Online businesses are flourishing on the rising demand. With the increase in the number of online stores, grabbing the attention of customers is becoming more difficult. Quality customer service is one of the crucial factors responsible for improving your customer satisfaction and retention rate. Most of the leading online businesses in diverse sectors such as OTT platforms, e-commerce stores, job portals, and news portals, to name a few, tread that extra mile to keep their customers happy.
Customer support is intended to address and resolve various customer support requests, queries, and complaints through multiple channels such as chat widgets, phone calls, emails, and others. Apart from this, the customer support team is also responsible for managing various operational activities. Let’s have a look at the benefits of customer support in an online business-
Better Customer Retention Rate
Customer retention always costs less than customer acquisition and seamless customer service can drastically improve the customer retention rate for your online business. According to survey, more than 65% of the customers will come back to take your products or service provided they are satisfied with your customer service.
Every online business strives for revenue growth. And improving customer service can aid in it considerably. A robust customer support system makes the online business more reliable to its users. This not only increases the chances of them becoming your loyal customers but also enhances the word of mouth reputation of your online business. Furthermore, satisfactory customer service reduces the churn rate catering to the revenue growth. Research shows that more than 80% of consumers tend to go to your competitor due to poor customer service.
You can also read: Role of a SaaS Support and Ticketing System
Higher Customer Lifetime Value
Customer Lifetime Value = (Customer Value * Average Customer Lifespan), where the customer value can be calculated as average purchase value * average number of purchases. Better customer experience leads to a higher customer lifetime value (CLV). Quality customer service includes acknowledging and resolving customer support requests through various channels such as phone calls, web requests, emails etc. promptly on the basis of priority. Unresolved customer queries, complaints, or requests is a big turn off for your customers. Moreover, it decreases the customer engagement rate and hence the customer lifetime value. An user with a higher engagement rate is more likely to purchase your products or subscription to services and recommend those to others. According to the White House Office of Consumer Affairs, the lifetime value for loyal customers is worth 10 times their first buy.
Monitoring and Managing Business
Customer satisfaction rate often acts as a metric to monitor how your business is performing. Customer support requests convey whether the products or services are meeting customer expectations or not. A well-built customer support system resolves the support requests timely while having insights on which areas of the business needs improvement. In addition to this, customer queries, complaints, and issues can indicate the progress required in various departments such as management, IT, and others. Nearly 75% online business owners claim that customer satisfaction is a key metric for monitoring and managing their businesses.
Yes, an efficient customer support system can reduce the marketing cost for your online business. How? According to statistics, satisfactory customer support results in soaring the brand awareness by 20% or even more, while more than 50% of the new customers are driven by the brand reputation. Customer support can be a marketing tool for your online business without requiring any additional investment. The goal is simple, don’t only meet but exceed the customer expectations.
Tattle, the Muvi ticketing system lets you offer omnichannel customer support by converting conversations to tickets in one tap. Tattle helps you in contact us mails management, SLA management, user group management, user assignment, status workflow, and many more. Tattle will be available for free trial very soon. Register here to get notified.