How to build an effective support team?

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Some advocates claim that it will give your business one extra thing, but what is it? More sales? Whether you are an e-commerce store, a SaaS business, or any other organization, I believe your main goal is to make more sales than anything else. But sales don’t grow on trees, you have to create the right environment for it. Sales are a direct result of efficient marketing and a good reputation (i.e. trust). We have several articles on efficient marketing here. But in this article, we will focus on creating and building a support team that is effective and benefits your organization. Without further ado, let’s get to it.

Why is effective customer support important?
Some advocates claim that customer support is not a high priority - that it's relatively important, but not an area that causes stress. That's a huge mistake, and one of the biggest problems any business can make. Don't believe me? Check out the chart below:


In the UK, more than nine out of ten people have left a company for a competitor due to poor customer support. This means waiting endlessly for a response, a disappointing experience, or no help at all. It's belgium telegram database almost impossible to maintain a completely perfect track record, so your business could definitely end up on the poor side of this chart, but at the same time, you should strive to make small gains in your customer service. This can help reduce customer churn (loss) and potentially save you money at the same time.


Here's another reason why you shouldn't let your customers treat you poorly. Imagine this. Let's say your customer support has a 75% satisfaction rate (not great, but decent). Every day, 100 new tickets or chats are opened. This means that every day, 25 people are not satisfied with your service. Of those 25, 13 will never use your service or buy from you. Multiply that by the number of days in a month, and you'll lose nearly 400 customers every month. By improving your customer support by just 5%, you can retain 70 customers or reduce churn by a total of nearly 20%. That's an impressive result.