the aim of Customer Services is to meet customers’ needs by providing professional, useful and high-quality assistance before, during and after the purchase. Its ultimate aim is to accompany customers throughout the purchasing process and to listen to their needs, in order to guarantee their complete satisfaction.
Now more than ever, the health crisis of the pandemic we experienced and social distancing have helped us to determine just how important good customer service is for businesses that want to succeed and prosper.
Providing good customer service in a call center is important for the following reasons:
- Good customer service is an asset for optimising your sales and customer acquisition.
- Good customer service helps build customer loyalty.
- Good customer service helps to enhance your brand image and generate positive word-of-mouth about your company.
Good customer service is an asset for optimising your sales
It’s a well-known saying:
“People buy from those they know, like and trust”
That said, it’s always worth remembering just how true it is.
To put it more clearly, if buyers don’t trust you, they’re much less likely to take the plunge, no matter how attractive your prices or promises are. Sales are directly linked to the feeling of trust that your brand inspires in its prospects.
To inspire trust, you need to be credible. Credibility is based on your company’s ability to establish credibility, which depends, among other things, on the quality of the interaction you have with your prospects and customers.
As for the feeling of trust, it is largely influenced by the presence of an efficient and responsive customer service.
That’s why a high-quality, human customer experience must be a top priority in your marketing strategy.
If your customers need to speak to an advisor, Advancia Téléservices offers you :
- Available staff: We provide you with experts in customer relationship management, who are committed to being available 24 hours a day, 7 days a week (on request and depending on volumes).
- A personalised offer: Advancia Téléservices gives you access to the widest range of customer relations services before and after the purchase (product and price information, order taking, order tracking, sales assistance, telephone reception, message taking, call redirection, etc.)
- Professional customer service: We are committed to treating our customers in a professional manner. Our staff are selected and trained to create the best possible customer experience and to do their utmost to detect your customers’ wishes and needs.
Investing in good customer service builds customer loyalty
The customer experience plays a decisive role in the customer’s choice before making a purchase, and it also helps to build loyalty after the act of purchase.
In an increasingly connected world, we need to be aware that we are facing a new generation of intransigent, well-informed customers. As a result, a company’s success or failure in the digital age is closely dependent on its ability to confront this reality by adapting its customer relations service and rising to the challenge of optimising customer relations.
Advancia Téléservices’ main mission is to create value for the companies it supports through a remote, multi-channel, high-performance and competitive customer relations offering.
Our experience allows us to confirm that the quality of customer service in a contact center is undoubtedly a key factor in building customer loyalty, in the knowledge that these regular customers generate significant revenue for the company.
To show you just how important this is, we have chosen to present a study carried out by Hubspot:
According to this study, customer loyalty is more profitable than acquiring new customers. An increase in customer loyalty of just 5% can boost profits by 25%. What’s more, loyal customers tend to spend more with a company they already know (67% more).
Last but not least, the customer acquisition cost (CAC) is higher than average for a company that invests only a small percentage of its budget in customer service.
The bottom line is thatinvesting in customer service is a guarantee of improved customer retention, which considerably reduces the amount you need to spend on acquiring new customers and lowers the overall CAC.
Good customer service enhances your brand image and generates positive word-of-mouth about your company
The human-assisted service in a call center is here to stay, because the requests addressed to customer service are complex, some of which require personalised human involvement. What’s more, some customer segments prefer the human touch. Personalising your customer relations service not only makes it a good service, it also helps to create an invaluable competitive advantage over the long term.
As a result, you need to invest in a customer service department that can support you over the long term and that has the ability to understand and effectively promote your company’s values.
At the end of the day, a qualified customer service, focused on the values conveyed by your brand image, is an essential tool for attracting and retaining customers.
Our employees at Advancia Teleservices speak directly to your customers and take responsibility for representing your brand when interacting with current or potential buyers. It’s worth noting that 73% of customers say they remain loyal to brands because of the friendliness of customer service representatives.
These loyal customers who have enjoyed a good customer experience will become ambassadors for your brand and will then take it upon themselves to spread positive word-of-mouth about you to their friends and family, free of charge.
To guarantee the quality of our services, we are committed to continuous development. An independent production department has been set up to monitor quality and ensure compliance with customer requirements and specifications. Highly demanding control procedures have also been put in place to complete the system: automated audit grids, call recording, coaching and reporting, etc.
Finally, we would like to emphasise that we also benefit from ISO 18 295-1 certification for the Customer Contact Center acting for principals, to guarantee an excellent customer experience.
Now that you know all about the importance of high-quality customer service for good management and optimisation of customer relations, all you have to do is contact us for a personalised, tailor-made customer relations service that meets your company’s needs?