Customer service is the support you offer your customers both before and after they buy and use your products or services. Good customer service helps them have an easy and enjoyable experience with your brand.
It’s more than solving a customer’s problems and closing tickets. In today’s digital age, customer service means delivering proactive and immediate support to customers anytime on the channel of their choice — phone, email, text, chat, etc. This is why investing in quality customer service software is essential for businesses of any size.
Customer service is so important it is now considered a strategic function for organisations across industries. In fact, 85% of service leaders say their org is expected to contribute more revenue this year.
In one word: retention. Happier customers are more likely to continue doing business with you. This helps your bottom line. It’s less expensive to keep current customers than it is to attract new ones.
Customer service is also a differentiator that sets your brand apart from competitors offering similar products or services. Service teams not only answer questions — but they also personalise each customer experience. In fact, 88% of customers say that the experience a company provides is as important as its products or services.
Meanwhile, subpar customer experiences contribute to churn. Eighty-percent of shoppers will abandon a retailer after three bad experiences, for example, and word gets around. Customers are quick to share negative experiences online, which can harm a brand’s reputation.
Even though customer service has evolved over time, the sentiment remains the same: It’s the magic behind customer loyalty and how you delight customers and exceed their expectations.
Your service team understands the customer in a way that no other department can. They have the power to make customers feel special and understood while meeting their expectations. That’s a win for your team, your customers, and your entire organisation.
Get started with Salesforce Service today. Start a free trial to discover how Salesforce Service can help your business grow.