Contact Strategy

Increase sales while lowering service calls?

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

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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 utilizations.

Thirdly, how to asses visitor intent, so that each channel is applied in accordance with the Contact Strategy; ie. 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.

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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.

TESTIMONIALS

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Andrea Crippa

Senior Retention Manager at Warner Bros Discovery (EMEA)

bmetric has always helped us deliver the best customer experience and content recommendations to our subscribers. It is not only easy to use but also manages to interact with our CRM systems efficiently, generating insights that help us understand how to improve our D2C strategy.

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Zakarias Balling Eddaif

When working as Operations Manager, Web Assisted Sales & Outbound at YouSee.

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.

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Jens Petersen

When working as Head of Online at Tryg Forsikring

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.

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Rune Grønvaldt Hansen

Director of Online Sales at Telia

Telia wants the best for our customers, and that means striking a perfect balance in the user journey so that visitors are effortlessly able to buy online but also get the help they need in the call-centre – all depending on their personal preference. bmetric has helped us strike that balance. We have always experienced the highest urgency and care for our setup after working with bmetric for many years.

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Paula Borsboom

Customer Journey Owner at Greenchoice

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 optimize our contact channel in such a way, that what we can create better digital experiences for our customers, and we can also increase our website performance from a sales perspective.

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Jeffrey van Peer

Online Marketeer at Delta Energie

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.

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