Why do brands invest in customer service?

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Superoffice, a company providing CRM solutions , decided to answer 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, philippines telegram data brands simply want to increase their sales effectiveness by investing in customer service.

In second place, respondents indicated (no less important) the brand's ability to retain existing customers.

This also confirms the truth of the story I told you at the beginning of this newsletter – good customer service affects not only customers who are yet to make a purchase decision, but also those who have already made a purchase.

This is evidenced by the results from another part of the Superoffice study I am discussing, in which respondents were asked directly how the level of customer service translates into brand loyalty.