What Is Customer Success and Why Does It Matter?
What Exactly is Customer Success and how is it different to Customer Support?
Customer success is a method for ensuring customers reach their desired outcomes when using an organization’s product or service. A customer-centric company strives to understand their customers’ needs and objectives and works round the clock to constantly improve their products and services to ensure customer success. thereby fostering customer loyalty and positive word-of-mouth marketing. Every decision which the companies makes revolves around customer success.
Customer support is a function within a company that is responsible for assisting customers with any issues or problems they face while using a product or service. The focus is on resolving issues quickly and efficiently.
In short, customer support is reactive and focuses on fixing problems, while customer success is proactive and focuses on ensuring customers achieve success with a company’s products or services.
Every company’s customer success strategy may look different, but some key ingredients that are crucial for customer success are:
- Clear understanding of customer goals and objectives: Companies need to deeply understand their customers’ needs and what they hope to achieve using its products or services.
- 24×7 Support: Regular, open and proactive communication with customers helps build trust and fosters a positive relationship.
- Support in several languages: Companies must serve customers in multiple languages. Customers want to speak with human service representatives who understand and can resolve their issues in their native language.
- Product Understanding: Familiarity with the tools and product features is an important aspect of customer success. Customer success representatives need to have a deep understanding of the product, its capabilities and limitations, as well as how to effectively use the product to achieve customer goals.
Why KServe?
KServe BPO is a leading call center/BPO service provider in Mumbai, India with over 20+ years of experience in managing projects for clients across multiple industries such as BFSI, Fintech, NBFC, Ecommerce, HealthTech, EdTech, Real Estate, Retail, etc. At KServe, we are committed to deliver tangible results which are in sync with our customers business goals. KServe, a leading BPO service provider is compliant with industry best practices for Data Management and Information Security. Being a back office outsourcing services provider, KServe leadership combined has an overall experience of over 200+ manyears which ensures best in class services to be provided to its clients. . We are one of top BPO solutions services in India which has ability to scale up quickly and retain experienced staff at the agent as well as the critical middle management level. KServe, a business process outsourcing service provider, offers multiple services such as Customer Support, Lead Generation, Telesales, Email and Chat Management, Backoffice process outsourcing along with Multi-lingual capabilities which can perform Call center Projects which has requirement of , thus, eliminating the requirement for the client to recruit a specialist regional staff for the same.
