CASE STUDY 5

ORDER TAKING & AFTER-HOURS SUPPORT

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.

Result

Our client realized a 9.7% increase in gross revenue in one month and, not surprisingly, decided to retain reCALL as their offline selling partner. We have been working together ever since and have implemented outbound telemarketing services to complement the offline sales hotline. Total increase in gross revenue in 3 months: 19.6%

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