Theย quality of customer service is a factor that often makes a difference in a customer’s purchasing decisionย . In addition to being served, consumers seek unique and personalized experiences when they contact companies.
Monitoringย during the purchasing process,ย delivering solutions aligned with consumer demands, analyzing the competitionย and providing after-sales service are some examples of good practices that should be adopted by organizations with the purpose of improving the consumer experience.
To learn more about customer service, its importance and ways to implement it in a company correctlyย , with unmissable tips, continue reading this article.
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What is customer service?
Customer service consists of all new zealand whatsapp number data and support provided to the consumerย ,ย whether before, during or after the purchase. The aim is to identify the needs of the potential buyer. It is through this contact that customers can measure the experience they had when consuming the brand.
Therefore, it is important to understand what the consumer is looking for and the problems they face.ย This way, it will be possible to help them during their purchasing journey.
Based on aย Salesforce Researchย study ,ย 75% of respondents say they would recommend a company based on excellent customer service .
In addition to being essential for retention,ย customer service also becomes indispensable for the process of obtaining new leadsย .
In Brazil,ย customer service is regulated by some consumer protection agencies, such as Procon, based on theย Consumer Protection Code (CDC)ย . To this end, there is a law that provides guidelines regarding what companies must follow.
What does the Customer Service Act say?
Lawย No. 8,078/1990 , in 2008, gained a stock market performance 2024-2025 that regulates customer service guidelinesย . The idea behind the Law is to mitigate the problems that consumers faced in customer service.
Thus,ย theย Law regulated measures for companies to have parameters to follow.ย Some of the guidelines were:
- Shorter waiting time for serviceย : completion in up to 60 seconds;
- Free callย : the consumer can contact the company without paying for it;
- More dynamic service and faster resolutionsย : agents trained to solve problems immediately;
- No advertising messagesย : during the service, it is not possible to make advertising announcements for the company.
These decrees are valid for companies of different sizes and nichesย . It is important that the business follows the regulations, so as not to face more serious problems with consumers.
Theย positive consequences ofย following the rules and striving for excellence in customer service can be felt at various stages of the process,ย and can result in incredible results for the company.
How important is customer service?
Providing good customer service cn numbersย a competitive advantage, making the company stand out in the market. After all, customers areย increasingly looking for experiences in which they feel respected and understoodย regarding their problems.
Providing professional, qualified service that is prepared to solve customer issues brings returns to the company. In addition to providing continuous growth,ย a good experience generates loyalty and even recommendations from customers to third partiesย .