Today, Lauren Bahorich, Venture Partner with GST shares with us how she and the GST team advise Growing B2B SaaS Companies on the manifold ways to increase revenue.
Why did GST include a post on support ticket systems in its Increasing Revenue series? Because how your company responds to support needs is a key component of customer satisfaction. In fact, the quick and effective resolution of support needs is vital to customer satisfaction.
A survey conducted by Dimensional Research and Zendesk found that 66% of B2B customers stopped buying a product after a negative customer service interaction, while 62% of B2B customers bought more after a positive customer service interaction. To reiterate, a customer had a support need (a potentially negative experience) and expanded their account in response simply because the company responded effectively. Interestingly, timeliness of response had the biggest impact on customer satisfaction; 69% of customers pointed to a quick resolution of their problem to justify their good customer service experience. On the other hand, 72% of customers attributed having to explain their problem to multiple people as the cause of their negative customer service experience.
We point out these numbers to underline how important it is to have a process for responding to and resolving support requests in a timely manner. The success of your support ticket system has a significant impact on your revenue. If you would like help improving and streamlining your support system, GST can help.
As always, we love hearing from you as to what you're experiencing as you drive growth for your company; please reach out below.