Of course many service calls take place when customers have problems. And, for sales, aren’t those the ultimate insights to uncover? We always want to find out the challenges facing customers or prospects. With access to service information, it literally lands right in your lap. You can know their open issues, where they are having (or have had) trouble, questions they asked, and more. Perhaps they are ready for an upgrade or need to access a new feature in the latest version of your solution, but just don’t know about it yet.
Knowing what the customer has asked about is so important because many service conversations aren’t, just because something broke. Maybe a customer has inquired about adjacent products, the next level of a product, or simply how your product can be configured to work better.
Service is also becoming an integral part of the sales process and data creation, too. A customer could be on your website looking for a product or how to make a return and may click on the chat button to ask questions. If a product is sold via trials, the service someone receives during that period is extremely vital in determining if the customer completes the sale. This is how sales and service are working hand in hand; it’s not a “sales first and then service later” type of scenario. Service is permeating the whole lifecycle and empowering sales with its data; that’s all for the better.