There are several reasons why you should align your sales and service teams, including:
- Provide a seamless experience for your customers. If customers ask the same questions over and over again, they’re wasting their time (and so is your sales and customer service team). Aligning sales and service means creating a seamless customer experience, which is key to customer satisfaction. A good way to do this is to make sure there’s a consistent message across all teams in the organization.
- It’s easier (and cheaper) to sell to existing customers than to find new ones. According to Harvard Business Review, it costs 5 to 25 times more money to acquire a new customer than to retain an existing one. Customers who are satisfied with your product or service are more likely to buy from you again and recommend you to others.
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Customer service teams are under pressure and ill-equipped
It’s a familiar situation: Agents in your customer service organization are under pressure to meet KPIs and put out fires. They increasingly hear from customers who are not considered when developing the product (“Are you ever going to fix that?”). And they often don’t know the answer themselves. Not only does this create anger in your own organization, but your agents also feel quite powerless in their daily work.
The cost of continued failure
But let’s go back to that angry customer for a moment. What does an angry customer do? They share their bad experience online. In fact, 67% of consumers czech republic telemarketing list say that negative online reviews make them less likely to use a business. And 88% check online reviews before making purchasing decisions at least sometimes, so a few negative reviews can have a huge impact on your company. This problem will only get worse in the coming years, as 75% of consumers expect businesses to provide instant responses.
Optimize your company’s resources
Aligning sales and service can help you optimize your company’s resources. Sales and service teams can share resources, strategies, and information. For example, sales staff might be trained to answer customer questions, and customer service agents might get help using hubspot and bhn rewards now be trained to upsell your company’s products. Or they might share a CRM system that stores all data on the same platform. By sharing resources and information, both teams could be more effective at their jobs.
Offer a great customer experience
You’ve seen it before, and so have your customers. Your sales team delivers top-notch service, but once the contract is signed, the customer experience plummets.
Customers experience inconsistent and poor denmark business directory communication during handoffs between sales and service teams. Leading to frustration and, worse, customer churn. With the right technology. Processes, and culture, you can reduce customer churn by aligning sales. And service to deliver a great customer experience.
Adopt new technologies
If you want to reap these benefits, consider adopting HubSpot Sales Hub and HubSpot Service Hub (software integrated with the HubSpot CRM platform , composed of tools for contact management, sales, marketing, and service automation, among many other features). The software tools included in Sales Hub and Service Hub will make it easier to sell to new customers and serve existing customers by increasing the efficiency of your entire team.