{"id":19888,"date":"2024-01-25T14:17:31","date_gmt":"2024-01-25T08:47:31","guid":{"rendered":"https:\/\/kylas.io\/?p=19888"},"modified":"2024-06-26T12:12:14","modified_gmt":"2024-06-26T06:42:14","slug":"blog-sales-and-customer-service-work-together","status":"publish","type":"post","link":"https:\/\/kylas.io\/en\/blog\/sales-and-customer-service-work-together","title":{"rendered":"How to Make Your Sales and Customer Service Work Together Without Friction?"},"content":{"rendered":"\n<p>Let&#8217;s start with a simple question! If you buy an amazing smartwatch from a popular brand but their customer support is not ready to answer you nicely, would you ever buy from them again?<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>No, right! You won\u2019t even recommend them to anyone.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Sales and customer service teams should go together like bread and butter. Day and night. Ocean and beach. Mountains and sunrise. Unfortunately, both these departments work in silos and the impact goes way beyond a decline in sales and poor customer service. It puts the brand\u2019s name at stake forever.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>As per HubSpot, <a href=\"https:\/\/cdn2.hubspot.net\/hubfs\/2771217\/Content\/2018%20Customer%20Service%20Expectations%20Gladly.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">68% of consumers<\/mark><\/span><\/a> say they are interested in buying from a brand known to offer good customer service experiences. This suggests that any brand that wants to win the survival race should align its sales and customer service teams.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Let\u2019s dig deeper into this and find ways to align sales and customer service teams.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-ht-block-toc  is-style-outline htoc htoc--position-wide toc-list-style-plain\" data-htoc-state=\"expanded\"><span class=\"htoc__title\"><span class=\"ht_toc_title\">Table of Contents<\/span><span class=\"htoc__toggle\"><svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"16\" height=\"16\"><g fill=\"#444\"><path d=\"M15 7H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><path d=\"M15 1H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1zM15 13H1c-.6 0-1 .4-1 1s.4 1 1 1h14c.6 0 1-.4 1-1s-.4-1-1-1z\"><\/path><\/g><\/svg><\/span><\/span><div class=\"htoc__itemswrap\"><ul class=\"ht_toc_list\"><li class=\"\"><a href=\"#htoc-how-silos-affect-customer-experience\">1. How Siloed Departments Affect Customer Experience?<\/a><ul class=\"ht_toc_child_list\"><\/ul><\/li><li class=\"\"><a href=\"#htoc-what-if-sales-and-customer-service-work-together\">2. What If Sales and Customer Service Work Together?<\/a><ul class=\"ht_toc_child_list\"><\/ul><\/li><li class=\"\"><a href=\"#htoc-how-to-make-sales-and-customer-service-work-together\">3. How to Make Sales and Customer Service Work Together?<\/a><ul class=\"ht_toc_child_list\"><\/ul><\/li><li class=\"\"><a href=\"#htoc-in-closing\">4. In Closing<\/a><\/li><\/ul><\/div><\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-how-silos-affect-customer-experience\">1. <strong>How Siloed Departments Affect Customer Experience?<\/strong><\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"800\" height=\"450\" src=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/How-Silos-Affect-Customer-Experience-2.jpg\" alt=\"How Siloed Departments Affect Customer Experience?\" class=\"wp-image-20039\" title=\"How Siloed Departments Affect Customer Experience?\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/How-Silos-Affect-Customer-Experience-2.jpg 800w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/How-Silos-Affect-Customer-Experience-2-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/How-Silos-Affect-Customer-Experience-2-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/How-Silos-Affect-Customer-Experience-2-150x84.jpg 150w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>For most companies, <a href=\"https:\/\/kylas.io\/blog\/customer-retention-and-its-importance\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">customer retention<\/mark><\/span><\/a> is an important goal. The stats also show that organizations that break down silos see a <a href=\"https:\/\/www.mckinsey.com\/capabilities\/growth-marketing-and-sales\/our-insights\/why-the-customer-experience-matters\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">10% increase in customer retention<\/mark><\/span><\/a>. But operations don\u2019t always seem to be going in this direction. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>On one side, the sales team tries to close maximum deals. On the other side, the customer support team tries to manage customer expectations set by the sales team. Both teams are busy focusing on efficiency and easily overcoming customer satisfaction. The problematic structure results in siloed departments.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>As the teams are divided by functionality, they feel separate and sometimes, in competition with each other. Did you know that <a href=\"https:\/\/clearaction.com\/marketing-process-silos\/\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">56%&nbsp;of customers<\/mark><\/span><\/a> say they have had a negative experience due to company silos? Without a doubt, there can be several negative consequences of such a structure but the customer suffers the most. Here\u2019s how.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-1-missed-opportunities-and-unclear-communication\" style=\"font-size:22px\">1.1. <strong>Missed Opportunities and Unclear Communication<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>When the sales and customer service teams are not aligned, it can irk customers. Sometimes, customer requests go unnoticed and expectations are overlooked, which results in dissatisfied customers.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>For instance, a customer sends an email to a customer service rep about an acquaintance interested in their product. <\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"800\" height=\"450\" src=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Missed-Opportunities-and-Unclear-Communication.jpg\" alt=\"Missed Opportunities and Unclear Communication\" class=\"wp-image-20040\" title=\"Missed Opportunities and Unclear Communication\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Missed-Opportunities-and-Unclear-Communication.jpg 800w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Missed-Opportunities-and-Unclear-Communication-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Missed-Opportunities-and-Unclear-Communication-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Missed-Opportunities-and-Unclear-Communication-150x84.jpg 150w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Now that the customer service rep doesn\u2019t know who in the <a href=\"https:\/\/kylas.io\/sales-effectiveness\/sales-team-structure\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">sales team<\/mark><\/span><\/a> will take care of the request, it gets lost in the inbox.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Such a scenario is mostly common in larger companies where the emails are never forwarded to the right person. Such a customer, after feeling neglected will never do business with this brand and won\u2019t even recommend it to someone else. Hence, a sales lead is lost.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>In another example, a sales rep who promises a special discount to a customer to <a href=\"https:\/\/kylas.io\/sales-techniques\/sales-closing-phrases\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">close a deal<\/mark><\/span><\/a>, if forgets to inform someone in the sales team, will frustrate the customer who may never come back to them.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-2-disappointed-customers\" style=\"font-size:22px\">1.2. <strong>Disappointed Customers<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Customer retention is difficult in a scenario where the customer is compelled to explain his issue to several <a href=\"https:\/\/kylas.io\/sales-effectiveness\/not-so-secret-habits-of-successful-salespeople\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">salespeople<\/mark><\/span><\/a> one after the other. As per stats, <a href=\"https:\/\/khoros.com\/blog\/must-know-customer-service-statistics\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">65% of customers<\/mark><\/span><\/a> said they have changed to a different brand because of a poor experience.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Some of the most common reasons why a customer leaves a brand are:<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Customers feel a lack of appreciation.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Customers can find a person who can help them with all the answers they are searching for.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>The customer support is rude and unhelpful.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>There are multiple people involved in the conversation.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Customers have to wait for long hours to speak to a representative.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Without a doubt, helpful and meaningful conversations land successful deals.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-what-if-sales-and-customer-service-work-together\">2. <strong>What If Sales and Customer Service Work Together?<\/strong><\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>There is no denying the fact that both sales and customer service are strong departments by themselves. A connection between the two can have a positive impact on both the company and its customers.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"800\" height=\"450\" src=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/What-If-Sales-and-Customer-Service-Work-Together.jpg\" alt=\"What If Sales and Customer Service Work Together?\" class=\"wp-image-20041\" title=\"What If Sales and Customer Service Work Together?\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/What-If-Sales-and-Customer-Service-Work-Together.jpg 800w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/What-If-Sales-and-Customer-Service-Work-Together-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/What-If-Sales-and-Customer-Service-Work-Together-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/What-If-Sales-and-Customer-Service-Work-Together-150x84.jpg 150w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The need is to have a continuous loop between marketing, sales, customer service, and every other department in the company because the ultimate goal is to make your customers happy. For mainly sales and customer service, such a relationship can be of great benefit.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>The sales team will have new leads and opportunities.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Customer support can prioritize big customers and hot prospects.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>The support team can cater to the customer&#8217;s requirements in the context of sales.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Unfortunately, there is no connection between siloed departments. But if they work together without friction, there can be numerous benefits.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-1-customer-retention-and-loyalty\" style=\"font-size:22px\">2.1. <strong>Customer Retention and Loyalty<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Salespeople love to get new customers from time to time. It\u2019s not wrong obviously. But this should not result in them overlooking their existing customers. In another scenario where the sales team works hard to convince customers to buy from them, they may leave because of poor customer service.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Existing customers are as important as the new ones for a business. As per Bain &amp; Company, higher customer retention rates can <a href=\"https:\/\/media.bain.com\/Images\/BB_Prescription_cutting_costs.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">boost revenue by 25% to 95%.<\/mark><\/span><\/a> This requires both the teams to work together and there won\u2019t be any differences and the customers will get what they want.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-2-detailed-data\" style=\"font-size:22px\">2.2. <strong>Detailed Data<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Your sales team needs to know who your customers are and what they want. This is the key to closing many deals. And your customer support team needs to know this information to encourage positive customer interactions that <a href=\"https:\/\/kylas.io\/blog\/revenue-operations\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">boost revenue<\/mark><\/span><\/a>.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>This is possible through alignment.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The customer support team can tell salespeople about the complaints and <a href=\"https:\/\/kylas.io\/business-growth\/customers-pain-points\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">pain points<\/mark><\/span><\/a> their target audiences have. The sales team can keep the support team updated with information like pricing details, competitor offerings, etc. that can help them build trust among their customers.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-3-personalized-experience\" style=\"font-size:22px\">2.3. <strong>Personalized Experience<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>New Epsilon found that <a href=\"https:\/\/www.epsilon.com\/us\/about-us\/pressroom\/new-epsilon-research-indicates-80-of-consumers-are-more-likely-to-make-a-purchase-when-brands-offer-personalized-experiences\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">80-90% of customers<\/mark><\/span><\/a> find a personalized customer experience more appealing while purchasing any product.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>When sales and customer service are frontiers of any business model, it is their duty to keep their customers engaged and happy. A customer-centric model can help in providing customers with a tailored experience while ensuring flexibility and efficiency.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-4-increased-revenue\" style=\"font-size:22px\">2.4. <strong>Increased Revenue<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>If there\u2019s one thing that is on every sales and customer service team member\u2019s mind is that they have to drive revenue. It all comes down to earning your customers\u2019 trust and they\u2019ll be with your business for the longest time.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>This will also give your teams more upselling and cross-selling opportunities. When the churn rate is low, sales reps will be able to close more deals.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-how-to-make-sales-and-customer-service-work-together\">3. <strong>How to Make Sales and Customer Service Work Together?<\/strong><\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"800\" height=\"450\" src=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/01\/How-to-Make-Sales-and-Customer-Service-Work-Together.jpg\" alt=\"How to Make Sales and Customer Service Work Together?\" class=\"wp-image-19892\" title=\"How to Make Sales and Customer Service Work Together?\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/01\/How-to-Make-Sales-and-Customer-Service-Work-Together.jpg 800w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/01\/How-to-Make-Sales-and-Customer-Service-Work-Together-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/01\/How-to-Make-Sales-and-Customer-Service-Work-Together-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/01\/How-to-Make-Sales-and-Customer-Service-Work-Together-150x84.jpg 150w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>It is true that the sales and customer services teams are set up differently and they function separately. However, these two departments share a lot of similarities and the most important is to fulfill customer\u2019s requirements.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Any business wants to easily convert its leads into paying customers and this requires both these frontier teams to work in harmony always. Even a study revealed that teams that are highly engaged help <a href=\"https:\/\/blog.bit.ai\/benefits-of-teamwork\/\" target=\"_blank\" rel=\"noreferrer noopener\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\"><span style=\"text-decoration: underline;\">increase your profitability by 21%<\/span><\/mark><\/a>. This is the key to happy and satisfied customers.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>To avoid churn and a drop in revenue, here\u2019s how businesses can make sales and customer service work together without friction.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-1-create-a-shared-goal\" style=\"font-size:22px\">3.1. <strong>Create a Shared Goal<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>What do you think is the major cause of differences between the <a href=\"https:\/\/kylas.io\/blog\/sales-glossary-for-new-age-sales-managers\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">sales department<\/mark><\/span><\/a> and the customer support department? It\u2019s the difference between their goals and priorities. The sales team is more focused on earning returns and the customer support team is more into saving costs.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"800\" height=\"450\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2024\/02\/Create-a-Shared-Goal.jpg\" alt=\"Create a Shared Goal\" class=\"wp-image-20042\" title=\"Create a Shared Goal\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Create-a-Shared-Goal.jpg 800w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Create-a-Shared-Goal-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Create-a-Shared-Goal-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Create-a-Shared-Goal-150x84.jpg 150w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>A <a href=\"https:\/\/kylas.io\/sales-techniques\/how-to-improve-sales-reps-performance\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">sales rep<\/mark><\/span><\/a> focuses on obtaining immediate results and wants to close deals as soon as it can. It doesn\u2019t even care about the cost. A salesperson\u2019s effort is mainly counted as:<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>The number and length of phone he\/she makes with a prospect. Some organizations expect their <a href=\"https:\/\/knowledge.revenue.io\/hubfs\/200110%20Sales%20Prospecting%20Performance%20Report.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">sales reps to make at least 60 calls per day<\/mark><\/span><\/a>.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>The number of meetings set up.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>The number of leads generated.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>On the other hand, a customer support rep\u2019s job is to reduce operating costs. A customer support rep\u2019s efforts are measured by:<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>How quickly they can resolve tickets and customer complaints.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>How well they can reduce the number of tickets.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Businesses need to consider the metrics\/goals\/motivations that drive their sales and support teams. In case their goals or motivations are conflicting, they must come up with common goals that will get them to work together.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>For example, you can ask your sales and support teams to keep their expenses low and focus on cost savings.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Without a doubt, both the sales and customer support teams work towards improving company goals and it\u2019s the business\u2019s responsibility to ensure that they don\u2019t have competing goals. Instead, make sure that both teams understand what the other is doing. They should appreciate each other efforts and help them with the challenges they face. This will help improve overall business productivity.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-2-know-your-customers\" style=\"font-size:22px\">3.2. <strong>Know your Customers<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Who are your target customers?<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Both your sales and customer service teams should know who you want to target for your services or products. To ensure that they have an identical idea, create buyer personas together. If needed, you can also involve your marketing team in this.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"800\" height=\"450\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2024\/02\/Know-your-Customers.jpg\" alt=\"Know your Customers\" class=\"wp-image-20043\" title=\"Know your Customers\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Know-your-Customers.jpg 800w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Know-your-Customers-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Know-your-Customers-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Know-your-Customers-150x84.jpg 150w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Once you all have a clear understanding of your <a href=\"https:\/\/kylas.io\/sales-effectiveness\/ideal-customer-profile\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">ideal customer<\/mark><\/span><\/a> and created buyer personas, it\u2019s time to <a href=\"https:\/\/kylas.io\/sales-strategy\/customer-journey-map\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">map the customer journey<\/mark><\/span><\/a>. Identify the touchpoints that your customers need to hit to become paying customers. Also, prepare your reps for the possible questions that they may have to answer in the future.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The ultimate goal is to build long-lasting relationships with your customers to take your business to new heights.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>If now, you are thinking about the way of learning about your target audience, the best is to ask them. Trust us; it\u2019s better than making assumptions.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Try to engage with your followers through social media, send emails asking for their feedback, study your competitors and their customers, etc. Store all this information in your CRM and create buyer personas using it.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-3-use-the-same-technology\" style=\"font-size:22px\">3.3. <strong>Use the Same Technology<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>It\u2019s obvious that your sales team might be using some kind of tools and apps to connect with their potential customers to close deals. Also, your customer service team might be using some tools to speak to their customers to meet their requirements. It would be great if some of these tools were the same.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"800\" height=\"450\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2024\/02\/Use-the-Same-Technology-1.jpg\" alt=\"Use the Same Technology\" class=\"wp-image-20044\" title=\"Use the Same Technology\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Use-the-Same-Technology-1.jpg 800w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Use-the-Same-Technology-1-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Use-the-Same-Technology-1-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Use-the-Same-Technology-1-150x84.jpg 150w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>A CRM can work wonders for both your teams. It\u2019s better than wasting a company\u2019s funds on different tools, just to create misalignments and unnecessary problems in the end.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Prepare a list of the features that you would need in your CRM. For instance, the sales team would want <a href=\"https:\/\/kylas.io\/sales-effectiveness\/sales-automation-software\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">automation<\/mark><\/span><\/a> tools to send follow-up emails automatically. On the other hand, the customer support team may be interested in real-time reports.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Kylas can be a great choice for both your teams. It offers powerful automation reports and analytics features.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The good thing about Kylas is that it integrates with several third-party applications. This means that even if both your teams need different tools, you can always integrate them.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-4-promote-the-exchanging-of-customer-data\" style=\"font-size:22px\">3.4. <strong>Promote the Exchanging of Customer Data<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Be it the sales team or the customer service team, documenting customer data is useful for both of them. Sales reps must be able to access the ongoing interactions of the customer service team with the clients. This will help them make an entry at the right time.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"800\" height=\"450\" src=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Promote-the-Exchanging-of-Customer-Data.jpg\" alt=\"Promote the Exchanging of Customer Data\" class=\"wp-image-20045\" title=\"Promote the Exchanging of Customer Data\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Promote-the-Exchanging-of-Customer-Data.jpg 800w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Promote-the-Exchanging-of-Customer-Data-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Promote-the-Exchanging-of-Customer-Data-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Promote-the-Exchanging-of-Customer-Data-150x84.jpg 150w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Salespeople also need to know if the customer is likely to renew the subscription or turn away from your brand.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>The best you can do is encourage in-person conversations between the departments in your company. Exchanging emails and all is good but speaking face-to-face can be a better bet. This is a great way of building rapport and trust among them.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"ub-styled-box ub-notification-box\" id=\"ub-styled-box-afd5f0ef-2943-40ff-81e2-0b395debe888\">\n\n\n<p>If you haven\u2019t done it yet, implement a <a href=\"https:\/\/kylas.io\/\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">Kylas sales CRM<\/mark><\/span><\/a> as soon as you can. This will help track the entire customer experience and keep all your teams on the same page.<\/p>\n\n\n<\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>When every customer interaction such as emails and phone calls gets recorded, customer experience automatically improves.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-5-create-cross-team-reporting-and-training\" style=\"font-size:22px\">3.5. <strong>Create Cross-Team Reporting and Training<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>For some companies, it might seem a little unusual. But yes, there are some companies that don\u2019t encourage interdepartmental communication. Maybe they that it will hamper their productivity or will encourage mindless conversations and even fights!<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"800\" height=\"450\" src=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Create-Cross-Team-Reporting-and-Training.jpg\" alt=\"Create Cross-Team Reporting and Training\" class=\"wp-image-20046\" title=\"Create Cross-Team Reporting and Training\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Create-Cross-Team-Reporting-and-Training.jpg 800w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Create-Cross-Team-Reporting-and-Training-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Create-Cross-Team-Reporting-and-Training-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Create-Cross-Team-Reporting-and-Training-150x84.jpg 150w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>However, these fears have nothing to do with reality. On the contrary, organizations benefit when people from different departments come together to exchange information. It works even if it is just friendly banter.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>According to <a href=\"https:\/\/axerosolutions.com\/blog\/water-cooler-chat-11-smart-reasons-to-encourage-it\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">Tim Eisenhauer<\/mark><\/span><\/a>, an internal communications expert, such interactions help strengthen company culture and reduce social awkwardness among peers.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>It\u2019s essential for both the sales and customer service departments to understand where they need each other\u2019s skills. For instance, the sales team needs to understand that customer service teams know how to deal with customer requirements and provide solutions. The customer service team should know that the sales team\u2019s primary focus is building trust with customers.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>When both teams understand what the other does for their company, they can work together in collaboration.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>In some cases, cross-team training can be a great way of making them well-versed in each other\u2019s roles and responsibilities. You can pair team members from different teams and allow them to observe one another for a day at least.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>This collaboration will influence your customers. If they notice any inconsistency between your teams, they may even turn you down and look for some other brand. So, it would be best if the salespeople invest in customer relationships and the customer service team understands the sales process.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-6-define-customer-journey\" style=\"font-size:22px\">3.6. <strong>Define Customer Journey<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img decoding=\"async\" loading=\"lazy\" width=\"800\" height=\"450\" src=\"https:\/\/kylas.io\/wp-content\/uploads\/2024\/02\/Define-Customer-Journey.jpg\" alt=\"Define Customer Journey\" class=\"wp-image-20047\" title=\"Define Customer Journey\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Define-Customer-Journey.jpg 800w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Define-Customer-Journey-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Define-Customer-Journey-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Define-Customer-Journey-150x84.jpg 150w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>When we are talking about successful <a href=\"https:\/\/kylas.io\/blog\/how-reduce-customer-acquisition-cost\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">customer acquisition<\/mark><\/span><\/a> and retention, customer journey mapping plays a crucial role. When there is a well-defined map of your customer\u2019s journey, the collaboration between the customer service and sales teams becomes easier.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Each team would have an idea of the stage which the customer is in and let them make improvements if needed.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Awareness is when the customer is getting an idea about your brand and product portfolio.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Consideration when the customer is considering whether or not to purchase the product.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Acquisition is when the customer has bought from you and is using your product\/service.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Service when the customer needs your service, support, or other help in using the product.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<ul>\n<li>Loyalty is when the customer is considering whether to advocate for your brand and purchase again.<\/li>\n<\/ul>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>You can define the customer journey stages as per your business and the products\/services you offer.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"htoc-7-identify-opportunities-to-cross-sell-and-upsell\" style=\"font-size:22px\">3.7. <strong>Identify Opportunities to Cross-Sell and Upsell<\/strong><\/h3>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>In most companies, the customer service teams have the data that can be of great use for the sales teams. This needs the customer service team to work with the sales team and help them find answers to all their questions. It\u2019s true that the customer service team is not there to sell but in some situations, they may cross-sell.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\" id=\"Identify-Opportunities-to-Cross-Sell-and-Upsell\"><img decoding=\"async\" loading=\"lazy\" width=\"800\" height=\"450\" src=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Identify-Opportunities-to-Cross-Sell-and-Upsell.jpg\" alt=\"Identify Opportunities to Cross-Sell and Upsell\" class=\"wp-image-20048\" srcset=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Identify-Opportunities-to-Cross-Sell-and-Upsell.jpg 800w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Identify-Opportunities-to-Cross-Sell-and-Upsell-300x169.jpg 300w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Identify-Opportunities-to-Cross-Sell-and-Upsell-768x432.jpg 768w, https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/02\/Identify-Opportunities-to-Cross-Sell-and-Upsell-150x84.jpg 150w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>For instance, if a company sells mobiles and a customer calls customer service to find out when their phone will arrive. After answering their questions, the customer service rep can also check if the customer needs earphones.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Also, the sales team can help identify which repeat customers to upsell or cross-sell to, based on the feedback from the customer service team.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Both upselling and cross-selling must be done at an appropriate time and situation. Sales reps can sense such situations. On the other hand, customer service reps build a rapport with the customer and guide them to a solution. This relationship can be used to upsell products.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>Recent research found that for <a href=\"https:\/\/www.nicereply.com\/blog\/live-chat-software\/\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"text-decoration: underline;\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-vivid-cyan-blue-color\">customers who use live chat<\/mark><\/span><\/a> before making a purchase, there is a 10% increase in average order value, a 48% increase in revenue per chat hour, and a 40% conversion rate. So, if possible, you can also upsell and cross-sell via live chats with your customers.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"htoc-in-closing\">4. <strong>In Closing<\/strong><\/h2>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>At the end of the day, sales and customer service both aim to achieve customer success. When both these teams work together, the customer feels satisfied. And when the customer is happy and satisfied, your company wins. The day your sales and customer service teams start working together, the results will be worth it.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Let&#8217;s start with a simple question! If you buy an amazing smartwatch from a popular brand but their customer support is not ready to answer you nicely, would you ever buy from them again? No, right! You won\u2019t even recommend them to anyone. Sales and customer service teams should go together like bread and butter. &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/kylas.io\/en\/blog\/sales-and-customer-service-work-together\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;How to Make Your Sales and Customer Service Work Together Without Friction?&#8221;<\/span><\/a><\/p>\n","protected":false},"author":23,"featured_media":20050,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"ub_ctt_via":"","footnotes":""},"categories":[267],"tags":[211,516,517,518],"acf":[],"featured_image_src":"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/01\/How-to-Make-Your-Sales-and-Customer-Service-Work-Together-Without-Friction-1.jpg","author_info":{"display_name":"Shagun Sharma","author_link":"https:\/\/kylas.io\/en\/author\/shagun"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Make Your Sales and Customer Service Work Together?<\/title>\n<meta name=\"description\" content=\"A connection between sales and customer service teams can have a positive impact on your company. Find tips to align them inside.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kylas.io\/en\/blog\/sales-and-customer-service-work-together\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Make Your Sales and Customer Service Work Together?\" \/>\n<meta property=\"og:description\" content=\"A connection between sales and customer service teams can have a positive impact on your company. Find tips to align them inside.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/kylas.io\/en\/blog\/sales-and-customer-service-work-together\" \/>\n<meta property=\"og:site_name\" content=\"Kylas Growth Engine | Sales CRM Software for Small businesses\" \/>\n<meta property=\"og:image\" content=\"https:\/\/kylas.io\/en\/wp-content\/uploads\/2024\/01\/How-to-Make-Your-Sales-and-Customer-Service-Work-Together-Without-Friction-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"450\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Shagun Sharma\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Shagun Sharma\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"14 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"How to Make Your Sales and Customer Service Work Together?","description":"A connection between sales and customer service teams can have a positive impact on your company. 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