Customer service is free and even makes you money.
- Customer is fully engaged because there is a need and you have the full attention of theirs, at least more of it compared to any other time.
- Very easy to over deliver and impress because default is already something not working and many look into it as a cost center to cut corners which makes it trivial to be very competitive.
- People love to tell stories. Whatever the experience, good or bad, be sure that it will be shared with others.
- It's shown again and again, loyal customers are the most important ingredient for the success in the long run. Also, instead of acquiring new customers, selling to old customers is easier (no initial cost, no onboarding, you know them) and they will help you to automate bringing new ones anyway by telling (your good) stories.