Customer Service
We often witness customer service landing at the bottom of the operational strategy and investment funnel. It might have been the right approach decades ago, but not anymore. Whether you are a B2B or B2C business, customer service is paramount in today’s customer-centric world. Reports show 59% of consumers have higher expectations for customer service than they did just one year ago. When it comes to success, support is equally essential as sales and marketing. Providing top-notch customer service helps grow your brand value and cultivates a long-term loyal customer base. Over time, customer support has emerged as a vital revenue driver, translating into increased sales and customer retention. The support bug doesn’t stop once the customer decides to purchase your product, it extends way beyond that. Multi-channel support In today’s digitized world, with multiple channels at our disposal, it has never been easier for businesses to connect and communicate…
We all know the importance of customer service for retaining customers and scaling a business — and it’s only increasing in value over time. Consider, for instance, what happened when I called CorePower Yoga’s customer service team last week to complain about an incorrect charge to my account. What could’ve been a stressful and frustrating experience turned into me actually upgrading my membership. That’s the power of good customer service — it’s where your customers’ loyalty starts, or ends. Unfortunately, the past two years have been anything but easy on customer service teams. While customers’ expectations for customer service hit an all-time high, customer service reps simultaneously saw more difficult calls and increased escalations in 2020. HubSpot’s Industry Data, for instance, shows a consistent rise in support tickets since the beginning of the pandemic — from 6% in March of 2020 to over 90% as of August 2021: Image Source However, as…