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Importance of Customer Services in New & Small Startups

Updated: Jan 21

Customer service for startups

Customer service has become a universal concept for every business, no matter the size. If you are a new business or a small startup, then it becomes all the more crucial to serve your customers. Customer services are directly linked to the growth and success of businesses, and if you want to prioritize and serve your customers in the best way possible, keep reading this article till the end to learn some essential tips to enhance customer service for new businesses and startups.

Main Reasons for the Importance of Customer Service in Startups and New Businesses

Knowing what your customers want and how to serve them from the start can provide you with a huge advantage while growing your business. It's no news that customer services have taken center stage in business strategies, and here are some reasons why customers should be your main focus as a startup business -

Exceptional customer experience can be a huge deal breaker while creating a loyal customer base. We know that the primary constraint for a startup or new business is minimum resources, manpower, and budget. When customers are satisfied, they recommend the brand to their friends and family, which can be a great way of marketing your products to potential customers for free. Thus, by providing better customer service, you are not only satisfying your current customers but attracting new ones while creating a brand image, which is very important when your business is starting.

  • As a new business, you need to focus on the 80/20 rule, which says that 80% of your profits come from 20% of your customers. Focusing on customers as a priority can lead to trust and can build better relationships. When customers feel heard and seen, they are more likely to return to the brand for their next purchase, which leads to more sales.

  • When the focus is on customer service, you can also collect data, feedback, and reviews regarding your products.

  • It can help you understand customer preferences, and you can know about the strengths and issues of a particular product or service.

  • It can help you modify your current products and services to suit your customer needs.

  • You can collect insightful customer data and interpret them not only for better customer service but also to improve every aspect of your business, which can be a huge help in deciding about future products and the decision-making process.

  • By using the results from customer services as a tool for business development, a new business can also minimize future risk, as they already have an idea about customer expectations.

  • Good customer service is not only linked to more sales but also optimal recruitment. Potential employees are looking for jobs that serve their customers and make them a priority. On the other hand, better customer service can lead to more job opportunities by increasing sales and creating a need for a dedicated team to resort to their issues and complaints.

  • Making customer service one of the main goals of your small business not only helps you better your current strategies but can also help you modify them as your customer preferences evolve. We know that customer service is a continuous process, and the earlier you start, the better it is for your business.

Practical Tips to Provide a Better Customer Service as a Small Business

Now that we have established the importance of serving customers let's look at some effective ways in which you can enhance your customer service for the growth and success of the new venture.

Build an Interactive Contact Page:

Firstly, you need to build a clear and visible contact page to create an environment for customers where they can reach out easily. When customers feel motivated to talk about their issues, the brand is more likely to develop a stronger relationship and understand them better. This is important for every business but is more vital for a small business to create a better foundation of customers.

Add a Personalized Touch:

Adding a personalized touch to your customer service can be a great way of creating a unique brand image. This can be done by sending them personalized letters or a note of thanks along with their purchase. You can also send them follow-up messages after a product is delivered to ensure that they are satisfied.

Make Acquired Customers a Priority:

Did you know that it is seven times more costly to acquire a new customer than to retain the current one? Thus, keeping customers should be one of the main goals for a startup; hence, they should make their long-time customers a priority. For example, you can send them special offers on their birthdays or offer additional discounts during sales. This can create a very positive environment for customers and can lead to a stronger brand presence, as customers mostly share their experiences with friends or on social media.

Create a Detailed Knowledge Base:

As a new business, you should focus on creating a detailed knowledge base to serve your customers 24*7. Startups are mostly short of manpower, and it is not practical for them to be there for customers all day long. In such a case, a knowledge base that answers repetitive or common questions can be a great way of helping out customers on time.

Develop a Customer-Centric Environment at Work:

Since a startup consists of a smaller team, including everyone in the customer service process is important. Every individual should treat customers as a priority, and you should develop a customer-centric environment from the beginning.

Hire the Right Employee:

Another way to better your customer service is to hire the right employees for the job. Your team should include people who are great communicators and can hold a conversation with customers without them feeling neglected. It is also vital to respond to customers with empathy and kindness, and it goes a long way in maintaining future relationships and retaining them.


Hence, by focusing on your customers from the initial stages of business, you can create a strong, trustworthy customer base. This can be a very powerful trait for your company in the long run. You can incorporate the tips provided above into your startup business to improve your current customer services and create better growth opportunities.

If you are still facing issues while serving your customers, you can consult our team at Better CX as we will help you create a plan that caters specifically to your small business.


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