Technical and Product Support
Once you have acquired and on boarded a customer, providing outstanding and ongoing technical and product support is an important capability to keep customers and create additional sales opportunities. Most customers are aware that things can go wrong with products or services. What they will not accept are disinterested or impolite representatives who are not empathetic or dedicated to resolving their issues. Poor technical and product support decreases retention.
Even when a problem is resolved, customers remember the experience. During ongoing technical support and product support, customers are at a stage in the lifecycle where they can feel trapped in the relationship with a company. Typically, they are existing customers that may have purchased many products or services with a company, which makes it difficult for them to end an unhappy customer relationship. However, when the opportunity arises for upgrading or adding services, customers will not generally deepen a relationship with a company that treats them poorly or unprofessionally.
That is why at StarTek, we consider technical support and product support an investment in customer relationships. We first treat customers well and then are dedicated to resolving their issues. Many believe that you cannot up-sell or cross-sell on technical support and product support calls, but we are able to do so because we achieve a strong resolution rate and high customer satisfaction. We are also dedicated to improving processes and efficiencies to reduce costs. Finally, we provide insights into customer concerns and attitudes to our clients. This information helps our clients proactively address customer issues, reducing the incidence of technical support and product support calls and lowering costs.
