[[{"@context":"http:\/\/schema.org","@type":"Answer","name":"What is customer retention management","text":"Customer retention refers to a company\u2019s ability to keep customers over time. Customer retention management is your company\u2019s process for maintaining relationships with existing customers to drive satisfaction and loyalty; and customer service plays a crucial role in that process.  And if it\u2019s not a key strategic focus of your business, it should be. Why? Because time and time again, studies show that it\u2019s cheaper and more profitable to retain existing customers than it is to acquire new ones.","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/11\/what-is-customer-services-role-in-customer-retention-examples-benefits\/#Answer"},{"@context":"http:\/\/schema.org","@type":"Answer","name":"How to improve customer retention","text":"<p>Since customer service can make or break the customer&rsquo;s experience, companies that deliver stellar service will have longer, more valuable customer relationships. So, to boost your customer retention rate, start with your customer service experience.<\/p> <p>Ask yourself: Is your customer service&hellip;<\/p> <ul> <li><strong>Easy to find and navigate?<\/strong>&nbsp;Too often, companies try to avoid flooded inboxes by burying their contact information deep within the site. Wrong move. When customers have issues, sending them on a scavenger hunt for your email address will only add to their frustration. Instead, put your Help info front and center. Whether it&rsquo;s through your website&rsquo;s main navigation menu or a chatbot at the bottom, make it as easy as possible for customers to reach out.<\/li> <li><strong>Customer-centric?<\/strong> It&rsquo;s no longer enough to provide great service. Now, you need to provide a great service experience. And that means taking a customer-centric approach to both what you do, and how you do it. Use data-driven insights to learn who your customer is and how they like to engage. Then, deliver a service experience based on their preferences and priorities.<\/li> <li><strong>Convenient?<\/strong> If you&rsquo;re a global company, do you offer 24\/7 customer support? Are your service channels the ones your target market prefers? For example, older audiences may prefer using the phone, while younger generations may expect the whole interaction to happen via social media. For simple questions, users like self-service options, such as how-to videos or FAQ pages. But the more complex an issue is, the more they will want to talk to a real person.<\/li> <li><strong>Helpful?<\/strong> Of course, service is all about helping. You&rsquo;re helping customers troubleshoot issues, or get greater value from your products and services. No amount of friendliness will make up for an unresolved problem. Solicit feedback from your customers to ask how the service experience could be improved, or whether they found it helpful. Send follow-up emails to customers after a service interaction to ensure their questions were answered. Use their feedback to make improvements.<\/li> <\/ul>","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/11\/what-is-customer-services-role-in-customer-retention-examples-benefits\/#Answer1"},{"@context":"http:\/\/schema.org","@type":"FAQPage","about":["https:\/\/www.wikidata.org\/wiki\/Q5196474","https:\/\/en.wikipedia.org\/wiki\/Customer_retention"],"name":"What is customer retention management","mainEntity":[{"@type":"Question","name":"What is customer retention management","acceptedAnswer":{"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/11\/what-is-customer-services-role-in-customer-retention-examples-benefits\/#Answer"},"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/11\/what-is-customer-services-role-in-customer-retention-examples-benefits\/#Question"},{"@type":"Question","name":"How to improve customer retention","acceptedAnswer":{"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/11\/what-is-customer-services-role-in-customer-retention-examples-benefits\/#Answer1"},"@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/11\/what-is-customer-services-role-in-customer-retention-examples-benefits\/#Question1"}],"abstract":"Customer retention management is your company\u2019s process for maintaining relationships with existing customers to drive satisfaction and loyalty.","@id":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/11\/what-is-customer-services-role-in-customer-retention-examples-benefits\/#FAQPage"}],{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2021","item":"https:\/\/www.the-future-of-commerce.com\/2021\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"10","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/10\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"11","item":"https:\/\/www.the-future-of-commerce.com\/2021\/\/10\/\/11\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"What is customer service&#8217;s role in customer retention?","item":"https:\/\/www.the-future-of-commerce.com\/2021\/10\/11\/what-is-customer-services-role-in-customer-retention-examples-benefits\/#breadcrumbitem"}]}]