OTRS : 3 Ways Investing in Customer Service Increases Sales

In some companies, customer service is sometimes directly linked to sales key performance index to conversion. There are similarities between the two functions for the necessary skills - listening and persuasion.

1. Use Word of mouth to be the 'organic' sales driver
From the above use case, the customer had a good experience with customer service while making a purchase. In the future, it can assume with a high degree of certainty that the said customer will tell others about their positive experience and recommend the purchased product. Part of the equation is the power of recommendations.

2. Encourage engagement, and it influences customer loyalty
Customer loyalty and the customer journey goes beyond making a purchase. Today, customers can connect with a company through multiple online and offline channels. Communicate on your customer's preferred channel, be it phone, email, chat, social media or other new channels.
From a recent report from Microsoft survey, 96% of customers answered that they decide the choice of loyalty of a brand based on customer service experience.
Hence, being contacted directly by the brand ambassador / customer service team gives the brand an upper hand, and extending fast, helpful, polite customer support won half the battle! Sharing of new rewards, events, exclusive advance information about your new products are just a few of many other ideas to engage with your customers.

3. Identify any cross-selling / up-selling potential
After a successful purchase, the sales process has ended and is now in the hands of the customer support team. Not every contact with customer service will have cross-selling potential. When such moments arise at the support level, new packages, upgrades, complementing products, or warranty purchases (i.e Apple Care) can bring more sales opportunities.

From a C-Level, the statistics from The Economist stated 58% voted on the correlation of CEO who is customer-service focused made their company more profitable.

Funneling in, customer service representatives require excellent social skills such as politeness, helpfulness, eloquence and subsequent training to support the company's sales. Without a doubt, success in customer service requires work, including setting an excellent organizing structure, team support, and tools for customer communications.

A crucial point to note: placing a person on the job without the right tool, training, mindset, and support - will only be counterproductive to the goal of increasing sales through customer service. How are you preparing your customer service team and customer journey for your current customers?

Explore: Customer service solution from OTRS help companies record, track, manage all incoming requests via email, phone, chat, etc. A customer management module is also available.

If you're interested in learning more about a modern and collaborative customer service solutions, contact our experts today.