Should A Small Business Invest In Customer Support?

In recent years, it has become increasingly easier and cheaper for people to open a business, even on a tight budget. During this process, the entrepreneur has to take into consideration many factors such as branding, merchandise, suppliers, taxes and many more. But is it worth for the average small business owner to invest into a customer support department early on? In this article, we’d like to take a look at all the major factors and try to answer this question.

Customer support costs

The thing that most entrepreneurs will first worry about, when considering a new investment, are the costs. They have to make sure that their new venture will not leave a huge dent in their budget or earnings. Luckily for them, the cost of implementing a solid support system with a small team are relatively low. In the case of Zendesk, clients can acquire plans starting at as low as 49$ USD per agent. This package provides a solid building block that allows businesses to create a communication bridge to their customers, while also leaving the possibility to upgrade in the future. So, if it’s not the cost, then what else is there to worry about?

Also read: 7 Amazing Tips For A Successful Customer Service System

Zendesk support implementation

Person taking notes in their notebook

Ok, so we have our shiny and fresh instance of Zendesk up and running. What to do next? Well, customize it and tailor it to your business’ needs, of course. Oh, you aren’t a Zendesk expert? No problem, because the internet, cough cough including us, has plenty of free resources that can teach you not only how to set up your support department, but also how to best optimize it and make sure you get your money’s worth, while also providing your customers with the best care possible.

Don’t believe us? Well, just take a look at our free onboarding offer here and get in touch, so we can help you take the best decisions for your business.

Also read: 5 Things To Look For When Choosing The Right Zendesk Consultant

Is customer support worth it?

Alright, self-promotion aside, is this whole endeavor really worth your time and money? Well, if we take a look at the data Zendesk has gathered so far, the numbers speak for themselves.

customer experience graphic

Indeed, it seems that interactions with customer support, especially in the early days of a business are a crucial factor for customer retention. Considering this, it is no wonder that the biggest companies on the market invest millions into their support departments and do whatever they can to make sure that the relationship between their support and their clients is as good as possible.

Also read: 5 Tips To NOT Help Send Your Customers To Competitors

Conclusion

If you are a small business owner and have considered investing in customer support, we hope that this article helped you take the right decision for your company. We, at ROCA, trust the numbers and have seen how immense a difference great customer support can make.

If you are still on the fence, though, we’d love to get in touch and have a discussion to explore what your company’s goals and needs are, so please don’t hesitate to book a free call with us here and figure out if we can help you or not. We’re willing to bet that we can! 😉

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