Why Is Customer Support Especially Important For A Small Business

by Tanya September 19, 2023

Small businesses are the backbone of our economy.

In the UK, small businesses are defined as privately owned organisations with no more than 50 employees and up to £6.5 million in turnover.

Customer service is especially important for small businesses for several reasons:

1. Great customer service boosts word-of-mouth

Small businesses often rely heavily on repeat customers and word-of-mouth referrals. Providing excellent customer service can help build customer loyalty, increasing the chances that customers will return and continue to do business with the company.

Satisfied customers are also more likely to refer friends and family, which can be a significant source of new business for small enterprises.

Brand awareness is especially important for small businesses that need to compete with bigger brands for attention.

You can ask customers to take a photo of themselves with their product, which qualifies them for free merchandise, for example.

If they have a large following, more people like them will be exposed to your brand.

Or you can create a referral incentive, where existing customers can be incentivised to invite their friends to try your brand.

Thankfully social media and PR can help with getting your mission out there without having to spend lots of money.

2. 24/7 helpline boosts trustworthiness

Call Care 247 is a trusted partner for small businesses in the realm of customer services. It bridges this gap by providing 24/7 customer support, ensuring your customers can reach out anytime.

In the competitive world of small businesses, every advantage counts.

While offering a great product or service is crucial, exceptional customer service can be a game-changer.

Customers are often willing to pay a premium for better service and a more personalized experience.

3. Great customer service is a cost-effective marketing

Providing great customer service can be a cost-effective way to market a small business.

Satisfied customers are more likely to share their positive experiences on social media or through online reviews, helping the business reach a broader audience without the need for expensive advertising campaigns.

Effective customer service can lead to higher sales and revenue, which are vital for the growth and sustainability of small enterprises.

4. Great customer service can help you to improve

Interacting with customers through customer service channels provides valuable feedback for small businesses.

This feedback can help them identify areas for improvement, refine their products or services, and adapt to changing customer preferences.

The more intimate feedback loop can help you launch improved offerings ahead of your competitors, and build strong, long-lasting relationships.

5. Great customer service improves employee morale reducing retention

Good customer service also benefits employees. When employees see that their efforts contribute to customer satisfaction and the success of the business, it can boost their morale and job satisfaction, leading to a more engaged and motivated workforce.


Customer service plays a crucial role in the success and growth of small businesses by fostering customer loyalty, building a positive reputation, driving sales, and providing valuable feedback for improvement.

Prioritising excellent customer service can help small businesses stand out in a competitive marketplace and create a foundation for long-term success.

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The first Millennial blogger in the UK. Twitter @_luckyattitude

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