The antecedence of customer service can be traced back to the help offered at a specialized desk located at the back of department stores; this service has evolved to what it is in the present day due to application of new communication technologies such as telephone, the Internet and other means of telecommunication. In the world of today that is highly interconnected, client service demand is more than simply having helpdesk personnel behind the telephone who answers calls from customers.
The customer service of today has evolved to cover all forms of interaction a buyer has with a business; this involves telephones, email, web submissions and interactions over social media platforms. It is also important to note that a great customer support involves interactions before, during and after sale.
Exceptional customer support & service are absolutely essential for any business
In the present world, sales are driven virally through word of mouth and clients reviews. Therefore, the goal of a modern business is not just to sell a product, but to build a relationship with customers which lead to business retention and customer loyalty. In essence, client service is a vital aspect of brand promotion strategy; it involves educating customers to make use of your products and proactively helping customers before they request for support. A great support starts with giving the customer your undivided courteous attention, and it ends with sharing your expertise -even when it does not involve your product. As a small business, a great client service should be a part of your business strategy, which can bring you to the edge of the competitive market.
Multiple Support Customer Service Channel is absolutely essential
In the business of today, it is essential to have support channels besides the usual email and telephone support. The exponential growth in the people who use social media networks to interact has created the new channel for client support. An estimated 75% of online users interact through the social media and they demand that their favorite brand interacts with them on these networks too. Online channels such as Facebook, Twitter and Google+ have become popular channels where brands offer support, interact with customers, and receive feedback about their products. The social media goes beyond a means of offering support, it has become a place where brands engage with users and collate essential data that can be used for product and service improvements.
Self-service support as one of the crucial elements of Exceptional Service
The modern-day customers do like to get answers at their own pace and convenience. Very often, a client will check company’s website for answers before using any support channel. Therefore, the website of a brand creates a great first impression on a customer or business lead. Self-service could be in form of Knowledgebase, Frequently Asked Questions (FAQ) or information exchanged between customers in the community forum of a brand. A forum has the dual advantage of building a relationship with clients while offering them extensive support. All the support channels mentioned are essential in the world of today.
Consider these 6 important reasons why it is important to have a quality customer support service.
- It is an essential factor that determines the quality of a product or service;
- It can set you and your product offer apart from your competitors;
- It increases the value and attractiveness of your products;
- It serves as crucial element of the great marketing strategy;
- It helps to increase the rate of retention of the existing customers.
Everyone agrees that exceptional client service is vital to any business. But people have a different opinion concerning the elements that make the great customer service. Some regard a good service as proffering solution to customer challenges in a timely manner, while some think it is the level of courtesy and politeness of the personnel that attends to clients. To others, a great customer service follows the customer is always right approach; therefore, the company should be willing to meet all customer demands whether it is reasonable or not!
None of the support philosophy detailed above can be regarded as right or wrong because a great customer service depends heavily on individual customer expectation and what and how other companies offering the same product or service are handling support.
If your company can determine the factors that facilitate exceptional client experience and efficient service delivery, the factors can be improved upon. Thereafter, your company will start experiencing the benefits of having the outstanding customer service.