Tech support staff have the unique opportunity to promote product or service upsells during their customer interactions. From a customer's perspective, hearing the upgrade benefits from a technology specialist can often carry more influence than from a sales associate. To the same degree, customers are more likely to engage with a tech support specialist when their initial question or problem is resolved, giving your team a segue into discussing upgrade opportunities. In one case, a global electronics manufacturer aimed to improve service proficiency and increase revenue by identifying monetization opportunities in current call queues. This resulted in improved client satisfaction and revenue of more than $250,000 per month.
Another consumer electronics company experienced similar results, creating a solid revenue stream in just three months. Agents achieved a 96 percent customer satisfaction rating while increasing upsell conversion rates by 25 percent. This strategy not only delivers net profit to the company's bottom line, but also results in increased customer satisfaction.
For many device and software vendors, tech support is an ongoing challenge. Even the best-designed consumer electronics and apps require occasional assistance – or just simply break down – leaving customers frustrated and anxious for a solution. Unfortunately, the cost of maintaining a tech support staff is expensive, and each call comes at the expense of profitability.
If your business is faced with these challenges, it's time to re-invent your tech support business unit. Seventy-four percent of companies don't have a well-developed customer experience strategy, which presents an opportunity to gain a competitive advantage by moving to a better model. In this slideshow, global customer care provider Sitel reveals five strategies for transforming your tech support offering to not only enhance customer satisfaction, but also increase ROI.