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How Customer Service and Retention are Related - A Better Answer - Blog

How Customer Service and Retention are Related

Customer service leads to happy customers, and happy customers keep buying your products and services. It really is that simple on the surface, but there is more nuance.

It doesn’t matter that you have excellent customer service alone, it matters how complete your offering is and how you dedicate yourself to it.

Why Retention Matters

The cost of acquiring customers is high; it includes marketing budget, sales time and delivering a product. The longer you keep a customer, the more return on your investment of sales time and marketing resources.

It’s somewhere between 5 and 25 times more expensive to acquire a new customer instead of retaining one. This is why the largest companies in the world try to make you brand loyal and maintain your attention.

You should be focusing on keeping your customers over acquiring lots of new ones. The math works out as a far better way to grow your company.

So how do you keep customers? Customer service.

Customer Service and Retention

Your customer service is part of your sales process (even if it requires a different skillset). Think of it like you are “reselling” your customers on your product or services every time they need customer service.

You are selling them on the idea of continuing to use your product. You are giving customers confidence in their choice of your company, that they got the best deal for them (not always the least costly) and that there is no reason to look elsewhere because they are happy where they are. Whether you sell to consumers or businesses, this idea remains true. They view your support as part of the product.

By creating a great customer service moment for your customers, they will keep coming back. They can even walk away from these experiences more satisfied than they were before.

The better your customer service, the higher your retention will be. In fact, 52% of customers report poor service as their reason for leaving a provider. It’s essential to invest the time, resources and culture so your service is a full customer experience.

A Complete Service Experience

Everyone thinks of customer service a little bit differently. It’s easy to become too focused on one part of customer service when it’s often multi-faceted. Customer service can be as simple as an easy and responsive scheduling system, digitally or by phone, or it can be a full team of expert troubleshooters.

Your customer service should exist in multiple forms. These are a few easy things you can do to help your service:

  1. Make your website easy to navigate, and your contact information easy to find.
  2. Ensure your phones always have a trained representative answering them.
  3. Be available when your customers need you.
  4. Interact quickly on digital platforms if you have them, such as Facebook.
  5. Ability to problem solve, even if you don’t have the solution yourself, know who does.

Make sure that whatever platforms you do use, they are always manned. It doesn’t help you if your Facebook page never has anyone responding to comments. If no-one is monitoring your catch-all customer emails, then they’ll become frustrated and feel ignored.

The best piece of advice for creating a customer service experience is to engage and manage whatever platforms you do choose to use.

The Fad Trap

There are always new ways to engage with customers to help increase retention. No matter what releases, apply the above advice. If you can’t integrate it into your business or dedicate your staff to it, don’t use it.

Chatbots have become a popular addition to company websites and are a fantastic way for customers to get basic questions answered, but if you don’t have a service team to back it up for the more complicated conversations they can taint the whole customer experience before you ever get a chance to talk to them. Supporting a chatbot with both an answering service and chat representatives allows your customers to have a complete service experience for their complex needs, no matter how they choose to escalate the conversation.


Your sales process never really stops. Customer service is an extension of your sales team. They keep your customers happy and willing to spend more money with your business.

The key is to create a complete experience and dedicate yourself to your chosen platforms or work with a partner who can do that for you. If you have strong customer service, then you’ll retain more customers and grow a more profitable company.


Publish Date: July 12, 2018

2023 Buyers Guide Headsets

All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing



Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.


Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.

View more from A Better Answer

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Virtual Assistant vs. Answering Service: Which Is Right for You?June 22, 2021
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Live Chat vs. Phone Support: Choosing the Right One for Your BusinessJune 21, 2021
Tips To Help Improve Your Company’s First Call ResolutionMay 30, 2021
The Importance of Stellar Customer Service for E-Commerce BusinessesMay 25, 2021
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