Customer support is not only about solving problems that customers are facing. It is a crucial element in any business that can affect how your brand is viewed in the eyes of the public. Good customer service makes a good image of the company that attracts and retains users.
In general, there are two steps in any business. The first step is about bringing the customers via marketing and advertising. The second step is to keep the customers after you bring them in. It costs relatively more to bring new users via marketing and advertising than to retain the users you already have. Customers stay because of good service and responsive problem-solving customer support.
Denarii Cash has a user-centric environment, which means users matter to us most. To know more about how to drive sales through customer support, Jay Tolentino interviewed Joven Serrano, Head of Customer Support at Denarii Cash. In response to Jay’s question about the most effective approach, Joven said,
“Every company has their different approach but in my 10 years of customer service experience, it is very important that you prioritize both the welfare of your customers and the supporting staff. Having to offer the human touch on both ends is the most effective approach.” He further added, “In this aspect, we need to understand that it is not just the customer who is involved in the process, but also the customer experience associate. A happy associate actually results in a happy customer experience.”
Watch the full interview of Joven Serrano here:
Here are some main points from Joven’s interview:
- Customer aquisition is more expensive than customer retention.
- Existing customers are more likely to use your service regularly.
- A good customer service solves the problem of users and take them in confidence.
- Excellent customer support builds excellent brand image.
- Word of mouth is the best kind of advertising.
Let us know your thoughts in the comments section.