Maybe investing in customer support isn’t on your list of priorities yet, but imagine the following scenario: Your products and services are present on various advertising channels, just like those of your competitors in the market. Apart from your quality and price, which can easily be matched by the competition, what could make you stand out and make the buyer choose your brand over all the other possibilities?

This is where customer service comes in as your biggest differentiator, making your company stand out through the customer experience.

The role of support in the customer experience

Support is one of the ways to get closer to and build relationships with consumers and, as we’ve already mentioned, it’s also responsible for conveying the company’s image.

So, if this service is poorly done and your customer is poorly attended to, this will be their perception of your brand (and at such times, rest assured: they will forget the quality of your product in the blink of an eye). This is shown by a study carried out by OpenText, which states that:

Around 65% of consumers will switch to a competitor after just 1 or 2 bad experiences. This percentage rises to 88% after 3 bad experiences.

You can see that if you offer poor customer service, the competition won’t need to make much of an effort to win over your customers, right?

That’s why investing in a good customer support service is just as essential as investing in the quality of your products. It has been proven that effective customer contact has a real impact on the success of a business.

How to have efficient support?
It’s not enough to have a support service available, it needs to work. Providing a call center number on the website, where the customer calls and can’t even speak to a human, is not offering support.

We’ve already given you some tips on how to improve your customer service channels. Investing in a qualified team, offering multiple means of communication and betting on a more human and personalized service are just some of the ways to ensure that your customers are well taken care of.

Another important factor that contributes greatly to this mission is agility in solving problems. What consumers want is for their pain to be solved quickly, and this is only possible if there is clear and effective internal communication as well as a well-trained relationship team with the autonomy to find solutions.

This is how Scooto works to serve its clients: with qualified professionals, transparency in communication between companies and humanized relationships.

Does this make sense to you? If you need to improve the quality of your company’s customer support, click here and schedule a conversation with our sales team.