For the vast majority of businesses around the world, customer support is considered a cost center. Businesses accept this because they recognize that to achieve long-term success, it’s crucial to be responsive and keep customers satisfied wherever possible.
While it’s always crucial for every business to be responsive, keep customers reasonably happy and ensure customer success, customer support costs money.
But does it have to?
Our client viewed every contact with their customers as an opportunity, not only to create a positive experience that would help retain customers, but also to introduce them to other relevant products and solutions. When they were looking for ways to improve their Average Revenue Per Subscriber (ARPS), they decided to take advantage of the thousands of daily chats they already had with their customers. The challenge was finding ways to monetize those existing touch points — and doing so in a way that kept customers highly satisfied.