The value of a good customer service number

While new technologies and communication platforms offer convenient alternatives for customer services, it remains crucial to have dedicated customer service numbers. This applies not only to your contact center but also, and more importantly, to your customers. In particular, this applies to the new generation of customers: Generation Z, or Gen Z. In this LinkedIn newsletter, you will discover the new generation's customer service expectations and value chain; Gen? Z.

New Consumer Era: Generation Z

An essential aspect of having a good customer service number is catering to the needs of upcoming generations, such as Gen Z. Born between 1997 and 2012, this generation has grown up amidst the rise of social media and technological advancements. Gen Z is accustomed to immediate access to information and expects seamless communication with businesses. Their preferred modes of communication have shifted. Gen Z has grown up in a digital age where instant messaging, social media, and quick interactions through apps are the norm. Traditional phone calls, involving longer conversations and potential wait times, may clash with this need for instant gratification. ?They want to be able to call, chat, or email a customer service representative and anticipate smooth and efficient interactions.

Providing such communication options is crucial for attracting and retaining this young generation as customers, emphasizing that having service numbers is still worthwhile.

Value Chain

A?crucial aspect of a good customer service number is its contribution to a company's value chain. Customer service is no longer just a cost; it can be a strategic tool to strengthen a company's overall value proposition. By providing efficient customer service via phone, chat, or other channels, customers have a broader range of options to connect with your customer support. The availability of not only chat but also a customer service number (for more complex inquiries or emergencies) ensures that the customer's voice is heard. Contented customers are inclined to revisit and spread positive word-of-mouth, drawing in new customers. Thus, a reliable customer service number is vital in a company's value chain.

No Phone Number

Not having a customer service number can result in significant drawbacks. Firstly, it can lead to customer frustration. If customers do not have an easy way to contact the service through various channels like chat, messaging, or email, or if the customer prefers direct communication, having a customer service number becomes necessary. Additionally, complaints and problems may escalate online, causing reputational damage. The absence of a customer service number can also diminish the trust of potential customers, as they may harbor doubts about the accessibility and reliability of the company.

On a more expert note…

It is evident that having a customer service number and providing excellent service is crucial for businesses, regardless of size or sector. If you still have doubts about improving your customer service or implementing an effective number, it is advisable to seek professional advice. There are experts and consultancy firms that can assist in developing a customer service strategy tailored to your business needs and objectives. Investing in a good customer service number and outstanding service will undoubtedly pay off in the long term with satisfied customers, improved business performance, and a strong market position. It is an investment in the future of your business.