In the digital age, failing to provide a positive customer service experience could have devastating effects for a business. While customers may experience a certain level of frustration because of perceived inefficiencies with a company's product or service, experts say that a disregard for that frustration will yield resentment.
Consequently, a business that fails to communicate will likely not only experience poor customer retention, but also push customers who were ignored into the online review world to share their negative experience with other potential clients.
For example, a recent press release issued by Digital Marketer, a marketing data company, recounted the story of an individual who purchased a disappointing automotive product. After attempting to reach a customer service representative through a series of different channels, the woman still got no response until "Finally, [her] only recourse was to rip the product and the manufacture on the e-commerce site."
Moreover, it is interesting to note that this individual indicated that the company's lack of response created more ill-will than the fact that they distributed a poorly-performing product.
Considering the damage to a company's reputation that can occur from negative customer reviews, it would greatly benefit businesses to emphasize a positive customer service experience by having a friendly and knowledgeable staff consistently available to field customer concerns.
One solution for business owners who are looking to address this concern can pursue is outsourcing their company's customer service department to an experienced third-party answering service. By taking this action, business owners can effectively address all consumer concerns without adding extra burden to the organization's internal staff. Reliable answering services are available for consultation every minute of every day, retrieving and relaying important customer feedback with paramount efficiency so a company can attain optimal consumer retention.