WHY SERVICE MATTERS DAVE MCCARGAR RAHUL SHIRGOPIKAR DIRECTOR OF CUSTOMER SUPPORT HEAD OF PRODUCT MANAGEMENT This section could be titled “The risks of not having great customer SKUID AND CUSTOMER SUCCESS SMS-MAGIC service,” as it highlights both the benefits to your brand when you deliver a great customer experience, and the potential pitfalls if you Time and time again, we hear that Companies who don’t follow don’t. Our experts discussed both the opportunities and the risks to service, in particular, has become communication trends, such delivering great service. one of the biggest differentiators as preferred channels of when deciding on a solution or communication, will face hard staying with a brand over time. times in acquiring and retaining SaaS companies, in particular, who customers, and these customers will deliver proactive, right-sized services move to other companies. When increase their chances of renewal you match up their expectations, and expansion opportunities. they act as an influence for your Those that don’t employ this level company. of service experience more churn, and in turn spend more money acquiring new customers, as opposed to maintaining, growing, and expanding their existing customer base. 15