It’s often said that it’s cheaper to keep existing customers than to find new ones. (Some even estimate that acquiring customers costs 6-7x more.) In our own experience, bad customer service is a key driver of business churn. The U.S. Small Business Administration claims 68% of customers leave because they’re upset with the treatment they’ve received during interaction with customer experience services. In our view, this is unacceptable! Prioritizing customer support helps any business attract and retain quality customers.
We see customer care as the provision of service to customers before, during, after and sometimes even at longer time intervals after purchase. The perception of success for such interactions is dependent on employees “who can adjust themselves to the personality of the guest”.
Our team is dedicated to the interaction with customers in various forms and platforms, starting with handling of information requests, support requests and providing of customer complaint assistance. The service benefits from the support of multiple communication channels, depending on the type of business and the customers’ needs.
Focusing on the customer experience isn’t just a trend — it’s smart business. It turns out that making every touchpoint great doesn’t just make customers love you but it also increase your profits. Surveys have shown that 86 percent of consumers would pay more for a better customer experience. You may decide to tier your customer base if some are willing to pay more for premium experiences, including support, early access to features, or other benefits. Either way, your bottom line will benefit.
The line between products and services is blurring, and customer service has become part of the product itself. Currently even small companies are embedding customer experience features into their products. Some start by placing support center numbers on their website’s header or footer or by adding links to relevant support articles to specific pages on their site. Many technology start-ups embed quick contact features into their products so that customers can log tickets on product experience topics. In-product support is one of the avenues of the future for customer care.