Running a business is both challenging and stressful. Therefore, it’s important to remember what keeps your business flourishing – the customers! In every company, and every business; big or small, your customers are the reason you are able to keep going. Are you having important conversations with your customer? The way you treat your customers will determine if they stay or go. This is the importance of excellent customer service.
For businesses that have a service to sell, such as insurance or technology services, maintaining your customer retention can be time-consuming and expensive. Research done by Invesp shows that it costs 5 times more to attract a new customer, rather than an existing one and the probability of selling to an existing customer is 60-70% while only 5-20% selling to a new customer. This is because your existing customers already know your brand and how you work. If you’ve built a trustworthy and reliable relationship with your existing customers, it is far easier to encourage them to purchase additional and new products and services rather than convincing a new customer to purchase from you.
Reasons customers leave:
- Lack of customer care
- Unresolved customer complaints
- Poor response time
- Bad customer experience
How can Outsourcing help?
Outsourcing your customer care services is very cost-effective for your business. By letting professionals who are skilled in managing customer queries handle all aspects of your customer service, you save time and money and get to focus on your business!
- Personalized experience
Customers are entitled to receiving the help and advice they need; not having a dedicated customer service strategy can lead to disjointed messages and unhelpful customer service. This can lead to bad customer experience and increase customer churn. With dedicated customer service agents, your customers should feel like they’re having a real, helpful conversation. This gives the customer the impression that the company truly cares about them as an individual and is determined to provide them with the best experience from the company.
Spend less money on resources and employee training and let the professionals do all the talking! Selling to existing customers is a great way to keep them engaged with your company and eager to learn about new services or offers. Keeping loyal customers requires you to check up on them, keep them in the know about upcoming specials and is far more cost-effective than marketing and attracting new customers. To do this, you need a dedicated customer service team to do follow-ups with existing customers and to take the time to ask them about their experience with the company, which brings us to the next point.
- Customer service feedback
One of the most effective ways to find out if your customers are happy or not is to ask for their feedback. Were they happy with your service? Were they treated in a friendly and informative manner? Did all their questions get answered clearly enough for them to understand? All this takes time and is extremely important to your customers. Having a happy and loyal customer opens a door for them to do marketing for you! A happy customer is far more likely to recommend your service and continue to use it.
The way your customers are treated can really impact your retention strategy and if not handled correctly, will put a lot of strain on your business. Customer service and experience is a crucial part of all businesses that skilled, and professional customer service agents can handle for you. Losing customers from unfriendly customer support is expensive; keeping existing customers happy increases the profits for your business as they’re likely to buy again.