Without Good Customer Service, There Is No Business Growth

There is a quote from Sally Gronow that says: “Good customer service costs less than bad customer service.” We think that companies must take that really seriously, since this can mean the growth or disappearance of our companies.

It may sound merciless, but it is true: an organization that forgets about customers is doomed to fail. Likewise, that organization will tend to design and produce the wrong products, invest in useless resources, and lose their customers’ loyalty. On the other hand, a company that cares about their customers and anticipates their customers' desires tends to grow faster and sustainably.

Mexican companies must adapt to changes  all the time. But today's new AI landscape and changing customer expectations demand a true reinvention. It requires revolutionizing customer service.

The Service Revolution

Customer experience (CX) leaders are under immense pressure to deliver delightful support at scale while controlling costs. The old way of doing things – throwing more reps at the problem and relying on isolated tools – simply doesn't cut it anymore. It creates data silos, slows down response times, and relegates customer service to a cost center.

One of the basic elements to achieve this change is to optimize the customer service area. In this sense, the use of technological tools becomes very relevant. For example, customer relationship management software is a great alternative to maintain control of all the organization's communication channels and store the history of interactions with customers so as not to lose sight of the needs of any of them. Likewise, they provide appropriate follow-up to each request. We confirmed this in our study,  State of Sales 2024, where we found that 93% of companies in Mexico consider that technology is important or very important in their daily work, and 58% believe that establishing personal and human connections is the most critical aspect of a successful sales process.

There is a significant number of technological tools in the market that focus not only on customer service, but also offer comprehensive solutions for the entire company.

Recently at HubSpot we announced during our new semiannual initiative, Spotlight, the launch of the new Service Hub and the improved Content Hub, with which we hope, through the inclusion of new technologies, to solve the problems of those in charge of these areas.

Service Hub launched new tools, such as a workspace that provides a view of open tickets, omnichannel conversations, and the option to filter information. It included a chatbot that allows 24 hours assistance, automatic responses, recommendations in real time, and      the summary of conversations to address requests in less time, as well as suggestions for next steps. That is to say, all technological tools seek to improve not only customer support, but also to be strategic allies for the efficiency and results of work teams in companies in all industries, no matter the sector.

Impact

All the attention and follow-up that companies give to customers plays a very important role in how those people feel about your business and brand. This is why good or bad customer service has the potential to greatly impact important factors, such as your company's reputation, customer retention, and profits. We must think about our strategies and contribute to satisfying all the needs of our clients, delighting them with excellent service and, at the same time, constantly maintaining analysis and improvement tasks to polish the details that may arise. We must see this more than an additional effort, and as an investment in the growth of our companies.

Thanks to technological advancement, we have tools that are changing the way we work, and in a challenging panorama such as the global and national economic situation, it is necessary to improve the way we work hand in hand with our clients, offering customer service and personalized, non-invasive marketing, to ensure the sustainability and growth of Mexican companies.