Come on – online consumers believe customer service is a myth. But a reason for this seldom comes to the surface i.e., they are not at all interested in going through the hassle of contacting the customer care team. Rather, uninstallation seems the easier way out. But a surprise customer care call can be a devilishly shrewd move on your part, and it may even keep them on your mobile app! Yes, it's true!
Strangely, just 33% of customers opt for customer service to resolve any type of dissatisfaction. They somehow believe that going to the executives will barely fix the problem; it's a time wastage. Alright, in some cases, it may be true as well, but there are exceptions too. There are companies that are winning trust from their users with good service – do you want to be among them? Red Dog app customer service is one of the best this year.
What Is Customer Service?
Customer service does not even need to be explained – we all know what it is, right? But all other businesses are failing to give it the importance it deserves. It is a very vital component which can make unhappy customers happy with almost no effort.
Customer Service: Then Vs. Now
Customer service has come a long way – initially, the entire process was offline, and people used to pre-book it in advance through dockets, even that by standing in long queues.
But now the entire system is online, and sometimes users don't need to even call the executives, the apps/sites have so many resources/guides in advance to solve most of the problems. Now waiting time for instant support is reduced to a great level, with or without making a call to the executives.
As most of the customer care is moving online, some technicity is also being linked here in order to keep the users happy.
As it's a trend, interruption is a giant "NO" for the users and very few technical issues bother the customer care on mobile applications. And surprisingly, this interrupted service is often known as bad customer care. Do you know what are the consequences of this? Not known, just have a look at the next section:
A Poor Customer Service Experience Can Hurt Your Business
The impact of poor customer service can best be measured by numbers – so no more anecdotes, only established facts to show where it could lead:
- 61-91% of consumers go for alternatives on receiving poor customer services
- On the other hand, 93% users will surely make a repeat purchase for good customer services
- Minimum 12 good customer experiences are needed to cancel out one negative customer experience
- 94% customers make a judgment about the brand based on the quality of their services
- 79% customers view service as being as good as the products they sell
- Businesses in the world lose an estimated $75 billion due to inadequate customer service in each year
- 40% customers require a problem to be resolved in a single call
Brands Which Manage Online Customer Service In A Harsh Manner
In order not to incur huge losses and an unfavorable image with the target groups, fashionable brands currently approach customer service like experts. And on top of that, they're also being rewarded.
Below are some motivational stories to learn from:
Apple
Apple touched no platform that was left uncared for to serve its customers, and it continues to thrive like a winner. The result is familiar to all – it's one of the leading companies in terms of its earnings.
Most notably, Apple users are practically loyal to the firm – they don't switch even when they get the same stuff at cheaper prices. They are so loyal to the firm, iPhone loyalty rate is more than 90%! Wow?!
Amazon
Amazon is the pioneer in customer service on their app. They introduced the guides/FAQ system so that their users can get self-service for their complaints.
Amazon is proudly sporting a 90% customer retention rate and they believe customer service is the bedrock upon which to build their technologically advanced mobile app with huge inventories in stock.
Starbucks
Amazon and Apple are shattering the online customer service in the best way possible, while Starbucks is shattering the offline and online customer service. And this great service is generating 16x more loyal customers and 6x more store visits. Now, tell me how cool is that?
You Should Take Care of Customer Service, Right?
However, thinking, why should you care about the customer service in your mobile application? Here are the advantages:
1. Increases Sales
Great customer service creates various cross-sell and upsell opportunities. By taking care of your consumers, you might actually convince them to purchase more of your products. And you could expect to sell some products the consumer does not even think of buying.
Research has shown that even a difficult exchange can produce 6% cross-sell and upsell opportunities – excellent service creates 80% of these higher selling opportunities.
2. Keeps Customers
Apple, Amazon, and Starbucks case studies demonstrated how excellent customer service leads to mobile app customer retention. Other advantages associated with it are higher customer lifetime value and reduced customer churn. And a 5% boost in customer retention can boost your profits by 25-95%.
3. Provides Great Marketing Scope
Good customer service is as effective as a good marketing strategy for beginning firms. Good customer service is as much a word-of-mouth marketing strategy as one can possibly get – by just serving the customers, one can market their brands. That means cost-reduction for marketing – a win-win situation, indeed!
4. Enhances Brand Image
Good customer service is like a booster to your brand reputation. We already discussed how it helps build a reputation for your company. Good customer service gradually makes your brand popular, and you will have a group of loyal customers for sure on your mobile app.
5. Generates Referrals
When you treat your customers good, you have a satisfied community. A satisfied customer only recommends their satisfaction to 9 people, whereas bad customer service reaches 16. Dissatisfied customers drop their experience in their circles, social handles, communities, etc.
But to give to 9 positive experience is no joke – all 9 become your customer. Yes, happy customers' words are that strong, and the better you treat them, the more referrals they will bring.".