Importance Of Good Customer Services!

Many companies have moved away from live service in the past several years, believing it was too expensive. Customer servicessupport phone numbers that started out at the top of a Web page gradually worked their way to the bottom, and in many instances have disappeared entirely. But most of the time, companies taking this approach were practicing a false economy. Properly serviced customers are not only happier customers; they are also more willing to open their wallets. Numerous studies of Web sites that offer live chat to their customers as part of the checkout process show that average purchases from these experiences are as much as four times higher than for customers who check out on their own.
Put most simply, with poor customer services support, you're leaving a lot of money on the table. The imaginary line between a support call and a sales call has in many instances disappeared.

Make no mistake. Customers are not moving away from self-service tools, but instead prefer a blend of service offerings that meet their specific needs. The ultimate customer experience is one that seamlessly integrates self-service with unassisted self-service and live customer service options, all with the click of a button.

In the past, a customer emailing in a question might be told something different than a customer talking with a live agent. With so many different communication channels, companies had a hard time keeping everyone on the same page.

Businesses no longer need to worry about customers getting different answers, or about the quality of the support varying based on the channel over which it is being offered. This is because knowledge is increasingly being viewed as a strategic business imperative. Crowdsourcing knowledge to establish a single source of truth allows companies to scale their customer service initiatives across devices (Web, mobile, tablet) and channels (voice, email, chat, social).