"The customer don't care how much you know until they know how much you care" - Damon Richards
In today's internet driven market, when a "Customer" says they want it, they want it anyhow. The customers have more power these days than ever before. And as world wide web continues to evolve over time, the crucial factor for the success of any business is the way they connect to their customers be it current or prospective. The number 1 thing that the customer want from any business these days is fast response.
Customers don't mind if it is communication done through email, or any platforms of social medias present, the only thing that they expect is the end result to their query or request. In present world of ever developing e-commerce and social media scenario, customers have many options and if their query are not timely answered or attended, then the company better be ready to lose them. According to the research carried out by helpscout, the reward that businesses will receive from the timely and good support to the customer query is shown in the diagram below.
The diagram clearly shows the importance of better customer service and the result for the same. As per the research, 80% of people are willing to pay more for the better service and 78% of the customers would recommend a brand to other people, if they get a better customer service from the company. And one of the key ingredient to better customer service is quick and timely response to the customer query.
The longer the response time, harder it is to retain the customer. According to Jay Baer, founder of convinceandconvert.com, 42% of people who interacts with the companies expect replies from them within 1 hour time and 25% of the people expect it within the same day.
In today's internet driven market, when a "Customer" says they want it, they want it anyhow. The customers have more power these days than ever before. And as world wide web continues to evolve over time, the crucial factor for the success of any business is the way they connect to their customers be it current or prospective. The number 1 thing that the customer want from any business these days is fast response.
Customers don't mind if it is communication done through email, or any platforms of social medias present, the only thing that they expect is the end result to their query or request. In present world of ever developing e-commerce and social media scenario, customers have many options and if their query are not timely answered or attended, then the company better be ready to lose them. According to the research carried out by helpscout, the reward that businesses will receive from the timely and good support to the customer query is shown in the diagram below.
The diagram clearly shows the importance of better customer service and the result for the same. As per the research, 80% of people are willing to pay more for the better service and 78% of the customers would recommend a brand to other people, if they get a better customer service from the company. And one of the key ingredient to better customer service is quick and timely response to the customer query.
The longer the response time, harder it is to retain the customer. According to Jay Baer, founder of convinceandconvert.com, 42% of people who interacts with the companies expect replies from them within 1 hour time and 25% of the people expect it within the same day.
This shows how important the response rate is and how customers respond to them. The major differentiating factor in any business would be customer satisfaction, and that can come from the timely and quick response to the customer complaints and query.
However, does this mean that the brand representatives become very quick in responding to the customer with useless solutions or answer. The answer is NO. Depending upon the situation, the company can respond. For the matters that takes time discussing, just a one liner reply saying, "we have well received your query and we will get back to you as soon as possible"will atleast keep the customer calm. There should be no useless answers which will make the situation even worse. The worst being not responding at all.
Social Media is just taken as a means of marketing for products and services, but there are much more things to consider when you use social media. The company should be prepared for the volumes of query and complaints that they might receive regarding their products and cleverly and tactically use it for the promotion of the business. They should be aware of the outcome of non responsiveness to the query of the customers regarding their products and services.
The point is pretty much simple and straight that the customers these days are willing to pay something extra for good customer service with added values provided to them and those companies which provide quick response for their complaints and query will enjoy these rewards.
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