6 Reasons Why a Business Cannot Survive Without Customer Support in 2018
A few days back, my mobile internet was down and
I could not browse through the net for some important research papers and was
about to have a panic attack! I tried restarting my phone to see if it would
work, but unfortunately, it didn’t. So I dialed the customer service number
which was associated with the service provider and went through the mandatory
IVR system. Once connected to the executive, after a few initial details taken,
he very politely asked what the problem was. On hearing me rant out for like a
minute without interrupting, he informed of some issues going on with the
connection (gibberish for me anyways!) and that it will be restored within half
an hour. I was sceptical at first to believe him, but reluctantly agreed.
Exactly half an hour later, my connection was restored and all was fine in my
World! I was impressed that the executive was well informed of the situation
and was aware of the Estimated Time of Resolution too!
That is the kind of customer service that keeps
you with the service provider even when it has some glitches along the way! It
doesn’t matter how good your product is or how well it is selling currently, if
your customer is not satisfied, it is bound to fail tomorrow, if not today. With
good Customer Support Services, you not only
portray that you have a good product, but the willingness to amend any issues put
forward by your customer.
Where does
a Business with a good Customer Support Team score better against a Business
that doesn’t?
v Company Values: With a business that has defined what it wants for its customers, it
is very important to include customer satisfaction as their top priority to
succeed. Such a strong mission will be beneficial in the long run if they want
their product to grow and be accepted by the general masses.
v Brand Awareness: When you have a good customer support base, the resulting positive word-of-mouth
publicity that will spread would be an added advantage to your brand and its
awareness among the public. No one wants negative publicity in the early years
of business; this can break your company and put it down faster than it can
come up again.
v Customer Loyalty: A person who knows that he will be treated the best every time he buys
a particular product or uses a service, he tends to keep going back to the
service provider even if he may face a problem occasionally, this is called
customer loyalty to a brand or service which is very important in any business
if they aim to be in the market for a long time.
v Increased Popularity: Any business today needs to be popular in order
to sell, may it be on social media or other such sites, a bad review by a
customer can cause great deal of problems for a business. By addressing the
customer’s requirements, a business can help gain popularity by being a product
of the masses, for the masses.
v Feedback/ Grievance Redressal: If a business only concentrates on making money
and forgets about taking feedback from the customer or not addressing any
grievance with respect or genuine concern, can affect it gravely. With the
advent of the Internet Age, customers have a platform to raise their concerns
about poor service on a global front which can break your years of hard work if
not addressed properly. With a good
customer support team that is trained to deal with such situation sensitively, can
prove to be a boon to your business.
v New Opportunities and Partnerships: With the word out in the market of your
business being a customer centric business, opportunities to tie up with like-minded
business will pour in automatically. After all, everyone wants a share in
success! Such Partnerships can open up new horizons for the growth of your
business tremendously.
Conclusion:
With a good
Customer support team for your organization you are assured of a best in class
customer assurance portal while you can continue to better your products. At
Trupp Global, you have access to a team of handpicked and well trained
executives that will help address your customer’s queries or grievances in the
best possible way and in record time too. For more information about our
services contact us today.
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