Inbound Customer Service: An Entrance to the World of Happy Customers

Posted by Alexis Powell on June 3rd, 2017

The importance of satisfied and happy customers is known to all. Every organisation in today’s day and age is thriving to achieve this one motive. Millions of dollars are being spent every year by companies wherein they undertake numerous activities in order to retain their customers. There is nothing worse in the business world apart from an unhappy customers. If your offerings aren’t able to delight your customers, then they won’t just leave you for your competitor but will end up spreading negative word-of-mouth which will end up tarnishing your image in front of other prospects.

You can have the most exquisite product but its value would go down if you aren’t available for your customers when they need you. In today’s technologically advanced and dynamic world, it has become extremely important to be present at all times for your clients. A quality inbound customer service is the first step in the ladder of happy customers. The cost of an unhappy customer is so huge that no business can afford to pay it. The question which arises now is how a company can possibly improve itself in order to maintain a host of happy and cheerful customers. Before going any further, it is important to pay due attention to the underlying causes. You must understand the things which can alter customer satisfaction levels and only a thorough comprehension of this can help you in serving them better. The KPIs mentioned below will give you the exact picture of where you stand at the present moment in terms of inbound customer service.

Average Response Time:
The time you take to respond to customer’s queries and issues is a major determinant of your service levels. Undoubtedly, it plays a significant role in determining the levels of satisfaction which customers reap out of your offerings. Every organisation is aware about the fact that it needs to be always available for their customers but the question which arises here is are they able to do it? Customers abhor it when they are neglected. Impeccable inbound customer service is all about your quick responses in addressing customer’s issues. If you happen to have a longer response time, then it is high time to review your processes.   

Are your customers making repeat purchases?
This is a major criteria when it comes to evaluating customer service. If your offerings are good and you believe that your customers are satisfied, then there should be no reason for them to leave you. The biggest compliment for any organisation is that its customers continue to buy its products over and over again. Customer retention is the key and you must understand that acquiring customers is five times costlier than retaining new ones. Of course, few customers will always leave and go but the question here is about the majority. If major chunk of your customers choose not to stay with you, then it is time to mend your ways and inbound customer service support.

Positive word-of-mouth and customer referrals:
It is extremely important for organisations to track customer referrals. A happy customer is your marketer and will bring in ten more. When customers are delighted by with your product and services they give positive reviews about it to friends, family and on the internet. If you are blessed with a high number of customer referrals, then that is a proof of the great quantity of satisfied customers. Running referral programs, wherein your customers get rewarding for bringing in new customers, is a great way to boost your sales levels.

Undoubtedly, customer loyalty is the biggest goal of any organisation in this century. A strong and quick-to-respond inbound customer service team is the necessity of the hour if you wish your business to climb up the ladder of success.