Posts Tagged ‘customer reviews’

Don’t Let Bad Customer Service Affect Your Business! Here’s Why!

Posted on: January 17th, 2020 by dorarapcsak No Comments

Bad customer service will create a negative impact on your business no matter how great your products or services are. In the long run, poor service will result in losing your revenue, reputation, customers as well as employees.

In this article, we are showing you the dangerous side effects of bad customer service. Check it out and make sure you always keep your customer service standards high!

Revenue Loss   

Bad customer service creates a downward spiral for revenue. As a result of bad customer service, you can expect new customers to stay away and existing ones to leave. And of course, if your customer base decreases, you’ll have fewer sales, which will eventually lead to losing your revenue.

It’s definitely a vicious circle: your reputation gets damaged, you’ll start losing new sales, your existing customers will leave you and in the end you might even need to cut costs by downsizing your team.

And even if you decide to allocate more money for marketing purposes, if there is no effort made to improve your customer service, your newly acquired customers will soon leave you as well.  

Damaged Reputation

Without doubt, your reputation is one of the most valuable assets of your company. But in our ever-connected world, it takes only a few minutes to lose your reputation due to bad customer service.

Whether you like it or not, customers are your company’s most powerful marketing weapon. If they have a bad experience with your business, they will tell their friends, family and colleagues. In worst scenario, they will leave a negative online review about your company, which of course, will greatly damage your reputation.

Indeed, customers these days are quick to share their negative experiences online, leaving comments on review sites and social media channels. And for new customers it will take only a few minutes to check your company’s negative reviews, resulting in staying away from your business. 

Customers Leave  

With competition becoming fiercer than ever, customers these days can choose from many options when it comes to purchasing a product or service. And you can be sure that if they experience poor service, they will leave you for the competition in no time.

As acquiring new customers takes more effort than to retain the existing ones, losing customers due to bad customer service is something no business can afford.

Furthermore, when you lose a loyal customer, chances are they will share their bad experiences with their acquaintances, further damaging your reputation.

Employees Leave

Bad customer service will have a negative side effect on your team as well, resulting in not only losing your customers but your best employees as well.

When your company provides bad customer service, your employees will be the first ones to hear about it straight from your customers. And some of these upset customers will not be a pleasure to talk with.

As nobody likes to talk to angry customers, having to deal with constantly complaining customers will definitely take a toll on your employees as well. This will lead to burnout and eventually, your employees will desert the sinking ship.

Now that you really can see the dangerous consequences of bad customer service, will you go the extra mile to always provide exceptional service? We hope you will!

Why It Matters How Your Call Center Is Reviewed Online

Posted on: May 4th, 2018 by dorarapcsak No Comments

Creating a solid online presence is crucial if you want your business to stand out from the competition. Over the past few years, the importance of online customer reviews has continuously grown, and now they are more relevant than ever. Online customer reviews have definitely changed the game for every industry.

They are particularly important because, to stay ahead of the game, companies must focus on providing the best customer experience for their customers. So, receiving positive reviews is one way which can help businesses easily display their commitment to customer service, thus building customer trust and loyalty.

But what about call centers? Are online customer reviews important in the call center industry as well? The answer is a big YES! Read our article, and find out why!

The power of data

Customer reviews are hugely important to businesses, but are they for consumers? Let’s look at some key findings:

A research conducted by Search Engine Land has shown that 90% of consumers check online reviews before they make a purchase.

Also, 90% of consumers say that online reviews have a great influence on their purchases.

According to 72% of consumers, positive reviews definitely increase their trust in a business.

And last but not least, after reading positive reviews, the conversion rate for webpage visitors is up to 58% higher.  

Well, as you can see, the numbers speak for themselves! Now let’s see why it’s important for a call center to have positive online customer reviews.

Achieve better sales results

Most call centers run telesales campaigns, which means that their agents are on the phone all day long selling various products. It’s never an easy job convincing people to purchase your product, but having some positive online customer reviews regarding your product and customer service will definitely help your business.

On the one hand, positive customer reviews will help your agents close more deals since people are always much more likely to purchase a product that has already been recommended by others. On the other hand, we all know that people don’t like receiving calls from telesales agents. Most of them try to end sales calls before even listening to the telemarketer’s offer. But what if your call center has a great customer service reputation thanks to positive customer reviews? The likely answer is that more people will give your agents a chance and let them at least introduce your product.

So, I think we can safely say that both positive product and customer service reviews can have a powerful effect on your sales performance. Of course, there are other techniques as well to boost your sales, which we haven’t covered here. For more details, check out our articles on call blending and live chat.

Customer experience above all

In the age of the Internet, it is simple to express your opinion using various social media platforms and real-time feedback. And with the power of anonymity the online world offers, customers usually don’t hold back when they feel they haven’t been treated well enough.

Therefore, these days, providing an excellent customer service is the core of any business. This is especially true for call centers. Customer service agents receive many phone calls during an average day, and the (often unhappy) customers on the other end of the line expect prompt and efficient telephone service.

Building a good online reputation is crucial for call centers, especially if they focus on providing outsourced customer service activities for their clients. Having a lot of positive customer service reviews regarding the services you provide for your clients is one of the best ways to help your call center get more future business. Similarly, if the internet is full of negative reviews of your services, the chances are that your existing and potential clients will look for another service provider to work with.

Understand and better serve your customers

Ironically, some call center performance improvements are made only in the wake of customer complaints – no business owner wants to hear customers saying bad things about their business. Still, it’s worth mentioning that receiving a few negative customer reviews is not the end of the world. After all, no one is perfect.

When people leave negative customer reviews they’re also giving you the opportunity to realize what you’re doing wrong and how you can improve your services. This allows you to better serve your customers by taking their feedback on board.  

If your call center receives negative comments, always bear in mind that ignoring them is probably not an option. It’s very similar to customer support situations: when your agents receive incoming calls regarding issues, they don’t wait until the issues escalate into a bigger problem. Also, by addressing negative reviews and dealing with them in a positive way, you can even win your customers back and further build your online reputation.

So now you know what the reasons are to pay extra attention to your customer reviews. They help you increase your sales, build your business’ online reputation, and allow you to serve your consumers better. Keep them in mind, and take your call center to the next level.