Today’s consumer is discerning, and with all the choices they now have, can afford to be. As such, customer service has evolved from a “necessary evil” to a “competitive differentiator.” Follow these tips to ensure you are not just supporting your customers, but that you are using this important channel to drive sales and increase profits.

1. Spread the word. Customer service, when done well, has just as much impact as a strong sales funnel or excellent marketing efforts.

68% of consumers say they are willing to pay more for products and services from a brand known to offer good customer service experiences. (HubSpot)

2. Provide personalized responses. A New York based direct-to-consumer swimwear company saw an estimated 10% increase in conversions by providing direct human interaction and leveraging opportunities to upsell and increase average order value.

3. Be quick and timely. Don’t let your social channels, let alone your support tickets, go unanswered. 89% of consumers are more likely to make another purchase after a positive customer service experience. (Salesforce Research)

4. Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)

5. Use an automated platform like Chatdesk to ensure you take advantage of every customer touch-point as an opportunity to delight, retain and turn your one-time consumer into a super-fan!