Driving Customer Communications with Data
DigitalMara developed a powerful graphical interface to improve the way sales reps convert website visitors into customers.
About the client
Telecommunication company from the US
Our client is a telecommunication company based in the USA with a sales model heavily relying on their website. They were looking to bolster their online platform with human sales agents to boost sales and increase conversion rates.
Challenge
Upon initial examination, we noticed that current system was not able to efficiently convert visitors into buying customers due to the lack of a personal touch.
Approach
We developed a graphic interface that goes beyond chat as merely a technical tool. It also furnishes sales reps with specific data, allowing them to make informed decisions when handling every visitor to the website. The client’s sales team is now armed with a carefully preserved history of all communications, predesigned sales scripts at hand, automated forms, and integration with popular social platforms. We also made sure that the interface can be configured accordingly anytime the client decides to revise their priorities and set new goals.
Developed solution obtains the following key features:
- Chat as a communication tool between sales agents and customers.
- Chat history that can be analyzed to improve the selling process.
- Sales scripts save agents’ time on finding the most suitable communication tactics.
- Automation with XForms reduces repetitive tasks for sales agents.
- Post-chat surveys provide valuable insights into the customer experience.
- Follow-up chats allow sales reps to complete more conversions.
- Async chats (SMS, Twitter, FB, ABC) enable cross-channel sales.
- Customizability allows the client to adjust the solution to their current needs.
Our approach fully complied with the Scrum model. We assigned a dedicated team that fully adapted to the client’s timezone and ensured uninterrupted collaboration. We implemented daily stand-ups and weekly reporting. The dedicated team grew as it proceeded with the assignment. By the end of the project, it included 10 engineers who knew the solution inside out.
Results
The client received the following results:
- The overall efficiency of the sales agents’ work increased.
- Website visitors who return feeling uncertain or hesitant are now handled based on their previous experience to ensure conversion.
- The company now has access to comprehensive information on both customer experience and sales reps’ operations to better analyze outcomes, spot bottlenecks, and improve the entire sales funnel.