When it is necessary to attract new traffic to the site, for example, if a matchmaking application needs to get dating traffic, then at the first stages it is especially important to keep the interest of new customers. To do this, it is crucial to take care of the good quality of customer service. Effective customer support not only helps in resolving issues but also enhances user satisfaction, which is essential for retaining new visitors. So companies need to develop a plan to serve old and new customers and pay special attention to this in order for their marketing strategy to be successful.
Why is communication with customers so important?
In recent years, especially with the growth of online shopping, consumers have been placing increasingly high demands on the quality of service, because it is important for people to be sure that they will be able to quickly and, above all, easily get answers to their questions.
This is very useful to know because effective customer service can help strengthen the company’s reputation. So those who offer their customers a satisfying shopping experience are more likely to succeed in an increasingly competitive online marketplace.
What is customer service?
In e-commerce, customer service refers to all interactions that an online business can have with its customers (before, during, and after the sale of a product or service). This includes several points, starting with communication through channels such as chat, email, social media, and phone calls. But also problem-solving, managing refunds and cancellations, and customer feedback based support.
This service is necessary to ensure customer satisfaction and thus increase their trust and loyalty. Ultimately, with proper management, it can also improve online reputation and increase business revenue. All this together strongly affects the marketing and promotion strategies of the company, because it is always cheaper to keep a loyal customer than to attract a new one.
The qualities necessary for good customer service
A business must have certain qualities in order to provide the most positive experience for its customers. Here are some points of effective service:
- Demonstrate patience: let’s assume that each client is different, so the consultant should be able to handle all requests with patience and understanding, even when the interlocutor is angry.
- Be careful: actively listening to your customers is crucial to understanding their problems. Therefore, good customer service should be able to take into account and interpret every word well in order to ask appropriate questions and respond best to every need.
- Have technical skills: To respond to customer concerns, you must first have in-depth knowledge of the products and services offered by the company.
- Offer viable solutions: Customer support needs to be able to solve problems and sometimes needs to demonstrate creativity and efficiency to fix problems as quickly as possible.
Presence on several communication channels
The world is constantly evolving, as well as customer relationships. With the advent of new technologies, traditional channels have expanded and new ones have appeared. Thus, customer relationship management is disrupted. That is why it is now unworthy just to be able to reply by mail. A good option is when you can write somewhere else or even call. You need to understand that each client is different and that preferences may vary. Some will prefer to communicate by email, others will prefer a phone or online chat. Thus, by offering several communication channels, companies can meet the individual needs of each person.
Communication channels, even if they are different, turn out to be complementary. Indeed, some channels may be more suitable than others for certain types of requests or issues. For example, an online chat may be more effective for solving simple questions, and a phone may be more suitable for solving more complex issues.
How to ensure the positive impact of customer support on your marketing strategy
Optimize services and products
Setting up technical support improves the processing of user requests, as well as the management of technical teams. Thanks to feature reviews and warnings about faulty elements, technical support also allows you to optimize the services and products sold by the company.
Gain a competitive advantage
High-quality technical support also increases the competitiveness of the company implementing it: it distinguishes its proposal from those developed by competitors. This commercial argument is an important advantage to increase sales opportunities.
Increase customer satisfaction
Technical support allows businesses to quickly solve complex issues and provide customers with a knowledge base so that they can find the answer to their questions on their own. Thus, thanks to this tool, a favorable circle is created: increasing customer satisfaction, increasing turnover and productivity.
Conclusion
The implementation of effective technical support, closely related to an effective marketing strategy and implies an increase in customer loyalty. A strong relationship is being formed between customers and the company. And, as a rule, the efforts invested in increasing loyalty are more profitable than attracting new customers.
