|
Does your eBusiness get at least 500K contacts per year? If you are spending - net cost per contact - more
than > Voice $ 3.00, Email $ 2.00, Chat $ 2.50, you should be contacting us. Let’s talk about taking
quality to wow levels and leaving money on the desk.
With the above price-points for reactive CS:
- Budget $1.0M>> save $375k to 500k
- Budget $500k>> save $150k to 200k
- Budget $250k>> save $75k to 100k
To the above equation, add revenue from customer retention
Calculating Second Lifetime Value
Base revenue (number of orders/year x dollar amount of average order)
ADD> Cross-sell dollar amount (15% of base revenue)
ADD> Informational revenue (10% of base revenue)
DEDUCT> Total costs (direct, win back and retention costs)
EQUALS> Gross profit
RediSolve hybrid teams work well within the budgets in terms of costs of win back. The real costs would
be benefits passed on to the customers. Resource and team costs would be relatively low and would be a
driver for you to start your ‘Retention & Win back’ program. We deliver the analytics to first identify
the right customers – where there is a mutually beneficial relationship equation – and then going all out
win back.
Proactive Hybrid CS ROI Contributors:
End customer satisfaction in lieu of the ability to resolve an issue and get an immediate
resolution, without reaching out to another communication device or incur additional costs.
Prevent shopping cart abandonment and order path abandonment. An interested shopper is assured the service to complete a purchase.
Prevent situations leading to disgruntled customers.
Subtle, sophisticated upsell without losing CS character
Effective gather of information from the customer for technical incident resolution
Reduction in iterated contact volumes
Effective handling of spike situations
|