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How Strong Customer Service Grows Your Business

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With 90% of Americans citing customer service as a significant consideration when deciding where they spend their money, it’s clear that many purchasing decisions are no longer based on price or product alone. In an ever-increasing competitive environment, companies that lack exceptional customer service experience are bound to lose customers.

The fact is that forgetting to call customers back, even for one day, means you're missing out on new business opportunities. You may be missing these opportunities because of disorganization, lost paperwork, misplaced notes on the job, or technicians in the field not having access to vital, job-related information.

In a tight market, sometimes good customer service is all that can set you apart from the competition. So how can you use better customer service to retain existing customers and attract new business? We’ll explore the best ways to do that and the best tools you can use in this article.

Top-Notch Service Creates Loyal Customers

customer service and communication

Smart and successful businesses know the importance of maintaining a happy consumer base. Satisfied customers are loyal customers - the people who’ll keep coming back to buy from you again and again.

Loyal customers can become ambassadors for your service operation. They spread awareness of your entity by recommending it to family and friends, generating free marketing through one of the most potent mediums of all: word of mouth.

It’s essential to focus on nurturing these existing relationships even more than creating new ones, as acquiring new customers costs six to seven times more than retaining existing ones. For small businesses, customer satisfaction levels could mean the difference between success or failure.

Developing these relationships requires regular engagement. Some methods you can use to build customer loyalty include:

  • Consistently communicating with your customers before, during, and after jobs are completed.
  • Respond quickly to customer requests no matter which communication method they use to reach you.
  • Asking for feedback every chance you get. Customer satisfaction surveys give you an indication of how happy your customers are with the help they received.

Loyal Customers Increase Sales

Not only do loyal customers generate free awareness and promotion of your company, but they also increase sales. A study has found that 86% of customers are willing to pay more for customer service that is friendly and welcoming.

Creating happy customers requires a combination of reliable work and exceptional communication. Exceptional communication means connecting with your customers on their preferred communication channel, providing relevant information quickly, and offering high-quality services. 

Why should you put in this effort? Because existing customers spend 67% more than new customers.

Customer Service Opens Cross-Selling and Upselling Opportunities

Cross-selling and upselling your services increase the revenue you generate per customer. However, you can’t just upsell to new clients right away. It’s far more effective to sell to existing customers. The success rate of upselling a customer you already have is anywhere from 60 to 70 percent, significantly higher than the 5 to 20 percent success rate of selling a new one.

Customer satisfaction is a crucial ingredient of effective cross-selling. Upselling requires an understanding of your customer’s needs. Rather than pushing irrelevant products or services on them, it’s more efficient to focus on meeting their specific needs, encouraging them to buy more.

Use the Right Tools

It’s essential to equip your team with the tools that help serve up a positive customer service experience. These tools need to be mobile-ready and respond to what’s happening in the field while providing real-time insights into customer interactions.

An integrated customer relationship management (CRM) tool enables your business to offer personalized and effective customer service. A CRM platform collects information on a customer’s historical purchases, recent transactions and conversations, and other vital data.

Plannit’s CRM tool retains complete histories for everyone you’ve ever worked with. 

Gathering this data allows your business to make relevant and personalized offers to your customers based on historical interactions, increasing the likelihood of renewing service contracts.

Establish Trust and Reliability with Better Communication

Many businesses lose out on new opportunities because they’re ready to communicate with leads on the communication channels. Customers contact companies through many different communication channels. If you’re not prepared to respond on those same channels, those customers will look elsewhere. That can mean being ready to respond on email, social media, live chat, and phone.

Use a Customer Communication Management Hub

It can be challenging for businesses to monitor customer communication across different channels. You need to use the right tools, like Plannit’s customer communication management solution, where all your communication methods are available at your fingertips from the office, from the job site, or on the road.

This tool brings all your communication channels together in one place. It combines social media, email, web forms, phone, text, and chat in a single, easy-to-use hub. Having all of those in one place means that businesses aiming to grow through customer satisfaction will never miss an opportunity. Plannit can also provide an intelligent chatbot to assist customers even when your team is busy in the field.

This customer communication hub is just one feature in Plannit’s management suite. In addition, it includes job tracking, route planning, scheduling and dispatching, job history, and business reporting tools. All of these empower you to better serve and connect with your customers, increasing loyalty and growing your business.

All Your Customer Communication Channels Together

Providing superior customer service requires equipping your team with the best communication tools. Plannit’s all-in-one business management platform enables you to give fast, personalized service on everything from initial questions to getting quotes, signing contracts, and submitting payments.

Create your free account today and learn how our single platform empowers you never to miss an opportunity to connect with more customers.

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