6 Reasons Why is Customer Support Important?
Customer support services can make your customers fall in love with your brand. According to RightNow, about 73% of customers acknowledge a brand’s customer support services and stay loyal to it. Customer support is very important for a company as per to answer client’s queries and keep them contented. Happy customers are less sensitive towards price surge and more understanding in times of brand crisis, hence customer support holds critical importance. Here are some other great reasons why customer support is important:
Increases Repurchase Prospects and Customer Loyalty
By being there for your customers in times of need, you provide them reasons to stick to your brand. Afterall, just selling for once is not the goal but gaining regular customers is. Satisfied customers add great value to your business, whenever their problems are catered the content feeling adds to future decisions. The customers then tend to repurchase from your brand assuming similar great customer support services to help them in need. Furthermore, this increases brand customer loyalty.
Adds distinctive value
You may have multiple brands from a similar niche striving hard to make themselves stand out among other brands in the market. Customer support services can do it for you!
Great customer support services hold immense significance in giving your brand an edge over others. With outstanding customer support, you not only give your customers the content feeling but a reason to repurchase and advocate about your brand.
Retains customer fall out
Customers choose to switch brands if they do not find satisfactory results from their purchase and that surely includes post purchase support. With a great customer support plan your brand can easily retain customer fall outs. Retaining older customers is less costly than investing on getting new ones, hence make your customers feel valued as much as you can to make the best out of your customer support services. The more valued they feel, the longer they tend to stick around your brand.
Focus on the Customer Lifetime Value
The customer lifetime value (CLV) metrics has great importance for a brand. This is a ratio of all business (sales) attributed with a customer’s relationship (time) with a significant brand. Once that CLV is increased with the help of customer support services, return over investment increases simultaneously. You must make efforts to improve your customer support services to achieve greater CLV.
Evades negative word of mouth
Word of mouth is very powerful! According to Nielsen report, 74% consumers regard word of mouth as sole influencer in making purchase decisions. Whenever a brand fails to answer a customer query or gives unsatisfactory results, the customer chooses every possible way to inform people about his or her bad experience and that too with a lot of exaggeration. Today, with growing power and outreach of social media, your brand with a poor customer support strategy is always at risk. A good customer support strategy can eliminate this risk and moreover evade negative word of mouth.
Customer support plays a vital key role in making your business excel in a competitive market. It is one of the best practices to make your clients feel valued and increase customer brand loyalty. Watch out this space for more updates on how to deliver optimum customer support and improve your existing customer care set ups. Interested much? Comment below!