Customer support is an essential part of any company. It’s how you address your customers’ issues, assist them with your product, and make sure they’re happy with their purchase. But beyond that, it can also help you reach your other core business goals.

Hosted helpdesk solutions are on trend and most companies find them easy and effective. But, some companies prefer on-premise helpdesk software to handle their customer support. Before we find out why hosted helpdesk software is not their cup of tea, let’s get back to the basics!

A strong customer service team is essential for success in any industry. They’re responsible for helping your customers make the most of your product, and for addressing any issues or concerns — both of which are essential for achieving high customer satisfaction rates. But as anyone who’s worked in customer service will tell you, it can be a challenging field.

The customer service industry is massive. One report puts its worth at more than $350 billion. And while some claim that it’s a confusing mess, there have been significant strides in recent years to help businesses provide better service than ever before. One such development is ticketing software.

Every business owner knows that reaching new customers is important. After all, generating sales and subscriptions is essential for driving revenue. But retaining existing customers is just as important (if not even more so!) than acquiring new ones. That’s especially true for SaaS companies, which often earn a significant portion of their revenue through ongoing subscriptions. So what does a SaaS company to do when they realize they’re experiencing high levels of customer churn?

Your company’s success relies on your customers. Without them, you wouldn’t have sales or revenue — or, really, a business at all. This means that in order to succeed, you need to make them a priority. And that requires going beyond standard customer service. The best approach for achieving excellent customer satisfaction levels (along with your business goals) is to develop a customer-focused culture.

Working with customers from far away poses a few questions for support agents: will the channel they’re working leave the customer better than they were before? If it’s an email correspondence, will the text make sense? If they’re giving instructions over the phone, will the customer be able to follow along?

Customer support and customer success are often seen as two separate groups within an organization that compete for results, like sales and marketing. But that couldn’t (and shouldn’t) be further from the truth. Customer support is key to satisfying customer problems and producing great experiences. For freeing up jams in the system and continually improving the product and user experience. But customer support without success (and vice versa) is only half of the job.