Sales/Growth4 Minute Read
Why Sales and Customer Service is the Ultimate Partnership for Fiscal Success
Customer Retention: Driving Sales and Maintaining Sales Base
It’s no secret that customer retention plays a pivotal role in the success of an organization’s sales efforts. Few tasks are as important to a contact center as keeping customers happy and convinced enough to stick around for the long haul – after all, happy customers yield higher revenue potential. To reap fruits from your operational investments, it is essential that you make sure your contact center sales teams are equipped with the tools and knowledge required to maximize customer retention and drive sustained growth.
If your business wants to continue attracting new customers – and retain the ones you currently have – then your sales and customer service (CS) teams must partner. A user-friendly customer experience results in higher customer satisfaction, and offering excellent customer service gives you a competitive advantage. 60% of customers stop doing business with a brand after one poor service experience. And, 67% of this churn is preventable if the customer’s problem is resolved during their first interaction.
What Happens When Sales and CS Work Together?
When your sales and customer service teams align, it allows for shared data and insights, firsthand customer feedback, and new opportunities to cross-sell or upsell products and services.
Benefits of Cross-Collaboration
Stellar customer service translates into new customers who are loyal to your brand. And your current customers stick around. This is invaluable to your business because it can increase the amount buyers spend on your products and services, resulting in higher revenue and long-term customer retention. An increase in customer retention of merely 5% can equate to an increase in profit of 25%. Another benefit of a Sales/CS alignment is immediate feedback. Those who manage or direct your customer service teams can share issues or positive interactions with the sales team, where together, they can work on solutions or find ways to improve on what’s been working well. The goal is always to keep those valuable customers from leaving and going to the competition. Working collaboratively allows for the most impactful and satisfactory customer experience.
When It Doesn’t Work How It Should
If your teams are at cross purposes, your customer experience will be out of sync. That’s a liability for your business. Effective communication and alignment on goals and objectives are crucial to ongoing success. One negative interaction has the potential to create the loss of current and future customers. If there’s one thing all companies understand too well, it’s how challenging it can be to keep loyal customers. Should your CS be lacking, it can derail conversions. If potential customers are already experiencing issues with your company (they have reached out and haven’t heard back, for example), then why would they think that would change once they make a purchase? A positive CS interaction may turn around how leads feel about your company. A good CRM helps, too. And finally, poor Sales/CS cooperation may impact your brand’s reputation. A company known for bad customer service loses not only customers and revenue, but also talented new hires or partnership opportunities.
Setting Your Teams Up for Success
The first objective should be to identify ways your Sales and CS teams can work together. It helps everyone if your CS team understands the sales process. Sharing best practices, potential issues, and positive feedback are invaluable when pursuing additional revenue sources. Next, think about how to reduce customer effort. It shouldn’t be hard to reach an empathetic agent, or to buy your products and services. And finally, once you have those valuable customers, strategize on how to nurture ongoing engagement effectively. Suppose your CS team turned around a negative customer experience into a positive one, and that buyer transforms into a brand advocate who spends more money. In that case, that’s a sales win without any further financial investment.
6 Ways Outsourcing Customer Care can Help with Customer Retention
When it comes to growing your customer base and increasing revenue, one of the most effective strategies is customer retention. Keeping customers happy with great service and experiences helps encourage loyalty and foster long-term relationships. But how can businesses ensure that their customers are satisfied? Customer service outsourcing can be a powerful way to help keep your current customers coming back for more. Here are 6 ways in which partnering with an experienced business process outsourcer (BPO) can help improve your customer retention efforts:
A customer service BPO can provide 24/7 customer support, which can help businesses to address customer queries, complaints, and issues promptly. This can lead to improved customer satisfaction, as customers feel more valued and supported by the business. This, in turn, can lead to increased customer loyalty and higher retention rates.
Outsourced contact centers typically have well-trained and experienced customer support agents who can handle a wide range of customer queries and issues effectively. These agents are also equipped with the latest customer support tools and technologies, such as chatbots, artificial intelligence, and automated response systems, to provide faster and more efficient support. This can help businesses to provide a better customer experience, leading to higher customer satisfaction and retention rates.
Improved Customer Engagement
Customer service BPOs can provide businesses with insights and analytics about customer behavior and preferences. This can help businesses to tailor their customer engagement strategies and communication channels to meet the needs and expectations of their customers. For example, if a business’s customers prefer to communicate via social media, a BPO can help the business to set up and manage social media customer support channels. This can lead to increased customer engagement, loyalty, and retention.
Personalization is critical to building strong customer relationships and improving customer retention rates. Outsourcing customer care can help businesses to gather and analyze customer data, such as past purchases, preferences, and behavior, to provide more personalized customer support services. For example, a BPO can use customer data to recommend products or services that are relevant to the customer’s needs and preferences. This can improve customer satisfaction and retention rates.
Better Management of Customer Feedback
Customer feedback and complaints are essential for businesses to understand customer needs and preferences and improve their products and services. However, managing customer feedback and complaints can be a time-consuming and resource-intensive process. A BPO can provide businesses with the resources and expertise to manage customer feedback and complaints more efficiently. BPOs can use advanced tools and technologies to track and analyze customer feedback and complaints, identify common issues, and provide insights to help businesses improve their products and services. This can lead to higher customer satisfaction and retention rates.
Provide Multilingual Support
In today’s globalized world, businesses are increasingly catering to customers from different regions and speaking different languages. Providing multilingual customer support services can be a significant challenge for businesses. A BPO can provide businesses with the resources and expertise to provide multilingual customer support services, enabling businesses to cater to a wider customer base. This can lead to increased customer satisfaction and retention rates.
A customer service BPO can play a significant role in helping businesses improve customer retention rates by providing cost-effective, high-quality customer support services. BPOs can help businesses to provide round-the-clock customer support, improve the quality of customer support services, personalize customer support services, manage customer feedback and complaints more efficiently, and provide multilingual customer support services. These services can help businesses to improve customer satisfaction, engagement, and loyalty, leading to higher customer retention rates and increased revenue
Talk to an expert now if you’d like to learn more about Working Solutions and their on-demand customer service solutions.
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Senior VP Business Development
Published on March 6, 2023
Published on March 6, 2023