Transform support from a cost center to a revenue generator without increasing costs.
With 80% of customers switching vendors in less than two years, even retaining customers is a difficult task.
But the real goal is to go beyond retention and increase customer adoption so you can grow the account, maximizing revenue per support spend.
Increasing customer adoption requires a high degree of support engagement—technical expertise and experience in solving difficult challenges; ongoing training; deep knowledge base, and an engaged user community.
Your Global Customer Support Strategy has to include 4 components to ensure high customer retention rates:
Advanced Technical
Support
L2, L3 and L4 support people are the very resources that are in high demand difficult to find and keep.
Deep Knowledge Base
Most of today’s tech users prefer to search and solve their problems.If you build a deep library of self-help solutions, your customers will go there first and quickly solve their own challenges, increasing satisfaction.
Self-supporting Community
Creating a community that can answer problems raised by members will increase customer satisfaction at a fraction of the cost of a tech support payroll.But building an effective community takes time and resources.
Effective Workforce Management
A big part of containing costs while improving customer satisfaction is efficiently allocating resources to match demand, while at the same time identifying and eliminating recurring causes of incidents. You know that, but you never have enough time to do that properly.
Transform support from a cost center to a revenue generator without increasing costs.
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Read more about the business of support through our experiences and learnings through our white papers and articles.
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