Abandoned Basket & Checkout Recovery with Outbound Calling
Without doubt, outbound calling is the most commonly used and most effective channel for our clients for abandoned basket/checkout recovery. We’ve proven that just because someone is on your website, it doesn’t mean that they are not happy to talk to you, particularly when your call is timely and relevant. When it comes to selling there is still no better substitute than actually talking to someone!
Our outbound solution has been specifically designed to allow you to call back a prospect or customer as quickly as possible. It’s possible for you to be speaking to a customer literally within 30 seconds of them abandoning their shopping basket, abandoning a checkout, completing a quote or an enquiry form! Speed of response is vital - The longer it takes you to make the call the less likely you are to get hold of the customer and the less likely they will want to talk to you.
Optilead works by tracking prospects/customers on your website and identifying ‘trigger’ events which are defined by you. An example of a typical ‘trigger’ event might be someone who is on your payment page but hasn’t successfully completed the transaction within 5 minutes. At this point Optilead instantly triggers an inbound call to your call centre. When the agent answers the call, they go through a short automated IVR process which gives them the information that they need to initiate the conversation with the prospect/customer. Often this just involves reading out an order or quote reference to the agent from which they can call up the customer record on their own system. As soon as the agent is ready they just hit “1” on their phone and Optilead then dials the customer for them. They hear the calling ring at the customers end just as if they had dialed it themselves.
From the customers point of view there is always a live person at the end of the phone immediately, no issues with annoying “Silent Calls” that you tend to get with predictive dialers. If an agent gets through to a customers voicemail they can even leave a pre-recorded message at the touch of a button, thus ensuring that your customers are getting a consistent message and agents are not wasting time valuable time.
Because Optilead delivers leads to you as inbound calls, it’s really easy to ‘call blend’ these leads into your existing inbound team(s) and maximise productivity. As soon as you have any spare capacity those agents can seamlessly start making outbound calls. In our experience inbound staff generally adapt to this type of outbound very well because they are hot leads that they have a good chance of selling to – it’s not a ‘cold call’.
Optilead is web based so you can see what’s going on with all your leads in real time – how many you had in today, how many you’ve spoken to even down to which agent spoke to which customer and for how long.
To find out more about how outbound calling your online prospects to recover abandoned baskets can benefit your business, please contact us on 0844 448 2222.
