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.