{"id":42142,"date":"2020-03-31T00:00:00","date_gmt":"2020-03-31T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/why-is-customer-service-important\/"},"modified":"2025-03-13T06:28:32","modified_gmt":"2025-03-13T13:28:32","slug":"why-is-customer-service-important","status":"publish","type":"post","link":"\/us\/en\/blog\/why-is-customer-service-important\/","title":{"rendered":"Q: Why is customer service important? A: These 7 reasons"},"content":{"rendered":"<p>The importance of quality customer service today can\u2019t be stressed enough.<\/p>\n<p>Not only do people have more choices than ever when it\u2019s time to buy something, but they also have a lot more ways to publicly share opinions about their experiences, and as a small business you might not have the resources to weather a good, old-fashioned \u201cGetting Canceled by the Internet.\u201d<\/p>\n<p>Plus, you\u2019re also up against the behemoth that is internet shopping, and probably can\u2019t compete on price, so you have to find other ways to stay in the game and keep every customer you win.<\/p>\n<p>Let\u2019s get going, then. (Did you think we\u2019d leave you to worry about customer service all on your own?)<\/p>\n<p>Today, we\u2019ll look at:<\/p>\n<ol class=\"table-of-content\">\n<li><a href=\"#7 reasons why customer service is important for small businesses\">7 reasons why customer service is important for small businesses<\/a><\/li>\n<li><a href=\"they do)\">Whether your employees care about customer service (Spoiler alert: they do)<\/a><\/li>\n<li><a href=\"#How to jump-start customer service for your small business\">How to jump-start customer service for your small business<\/a><\/li>\n<\/ol>\n<hr \/>\n<p class=\"p1\">\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f\u2b50\ufe0f<b>\u00a0<\/b>Ready to offer 5-star customer service?<b>\u00a0<\/b>Get strategies for every stage of the customer journey with this <b>free eBook<\/b>.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/assets.ringcentral.com\/us\/ebook\/long-live-customer-service.pdf\" data-id=\"69e4494426ae3\" id=\"69e4494426ae3\">\n\t\t<button tabindex=\"on\"  on=\"tap:69e4494426ae3.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40Get this free eBook to learn how to win in customer service.<\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69e4494426ae3.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<p><a name=\"7 reasons why customer service is important for small businesses\"><\/a><\/p>\n<h2>7 reasons why customer service is important for small businesses<\/h2>\n<h3>1. Service is the #1 reason customers stay.<\/h3>\n<p>Great customer service is the cornerstone of customer retention. People who feel warm and fuzzy about your company are more likely to buy from you again and become long-term, loyal customers.<\/p>\n<figure id=\"attachment_5782\" aria-describedby=\"caption-attachment-5782\" style=\"width: 498px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-5782 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image8-1.gif\" alt=\"Taking better care of your customers doesn\u2019t have to be a big, scary task.\" width=\"498\" height=\"276\" \/><figcaption id=\"caption-attachment-5782\" class=\"wp-caption-text\">Taking better care of your customers doesn\u2019t have to be a big, scary task.<\/figcaption><\/figure>\n<p>&nbsp;<\/p>\n<p>This makes sense, right? Treat people well, and they\u2019ll keep coming back. Now\u2019s a great time to ask yourself: what kind of vibe does your customer service strategy put out?<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><strong>Pro-tip:<\/strong><\/div>\n<p>The easier it is for your customers to reach you, the more likely they\u2019ll feel cared for and confident about coming back in the future.<\/p>\n<\/div>\n<p>Sometimes customers may call you. Others might want to reach out on social media. Having an <a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/omnichannel.html\" target=\"_blank\" rel=\"noopener noreferrer\">omnichannel platform, like RingCentral<\/a>, can wrap up all these conversations into one neat package and let you respond to them in a single app:<\/p>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"Digital Customer Engagement | RingCentral Engage Digital\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/PZC3o5YN90E?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<h3>2. It\u2019s also the #1 reason they leave.<\/h3>\n<p>There <i>is<\/i> a flip side to those lovin\u2019 feelings. But you probably saw that coming.<\/p>\n<p>With a growing number of options for where to spend their money, people have little patience for being treated poorly. In fact, in an American Express survey, 78% of respondents said they\u2019ve walked away from a company because of bad service.<sup>1<\/sup><\/p>\n<p>You might have figured this out already, but one of the best ways to improve your customer service is to put yourself in your customers\u2019 shoes.<\/p>\n<p>Think of a time you walked away from a company as a customer: what made you leave? Based on the customer care you provide, would <i>you<\/i> keep doing business with your company today, if you hadn\u2019t built it from the ground up and poured your whole life into it? We know it\u2019s hard to be objective about your own baby, but try to be honest.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><strong>Pro-tip:<\/strong><\/div>\n<p>Want to know why customers are leaving? It might be time to start paying attention to those negative reviews and looking for patterns.<\/p>\n<\/div>\n<h3>3. Customer care protects your bottom line.<\/h3>\n<p>Here\u2019s a fun fact: losing a customer can cost five times as much as it would have to keep that same customer happy.<sup>2<\/sup><\/p>\n<p>Did we say <i>fun <\/i>fact? We meant <i>scary.<\/i><\/p>\n<p>Investing in a strong customer service strategy is the definition of working smarter, not harder. You might have to spend a little upfront, but the work you put in to train your team and <a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html\" target=\"_blank\" rel=\"noopener noreferrer\">give them the tools they need<\/a> to make your customers smile can really make a difference in the long run.<\/p>\n<p><i>\u200b<\/i>[ebook-download title=&#8221;How customer-obsessed is your business?&#8221; link=&#8221;https:\/\/netstorage.ringcentral.com\/documents\/quiz_how_customer_obsessed_your_business.pdf&#8221; cta-text=&#8221;Take the quiz&#8221; src=&#8221;&#8221;]<\/p>\n<h3>4. People will pay more for good service.<\/h3>\n<p>Yep, 86% of people surveyed by RightNow Technologies <b>would pay up to 25% more for a product<\/b> if they know stellar service is included in the price.<sup>3<\/sup><\/p>\n<p>That\u2019s a serious chunk of change to shell out, just for better customer care. That\u2019s because today, people are overwhelmed with choices, and sometimes the easiest way to decide between two similar products is to go with the place that responds more quickly, helps more readily, and generally treats you better.<\/p>\n<p>In short, if you think it\u2019s too expensive to invest in <a href=\"https:\/\/www.ringcentral.com\/engage\/proactive-customer-service.html\" target=\"_blank\" rel=\"noopener noreferrer\">proactive customer service strategies<\/a>, you might be missing the gravy train.<\/p>\n<h3>5. Good word of mouth is the Holy Grail of small business.<\/h3>\n<p>You\u2019re in the small business game, so you know this better than anyone: good word of mouth rules the world. But we promise you this, you won\u2019t have to fight a ridiculously persistent knight in the woods to achieve it.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5785\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image3-7.gif\" alt=\"\" width=\"500\" height=\"250\" \/><\/p>\n<p>The time and resources you invest in customer service can pay off in the most coveted source of new business: customer referrals and <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-review-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">positive online reviews<\/a>. Plus, with more happy advocates in your community spreading the good word, you might even be able to reduce what you spend on advertising.<\/p>\n<p>How are you empowering your service team to turn customers into brand ambassadors for you? What are you doing to make them smile and rave about you to their friends?<\/p>\n<h3>6. When customers talk about you, they\u2019re probably talking about your service.<\/h3>\n<p>Let\u2019s face it: it doesn\u2019t matter what you say in your ads or even on your website. The bulk of your brand is most likely decided by what people say about you. And when push comes to shove, people will almost always talk about how you take care of them and help them solve their problems.<\/p>\n<p>Does your personal vision for your brand line up with how people experience it? Your service folks might have some interesting insights on this from their daily conversations with customers. Getting real can be tough at first, but better alignment can do wonders for your business.<\/p>\n<h3>7. Great customer service makes people want to work with you.<\/h3>\n<p>Let\u2019s say you sell shoes (try saying that five times fast). One of your customers has a problem with her order and gives you a call. Your service team is able to fix her problem, lickety split and with a smile. She hangs up happy, totally jazzed with the service your team provided her.<\/p>\n<p>As it turns out, that customer happens to be a high-fashion sock designer, looking for a new store in your area to sell her wares. Based on her positive experience with your business, she knows that fans of her socks would be treated well by your team. Next thing you know, you\u2019re in business, and socks and shoes are flying off the shelves together, as nature intended.<\/p>\n<p>TL;DR: People want to be in business with other businesses that treat customers well. It\u2019s as simple as that.<br \/>\n<a name=\"Whether your employees care about customer service (Spoiler alert: they do)\"><\/a><\/p>\n<h2>P.S. Your employees care about customer service, too<\/h2>\n<p>Here\u2019s an angle you might not have considered yet: customer service is important to your employees, too.<\/p>\n<p>Service reigns supreme today, and your employees are consumers, too. The way you treat your customers impacts how they feel about working for your business and your brand in general. Placing value on positive, helpful customer engagement will make your team feel good, which might cut down on costly employee turnover.<\/p>\n<p>An easy way to find out how your employees feel about the service you offer? Add a question about customer service to your next <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/employee-engagement-survey-questions\/\" target=\"_blank\" rel=\"noopener noreferrer\">employee satisfaction survey<\/a>.<br \/>\n<a name=\"How to jump-start customer service for your small business\"><\/a><\/p>\n<h2>3 customer service ideas from real companies you can steal<\/h2>\n<p>Wondering where to start on improving customer service? Here are some ideas from real-life companies that have centered customer care, and how you can copy them on a small business scale:<\/p>\n<h3>1. Craft a personal approach to service.<\/h3>\n<p>Maybe you can\u2019t compete on price with some of the bigger names in your industry. But as we\u2019ve shown here, a lot more customers are looking for a feeling than the lowest price around. That\u2019s where small businesses can really get a foothold. Big-box businesses can seem less warm and personal, so find a way to bring the more intimate feel that customers crave to your service.<\/p>\n<p><b>Who\u2019s doing it well: <\/b>Is there a grocery store with a bigger cult following than Trader Joe\u2019s? If so, we don\u2019t know about it, and they\u2019ve done it by focusing on a small-town vibe for their brand. Based on their popularity, Trader Joe\u2019s could double the size of their stores and do extremely well. But they stay small on purpose, so each store feels like a local market. They also offer a limited number of products that feel curated, instead of walls and walls of the same product under different brands:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-5786\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image7-61.png\" alt=\"\" width=\"385\" height=\"385\" \/><\/p>\n<p><b>How you can copy them<\/b>: Lean into your smallness. Customers today crave intimacy, so try to create a breath of fresh air for people. Time to brainstorm:<\/p>\n<ul>\n<li>Sit down with your team and think about the big names in your market.<\/li>\n<li>Ask yourselves: what can\u2019t they offer because of their size, and what frustrates customers most about that? Maybe it\u2019s never being able to talk to a real person on the phone or no one knowing who they are when they walk in the door.<\/li>\n<li>Next to each con about the big stores, write down ideas for how your business can deliver the opposite experience.<\/li>\n<li>Maybe it\u2019s <a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/omnichannel.html\" target=\"_blank\" rel=\"noopener noreferrer\">a better communication tool<\/a> that allows your team to answer requests more quickly or extra time spent by the whole office learning regulars\u2019 names and their favorite products or services.<\/li>\n<li>Identify everyone\u2019s favorite ideas and rank them, based on which ones are easiest to start now and which ones are longer-term wins.<\/li>\n<li>Flesh out the plans and put them into play.<\/li>\n<\/ul>\n<h3>2. Make things as easy as possible for your customers.<\/h3>\n<p>One big way you can start to improve customer service is to remember what it\u2019s like to be a customer. Think of the companies you love to do business with. We bet they make the buying process super simple and enjoyable. And you\u2019re not alone; with the growing number of tasks and interruptions on people\u2019s plates, everyone is looking for the business who will make their life easier.<\/p>\n<p><b>Who\u2019s doing it well: <\/b>If we told you to be more like Google, you\u2019d be within your rights to roll your eyes and tell us you\u2019ll be more like Google when you have Google money. But hear us out! Our one recommendation from their model that you can 100% steal: keep it simple.<\/p>\n<p>Google is just a blank, white webpage with a search bar in the middle. You can order Amazon stuff with three clicks or fewer, thanks to the ability to save tons of addresses and payment information.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-large wp-image-5787\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-165-1024x678.png\" alt=\"Google is just a blank, white webpage with a search bar in the middle.\" width=\"840\" height=\"556\" \/><\/p>\n<p><b>How you can copy them: <\/b>Get an informal focus group together (either in person or <a href=\"https:\/\/www.ringcentral.com\/video.html\" target=\"_blank\" rel=\"noopener noreferrer\">via video meeting<\/a>) with some of your customers\u2014newbies and frequent flyers, if possible. Talk to them about what steps of your buying process are a breeze and where things get stuck in the mud.<\/p>\n<p>Afterward, sit with your team to find some patterns in the feedback and come up with a game plan for how to fix the biggest kinks in your pipeline.<\/p>\n<p>P.S. Offering a token reward (future discount on products or services, a gift card, etc.) is a nice incentive for participation.<\/p>\n<p>P.P.S. Can\u2019t get a focus group together? Try a super simple, anonymous email survey with two questions: one about what works in the buying process, and one about where you can improve. Leave the questions open-ended; you never know what great ideas one of your customers might have.<\/p>\n<h3>3. Expand the ways your customers can contact you.<\/h3>\n<p>One big way to make a difference quickly is to expand the ways your customers can reach you. Some people love to talk to strangers on the phone\u2026 while other people would rather have a root canal.<\/p>\n<p><b>Who\u2019s doing it well: <\/b>Stratejm, a data and cybersecurity company, knew that delivering on the technical side alone wouldn\u2019t keep their customers around, so they started focusing on customer service, too. That meant <a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/stratejm.html\" target=\"_blank\" rel=\"noopener noreferrer\">upgrading to a cloud-based business communications tool<\/a>\u2014a solution that allows customers to contact Stratejm via voice, chat, text, email, or video.<\/p>\n<p><a href=\"https:\/\/stratejm.com\/team\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-5788 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image4-112-1024x768.png\" alt=\"Stratejm, a data and cybersecurity company\" width=\"840\" height=\"630\" \/><\/a><\/p>\n<p><b>How you can copy them: <\/b>If you\u2019re going to open up more channels of communication, do it right by making sure you have the technology in place to make it successful. Try to find <a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/omnichannel.html\" target=\"_blank\" rel=\"noopener noreferrer\">a tool that can manage all your customer communications in one place<\/a>, so no one falls through the cracks.<\/p>\n<h2>Why is customer service important?<\/h2>\n<p>Without happy, loyal customers, no business can survive or\u2014more importantly\u2014thrive. Luckily, there are lots of ways to pour more love into your customer service strategy. And as you\u2019ve seen in this post, a little effort can really pay off: in customer retention, employee satisfaction, and more money in the bank.<\/p>\n<p>Want to learn even more strategies to improve customer service in your small business? Start here:<\/p>\n<ul>\n<li>Podcast: <a href=\"https:\/\/connection.simplecast.com\/episodes\/the-evolving-world-of-customer-engageme\" target=\"_blank\" rel=\"noopener noreferrer\">The Evolving World of Customer Engagement<\/a><\/li>\n<li>Blog: <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-expectations\/\" target=\"_blank\" rel=\"noopener noreferrer\">Meeting &amp; Exceeding Customer Expectations: An In-depth Guide<\/a><\/li>\n<li>Blog: <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-teamwork\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Service Teamwork: How to Work Better by Working Together<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<div style=\"font-size: 14px;\">\n<p><sup>1<\/sup> about.americanexpress.com\/press-release\/good-service-good-business-american-consumers-willing-spend-more-companies-get<\/p>\n<p><sup>2<\/sup> entrepreneur.com\/article\/284799<\/p>\n<p><sup>3<\/sup> slideshare.net\/RightNow\/2011-customer-experience-impact-report<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>The importance of quality customer service today can\u2019t be stressed enough. Not only do people have more choices than ever when it\u2019s time to buy something, but they also have a lot more ways to publicly share opinions about their experiences, and as a small business you might not have the resources to weather a &#8230;<\/p>\n","protected":false},"author":29,"featured_media":46023,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[402,15541,18199],"class_list":["post-42142","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-customer-service","tag-cx","tag-why-is-customer-service-important"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Q: Why is customer service important? A: These 7 reasons | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Learn why customer service is so important, with examples from real companies and tips on how to take inspiration from each one for your own business.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/why-is-customer-service-important\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Q: Why is customer service important? 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