If you want your business to succeed, here’s a tip: Keep your customers happy and satisfied.
Customer experience is the pulse of your business — it is a key metric to gauge customer loyalty and your venture’s longevity. And to create only the best experience for your customers, you need to establish good customer support from the get-go.
In the previous years, many businesses have struggled to deliver quality customer support. Reasons for this include too many manual procedures or having inefficient processes that take too much time.
But as technology and innovation continue to change how we do things, the existence of E-commerce automation has made providing customer support easier. Online businesses can now engage with their customers instantly and create a seamless customer experience through chatbots, automated emails and text messages, and online surveys and forms, among other things.
At this point, you might still be wondering: What added value do customer support providers have, and why is there a need to effectively engage with my customers? Read on to understand why excellent customer support is essential in the success of your business.
It enhances your brand image and reputation
Business magnate Warren Buffet once said, “It takes 20 years to build a reputation and five minutes to ruin it.” This is true, especially in relation to bad reviews. Consumers will always remember if your customer service was great or awful. And the thing with bad reviews is that they travel faster than good ones.
One way to avoid bad reviews is through excellent customer support. It’s a simple way to ensure a good reputation for your business, and it also makes you more memorable among your customers.
It shows that you care for your customers
Excellent customer support is a sure-fire way to tell your customers, “I genuinely care for you.” From processing their orders quickly to making sure you’ve addressed all their concerns, delivering a consistent and seamless customer experience across all touchpoints says a lot about how you view your customers.
It increases your revenue
One of the many reasons why you should have good customer support is that it increases your revenue. One study showed that customer service is correlated to revenue because satisfied customers are likely to be return shoppers who are willing to spend more on your products. You can leverage customer support to boost your revenue because retaining these customers is way cheaper than attracting new ones. What a perfect way to save up on your operational costs, right?
With this in mind, you must be able to focus on meeting and exceeding your customers’ needs consistently. You never know, this could trigger a chain reaction resulting in your business’ growth.
It boosts brand awareness
Another thing that customer support can do is to market your business organically. According to this report, 72% of customers will share a positive experience with six or more people. This only shows that satisfied customers are more likely to rave about your service and spread the word about it. That’s organic marketing for you!
By establishing an emotional connection to your customers through customer support, you not only get to ensure a memorable customer experience, but you can also increase your business’s visibility and awareness among your target market.
It grows Customer Lifetime Value
When running an online business, Customer Lifetime Value (CLV) is a crucial metric. CLV represents the total revenue you can expect from a shopper. An excellent way to keep growing this (i.e making sure your customers shop frequently with you) is through investing in customer support. CLV is all about forming a lasting positive connection with your customers, and excellent customer support helps with this.
Ultimately, it makes your business stand out
As more online businesses are opening these days, it gets harder and harder to differentiate yourself from the crowd. But by providing superb customer support, you can gain a competitive advantage to help you stand out from your competitors. Gone are the days when consumers compared only product offerings and prices; these days, customer experience is the battlefield. And to win this war, embracing a customer-centric approach will be your edge.
Curious to know how you can improve your customer support?
Start optimizing your customer experience journey with Payo today!
By taking advantage of E-commerce automation while also having a dedicated support team, Payo can help you scale your business! We help you automate various processes to make sure your business runs in a more efficient manner. Additionally, we provide reliable Live Customer Support to immediately address any queries or concerns that your customers may have. We also send out automated SMS updates to ensure that your customers know their order status in real-time!
Who says customer support has to be a pain in the neck? Sign up today or send us a message at [email protected] to learn more about how we can help you provide amazing customer service.