Our client was a UK startup in the online retail industry. They had been operating for 5 months when they contacted us to explore options to monetize two low-to-non performing customer segments; the 60+ age group and online shopping skeptics in general.
After our meetings with the client, we mutually agreed the most feasible approach would be to set up a dedicated sales hotline for potential customers to call and put their mind at rest. Our client also decided to customize this service with after-hours support to maximize offline sales. In effect, we built a telephone selling platform for our client that was open 24/7. Potential clients could call and talk to a live operator to dispel their fears about online shopping and also find out about product features, delivery times, returns and warranty information, etc. Once a sale was made, the order details were sent to our client for payment processing and shipping.