What is a good definition of customer service?
Customer service is the provision of service to customers before, during and after the purchase, which is all interactions between the customer and the product provider at the time of sale, and after that, and it is of great importance in the business world today, as it can be a reason for the superiority of one organization over another, and its acquisition of a greater share of market.
Customer service history
Customer service began as a help desk at the back of a store, evolved with the invention of the telephone, and in today’s world, customer service is more than just a help desk agent who answers your questions when you call a phone number for help.
It has grown to include all interactions between the customer and the brand owner, including phone, email, chat, web forms, social communications, as well as self-service support sites. This happens before, during and after the sale.
The importance of customer service
The importance of customer service varies according to the type of product and according to the customer, as this importance lies in each of the following:
Small business support
Small businesses need to build good relationships with customers, as it is an essential part of the work that makes the company’s brand distinctive to them, and it is more than just providing answers to various customer questions and inquiries. It’s about teaching them how to get more out of your company’s products, and it starts with a smile and a friendly word, which for small businesses is the secret weapon.
In recent years, we have witnessed an exponential growth in social networking, as more than 3/4 of the internet users interact on social networking sites. As a result, services such as Twitter, Facebook and Google + have become popular communication and support channels, not only for customers to seek help from the company using social channels but also to exchange opinions with friends and family about the company’s products.
Today’s small businesses must offer multi-channel customer support via email, phone, and social media, so that customers can get help easier, so that the company can solicit customer feedback, and participate in conversations about its brands.
Self support services
Customers today like to find their answers at their preferred speed, and more than 90% of them use websites to get answers before sending the email to the company that owns the product, so the company’s website can make a big difference in how customers view it. for the company.