A Customer Support Representative addresses and resolves customer issues whilst a Customer Success Representative focuses on client retention and satisfaction.
Both positions are essential to help you increase customer satisfaction and ensure customer loyalty, which results in renewals, upsells, cross-sells and referrals through word of mouth.
Taking inbound calls from customers to resolve their queries
Responding to emails, chat queries and social messages
Sending satisfaction surveys and educational content to existing clients to ensure engagement
Ensuring clients renew their contracts
You can hire and manage reps in-house or you can outsource them. By utilizing CloudTask’s services you will see the following benefits:
Why waste your time finding and interviewing candidates that may not have the right skills, company culture, and passion for the job?
We train our reps for success and the day they begin working with you, they’re already trained in best practices and technology.
We’ll still need to work with your team to ensure optimal understanding and results, but much of the heavy lifting will be complete.
CloudTask has an experienced management team behind our reps to ensure we hit your KPIs and save you time.
CloudTask has delivered results across numerous industries and accounts from day one:
Increased CSAT from 86% to 94% within 7 weeks
Reduced avg response time from 6.7 to 1.8 minutes
Reduced their total cost per rep by 45%
Handle 2,963 support chats from May 2018 to January 2019.
Increase customer satisfaction & retention by providing an extra support channel.
Get in touch with us to explore how our Sales Development Teams can boost your Customer Service and Retention.