Your MSP business will have plenty of opportunities to directly interact with existing and potential clients for the purpose of selling products or services. However, there are also incidental interactions likely to result in sales that you would be ill-advised to avoid optimizing. Customer service is chief among such categories. Following are three reasons customer service represents an essential component of selling strategy:
- Sub-par customer service negatively impacts sales
- Exceptional customer service is organically effective marketing
- Sales efforts are positively buffered through exceptional customer care
Sub-Par Customer Service Negatively Impacts Sales
Your MSP business will be negatively impacted by customer service representatives who don’t treat clients well. You’re going to have problem customers, too–the customer service staff needs to understand this. Hire the right people, pay them well, and encourage them to organically upsell those with whom they interact if such an opportunity organically arises. Incentives can be a great way to do this. But don’t push them into pushing customers–that’s bad.
Exceptional Customer Service is Effective Marketing
When an existing or prospective client has a great experience with your customer service staff, they’re likely to communicate this experience with friends and colleagues. This is organically positive marketing for your company that you acquire at no additional charge.
Sales Efforts are Positively Buffered Through Exceptional Customer Care
When customer care is good, then clients can be circulated to sales divisions as necessary. Additionally, they’re more prepared to convert to your products or services. It’s an upward spiral that positively feeds into itself. But for greatest effectiveness, you’ll need to give customer service reps some level of flexibility. Also, you’ll need to ensure they’re both fully enabled and properly informed regarding what services and products your MSP provides.
Good Customer Service Sells
An MSP business that carefully enables its customer service department for best performance is likely to see a marked increase in conversion statistics over time. If you haven’t reviewed your existing customer care department, it may make sense to conduct quality control audits for optimization.