TV infomercials and social media drove high volumes of general inquiries, but the client lacked the people, practices and sales expertise to convert them into revenue or to retain customers.
Too few people for rising query volumes.
Inconsistent handling of a wide range of inquiries.
Converting generic inquiries into sales.
Resolving grievances to drive repeat purchases.
The partnership began in 2014 with five representatives on inbound sales calls and a time-bound plan covering every aspect of the program.
40 sales reps and 10 CS & retention reps by Q3 2014.
110+ reps in English and Spanish by end of 2015.
Retention team grew to 25 and added post-retention upsell.
Weekly reviews, coaching and call listening.
Fusion CX helped the client convert incoming interactions into sales and improved retention through superior customer support, increasing upsell conversions and repeat purchases.
Weekly KPI reviews and call listening identified mistakes, such as product misrepresentations, and corrected them quickly.
Scaling in planned stages let the program grow with demand while protecting quality.
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See how other brands scale support and protect quality with Fusion CX.
Tell us what your queues look like today. We’ll come back with a plan for staffing, AI and locations, and what it should cost.
