Markets and audiences’ size determine support tools.
Smaller businesses start slow and usually without paying much attention to details such as customer service – website design, search engine optimization and advertisement tend to be more important than email address or phone number clearly visible on the website. Fortunately, this sad picture changes over time when business owners realize they need to care about much more than just sales and financial results.
To help you with the task of creating a full-blown customer service department, we’ve prepared a guide on the most important aspects of customer support.
Why support agents don’t care about customer’s needs, even though 3 out of 5 customers take their business to the competitors after poor customer service experience? Only several decades ago, business owners were in a much more comfortable situation – they always had the attention of the customers.
They were the center of the market and there was always a demand for their product.
By focusing on the customers, the smart companies are really broadening their customer base by increased referrals.” An investment in customer service can later turn out being a source of new customers.
It can become an efficient, very credible and free advertisement.
Whenever they approach you, it is totally up to you whether that affection for the product you sell is sustained or does it simply go “puff”, and it’s gone!