Customer Service, The Problem Solver

How Does Customer Service Increases Sells Of Any Brand?

July 11, 2016

With the social media becoming a popular medium for communication, customer service has undergone a transformation from a private one-to -one interaction through a phone call to the discussions on a public open forum present on the internet. It is very easy for consumers now to reach out to their favorite brands by simply posting on social media such as Facebook or Twitter, and these public exchanges have a big impact in shaping the overall image of business.In fact, they are important components of any sales strategy. A good customer service would result in a high customer retention rate and also increase the referrals which will, in turn, help you in increasing the sales of your brand.

A customer service helps in increasing the sales of a brand in the following manner:

New Customers From Engagement:

When the prospective customers find a brand that is actively engaging their current customers on social media, not just through conversation but also via customer service, that’s a very impressive thing for a company. Different studies conducted in this field show that customers, gradually end up spending about 20% to 40% more, when companies respond and engage to customer service requests through social media.

Increasing The Conversion Rate:

Online customer service would be very vital for an e-commerce website. Proper guidance by being online chat operators can help you to improve the website conversion rate and reduce the bounce rate, thus, maximizing the traffic of your website which would be beneficial help in boosting the sales of your company.

Staying In Touch With The Customers:

The customer service department, by staying in regular touch with the customers, maximizes their level of service and alsogives rise to new opportunities for sale. They have the power to develop arelationship with the customers which will make them more willing to work with your company. Speaking regularly to the customers by the customer service, best to solve their existing problems with the company’s product and also offer additional services depending on the requirements.

Customer Retention By Taking Action On Their Feedback:

Whenever a suggestion on a request is made by a customer for a service on a product, a quick action should be taken on their feedback. This would be a good signal that you have earned their business for many years.

Increasing Repeated Customers:

It is often noted that a company which has excellent customer service department is more likely to receive repeated customers leading to increasing in profit and revenue of the company. On the other hand, a company having a poor Customer Service Department would result in a negative impact on the business. It would increase the cost of the company for acquiring and retaining the customers because of the expense of sales calls and the advertising cost.

Retention And Sales Trust Through The Knowledge Of Customer Service:

The sales people should be quick in connecting to their customers for supporting, knowing the current issues of the customers, and updating them on the progress.

How To Deal With A Customer Service Executive?

July 8, 2016

There are times when we are aware of what exactly needs to happen when you are calling a customer service executive- you are mean intention would be to get your issue resolved as fast as possible. However, there are times, when a little preparation needs to be done beforehand. Let us look at a few things that can be done before calling up the executive so as to make the entire process speedy.

Research Your Issue:

The customer service executive has a large number of complaints and issues that need to be dealt with in a limited amount of time,so, can gather some more information about your problem and also some prospective solutions that could be offered, the process gets easier. You could Google about your issue or see if someone had posted about it on a forum or maybe check sites like complaint board. In this way, you can direct the customer service executive to best solve your issue.

Gather Everything That You Require, Before Hand:

In most cases, you probably require your account password, account number or a ticket number if you have called them previously. You just need to gather everything beforehand and write it down somewhere so that it doesn’t become a long process after you call. It would also be a good point to note down whatever you require so that you can explain your issue concisely and clearly, to the customer service executive.

Do Not Give Them Your Life Story:

There are some details that might be relevant according to us for the problem, but, they aren’t! The more clearly and concisely you can explain about your problem to them without narrating the Epic tale of getting to that point is not necessary. It will only delay the solution to your issue.

Escalate In Case You Did Not Get What You Wanted:

In case you feel that your problem is not getting solved in the right manner, and things are not going your way, do not feel afraid to ask for their senior person. They could be more helpful to you. Just make sure that you are not rude while asking them to speak to their senior. It wouldn’t be problematic for them as it is a part of their trained process.

Follow Up And Stay In Touch:

Even if your problem is resolved, follower. Let the representative you worked with no that everything is perfectly in order, and you would like to retain their number, in case any issue crops up again. Telling them that “everything’s fine” helps the customer service executive to know that you are happy with their service, and they can close the case after this. Moreover, it also opens the doors for you, in the case when the issue crops up again.

It can be undoubtedly said that the customer service executive has more power to solve your issue and get things done, provided to get the necessary information from you. You should just be clear about what you want, what your problem actually is, and follow thoroughly.

Why Is Online Customer Service Important?

June 28, 2016

Over the last few years, businesses have shifted into the digital world. This makes it necessary for maintaining a strong online presence by every business, whether it is big or small. In such a scenario, the importance of online customer service is immense because of the following reasons:

Customer Satisfaction:

Customer service plays a very important role in customer satisfaction as well as loyalty. Digital age and Technology have drawn us to a time where customers normally expect immediate results. Internet has change the way we conduct business, live our lives, and find information. At this point, it would not be a wise decision to turn back. Instead, we should delve a bit further into future; else we might have the risk of falling behind. Most businesses operate entirely from the web. However, even if a majority of your sales are not coming through online, you still need customer service. Your customers should have access to online options for customer service which would exceed normal business hours.

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Increase The Conversion Rate:

Online customer service would be very vital for an e-commerce website. Proper guidance by being online chat operators can help you to improve the website conversion rate and reduce the bounce rate, thus, maximizing the traffic of your website which would be beneficial for your company.

Publicity:

In accordance with the consumer affairs website, people having a positive experience with the customer Service Department of a company are most likely to tell 2-3 people about their experience. This implies that the quality of people in the customer Service Department could be considered as a source of promotion for the organization. On the Contrary to this, people having a bad experience would be telling around 9-20 people about their experience.

Function:

It is often noted that a company which has excellent customer service department is more likely to receive repeated customers leading to increasing in profit and revenue of the company. On the other hand, a company having a poor Customer Service Department would result in a negative impact on the business. It would increase the cost of the company for acquiring and retaining the customers because of the expense of sales calls and the advertising cost.

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Identification:

Online Customer service has the potential to help in the differentiation of a company with its competitors. For instance, it might, at 10 be very difficult to differentiate between two small-town drugstores, especially if they are selling their products at similar prices. In this scenario, putting extra effort by the customer service department through the online chat support or through customer service phone numbers would be the best manner to give a drug store its competitive advantage.

For most companies, customer service is often an afterthought. And servicing the customers is mainly viewed as a cost center; customers are treated as a liability in those companies. Yet, it must not be forgotten that customers are a valuable resource, and their feedback is very important for building your brand and shaping your product—hence the need for feedback on customer service numbersThus, the importance of customer service in a company cannot be denied. Failure to recognize the value of your customers makes them leave your company. On the other hand, treating them both respect and compassion make some loyal to your company.