Satisfied customers are the top priority for successful businesses. The product or service offers is important to attract a new customer, but the support experience that they get by the company becomes a key factor in determining their loyalty. Hence, it is fundamental that both customers recognize and businesses perceive the quality of the customer experience in the same way.
The top reason why customers quit:
They move to another city or region
Their inquiries or complaints are ignored by the company’s staff
They are not satisfied with the product
Competition gets them
Yet many companies with great products fail to deliver the desired experience to their customers. They do it either because they cannot get a team on the right track to handle the customer base or they simply ignore. Managing a company requires proper handling of various functions and services. Even though some may look overwhelming, customer service is not one of them if done the right way. Consider outsourcing it or other functions that require the expertise and skills that your team lacks.
The importance of a happy customer
Numerous surveys and researches conducted worldwide have come to one conclusion:
Consumers are ready to pay more for better customer experience. Why? Because they are tired of organizations that don’t meet their expectations.
In many other cases, a positive experience has more impact than advertising or marketing.
Customers look for a product that they can afford and that works well.
What they also want when they have a question about the product or service is a fast and friendly answer. They expect for someone that can easily understand the problem without passing the call to three or more other people.
Customers don’t like to stay long on hold listening to Vivaldi because all your operators are currently busy.
They want to reach you through various channels that include calls, online chat, email, text message, social media, automated voice, etc. All these depend on what they need and how they feel more comfortable.
They expect good communications and sometimes a great sense of humor.
In the end, they want an answer or a solution to their problem.
If customers are happy, they will bring friends to your company and you know the cost of attracting new customers.
If you can’t rethink the experience that your customers receive there’s no reason to worry. There are many other companies worldwide that can do it for you.
Outsourcing companies bring more than a reliable help desk service. They also offer the opportunity to expand your company in new markets due to their multilingual services. You can also outsource sales campaigns and test new markets without moving from your office.
The experts working in outsourcing companies have the abilities to:
Understand who the customer is and how to communicate with them
Establish an emotional bond
Provide a solution easily