Why do they think they invest in this area of ​​their business at all?

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And here comes the question – how would you feel in both of these situations? Which brand would you gladly buy again, and which one would you start to discourage all your loved ones from buying?

The answers to these questions are obvious and clearly illustrate how important a role professional customer service plays in whether our marketing (and with it the image we create) makes any sense at all.

After all, what is the point of efforts focused on building brand trust when, when a consumer interacts with a service representative, they are met with an unfriendly and unengaged approach?

Let’s see what brands themselves have to say about this.
Why do brands invest in customer service?
Superoffice, a company providing CRM solutions , decided to answer
indonesia telegram data this question in its study . It turns out that among the most important reasons why brands invest in customer service, we can include:

improving the effectiveness of cross-selling and up-selling ,
increasing customer retention,
increasing customer satisfaction.
reasons for investing in customer service – customer service

Source: SuperOffice, 2024

The survey results show us that, first and foremost, brands simply want to increase their sales effectiveness by investing in customer service.