There are several ways to generate revenue through your CX (Customer Experience) team, whether you are handling things internally or through a BPO.
Upselling & Cross-selling
Your CX team can be trained to identify upsell or cross-sell opportunities when a customer reaches out. By doing this, your CX team can increase the value of each customer transaction and generate additional revenue. Don’t let any customer interaction go to waste!
Implement macros that make it simple for agents to decide what to upsell or cross-sell. Set up proactive chat prompts through your helpdesk to make product recommendations based on the webpage that visitors land on, if you have the staffing required to support live interactions.
By delivering a great customer experience, your CX team can help to retain existing customers. Retaining customers is crucial because it costs less to retain an existing customer than it does to acquire a new one. In addition, loyal customers are more likely to purchase from you again in the future and will recommend your brand to others.
Be sure that you are reviewing the reasons for poor CSAT/NPS scores. If possible, use automations to create a ticket for bad ratings so that you can follow up were appropriate. There may be a chance to turn a poor interaction around!
Your CX team can help to promote referral programs that incentivize customers to refer friends and family to your business. Referral programs can be an effective way to acquire new customers because they come with a pre-existing trust in your brand from the referrer.
Most programs allow you to install a widget on your website so that visitors are aware of the program. If not, consider making it part of your agents’ signature. That can also serve as a reminder to customers with each new interaction.
By collecting customer feedback, your CX team can help identify areas where your business can improve. Increase customer satisfaction, loyalty, and revenue by demonstrating that you care about what customers say.
If you don’t already have a tagging system in place to tag recommendations and feedback, we highly recommend rolling one out. Once your product team rolls out the changes or any fixes, you can then use the tags to pull tickets back up and follow up. You can also use tagging to build reports to see what issues are trending.
Want to implement some of these suggestions but don’t know where to start? Reach out to our team here.