In the era of customer-centric culture , it is increasingly common for companies to strive to provide the best experiences to stand out in the market. With so many services on offer, customer support has become one of the differentiators to attract consumers looking for the best possible service.
In fact, nine out of ten customers would stop buying from a company after three (or fewer) bad customer support experiences. So how can you ensure customer support list of guadeloupe consumer email excellence to attract and retain customers? Read on to find out the answer.
The main function of customer service is to guide, assist and provide answers to customers about a company's service or product. This includes:
Writing documentation or guides to upload to the knowledge base is also a way to provide assistance to customers. This way, they can use self-service to solve low-complexity problems without having to contact an agent.
What is the importance of customer support in companies?
Customer support is an extremely important area for a number of reasons, but the one that stands out the most is its key role in customer loyalty and retention . Did you know that 82% of companies say that customer retention is cheaper to implement than acquiring new customers ?
Customer support encompasses the processes and strategies that are intended to meet the needs of a company's consumers. It is also one of the most important steps to ensure the best possible customer experience during the business relationship.
A study by Experience Matters revealed that after a positive experience with a company, 77% of customers would recommend it to a friend. This means that customer support is of great importance to consumers and if applied correctly, it will bring benefits such as:
Doubts always arise when there are two similar terms in the same field. But be careful! Do not confuse customer support with customer experience because, although they are related, they are very different concepts.
Customer experience differs from customer support because it takes into account all of a customer's contact with a brand: from the moment they discover the brand, through their search, purchase, customer service, use of the product, and any post-sale experience they have with the brand.
The big difference is that customer support is just one step towards making the customer experience the best possible and reinforcing the preference that customers have for the brand.
