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How customer service can make or break your sales



Customer service means more to your clients than you may realize. Think back to the last time you had a poor experience while shopping, either in-store or online. After the transaction was settled, you likely left the situation feeling upset, defeated, and with less want to deal with the business in the future. Now, recall the best customer service encounters you’ve been involved with; odds are, you ended up feeling respected and grateful for the team involved. If you expect nothing but the best, why force your customers to settle for less? Making adjustments to your current customer care can level up your game and increase the size of your loyal customer base.


Let’s take a look at the facts

To what degree does customer service truly affect your sales? Multiple reports covering 2023 business trends are encouraging companies to build upon their current customer service practices in the name of growth. Statistics can help us break down the importance of investing in your client’s satisfaction.


Customer service is a competitive field; this can heavily influence the buyer’s choices when it comes down to you versus your competitor. For example, Microsoft reports that 90% of American consumers base their purchasing decisions on customer service. Microsoft’s statistics also claim that 58% of Americans are willing to switch companies due to poor customer service experience. When a vast majority of consumers are using customer service as a shopping guideline, it is crucial to guarantee your customer care is top-notch.


If you’re looking to build client loyalty and increase repeat business, create that comfortable space your customers are looking for. HubSpot’s research shows that 93% of consumers are more likely to make repeat purchases from businesses offering excellent customer service. Loyalty promotes growth! Zendesk says that 60% of leaders report a positive impact on the growth of their companies after implementing better customer service standards.


Reviews are another factor with the power to drive a potential buyer toward, or away from, your company. A consumer review survey from BrightLocal says that 67% of consumers are likely to leave a review for a positive experience, while 40% will consider leaving a negative review for a poor experience. The same survey reported that 89% of buyers are likely or highly likely to bring business to a company that responds to its reviews as well. Aside from written reviews, Forbes reports that “customers tell an average of nine people about a positive experience with a brand, but they tell 16 people about a negative experience.” Word-of-mouth has been a staple of the sales cycle for as long as people have been buying and selling. Hearing a positive review from a trusted, reliable source means more to some than an anonymous online review.


What makes customer service great?

There are many components to providing an excellent customer service experience. Here are some of the most integral factors to reaching your goals in client satisfaction:


  • Listen to customer feedback: Actively seek out and listen to customer feedback, both positive and negative, to identify areas for improvement. To keep your customers coming back for more, your primary goal is to satisfy them and provide what they’re looking for. Acknowledging and fixing any problems in a timely manner will show your customers that you care and take a proactive step toward eliminating further issues.


  • Train your customer service team: Provide regular training for your customer service team to ensure they have the knowledge and skills to provide effective support. One of the foremost complaints from consumers is rude, uninterested, or hurried communication from customer service representatives. Teach your team to put themselves in the customer’s shoes, understand their pain points, and try to solve issues in an efficient and empathetic manner.


  • Use multiple channels of communication: Make it easy for customers to reach you by providing multiple channels of communication such as email, chat, and social media. Everyone has varying communication preferences, so this allows for more people to reach out in the way they desire and make contact quickly.


  • Be responsive: Respond to customer inquiries, reviews, and complaints in a timely and professional manner. Having a positive attitude no matter the situation is important to customer satisfaction; a friendly face or voice can make a huge difference in turning a bad experience around. Fast responses both generate trust and alleviate stress when solving a problem.


  • Personalize the experience: Get to know your customers as well as you can. Not only will this give you insight into their needs, but it will allow you to form a connection that both builds loyalty and forms a good client relationship. Another method for larger-scale client bases is to use collected customer data to personalize the experience and add a more human feel to communication. This data includes behavioral characteristics, demographic, engagement trends, and geographical location. This will allow you to better gauge what the customer may be interested in, from both a sales and customer service standpoint.


  • Automate repetitive tasks: Use technology to automate repetitive tasks so that customer service reps can focus on more complex issues. Chatbots and automated emails are examples of tools available that can streamline your service. Automated emails are a great way to keep your customers updated and informed, whether that be about your product, your company itself, or the community involved. Chatbots, while typically thought of as an impersonal method of communication, have been increasing in popularity as an immediate response to quick and simple fixes. Zendesk says that 69% of consumers are willing to interact with a chatbot in instances like this. AI has helped increase the efficiency and personalization of chatbots and made this technology a bit less frustrating to work with. However, most people still prefer live interaction with a human being over chatbot assistance for the best and most reliable results.


  • Measure and track performance: Use metrics to measure and track the performance of your customer service team, and use this data to make informed decisions about how to improve. Regular evaluation of your customer care practices can provide insight on what areas need improvement.


To sum it up

Here at Liftoff, we pride ourselves on our excellent customer service and are constantly trying to further our growth in this area. If you’re looking to build customer loyalty and satisfaction, garner higher reviews, and increase your sales, consider pursuing ways to bring your customers the service they deserve! Even minor changes can make a major difference.


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