Exceptional Customer Service Strategies for Success
Intro
In today’s fast-evolving business landscape, customer service is not merely an afterthought; it has burgeoned into a pivotal element that defines a company’s reputation and profitability. Imagine entering a store, greeted by a smile, and receiving assistance that feels personalized rather than scripted. This kind of interaction isn’t just nice; it’s essential in forging lasting relationships with clientele. In this article, we’ll probe into the layers of delivering exceptional customer service, highlighting strategies that not only satisfy but also retain customers.
Key Concepts Overview
Definition of the Topic
Customer service can be defined as the support and assistance provided to customers before, during, and after their purchase journey. It encompasses a range of interactions and experiences that customers have with a brand. Think of it as the bridge connecting a company’s offerings with its audience. Companies, today, should not just talk about good customer service, they need to actively operationalize it.
Importance of Understanding this Area
Understanding customer service is akin to knowing the heartbeat of a business. It is no longer simply a department; it’s a culture ingrained within every level of the organization. A well-executed customer service strategy not only enhances customer satisfaction but also increases brand loyalty. Customer interactions are often the first point of contact, and making a positive impression here can spell the difference between a one-time buyer and a loyal advocate.
"Customer service should not be a department. It should be the entire company."
Practical Tips and Strategies
Step-by-Step Guides
- Train Your Team: Continuous training ensures your team is well-equipped to meet customer expectations. This involves not just product knowledge but also soft skills.
- Leverage Technology: Use chatbots and CRM software to streamline processes and improve response times. Keep abreast of emerging tools that can enhance customer engagement.
- Gather Feedback: Implement surveys and feedback forms. Always be ready to listen to your customers’ voices, as their insights can lead you to areas needing improvement.
- Personalize Interactions: Use customer data to tailor your communication. Whether it’s sending a birthday email or making product recommendations based on past purchases, personalization can make customers feel valued.
Real-Life Examples
Consider the case of Zappos, the renowned online shoe distributor. Their commitment to exceptional customer service includes a no-questions-asked return policy and 24/7 support. Customers often praise Zappos for their friendly and knowledgeable representatives who genuinely want to help. Another inspiring example is Ritz-Carlton, which empowers employees to spend up to $2,000 to resolve guest issues without needing managerial approval, thereby ensuring quick and effective resolutions.
The Strategic Importance of Customer Service
In today’s fast-paced business world, the essence of customer service has shifted from a mere transactional relationship to a pivotal element that shapes company strategy. Effective customer service is not only a reflection of a brand's identity but a core element that determines its viability and growth. Companies that prioritize customer service often see a wealth of benefits that extend beyond immediate sales; these include enhanced brand loyalty, word-of-mouth advertising, and an overall more robust market position.
Defining Customer Service in Business Context
Customer service must be viewed through the lens of relational dynamics—it is the fine art of understanding customer needs while delivering exceptional experiences. At its core, customer service encompasses all interactions that a business has with its customers, whether that's through answering queries, resolving complaints, or anticipating future needs. For instance, a small café might serve their regulars the same coffee without asking, demonstrating a deep understanding of their customer preferences. This level of engagement creates a sense of belonging and loyalty that is hard to replicate.
Impact on Brand Perception
When customers think of a brand, their perception is often anchored on previous interactions. Positive customer service experiences can elevate a brand’s status while negative experiences can leave lasting scars. Consider the difference between a high-end luxury retailer offering personalized shopping experiences versus a cold, impersonal fast-food chain. Customers are quick to associate brands with their experiences, and favorable interactions can turn satisfied customers into ardent brand advocates. In a digital age where information travels at lightning speed, a single excellent or poor service encounter can ripple through social media platforms, influencing public perception widely and rapidly.
"Customer service shouldn’t just be a department, it should be the entire company."
Customer Retention and Revenue Generation
Retaining a customer is often significantly more cost-effective than acquiring a new one. Through stellar customer service, businesses can cultivate long-lasting relationships that not only secure repeat purchases but also stimulate referrals. Statistics indicate that loyal customers are more likely to spend more and are less price-sensitive, which can increase overall revenue. These loyalists often become informal ambassadors for the brand, promoting it within their networks, and this organic outreach is invaluable. Moreover, a customer-centric approach creates opportunities for upselling or cross-selling, further boosting revenue without the heightened costs associated with new acquisitions.
Foundational Elements of Effective Customer Service
Delivering effective customer service isn't just about handling queries or complaints; it encompasses a whole spectrum of foundational elements. In today’s competitive business arena, the ability to understand and respond to customer needs sets successful companies apart from the rest. The importance of these foundational elements can’t be overstated, as they pave the way for sustained customer satisfaction and loyalty.
Understanding Customer Needs
First up on our list is understanding customer needs. Without a grasp on what customers truly want, businesses are merely guessing in the dark. It’s crucial to engage customers through surveys, open-ended questions, and feedback forms. This approach not only sheds light on their preferences but also highlights areas needing improvement. For instance, a coffee shop might discover that patrons prefer sustainable practices; a shift in their sourcing could enhance customer loyalty. Ultimately, tailoring services to meet identified needs fosters a deeper connection and can turn customers into advocates.
Building Rapport with Customers
Next, let’s chat about the art of building rapport with customers. It goes beyond cheerful greetings and an inviting smile. Genuine connections start with fostering an environment where customers feel valued and understood. A small icebreaker can do wonders before a business discussion, leading to established trust. For example, if a customer walks into a tech store looking for advice but strikes up a conversation about their shared interest in movies, it personalizes the experience and can lead to an upsell of products that fit their niche.
In addition, training staff to recognize subtle cues in behavior helps in adjusting approaches. What might seem like a routine transaction could transform into a memorable interaction if rapport is built.
The Role of Active Listening
Lastly, there’s active listening. This isn’t just about nodding your head while the customer speaks; it means truly listening and interpreting their words. Customers want to feel heard, and when service representatives make an effort to understand their issues without interruption, it enhances the relationship. Fortunately, there are specific techniques to hone this skill.
- Paraphrasing what customers say can clarify any misunderstandings.
- Asking follow-up questions shows engagement and a desire to resolve concerns.
- Avoiding distractions can help in maintaining focus on the customer’s needs.
Active listening doesn’t just resolve current issues; it fosters long-lasting relationships built on trust and reliability.
"Listening is an art that requires attention over talent, spirit over ego, others over self."
In summation, mastering these foundational elements of effective customer service not only equips businesses to navigate customer interactions with finesse but also cultivates a mutually beneficial environment where both customers and businesses thrive.
Training and Development for Customer Service Teams
In today's competitive landscape, training and development for customer service teams isn’t just a nice-to-have; it's a pivotal cornerstone for business success. Companies that invest in their customer service representatives frequently enjoy heightened levels of customer satisfaction, streamlined operations, and ultimately, increased revenue. But why exactly is this investment so paramount?
For one, the dynamics of customer interactions are ever-evolving. New technologies, shifting consumer expectations, and varying communication channels necessitate a workforce that is highly adaptable and well-informed. When customer service teams are equipped with the right skills and knowledge, they’re better positioned to address client demands with confidence and efficiency. This not only helps in retaining customers but also builds new relationships based on trust and reliability.
Creating a Training Program
Establishing a robust training program is the first step in empowering your customer service team. This process should be tailored to meet the specific needs of your organization, while also addressing general customer service skills.
- Top-Down Involvement: Key decision-makers ought to spearhead the development of the program by first identifying crucial competencies required for success. Engaging team members in the process gives those on the front lines an invested stake in their training.
- Practical Training: Balance theoretical approaches with hands-on experience. Role-playing exercises can be particularly effective; they simulate real-life scenarios where representatives can practice active listening, problem-solving, and empathy. This makes it easier to engage with customers naturally.
- Diverse Learning Modalities: Different folks absorb information in various ways. Some may prefer traditional classroom settings, while others benefit from e-learning modules or video tutorials. Offering a plethora of choices ensures that every team member’s learning style is catered to.
- Continuous Updates: Updating training content regularly is essential to stay current with market shifts and evolving customer expectations. Quarterly reviews of the training materials can keep teams knowledgeable about best practices.
Measuring Training Effectiveness
Once a training program is established, evaluating its effectiveness becomes the next logical step. It is crucial to gather insights and data to ensure that team members are not only improving but also applying what they learn effectively in their roles.
- Performance Metrics: Start with measurable indicators, such as average handling time, first contact resolution rates, and customer satisfaction scores. These hard metrics can reveal much about team performance before and after training.
- Surveys and Feedback: Use questionnaires to gauge the perception of both trainees and customers. Ask trainees about their confidence levels in handling inquiries post-training. Customers can provide invaluable feedback on their service experiences, which reflects the impact of training.
"A well-trained employee is a confident employee who naturally conveys assurance to customers."
- Observation: Conducting mystery shopping or observational studies can give insight into how effectively customer service representatives implement their training in real interactions. Monitoring calls, chats, or even face-to-face interactions adds a layer of depth to your evaluation efforts.
In summation, focusing on the development and training of customer service teams does not only reflect a company's commitment to excellence but also translates to sustained customer satisfaction. As businesses navigate the demanding tides of consumer expectations, ensuring your representatives are skilled and valued will yield beneficial rewards in the form of loyal customers and enhanced business performance.
Technology's Influence on Customer Service
In today's fast-paced business world, technology wields a considerable influence on customer service practices. It has profoundly changed how companies interact with their clientele, shaping not only the efficiency of service delivery but also the quality of experiences customers can expect. From Customer Relationship Management tools to AI solutions, technology enhances customer satisfaction, enables personalized interactions, and streamlines service processes. By leveraging these advancements effectively, businesses can position themselves as leaders in their arena, creating lasting relationships with customers while maintaining competitive advantage.
Adopting Customer Relationship Management Tools
Customer Relationship Management (CRM) tools are pivotal in organizing customer information, managing interactions, and optimizing communication. With platforms like Salesforce and HubSpot, businesses gain a centralized hub of customer data. This data facilitates a deeper understanding of customer behavior, preferences, and pain points. With the right CRM, a company can track sales leads, manage customer interactions, and analyze trends.
Benefits of adopting CRM tools include:
- Enhanced Data Organization: All customer interactions are monitored in one place, making it easier to personalize outreach.
- Improved Customer Insights: Analyzing data helps identify patterns, enabling businesses to tailor offerings to meet specific needs.
- Streamlined Communication: CRM tools streamline interactions among team members, ensuring everyone is on the same page regarding customer inquiries.
- Efficient Follow-Ups: Timely follow-ups increase the chances of securing sales and foster better customer relationships.
More than mere management tools, CRMs empower employees by giving them the information required to do their jobs better. It’s like putting a well-oiled machine behind customer service efforts, leading to increased satisfaction.
Leveraging Artificial Intelligence
Artificial Intelligence (AI) has emerged as a game changer in customer service. AI applications, ranging from chatbots to predictive analytics, enhance operational efficiency and provide round-the-clock support. For instance, chatbots can field common inquiries at any hour, freeing up human agents for more complex issues. This not only optimizes team resources but also provides quicker resolutions to customer problems.
Consider how AI can:
- Predict Customer Behavior: By analyzing past interactions, AI systems forecast what products or services a customer might need in the future.
- Provide 24/7 Availability: AI-driven tools ensure customer inquiries are addressed, even when the business is closed for the night.
- Enhance Personalization: Algorithms can tailor recommendations based on individual customer preferences, driving engagement and loyalty.
It's essential, however, to maintain a balance. While AI can handle routine tasks, human interaction remains vital for building genuine connections with customers. That personal touch is irreplaceable, after all.
The Role of Social Media
Social media platforms are not just for marketing; they play a crucial role in customer service strategy. Businesses today must navigate social channels effectively to engage with customers directly. Platforms like Facebook and Twitter provide immediate avenues for receiving feedback, addressing concerns, and sharing information.
Here’s how social media reshapes customer service:
- Real-Time Engagement: Customers expect swift responses, and social media allows for immediate interaction. Quick replies can lead to increased customer satisfaction.
- Broad Reach: A complaint or compliment made publicly opens conversations that can be seen by a broader audience, potentially influencing future customers.
- Community Building: Brands can foster a sense of community by encouraging conversations among customers, leading to enhanced loyalty and support.
- Valuable Feedback: Social media provides vital data on customer feelings and experiences, informing businesses of necessary adjustments or improvements.
In essence, embracing social media as part of the customer service framework can lead to enriched customer interactions while offering actionable insights for overall service enhancement.
In summary, technology is a cornerstone of customer service evolution, presenting opportunities for increased efficiency, improved interaction, and better understanding of customers, all critical for thriving in today's competitive market.
Creating a Customer-Centric Culture
Creating a customer-centric culture is pivotal for businesses seeking to thrive in a competitive landscape. This approach not only influences customer satisfaction but also shapes organizational brand identity. When a company prioritizes its customers, it aligns everything from its marketing strategies to its internal processes around the customer experience.
A customer-centric culture leads to meaningful relationships. When employees understand customer needs and expectations, they can tailor their efforts accordingly. As a result, customers feel valued, and their loyalty tends to deepen. This culture nurtures proactive problem-solving and encourages creativity in service delivery. It allows businesses to not only meet but also anticipate customer desires in a rapidly evolving market.
However, building such a culture isn't without its challenges. It requires a commitment that permeates every level of the organization. Leadership must be active in promoting customer-first policies and behaviors, which often includes re-evaluating traditional metrics of success. Fostering a culture of empathy and understanding among employees is vital, as it directly reflects in customer interactions.
"Customer service shouldn't just be a department; it should be the entire company."
The benefits are substantial:
- Enhanced Customer Satisfaction: A focus on customers leads to a better experience.
- Increased Employee Engagement: When staff are empowered around service goals, their motivation rises.
- Better Financial Performance: A loyal customer base translates into increased sales and reduced churn.
Ultimately, a customer-centric culture weaves customer satisfaction into the very fabric of organizational activities, influencing decisions at all levels.
Aligning Organizational Values with Customer Expectations
Aligning organizational values with what customers expect is fundamental to a customer-centric culture. When an organization’s mission and core values resonate with the priorities of its customers, it fosters trust and loyalty. This alignment can manifest in various ways, from ethical business practices to a commitment to quality.
For instance, a business that emphasizes sustainability as a core value can attract environmentally conscious consumers. Customers today are increasingly looking for companies that stand for something, not just those that sell a product. This creates a sense of shared values, enhancing bond.
Organizations should regularly revisit their values and assess whether they align with their customers' ever-changing expectations. Surveys, feedback mechanisms, and engaging in dialogue can shine a light on where these values might diverge and allow for adjustments to be made.
Empowering Employees to Make Decisions
Empowering employees to make decisions is a critical factor in cultivating a customer-centric culture. When team members feel trusted and have the authority to act on behalf of the customer, it can lead to quicker resolutions and a more personalized service experience.
For example, consider a scenario where a customer has a complaint about a product. If the frontline employee is equipped to issue a refund or provide a replacement without needing to escalate the issue, it saves time and enhances the customer's trust in the company’s commitment to resolving issues.
Effective empowerment involves providing thorough training and clear guidelines that allow employees to make informed decisions confidently. This not only increases morale but also fosters a sense of ownership and accountability among staff members. An empowered team can create an environment where exceptional service is the norm rather than the exception.
Metrics and Evaluation in Customer Service
In the fast-paced world of business, monitoring the pulse of customer service is crucial for any organization aiming for long-term success. Metrics and evaluation serve as the backbone of customer service strategy, providing actionable insights that guide improvements and drive results. By consistently measuring different aspects of service, businesses can pinpoint strengths and weaknesses, leading to better decision-making, enhanced customer loyalty, and overall increased profitability.
Employing the right metrics allows companies to establish clear benchmarks. Without these indicators, it’s easy to lose sight of goals or fail to recognize shifts in customer expectations. Moreover, evaluation fosters an environment where feedback is valued, promoting continuous refinement of service practices.
Key Performance Indicators to Track
Selecting the appropriate Key Performance Indicators (KPIs) is paramount. These indicators act as a compass, directing business goals towards customer satisfaction and operational efficiency. Common KPIs that organizations might consider include:
- Customer Satisfaction Score (CSAT): This metric gauges how satisfied customers are with a specific interaction. Customer surveys often yield this data and can reveal immediate areas of improvement.
- Net Promoter Score (NPS): By asking customers how likely they are to recommend a service or product, businesses can assess their loyalty and identify brand advocates.
- First Call Resolution (FCR): Tracking how often customer issues are resolved upon the first interaction offers insight into the effectiveness of service teams.
- Customer Effort Score (CES): This evaluates how easy it is for customers to interact with the business, with lower scores suggesting higher effort on behalf of the customer.
"You can't improve what you don’t measure."
Implementing tools for tracking these metrics such as CRM software can be a game changer. They provide real-time insights that help in handling customer interactions more effectively.
Assessing Customer Satisfaction
Customer satisfaction sits at the heart of successful business operations. Regularly assessing it provides tangible proof of success or areas needing attention. Surveys, feedback forms, and online reviews contribute to this understanding.
Encouraging customer feedback not only gives businesses a pulse on satisfaction levels but also shows customers that their opinions matter. When actively sought, this input can guide strategic changes, proving that businesses value their patrons.
It's considerd beneficial to assess satisfaction periodically rather than just during major events like product launches or holiday sales. This way, companies can stay ahead of trends and adapt proactively.
Utilizing Feedback for Improvement
Feedback acts as a direct pipeline to understanding customer experiences. Collecting and analyzing this data can illuminate trends that influence customer behavior and preferences. Once businesses gather this information, the next step is taking action.
- Segmentation: Break down feedback based on demographics, such as age or location. This allows businesses to tailor responses and services to specific customer segments.
- Action Plans: Create targeted improvement plans based on feedback analysis. This may involve training staff, altering communication methods, or rethinking service strategies.
- Follow-Up: Once changes are implemented based on feedback, reaching out to those customers shows commitment to improvement. This can lead to increased loyalty and satisfaction, demonstrating that their voices drive change.
Handling Customer Complaints and Feedback
In the bustling world of business, misunderstandings and errors are bound to occur. Hence, effective handling of customer complaints and feedback is not just a necessity but a cornerstone of any successful customer service strategy. Importantly, it presents a chance for growth. When approached correctly, complaints can provide insights into product shortcomings or service flaws that may not have been apparent otherwise. Thus, managing these concerns actively can solidify trust and enhance customer loyalty.
Moreover, listening to feedback allows organizations to gauge customer sentiment and adapt their practices. It fosters a culture where consumers feel valued, which in turn can boost their overall experience. This becomes increasingly critical as today’s market is fiercely competitive. If businesses neglect complaints, they risk losing not just a customer, but also the potential of gaining future clientele through positive word-of-mouth.
"The customer’s complaint is an open door to improvement; address it wisely, and you win their trust."
Effective Response Strategies
When a customer voices a complaint, the way you respond can make a world of difference. Acknowledge the issue promptly—nothing irks customers more than feeling ignored. A simple statement like, "I understand your frustration; let’s work on this together," can defuse anger and may turn a negative situation into a positive interaction.
Follow these strategies to ensure effective responses:
- Listen Actively: Let the customer express their thoughts without interrupting. This not only makes them feel heard but can also provide you with the necessary information to address their issue better.
- Empathize: Show genuine concern for their experience. Phrases like "I can see how that would be upsetting" can build rapport and establish trust.
- Provide Solutions: After fully understanding the problem, offer relevant solutions. Ensure these solutions are practical and lead the customer to feel satisfied, whether it means a refund, replacement, or any form of compensation.
- Follow Up: After the solution has been implemented, a follow-up can reinforce that you value their feedback and are committed to ongoing improvement. This step can transform an unhappy customer into a loyal supporter.
Turning Complaints into Opportunities
Every complaint is an opportunity in disguise. To capitalize on this perspective, a mindset shift is necessary—view complaints not merely as hurdles but as informative feedback that can drive change.
Here’s how to explore this opportunity:
- Identify Patterns: Look for recurring issues in complaints; they often highlight systemic problems in products or services. Addressing a root cause can prevent the same complaint from surfacing multiple times.
- Innovate Products and Services: Complaints can serve as a springboard for innovation. When customers articulate unmet needs, businesses can adjust their offerings or create new solutions tailored to these demands.
- Strengthen Relationships: When customers see that their concerns lead to tangible improvements, their loyalty will often deepen. By fostering a dialogue around complaints, organizations encourage a participatory culture where customers feel invested in the brand.
- Train Staff: Use insights gained from complaints as case studies for staff training. This approach not only improves front-line service but also instills a problem-solving mindset throughout the organization.
By adopting these frameworks, businesses can navigate the muddy waters of complaints with grace. Rather than shying away, embracing feedback—both positive and negative—creates a dynamic landscape in which customer experience flourishes. This, in the long run, translates to tangible benefits for the business.
Case Studies of Exemplary Customer Service
In the complex world of business, customer service stands out as a critical factor for success. Case studies on exemplary customer service shed light on real scenarios where companies made a significant impact on customer loyalty and satisfaction. They serve as blueprints that can guide others in enhancing their services. Rather than relying solely on theories or hypothetical situations, analyzing these case studies anchors the discussion in concrete examples, providing actionable insights. Companies can learn from the successes and missteps of others.
Analyzing Successful Companies
When diving into successful companies, one can't help but be impressed by how businesses like Zappos and Ritz-Carlton have mastered exceptional customer service.
- Zappos: This online retailer is renowned for its customer-first philosophy. Zappos empowers its employees to go above and beyond. There are stories of representatives spending hours on the phone with customers, even helping them select shoes that suit their needs. By fostering an environment where service is celebrated, Zappos cultivates loyal customers who often return simply because of the positive experience.
- Ritz-Carlton: Known for luxury, they have established a reputation for unparalleled service. Each employee is trained to capture guest preferences and build upon them for future visits. This attention to detail, where even the smallest of preferences matter, turns guests into loyal patrons. Their motto emphasizes service that creates memorable experiences, illustrating a remarkable commitment to customer satisfaction.
These companies showcase that investing in customer service isn't just about resolving issues; it’s about creating lasting relationships and experiences that resonate with the customer long after their initial interaction.
Lessons Learned from Customer Service Failures
While success stories are enlightening, failures provide equally valuable lessons. Companies such as United Airlines and Blockbuster exemplify the consequences of neglecting customer service.
- United Airlines: The infamous incident in 2017 where a passenger was forcibly removed from an overbooked flight serves as a stark warning. The lack of empathy and the poor handling of the situation resulted in widespread backlash and damaged their brand image. This incident underscores the necessity of prioritizing customer well-being and the repercussions when a company fails to do so.
- Blockbuster: Once a leader in video rentals, this company faltered largely due to its inability to adapt to changing customer expectations. In contrast to the rise of streaming services like Netflix, Blockbuster remained stagnant, ignoring customer desires for convenience and technology integration. This failure to evolve ultimately led to its demise, showcasing how neglecting customer needs can lead to catastrophic outcomes.
"Customer service shouldn’t just be a department, it should be the entire company." - Tony Hsieh
Through these case studies, both successes and failures, businesses learn that exceptional customer service is not a checkbox, but rather a continuous journey. The lessons drawn from these real-world scenarios can fuel better strategies, leading to more effective customer engagement and satisfaction.
Future Trends in Customer Service
The landscape of customer service is ever-evolving, with emerging trends shaping how businesses interact with their clients. Understanding these trends is essential for organizations aiming to maintain a competitive edge in their respective markets. Recognizing future tendencies allows companies to anticipate customers' needs, add value to their interactions, and ultimately foster loyalty.
The Rise of Automation
Automation has become a cornerstone of modern customer service, streamlining processes and enhancing efficiency. Technologies such as chatbots and AI-driven customer support systems are rapidly gaining traction.
These tools can manage routine inquiries, provide immediate responses, and operate 24/7, ensuring that customers are never left hanging. For example, imagine a scenario where a customer needs help at midnight with their order. An automated system could provide helpful answers quicker than the blink of an eye, increasing satisfaction significantly.
However, while automation offers many advantages, it’s vital to walk the fine line between efficiency and personalization. Customers value quick responses, but a robotic interaction can feel cold and distant. Therefore, finding the right balance between automation and human touch is critical.
"Automation can enhance the speed of service, but personalization is what keeps customers loyal."
The Importance of Human Touch
Despite the advancements in technology, the human element remains irreplaceable in customer service. Customers often appreciate empathy and understanding—qualities that cannot be replicated by machines.
When a customer faces an issue that requires patience or nuanced understanding, the presence of a trained representative can significantly improve the experience. Here’s why maintaining a human touch matters:
- Building Rapport: Customer interactions infused with genuine emotions and understanding foster stronger relationships.
- Handling Complex Issues: Not all problems can be resolved through automated channels. Complex inquiries often need the intuition and creativity that a human can offer.
- Delivering Exceptional Experiences: Personal connections lead to memorable experiences. Customers are likely to remember organizations that went the extra mile during challenging times.
Organizations would do well to integrate human insights into their automated systems. Ensuring that customers have access to live support when necessary can make a significant difference, assuring them that they’re more than just a number.
