Up to 25% (!) conversion with outbound service instead of outbound sales!

We do ongoing outbound service calls for several web shops and mail order companies. Did you know that with a good outbound service campaign the conversion can be as high as 25%? Customers experience our actions as super customer friendly and often take advantage of our special offer.

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 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.

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 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.

Hoe werkt outbound service in de praktijk?

In practice, that means figuring out carefully what your customer needs and how you can add value through outbound service.

Case in point: 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 2^e 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.

Onze aanpak geeft klanten het gevoel dat u moeite voor ze doet. Dat u moeite doet om contact met ze op te nemen omdat ze anders iets zouden kunnen missen dat voor hen interessant is. Klanten ervaren deze gesprekken niet als een verkoopgesprek maar als een prettige, klantgerichte ervaring. Daarmee creëer je een prettige klantbeleving waardoor klanten in veel gevallen graag gebruik maken van u aanbod.

Is outbound service also something for you?

Do you have customers for whom you can come up with an action that adds value both to them and to you? Then outbound service is also interesting for you. We would like to see how we can use our expertise in the field of customer experience to set up an outbound service campaign for you as well.

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About us

Do you want really good customer service through the channels of your choice and at those times when it is desirable for your customers but can't manage to organize it yourself? Take a look at our blogs on outsource customer service, the benefits thereof also for low volumes and why your customer service is an essential part of your marketing. We can help you realize the perfect customer service. The joys, but not the burdens of good customer contact.

We can help you ensure that your customer service is good customer service. 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.

What our customers say about our services

 5/5

As a start-up, we were looking for a scalable solution for our international customer service. We then started a partnership with SpangenbergGroep. In the years that followed, we grew rapidly and SpangenbergGroep ensured that our customer service grew nicely along with us. From a few hundred interactions per month to a few hundred interactions per day across all possible channels. In particular, its flexibility and ability to completely unburden us have enabled us to grow from start-up to multinational.

"Our collaboration has now been running for almost 2 years and I must say it has exceeded my expectations. It is always difficult to convey product content knowledge remotely and this has also forced us to look at our own documentation and training courses. Working together has taught us, at least me, that it is unnecessary and actually undesirable to transfer all knowledge in this way. For instance, we now have comprehensive lists and work instructions, where before we built on the individual knowledge of our own team. Why go it alone when we know more together? In other words, why do it the hard way when it can be done together."

In our peak season, we had to deal with a large increase in customer inquiries. Since we operate in almost all European countries, this was a challenge. We started looking for a partner who could support us in Dutch, Spanish, Italian, German, French and English. In addition, we wanted support on telephony, e-mail, chat and ticketing. In the end, we chose SpangenbergGroep. We have now been working with them for 5 years. In the high season we need a lot of staff and in the low season a lot less.

We have our own internal call center where we handle much of our customer service inquiries ourselves. SpangenbergGroup is a flexible shell for us. We have a permanent staff and SpangenbergGroup's team supports us when it's busy. In this way, we avoid a queue for our customers. The employees of SpangenbergGroep carry out almost all tasks, which means that they fully participate as the first line. This gives us the flexibility to be easily accessible even when we are busy.

With our webshop, we wanted to expand into Germany. We ourselves did not have any German-speaking employees who could answer customer service questions. SpangenbergGroup is now helping us with German customer service so that we can simply provide good accessibility for our German customers as well.

Lees hier alles over outbound op wikipedia