Self service

Updated On: Jul 25, 2024

How To Reduce Customer Support Cost?

Reading-Time 9 Min

Learn how to reduce support costs without compromising your service quality.

Reduce Support cost

High costs are bad for business. We all know that. But handling customer support costs is a whole new ballgame.

Unlike sales, customer support doesn’t bring in quick money but builds trust and loyalty with customers over time. And that’s priceless.

The challenge is to provide great customer service within a reasonable budget. However, great customer service comes with its own set of expenses—agents training and technology. Cutting costs here without hurting quality seems impossible, right? Wrong.

In this blog, we’ll show you how to reduce support costs without sacrificing your service quality.

What is Customer Support Cost?

Customer support cost is the money you spend to help your customers with their inquiries, issues, and needs.

This includes providing information, troubleshooting problems, and offering solutions efficiently to ensure high customer satisfaction.

10 Ways to Reduce Customer Support Costs

1. Improve Self-Service

When you face a problem, is your first instinct to fix something yourself before calling for help? Turns out, your customers like that too.

By providing self-service options like knowledge bases, FAQs, and AI-powered chatbots, you can help your customers solve simple issues on their own.

Self-service channels save customers time and help you reduce support costs by reducing the number of tickets your agents need to handle.

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2. Offer An Omnichannel Customer Experience

Have you ever had to explain your problem to multiple people before getting it resolved? It’s frustrating, right?

Integrating all your customer communication channels into one unified platform can solve this issue. Imagine this: If a customer starts with a chatbot, moves to live chat, and then to an agent for their issue, the agent can simply access the information without the customer repeating themselves.

This allows the agent to focus on resolving the problem rather than trying to understand it from scratch. As a result, issues are resolved faster, and more queries can be handled in less time, effectively reducing the support cost per query.

3. Automate Routine Tasks

Repetitive tasks can consume a significant amount of your resources, affecting your budget.

Automating tasks like ticket creation, customer follow-ups, and survey distribution can save you a lot of time and easily reduce support costs.

Using a helpdesk software or a knowledge management system to automate these routine jobs frees up your agents to tackle more complex issues. It’s like having a team of robots doing the boring stuff so your humans can shine where it matters most.

4. Invest in Agent Training

Technology can only do so much without skilled agents to back it up.

Invest in continuous training for your support team. Well-trained agents can resolve issues faster and more efficiently, which means fewer resources are spent on each ticket – reducing support costs even more!

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5. Utilize Customer Feedback

Your customers can help you identify recurring issues and emerging trends. So, listen to your customers and regularly analyze customer feedback.

This proactive approach will help you fix problems before they become bigger issues, saving you from handling the same complaints over and over. It will also keep your customers happy and reduce support costs.

6. Focus on Agent Retention

Hiring and training new agents repeatedly is expensive. Instead, focus on keeping your current agents happy and engaged.

Offer career development opportunities, create a positive work environment, and recognize their hard work.

Happy agents are more likely to stick around, reducing the support costs associated with high agent turnover and maintaining the quality of service.

7. Use Interactive Voice Response (IVR) Systems

IVR systems are the pre-recorded messages you hear when you contact a help center. It’s the voice that says, “Press 1 for returns. Press 2 for complaints”.

When done right, IVR systems can significantly reduce support costs by efficiently routing customers to the right department without human intervention. It can also be programmed to help guide customers to resolve simple tasks step-by-step, like a chatbot.

This reduces the workload on live agents and allows them to focus on more complex and valuable tasks.

8. Optimize Support Channels

You don’t need to provide customer support through 7+ channels.

Analyse which channels are most preferred by your customers and which are also cost-effective.

Not all support channels cost the same. Live chats and emails are often cheaper than phone support.

So, direct your resources to improve these channels and encourage your customers to use these channels by making them easily accessible.

This will help you reduce support costs by saving on the more expensive phone support while still delivering top-notch customer care.

9. Provide Proactive Support

Ever felt good when a company solved a problem before you even knew you had it? That’s proactive support.

By anticipating customer needs and addressing potential issues early, you can reduce the number of support requests.

Send reminders, updates, or helpful content to your customers. This approach not only reduces incoming support tickets (reducing support costs!) but also boosts customer satisfaction.

10. Monitor and Analyze Performance

Keep an eye on how your support team is doing. Metrics like Average Handle Time (AHT), First Contact Resolution (FCR), and Customer Satisfaction (CSAT) can show you where improvements are needed.

Regularly analyzing these metrics helps you make informed decisions to optimize your processes, reduce inefficiencies, and reduce support costs.

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Start Reducing Your Support Costs with Knowmax

Knowmax is an AI-powered knowledge management system that enables you to reduce your support costs in 3 main ways:

1. Integrating all your communication channels into a unified platform ensuring seamless transitions and quicker resolutions.

2. Building robust self-service channels like knowledge base, FAQs, and AI chatbots to empower your customers to find answers on their own

3. Providing on-the-job training and resources through its learning management system, ensuring your agents are always at their best

By integrating Knowmax into your support system, you can be sure to reduce support costs without compromising on quality.

Nitin Saxena

Sr. Vice President

Nitin has 25 years of experience working at companies like HP and Mphasis. For more than 14 years, he has been a key figure at KocharTech (Knowmax's parent company), skillfully navigating operations, training, and quality management responsibilities across international and domestic sectors. Currently, he oversees Business Operations at Maxicus.

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