Service to Sales
Turn service conversations into sales
opportunities
by delivering relevant
offers at the right moment.
Exceptional service drives exceptional sales opportunities
Service to sales provides an operational model to drive revenue and offset costs in engagement centres without hurting customer experience. Support associates engage in millions of interactions every day and have the opportunity to provide added value to customers through product offers and recommendations. Forward thinking businesses can increase customer lifetime value by intelligently transitioning care interactions into revenue generating experiences through personalised interactions that enhance the customers experience. Our service to sales experts will help you leverage advanced sales analytics to predict how likely a customer is to make a purchase, help prevent customer churn with automated journey management tools, and increase topline revenue through maximised revenue per interaction and cross sell of services.
Turn a cost centre into a strategic revenue driver
74%
of people are likely to switch brands if purchasing process is too difficult.
Salesforce
5 to 25x
more expensive to acquire a new
customer than to keep a current one.
Harvard Business Review
64%
of people find customer experience
more important than price.
Gartner
Service to sales solutions
Every customer interaction provides an opportunity for growth
Turn-Key Operational Model
Leverage training, coaching, and reporting to shift care associates into "super-care" associates.
Next Best Action
Deploy our analytics engine to custom tailor every offer to each unique situation, based on a customer's previous purchases or behaviors.
Service to Sales Technology
Predict how likely a customer is to make a purchase and know what and when to sell with automated and personalised engagements.
Real-Time Dynamics
Get the pitch right with dynamic scripting, which incorporates sentiment and speech analysis to empower the team with the right responses for the right situations.
Integrated approach to creating a high
performing service to sales culture
1. Customised Solutions
2. Talent Acquisition
3. Training
4. Performance Management
5. Technology & Analytics
6. Rewards & Recognition
7. Scalable Sales Processes
What shifts with a service to
sales tech solution
Traditional Service
Lack knowledge of customer health
No ability to personalise offers based on data insights
Hindered ability to anticipate customer needs/wants
Lack formal training on consultative selling
No ability to influence the number of inbound customer care interactions that are high value customers or have high probability to generate revenue
Try to save customers that want to cancel service
TTEC's Service to Sales
Analytics support to provide the next best offer at the right time
Predict offers that enhance CX and increase CSAT
Focus on NPS/CSAT and Customer Lifetime Value
Balanced Scorecard with CX metrics and Revenue
Leadership & associates trained and coached to enhance CX through both service and selling
Monitor customer health to manage Customer Lifetime Value, and consumer perception of brand
Automate customer success plays to build brand value
Increase higher value inbound interactions
Improve customer retention and brand through proactive churn detection
Engagement opportunities happen
across the customer lifecycle
