Why Customer Support Should Be Treated as a Growth Engine
Chief product officer Filip Jaskólski argues that great customer service drives revenue, reduces churn and should be seen as an offensive strategy rather than a cost center.
Filip Jaskólski, chief product officer at Text, shared his belief that customer support functions as a revenue lever, not merely a defensive operation. He described the company's strategy of converting chats, tickets and messaging into sales or qualified leads, which he says lowers churn and boosts repeat-purchase value. According to Jaskólski, the most effective experience pairs AI handling of routine queries with human agents who provide empathy and nuanced judgment, especially when customers are upset.
He cautions against over-optimizing for speed or automation, recommending metrics that track satisfaction, loyalty and direct revenue outcomes. The approach, he argues, aligns service and sales teams so every interaction builds trust and future earnings. Ultimately, treating support as an offensive growth tool can give companies a competitive edge.
Why it matters
Viewing support as a revenue driver can help firms increase sales and keep customers longer.
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