Business in the world today is hard. Everything seems to be becoming harder, more expensive, and/or more time-consuming. Supply chains are broken, confidence in the system is rattled, and in many areas finding new help is difficult. All of this means that as a small business owner, you have a lot on your plate. In times like these, it can be worthwhile to go back to basics, especially when those basics have such a great return on investment. The value of excellent customer service, especially from your answering service, is as integral to business today as it has ever been, with some studies showing that it alone can account for attracting as much as 55% of new customers. Read on to learn why now is the time to double down on excellent customer service standards to benefit your business.
Improves Customer Retention
Churn, or the rate that a customer moves on to a different or competing brand, is an important indicator that something you’re doing isn’t right. A high churn rate equals customer dissatisfaction. It is not as easy as never making a mistake – which, to be honest, is not easy. Everyone will eventually make a mistake. Good customer service (both in-person and from your call center service) means owning it and treating customers with compassion when you do. This alone will go a long way to getting a customer to give you another shot. Great customer service can stop the churn cycle in its tracks while poor customer service will make it worse very quickly.
Cuts Costs And Increases Revenue
Decreasing churn will also cut costs and increase your revenue. In general, it costs you five times more to get a new customer than to keep an existing one. Improving your customer experience is an easy way to keep the sales rolling without having to spend time and money on enticing new customers. The added bonus to this is that a great customer experience for existing customers will often also translate into new business by word of mouth. In fact, nearly 84% of businesses that invest in improved customer service see increased sales.
Builds a Strong Reputation And Brand
Speaking of word of mouth, that is one of the best advertising methods available today. Make sure that your clients or customers have a great experience, from that first phone call till they walk out the door happy, and they will tell their friends. Most people are much more likely to try a good or service for the first time if it was recommended by someone they know. In this way, great customer service will help you to build your business.
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.