Did you know It's five times more expensive to gain a new customer than it is to keep one. In a recession, it is critical for your business to both retain every customer and maximise their lifetime value.

Acquiring new customers requires an investment of precious time and resource so retaining them is very much a key to all our success.

With fewer customers and each spending less in a recession, it is critical for your business to retain every customer and maximise their potential. An economic crisis creates the urgent need to save money this urgency sometimes hits expenses that support the customer experience.

By staying focused on the customer allows a company to save money in three ways:

1. By reducing the number of unsatisfactory customer experiences, companies can reduce the costs associated with resolving them.

2. When service suffers, the reputation of the brand is diminished through negative word of mouth, making it harder and more expensive to attract customers.

3. By delivering excellent customer self service (e.g through customer to customer online support forums and dynamic self service web portals), the company is able to deflect costs.

For, example if a customer sends an inquiry through email, will an agent in the contact centre be able to pick up the conversation when that individual later calls about the same incident? Will the customer be able to go back to the Portal and receive updates?

Improve your communications with your customer by utilising a Self Service Web Portal that integrates into your Service Management Solution.

Self Service solutions can deliver a 30-50 percent reduction in email volume and a 10 – 30 percent reduction in telephone calls, all while increasing customer satisfaction.

As an Independent Software Vendor we are only too well aware of the difficulties associated with the delivery of software products and importantly the ongoing management of customer requests, bug fixes, feature requests and software releases.

• Present up to the minute information to your customers via the web based self service portal.

• Manage your change process and software releases so the “who has what” is available at your finger tips.

• Map your Business Processes directly into the Oxygen Service Desk.

• Take total control of information and resources via “roles and views” insuring the right information is available to the right people.

• Provide detailed Customer and Management Reporting on line 24/7

For further information on how we can help you as an organisation empower your service department with Oxygen Service Desk and position your company as a service leader as we exit the recession click here.