If someone told you customer service is not important, you know they are wrong. You must be living under a rock not to know what customer service is and why customer service is important. A good customer service team is half the customer success battle won. You need to provide good customer service experience for customers. This will improve their customer journey and ensure customer loyalty.
Why is customer service important?
In real, customer service is how customer-company interaction occurs. This includes problem-solving issues, challenges, and daily transactions. Customer service is not simply responding to queries. It is more about building customer loyalty and connecting directly with customers.
- How can customer service agents make the customer’s journey better?
- Can customer service reps assist customers in the product offering?
- Are customer service reps educating customers to get the most value from the service or product?
- Are customer service reps aware of loyal customers and those likely to churn?
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7 reasons why customer service is Important
Can help with Customer Retention
Isn’t the goal of every B2B SaaS company customer retention? It is always better to keep existing customers over acquiring new ones – it also works out to be cheaper. Good customer service makes that happen since customers are happy and ready to spend more time and money with the company. You need to have customer service agents ready to walk in customers’ shoes and take a deeper look at their concerns. This makes customer service more effective than advertising to a bunch of people who may be the wrong fit.
Helps with the Branding
It is known that customer service can be a huge selling point. And customer service is hard.
A brand for a company is like a reputation for a person. You earn a reputation by trying to do hard things well.
Jeff Bezos (CEO of Amazon)
Since customer service is necessary for growth, customer service agents need to look at improving the overall brand image of the organization. You can choose any type of customer service based on what works for your B2B SaaS business. This way, you can ensure a business grows because the audience loves it. Companies need to use customer service results in their branding. This is possible only when you have remarkable insights and results due to your customer assistance.
Brings honest feedback to the front
For any business to grow, feedback is crucial. Honest feedback will help you notice opportunities and areas for improvement. If customers are unhappy with the brand, they can just take it to social media or a product review site. In fact, 47% of customers voice their complaints on social media. This might lead to many prospects ditching the brand and moving elsewhere. This is why it is important to take feedback seriously. Feedback can help you understand many aspects of the business and grow positively. However, not all feedback is great. You need to know what feedback can be considered. Customer service improves the availability of feedback.
Builds customer loyalty
Another reason why customer service is important is that it builds customer loyalty. Customers are more confident trusting you since they know you will respond to their queries. Customers always choose places with great trained support teams. Support staff who are skilled can help build confidence and loyalty. Top customer service agents always look for the 360degree success of customers. Good customer service also proves the knowledge and skill of the company. This is an added advantage during upselling and cross-selling. Customers are loyal to companies that are transparent with them – in fact, 94% of them are.
Adds value to the company
Your product may be good and solve a niche problem. But what if your customers do not understand how to use it? This can be a major problem since customers may not be the same. Some customers may be equipped to understand complex products; others may have the capacity or willingness to learn. Some others may need more help in extracting value from the product. This is when customer service makes an entry. You can offer great customer service that will increase the value of the product and company. If a prospect knows they will get help for any of their concerns, you can assuredly ask for a higher markup price.
Sets you apart from peers
Good customer service will set you apart from the competition. It is easy to find other brands offering the same features as yours. Switching is easy; this is why customer service will help make the difference. Better deals and lower prices will result in increased profitability. You can be different when offering personalized customer service to suit customer requirements. Customers can choose such brands since they like the customized service. Good customer service will always influence buying decisions.
Increases customer lifetime value
Customer lifetime value showcases the total revenue a company can earn from a single client. The lifetime value increases as the customers are more associated with a brand. Good customer service makes it easy to increase CLV. You can make customers satisfied and ensure their long-term association. Customers can be happy with the product and look forward to getting associated more with their own solution. A good customer service agent builds a great rapport with customers and ensures better interactions.15
Customer service is important for your company; hence you must take the required action. You need to build a formidable team that focuses on overall customer success and is technically capable of handling complex queries. Good customer service leads to strong word-of-mouth marketing and encourages strong partnerships. It can even lead to customers recommending your product to friends and family.
Stanley Deepak is an accomplished sales and marketing professional with 15+ years of experience. He loves tech products and book reading. He writes on philosophy and culture on LinkedIn.
Published July 14, 2022, Updated March 02, 2023