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Rapid customer service is more important than content and social communities

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.

By Carolanne Mangles

I am Smart Insights' Digital Marketing Executive and Blog Editor - I write on a range of topics - SEO, Analytics, Content Marketing and Digital Marketing Strategy and Planning - to bring you the best advice on all things new in Marketing. You'll also find me traveling and exploring new parts of the world when I'm not writing. Connect with me on LinkedIn or follow me on Twitter

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