So, you’re running an online business. Since your website allows customers to purchase your products and services online, almost all of your customer interactions come in digitally. That means that your customers can get what they need through self-service options, and your business doesn’t provide phone support. And that’s a good thing…right?
Well, yes and no. Today, many Software as a Service (SaaS) companies do everything they can to avoid providing customer support over the phone. Just think about some of the most well-known SaaS companies like Facebook and Google. They don’t advertise a phone number for customers to call; and if phone support is available, it’s not always easy to find.
Despite this trend, phone support is still an essential piece of a strong customer support strategy. In addition, phone support is an excellent way to improve your marketing and sales efforts.
In this post, we discuss a few of the reasons why it is important for online businesses to embrace the phone and provide phone support for both customers and prospects.
Build Trust with Prospects
One of the most important elements of a successful SaaS marketing strategy is building trust with your prospects. And while proof points like client testimonials and case studies can help establish your business’s solid reputation, they aren’t a replacement for a helpful customer service representative.
Prospects need to know that your business will be there for them if they need help with your product or service. By cutting phone support out of your customer support strategy, you are also deterring potential leads.
Prevent Churn and Customer Attrition
Churn: it’s the dreaded customer support metric that keeps online businesses up at night. And when your clients don’t have a way to speak to a live person at your business, it is more likely to occur.
You may be like many SaaS companies that offer online chat or email support. But, the phone is still the best means of building a relationship with your customers. If you don’t offer customers the option of contacting you by phone, you are missing out on the opportunity to retain customers that are essential to your business’s success.
Meet Customers Where They Are
In today’s hyper-digital world, it is easy to buy into the idea that all customers want to do business online. And according to Forrester, 73% of customers are happy with good online customer service.
But what about the other 27% of customers who prefer to pick up the phone and call? SaaS companies that don’t provide phone support are ignoring a significant portion of prospects and customers. In doing so, they miss out on new potential revenue, and lose recurring revenue from existing customers.
Create New Revenue Streams
Let’s say that the vast majority of your customers belong to the 73% of those that are happy with superior online customer service. With this in mind, you don’t feel that a phone-based customer support department is worth the investment.
But, what if you were able to monetize phone support and provide your online business with additional revenue? Many SaaS companies take this route. Instead of providing free phone support to all customers, they charge an additional fee for premium customer support. In doing so, they are also able to increase customer satisfaction for valuable clients that require on-call support.
Leveraging Phone Support for SaaS Success
Looking for more information on how to provide superior customer support as an online business? Explore these related articles. Or, talk to an AVOXI VoIP specialist today.