A buyer's decision is largely depends on the quality of customer service they receive, determining whether they will stay or leave. Many businesses overlook this and focus only on sales or marketing, missing the real value of support.
In this article, we’ll explore the two ways customer service and support can affect sales.
To increase sales, a business should focus on two key ways, including:
Retaining loyal customers requires consistent and exceptional service. This improves loyalty and drives sales. Moreover, it helps with:
Customer satisfaction helps businesses to secure repeat business and build long-lasting customer loyalty. Responding to customer queries quickly and professionally boosts customer satisfaction and reduces churn. This helps businesses to retain their customers and grow their customer base.
If customer service is poor, 58% of customers would switch to a competitor.
Source: https://akitaapp.com/blog/customer-success-statistics
In comparison, poor customer service can frustrate the buyers and push them towards competitors. Providing excellent customer service to your customers shows that you are;
Through customer service and trust, these factors contribute to increased sales.
Customers who are satisfied with your customer support are likely to spend more and make more frequently. A strong customer service program boosts customer lifetime value. This leads to higher sales and increased profits.
Businesses should meet their customers’ needs through responsiveness and personalization. This enhances the overall customer experience. This approach encourages repeat purchases and strengthens the connection with your customer base.
A business's success is not merely dependent on marketing and brand reputation, but customer service & support play a vital role in it. The contribution of customer support can add to marketing success and strengthen the brand’s reputation.
Word-of-mouth influences 20% to 50% of all purchasing decisions, making it one of the most influential factors driving consumer behavior.
Source: https://cropink.com/referral-marketing-statistics
Buyers who receive good customer support from a business often share their positive customer experiences with others. This makes them brand advocates. These advocates help generate more sales by sharing their experience through their personal networks. Thus, these organic referrals build credibility and encourage the target audience to try your products or services.
Businesses like Chatpandas build trust by providing remarkable customer support. When potential buyers see how quickly you resolve issues, it sets expectations and drives more confidence in your products or services. Customer service has a direct impact on sales by influencing them at the earliest stage.
With strong service delivery and trained service agents, the business can consistently meet your customer expectations. Furthermore, it can reinforce your brand’s reputation and drive sales through customer evangelists, helping to close the deal.
Nowadays, customers post reviews about their experiences with brands on social media & other such platforms. A single bad review can harm brand’s reputation. Therefore, customer complaint management should be the top priority of any business.
Fast and empathetic responses help meet customer expectations and reduce negative feedback. By resolving customer complaints, businesses not only retain their customers but also protect their sales.
Above all, these two effective ways through which customer service and support boost sales and ROI include customer retention/ loyalty and brand reputation. These two work like a magic pill for businesses looking to scale their business operations, grow sales, and enhance customer experience.
Drive sales by boosting customer support. Connect with ChatPandas today for seamless, reliable, and scalable customer service solutions.
