In a recent Purdue survey, it was found that customers were more likely to purchase a product that had problems, but effective customer service (89%) over a product with no problems (78%) and a product with problems and poor customer service (32%).
What does this mean for your company?
Returning customers expect and depend on more than just a good product. Having an effective contact center with polite and helpful customer service agents can go a long way in ensuring that your previous customers will continue doing business with you long after their first purchase.
When companies think about branding and marketing, the first few things that generally comes to mind are an online website, product and packaging, campaigns, and electronic correspondence. Few businesses think about an effective contact center, with good customer service. However, being a company that possesses those things will certainly boost sales and recognition; recent surveys have found that almost two thirds of companies provide less than satisfactory customer service. By establishing a contact center where agents strive to be helpful with any inquiry and create a positive image for your company, your company will be set apart from the masses. No company wants to be known as one with disagreeable, rude, or unintelligible agents.