Increasingly, the difference between good customer service and self-serving/sales-focused service is becoming the deciding factor in the success or failure of many businesses. It is no longer possible to define good customer service simply as "being available" to your customers..
Loyal Customers are a Success Story
Highlighting sectors and services with subscriptions and/or recurring payments, such as the provider market and SaaS (software as a service(in translation: software as a service), it is observed heavy reliance on customer retentionIn other words, for these companies, Customer retention is fundamental..
Even more so if we consider the absence of loyalty contracts and/or sectors inflated by strong direct price competition – Your customer service can be the difference between a customer staying with or leaving your company..
To combat this rejection and its respective Churn Rate (Cancellation Rate) becomes paramount for the survival of the business. in the long term. More than that, if we take into account the CAC (Customer Acquisition Cost) increasingly high, Your business needs to retain the customer for at least a certain period of time. to pay for this investment.
Therefore, there is definitely nothing new in the maxim that It's cheaper to retain and build loyalty with an existing customer than to acquire a new one!
Customer Success
The news (admittedly not so new) is that Your customer service is what will help you build loyalty and retain customers, contributing to the financial health of your business..
But how? What is good customer service?
Have you heard of Customer Success (CS or Customer Success)A key area of focus in the most modern companies with the The function is to help the client succeed with their product or service.. Solving the customer's problem by adapting the solution to their business and expectations is the function of this sector., which works so that everyone wins (all win).
Therefore, pushing a product or service onto the customer and letting them contact you if they have any questions is a support and after-sales practice that is no longer well regarded in the market. Customer Success is proactive: it seeks to anticipate the questions and problems that may and should arise.He positions himself as a active client consultant who is there to help you get the most benefit from your product/service.
A happy and satisfied customer is a customer for life!
Feedback: Satisfaction Surveys
But is your Customer Success really delighting your clientele? And your product or service – does it meet buyer expectations? What can be improved and/or corrected?
Listening to the customer is essential! And obtaining this constant feedback is yet another task of Customer Success. Customer satisfaction surveys (quantitative or qualitative) are important mechanisms for obtaining data and... insights about your business.
Planning, preparing, and distributing these customer satisfaction surveys has always been a laborious task for the sector. However, new ones are emerging every day. Automation tools emerge to simplify this dynamic. The RECOVERY, platform of Matrix BrazilFor example, in addition to automated billing, It enables the configuration of highly personalized satisfaction surveys..
Good customer service today means service that is concerned with the problems and needs of the customer! This service is proactive, consultative, conciliatory, and eager for feedback! It's simple: Achieve success for your client and ensure the success and longevity of your business!
Recovery
So, if you're interested in creating and sending Satisfaction Surveys automatically, with access to complete data and reports, and also campaigns of Debt Collection from Overdue Accounts and Debtors – Learn more about the platform. RECOVERYPlease fill in your details below, and a consultant will contact you.
