Contact Strategy

Maximise the capabilities of online and offline

Achieve Your Business Goals with a Seamless Contact Strategy

Effective communication with your customers is essential for any business to succeed in today’s digital world. A well-designed Contact Strategy will help you get there.

Setting clear goals for how you interact with your website visitors on sales and service related matters can help improve both customer satisfaction and sales.

A strategy for deliberate use of online & offline channels towards your customers

Alignment across departments on how to reach all goals

A framework for testing new channels and/or improving existing channels in correspondence with the strategy and goals set

Contact Strategy Visualisation

Contact Strategy is the deliberate application and effective use of contact options on your digital platforms.

It’s a strategy on which contact options to use and how to apply them for commercial and service oriented purposes.

The ambition is to align all departments and bridge the gap between online- and offline goals.

Through our professional services we help our customers with expert advice and sparring on how best to create, update and run their contact strategy.

The scope of the project is defined with our customers, conducted through interviews and workshops.

Our findings are delivered in a report and presentation for relevant stakeholders.

Contact Strategy Example

What is required:

We recommend that you start with an Audit of your current situation, followed by a Roadmap for the future to develop the strategy.

  • Time for interviews with relevant stakeholders.
  • Time for workshop with selected stakeholders.
  • Ad-hoc (existing) material to highlight current situation.

TESTIMONIALS

discovery+ customer review

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.

yousee customer review

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.

tryg customer review

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.

Klaverblad customer review

Melvin Rostamkhan

Online Marketer at Klaverblad Verzekeringen

At Klaverblad we want to offer an impeccable service to our customers. With bmetric we make sure that potential customers on the website can easily reach us via the phone. In addition, bmetric helps us segment our online visitors to display relevant information that meets the visitor's needs. In short, with bmetric we ensure a perfect synergy between online and offline communication.

Telia customer review

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.

Greenchoice customer review

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.

Delta Energie customer review

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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