DRIVE AND LISTEN HOW TO

This data fuels personalized interactions at every touchpoint – whether that’s through personalized answers from chatbots, by preemptively answering questions with proactive messages, or via live chat with a support rep. So, with the expiry of third-party cookies on the horizon, businesses should make collecting, analyzing and acting on first-party data a priority.Ĭhatbots can help your support team automatically gather rich information about each customer – like which plan they’re on, what company they work for, and whether they’ve been in touch before with a similar issue.

DRIVE AND LISTEN HOW TO

How to drive retention from customer support Let customer data drive your effortsĨ0% of consumers are more likely to do business with a company that offers personalized experiences. So, with a great support strategy you can reduce churn, improve customer lifetime value, and overall boost your bottom line.īut what makes a support experience worthy of loyalty? Here are four areas where you can supercharge your strategy. In fact, 93% of customers are more likely to remain loyal to companies with excellent support. Your support experience is an opportunity to delight your customers – by better educating them and resolving their issues, you can improve the relationship they have with your brand. “93% of customers are more likely to remain loyal to companies with excellent support” 24/7, accessible, and instant in-product support is now the standard customers expect – and if your current customer service doesn’t embody that, you risk losing your customers to a competitor that does. Support plays a critical role in customer retention, with 32% of consumers citing bad customer service as the main reason they discontinued business with a brand.

While a 1% increase in acquisition might boost your bottom line by about 3%, a 1% decrease in churn can boost it by 7%! But what role does customer support play in this effort to retain customers? It’s more significant than you might think… Why great customer support is the key to customer retention Shifting focus to customer retention can actually be twice as powerful as customer acquisition. That’s why companies should look to support – and retain – the customers they have. With increasing business costs and reduced headcount, companies are feeling the squeeze as they also grapple with rising consumer expectations. Customer retention has never been more critical to business success than it is today.

Drive and listen