Acquiring a new customer can cost up to 5 times more than retaining an existing customer. Keeping your audience happy, however, is a daily challenge that the messaging channel can help you overcome. Let's see how. “It takes months to find a customer…seconds to lose one. Vince Lombardi, American football coach. Giving greater value to customer service while ensuring constant, empathetic and efficient assistance to our audience stands out among the 2020 lessons. Every day, users are adapting to these times of rapid and constant change with new needs and higher expectations. Today's user is not just looking for an answer to his problems. They E-Commerce Photo Editing Service want to feel recognized, understood, and above all considered . Here, companies must orient their customer relationship on two tracks that are difficult to reconcile but essential: satisfy the customer's need for empathy by providing personal and human assistance satisfy the need for an increasingly digital, constant and immediate support experience.
Above all, this second point calls for the need to integrate digital channels such as e-mail into all customer service strategies . So let's see how email marketing can improve customer service. Why is it important to optimize customer service? Globally, approximately 90% of consumers believe that customer service is key in the purchase decision process , and this across all age groups: customer service by age Providing satisfactory and efficient support is important from many perspectives, including simply increasing profits or the higher goals of brand reputation and audience loyalty. E-Commerce Photo Editing Service Just take a look at the stats to understand how customer service is a veritable goldmine for any business: It brings 4 to 8% more profit to companies that favor its optimization. It favors the probability of a repurchase by the customer . 89% of consumers are more likely to make a repeat brand purchase after a positive customer experience. It increases what is called brand promotion , which is the maximum degree of brand loyalty: the likelihood that a customer will recommend a brand to other consumers after receiving satisfactory service increases by 38%. It consolidates the trust and loyalty of users towards the brand .
Nearly 90% of consumers say they have more confidence in a company whose support service is efficient and fast. What makes customer service efficient and satisfying Opportunity. Considered one of the most important characteristics by 90% of customers, punctuality is the first sign of an efficient and satisfactory support service. Receiving a quick response to a problem is obviously the first desire of every customer, but how to establish this speed of response? E-Commerce Photo Editing Service According to 60% of consumers, a response is considered “timely” when it is within 10 minutes of asking for help. Immediacy. By immediacy, we mean the ability to resolve a problem on the user's first attempt in a “one-shot” support session. According to a Microsoft survey, solving a problem the first time is the key to satisfying support. Skill. The graphic above shows that knowing those who interact with the customer is also essential for good customer service. Users not only expect quick and easy answers to their problems, but also to interact with someone who can provide information that the user alone cannot find. It adds concrete value.