Good customer service is a revenue generator. When 86% of customers quit doing business with a company due to a bad experience, it means that businesses must approach every support interaction as an opportunity to acquire, retain, or up-sell. For example, at Help Scout, we define customer service as the act of providing timely, empathetic help that keeps customers’ needs at the forefront of every interaction. Organizations can also create their own definitions of customer service depending on their vaues and the type of support they want to provide. Customer service professionals commonly answer customer questions through in-person, phone, email, chat, and social media interactions and may also be responsible for creating documentation for self-service support. What is customer service?Ĭustomer service is the act of providing support to both prospective and existing customers.
It requires a serious commitment to meaningful change, a team of rockstar support professionals, and work across the entire organization.
Transforming your customer service from mediocre to great won't happen overnight, though. The good news: It’s not impossible to turn things around. It doesn’t matter how great your product is: If your customer service is poor, people will complain about it, and you’ll lose customers.
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