Every company has a department that is considered a losing department, as in something that has to be there even though it doesn’t make any money. Most companies with a customer service department consider it a losing department, but the truth is, customer service is not just something that loses money anymore. In fact, it is probably more important to customers than marketing, as it falls into the same kind of category.
Customer service changes
It used to be that customer service was just there to help the angry customers who appeared from time to time. But now, customer service is more about being proactive than it is about reactive. According to Business 2 Community, the new generation of customers are using social media for customer service interactions, not marketing. And on top of that, increasing your productivity with customer service can significantly increase sales because you are reaching out to the customer other than the other way around. Before the internet, you were stuck with your local stores and what you could find by walking around or word of mouth. But with the internet, there are literally a million different places you could take your business. This means your company needs to be proactive in taking care of your customers to keep them from leaving. People would much rather just shop somewhere else than even give you a chance to fix a problem.
How to be proactive
Reaching out to your customers first and continuing to do so will increase your sales, but now you may be wondering how exactly you can go about doing that. If you’re a normal business, you are probably stuck in the rut of reactive customer service, so you need to think of creative ways to reach out. Here are a few recommendations:
Discover how Equiitext will enable your business to have engaging conversations with you customers with our patented AI messaging platform! Create your Business Messaging Account.