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The Evolution of Customer Service

The Evolution of Customer Service

The Evolution of Customer Service

Everyone's heard the term "customer service" and how important it is to your business. But what exactly is customer service, and how has it changed? Let's break it down.

Salesforce describes customer service as "the support you offer your customers—both before and after they buy and use your products or services—that helps them have an easy and enjoyable experience with you." It's the different ways that you can help ease the experience your customer has, whether that be to fix a problem or help them solve an issue. It is vital for your brand's reputation and credibility.

Why is it important?

Good customer service is essential for any business. 33 percent of Americans say they'll consider switching companies after just a single instance of poor service. That's a massive amount of consumers that you could lose after only one bad experience. The number one reason customers switch away from products and services is feeling unappreciated. This shows how crucial it is to show your customers that you value them. Consumers are willing to spend 17 percent more with companies that deliver excellent customer service. By having excellent customer service, your business is more likely to build stronger customer loyalty.

How has it changed?

While customer service isn’t a new thing, it has changed drastically with the advancement of technology. Previously, customer service would have generally been handled in person or over the phone, and while that still happens today, it's not the most common way. Social media has changed the game for customer service. An estimated 67 percent of consumers now use social media networks like Twitter and Facebook to seek resolution for issues, while 54 percent of customers prefer social messaging channels over phone or email. This means that the vast majority of your audience is going to social media for customer service.

Understanding the change in customer service is essential for your business, especially when trying to gain customers from younger generations. Take a look at your customer service and see what might need work and how you can start implementing social media.

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Contributor Dani James

Dani James is a Marketing Specialist and writer for Atwill Media. She has a bachelor's degree in Strategic Communications from Arkansas State University with focuses in Public Relations, Advertising, and Social Media Management.

When not working, she enjoys spending time with her family, reading a good book, and watching The Office.

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