Exceptional service drives
exceptional sales opportunities
Service to sales provides an operational model to drive revenue and offset costs in engagement centers 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 or service offers and recommendations. Forward thinking businesses can increase customer lifetime value by intelligently transitioning care interactions into revenue generating sales support experiences through personalized interactions that improve customer satisfaction. Our service to sales experts will help you leverage advanced sales analytics to predict how likely a customer is to make a purchase. Additional services include helping you prevent customer churn with automated journey management tools, creating customized services offerings that meet real-time customer needs, and increasing topline revenue through maximized revenue per interaction and cross sell of services.
Most customer service call types have the potential for a sales opportunity. But not all opportunities are created equal, and the wrong sales message at the wrong time can create a negative experience. AI-based conversational and behavioral intelligence creates a foundation of personalized insight to know why, when, and how to start a sales conversation during a service interaction based on value, not pressure. Sales will naturally follow.
Service to sales solutions
Sales and service teams to help turn every customerinteraction into 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
Use AI to predict how likely a customer is to make a purchase and know what and when to sell with automated and personalized engagements.
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.
Cross-sell & upsell
Increase the lifetime value and incremental revenue of customers by tailoring offers to complement and enhance their satisfaction and grow customer loyalty.
Inside Sales as a Service
Our sales outsourcing teams utilize the most advanced marketing, sales, and automation technologies to help you gain customers, improve customer loyalty, and increase customer lifetime value.
Integrated approach to creating a high
performing service to sales culture
1. Customized Solutions
2. Talent Acquisition
4. Performance Management
5. Technology & Analytics
6. Rewards & Recognition
7. Scalable Sales Processes
What shifts with a service to
sales tech solution
Lack knowledge of customer health
No ability to personalize 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
The people, processes, and platforms to optimize your
contact centers and improve customer experiences
Turning service interactions
into sales opportunities
Today’s consumers are looking for engaging, one-on-one customer touch points– not marketing messages designed for the masses. That’s why, instead of overspending on traditional marketing strategies, savvy organizations are working hard to design service to sales programs within their call centers. In this strategy guide, discover how to build a successful service to sales program that turns service interactions into sales opportunities, increases customer lifetime value, and drives revenue growth.Get the Strategy Guide