[{"@context":"http:\/\/schema.org","@type":"Article","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/11\/what-is-customer-services-role-in-customer-retention-examples-benefits\/#Article","articleBody":"Good customer service is more than just responding to customer complaints (though, that is critical). In a digital-first, experience-driven economy, customer service impacts the entire customer journey and is a vital and strategic component of business success.\nIn fact, quality customer service is the biggest driver of customer retention\u2014even more than product or price. So, if you want to reduce customer churn, it\u2019s time to bring service to the forefront of your brand.\nWhat is customer retention management?\nCustomer retention refers to a company\u2019s ability to keep customers over time. And if it\u2019s not a key strategic focus of your business, it should be. Why? Because time and time again, studies show that it\u2019s cheaper and more profitable to retain existing customers than it is to acquire new ones.\nExisting customers are more likely to:\nTry new products or services\nSpend more money per purchase\nRefer friends to your business\nCustomer retention management is your company\u2019s process for maintaining relationships with existing customers to drive satisfaction and loyalty.\nAnd customer service plays a crucial role in that process.\n \nLoyalty rewarded: Customer retention strategies for retail\n   Customers notice when they're not valued. Retailers should focus on keeping their loyal customers by making digital a priority and delivering omnichannel, personalized customer experience.  \nHow customer service impacts customer retention\nCustomer service includes everything from answering customer questions and handling complaints to scheduling maintenance appointments and responding to product reviews. Really, any time a customer engages directly with a team member, it can be counted as a service experience.\nAs much as product and service quality, it\u2019s how you show you deliver on your brand promise.\nCustomers who receive great customer service are more likely to do repeat business with your brand, even when other companies have similar offerings at lower prices. But on the flip side, bad service experiences can stop the relationship in its tracks.\n \nThe undeniable impact of customer service on business success\n   The impact of good customer service on a business has grown in the wake of the pandemic. Improving service boosts customer loyalty and the bottom line.  \nBoost customer retention with outstanding customer service\nSince customer service can make or break the customer\u2019s experience, companies that deliver stellar service will have longer, more valuable customer relationships. So, to boost your customer retention rate, start with your customer service experience.\nAsk yourself: Is your customer service\u2026\nEasy to find and navigate? Too often, companies try to avoid flooded inboxes by burying their contact information deep within the site. Wrong move. When customers have issues, sending them on a scavenger hunt for your email address will only add to their frustration. Instead, put your Help info front and center. Whether it\u2019s through your website\u2019s main navigation menu or a chatbot at the bottom, make it as easy as possible for customers to reach out.\nCustomer-centric? It\u2019s no longer enough to provide great service. Now, you need to provide a great service experience. And that means taking a customer-centric approach to both what you do, and how you do it. Use data-driven insights to learn who your customer is and how they like to engage. Then, deliver a service experience based on their preferences and priorities.\nConvenient? If you\u2019re a global company, do you offer 24\/7 customer support? Are your service channels the ones your target market prefers? For example, older audiences may prefer using the phone, while younger generations may expect the whole interaction to happen via social media. For simple questions, users like self-service options, such as how-to videos or FAQ pages. But the more complex an issue is, the more they will want to talk to a real person.\nHelpful? Of course, service is all about helping. You\u2019re helping customers troubleshoot issues, or get greater value from your products and services. No amount of friendliness will make up for an unresolved problem. Solicit feedback from your customers to ask how the service experience could be improved, or whether they found it helpful. Send follow-up emails to customers after a service interaction to ensure their questions were answered. Use their feedback to make improvements.\n \nHow to improve customer service in e-commerce: Examples + benefits\n   In a digital world, customer service is crucial. Learn how to improve customer service for e-commerce, then watch loyalty and revenue soar.  \nBetter customer service=Better customer retention=Higher ROI\nCustomer retention isn\u2019t really all that complicated. To keep customers coming back, keep delivering value. Show them that you care even after they\u2019ve made their purchase. But, while simple doesn\u2019t mean\u00a0easy, the payoff is worthwhile.\nNot only are loyal customers more likely to spend more, they\u2019re also more likely to refer their friends and peers to your brand. Nurture customer relationships with ongoing service and support.\nBy delivering a customer service experience that goes above and beyond to make their lives easier, you\u2019ll build stronger, lasting customer relationships. And\u00a0that will drive revenue and value for you.\nKick-a$$ commerce. \ud83d\udcf2 Innovation.\ud83d\udcf2 \ud83c\udf43Sustainability.\ud83c\udf43 \u23f1 Service + support.\u23f1 Customers expect a lot from brands. Hear the best in the biz talk how to deliver.","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/11\/what-is-customer-services-role-in-customer-retention-examples-benefits\/#Article_Person","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/11\/what-is-customer-services-role-in-customer-retention-examples-benefits\/#Article_Person_ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2017\/08\/Emily_Kelly-150x150.jpg"},"name":"Emily Morrow","sameAs":["https:\/\/twitter.com\/emkmorrow","https:\/\/www.linkedin.com\/in\/emilykmorrow\/"],"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/emily-kelly\/"},"dateModified":"2021-12-06T16:21:01+00:00","datePublished":"2021-10-11T05:01:34+00:00","description":"Customer service is the biggest driver of customer retention. 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