Customer support remains a vital factor in satisfying existing customers and attracting new ones. Industries today are continuously focused on expanding their market share by acquiring additional clients. While acquiring new customers is a step forward, one must not forget how effective customer support, especially when handled by BPO, can help maintain and gain new clients. Support is no longer just about resolving complaints or responding to inquiries; it has rather become a major strategic driver with wide-reaching effects on customer loyalty, satisfaction, and business success.
Customer support is a key part of a customer’s experience with a company. Often provided through Business Process Outsourcing (BPO) services, it’s usually the last interaction a customer has with the business. Because of this, it’s important for companies to make sure their support system is quick to respond, empathetic, and effective. A well-handled support experience can leave a positive and lasting impression on the customer.
Customer Support – An Effective Retention Strategy
Acquiring new clients can be more challenging when there are insufficient retention strategies in place. It’s generally more cost-effective to service existing customers than to acquire new ones. Research indicates that retaining customers can be up to five times less expensive than bringing in new ones. In this context, customer support plays a critical role in the retention process.
“Excellent customer service makes customers feel valued, heard and understood”
Why provide excellent customer support?
It builds loyalty. Customers appreciate effective communication and timely resolution of problems. Customers value a brand more when they’re positively interacted with, even if they face some issues.
Transforming an angry customer to an loyal advocate
Every business makes mistakes, be it big or small. It’s how they deal with the mistakes that tells you more about how your relationship with the brand would be. For example, if an issue arises and the company provides immediate empathetic support, chances are you’re willing to forget the bad experience with the brand.
“It’s been found that 70% of customers are ready to spend more money if they’re provided with remarkable customer service.”
Undoubtedly, a negative situation, when handled correctly, can be turned into a positive experience.
A business that makes a greater effort to resolve an issue or offer compensation for a poor experience has the chance to, not only improve a customer experience, but win their trust to such an extent that they become loyal defenders of the brand. Loyal customers are far more likely to circulate their amazing testimony, which helps establish an even better brand image.
Customer Assistance as a Major Factor for Client Acquisition
Although ensuring that existing clients remain with a business is very important, customer support also has, if not, the same influence on client acquisition. It is no secret that customer service is one area of the business that has undergone the most change in the recent past. In the age of social media, online reviews, and word-of-mouth, there are many new ways to not only damage a business’s reputation, but also help it gain a larger client base.
In most cases, support on the phone or via email or live chat is always welcome and can greatly influence the likelihood of a purchase being made. A business is generally more trustworthy if they provide proper support within the process of reaching a decision.
The Bottom Line: Business Growth Through Providing Outstanding Services
Fundamentally, customer service falls down to ensuring that a customer’s experience is good enough to encourage him or her to come back.
Valued customers show loyalty, promote the business, and even raise their lifetime value. Incredible customer service can convert first-time customers into returning customers and help generate new business through referrals.
In every industry, companies that have good customer service are the ones that are easily recognized. Striking a balance between customer service and business allows the business to achieve higher retention and acquisition rates, leading to growth in the long run.
Wrapping Up
Customer service is not only about solving issues, but it is also a significant factor regarding client retention and acquiring new ones. Prompt, kind, and exceptionally capable services go a long way in self-service; they build customer loyalty. In addition, exceptional service attracts new customers who appreciate a business that prioritizes its customers.
When done right, customer support can be one of the most powerful tools in a business’s growth strategy. If you are having trouble improving your customer service, try outsourcing your customer service to a BPO firm for better results.
