Salesforce, for example, found that 80% of customers believe that the overall customer experience is as important as products or services.Ĭustomer service plays a critical role in ensuring customer retention, but it also influences new ones too.Īlmost three in five consumers believe that great customer service is a core driver of brand loyalty.īrands well-known for excellent customer service develop a reputation that’s hard to ignore. In general, some 65% of sales tend to come from existing customers, which makes an obvious case for ensuring that those customers continue to choose you over your competitors. There’s an oft-repeated stat in business circles that it costs a lot less to keep existing customers than it does to attract new ones. Your customers are the lifeblood of your business, so it’s crucial that they always feel valued, assisted, listened to, and confident when they interact with you. In essence, customer service is as simple as it sounds: it’s everything you can do, in any capacity, to help serve your customers.įree guide: Reimagining omnichannel CX in the age of AI Why is great customer service important? AI-driven chatbots and automated self-serve platforms are a vital part of successful customer service, as is streamlined UI design. It’s solving issues after a sale, but it’s also informing people still considering your product.Ĭustomer service also isn’t just human to human. Customer service is replying to social media outreach and greeting customers as they walk into a store. While the call center is still an integral part of customer service offerings, it’s actually just a small part of the bigger picture.Ĭustomer service happens on every digital channel, as well as in person. The traditional image ‘customer service’ conjures is most likely a customer service representative with a headset, solving problems over the phone. It is an essential part of the overall customer experience. It can take place before, during, and after a sale. Written by: Leonie Brown What is customer service?Ĭustomer service is the practice of providing help and support to both new and existing customers. The annual gathering of the experience leaders at the world’s iconic brands building breakthrough business results, live in Salt Lake City. Track your brand performance 24/7 and act quickly to respond to opportunities and challenges in your marketĮxplore the platform powering Experience Management Run concept tests, pricing studies, prototyping + more with fast, powerful studies designed by UX research experts Get faster, richer insights with qual and quant tools that make powerful market research available to everyone Whatever they’re are saying, wherever they’re saying it, know exactly what’s going on with your people Take action in the moments that matter most along the employee journey and drive bottom line growth Know exactly how your people feel and empower managers to improve employee engagement, productivity, and retention Increase revenue and loyalty with real-time insights and recommendations delivered straight to teams on the ground Uncover insights from any interaction, deliver AI-powered agent coaching, and reduce cost to serve Root out friction in every digital experience, super-charge conversion rates, and optimize digital self-service
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