A Start-up Indian business involved in operation of e-commerce wanted to boost its sales although they had an online portal. They resolved to provide the inbound call centre services to enhance on their sales outcome. Here’s how the company achieved success with this approach:
1. Identifying customer needs: The first strategic decision made concerned the identification of clients’ requirements and expectations. That is through the inbound call centre the company could get to know what their clients were searching for from them.
2. Personalized customer interactions: With inbound call centre services, the startup could give their customers the special attention they needed. The call centre representatives were taught how to identify each customer’s needs and develop pertinent solutions to his/her issues. As a result it further built up an impressions of the brand and increase the popularity of the brand among the customer.
3. Building trust through customer support: Having a reliable customer support team in practice, the company followed the customer questions and fulfilled their requests. This went a long way in establishing the company reputation and created loyalty with customers therefore promoting high sales.
4. Upselling and cross-selling: The employees of the inbound call centre had to be educated on how to look for opportunities to also cross and upsell. This way, the representatives could assist the customers in getting the best out of the services offered by company and use this as an opportunity to purchase more, meaning the average order value would skyrocket.
5. Handling complaints efficiently: The potentials of the inbound call centre services conveniently assisted in dealing with complaints from the consumers. This not only assisted in seeking loyalty from dissatisfied consumers but also in ‘chewing’ them over into loyal promoters.
6. Analysing sales data: The call centre representatives also had the functions of gathering crucial data referring to the customers’ behaviour, as well as selling activities. Such information enabled organizations to make massive and effective analysis of data in enhancing sales strategies.
7. Marketing campaigns: Through the inbound call centre services more potential customers were sourced and reached out to. Since customers had an interest especially in IT related products, posting or forwarding information about its products and services into this group could lead to potential sales.
8. Improved ROI: When inbound call centre services were incorporated into the mix the Indian startup was able to record a heightened sales performance. He says that they have been able to get a better ROI because of clients’ satisfaction and more sales, and better customer loyalty.
Hence, it can be said that Indian startup’s decision of building the inbound call centre services has had a contribution in the increase of sales. Through assigning close attention to customer needs, effectively addressing customer complaints, and making relevant decisions derived from the customers data, this ensured that the customer base was able to trust the company, enhance the satisfaction of the customers as well as leading to increased sales of their products.