What is Customer Service? (And why is it important?)

Customer service is the support you offer your customers — both before and after they buy your product — that helps them have an easy and enjoyable experience with you. It’s more than just providing answers; it’s an important part of the promise your brand makes to its customers. And it’s a critical to the success of your business. Why??? Because Customer service can have a big impact on your bottom line. It’s often said that it’s cheaper to keep existing customers than to find new ones. (Some even estimate that acquiring customers costs 6-7x more.) And it’s true: bad customer service is a key driver of churn. A survey says 68% of customers leave because they’re upset with the treatment they've received. Unacceptable! Prioritizing customer support helps you attract and retain quality customers. Customer support can make or break your reputation. It’s no surprise that as today’s social, mobile consumers have grown accustomed to getting what they want, when they want it, their expectations have risen accordingly. And customers are quick to share negative experiences online. Now the products and services you offer are only as good as the service you back them with — so it’s important to support customers on every channel from day one.

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