Customer Services
What Is Customer Service?
Customer service is the direct one-on-one interaction between a consumer making a purchase and a representative of the company that is selling it. Most retailers see this direct interaction as a critical factor in ensuring buyer satisfaction and encouraging repeat business. Even today, when much of customer care is handled by automated self-service systems, the option to speak to a human being is seen as necessary to most businesses.
Key Takeaways
- Customer service is the interaction between the buyer of a product and the company that sells it.
- Good customer service is critical to business success, ensuring brand loyalty one customer at a time.
- Recent innovations have focused on automating customer service systems but the human element is, in some cases, indispensable.
The Cost of Customer Satisfaction
For decades, businesses in many industries have sought to reduce personnel costs by automating their processes to the greatest extent possible. In customer service, that has led many companies to implement systems online and by phone that answer as many questions or resolve as many problems as they can without a human presence. But in the end, there are customer service issues for which human interaction is indispensable, creating a competitive advantage.
Amazon is an example of a company that is doing all it can to automate a vast and complex operation. It has to, given that it delivered 4.2 billion packages to customers' doors in 2020. Nevertheless, Amazon still offers 24-hour customer service by phone, in addition to email and live chat services.
Most successful businesses recognize the importance of providing outstanding customer service. Courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer.
The Impact of Customer Service
Customer service has an impact on both existing customers and potential customers. Did you know that 68% of consumers would react by telling family and friends about a bad experience by posting it on a social network? And almost 50% of customers claim they would switch to a new brand after just one bad experience!
And as each Facebook profile has an average of 338 friends, one negative experience can quickly reach thousands!
Would tell friends about bad experience
Would switch brands after one bad experience
Willing to pay 10% more for excellent service
Likely to make repeat purchases with companies offering excellent customer service
Average Email Reply Time (Hours/Minutes)
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Respond to all customer service questions
We ensure every inquiry receives a prompt and professional response.
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Follow up to see if the customer is happy
1200 1000 800 600 400 200 02.4%
Follow up
97.6%No follow up
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Answer all questions in the first response
250 200 150 100 50 097.6%
Both questions
answered in full8%One question
answered in full6%No questions
answered -
Make it easy for the customer to contact support
Email - 41%Phone - 38%None - 21%
Contact information on website
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Focus on quality, not quantity
Many customer support reps are judged based on the number of emails they answer and close. This approach, that speed matters more than quality, can lower the quality and the incentive to deliver a great service. We prioritize delivering excellent service over simply closing tickets.
Need Support?
Our team is ready to help you with any questions or concerns.
Phone: 0716251338
Email: info@carextrading.com