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Customer Service

Customer Service

Funds Raised:
R 0
Fundraising Target:
R 100

Personal message

Customer service is the support you offer your customers — both before and after they buy and use your products or services — that helps them have an easy, enjoyable experience with your brand. But customer service is more than solving a customer’s problems and closing tickets. Today, customer service means delivering proactive and immediate support to customers anytime on the channel of their choice — phone, email, text, chat, and more.

Customer service is so important that it is now considered a strategic function for organizations across industries. Three-quarters of agents say their company views them as customer advocates and brand ambassadors.

Why is customer service important?

In one word: retention. Happier customers are more likely to continue doing business with you. This helps your bottom line. It’s less expensive to keep current customers than to attract new ones.

Customer service is also a differentiator that sets your brand apart from competitors that offer similar products or services. Service teams not only answer questions; they make each experience personalized to the customer. In fact, 80% of customers say that the experience a company provides is as important as its products or services.

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Meanwhile, frustrating customer experiences contribute to churn. Eighty percent of shoppers will abandon a retailer after three bad experiences, for example. Great customer service is important for your brand reputation, too. After all, customers are quick to share negative experiences with the masses online. 

The seven pillars of great customer service
With loyalty on the line, service leaders need to master the art of great customer service. These seven best practices will help you harness the right technology, empower your team, and meet ever-changing customer expectations.Seventy-six percent of customers expect consistent interactions across departments. It doesn’t matter whether the customer is on self-service channels or chatting with a sales rep. Customers want continuity — not redirects to a different team or having to repeat information. Today, great customer service happens everywhere — email, social media, text, and, of course, the phone. No matter the channel, customers want fast, convenient, and high-quality support. Here are the channels every service leader needs to scale support:


Fundraising target

R 100.00

Donations to date

R 0.00