The Challenge

The client came to Incept due to their under-performing inbound sales team and a high turnover rate. Their high-ticket product is knowledge-intensive and due to the lack of in-house brand support, they needed an outsource CX partner to aid in issue resolution. On top of phone support, the client also required inbound email and website chat support to ensure an omnichannel customer experience.

The Solutions

Our client knew how critical a knowledgeable customer support staff was to their business, which is why they trusted Incept to learn the details of their products and business. After extensive training, Incept then developed an omnichannel CX strategy incorporating inbound and outbound phone, website chat, email, printing and mailing, and escalations support.

The Results

When the client began their partnership in 2016, Incept quickly became an extension of their brand. Incept delivers the client an average conversion rate of 10% and a cancellation rate of under 7%. Thanks to the Incept CX team, the client has seen an ROI of 13.82 to 1 on direct to consumer sales, with a consistent average order value of over $1,800.

Industry:

Consumer Goods

Solutions:

• Inbound CX

  • Phone

  • Email

  • Chat

  • Escalations support

• Outbound CX

  • Phone

  • Printing/Mailing Solution