What influences the quality of service

[sakibkhan22197]

There are some companies that you like more than others. Even if you only bought there once. Or didn't buy at all, but just discussed something with the manager. These companies seem to know how to influence your attitude to the product and brand. It's all about the quality of service - it's just a level higher.

In this article, we will tell you how to find weak points in customer service and give advice on how to improve it.

What is customer service quality and what does it affect?
Service quality is the result of customer support before and after purchase. But it is not just answers in the support chat, service quality covers all areas of brand interaction with the user.

The higher the quality of service, the higher the probability that australia email list the client will choose you. If the buyer encounters bad service, then despite the quality of the product, he will most likely not give a second chance and will go to competitors . Therefore, customer service is among the top factors that influence the decision to buy.


customer loyalty and repeat purchases,
service satisfaction index and LTV (customer life cycle in the funnel),
number of natural recommendations and reviews.
The quality of service is determined by the benefit that the product brings to the client. Sometimes it needs to be conveyed additionally. But before doing this, I advise you to start with whether the client needs this benefit at all. It happens that the client comes with an interesting task, but we cannot solve it. Then we recommend another solution or alternative. The user profile helps to understand whether this is your client. We have several of them for different roles.

Sergey Glukhov
Sergey Glukhov
support team lead at Carrot quest
Results of Carrot quest clients who implemented user communication mechanics:

Tochka stopped losing dialogues and increased conversion into deals by 20% ;
Marquiz set up user onboarding in the service and earn an additional 440,000 rubles per month on user support ;
"Aviasales for Business" organizes support for 4000+ users with a team of 8 operators .
Want to improve customer service and increase conversion to a deal?
Our experts will analyze your funnel during a free consultation and offer mechanics for revenue growth by 25%.

Sign up for a consultation
Why Improving Customer Experience Is a Growth Point
Here are three reasons why companies should improve their customer service.

1. Quality service creates loyal customers. They are more likely to return for repeat purchases and trust your brand. This increases the chance that they will choose your company in the future.

And loyal customers also increase the average bill through cross-selling. You already know their needs and preferences, which means you can offer products and services that interest them.

2. Improving customer service helps attract new customers. Satisfied customers recommend the company to friends and acquaintances, and you attract loyal users without additional investment.