Improve the customer
experience while driving sales
Businesses typically view care engagement centers as pure costs. The reality is that support associates engage in millions of interactions every day and have the opportunity to provide added value to customers through product offers and recommendations.
Every customer interaction
provides an opportunity for growth
Through upselling, value selling, and cross selling programs, our Service to Sales solutions provide a natural extension to the customer lifecycle. Our best practices combine proprietary tools, playbooks, and management processes to unlock revenue potential in customer care interactions, turning cost centers into profit centers.
- Talent acquisition
- Training that leverages simulated learning
- Custom sales playbook
- Adaptive coaching methodology
- Performance management
- Technology enablers featuring speech and desktop analytics
- Rewards for top performance
- Scalable sales processes
- Customized solutions tailored to customer journey
Selling is good service
Service to Sales provides an operational model to drive revenue and offset costs in engagement centers without hurting the customer's experience. From making strategic product recommendations to targeted offers based on a customer’s predicted behavior, forward thinking businesses can increase Customer Lifetime Value by intelligently transitioning care interactions into revenue generating experiences through personalized interactions that enhance the customer’s experience.
- Provide Next Best Action/Next Best Offers based on a customer's previous purchases or behaviors
- Get the pitch right with Dynamic Scripting, which incorporates sentiment and speech analysis
- Leverage advanced analytics to predict how likely a customer is to make a purchase
- Prevent customer churn before it happens with automated journey management tools
The probability of selling to an existing customeris 60-70%, vs 5-20% for a new prospect.
Service to Sales Solutions
Turn-Key Operational Model
Leverage training, coaching, and reporting to shift care associates into ‘super-care’ associates.
Real-Time Dynamic Guidance
Empower the team with the right responses for the right situations
Service to Sales Technology
Know what and when to sell with automated and personalized engagements.
Next Best Action
Deploy our analytics engine to custom tailor every offer to each unique customer.