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11 Sep 2014

Undoubtedly, the quality of the product or service, you are selling in the market, plays a key role in the success as well as the failure of a business but one fact that is common for all kinds of businesses is, ‘the customer service’ because this is what a potential buyer experiences about a company at first.

If you want to get a competitive edge in the jam-packed market, you must understand the difference between ‘customer service’ and the quality customer service.

Here are some important facts about quality customer support.

·         According to a market survey 82% consumers are likely to make repeat purchases from a company after receiving a high-standard customer experience. An online customer support is only considered perfect when it offers maximum ease to the potential buyers. For instance, now companies are taking the edge of live chat support using which they can create a feel of walk-in store in their e-shops.

·         It is further revealed from the survey that the companies, which focus more on the provision of standard online service, are likely to retain old customers up to 7%. By increasing the customer retention rate, the companies are likely to see a great surge in their overall profits because gaining a new customer is far costlier than retaining the old ones. The presence of live chat service on an e-commerce website assures that every customer would get immediate, real-time and personalized assistance.

·         Companies which keep their online support service at the top, get 61% more profits as compared to their competitors. Hence, a quality support service proves to provide a competitive edge to the online businesses. The online firms and companies need to pay a great attention to their customer service department and for that, they must have an efficient team of CSRs and should use latest online business tools like live chat software, Google Alerts and social media.

·         Most of the online businesses are using live chat support as their primary support channels – whereas the rest come as secondary means. The survey report has also unveiled that 80% of the customers are now quitting the phone usage while taking assistance.

There is no denying the fact beating competition and meeting customers’ challenging expectations require online companies to prioritize their customer service.



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