You likely are aware that the majority of consumers who have a bad customer experience will move on to another brand. Going one step further, some of these people are eager to let others know about the negative experience they had through highly public platforms like social media. To ensure this doesn’t happen again, companies are outsourcing their customer service needs to professionals.
Positives of Good Customer Service
We know all about the negative outcomes that happen when consumers have a bad experience with your brand, but what about the good things? Did you know that positive customer support can improve your conversion rates? Consumers today do a lot of research before making a purchase. After their initial research, many consumers will reach out to the company to get more information. When the communication is friendly and helpful, that can lead them to making a purchase.
Rising Prices
Inflation is continuing to be on the rise and consumers are seeing higher prices on products and services with many of the brands they love. Even if they have purchased multiple times from your brand, they may still seek out less expensive versions of what you offer elsewhere to try and beat rising costs. But when you offer stellar customer service, consumers may decide to stay with the brand they trust even if it means paying a higher price.
Pull in New Customers
The cost of establishing new customers is high, which is why there is so much focus on retaining current customers. When you establish a reputation as a brand that does everything it can for its customers, you become known for your service. Consumers hear about your commitment to your customers and want to experience it, so they may consider your company. It might be a slow-moving process, but it really works.
Outsource to a Professional
At Protel BPO, we act as an arm of the brands we represent. Our agents are highly trained, friendly and have a passion for assisting customers. Contact us and find out how we can save you money while providing valuable services to your customers.
