In fact, brands with superior customer experience bring in 5.7 times more revenue than competitors that lag in customer experience. With this in mind, brands know that having a stellar support team at the ready to swoop in when customers have a less-than-desirable experience is critical to success.

But that kind of support comes at a cost (literally). Salaries and benefits to add headcount to a support team, training, customer support (CS) software, office space and equipment—it all adds up fast.

So how can you optimize your customer support operations and reduce costs without compromising the customer experience? In this article, we will explore various strategies and best practices for reducing customer support costs while still delivering high-quality service.

1. Unify customer communications

One effective way to streamline customer support operations and reduce costs is by unifying customer communications across various channels. When customers reach out to a contact center using different communication channels, such as web chat, submitting support tickets, or phone calls, agents often struggle to keep track of the customer's previous interactions. This leads to repetitive questions and a slower resolution process.

By implementing a unified communication system, agents can have access to a comprehensive view of the customer's previous interactions, regardless of the channel used. This enables them to provide more personalized and efficient support, eliminating the need for customers to repeat themselves. Additionally, it reduces training time for agents as they only need to learn one system instead of multiple channel-specific tools.

The Gorgias helpdesk is a great example of this unification in action. This tool provides CS agents with a powerful inbox they can use to organize, automate, and respond to customer support tickets from all your channels.

2. Embrace self-service

Another cost-effective strategy for reducing customer support expenses is to invest in self-service options. Self-service resources, such as knowledge bases, FAQs, and community forums, allow customers to find answers to their questions without the need for agent assistance. This not only reduces the workload on support agents but also empowers customers to find solutions on their own terms.

Organizations can enhance their self-service offerings by regularly updating their knowledge bases with relevant and up-to-date information. Additionally, implementing AI-powered chatbots can further automate the self-service experience by providing instant responses to common customer inquiries. This frees up agents' time to focus on more complex issues, improving overall efficiency and reducing support costs.

3. Leverage automation

Automation plays a crucial role in reducing customer support costs. By automating repetitive and low-value tasks, organizations can free up agents' time to focus on more complex customer inquiries. Some examples of tasks that can be automated include outbound messages, online form submissions, and outbound calls.

Implementing AI chatbots is another effective way to automate customer support interactions. Chatbots can handle routine inquiries, provide quick responses, and direct customers to relevant resources or self-service tools.

4. Optimize support tools

Investing in the right support tools can significantly impact the efficiency and cost-effectiveness of customer support operations. Implementing a comprehensive customer relationship management (CRM) system allows agents to access customer information and communication history in one centralized platform, enabling faster and more personalized support.

Help desk software and AI chatbot platforms can further enhance support operations by streamlining ticket management and automating responses. These tools enable agents to handle a higher volume of inquiries and provide more efficient support, ultimately reducing costs.

5. Partner with a shipping protection provider

Many support cases arise in the post-purchase phase of the customer journey, most notably due to shipping and delivery issues. These can be challenging and costly to handle in-house, especially if CS agents have to work with shipping carriers to investigate claims. Partnering with a shipping protection provider can offload these types of tickets from your CS team’s plate, and often results in a better customer experience with resolutions reached more quickly and efficiently.

Order Protection helps brands keep support costs low by handling all shipping and delivery-related support tickets, resolving customer issues quickly (16 minutes on average!) and giving valuable time back to your support team to tackle other problems. In addition to removing these tickets from your team’s workload, our service also covers the costs related to replacing lost, damaged, or stolen items during shipment. By investing in a shipping protection provider, brands can scale their support organizations without adding headcount or overhead costs while also saving on shipping and refund costs.

6. Optimize training programs

Effective training programs are vital for equipping support agents with the skills and knowledge needed to resolve customer issues efficiently. Continual training throughout an agent's tenure ensures they stay up-to-date with product updates, support tools, and best practices.

Organizations can optimize training programs by utilizing a combination of online courses, in-person teaching, conferences, and learning management platforms. These options provide flexibility and accessibility to agents, enabling them to enhance their skills and knowledge at their own pace.

7. Evaluate office space and equipment needs

With remote work becoming more normalized and accepted worldwide, many companies are reevaluating the need for physical office space and equipment. While traditional office setups incur costs such as rent, utilities, and equipment maintenance, remote work allows organizations to reduce or eliminate these expenses.

Offering stipends for home office setups or co-working spaces can be a more cost-effective alternative. By providing employees with the necessary tools and resources to work effectively from home, organizations can save on office-related expenses while still ensuring agents have a suitable work environment.

8. Continuously monitor and optimize support costs

Reducing customer support costs is an ongoing process that requires regular monitoring and optimization. By tracking key metrics such as cost per ticket, resolution times, and customer satisfaction scores, organizations can identify areas for improvement and implement targeted strategies to reduce costs.

Regularly reviewing support operations, analyzing customer feedback, and staying up-to-date with industry trends and best practices are essential for maintaining cost-effective customer support. By continuously monitoring and optimizing support costs, organizations can ensure they are delivering efficient and high-quality support while minimizing expenses.

Reduce customer support costs while enhancing CX by partnering with Order Protection

Reducing customer support costs requires a combination of strategic planning, leveraging technology, and optimizing support processes. By implementing these cost-effective strategies, organizations can achieve a balance between delivering exceptional customer support and minimizing expenses, ultimately contributing to overall business success.

Chat with the Order Protection team today to learn how we can help you scale your support while reducing costs and enhancing the customer experience.