Sales and support teams have always had an unnecessarily tenuous relationship. Sales professionals see support as a necessary evil to keep customers happy, while support sees sales as pushy, demanding, and overpromising.
At least, that's how it used to be.
However, when these two teams are integrated properly, they can work together to create a high-converting customer journey. In this blog post, we will discuss three key tricks that sales and support teams can use to generate more sales, reduce churn, and maximize client LTV.
The first key trick is to integrate your support team into your sales platform. For example, at Phonesites, we include several links to the Coaches' calendars in the dashboard. This allows our sales team to easily book appointments for their clients and get them the support they need. Our Sales team, similarly, is well versed in the platform and undergoes regular training to stay on top of their game.
The second key trick is what I like to call "check-in Charlie". The ability for a support professional to check in on a customer's progress without having anything to sell them today builds insane trust and rapport, and increases the likelihood of them buying from you in the future. What also helps is to work out a joint commission structure for leads that are reactivated through support and closed through sales. You instantly go from two departments at odds with one another to a symbiotic flow of deals and ideas.
The third key trick is to ask for referrals, reviews, and introductions after solving your client's problem. This is a great way to increase sales without being pushy or sales-y. It's also a great way to build relationships with your clients that will last long after the sale has been made. By obtaining referrals and reviews from happy customers (after support has ensured their happiness), we leverage the most valuable sales and marketing resource imaginable: a good reputation.
Sales professionals, by definition, make their money selling a product. As benevolent as we can be about it, the incentive structure really lays it out: if you don't buy, I don't eat. However, support staff can uncover issues or needs that the customer simply wouldn't feel comfortable telling the salesperson. The two agents can reconvene and double team the deal, all but guaranteeing that it closes.
By integrating your support team into your sales team (and vice versa) you create a high converting journey. By using these three key tricks, you can increase sales, reduce churn, and maximize client LTV. What are you waiting for? Go out there and close some deals!
These three tips are just the beginning of what we can do to help you increase sales. By integrating your support team into your sales process, you create a more seamless experience for your customers that will make them more likely to buy from you in the future. If you’re looking for more ways to improve your sales process, be sure to check out our other blog posts on the topic or contact us today for help. Thanks for reading!