Forbes shares that 96% of customers say that customer service is very important with who whey stay loyal to. A business that focuses on providing its clients with good customer service can get a competitive advantage in its market. In this article, we will look at how to provide customers with better customer service to gain a competitive advantage.
The customer service that a business provides is the guidance and assistance that is provided to customers who purchase or are thinking of purchasing your products or services. It is more than a business only helping solve a customer’s problem, it is also providing ongoing support to customers based on their chosen method of communication.
The service you provide to customers is very important as it links to:
When a business provides good customer service, it will result in benefits such as:
Improved brand image - A great service will improve your brand image as your business will become known for helping customers and solving their queries, as well as creating long-term relationships with them. As a result, your business will be able to generate more revenue and increase profitability.
Make more sales – With good customer service, your clients will be more likely to purchase your products and services. Customers will then spread your business through word of mouth due to their good experiences. As a result, you will win more sales and generate more revenue.
Enhance business’s reputation – Your business will likely get a great reputation through offering a fantastic service, with clients leaving positive reviews about the experience they had with you. GMR Web Team highlights that 92% of customers read online reviews before completing a purchase, so having a good reputation is a key factor in making sales
Providing good customer service acts as a competitive advantage by:
This section will look into each of these reasons in detail to give you the information you need to gain a competitive advantage
Increasing your customer loyalty through good customer service can act as a big competitive advantage in your market. When you increase customer loyalty, you will have long-term customers that will not shop at competitors, and invest in your products and services to fulfil their needs. This will result in your business having more stable growth in its competitive market.
Providing customers with good, personalised service can act as a great way to differentiate yourself from your competitors. If you are offering your customers good unique customer service compared to the competitors in your market, they will be more likely to stay with your business and choose your products or services over your competitors, helping you stay ahead of the competition.
You will be able to find new marketing opportunities as your brand image will improve with customers spreading positivity through word of mouth about your customer service. As a result, your marketing can focus on the great service you provide and the relationship with your customers to increase demand.
To offer the best possible customer service, make sure you follow these tips:
Do not over-promise – If you deliver promises to your customers that are unable to be fulfilled, they will become dissatisfied with your service. This may create a more negative brand image for your business. Instead, promise them what you can deliver to them.
Offer help on every platform – Whether it is the phone, email, social media, or another platform to communicate on, you should make sure that you have the ability to provide good customer service. Without this, some customers may not get the service they require, and your brand image will be harmed.
Incorporate regular training for staff – If you incorporate training for your staff, they will be able to improve their skills and offer better customer service. LDL has shared that a sales team that has been given training will achieve their quota more often than a sales team that is not trained.
Find a balance between quality and speed – If you are helping a client solve an issue, you will want to try and find a good balance between the quality of your service you give them and the speed that it is done at. Customers want queries to be solved fast and also get the information that is needed
Have alignment in customer service across your business – No matter the department of your business, you will want to try to express the same core values and beliefs that your customer service is based around. This is because customers will want the business, they buy from to be consistent. They will not want their experience to be different depending on whom they speak to in the business and what department they interact with. By having strong alignment between all departments your customer service will be enhanced and customers will be more likely to stay with your business long-term.
Invest in CRM – CRM software will help businesses track their interactions with customers and get a better understanding of them. This will help your customer service become enhanced, as you will offer your clients a more personalised service helping you create a better relationship with them.
Chatbots – Chatbots are commonly used for customer service to take some of the workloads of your team members. Digite shares that chatbots save up to 30% in customer support costs for businesses and will speed up response times. Chatbots will help customers resolve some queries, and get useful information for customer service team members.
If you want to stay ahead in your market and have a competitive edge over your competitors, then TEB is the software for you. TEB is a sales automation CRM software that will streamline your entire sales process, help you better understand your customers and let you provide a great service. TEB will help your business do this with unique stand-out features such as:
See how TEB can help you gain a competitive advantage in your market, helping you grow and boost your revenues by booking your live demo and seeing all of these benefits first-hand.
