How Business Growth Depends On Customer Support In The Post-Covid Era
The COVID-19 pandemic has shifted and up-levelled the dynamics of customer support for every business. This shift has created the need for contextual customer support which not only sounds empathetic but also provides value to the customer.
Here in this article, we have tried to pinpoint why customer support is important and how the marketing department can leverage customer support to increase business revenue.
How Customer Support Can Help Businesses
1: To Establish Streamlined Communications
Nothing drives the customers away, other than the poor customer service. For instant consider you are an eCommerce business forced to shift online because of the pandemic. Now imagine customers landed at your store and dropped a question, to you and to your competitor, inquiring about the price or product specification. And, you failed to respond within a day, while others answered the query immediately. No matter how cheap your service is, the customer will prefer another seller over you. Similarly, in research conducted by HubSpot, it was found that 90% of the customers need immediate support. And, 72% characterize the “immediate” as the “response within 30 minutes.” This means active customer support leads to increase revenue and simultaneously results in conversion.
2. To Provide Value-Based Quick Solutions Using Cognitive Technology
Since the start of lockdown, the need for instant response to customer queries has doubled, because the customer is in a rush. If a business failed to provide value and quick response, then the customer will jump to another business providing either a similar or better service. To tackle such a situation, integrating customer support into your business has become an essential part of a marketing strategy that is aimed to acquire customers by providing value. The more the customer feels valued the more he or she will tend to buy. For this very reason, CRM is proven to be efficient as it can integrate with customer support applications and business can automate not only their business process but also the customer support.
To provide quick response, 24/7 and 365 days, the businesses are utilizing AI Chabot. Among many, nothing can beat HubSpot CRM. It is specially designed to support the marketing department by providing innovative and advanced tools. Moreover, It can integrate with customer support applications, such as FreshWork and Zendesk, etc. The AI-powered chatbots are programmed to provide instant customer support and answer context-based queries for a better customer experience.
3. To Empower User-Friendly One-Window Customer Concerns Management
One of the significant prerequisites of quality customer support is providing a self-service platform to the customer. The aim behind this is to offer customers a platform where they can interact with the business and feel valued. On the platform, the customer can monitor and track the progress of their order, view invoice and payment record. Along with this, it also helps businesses in the automation of customer support and business process. This results in invoice generation automation, schedule reminder, and demographic-based content distribution which decreases the churn rate.
HubSpot CRM to Leverage Reliable Customer Support
HubSpot is recognized by marketing professionals as one of the best CRM that contain all essential tools to nudge the marketing strategy of a business. Image the power of HubSpot, when it is integrated with customer support application. The combination of these two allows the marketing department to devise a strategy based on customer insights. Moreover, the marketing department can devise context-based content to provide value to the customer, in addition to a timely response.
Concluding Remarks….
Life after the pandemic sure seems relaxing, but for the business, it possesses many challenges. One of the grave challenges is to retain the customer. Unlike pre-pandemic, customer support is the deciding element for the success of the business.
Techloyce is a team of expert customer support and other business process management consultants to provide expert consultancy, customized customer support application implementation and integration solutions, and support. Get highly optimized and personalized integration of HubSpot, SugarCRM, Zoho, Odoo, and other CRMs and ERPs with customer support applications such as Freshdesk, Salesforce, and Zendesk, we can accelerate your business growth with excellent customer service and support management, rapidly.
