Totango

AUGUST 14, 2020

Having service levels in accordance with your customers and knowing, for example, it’s time for our monthly health check with customer x today. We have Account Managers that are accountable for the cross-sells, upsells, and renewals with our customers. They can also just see where are we with our planned engagement.

Accountability 158

Accountability Feedback Sales Upselling 158

CSM Practice

NOVEMBER 4, 2020

However, business growth cannot be achieved by simply implementing upsell and cross-sell strategies. Upsell Campaign : Low-touch focused and discount-driven expansion campaign. Veriforce drove a deeper adoption and higher value for customers that also resulted in several new opportunities for upsell. The Upsell Campaign.

Upselling 75

Upselling Sales Accountability Service level 75

Quality Contact Solutions

JANUARY 27, 2022

Tailor quality monitoring programs around a set of predetermined points, designed to ensure specific areas are touched on and maintain acceptable customer service levels. Increase Sales by Upselling. Upselling is another common technique to increase sales but cannot be rooted in the sole purpose of increasing sales.

Sales 98

Sales Upselling B2C Best practices 98

Monet Software

JULY 30, 2019

Cross selling and upselling are opportunities too often missed in the course of a call center shift. Perhaps some upsells work better with older customers, or with males. Perhaps some upsells work better with older customers, or with males. Now you can customize upsells and cross-sells based on each customer’s response.

Analytics 69

Analytics Call Center Upselling First call resolution 69

TechSee

SEPTEMBER 24, 2019

When Sales renews a service contract, Marketing must be made aware of the transaction so their messaging can be tailored appropriately. If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed. If Sam was a VIP once, he should be a VIP next time too.

Customer Experience 150

Customer Experience Self service Banking Analytics 150

CSM Practice

JULY 6, 2020

On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell. Upsells is a basic form of account expansion. and $0.27, respectively. 3. Bundles.

SaaS 71

SaaS Upselling Accountability Sales 71

CSM Practice

JULY 6, 2020

On the other hand, the median cost of acquiring the ACV dollar for plan expansions and upsells is only about $0.20 There are three types of expansion selling plays you can make for your installed customer base: 1. Upsell. Upsells is a basic form of account expansion. and $0.27, respectively. 3. Bundles.

SaaS 71

SaaS Upselling Accountability Sales 71

Talkdesk

MARCH 12, 2021

Offering a 100% uptime service level agreement (SLA) to its customers, Talkdesk has garnered the trust of over 1,800 innovative companies around the world, including IBM, Acxiom, 2U, Trivago and YMCA. It reduces the call centers average cost per case and improves upsell opportunities. Speech Analytics.

Call flow 91

Call flow Abandon rate Contact Center industry standards 91

Taylor Reach Group

MARCH 10, 2020

The better customer retention is, the more customers you have to generate revenue and upsell to. There are a number of reasons, but studies have shown that loyal customers purchase more often and spend more.

Customer Experience 123

Customer Experience Journey mapping Customer retention Chief Customer Officer 123

Hodusoft

APRIL 24, 2025

24/7 Availability and Automation AI-driven chatbots and self-service portals ensure that customers can get help anytimewithout waiting for business hours. This boosts customer satisfaction while keeping service levels high even during peak periods.

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

Callminer

SEPTEMBER 14, 2020

Business analysts can drive an incentive by optimizing an assortment of business processes, from better staffing management, to progressively productive contact distribution and increasingly viable upselling. They offer the capacity to conduct behavioral analysis of clients based on real-time data.

Call Center 182

Call Center Analytics First call resolution Metrics 182

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . As a customer success professional in 2021, you understand the critical importance of strong, lasting customer relationships.

Benchmark 59

Benchmark Upselling SaaS Customer centricity 59

Ann Michaels and Associates

SEPTEMBER 24, 2019

This also gives insight into whether your employees are upselling/cross-selling other products or services offered by your company that may be important to the customer. Use the web contact form to inquire about products or services. And you can experience what it feels like to be an actual customer.

B2B 49

B2B Inbound sales Upselling B2C 49

Aspect

JANUARY 21, 2019

Ability to communicate with software applications in any channel: Voice, SMS, web chat, or digital assistants like Amazon Alexa make it easy to quickly schedule a vacation day or determine yesterday’s service level (for supervisors).

contact center workforce 75

contact center workforce Morale Contact center software Contact Center 75

Global Response

JULY 17, 2023

Analysis of call data and customer preferences can also allow call centers to more accurately identify relevant cross-selling and upselling opportunities, which allows your team to make the most of every phone call.

Call Center 62

Call Center outsourcing Upselling Self service 62

CSM Practice

FEBRUARY 12, 2020

Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells. Many companies upsell after their customers express a need for additional services. Thinking Ahead.

Upselling 52

Upselling Customer centricity Sales Accountability 52

TeamSupport

AUGUST 16, 2019

SLAs (Service Level Agreements) – Regardless of the industry, responding back to customers in a timely and consistent manner is important. Aggregating business data from multiple sources isn’t just a great way of keeping customers happy, it’s also ideal for creating successful upsell opportunities.

Customer Support 63

Customer Support Management Upselling Sales 63

Global Response

MAY 1, 2023

This can be marketing and sales related, or it can be related to service and support. Teams who want to outsource manual sales efforts—like lead generation and upselling—should also consider outsourcing to optimize resources and get faster results. These call centers may handle phone, email, SMS, social media, and more.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

Hodusoft

AUGUST 8, 2024

More Room for Cross-Selling and Upselling Opportunities Cross-selling means selling related or supplementary products to customers. Upselling means selling higher-end variants of a product to customers. Inbound call centers can enhance the prospects of cross-selling and upselling by leaps and bounds.

Call Center 52

Call Center call center software Abandon Call Upselling 52

Calltools

JANUARY 19, 2022

Collecting data from CRMs can help agents learn about a caller’s contact details, behavior, hobbies and purchasing habits, resulting in improved customer service and upsell and cross-sell opportunities. . This gives agents additional insights into the customer lifecycle. IVRs and AI. Omnichannel.

Contact Center 52

Contact Center Interactive Voice Response Chatbots Abandon rate 52

Global Response

JULY 3, 2023

Brands like Chewy have nailed this aspect of customer service, regularly sending flowers, handwritten notes, drawings of people’s pets and pet toys to their customers after a customer service interaction. Maybe you’ll even let them try your product to see if they’re like it, or buy them one of their own.

Call Center 62

Call Center outsourcing Customer centricity Upselling 62

Cincom

MARCH 6, 2020

MSPs offer service levels ranging from highly specific to more generalized descriptions. An MSP might offer payroll services to small businesses, or they may offer generalized IT services for medium-size medical clinics. Cross- and Upselling Potential. The Pareto Principle for MSPs. Market and Solution Emphasis.

Management 66

Management CRM Sales Metrics 66

Ann Michaels and Associates

MAY 9, 2023

When you are in the business of evaluating customer services levels for your clients, you tend to notice the details. I placed my order after waiting in line and there was no upsell or cross sell at the register. Is there music playing? How easy/hard is it to figure out the menu options? I was never greeted.

Customer Experience 52

Customer Experience Customer Service Technical Support Upselling 52

Quality Contact Solutions

DECEMBER 31, 0001

An outsourced inbound call center can add a level of expertise and professionalism to your business without the burden, expense, and difficulty of managing it. Additionally, an inbound call center can also offer upselling or cross-selling efforts, lead generation, appointment setting, and data clean up services, to name a few.

outsourcing 40

outsourcing Call Center Telemarketing B2B 40

Quality Contact Solutions

DECEMBER 31, 1969

An outsourced inbound call center can add a level of expertise and professionalism to your business without the burden, expense, and difficulty of managing it. Additionally, an inbound call center can also offer upselling or cross-selling efforts, lead generation, appointment setting, and data clean up services, to name a few.

outsourcing 40

outsourcing Call Center Telemarketing B2B 40

Ann Michaels and Associates

JUNE 11, 2018

This also gives insight into whether your employees are upselling/cross-selling other products or services offered by your company that may be important to the customer. Use the web contact form to inquire about products or services. And you can experience what it feels like to be an actual customer.

B2B 40

B2B Inbound sales Upselling B2C 40

Global Response

MARCH 13, 2024

Market research and customer insights : CX outsourcing companies can also gather customer feedback, assess satisfaction levels, and provide insight into customer preferences and behaviors. Define clear objectives and expectations : Establish comprehensive service level agreements (SLAs) and determine key performance indicators (KPIs).

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

Monet Software

OCTOBER 10, 2019

Beyond that, if your agents are truly doing an excellent job, they will begin cross-selling and upselling customers who originally called in due to a negative experience. Service Level. Properly trained employees and satisfied customers will play a big part in growing that bottom line. Take the First Step Towards a Solution.

Contact Center 54

Contact Center Management Average Handle Time Call Center 54

JivoChat

AUGUST 24, 2021

Conversation ratings are a type of customer service metric that assigns a satisfaction rating to each customer resolution. The higher the rating, the better your team handled the customer’s inquiry regarding speed, service level, and helpfulness. Upsell and Cross-Sell Frequencies. Aiza Coronado. Petra Odak.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59

Global Response

JULY 23, 2023

As a result, language barriers decrease or are eliminated altogether, aiding in communication and improving service levels and customer experiences. Working with an established and reputable call center can not only match your current service levels, but even exceed them. How can call centers provide personalized service?

Call Center 62

Call Center outsourcing Bilingual agents Service level 62

Cincom

JANUARY 30, 2025

Key Benefits: Enhanced customer satisfaction and retention by aligning services with individual preferences. Increased revenue due to increased upselling opportunities. Encourages customers to explore additional services that the business offers. Ensures consistent service levels, even during periods of rapid growth.

Personalization 40

Personalization CRM Analytics Chatbots 40

Eptica

DECEMBER 4, 2015

Customers are not happy with service levels 35% of American consumers were dissatisfied with the experience they received online during November 2015. This means that over a third of them had an issue, couldn’t find what they were looking for, or suffered some other form of poor service. part of the research.

Multichannel 49

Multichannel Customer Service Upselling Contact Center 49

Global Response

SEPTEMBER 11, 2023

Reduced quality and service levels. Of all the concerns with outsourcing your call center, quality and service concerns are one of the biggest. with exceptional customer service experiences. The best call centers can even help you improve your service levels and quality.

outsourcing 62

outsourcing Call Center Healthcare Service level 62

Education Services Group

SEPTEMBER 24, 2019

In this scenario, introducing new products or expanded service levels in order to maximize value to the client, address current issues, or prime the success of future goals should be a natural fit for CSMs. This will, however, necessitate that your CSMs strike a balance between selling and being a trusted advisor for the client.

SaaS 45

SaaS Upselling B2B Service level 45

Global Response

MAY 22, 2023

If you currently use inbound or outbound call center services and are looking for ways to: expand your services improve service levels increase efficiency develop more flexible and scalable models support business growth …then a blended call center might be a better fit for your business.

Call Center 62

Call Center outsourcing Benchmark Abandon rate 62

JivoChat

APRIL 21, 2021

Live chat tools provide more upsell and cross-sell opportunities. When existing customers return to your site, that’s a good indicator that they’re satisfied with your products or services. LiveChat is a customer service platform with four service levels: Starter, Team, Business, and Enterprise. Source: LiveChat.

Chatbots 52

Chatbots Analytics CRM Sales 52

JustCall

MARCH 13, 2020

Stay updated with the recent actions of your customer- be it a change in the subscription plan, any upsell or his current likings and priorities. Tracking Performance with Customer Service Metrics – why does it matter? Monitor your service team(s)’ performance using the Service Level section of the dashboard.

Metrics 96

Metrics Customer Service Interactive Voice Response Customer retention 96