Sales Management
We also offer marketing response, sales and sales support services for inbound calls. These services are not meant to be a source of full-fledged sales, but should be viewed as a soft-sell service at the point of technical support to keep end-customers buying more of your product or upgraded products. We have the necessary skills, processes and experience in place to provide the following inbound sales support services:
- Pre-sale technical support
- Inbound sales (Soft Sales, Up sell & Cross sell)
- Customer save / retention program
- Subscription management services
- Sales order registration & order fulfillment.
Pre-sale support
We resolve installation, connectivity and other software related problems during the pre-sales stage – for instance when consumers need technical support to understand a product better before making a buying decision or when customers need technical support to install and/or configure a product for trial. We can handle inbound enquiries either in the form of voice calls or email.
Inbound Sales (Soft Sales, Up sell & Cross sell)
We offer "up-selling" services for upgrades, add-ons or enhancements to a particular product or service. We also perform "cross selling" services for goods and services – allowing you to gain an increased share of the market. Functions performed by our executives include:
- Present recommendations to catch customers' attention -"Our experts suggest …," "Others who have purchased this have also bought …".
- Consistently position up-sells and cross-sells after successfully troubleshooting a customer query, when customer is in a stage of delight.
- Identify related items/services which are relevant to each product and offer the same in emails such as customer satisfaction survey emails.
- Package services & allied offerings such as extended warranties and more.
Customer Save / retention program
Industry experts report a positive correlation between customer service and loyalty. Good service builds loyalty and poor service destroys it.
It’s been our experience that if a customer problem can be corrected right away, and in the process of the correction, we empathize with the customer’s needs, he or she is bound to reach a stage of satisfaction. Effective support coupled with extraordinary customer management skills increases the chance of you turning your customers into repeat buyers.
We have tremendous experience with loss trend analysis and win-back implementation. We effectively deal with one of the most overlooked dimensions of managing customer loyalty - earning it back. Recently, our performance with save programs has yielded a 35% plus retention rate of individuals who have called with the intent to cancel the service to which they subscribe.
Subscription Management Services
For consumer service providers such as ISPs, VoIP and online entertainment providers, we can handle the entire breadth of subscription management services.
We offer support contract subscription enrollment services to many consumer clients. Our services include providing interested consumers with the technical, SLA and administrative details and benefits of a subscription and aiding in the registration process. We can also recommend and offer customers relevant upgrades, service packs, extensions, components and hot fixes when necessary.
Additionally we also offer inbound billing enquiry service where we can address such issues as:
- Helping customers understand their bill and offer necessary clarification about various charges.
- Helping customers with details of service usage and handle any disputed charges or billing errors on their bills.
- Explaining to customers the various options for paying their bill.
