Why your start-up can't ignore customer support

By: Rohan Magerman

Date: 12 March 2018

Why your start-up can't ignore customer supportIn today's world where a single bad customer experience can ruin your business's reputation, no other department is more critical to the success of the organisation than customer support. Sure, every member of your team has a role in propelling the company forward. But customer support is usually the first point of contact, and sometimes the only way a customer chooses to interact with your business, often when something has gone wrong.

Yet, many businesses don't provide an effective customer service team. And that's a huge risk. Failing to focus on customer experience can cause many headaches down the line. In fact, one of the most frequently cited reasons for start-up failure is not paying attention to customers.

Below we highlight four reasons why you should prioritise customer service when filling positions in your start-up.

1) Customer service keeps customers happy

The customer support team provides customers with information to address enquiries about products and services. They also deliver quick and professional solutions for complaints, ensuring that customers leave feeling satisfied that their needs have been met.

2) Customer service turns customers into brand advocates

It's important to get the word out about your products and services. But you may not have the budget for a big marketing campaign. Good customer service may be all you need to grow your brand. Give customers a positive experience, and you end up with free marketing. Happy customers will either naturally refer the company to their friends or write glowing reviews online.

3) Good customer service encourages repeat business

A positive customer service is a crucial element in gaining continued support from a customer in the initial stages. Excellent customer service can convert a lead into a customer into a loyal customer. The more a customer purchases from you, the more likely they are to trust you and the stronger your relationship will be.

4) Customer service gathers valuable feedback

There might come a time when you're wondering what is working well about your product or service and what can be improved. This is where customer feedback comes in handy. The customer service team has direct contact with users, so it will be easy to gather feedback and convey it to the product team.

Finding the best support

Now that you know the importance of a customer service team, the next thing to think about is where to find good candidates. Many businesses may not have the time and money to invest in training; you need the talent right away - people who have the right skills and understand that your customers are the most important people in your business.

If your small business is still in its infant stages, you may need outside help to set up your customer service team. A business process outsourcing company may have more knowledge and experience than a newly-recruited in-house customer service team. They are also better suited to handle the challenges that come with running a contact centre.

Copyright © 2018 Featured post made possible by Rohan Magerman, senior content writer and marketer.