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The on demand service industry is facing massive growth these days as people show keen interest in making use of a reliable on demand service platform to get their services done quickly and easily. So, undoubtedly, the on demand service industry is definitely a booming sector and will continue to prosper in the upcoming years too. But, if you are an ambitious entrepreneur striving to set a strong footprint in this flourishing industry, then it is not just enough to build a typical on demand service platform with common functionalities that are generally available in other on demand service apps.
If you’re in the SaaS business, it’s natural for you to worry about customer churn. Churn is what gives your customer success team fever chills, hurts your recurring revenue numbers, and anything beyond 5% will rock your company’s foundation. But, can we leverage conversation intelligence to identify potential customer churn signals so that we improve our customer retention efforts? The short answer is yes, here are certain key aspects: 1. Your qualification criteria during sales discovery 2. On top of overseeing product adoption, during your customer success check-in conversations --> Are you paying attention to the mention of few keywords like -- in house initiative, leadership change, change of direction? 3. Have you democratized the account conversations into topical playlists? 4. Do you have specific templates for understanding Voice of the Customer from each function's standpoint? I've put together the entire process these step-by-step in a blog post.
Your 2021 customer service strategy should look like this: Quick response times to customer inquiries Ease-of-reachability throughout various channels Leveraging digital software Having real people taking care of real people Having an omnichannel support system in place Keeping track of how customers feel about your business at any given time By having a customer-first approach, and really caring about your customer, your business will see tremendous growth and opportunity for the following years to come.
Customer service is a powerful marketing lever that aids in both customer retention and customer activation, as well as acquisition and viral growth through satisfied customers telling others about your business. Here are the best articles on how to use customer service to grow your business, including articles on what customer success is and how it fits into your marketing and growth efforts.