Transactional revenue is of course a wonderful thing, but so are upsells, repeat sales, and recurring revenue. High customer satisfaction, loyalty, and retention are crucial ingredients to long-term growth. And it goes without saying that any organization’s absolute best prospects are the ones which have already purchased from them.
There are a lot of challenges presented to organizations when it comes to supporting its customers. Many include the following:
- Customer satisfaction and retention
- Regulation and compliance relating to interactions with customers
- Skyrocketing customer service expenses
- Recognizing possible upsell opportunities
Having the tools in place to assist with these challenges is easy by implementing this tool in the webtouch selling suite.
Customer Satisfaction and Retention
The webtouch support application is used to deliver high-touch online support to your most valuable customers. The tool will be used by the members of the sales team who are dedicated to the support related issues. While the tool immediately shows itself to be invaluable to any technical support environment, its contents under the hood can greatly empower any customer service team which fields requests via phone and/or web. The abilities for a support group to take a website request and elevate it to an online chat, then to a direct phone call, then to a full-blown sharing session, are enhancing company’s support initiatives almost overnight. Although usually considered the “tail-end” application in a webtouch selling model, it can also be considered the “glue” that keeps your customers in tune with your webtouch selling model, and comfortable with your webtouch model!
Solving Regulation and Compliance Issues
Most organizations realize the importance of adhering to their customer’s needs in a timely and effective manner. Some organizations are bound by industry regulation, while others are bound by their own internal Service Level Agreements and Statements of Support. In addition to being an effective way of providing immediate support, the webtouch support tool allows the organization to “comply” through its ability to record and document the interactions. A Support Representative simply needs to record the meeting, add some notes, and file the recording away in the customer file. This simple, yet powerful process can save an organization significant amounts of time and money associated with handling customer complaints and/or industry audits.