Are You Taking a Data-driven Approach to Managing Customer Support?

There’s no way around it – in the modern business world, companies need data from all areas of their business to keep up. One industry that hasn’t typically been at the forefront of the data revolution is customer support. However, with many businesses now realizing that support isn’t always a cost center (and can sometimes even pay for itself) the demand for actionable data has been on the rise.

All Posts

4 Strategies on How to Reduce Customer Churn

Reducing customer churn (aka lost customers) is a top priority for companies operating in the business-to-business (B2B) space, especially because this metric has a direct impact on profits. According to Econsultancy's 2014 "Cross-Channel Marketing" report, 82 percent of companies agree that retention is cheaper than acquisition.

Despite the tremendous value enterprise leaders place on retention, the report also found the majority of marketers spend more of their time on acquisition. However, this approach is quite flawed. Instead, businesses should view the process as a three-pronged approach that depends on marketing, customer support and sales working together to drive long-term success. By focusing on the customer experience after a client has moved through the sales funnel, enterprises can reduce customer churn.

Here are four key strategies on how to reduce customer churn and improve customer retention:

1. Effective onboarding
The first step toward reducing churn is to align with client expectations during the onboarding process and ensure customers are fully aware of their solution's capabilities as well as their options for support and solutions. Typically, onboarding processes focus heavily on training and development, but business leaders should also take this time to understand the customer's goals and communicate steps to achieve those objectives, including best practices. By offering an exceptional customer experience from the start, companies can promote longevity in their business relationships. For SaaS companies, onboarding is even more essential.

"Companies foster reactive customer experiences by waiting for a client to contact their support team."

2. Proactive communication
Far too often, companies foster reactive customer experiences by waiting for a client to contact their support team before beginning a conversation. Instead, businesses should implement proactive strategies to reach out to customers and anticipate their needs. Take the time to analyze how a customer is using the product as well as their relationship with customer support. Reach out to clients regularly to give them tips and pointers on how to use software more effectively, and start conversations with customers who aren't using the tool as often as expected. Finally, implement an effective communication strategy for new features and updates.

3. Actionable research
Research is a crucial part of customer retention that can help reduce turnover dramatically. With the right online support software, businesses have access to valuable information about where customer relationships faltered and patterns that lead to attrition. For example, if multiple clients contacted customer support about a capability, a tool, or feature the product didn't offer, businesses can use this insight to improve their offering and maintain lasting relationships. Moreover, companies should conduct research to determine the strong points of their customer experiences that lead to retention.

Google Logo
Businesses should place more emphasis on retention after acquiring new customers.

4. Exemplary support
Lastly, top-notch customer service is essential to creating positive experiences that drive long-term relationships with clients. As research from Accenture revealed, 53 percent of U.S. consumers switched providers due to poor service in at least one industry, and 80 percent of this turnover could be avoided through better resolution. Companies that leverage advanced B2B customer service software are in a better position to give clients the resolutions they need quickly. Through a collaborative, interactive approach that gives customers access to multiple channels to receive support, businesses can reduce customer churn and provide exemplary customer service.

For more tips and tricks, download our white paper on Customer Service as a Growth Strategy

Get the White Paper

 

Tiered-Support-is-Dead-WPthumb

Free Whitepaper: Tiered Support is Dead

Learn why so many businesses have shifted away from tiered support to a data-driven collaborative customer support model.

Click Here to Download Instantly
Related Posts

Are You Taking a Data-driven Approach to Managing Customer Support?

There’s no way around it – in the modern business world, companies need data from all areas of their business to keep up. One industry that hasn’t typ...

Read more

The Blueprint to Scale Your Customer Support Operations

Seeing a business grow in front of your eyes is exciting. You’ve got a product or service people love, and you’re getting new customers all the time. ...

Read more

Multi-Channel Support Options B2B Companies Should Offer

B2B (business-to-business) customers are becoming more demanding. After experiencing some of the more modern support methods in their everyday B2C (bu...

Read more

Why Efficient Customer Service is Valuable to B2B Companies

Please hold. There are 12 callers ahead of you. Your business is important to us. This scenario is still far too common in customer support, even in t...

Read more