Why you need customer service

OABPO Blog Team Published on July 5, 2013
Customer Support

Customer service is one of the most important aspects of businesses. Lee Resource Inc. says that 91% of unsatisfied customers will tell 9 to 15 people about their negative experience. If the experience was particularly difficult, then 13% of unhappy customers will tell more than 20 people about their ordeals. With a lot riding on these figures, it only goes to show how companies need to please customers and retain their business to increase cross- and up-selling opportunities to improve the bottom line.

Strongest asset: Your reputation

The digital era brought with it plenty of advancement for e-commerce and technologically-inclined services. However, this is a double-edged sword as a single post on prominent consumer websites could indefinitely harm your reputation. There are over 2.7 billion Internet users in the world: if a negative comment (albeit fabricated or truth) is posted about your company, then the aforementioned figure could be witnesses to your virtual shaming. This would cause permanent damage to your company as online posts could remain available for a prolonged period of time. After all, very few customers will knowingly affiliate themselves with a tainted company.

Furthermore, Econsultancy emphasizes that word of mouth is the best recommendation a company could ever receive. In fact, 90% of online users trust references from people they know, 70% trust strangers, 27% trust subject-matter experts, 14% turn to advertising, and 8% believe celebrity endorsements.

These statements only strengthen the fact that your business and bottom line could be just as great as your reputation. If your reputation is damaged, then customers might stop knocking on your door.

How customer service helps

If you have a longstanding reputation as an upright company, then a negative post would not affect you as significantly. Your loyal customers could stand up for you and proceed to tout your merits while abolishing the allegations against you. However, you can only boast of having this advantage if you practice superb customer service.

Customer service draws a very fine line between an irate customer and a highly satisfied one. An irate customer would make his complaints known, while a satisfied customer will talk about his positive experiences. If your customers are unconditionally happy with your services, then they will be your own ambassador to more customers in the future.

Customer service is the secret to customer retention and acquisition as customers who trust businesses are more inclined to be up-soldor cross-soldproducts and services. Furthermore, satisfied customers will continue to support your business, time and time again.

Join us on facebook
Open Access BPO 17 hours ago
Embrace the power of #diversity and drive positive change with #InclusiveHiring practices!

Our new blog post explores the transformative impact of inclusive hiring, providing insights and strategies to build a stronger, more inclusive workforce: https://buff.ly/3uHQV7c

----------
Our recruitment & training practices are meticulously designed to ensure exceptional #CX: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#DiversityandInclusion
#inclusivity
Open Access BPO 20 hours ago
When it comes to #CustomerService, every ounce of effort—both tiny and grand—counts.

Here's a list of 10 modest gestures your #CallCenter agents can do to build meaningful customer relationships: https://buff.ly/3Rc0wdZ

----------
Elevate #CustomerExperience by #outsourcing to a trusted 24/7 multilingual #BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#outsourcing #CX #CSat
#CustomerSatisfaction
Open Access BPO Yesterday
Ensuring memorable #CustomerExperience by providing high quality #CustomerSupport means two things:
• brands need to gain a 360-degree view of their customers; and
• brands need to satisfy a large part, if not all, of their customers' needs.

Do both by implementing a multichannel #CX management strategy: https://buff.ly/418ASeP

----------
Give your customers an unforgettable customer experience with multichannel #CustomerService: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#outsourcing #CX
#CustomerSatisfaction #CSat
Open Access BPO 11 days ago
Aside from the location advantage, the 𝐏𝐡𝐢𝐥𝐢𝐩𝐩𝐢𝐧𝐞𝐬 𝐭𝐡𝐞 𝐦𝐨𝐬𝐭 𝐥𝐮𝐜𝐫𝐚𝐭𝐢𝐯𝐞 𝐝𝐞𝐬𝐭𝐢𝐧𝐚𝐭𝐢𝐨𝐧 𝐟𝐨𝐫 𝐦𝐮𝐥𝐭𝐢𝐥𝐢𝐧𝐠𝐮𝐚𝐥 𝐜𝐚𝐥𝐥 𝐜𝐞𝐧𝐭𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 in Southeast Asia because of these Filipino qualities:
• neutral accent;
• multilingual proficiency;
• dedicated work ethics;
• resilience and adaptability; and
• close affinity with Western cultures.

Read: https://buff.ly/47sGAKD

----------
Partner with a #CallCenter with strong #CustomerExperience expertise: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#CustomerSatisfaction #CSat #CX
Open Access BPO 11 days ago
𝗙𝗼𝗿𝗲𝗰𝗮𝘀𝘁𝗶𝗻𝗴 𝗮𝗰𝗰𝘂𝗿𝗮𝗰𝘆 is a valuable metric to determine the challenges your #CustomerSupport team will face.
It allows you to manage your team and distribute the workload accordingly, paving the way for an efficient operational output.

Read: https://buff.ly/3R0VCk2

----------
Effective employee and ops management ensure high #productivity for optimal 24/7 coverage.

So, only partner with an #outsourcing specialist with robust and foolproof ops strategies that will make your brand soar: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CustomerService
Open Access BPO 12 days ago
Creating culturally diverse teams in #CallCenters is not just a moral imperative but a strategic advantage.

Here are 6 more compelling reasons for ensuring #CulturalDiversity in the workplace: https://buff.ly/3MYaCO6

----------
Choose an #outsourcing partner with diverse teams and cultures:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#diversity #inclusitivity
Open Access BPO