Help Your Sales Team Reach Their Quotas
As a SaaS business owner, you probably already know how important customer service is. After all, you can’t do business with unhappy customers—they’ll leave you.
But when you’re building a business, there are many other aspects you need to consider, like improving your product, marketing, or sales. It’s easy to forget about customer service and leave it at the bottom of your priorities list. In fact, 89% of consumers are more likely to make another purchase after a positive customer service experience. In addition to this, 93% of customers are likely to make repeat purchases with companies that offer excellent customer service.
Good customer service and business success are closely associated. When businesses slide their service standards, they face negative consequences with serious repercussions on the overall business.
Make It Easier for Your Marketing Team to Attract New Customers
Customer service helps retain the customers that marketing spent their budget obtaining in the first place. In addition, spending some of the budgets on customer service results in making existing customers happy, which is less of a cost than acquiring new customers.
Research from Bain & Company has shown that acquiring a new customer actually costs 6 to 7 times more than efforts spent on customer service and customer retention.
However, having a “customer retention” department can also become a problem for your company if you are only worried about retaining them as a customer when they have a problem and want to leave. Rather than waiting until a contract is up and rather than waiting until a problem arises, take the time to make the effort to retain your customers before they want to leave. This way, they won’t want to leave in the first place.
This involves practicing not only inbound customer support but also outbound. The latter is when your team reaches out to customers or potential customers. This is an important part of service and account management. Calling your customer to verify their account details or making routine follow-up calls after a sale will make them feel appreciated. It’s also a way of updating customers on account terms or product recalls.
Start Increasing Your Revenue With Top-Quality Customer Support
According to Forbes, companies with a customer experience mindset drive revenue 4-8% higher than the rest of their industries. Two-thirds of companies compete on customer experience, up from just 36% in 2010. Companies that lead in customer experience outperform laggards by nearly 80%. While hard numbers on customer experience-revenue relationships can be difficult to come by, research done by Harvard Business Review shows there is a direct link between CX and annual revenue increase. Their survey polled customers about their experiences with both transaction-based and subscription-based companies. For transaction companies, clients who had the best experiences were shown to spend 140% more than those who were shown to have the poorest experience. For companies based around subscription services, it was shown that members who rated their experience at the lowest score possible only had a 43% chance of still being a member one year later. In contrast, those who scored their experiences at the highest ratings had a 74% chance of still being a member in a year.
Trust Pexly to Reap All of the Benefits of Quality Customer Support
As we have seen from all of the information presented above, quality customer support can help you improve many different aspects of your business. If you are looking to expand your current support team or set up an entirely new offshore support team, Pexly can take all of the work off your shoulders. We are one of the largest BPO providers in Eastern Europe with more than 2,000 employees in eight locations all over Ukraine and in other geographies globally to cover all required language skills. Contact us today to learn more about how we can help you.
