Up to 25% outbound conversion with outbound service!

What is outbound service?

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 might be of interest to them.

Outbound service is to provide the customer with additional service 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.

How is it different from outbound sales?

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 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 thus create a natural cross-sell and/or upsell opportunity.

How does outbound service work in practice and how do you achieve high outbound conversion?

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 inform them that when processing the order we may make another offer with an extra discount for a 2^e product. Customers experience the contact as very attentive and in 25% of the cases they accept the offer and that without commercialising the conversation at any point.

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 out on something of interest to them. Customers experience these conversations not as a sales call but as a pleasant, customer-focused experience. By 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!