In many customer service environments, there is still a lot of focus on costs. Understandably, as costs are often easier to understand than revenues. Moreover, customer service is often still considered a necessary evil rather than a way to differentiate yourself. Why should you still invest in your customer service department to save costs in the long run? Based on our practical experience, we have listed a number of investments that generally yield more than they cost. Of course, investments come before returns but most of these investments can be recouped in the very short term.
We often see customer service organisations with outdated, home-grown or inefficient systems. As a result, employees often spend unnecessary time on tasks that could be made easier, faster or simpler with the right systems. An investment in the right system can quickly pay for itself, especially if it offers good reporting capabilities that allow you to improve productivity. With the right systems, you can do more in less time.
Happy employees make for happy customers. The moment you design customer service in such a way that it is pleasant to work there, it has an effect on customer satisfaction. Investing in training, for example, can lead to better conversation skills and faster handling of customer contacts. This results not only in an increase in productivity, but also in higher employee satisfaction. Invested employees stay longer and work harder.
Efficient processes ensure that fewer avoidable customer contacts need to be handled. As a result, you save a huge amount of time. In many companies, more than 50% of customer contacts are avoidable. That's a lot, a lot of time. So invest in optimising those processes. In doing so, you can, for instance, use a external advisor who can look at processes with fresh eyes unbiased. Costs a little investment but even if you reduce avoidable contacts with 10%, that investment will pay for itself in no time.
Good accessibility provides distinctiveness. We are then talking about dual accessibility.
Investing in good reachability pays off. Customers are more satisfied, and if you are accessible, they are more likely to order something from you. Especially the importance of out-of-hours availability is seriously underestimated. Far too many companies still think it is not necessary and would be too costly. This is absolutely not the case. Besides, if you cannot or do not want to set up extended opening hours yourself, you can always use a outsource part, for example in the evenings or weekends.
A good customer service department delivers competitive advantage. Customers are less likely to switch to a competitor if they are satisfied with the service. Investment in customer service is therefore not only cost-saving, but also a strong marketing tool.
In short, investing in good customer service may cost money, but the returns are always greater. If you want to determine where your investments will yield the highest returns, we can help!
We are SpangenbergGroup! And we can help you make your customer service a good customer service to make. Just good customer service where the basics are in order. Where customer contacts add value to the customer experience. We unburden you in the area we are good at (customer service) so you can concentrate worry-free on what you're good at. Sound good? Get in touch.
With over 25 years of experience in optimising customer contact and customer experience SpangenbergGroup can help you. The optimise customer service or outsource? Use the form or see our contact page.
Also with other questions about customer contact and customer service you can always contact with us!
Get in touch, we'd love to check it out with you!
SpangenbergGroup.nl
Specialists in customer contact
Randwycksingel 20 (C03)
6229 EE Maastricht
T: +31 (0) 85 8884661
Info@spangenbergGroep.nl
Wondering if we can help you with just good customer contact? Also your outsource customer service? Take contact with us!