Ever called your credit card company for help and been annoyed by the sales pitch for identity theft protection or zero percent APR for a limited time that inevitably comes your way? Yeah, me too.
But there’s a very important lesson to be learned from this corporate practice, and it’s applicable to even the smallest of businesses: Your support desk serves a customer service function, which means it also has the potential to serve a sales function. Considering the only time your organization may ever get to speak to clients is when they’re having difficulties, if you don’t take advantage of this situation, you’re missing out on some serious sales opportunities.
“If we do that, though, we’ll just annoy customers the way those credit card companies annoy us,” you might think. That might be true to a certain degree. Here’s the difference between you and the credit card companies, though: Unlike offering the same lame, commoditized products to everyone, you’ll be offering custom-tailored solutions to your clients — ones they actually need.
How will you do it? By using your data.
Every call coming through your help desk adds extremely precious information to your database. As his service provider, you know exactly why Jack called and what his IT issues are. As her service provider, you know exactly where Diane is struggling and how to fix it. Each time they call, your clients hand-deliver their exact wish list of solutions to you. They’re even including a pretty little bow on top.
Respond by having your help desk and sales teams interact with each other, formulating a strategic plan to turn every service call into a sales opportunity. Respond by having all your data not only readily available when that phone rings but already transformed into business intelligence pairing each customer’s particular pain points with the solutions you could offer them that very second. Better yet, respond not just by being reactive and offering help only when your customers call you but by being proactive as well, using your data to create proposals that give you reasons to reach out to them.
Through this type of business intelligence, your organization will swiftly and effortlessly surpass mere service desk status and achieve the rank of well-oiled sales machine.
Bring Your Data to LifeNeed help turning your service desk data into actionable sales data? Our Customer Success team is happy to help your organization tap into your data, turn it into real-time metrics and KPIs, and securely share it with everyone in your organization who needs it. Reach out to us today and find out more about the promise BI holds for you. Our Website is always monitored by BI Experts. We are here to help.