Even with the best intentions regular engagement with a customer often ends the minute that a purchase is made. The sales person has already moved onto their next ‘hot’ sales lead and the customer who has recently purchased has been forgotten.
Partnering with FMG to support your online customer engagement program can help to maintain long-term relationships with your clients and generate ongoing results without the use of hard selling.
We can design a customer engagement campaign covering inbound and outbound services, ensuring regular contact with your existing clients, helping to exceed their expectations and retain their loyalty.
We understand the buyer’s journey and can help maintain relationships by keeping in touch with your clients, continuing to build relationships and nurture existing clients, which all helps to maximise their lifetime value.
Without ongoing communication to existing clients, accounts can become dormant. It is usually not because the client no longer needs your product or service but rather they are busy and it isn’t a priority. With gentle prompting through regular phone calls, hidden opportunities are uncovered.
We can design a customer engagement campaign as a stand-alone project or as a part of an ongoing appointment-setting or lead generation campaign. By adding an ongoing customer engagement component you ensure you don’t miss any up-selling or cross-selling opportunities.
With every single call we make we gather as much information as possible and record it for you. Over time this builds valuable information about your clients and the complete customer journey as well as their current situation.
Every campaign we work on is unique and will require a different approach. With each campaign we can tailor every aspect – from the number of hours we work to when we call and who we call. We also select the best suited agents and tailor the conversational script on which our calls are based to ensure the best possible outcome.
We know that people are often unsure about outsourcing, so we provide access to a client portal, which provides live reporting on every call and access to any leads in real time. Partnering with us ensures you have complete visibility.