Customer Service Management (CSM)

An increase in customer loyalty of only 5% can already increase profits by up to 25% (1) because regular customers spend up to 67% more on a brand (2), thus reducing marketing costs. Excellent customer service reduces the cost of customer acquisition by

• turning existing customers into regular customers,
• reducing the migration rate, and
• turning customers into brand ambassadors who, in turn, generate new customers.

Employees who feel respected and appreciated and have the right tools and processes to work productively are far more motivated. Studies show that 87% of employees who are happy at work are willing to do much more for their employer. (1)

• Create a respectful and customer-oriented culture in your company.
• Free your customer service employees from repetitive and manual processes.
• Dispense with information silos and isolated solutions.

When customers have a positive experience with a brand, they remain loyal for longer. They simply have no reason to look at the competition. In addition, 50% of customers buy more after a positive experience with a brand. (1) If customer service is good, about 86% of customers are willing to spend up to 25% more for a service or product. (2) Inspire your customers by

• using intelligent and automated processes to resolve customer issues faster,
• using self-service portals so that customers can resolve simple issues themselves, and
• with highly personalized communication and smart solutions, convince your customers in the long term.

Your customer service agents are on the front line and in constant contact with customers. They receive a great deal of valuable information. Use this data; it can provide important insights for product development, marketing, or other areas.

• Ensure that your customer service employees have a 360-degree view of your customers.
• Avoid data silos and seamlessly integrate customer data into the automated processes.
• Establish an internal knowledge platform to deliver customer insights across different teams.

The level of service your employees provide is crucial – particularly when considering that 60% of customers will not buy the same brand again if they have had a negative service experience. (1)

• Always keep one step ahead of the competition.
• Remember: Every negative customer experience means a free new customer for your competitors.