Why Customer Service is Your Key to Sustainable Growth
What if I would tell you that customers who engage with customer support and are satisfied with the help they receive, are far more likely to recommend your brand to a friend or colleague? In this article I am looking to explain why customer service is your key to sustainable growth.
I was once told a great story that compared BMW and Toyota. Toyota had far less problems with their cars compared to BMW, yet more customers were likely to recommend BMW to a friend or colleague. How can this be? Well… any customer that visited a BMW service center was treated so well, that they did not fear having future problems with their car, and as a result they were far more likely to recommend the brand.
No one is perfect and your customers will experience problems whilst using your site no matter how much you invest in quality assurance or engage with usability experts to design the best user flows. It is simply impossible to get away from. When your players experience problems, whether it be caused by poor usability or site bugs, you can either fly or fall with your customer service depending on your approach.:br
Nail your customer service strategy with 5 key initiatives
1. Build your customer support team with real people
2. Be available everywhere and respond quickly
Keep priority on live chat, this is by far your most cost efficient tool. Your agents can help multiple customers at once, and it is easy to use on mobile.:br
3. Focus on first contact resolution
4. Monitor the state of your site
You will get additional bonus points if you also let the customer know that the feedback received has led to an improvement.:br
5. Measure your performance with Net Promoter Score (NPS)
Conclusion, do everything you can to get your customer to recommend your brand
Raised Net Promoter Score (NPS) leads to improved business performance and in turn higher revenues. Your promoters are less price sensitive, they spend more and they will stay with your site for longer. This Key Performance Indicator will grow in parallel to your revenues.
Whilst the actual points you score of this is important, more so is the importance of how you are tracking compared to your competitors and if you have a positive or negative trend