How CPQ Software Can Improve Your Customer Service

No matter what kind of business you run, customers are your most important resource. As any business owner knows, it’s always easier to retain an existing customer than it is to attract a new one. Because of this, you need every advantage you can get when it comes to providing superior customer service compared to your competitors. Even if you can’t offer the best price, this can still be the deciding factor in your favor, as the vast majority of customers state that customer service is an important part of deciding whether to be loyal to a brand.

If you’re running a business that sells customizable products, then you owe it to both yourself and your customers to utilize configure, price, quote software. Also known as CPQ software, these solutions make it simple for you to explain options to customers and helps cover the gaps between quoting and ordering complex products, freeing up your customer support team to deal with other tasks. Here are just some of the best ways CPQ can revolutionize your customer service.

Convenient Customization and Visualization

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The booming e-commerce industry has made customers used to near-instantaneous ordering and getting their products quickly, just the way they want them. You’ve likely ordered shirts, shoes, or other clothing from online sellers before. After you select the product, there’s usually options to change the size and color of the item. While simple, this is a great example of product customization, and even B2B customers have come to expect this kind of convenience from their vendors.

In the past, a customer service rep would have needed to guide a customer through the customization process to help them find options to fit their needs—a process that was time-consuming for all involved. Now, with modern CPQ tools, users can simply use an intuitive menu to see their configuration options. With real-time data visualization, customers can also immediately see how their configurations change the design of the product, greatly simplifying the entire process.

Accurate Quotes the First Time

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In addition to seeing visual changes to the product itself, a CPQ solution can also update the price of the product in real-time, so customers can see exactly where their money is going. One of the most frustrating things about the sales process for complex products is when a quote isn’t precise and the price of the product is different when it comes time to place the order. This, understandably, leads to questions from the customer and difficulty for the sales rep.

With automated pricing for every product configuration, errors in the quote process are a thing of the past. You can even break into a global market with multi-currency support. Professional sales documents and specification sheets can be generated for every quote, so you’ll know your salespeople always put forth the best possible image for your company.

Personalization for Each Customer

Personalization for each customer - CPQ Software

These days, customer service isn’t just about efficiency. It’s also about providing a unique and memorable experience for each customer. Similar to how customer support teams in call centers use a CRM solution to build relationships with customers, you can use your CPQ system to focus on individual customer journeys.

For example, you can use past customer data to provide configurable products that match each customer’s preferences and apply discounts and special offers during the pricing stage for loyal customers.

Over time, you can create even more specific offers based on long-term buying patterns to offer even better solutions to your customers. With memorable, positive experiences on your side, buyers will be eager to return to your business, and your competitors will have their work cut out for them.


Interesting related article: “What is Customer Service?”