A global media and communications leader turned its support operation into a revenue channel.
Support conversations reach more customers than most sales channels. Using them to sell is risky. A poorly timed offer during a technical problem damages satisfaction and drives churn.
This global media and communications leader turned its support operation into a revenue channel while keeping satisfaction above 98%.
Inside the Case Study
- The operating rule that decides when a sales recommendation is made
- What customer data revealed about the real driver of NPS
- How the technical sales team was structured to sell without hurting CSAT
- How unresolved cases and churn risk were managed through to resolution
- The five command agents that run the operation today
See How Support Became a $120M Revenue Channel. Download the full case study.
