How a Well Trained Call Center Support Team Can Grow Revenue for Online Retailers
What does it take to really excel in customer service and help increase sales? We have four great tips in this article that can help you realize your sales goals. In over thirty years of call center business, we have seen these techniques work time and time again for our clients! Learn more about our Retail and eCommerce support.
Retailers constantly pour over sales data and other metrics looking for anything with a chance to lift revenue. Even minor changes like tweaking ads in a PPC campaign or the form fields on landing pages can have a real impact on results. There is always something more that can be done.
At the same time, often overlooked is the benefit a well-trained customer service team can offer. How your staff is trained and incentivized can make a substantial difference in driving additional profits. And, even with great promotions, targeted advertising, and interesting products, retailers need to leverage every advantage they can find.
Research bears this out. According to Nimble, 86% of customers will pay more for great customer service, and 40% will buy more when they do. On the flip side, almost 90% of consumers will go to a competitor after receiving poor customer service – so there is a severe penalty to getting it wrong.
Many retailers are finding that providing an exceptional customer experience and boosting revenue can come through better customer service support. Here are some ways.
Upsell/Cross Sell with Customer Support
Many customer interactions offer an opportunity to grow revenue through your customer service team while simultaneously solving the customer’s issue. For example, if the customer has a need that has not been met, there may be an opportunity to sell additional services. Customer support reps who are trained to listen well to the customer are better able to determine if they are a candidate for an upsell or cross sell.
Hire for Attitude
Businesses can have problems if customer call center staff is hired based only on job history. Important, yes, but hiring employees that understand how to sell while being friendly will engage customers better. This takes the right mix of empathy to make the customer feel at ease, with the skill and incentive to identify additional selling opportunities without the customer perceiving it too strongly.
Make it Easy for the Customer
Customer loyalty is driven by reducing the amount of work the customer has to do, whether they are making a return or calling with a complaint. The more steps that are removed from the process to get a problem resolved, the better experience for the customer. Customer reps need to recognize when expediency with issue resolution needs to take precedent over trying to upsell sometimes.
Reciprocity Increases Retention
Reciprocity, which is the idea that if someone does something nice for you, you will return the favor, does drive sales. This concept can be applied to retail sales. Giving customer support reps the authority to offer small concessions or give something for “free” will go a long way with customers and pay dividends in the long run.
Live customer support – whether provided on the phone or through chat or email – is a chance to not only help a customer, but create additional revenue. Call center support reps who are trained to spot and take advantage of cross selling and upselling opportunities are an untapped stream of incremental revenue many retailers overlook.