Customer support service is very important for every business. As we all know a business saying, that consumers are always right and a happy customer is the lifeline of any company. Customer support as a service plays an important role to treat potential customers nicely, making sure they come back again. Here are 5 main reasons that will help you to improve your call center customer support as a service.
1. Trained call center Agents:
A recent report from Accenture says that 83% of U.S., consumers choose voice communication with customer service interaction. This report also states that last year, due to weak customer service, consumers left the brand and were inclined toward other brands in the market. Customers got bad experiences mainly when they were dealing with retailers, cable or satellite providers, and banks. For a great customer experience, customer support as a service will instruct your call center agents, to solve incoming problems and issues effectively.
2. Call center Performance:
To track the record of call center performance, it is necessary to use the right key performance indicators (KPIs) and metrics e.g., Time Doctor, VSLogger, and Talkdesk, etc. If you are not using the right metrics, you won’t be able to measure the agent productivity, and call center performance and unable to improve customer satisfaction. There are the right tools like Callyzer, Bright Pattern, Verint Monet WFO, etc., to track the call agent performance and overall performance of the call center, provided by a cloud-based phone system.
3. Customer Retention:
Every business knows about the benefits of retaining their customers as it takes 5 to 6 times more money to get new customers than retaining the existing ones. Statistics show that 80% of your future income will come from 20 % of your existing consumers. To get better results from your call center teams, you need to optimize your customer service strategy. Customer support as a service helps you boost your customer service strategy and increase the results of your call center team. There are 23% of the businesses that retain their customers and to maximize your profits your company should be one of them.
4. Growth and Revenue:
The growth of the company and revenue are directly proportional to customer experience. Customer support as a service helps in increasing the ratio of good customer experience and that will lead to the growth as well as the revenue of the company.
These days, your main concern should be to improve the customer’s experience. 84% of companies increase their revenue by focusing on the customers’ experience.
5. Customer experience Improvement:
From the below-given research, it is clear that a great customer experience matters a lot for the success of the business.
- Almost 41% of customers are ready to buy up to 20% more for an amazing customer experience. (Oracle)
- You may lose 62% of your consumers if you fail to handle the bad experience that they have faced with your call center agents. (Salesforce)
Final thoughts:
These are the reasons that compel a business to increase the customers’ experience by using customer support service. Through statistics and facts, we hope that you will understand the idea. For more tips and updates about customer support service, follow our blog.
