The quality of customer service is a factor that often makes a difference in a customer’s purchasing decision . In addition to being served, consumers seek unique and personalized experiences when they contact companies.
Monitoring during the purchasing process, delivering solutions aligned with consumer demands, analyzing the competition 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 correctly , 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 consumer , 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. This way, it will be possible to help them during their purchasing journey.
Based on a Salesforce Research study , 75% of respondents say they would recommend a company based on excellent customer service .
In addition to being essential for retention, customer service also becomes indispensable for the process of obtaining new leads .
In Brazil, customer service is regulated by some consumer protection agencies, such as Procon, based on the Consumer Protection Code (CDC) . To this end, there is a law that provides guidelines regarding what companies must follow.
What does the Customer Service Act say?
Law No. 8,078/1990 , in 2008, gained a stock market performance 2024-2025 that regulates customer service guidelines . The idea behind the Law is to mitigate the problems that consumers faced in customer service.
Thus, the Law regulated measures for companies to have parameters to follow. Some of the guidelines were:
- Shorter waiting time for service : completion in up to 60 seconds;
- Free call : the consumer can contact the company without paying for it;
- More dynamic service and faster resolutions : agents trained to solve problems immediately;
- No advertising messages : during the service, it is not possible to make advertising announcements for the company.
These decrees are valid for companies of different sizes and niches . It is important that the business follows the regulations, so as not to face more serious problems with consumers.
The positive consequences of following the rules and striving for excellence in customer service can be felt at various stages of the process, and can result in incredible results for the company.
How important is customer service?
Providing good customer service cn numbers a competitive advantage, making the company stand out in the market. After all, customers are increasingly looking for experiences in which they feel respected and understood 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, a good experience generates loyalty and even recommendations from customers to third parties .