How does customer support drive the company’s bottom line?

When we think about factors that drive revenue growth, customer service may not be the first thing that comes to mind. However, if you are not putting an emphasis on the quality of service you are offering your customers, you are missing out on a lot of opportunities to generate more revenue. In fact, according to research from Hubspot, 94% of American customers  will recommend your business to others if they feel your service was “very good.” Conversely, only 13% of customers will recommend you if they feel that your service level was “very poor.”

 

In this article, we will talk about some of the ways you can leverage your customer support team to drive revenue growth. 

 

  1. Create a Customer-Centric organization

 

When providing your customers with high-quality service is your top priority, your employees see the level of service that is required and will strive to do more in order to reach the needed goals. This starts with little things like not transferring calls from one agent to another, resolving their issue during the first call, and also more advanced problems that they have that require Tier 2 and 3 support. A lot of companies out there strive to be customer-centric, but very few of them actually achieve it. This is a great opportunity to stand out from a crowded playing field. 

 

  1. Don’t Let a Customer Walk Away

 

There are many reasons why you should do absolutely everything you can to keep a customer. First of all, there are financial reasons. Studies have shown that it is five times more expensive to acquire a new client than to retain an existing one. In addition to this, Over half of the consumers have said they will spend up to 57% more on a brand that they are loyal to. It takes a lot more marketing efforts to convert a new customer than a loyal one. However, if we go beyond the numbers, think about how hard your team worked and how much effort they put into getting to know a customer, resolving some past issues, and trying to build a relationship with them. That’s something that’s very hard to reproduce with other customers since it also requires a lot of time and effort and, in the end, there’s no guarantee of success. 

 

  1. Provide 24/7 Support

 

While your business hours may be from 9 am to 5 pm, your customers may be using your product or service in the evening or over the weekend. Furthermore, if you are a global company, you have customers in different parts of the world and their business hours will not match up perfectly with your business hours. This is why you should provide 24/7 support since it offers your customers peace of mind that you will be there for them whenever they need you. If this is something that seems unrealistic for your business, keep in mind that you can always set up an offshore team that will take care of any time zone you need. 

 

  1. Make Sure Your Customer Keep Coming Back

Earlier we talked about how expensive it is to acquire new customers in relation to keeping existing ones, but how exactly do you accomplish this? Well, over the course of time the customer has been doing business with your company, you need to pick up some data that will shed some light on their values, goals, objectives, problems, desires, and subtleties of their business. Why is this important? All of the things we mentioned will allow you to provide a more tailored and unique experience, which is exactly what the customers are looking for. Remember, nowadays there is so much competition in virtually any industry and your customers have almost unlimited options when it comes to service providers. Offering them such unique experiences is your ticket towards ensuring their repeat business. 

 

  1. Make Customer Support Your Competitive Edge

 

Globally, 54% of all consumers say that they have higher customer service expectations than they did just one year ago. Since customer demands are increasing every year, it’s difficult for companies to keep up. After all, it takes a lot of effort to provide personalized experiences. It’s difficult to constantly stay on top of the latest trends and offer your customers what they expect before your competition even realizes it. However, this is what it takes to compete in today’s marketplace, and offering such services can turn your customer support team into a competitive advantage, which is not something many companies can brag about. 

 

Trust Pexly With All of Your Customer Support Needs

 

Whether you are looking to increase customer loyalty, satisfaction rates, lower hold times, or reach any other objective, Pexly can provide you with comprehensive support to help expand your in-house support team or set up an entire dedicated offshore one. We are one of the largest data annotation and BPO providers in Eastern Europe with more than 400 employees in Ukraine and in other geographies globally to cover all required language skills. Contact us today to learn more about how we can help you. 

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