SaaS Case Study: How Sales Customer Support Help in Your Sales Initiatives

As a SaaS business owner, you know it is difficult to compete with other companies.

If you want your brand to stand out, it’s important that the customer journey from acquisition to retention be seamless.

Customer support and sales teams need to be trained and in sync with the sales team. When they are, it can make for an efficient funnel that is well-coordinated.

This guide will cover how you can involve the customer support team in your sales process. We’ll also go over some of the benefits to having both teams on board.


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Benefits of involving your sales customer support and sales team

Your customer service and sales teams work together to help your business create a more accurate buyer persona. Your customer support team can also identify weaknesses in the company’s products that need fixing.

One way to get more sales is by involving your customer service team in the process. Here are three ways that it can help: 1) It provides a better experience for customers, 2) It generates revenue and profit because of increased trust with the company, 3) The teams work together on marketing.

1. Identify and fix common pain points

The customer support team is the first point of contact for customers after they’ve made a purchase. It’s important that consumers feel comfortable talking to them, otherwise it can become a problem.

The customer support team can help identify strengths and problems, which will make it easier for the salesperson to pitch more effectively. It also helps them convert leads into customers.

2. Reduce churn

A customer is more likely to stay with you if they have a better experience. A good way of doing this would be by involving your customer support team in the sales process, as it means that customers are less likely to churn for any reason.

The consistency of the customer support team helps reduce churn because if they are able to meet expectations, it will show that you get what you pay for. But this is only possible when both teams work together and have agreed on their roles.

3. Opportunity to upsell and cross-sell

Even after we close a deal with clients, there is always an opportunity to offer them more products and services.

Customer service teams are excellent for upselling and cross-selling because they have more time with customers after the sale, which gives them a better idea of what other products might be needed.

4 ways your customer support team can help your sales campaigns

Sales and customer service should work together to create a better experience for the client.

One way that sales and customer support can work together is by sharing insights into common issues. This will increase the number of customers who are satisfied, which in turn leads to more sales.

1. Generate referrals

Customer support teams can generate sales by referring their clients to other products and services. They are in touch with the client more often, so they may be able to identify relationships that lead into referral-based purchases.

Referrals are one of the best ways to acquire new customers, so it’s important for businesses to turn their current customer base into advocates.

It’s important to put a system in place that will encourage referrals. The best way is by targeting customers who are most likely to refer you.

  • You can measure how engaged they are by counting the number of times they use your product or service.
  • Having a strong online presence can help to get your company out there and make it more accessible for people.
  • They work with clients who have their own client base or are agencies that represent other companies.

One way to find potential referrals is by monitoring customer usage and segmenting them based on their category.

Your customer support team can help your sales and marketing teams by sharing any information they hear about potential new customers.

Referrals are a great way to tap into the potential of your customer support team. Your customers trust their friends and family, so it’s an excellent method for them to complement sales.

2. Prevent churn and highlight positive customer experiences

Sharing customer data gathered from call support with the sales team has two benefits: first, it helps to improve marketing and advertising strategies. Second, it can help provide better service for customers.

Companies with churn, or people who cancel their subscriptions after a certain period of time, can use this as an opportunity to reduce the risk and keep them from canceling.

With customer service, agents can respond to customers when they notice warning signs. For example, low engagement is a sign that the person might stop using your product soon.

A policy that helps you identify customers before they churn is an active account management strategy. It can help with identifying those who are likely to leave and giving them more attention.

It’s important to communicate with customer service and sales. If you can get them on the same page, your average order value will increase.

Second, testimonials and reviews are good pieces of content to include in the sales prospecting process. These help you gain credibility for your brand.

Source: Chow Now

 

One example of this is Chow Now, which displays testimonials on a separate tab on its website. The testimonial helps potential clients see the impact of Chow Now’s service for industry peers.

3. Identify client demands through feedback

The customer service department is a data collection center. They can use the feedback to better position their services and products, as well as provide market intelligence to sales teams.

Customer support is a great resource for salespeople. If there are any questions that can potentially be deal-breakers, they will tell the customer service staff right away and it helps them address this issue at the start of their funnel.

Feedback from the sales team can help a company identify new industry trends and customer demands. For SaaS companies that are looking to solve specific needs of an industry, this is crucial. They need to reposition their sales pitch or improve the product according to those needs.

It’s better if companies know what customers want before they start product development so you don’t hear “I would have signed with you, but unfortunately” at the top of your customer funnel. You can get feedback from current users.

Feedback between the customer support team and salespeople is important because it helps them both work towards a common goal: bettering the client’s experience.

4. Train customer support reps in the sales process

The sales team should keep the service team in the loop on any potential issues that may arise with a client. This way, if there’s an issue like pricing being too high for example, customer support is prepared to help them.

Training customer support teams in the sales process helps when dealing with challenging clients. This should be standard practice but is especially important for key clients.

The service team is introduced to the sales process and this encourages them to work hard, which improves customer retention levels.

Customer support reps are also good at upselling, especially when the customer is asking for features that they don’t have. For example, if a SaaS customer calls in and asks about an upgrade to their subscription but doesn’t currently offer it, then there’s no better time than now.

When customer service representatives are trained, they can sell product upgrades or add-ons which will keep the customers on the line and help generate new revenue for your company.

Wrapping up

Collaborating with the customer service team is a great way to upsell and cross-sell existing clients. It also makes for an excellent brand experience, which will lower churn rates.

Sales and customer support teams should work together to generate additional leads. They can help one another by sharing information about the expectations of customers, as well as what they expect from each other.


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  • Need Help Automating Your Sales Prospecting Process?

    LeadFuze gives you all the data you need to find ideal leads, including full contact information.

    Go through a variety of filters to zero in on the leads you want to reach. This is crazy specific, but you could find all the people that match the following:Ā 

    • A company in the Financial Services or Banking industry
    • Who have more than 10 employees
    • That spend money on Adwords
    • Who use Hubspot
    • Who currently have job openings for marketing help
    • With the role of HR Manager
    • That has only been in this role for less than 1 year
    Just to give you an idea. šŸ˜€
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Justin McGill
About Author: Justin McGill
Justin McGill is the Founder of LeadFuze - a lead generation platform that discovers new leads for you automatically. Get 25 leads free.