By focusing on the customers, the smart companies are really broadening their customer base by increased referrals.” An investment in customer service can later turn out being a source of new customers.
It can become an efficient, very credible and free advertisement.
Lack of a toll-free number, unreliable free chat widget and no dedicated people to answer the question. When this moment comes, the company opens up for customers.
It adds dedicated tools for managing customer emails, installs online chat software on the website, creates social media profile on Facebook or Twitter or simply starts in the most usual and traditional way – sets up an additional phone line for customer support.
At this moment however, in the so-called “New Economy” or information economy, everything turned around and markets became customer-oriented.