The Importance of Good Customer Service in Small Businesses

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Understand how good customer service makes a difference for small businesses, and see 7 tips to improve yours.
Providing good customer service can be the biggest differentiator for small and medium-sized businesses. In this article, you will learn how to use this resource to your business’s advantage.

The truth is that technological advances and an abundance of information have made consumers more demanding and aware of their consumption.

A scenario that forces companies to adopt strategies to remain active in the market.

At this point, small and medium-sized companies are increasingly gaining prominence in the market.

All this because, in addition to being numerous, small and student database -sized companies focus on factors that the big names in the market cannot.

Part of this, of course, is due to the Covid-19 pandemic, which has caused significant changes in consumer behavior.

However, one of the main attractions of these organizations is customer service, which aligns two important factors:

Intimacy and receptivity – major trends in customer experience .
That said, now you will see how small and medium-sized companies can focus on good service to win customers and promote loyalty.

How a company is defined as small, medium or large
First of all, the right way to define whether a company is micro, small or medium is by looking at its annual revenue:

Individual microentrepreneurs: have a maximum annual revenue of R$81 thousand and are allowed to hire only 1 employee.
Micro-enterprises: have revenue of up to R$360 thousand, with a maximum of 20 employees
Small companies: have a gross annual income between a minimum of R$360,000 and a maximum of R$4.8 million, with a maximum of 100 employees.
Medium-sized companies: have revenues between R$4.8 million and R$300 million.
Participation of small businesses in e-commerce
More mature in the digital environment than ever, small and medium-sized enterprises (SMEs) had a historic performance in e-commerce in 2021.

According to a study by Nuvemshop , last year SMEs moved around R$2.3 billion in e-commerce, representing an increase of 77% compared to the volume in 2020.

This growth points to a trend seen in 2020, with many consumers shopping online for the first time.

At this rate, the volume of orders jumped from 6 million to 10.5 million in the last year.

The number of products sold by SMEs grew 59%, to 44.5 million items.

Advantages that most attract customers to small and medium-sized companies
As you may have noticed, the phrase “buy from small, local entrepreneurs” was widely shared on social media and TV commercials.

In fact, the idea behind this disclosure is quite simple:

Encourage consumption in small businesses , even online, to guarantee minimum revenue and prevent companies from closing their doors permanently .
A concept that sums up well one of the most powerful attractions of small and medium-sized companies: empathy in the relationship between smaller brands and their customers.

This is a closer and more friendly relationship, where the entrepreneur has greater contact and knows the client better.