We do ongoing outbound service calls for several web shops and mail order companies. Did you know that with a good outbound service promotion the outbound conversion can be as high as 25%? Customers experience our actions as super customer friendly and often make use of our special offer.
We deploy outbound service as a means to positively influence the customer experience and as a cross-and- upsell opportunity. The idea is that you call customers who order regularly or who have just ordered to inform them about an offer that may be of interest to them.
Outbound service is to provide additional service to the customer through an outbound contact. Service in the sense that the customer sees the contact as added value and the contact with that customer thus makes a valuable contribution to the customer experience.
The difference between outbound sales and outbound service is the difference in approach. Surely, outbound sales are often ongoing projects in which cold, or even hot, calls are made. The goal is not just selling. Outbound service is much more about informing existing customers about a promotion, discount, new product or service that is of interest to them. Outbound service is also much more about determining target groups and an appropriate action. With outbound service you inform your customer and create a natural cross, - and or upsell opportunity.
In practice, that means figuring out carefully what your customer needs and how you can add value through outbound service. The better the campaign is thought out the better the outbound conversion.
A real-life example: For a webshop, we call all orders within a certain product category. We call the customer to thank them for their order and indicate to them that we may make another offer with additional discount for a 2e product. Customers experience the contact as very attentive and in 25% of the cases they accept the offer and that without at any point commercializing the conversation.
Our approach makes customers feel that you are making an effort for them. That you make an effort to contact them because otherwise they might miss something that is of interest to them. Customers experience these conversations not as a sales call but as a pleasant, customer-focused experience. In doing so, you create a pleasant customer experience that, in many cases, makes customers eager to take advantage of your offer. This ensures a much higher outbound conversion rate!
We are SpangenbergGroup! And we can help you make your customer service an good customer service to make. Just good customer service where the basics are in order. Where customer contacts add value to the customer experience. We relieve you in the area we are good at (customer service) so you can concentrate worry-free on what you do best. Sound good? Get in touch.
With over 25 years of experience in the field of optimizing customer contact and customer experience SpangenbergGroup can help you. The optimize customer service or outsource? Use the form or see our contact page.
Also with other questions about customer contact and customer service you can always contact with us!
Get in touch io. We will be happy to look into it with you!