What happens when your company’s Customer Service doesn’t work

Three basic consequences to your business and ways to overcome them

Promoting good Customer Service should be one of your company’s main goals, if not the main one. This is the basis for which the Customer Experience level can be increased and in turn generate satisfactory returns. But that’s not all: lack of service care can cause losses that are difficult to circumvent. Do you remember them?

Negative repercussions

Bad experiences increase the likelihood of customers posting their frustrations on social media, which immediately fosters likes and shares.. This diminishes your image to current or potential customers.

Remember: by not putting your client at the center of choices being made, by not offering simple relationship platforms, and by causing inconveniences every time they need to get in touch with your company, you’re the only one who loses out.

The Profits fall

Here’s a scenario: you give your costumer a bad experience and they share it on social media. Let’s say they spent $150 a month with your company. Now, multiply this by 50 people who were influenced by the customer’s negative account on social media, and who has now also stopped spending. In a single month, you would lose around $7,500. In one year, the loss would be $92,000. All because of an online post.

Remember: broaden your point of view on the power of social media, whether in the consolidation of your brand or in its weakness. Simple accounts like the one mentioned earlier help to analyze the problem globally.

Spending increases

Currently, purchases and contact between companies and customers are mainly done via smart phone, which enables interactions through various channels. It is imperative you offer omni-channel contact. A survey by Forrester shows that unnecessary costs on tool enhancements per channel exceed $20 million.

Remember: taking a chance on customer service tools can facilitate contact improve customer experience. With them, it is possible to perform simultaneous interactions in different platforms (like email, Facebook, Messenger, Instagram or Live Chat), solidifying your relationship and saving costs.