How Can Effective Customer Support Grow Your Business?

How Can Effective Customer Support Grow Your Business?

Customer support is often thought of as a mundane or tedious process. The media portrayal of customer support professionals often shows repetitive interactions with customers asking the same question over and over again. But customer service professionals know that this image couldn’t be further from the truth.

Customer support in 2021 is more than just answering tickets or phone calls, or interacting with customer requests via email. Social media, analytics and data science tech, and rapidly advancing technology have transformed modern customer support into a science - a science that can have measurable impacts on the bottom line of your business. In fact, here are a few impressive statistics that hammer home how essential good customer support services are for business growth and development:

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• Research shows that customer acquisition can cost anywhere from 5 to 25x the cost of spending on customer retention - quality outsourced customer service can help you focus on retention instead of chasing more expensive leads.

• When an external client partnered with Canon ITS for outsourcing a suite of customer service solutions, the company returns rate dropped 25% over the past two years thanks to the company integrated customer analytics data Canon ITS provided.

• Outsourcing customer experience processes is more common than you might think - over 50% of all companies use some form of third-party customer support service to help connect with customers and meet their unique needs.

• Live customer support has the highest satisfaction rate, with 69% of customers saying that their questions are fully addressed over the phone. (Forrester)

• 26% of consumers have experienced being transferred from agent to agent without any resolution of their problem. (American Express)

• 55% of customers would pay extra to guarantee better service. (Defaqto)

• Research from GoGlobe shows that 60% of customers who reach out with a service request on social media expect a response within an hour.

• Gartner finds that if you don't respond to comments on social media, it can lead to a 15% increase in churn rate.

• The benefits of effective social media customer service flows are clear - according to Convince and Convert, answering a social media comment or complaint can increase customer advocacy by 25% or more.

This is just the tip of the iceberg - new research consistently shows the influence of quality customer support services in the success of major businesses. Canon ITS knows this - our award-winning customer support staff has seen how conscientious and responsive customer service has helped build brand loyalty for Canon for years.

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Often, business owners won’t disagree that good customer support staff are essential. However, it’s tough (and in many cases, logistically impossible) for many small or medium-sized businesses to hire, train, and manage a top-notch customer support call center. In fact, industry-leading customer support solutions often cost well over a million dollars, in terms of the infrastructure and human resources needed to fully staff them.

Because of this, many business owners have been choosing to outsource customer support services over the past decade. While this may seem like entrusting a critical element of your business to someone you didn’t hire yourself, the truth is that customer support outsourcing experts like Canon ITS can bring the latest in industry tech, innovations, and learnings to bear for your business.

Not only that, here are some of the other benefits Canon ITS offers clients:

• Extension of your business - unlike the misconception of outsourcing firms, Canon ITS learns your business inside and out, so that trained customer service staff will accurately and faithfully represent your brand and treat your customers just as you would.

• Industry-leading customer support staff - hiring your own customer staff is time-consuming and risky, especially if you are starting from scratch. Canon ITS can provide experienced and knowledgeable customer support staff who have represented a variety of businesses, and who have been evaluated and trained to ensure quality interactions with every customer.>

• Incorporating data and industry innovations - if you aren’t up on the latest in customer service trends because you’ve been managing your business, no problem! Canon ITS constantly incorporates the latest best practices and industry techniques, and can bring data science and analytics to help you better understand how your customer support is working, and where there’s room for growth and adaptation.

• Social media customer support - a rapidly growing avenue of customer support services are the various social media platforms where businesses interact with customers. Canon ITS can help you manage your social media customer service and implement best practices to help customers feel heard and connected.

• Technical support - from product queries to navigating bugs and errors, trained customer service staff can ensure customer issues are handled quickly and efficiently, which can increase customer retention and help you maintain your loyal customers as valuable brand representatives.

Learn more about the various customer support services Canon ITS offers here or contact us to get started partnering with Canon ITS today!