Price is still important to consumers, but it’s not the only thing they consider before making a purchase. What drives brand loyalty today is largely related to customer service. When you outsource to a trusted contact center, you can improve your relationships with customers and get ahead of the competition.
According to the report “The State of Customer Service in 2020,” 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Failing to provide adequate customer service has many drawbacks. For example, the report says nearly 60% percent of those surveyed reported one bad interaction with a brand was enough to make them switch to another company. Interestingly, 89% said a positive interaction would influence them to return to that brand for future purchases.
The Price of Bad Service
New business can be difficult to acquire, and it comes at a cost – five to 25 times more expensive than retaining existing customers. This underscores the importance of keeping your current customers happy. When you stand a 60% chance of losing a customer because of one bad interaction, you begin to realize the long-term effects of that loss.
While losing a customer is problematic on its own, you also have to consider how willing consumers are to spread the news about that bad interaction. An unhappy customer may jump on social media and Yelp and let everyone know they should avoid doing business with you.
There’s too much at risk not to seek out the assistance of professional communicators who know how to treat customers. But it takes more than a friendly person on the other end of a call to maintain relationships; it requires a person who is also highly educated on any topic a customer might have.
Today’s consumers expect prompt assistance from someone eager to please, but they also insist that their issue be cleared up quickly. When you partner with a contact center, that’s what you get. The training at the best contact centers fully prepares agents, educating them to the degree that they can anticipate the needs of the customers they’re serving.
Nearshore contact centers not only offer high-quality customer service, but they also keep their fees competitive. At Protel BPO, we’re based in Belize and are on Central Standard Time, which is a huge convenience for our U.S.-based customers. Furthermore, we’re an English-speaking country, only a two-hour flight from major U.S. cities and we have a workforce that is perfectly suited for this type of work. Contact us and find out more about our approach to customer success.