You're about to invest in customer service software... but your management wants concrete figures. How can you prove that this investment will pay off? 💰
That's exactly what we'll be looking at in this comprehensive guide to the ROI of customer service software.
We'll explore how to accurately calculate your ROI, which metrics to track, how to present a solid business case to your management, concrete examples with real numbers, and best practices for maximizing your ROI over the long term.
Whether you're in the process of justifying a purchase, or want to measure the impact of existing software, this guide will give you all the tools you need. Let's dive in! 🚀
What is the ROI of customer service software?
ROI (Return On Investment) measures the financial benefit generated by an investment in relation to its cost.
Basic formula :
ROI = (Earnings generated - Investment costs) / Investment costs × 100
A simple example:
- Investment: €100,000 in customer service software
- Earnings generated over 12 months: €150,000
- ROI = (150,000 - 100,000) / 100,000 × 100 = 50%.
You've recouped your investment + 50% profit. Not bad! 😎
But here's the challenge: in the customer service context, it's difficult to assess the gains (or losses) directly linked to the use of the tool in a purely quantitative way.
Why? Because the benefits include tangible elements (reduced operating costs) AND intangible elements (customer satisfaction, retention, brand reputation).
This is precisely what we're going to explain in this guide.
Why measure the ROI of your customer service software?
1. Justify investment to management
Your CFO isn't going to release €50K on the basis of "it's going to be cool". He wants figures, forecasts, a solid business case.
2. Compare several solutions
Can't decide between Zendesk, Salesforce or Freshdesk? Projected ROI helps you make the right choice.
3. Continuous optimization
Measuring ROI allows you to identify what's working (and what's not) so you can adjust your strategy.
4. Proving the value of customer service
Too often, customer service is seen as a cost center. Calculating ROI shows that it's actually a profit center.
ROI calculation components
To calculate your ROI accurately, you need to identify :
- Costs (everything you spend)
- Earnings (everything you save or gain)
1. The cost of customer service software
Direct costs :
- Software license: monthly/annual subscription (price per agent)
- Installation/setup costs: integration, configuration, customization
- Team training: training sessions, agent training time
- Integrations: cost of connectors or APIs if required
- Maintenance: updates, technical support
Indirect costs :
- Migration time: data import, parameterization
- Learning curve: temporary loss of productivity during adoption
- Change management: supporting teams
Example of cost calculation (SME with 10 agents) :
- License: €50/agent/month × 10 agents × 12 months = €6,000
- Setup and integration: €2,000
- Training: 2 days × 10 agents × €300 (cost per agent per day) = €6,000
- Total cost year 1: €14,000
2. The benefits of customer service software
This is the most interesting (and often underestimated) part.
Tangible gains (easily quantifiable) :
a) Reducing operating costs
- Increased productivity: your agents process more tickets per day
- Automation: chatbots and workflows automate 30-50% of simple requests
- Tool consolidation: replace 3 tools with 1 = savings
Example:
- Previously: 1 agent processed 20 tickets/day
- After (with modern software + AI): 1 agent processes 30 tickets/day
- Productivity gains: +50
- Cost savings: you can handle the same volume with 33% fewer agents (or handle 50% more volume with the same team).
b) Reduced processing time
- Average Handle Time (AHT) reduced thanks to AI-suggested responses, 360° customer view, macros
Example:
- Before : AHT = 8 minutes
- After : AHT = 5 minutes
- 37.5% reduction
- On 10,000 tickets/month: savings of 500 hours/month
- At €30/hour: €15,000 saved/month
c) Reduced churn (customer retention)
- Excellent customer service reduces churn
Example:
- 1,000 customers, average annual ticket €600
- Front churn rate: 20% = loss of 200 customers = loss of €120,000/year
- Churn rate after (5-point improvement): 15% = loss of 150 customers = loss of €90,000/year
- Gain: €30,000/year
d) Increase in Customer Lifetime Value (CLV)
- Satisfied customers buy more, for longer
Example:
- CLV front: €1,800
- CLV after (more satisfied customers stay 6 months longer on average): €2,100
- On 100 new customers/year: savings of €30,000/year
e) Upsell and cross-sell
- A well-equipped customer service department can identify sales opportunities
Example:
- 10% of support interactions generate an average upsell of €100
- 10,000 tickets/month × 10% × €100 = €100,000 additional tickets/month
Intangible gains (harder to quantify, but real) :
- Improving customer satisfaction (CSAT, NPS)
- Enhanced brand reputation
- Reduce negative word-of-mouth
- Improved agent satisfaction (less turnover)
- Reducing stress and burnout
To find out more about measuring satisfaction, read our guide to measuring customer satisfaction.
How to calculate the ROI of your customer service software (step-by-step method)
Step 1: Establish your baseline (current situation)
Before you can measure impact, you need to know your starting point.
Indicators to capture :
- Number of tickets processed/month
- Average Handle Time (AHT)
- First Contact Resolution (FCR)
- CSAT and NPS
- Cost per ticket
- Churn rate
- Agent productivity (tickets/day/agent)
- Total customer service operating costs
Step 2: Calculate total costs
Add up all costs (direct + indirect) over the period studied (usually 12 months).
Example:
- Licenses: €6,000
- Setup: €2,000
- Training: €6,000
- Integrations: €1,000
- Total: €15,000
Step 3: Estimate gains (conservative approach)
Be conservative in your estimates to avoid disappointment.
Example of projected gains (SME, 10 employees) :
- Increased productivity (+30%): savings of 2 agents = €60,000/year
- AHT reduction (-25%): time savings = €10,000/year
- Automation (30% self-resolving tickets): savings = €30,000/year
- Churn reduction (-3 points): €18,000/year
- Upsell via support: €12,000/year
Total estimated savings: €130,000/year
Step 4: Calculate ROI
ROI = (Gains - Costs) / Costs × 100
ROI = (130,000 - 15,000) / 15,000 × 100 = 767%.
In other words, for every euro you invest, you get back 7.67.
Payback period:
15,000 / (€130,000 / 12 months) = 1.4 months
You recoup your investment in less than 2 months. 🔥
Step 5: Measure real results
After 3, 6 and 12 months, compare your projections with actual results.
KPIs to track :
- Agent productivity: tickets/day increased by X%?
- AHT reduced by Y%?
- CSAT increased by Z points?
- Automation rate reaches X%?
- Cost per ticket reduced by Y%?
Adjust your projections according to actual data.
Real-life examples of customer service software ROI
Example 1: E-commerce (scale-up)
Background :
- 30 agents
- Old system: emails + telephone in silos, no automation
- New system: Zendesk + Klark (generative AI)
Investment :
- Zendesk: €55/agent/month × 30 × 12 = €19,800
- Klark: included in the budget
- Setup + training: €10,000
- Total: €29,800
Results after 12 months:
- 43% of tickets automatically resolved by AI = savings of 13 agents = €390,000
- +50% productivity remaining agents
- CSAT increased from 72% to 89%.
- Response time reduced from 4 hours to 15 minutes
- Churn reduced by 2 points = €50,000 in revenue preserved
Total earnings: €440,000
ROI = (440,000 - 29,800) / 29,800 × 100 = 1,376%.
Payback: less than 1 month
Example 2: SME SaaS B2B
Background :
- 10 technical support agents
- Old system: scattered emails, no CRM
- New system: Freshdesk + knowledge base + chatbot
Investment :
- Freshdesk: €15/agent/month × 10 × 12 = €1,800
- Setup: €2,000
- Training: €3,000
- Total: €6,800
Results after 12 months:
- 70% of technical issues resolved without escalation = engineers freed up = €80,000 in avoided costs
- Resolution time reduced by 50% = increased customer satisfaction = churn reduced by 5 points = €30,000 saved
- Self-service knowledge base reduces volume by 25% = €20,000 saved
Total earnings: €130,000
ROI = (130,000 - 6,800) / 6,800 × 100 = 1,812%.
Payback: 19 days
Example 3: SME (multi-sector)
An SME has invested €15,000 in improving its customer service (new CRM, training and processes).
Over 12 months, they saw a 10% reduction in churn, representing €60,000 in preserved revenue.
ROI = (60,000 - 15,000) / 15,000 × 100 = 300%.
Key indicators for measuring ROI
1. Cost Per Contact
Formula: Total customer service costs / Number of tickets processed
Objective: to reduce it through automation and productivity.
2. Average Handle Time (AHT)
Formula: Total processing time / Number of tickets
Objective: Reduce it without sacrificing quality.
3. First Contact Resolution (FCR)
Formula: Tickets resolved on first contact / Total tickets × 100
Objective: Increase it (fewer repeat contacts = lower costs).
4. Automation rate
Formula: Tickets resolved automatically / Total tickets × 100
Target: 30-50% for simple requests.
5. CSAT (Customer Satisfaction Score)
Formula: (Satisfied customers / Total respondents) × 100
Impact: High CSAT correlates with increased retention and CLV.
To find out all you need to know about CSAT, read our guide: What is CSAT?
6. Net Promoter Score (NPS)
Formula: % Promoters - % Detractors
Impact: A high NPS generates positive word-of-mouth = lower customer acquisition costs.
7. Churn rate
Formula: (Customers lost / Total customers at start of period) × 100
Direct impact on sales: Each point of churn reduced = thousands of euros saved.
8. Customer Lifetime Value (CLV)
Formula: Average revenue per customer × Average customer lifetime
Objective: Increase it with exceptional service.
9. Agent productivity
Formula: Tickets processed / Agent / Day
Objective: Increase it with AI assistance tools.
10. Agent turnover rate
Formula: (Agents leaving / Total agents) × 100
Impact: Recruiting and training an agent costs €30-50K. Reducing turnover = massive savings.
How to maximize the ROI of your customer service software
1. Don't under-use your software
Many companies pay for features they never use.
Action: Quarterly audit of activated vs. available functionalities. Train your teams on untapped functionalities.
2. Invest in continuing education
A well-trained agent is 2-3x more productive.
Action: Monthly training sessions, sharing of best practices, certifications.
3. Intelligent automation
Automate repetitive, low-value-added tasks, freeing up agents for complex cases.
Action: Deploy AI chatbots + automated workflows. At Klark, we automate 43% of tickets.
4. Integrating generative AI
Generative AI (like GenAI) is transforming customer service.
Impact:
- +50% agent productivity
- -40% reduction in resolution time
- Improved response quality
5. Continuous measurement and optimization
ROI isn't static. Track your KPIs, identify friction, adjust.
Action: ROI Dashboard with real-time metrics. Monthly review with the team.
6. Create a customer-centric culture
Tools are not enough. Your teams must believe in the importance of customer service.
Action: Share success stories, celebrate victories, involve the whole company.
7. Choose the right software from the start
The wrong choice = negative ROI.
Action: Test several solutions, involve z agents in the choice, check integrations.
See our guide to choosing a CRM for call centers.
How to present ROI to your management (business case)
You've made your calculations. Now it's time to convince.
Structure of a solid business case :
1. Executive Summary
- Projected ROI in one sentence: "For every euro invested, we will recover €8 in 12 months".
- Payback period: "Investment recovered in 2 months".
2. Current problems (baseline)
- Overworked agents, limited productivity
- Response time too long (CSAT down)
- No automation (high costs)
- Calculate current costs
3. Proposed solution
- Which software?
- Why this one?
- Detailed costs
4. Projected benefits (conservatives)
- Tangible, quantified gains (productivity, automation, retention)
- Intangible gains (satisfaction, reputation)
5. ROI calculation
- Formula
- Results
- Payback period
6. Risks and mitigation
- Risk: difficult adoption → Mitigation: intensive training
- Risk: complex integration → Mitigation: publisher support
7. Deployment plan
- Timeline
- Phases
- Resource requirements
8. Monitoring KPIs
- How will we measure success?
- How often?
9. Recommendation
- Call to action: "We recommend investing in [solution] for a ROI of X% over 12 months."
Mistakes to avoid when calculating ROI
Mistake #1: Overestimating gains
Be realistic and cautious. It's better to underpromise and overdeliver.
Mistake #2: Forgetting hidden costs
Training, learning curve, migration time... it all counts.
Mistake #3: Measuring only costs, not gains
Customer service generates value (retention, upsell, reputation). Put a figure on it.
Mistake #4: Failing to establish a baseline
Without a starting point, it's impossible to measure improvement.
Error #5: Stop measuring after deployment
ROI needs to be monitored on an ongoing basis, not just at launch.
The impact of AI on the ROI of customer service software
In 2025, AI is no longer optional. It's the #1 lever for maximizing ROI.
Impact of generative AI on ROI:
- Massive automation: 30-50% of tickets resolved automatically
- Agent productivity doubled: thanks to real-time AI suggestions
- Improved quality: precise answers based on your knowledge base (no hallucination with RAG)
- 24/7 availability: instant support without hiring
- Multilingualism: global support without multilingual agents
Klark is a case in point:
- Investment: included in your existing CRM (Zendesk, Salesforce, etc.)
- Typical results: +50% productivity, 43% automation
- Average ROI: 800-1500% over 12 months
- Payback: 1-2 months
AI transforms customer service from a cost center to a profit center. To find out more, read our guide to AI in customer relations.
Short-term vs. long-term ROI
Short-term ROI (0-6 months)
- Automation of simple tasks
- AHT reduction
- Increased productivity
Savings: 20-40% of operating costs
Medium-term ROI (6-18 months)
- CSAT and NPS improvement
- Reducing churn
- CLV increase
Gains: 50-100% extra
Long-term ROI (18+ months)
- Transformed corporate culture
- Enhanced brand reputation
- Sustainable competitive advantage
Gains: Incommensurable (but real)
The best investments in customer service generate exponential ROI over the long term.
Why Klark maximizes your ROI
At Klark, we've built the most cost-effective AI solution for customer service:
- Ultra-fast deployment: up and running in hours (no lengthy IT projects)
- Native integration: Zendesk, Salesforce, Freshdesk, Gorgias, Front
- Success-based pricing: you only pay for successfully resolved tickets
- Guaranteed ROI: payback in 1-2 months on average
- Proven results: +50% productivity, 43% automation
- Zero hallucination: thanks to RAG (answers based on YOUR data)
We don't just sell software. We guarantee ROI.
Ready to maximize your customer service ROI?
The ROI of customer service software is no longer a mystery. You now have all the keys to calculating, presenting and maximizing it.
Key points to remember :
- ROI = (Gains - Costs) / Costs × 100
- Gains include: productivity, automation, retention, CLV, upsell
- The best software generates ROI of 500-1500% over 12 months
- Typical payback: 1-3 months
- Generative AI is the #1 lever for maximizing ROI
- Measure continuously and optimize
- Create a solid business case to convince your management
Would you like to calculate Klark's ROI for your company? Request a demo and we'll show you your projected ROI in just a few minutes.
Because investing in customer service is not an expense. It's the most profitable investment you can make. 💰🚀
About Klark
Klark is a generative AI platform that helps customer service agents respond faster and more accurately, without changing their tools or habits. Deployable in minutes, Klark is already used by over 50 brands and 2,000 agents.
