Peak Support: The ROI of customer support

An analytical guide to calculating and proving your customer service team’s return on investment, because spreadsheets don’t lie.

If you’re a customer service leader, chances are you’ve dealt with CFO's or other executives questioning the value of your team. Customer support teams are often seen as cost centers — a necessary function, but not something worth investing in beyond the bare minimum. Clinging to this perspective will inevitably harm your company in the long term.

This outdated mindset has far-reaching impacts, leading to overwhelmed and under-resourced support teams. Customer service leaders intuitively know this, but convincing your CFO and executive team requires a more strategic and data-based approach.

Here’s how you can unpack the return on investment (ROI) of customer service to build a compelling case for future investments in your department.

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