Customer service is revenue generation

Most organizations look at customer service as cost center.

Most of the time you call the client services or customer services lines and there is a hold up or wait time. Very rarely you can get the right person to help you right away without being on the hold or calling them multiple times.

Problem is this approach is wrong.

Customer service is your profit center. This is where organizations miss out on a tremendous opportunity. They tend to lower the cost and look at customer service as an expense.

Customer service touch points are one of the best opportunities for organizations to turn that client into longterm repeat customer and referral source. Because when a client calls for a problem or an issue, organizations have uninterrupted attention of that customer and they can turn this customer into a company advocate. But mostly organizations see these customers as problem makers or high maintenance.

Your customer service is one of the best marketing tools. 93% of the people trust recommendations from people they know. Also we know that in this world of automation and industrialization, people love to tell stories whenever organization goes above and beyond to solve problems.

It's proven that it costs you more to convert a new customer than to sell, upsell and resell to existing clients.

So the money, time, energy and resources you spend on customer service actually increases your profits. But most organizations see it otherwise.

Here is a case study of Godaddy where they in-fact increased revenue for every customer service representative they added. For the call center to start driving real revenue, instead of simply being a cost of doing business, customer service specialists need to strike a balance between creating a great customer experience and being on the lookout for soft-sell revenue generating opportunities.

So is your customer service team is an expense or revenue generating machine?