March 20, 2015
For startups, acquiring customers or users is obviously important; if no one’s using or buying what you’re offering, then there’s simply no way that your startup will survive. However, according to Becca Krass, the director of product marketing at Salesforce’s Desk.com, startup survival may actually be more dependent on customer service than customer acquisition.
Desk.com provides an all-in-one, out-of-the-box, customer support application for small businesses. Within a couple of days, startups can get standard customer service and workflow tools up and running to start providing customer support to their clients and users. Through the Desk platform, companies can connect all their channels – from Facebook and Twitter to live chat and email – onto one interface, allowing them to manage customer relations through whatever channel.
“Customer service is important for everyone, especially a startup, because what you have when you’re thinking about a startup is that you’re thinking about acquiring customers – and that’s obviously hugely important – but once you acquire them, you have to take care of them,” says Krass.
According to Krass, 78 percent of all customers will abandon a transaction when dealing with bad customer service – that’s a large percentage, and it’s telling of why startups need to focus on providing good customer support. Additionally, she notes that it’s six to seven times more expensive to find new customers than it is to retain current ones. By using a tool like Desk, companies can provide immediate support to their customers when they need it and ensure that those customers will continue using their product(s).
Watch Desk.com’s Becca Krass go further into why it’s important for companies to focus their energies on providing good customer support, and how Desk.com has enabled companies like Lyft and Spotify to turn great customer support into massive growth.
This video series was made possible through the support of Microsoft BizSpark and TrepLife.
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