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Rapid customer service is more important than content and social communities

Author's avatar By Carolanne Mangles 25 Jul, 2017
Essential Essential topic

Chart of the day: A recent study has shown that customers want better customer service from your brand.

It's no surprise that a good customer support service is topping the list of what customers want most from a brand. Having a good communication with your customers is vital in conversion and retention. How else is a customer going to tell you if something is wrong? You need to address these issues as quickly, efficiently and professionally as possible to keep a quality brand and product reputation.

Important attributes of Costumers' Experiences with Brands

This being said, is it a shock that customers favor always on, automated service options the least? No. Customers do not want brands with a detached automated service. It is clear that over half (52%) of respondents want a fast response to their issues, something that can be hard to achieve with an automated service.

38% of those surveyed want a person to speak to, regardless of time or location. There is a rising importance in a 24/7 customer support service that is readily available to customers. If your customer had a problem that they need resolving they want it dealt with quickly and with a person - not an automated service.

Further, other important attributes customer's experiences with brands include customer loyalty (42%) and readily available information where and when they need it (38%).

With the importance being on good customer service, relationships between brand and customer and customer loyalty, respondents revealed that their least important attributes were:

  • Social communities and networks to connect with fans or customers (9%)
  • Multiple touchpoints (10%)

Remember, keeping a good customer experience with your customers and site visitors is essential in retaining customers and providing good customer support.  The right type of experience for your site visitors and customers can be the difference between retaining your customer and losing them.

Auhtor's avatar

By Carolanne Mangles

Carolanne Mangles Dig DipM is the Digital Marketing Executive for Click Travel, an award-winning corporate travel booking platform. She is a specialist in B2B SaaS and enjoys planning and optimizing the full customer journey across all digital channels to create brand awareness, great user experience and copy that really sells the benefits of the product. She was previously Digital Marketing Executive for Smart Insights where she was involved with multiple digital channels to manage fully integrated membership campaigns to boost new customer acquisition and current membership retention. She has spoken and given masterclasses at B2B Expo on Search and Content Marketing, holds an IDM award in GDPR and loves a glass of red wine. Connect with her on LinkedIn or follow her on Twitter.

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