ROI of Tech Support Calculating the ROI of technical support is not as difficult as it may seem at first glance. We have collected four methods for different situations. We explain the difference between the methods and perform calculations in this article.
- What is ROI
- Why Calculate the ROI of Technical Support
- How to calculate the ROI of technical support
- Control your ROI
What is ROI ROI of Tech Support
Let’s start by comparing notes: ROI (from English return on investment), or return on investment, is an indicator that reflects the benefit of oman whatsapp data resources. The index is expressed as a percentage and helps determine what works effectively in the company and what needs to be improved.
The easiest way to calculate ROI is for the sales department. Calculate using the formula:
Changes in the team’s work are visible it provides convenient tools for writing immediately: the more money a manager brings in, the better his salary pays off. Calculating ROI for a support service is more difficult, but no less important.
Why Calculate the ROI of Technical Support
High-quality communication with the client list of us mobile phone numbers sales and increases LTV — the lifetime value of the customer. 52% of consumers make an additional purchase if they are satisfied with the communication with the support service.
The support department also affects churn, the customer churn rate. It can be reduced by 67% if you solve customer problems at the first contact.
In addition, a regular customer brings the company, on average, 67% more money than a new one, despite the fact that customer retention is 5 times cheaper than acquisition.
Technical support indirectly affects many of the company’s KPIs. If you understand how to correlate investments in the support department with the income it brings, you will be able to optimize the work of employees and save money.
How to calculate the ROI of technical support
Typically, a team’s ROI is calculated using the formula:
This is the simplest calculation option. It is great for sales departments, but in the case of support, some difficulties arise. Let’s look at the example of a fictitious service “Fitness in socks”, which offers a monthly subscription to online training for 10,000 rubles per month.
The company’s technical support team consists of 3 people with. A salary of 50 thousand each – that is, the payroll is 150,000 rubles (salaries were from the HH.ru website).