Every business, big or small, needs customer support and online businesses aren’t the exception from this rule. After all, you want customers to keep coming back, but they won’t do so if they receive no assistance with their issues or answers to their questions. In fact, the quality of customer support speaks a lot about your online business. If you do it right, it can pose as a marvelous promotional tool as well. Let’s see why every online business should pay more attention to customer support.
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Customer support builds trust and loyalty
It’s simple, customers stay where they are appreciated. Lack of quality customer support makes people feel unappreciated, which is why they decide to go elsewhere. On the other hand, online business with reliable customer service sends a message “you can trust us”, people feel valued, and the chances are high they’ll turn into loyal customers.
Customer support is a part of your brand
Branding is essential for all online businesses that want to survive in the competitive market today. You want your brand to be associated with good qualities such as reliable, trustworthy, caring, and responsible. Customer support is a part of your brand. Why? It is because the brand is immediately associated with the type of support you provide. Maureen L. Jenning, Marketing Consultant at Assignmenthelper.com.au says that negative experience doesn’t contribute to branding, while positive experience does. What’s more, you can use your customer support to show how different your online business is from others on the market, those who don’t care for customers and their questions or problems.
Service beats price
Of course, people always look for bargains hoping to save more money. But a vast majority of consumers would still pay more to get the right experience. Now you have an additional reason to invest in customer support!
Customer support improves your business
There is more to customer service than answering questions and helping resolve some issues that people face. It allows you to improve your business. You see, customer support helps you identify strengths and weaknesses of your business. That way, you can easily determine aspects that need improvement. As a result, you will eliminate common problems and improve overall customer experience. All these factors are essential for business growth as well.
Statistics you can’t ignore
A typical business hears from 4% of dissatisfied customers only
Loyal customers are worth up to 10 times as much as their first purchase
Probability of selling to a new prospect is 5-20%, but chances of selling to an existing customer are 60-70%
Generally, it takes 12 positive customer reviews to make up for 1 negative customer experience
News of a negative customer experience reaches twice as many ears as a story of good service
Acquiring a new customer is 6-7 times more expensive than keeping current customers
For 1 customer who complains, there are 26 customers with negative experiences who say nothing
59% Americans (3 in 5 consumers) would give a new business a chance to experience better customer service
91% of unhappy customers won’t do business with you if you don’t provide quality customer service
41% of consumers expect to receive an email response within six hours, but only 36% businesses reply within that timeframe
Customer support is an integral part of every online business. Investing in this service retains existing and attracts new customers. Besides this, customer support contributes to branding and helps promote your business in the best way possible. It is never too late to improve this important aspect of your business. Start making changes today.