Can Support Organizations Drive Profitable Growth?
Can your call center drive customer loyalty? Satmetrix research indicates the answer is yes — we’ve found a strong linkage between a company’s customer support scores and overall loyalty scores. Data shared in this paper indicates that transactional support experience—which is measured at the time of the support transaction—directly impacts long-term loyalty scores in the form of a customer’s “likelihood to recommend.”
The findings also reveal that the time lag between a poor support transaction experience and the impact on the overall customer experience is as little as three months, which makes it clear that timely action on the customer support experience can drive the overall value-add of the support function to the rest of the organization. The findings discussed in this paper conclude that support organizations can and are driving account growth, share of wallet, and company profitability.