Customer service is the solution to creating a loyal customer base. Good customer service leads to happy customers, resulting in higher customer retention. Not only does this help increase a company’s client base, it also helps increase a company’s sales.
According to a study conducted by Marketing Metrics, businesses have a 60 to 70% chance of selling to existing customers, in comparison to only a 5 to 20% chance of selling to new customers. Not only are existing customers more loyal, they also spread word of mouth feedback to their friends and family. In fact, 74% of consumers identify word of mouth as a key influencer in their purchasing decisions.
Here are 4 ways great customer service leads to better sales:
1. Listen and Respond
When customer’s reach out to a company’s customer service team, they are looking for a solution to a potential issue. Making a customer feel valued is an easy step in ensuring they remain loyal to a brand. Salesforce found that 78% of customers ended a relationship with a business due to poor customer service.
To prevent customers from choosing a competitor listening and responding is an easy strategy to implement. It’s critical to respond to customers as soon as possible to increase a positive customer experience with a brand. At Jago, we make it easy for companies to listen to their customers, by providing timely, quality customer feedback. This means that you can resolve a negative experience before it becomes a negative online review.
2. Make Your Customer Service Public
Don’t be scared to make your customer service public. Not only does making your customer service public increase your company transparency and trust, it also provides the perfect forum for customers to find the solution to their own problems without – it’s like a DIY guide.
3. Reduce Customer’s Journey to Get Help
Making it hard for your customers to get help, is just asking for negative customer feedback.This goes back to the first point, listening and responding accordingly. By listening to a customer, companies can reduce the journey the customer needs to get help. Instead of providing generic answers to different customers, you can listen and resolve the issue quickly and efficiently.
For example, if the customer would like to return a product send them a return form or if there is a technical issue, transfer them to the appropriate team who can talk them through their problem. Listening to a customer provides an easy way to resolve potential negative customer feedback. Jago provides an easy solution to listen to your customers and resolve their problems quickly by reducing their journey to get help. This is done by asking the customer a simple question. The feedback from this customer can then be addressed immediately by staff and resolved quickly.
4. Drive Customer Retention through Customer Satisfaction
Customer retention can only be achieved if the customer is satisfied with the service they received. If a customer has a poor experience, they are more likely to leave one company for their competitor. Caring for each customer provides a great opportunity to grow a strong customer base and ensure retention and customer satisfaction.
At Jago, customer retention can be closely monitored by understanding what a company’s customers need through customer feedback. By understanding the need of customers, a company can alter their strategy to ensure their customer are satisfied. At a glance, Jago will let you know how happy your customers are, and how likely they are to recommend your business to other people. We will also show you how many customers are not happy and likely to leave you for a competitor, allowing you to take action and resolve their issue.
Your customers are constantly reviewing your performance; you need Jago to make sure you’re always hearing them and ensuring your customer service is better than your competitions. Contact Jago and book a free demo today.