Positive customer experiences are highly essential in today’s fast paced world. Customers now have easy access to their favourite brands online, resulting in increased expectations. Providing poor online customer support could have a negative impact on your business. Forbes suggests that 67% of customers are willing to switch brands due to a poor customer experience. Implementing an effective online customer service strategy is of great importance.
10 Ways Online Customer Service Boosts Business
Creates Loyal Customers
Creating positive and emotional customer experiences drives customer loyalty. Customers drop brands when they do not feel appreciated, fail to get the support they need within a specific time frame and experience rude employees. Online customer service is a convenient tool for customers that provides instant access to your brand, making it easier for them to do business with you, while creating trust and loyalty.
Promotes Repeat Purchases
According to Harvard Business Review, the cost of acquiring a new customer is anywhere between 5 and 25 times more, compared to the cost of retaining an existing one. Providing prompt and efficient online customer service leads to customer satisfaction and repeat purchases.
Expands Customer Base
Social media platforms can appear on a Google search related to your brand. If customers reaching out to your page with queries and questions get prompt responses and the help they need, this publicly paints a good picture of your brand to potential customers that may land on your social media pages.
Increases Brand Awareness
User-generated content plays a significant role in growing your customer base. Studies show millennials are more likely to trust their friends and networks about a product claim. Both good and bad customer experiences can easily be shared on various social media platforms by your customers, so it is best to get it right.
Larger Social Following
Social listening enables your business to be aware each time a customer mentions your brand. Responding to positive and negative content is also important.
Excellent online customer service enables you to generate leads and promote conversions. For example, a website with live chat gives potential customers instant access to support, this enables them to find out more about your products or services leading to informed purchase decisions.
Reduces Customer Communication Costs
Online customer service is cost-effective. Costs related to traditional customer service approaches are greatly reduced by adopting online channels such as live chat. Furthermore, multiple calls to solve a product or service issue can lead to greater customer frustration.
Gives Competitive Advantage
Implementing an online customer experience management strategy helps your business to become more customer-centric. By placing the needs of the customer first, your business benefits from satisfied and loyal customers, giving you a competitive edge.
Discovers Customer Pain Points
The marketing team is able to track and analyse data related to customer queries online, allowing reports to be created and access to insight will lead to better strategies to solving recurrent customer challenges.
Solves Problems Faster
Online customer service gives access to real-time communication between your business and customers. Instant responses lead to greater customer satisfaction as solutions to your customer’s problems are delivered faster.