Many businesses focus heavily on their sales processes, diligently tracking pipelines and nurturing leads. However, a crucial yet often overlooked area is the support experience during the sales cycle. If you’re not careful, your support team can unintentionally sabotage deals.
Consider this scenario: a prospect, excited after a stellar demo and a competitive pricing offer, reaches out to your support team with a simple billing inquiry. Instead of a seamless interaction, they face a frustrating experience. After being transferred multiple times and repeating their issue, they leave the conversation feeling disheartened, and ultimately, the deal goes cold. This is not an isolated incident but a widespread issue in sales.