Customer Service Definition
Customer service is the provision of customer service before, during and after purchase and is all interactions between the customer and the product provider at the time of sale, and then, and is very important in today's business world, where it can be a reason for an organization to outperform another, and to have a greater market share.
Customer Service History
Customer service started from help offered in the office at the back of the store, and evolved with the invention of the phone, and in today's world customer service is more than just an office agent to help answer 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 occurs before, during and after the sale.
The importance of customer service
The importance of customer service varies by product type and customer, as this is the importance of the following:
Support for small businesses
Small businesses need to build good customer relationships, it's an essential part of the business that makes your brand special to them, and it's more than just providing answers to different customer questions and queries. It's about teaching them how to get more benefits from the company's products, and it starts with a smile and a friendly word, which for small businesses is a secret weapon.
In recent years we have seen tremendous growth in social networks, with more than 3/4 internet users interacting on social networking sites. As a result, services such as Twitter, Facebook, and Google+ have become channels of communication and popular support, not only for customers to seek help from the company using social channels but also to exchange views with friends and family about the company's products.
Today,small businesses should provide multi-channel customer support via email, phone, and social networks, so that customers can get help more easily, so that the company can solicit customer feedback and engage in conversations about its brands.
Today's customers like to find their answers at their preferred speed, and more than 90% use websites to get answers before sending email to the company's product owner, so the company's website can make a big difference in how that customers look at for the company.