Commercial
Increase sales while lowering service calls?
Contact Strategy
Some companies remove the phone number on the contact page, while adding a sales number on the frontpage. It doesn’t give the desired effect!
But if you want actual results, we have designed a simple, hands-on approach to design a contact strategy for your website.
No sign up required – download the article here
Here’s a short sneak peek of two paragraphs from the article
Contact Strategy constitutes the work of having a deliberative approach of how to apply contact channels to your digital platforms. The following document outlines the essential aspects of making that happen.
First, it’s important to determine KPIs that allow you to track the performance of each channel. It creates the foundation for comparing the performance of each channel and allows for validating the chosen strategy.
Secondly, to evaluate Harmony or Contrast between customer and company preferences in channel options and utilisations.
Thirdly, how to assess visitor intent, so that each channel is applied in accordance with the Contact Strategy; i.e. making sure that each channel serves the customer needs that befit them the most.
Lastly, how to apply these elements to your website, so that it operates efficiently and towards a high customer satisfaction.
Evaluating channel harmony
In order to form the contact strategy you need to examine whether there is harmony or contrast in the utilisation of channels and the customer preference. To better evaluate proper use of your channels both company priority and customer preference must be taken into account.
What our clients say
“Our goal at YouSee is to provide customers with the best user experience. With bmetric, we’re able to maintain the best possible response time to our potential customers and qualify our sales conversations, thereby creating a synergy between the online and offline efforts and the experience of buying our products ultimately resulting in the best availability for our customers.”
— Zakarias Balling Eddaif, Operations Manager, Web Assisted Sales & Outbound at YouSee
“At Tryg we have used bmetric for several years. In part to gain insight as to why customers are calling, so we can offer better help, faster; and in part to make sure that our user experience is the best possible across channels, whether you want to buy online or talk to our sales department. bmetric has always delivered swift and high-quality service.”
— Jens Petersen, Head of Online at Tryg Forsikring
“In the collaboration with bmetric, we gained a stronger insight into the customer journey of our website visitors, which allows us to shape our website to their needs and make sure they have the best experience with our services. With bmetric we are able to optimise our contact channel in such a way, that we can create better digital experiences for our customers, and we can also increase our website performance from a sales perspective.”
— Paula Borsboom, Customer Journey Owner at Greenchoice
“At Delta Energie we are constantly looking for potential improvements in order to serve our audience in the right way, via the desired contact channel. Since 2020, bmetric has helped us with this, through the successful use of a customer contact strategy and finding the balance between online and offline sales. The pleasant cooperation and the high-quality reporting will undoubtedly result in better digital information, increased self-service actions and new sales also this year.”
— Jeffrey van Peer, Online Marketeer at Delta Energie
