The end of the year is one of the busiest times for marketers. In an era where everyone can talk smoothly about a product and large competition prevents reaching optimal sales opportunities, talking the talk is no longer enough: service makes the whole difference. By putting service above all, not only do you make your customers happier, but you will also step out of the crowd as a reliable business your clients can count on — no matter the price of your product.
Competition is sometimes fierce, and customers are doing more and more research before making a purchase. While this is a great marketing opportunity, social proofs and reviews are taking a bigger place in the purchasing decision. Clients expect companies to meet their needs and respond to their problems quickly and with a smile.
Focusing on service instead of talking the talk has several benefits:
- Increase sales through powerful social recommendations;
- Increase customer loyalty;
- Improve your brand image;
- Stand out from your competitors.
Service is key to increasing sales
Customer service is the link between the company and the customer. It is through this service that clients can communicate directly with the company, express their feelings, ask questions, or give general feedback related to their purchasing experience.
The goal of customer service is no longer to respond solely to the difficulties encountered during delivery or use, but also and above all to help and guide the visitor on their purchasing journey. Customer service is geared towards the customer and their interests, before, during, and after the purchase.
The emergence of new technologies increased the number of contact points between a company and its customers. Therefore, businesses have to be present where the customer is in order to provide advice anytime, anywhere.
Quality customer service is primordial to businesses:
- 78% of clients have already abandoned a transaction due to poor customer service;
- 69% of customers remain loyal if the site supports them in their navigation;
- Clients share negative experiences twice as often as positive ones.
By increasing the quality of your customer service, not only do you provide a better experience for your clients, but you also increase the chances of closing a deal, maximize odds of having customers buy more from you, and also recommend you online to bring in more potential clients.
