customer service: Overview
Here are some hard hitting stats about customer service: 78% of customers purchase from the first responder and according to Hubspot 94% of consumers are more likely to make another purchase if they experience good customer service. This is how important response times and quality of service matter to your business. Conversion rates are also 8x higher in the first 5 minutes so the longer you wait to respond to a lead the less likely they are to buy.
I’m sure you already understood the importance of customer service and response times but perhaps not just how quickly you can lose a potential customer. This presents a challenge as it’s unlikely you or a member of staff can constantly monitor emails and social media and reply within a few minutes. Luckily using AI and software you can automate 80% of the work and give customers an almost instant response that can be followed up by a sales or customer service rep if required.
Acquiring new customers if often expensive and a lot of effort so why would you let them slip through the net when you worked so hard to get them to you in the first place. Let’s work on some quick wins you can implement in your business today and lay the foundation for compounding growth over time.
Now we have addressed the initital contact with a customer service / sales enquiry the work doesn’t stop there but if done right the work pays dividends. Once you have happy customers that keep coming back the next step is to turn them into loyal ambassadors for your business so refer you to their friends, family, colleagues and network. There are several ways to do this as detailed below, the holy grail of customer service is to go above an beyond for your customers by completley blowing them away. An example of this is surprising your customers on their birthday with a free gift or other kind of token of appreciation. This has to be something that is completelty out of the blue and unexpected, it doesn’t have to be expensive but they are likely to share their experience with others and maybe even on social media.
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