Upselling and cross-selling:
Upsell is an offer to a customer of a more expensive or improved
version of a product or service than he or she initially chose. For example, if a customer signs up for a communication tariff plan, the operator may offer him or her an slovenia email list 262946 contact leads option with a larger volume of Internet or free calls abroad.
Cross-selling is an offer of additional products or services that may be useful to the client. For example, when connecting corporate IP telephony, the operator may offer a CRM system or a call tracking service.
The main rule of successful upselling is the relevance of the offer. The operator should not simply impose additional services, but identify the client’s needs and offer him truly useful solutions .
How operators can sell more effectively
Use purchase history and CRM data to offer personalized solutions to the customer.
Highlight the benefits of a product or the 48 best email subject lines that get opened service rather What operators offer than simply listing features.
Work with the client’s objections, explaining why he really needs the additional offer.
Use scripts , but don’t read them mechanically, but adapt them to the dialogue.
Working with passive clients: reactivation and retention
Passive clients are those who have stopped using the company’s services or do so rarely. Often, they do not even realize that they phone database could get more benefit from cooperation. Contact center operators can reactivate such clients by offering them favorable conditions or reminding them of new opportunities.
How to Retain Customers Through a Contact Center
Analyze behavior – if a client has not contacted the company for a long time, the operator can call him and offer current conditions.
Use personalized promotions – discounts, bonus packages or special offers can bring the customer back.
What operators offer Ask for feedback – sometimes the reason for passivity lies in the inconvenience of using the service or lack of information.
If a contact center uses CRM data and predictive analytics, agents can predict when a customer is about to leave and make personalized offers in a timely manner.