

Customers who had the best past experiences spend 140% more money compared to those who had the poorest past experience.
And this contact happens at crucial moments when a customer’s satisfaction is at stake.
A support interaction may go something like this:
A customer reaches out to a SaaS company’s support team to get a feature to work
A support agent engages with the customer, listens to the customer and helps make the feature work
As the conversation unfolds, the agent asks questions and makes an effort to learn what the customer truly wants to achieve with the software, beyond the initial reason for the contact see more





