How to Turn a Customer Support Request into a Sales Opportunity

Every business owner knows that the customer service team is the heart of the company. But should this heart only beat to solve problems, or should it also pump blood to grow the business? Traditional support sees every ticket as a “cost,” with the goal of closing it as quickly as possible. The modern approach, however, sees every conversation as an “opportunity” for customer loyalty and revenue.

Vera.Support was designed to give your agents exactly this opportunity: the power to see a customer’s entire history on a single screen. But let’s hear from our customer, Sarah, on how this power changed the fate of her e-commerce site.

“I Realized My Support Team Was Actually My Best Sales Team”

Sarah, founder of a designer products e-commerce site and a Vera.Support customer:

“Everything was going well for us. My support team was hardworking, polite, and fast. They answered incoming questions instantly, solved problems, and ‘closed the conversation.’ Our metrics were good: fast response times, high resolution rates… But something felt wrong. There was a ‘but.’

For example, a customer named Mark wrote to us from our website. He asked, ‘Is the X accessory for this model compatible with device Y?’ My agent responded instantly: ‘Yes, sir, it is fully compatible.’ The customer said thanks, the chat ended. The ticket was resolved. But Mark did not buy that accessory.

I was seeing dozens of examples like this. People whose questions were answered but who didn’t make a purchase… My agents were doing their job: they were providing support. But they were missing an opportunity, a sales opportunity that was right in front of them. Because to them, Mark was just his current question. They didn’t know who he was, what else he had looked at on our site, or if he had another item forgotten in his cart. It was impossible for them to know.

The week after we installed Vera.Support, we had a similar moment. Mark wrote again, another technical question. But this time, there was a difference.

The moment my agent saw Mark’s question, on the right side of his screen, he also saw his entire story. He saw that Mark had viewed our ‘Pro Model’ product several times before, and that he had even added it to his cart a week ago and then forgotten about it… He saw it all in a single glance.

First, he answered the question professionally, as always: ‘Yes, Mark, the part you’re asking about is fully compatible with that device.’

But this time, he didn’t close the chat. He continued:

‘While we’re on the topic, I noticed you were also interested in the ‘Pro Model’ before. When you buy it with this accessory, you’ll get much better performance thanks to the ‘Pro Model’s’ Z feature. In fact, if you add both to your cart, I can apply a special 15% discount for you.’

Mark’s reply came in ten seconds: ‘That’s great, I had no idea. I’ll take them both then!’

That was a moment of enlightenment for me. My support team wasn’t just a problem-solving team. They were my most valuable sales team—the ones who knew the customer best, spoke to them at the right moment, and could offer them the perfect deal. The only thing they were missing was the right screen to see the customer’s story.

Vera.Support was what gave us that screen, that power. Now, every support request is a potential sale for us and, more importantly, a moment of loyalty that shows we truly understand the customer. Thank you, Vera.Support.”