{"id":1871,"date":"2025-03-07T03:53:48","date_gmt":"2025-03-07T02:53:48","guid":{"rendered":"https:\/\/oswego.eu\/?p=1871"},"modified":"2025-02-12T04:20:55","modified_gmt":"2025-02-12T03:20:55","slug":"votre-service-client-est-un-centre-de-profit","status":"publish","type":"post","link":"https:\/\/oswego.eu\/en\/2025\/03\/07\/votre-service-client-est-un-centre-de-profit\/","title":{"rendered":"Your customer service is a profit center"},"content":{"rendered":"
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Mars 2022 \u23ae 3 MINUTE READ
Marc Langlois, Associate Director<\/p>\n\n\n\n

A client contact: a sales opportunity<\/h1>\n\n\n\n

Customer service is a sales driver.
Upselling boosts profitability
Customer follow-ups improve conversion<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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A client contact is always an opportunity, even when there's a complaint. It's a chance to communicate, inform, and why not... sell.<\/p>\n\n\n\n

How to turn customer service into a profit center?<\/h3>\n\n\n\n

Three key steps<\/a> allow for effective achievement:<\/p>\n\n\n\n

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  1. Pre-sales advice<\/mark>\u00a0Convert indecision into purchase.<\/li>\n\n\n\n
  2. Upselling<\/mark>\u00a0Offer the right product at the right time.<\/li>\n\n\n\n
  3. Outgoing calls\u00a0<\/mark>Re-engage customers and resolve blockers.<\/li>\n<\/ol>\n\n\n\n
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    Step 1: Pre-sales consultation<\/mark><\/h2>\n\n\n\n

    An essential contact channel<\/mark><\/h3>\n\n\n\n

    Whether by phone or chat, offering customers direct access to a skilled salesperson removes barriers to purchase and improves conversion rates.<\/p>\n\n\n\n

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    30 %<\/p>\n\n\n\n

    Average conversion rate for an upsell during a customer service call.<\/p>\n<\/div><\/div>\n\n\n\n

    The importance of responsiveness<\/mark><\/h3>\n\n\n\n

    In the\u00a0e-commerce<\/a>, customers are fickle. If they don't find answers to their questions quickly, they move on.<\/p>\n\n\n\n

    \ud83d\udccc\u00a0Key figure: The dropout rate for internet users is estimated at a few seconds.<\/mark><\/p>\n\n\n\n

    An example of a successful sale<\/mark><\/h3>\n\n\n\n

    A website e-commerce<\/strong> displayed a phone number on its product sheets. A customer, looking for a television for her husband, calls for advice.<\/p>\n\n\n\n

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    The salesperson recommends a model to him. 40 inches<\/strong> Perfect for watching the games.<\/p>\n<\/blockquote>\n\n\n\n

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    Before payment confirmation, she calls out to him:<\/p>\n\n\n\n