Saturday, May 15, 2021

How client support teams boost customer retention and revenue

Customer support teams play a major role in making the customers feel valued thus boosting revenue, retention and adding more customers

While customer support teams are constantly interacting with the customers, providing them with products and services information, CMOs feel that open communication lines with customers are critical for the financial growth of an organization.
In fact, good customer support is more valuable for market growth than all other initiatives put together. There are some salient attributes that add the most value to this exercise, as enterprises invest more in creating customer-centric strategies.

Customer Retention – The Importance of Loyalty Programs amid Economic Downturns

Speed: Timely response to customers is critical in providing good customer support. CMOs say that as part of a good marketing strategy, organizations should have alternative solutions in place if the support team is not available immediately. FAQs and automated tools are some solutions preferred by marketing leaders.

Quality and Expertise: CMOs insist that customer support teams should undergo extensive and relevant training to provide quality customer experience. C-suite leaders feel that good customer support personnel should have an optimistic and empathetic attitude.

Consistent: Customers are loyal to consistent service. This promotes word-of-mouth publicity as well. Consistent service shows that the organization is trustworthy, dependable, and organized.

Convenience: Like Omnichannel marketing, omnichannel customer connects strategy is a good way of customer engagement. Live customer support might not be always possible, but good customer experience can always be ensured with tools like chat, email, social media, and phone. Marketing leaders encourage the cross-selling, upselling, extension of warranty, promotions, offering new packages all as a part of increasing the incremental revenue for the company.

Push Customer Retention by Richer Customer Experience: The CMO strategy

Reviews and Feedback
Good reviews and feedback on an organization’s services and products help to attract more
customers. CMOs say that customer support teams should be trained on how to properly solicit feedback from customers so that they feel urged to communicate their experience. To encourage feedback, organizations implement strategies like offering incentives for feedback. This increases footfall, retention, and customer base as well.

CMOs feel that organization should emphasize on churning out good customer experiences.
Customer teams should ensure to treat customers as a privilege and not a right to boost customer loyalty. In a recent survey conducted by Bain & Company, business is boosted by 25-95% when even mere 5% retention of customers is observed.

CMOs opine that since the customer service team is the public face of an organization, it is the driving force behind the revenue.

Latest news

Fast-Growing Fintech Company, Finexio, Announces Appointment of Joe Proto to Board of Directors

Orlando-based "AP Payments as a Service" company Finexio today announced the appointment of Joe Proto, EVP Senior Advisor at Mastercard, to its Board of Directors. Proto brings...

TechPACT Organization Dedicates Mission to Leading the Charge for Inclusion and Equity in the Technology Industry TechPACT

Founded by a group of impassioned CIOs and technology leaders, TechPACT makes commitments to address inequality within the technology space. Founders pledge to reduce...

Investis Digital Partners with DBSA and Mind to Promote Mental Wellness and Support Physical Health

Investis Digital, a leading global digital communications company, announced that it embarked on a global initiative to empower its employees to take charge of...

Wurl Plots Global Expansion with the Addition of Five Media Industry Veterans to Lead Business Development, Content Strategy, and Sales

Continuing to accelerate its growth and expansion in the US and around the world, Wurl, the leading provider of streaming video distribution and advertising services...

FinScan® Unveils Focus, Its Next-Generation, AI-Powered AML Screening Engine

FinScan, a global leader in anti-money laundering (AML) compliance solutions, today announced the launch of its latest screening engine, Focus. FinScan Focus integrates advanced...

The Evolving World of B2B Marketing Strategies

The way forward for B2B marketing is a clear focus on three things-the customers, technology, and of course, the martech stack that works best-...

Related news

Fast-Growing Fintech Company, Finexio, Announces Appointment of Joe Proto to Board of Directors

Orlando-based "AP Payments as a Service" company Finexio today announced the appointment of Joe Proto, EVP Senior Advisor at Mastercard, to its Board of Directors. Proto brings...

TechPACT Organization Dedicates Mission to Leading the Charge for Inclusion and Equity in the Technology Industry TechPACT

Founded by a group of impassioned CIOs and technology leaders, TechPACT makes commitments to address inequality within the technology space. Founders pledge to reduce...

Investis Digital Partners with DBSA and Mind to Promote Mental Wellness and Support Physical Health

Investis Digital, a leading global digital communications company, announced that it embarked on a global initiative to empower its employees to take charge of...

Wurl Plots Global Expansion with the Addition of Five Media Industry Veterans to Lead Business Development, Content Strategy, and Sales

Continuing to accelerate its growth and expansion in the US and around the world, Wurl, the leading provider of streaming video distribution and advertising services...

LEAVE A REPLY

Please enter your comment!
Please enter your name here