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Customer service statistics every small business needs to know

Article by SuperStaff

Back in the day, what probably mattered the most with business owners was marketing their products strategically and coming out with competitively priced items. While these are two incredibly important ingredients to any business today, a third component has been added—and it’s one you shouldn’t skip. It’s none other than customer service.

Businesses have become increasingly customer-centric, meaning your buyers don’t just want to shop from you—they want to build a relationship with you, too. No matter the size of your business or industry, having a competent customer service department is critical to ensuring operational success.

Thanks in part to technology, providing remarkable customer service has become easier. Your loyal customers can now reach you with a few clicks of a button compared to waiting on the phone for hours on end before an agent can attend to their concern. Social media has also been a great help with customer service efforts besides marketing and advertising your products.

As a small business, you need to remember that customer service should be one of your main focuses. Even if you don’t intend to scale, the simple act of having customer support will help you retain clients and keep your revenue growing.

Here are some intriguing facts and numbers regarding the customer service landscape you should know.

Why customer service is critical for small businesses

The stats above all spell out the same thing: no business can survive without a customer service arm. Your customers would want to have a platform or someone from your team they can reach in case they have problems or encounter difficulties with your product. It will be impossible for you to do all the work yourself, as this could get overwhelming. With a dedicated team, you can achieve the following:

  • Build a loyal following – Your business will cease to exist if not for your patrons. If your buyers like the treatment they get from your brand, they will stay loyal and likely purchase again. Small businesses fight hard for customers. Make your job a little less difficult by having a customer service team that will compel them to stay.
  • Develop a relationship with your customers – Customer service is not just about being there when something’s wrong. You should also be able to anticipate the needs of your customers by asking them for constant feedback, and showing that you’re listening to their complaints and suggestions if they have any. The old saying “the customer is always right” is true, after all.
  • Prevent negative reviews – Negative reviews can hurt any company, but the impact is stronger for small businesses. Deploying customer service efforts can be a preventative measure for instances like these or reduce the frequency of product returns or refunds.

Deploy your Customer Service Team Today

The numbers and facts don’t lie—having a customer service arm in your company will help your small business flourish. To help your brand find its footing in a competitive industry, consider customer service outsourcing to have experts back up your operations. That way, you can be sure that you’re hitting the mark for your core company goals and ensure that you have happy and loyal customers ready to do business with you.

Partner with a professional customer service provider. Contact us now.

SuperStaff is proudly associated with the NSBC.