If you know that your customer service isn’t as good as it could be, then now is the time for you to try and take steps to fix that. If you don’t, then you may find that you end up struggling to maintain a healthy profit margin and that you also see a drop in sales. If you want to try and fix that, then take a look below.
Your Brand Health Takes a Hit
A bad customer service experience can spread like wildfire. 33% of customers use their social media presence to vent their anger, and they also leave negative reviews. The issue is that posts like this can become venting points, and they can also amplify the negative image of your brand. This means that one customer essentially has the chance to drive away other customers, and as these stay online for a very long time, it’s not hard to see what an impact they can have on your company over the long run.
Source: Pexels
Customer Retention is Hard
You may also find that when your customer service isn’t as good as it could be, it becomes harder for you to retain customers. Your overall revenue will also take a hit. If you want to try and do something about this, then one of the best things you can do is try and take steps to not only improve your customer service, but also to find ways to make sure that no customer is being left behind. If you haven’t got one yet, setting up a ticket system is a good thing to do. When you do, you will find it easier to make sure that you’re dealing with every customer service request seriously, and that you are also able to get the overall result you need.
You Have Low Lead Conversion
Another major issue you may experience is low business lead conversions. Bad customer service will lead to you getting fewer sales overall, as you may find that customers leave and the potential ones you do have end up avoiding your brand. If you want to help yourself here, then you need to try and find easy-to-use social listening so you can dial in on reviews and ultimately make sure that you are not missing out on anything important. Consequently, having revenue and market shares suffer is another thing you need to take note of. When your brand reputation takes a hit, you may find that people end up shying away from your brand, and they are also much more reluctant to sign on the dotted line. This is a major issue as it will end up eroding your lead generation efforts, which is the last thing you want.
On top of this, poor customer service can also drive up your operational costs. A lot of this comes down to the time you spend handling complaints and how you manage escalations. Repeated issues also require way more additional resources, which will take even more away from your company.
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