Commercial Customer Service: What It Is and How to Use It to Sell More
To start, we must remember that every salesperson and company is also a client to someone else, meaning we all understand how important good commercial service is.
This area is present throughout the entire purchasing cycle, from pre-sales to post-sales, playing a key role in a successful business and being a highly valuable criterion for customer evaluation.
With that said, let’s dive deeper into what commercial service is and how to use this strategy to change your company’s results.
Let’s go!
What is Commercial Service?
Commercial service is the area responsible for building a direct relationship between the company and the client.
This area operates in both pre-sales and post-sales, as it continues to be the bridge for clients to reach and stay with the company.
What is the Objective of Commercial Service?
The primary objective of commercial service is to initiate a negotiation or continue with an ongoing proposal. In other words, it operates at the crucial moment to close or not close a sale, as the lead is already interested.
An excellent commercial service will be the key point for the deal to be finalized.
However, we must not forget that service is also important in post-sales, as it continues to be the connection between the client and the company, whether for answering questions, solving problems, gathering feedback, and, most importantly, making new sales and service upgrades.
We can say it will always be a constant and lasting relationship with the target audience to keep them satisfied.
What does the Commercial Service Sector do?
As the name suggests, the Commercial Service sector assists and supports the customer in the purchasing process.
This includes the entire process related to the customer’s purchase, from pre-sales to post-sales.
The sector is responsible for providing quotes, answering questions about the product or service, explaining options, finding the best fit with the client, and continuing the relationship for possible upgrades.
It’s worth noting that this sector is interconnected with Customer Success (CS) and Support to maintain a good client relationship.
Is Commercial Service the Same as Customer Service?
In daily use, we might use commercial service and customer service interchangeably.
This happens mainly for convenience but also because both areas are responsible for maintaining a relationship with the client.
However, their responsibilities are not the same.
Commercial service is responsible for assisting and participating in the user’s purchasing process, maintaining a relationship to find the best option for both sides.
Customer service, on the other hand, focuses more on post-sales, addressing questions, gathering feedback (positive or negative), and providing all necessary support to the client, serving as the first point of contact before directing them to the appropriate area.
Why is Commercial Service Important?
If this area is so essential for companies, you might be wondering what advantages it brings, right?
Here are some of them!
Improved Service Quality
By having a sector dedicated to customer service, you can provide a much higher quality service.
You’ll offer all the support, assistance, tips, and attention the consumer needs, positioning yourself as a reference in the industry.
Strengthening Client Relationships
As we already know, customer service builds a relationship between the client and the company.
By maintaining constant communication with clients, exchanging ideas, and helping when necessary, you’ll build trust in your company, increase authority in the market, and consolidate strong relationships.
Exceeding Customer Expectations
Imagine this scenario: you have an urgent need in your company and are searching for a specific product or service but still need many details to feel secure about making a purchase.
This is where customer service comes in. By building a relationship, you help the client make decisions and feel more at ease.
This way, many clients can be positively surprised by the quality of the service and attention provided.
How to Optimize Commercial Service and Increase Sales
If you want to offer clients even more effective service and boost your sales, here are five strategies to enhance your process!
Provide Self-Service Options
Self-service is a favorite for many consumers as it offers quick, simple, and automatic solutions.
Examples include FAQs that answer users’ common questions without contacting and waiting for a response.
Another highly effective solution is automated service using artificial intelligence.
A chatbot like Leadster AI can answer visitor questions and handle objections before they even contact the sales team.
This solution speeds up responses for visitors looking for quick answers and helps sales representatives avoid repetitive tasks.
Integrate Sales and Support Teams
We’ve mentioned that customer service is interconnected with support and CS, so it makes sense to integrate these sectors.
This ensures your commercial service team is equipped to address product or service-related questions and more technical or subjective issues specific to each client.
Invest in an Omnichannel Strategy
The customer journey is no longer linear, becoming increasingly complex.
Being present across multiple channels is the perfect strategy to ensure all touchpoints are covered, creating a more seamless and consistent customer experience.
Provide Chats and Chatbots
While some still hesitate to use chatbots, this tool can automate much of the sales process and support commercial representatives, boosting productivity.
Remember, many chatbots now assist with more than just customer support; they also play roles in sales and marketing.
For example, Leadster’s chatbot provides quick, personalized responses to site visitors, qualifies leads, and distributes them to sales reps.
Also read: Discover the Best Chatbots on the Market to Use in 2023.
Implement a CRM Tool
A Customer Relationship Management (CRM) tool will be one of your greatest allies in the sales process, including commercial service.
It helps manage clients, organize information, visualize data in one place, and monitor sales progress.
Use Conversational Marketing
The goal of conversational marketing is to engage visitors in real-time with personalized interactions, helping them through their buying journey.
This personalized dialogue helps users feel supported while collecting the information needed for commercial service.
The result?
- Increased lead volume;
- Better knowledge about the lead;
- Higher quality leads;
- Improved time management.
Did you know Leadster offers a conversational marketing tool with these benefits? Spoiler: it includes lead distribution, AI, lead tracking, A/B testing, meeting scheduling, and more.
Define Metrics, set Goals, and Track Results
You’ll only know if your efforts are working by monitoring results and metrics aligned with your objectives.
The numbers will indicate what’s working and what needs improvement to provide excellent customer service.
Conduct Satisfaction Surveys
Since the service is for the client, nothing is more effective than listening to what they have to say, right?
Regular satisfaction surveys are essential to measure whether your strategies meet customer expectations.
Offer Training
To further enhance the quality of customer service, provide training to equip your employees and improve their commercial performance.
Offer courses, e-books, videos, webinars, and workshops.
Run Incentive Campaigns
Incentive campaigns aim to motivate employees to excel in commercial service and meet all established goals.
Create initiatives that give employees a greater sense of purpose, fostering enthusiasm.
Ready to invest in excellent commercial service?
If you’re looking to implement some of these strategies, Leadster can help!
With our conversational marketing chatbot, you can increase efficiency using this innovative concept and optimize your service process.
You can test this tip right now with our free 14-day trial!
