Make Customer Support turn a Profit
Are your ads bleeding profits?
Here are 6 Simple Steps to Multiply your ROAS, even if your ads aren’t performing.
If you own or manage an eCom brand, and already 2x or 3x your monthly ad revenue through positive customer experience and phone sales, then you can keep scrolling, because you probably already monetize organic content, community management, customer support, from an omnichannel sales POV.
However, if you don’t, it’s okay. You’re not alone. What I’m about to share with you will elevate the trajectory of your eCom brand if you simply follow the steps.
Now, for those who view customer support as a “hard-cost” or a “fixed-expense” then I invite you to look at it a little differently. The fact is you can monetize each and every step of your customer journey, from impression to purchase with a positive customer experience, which means you can evolve customer support from an expense center to a profit center for your brand.
Create Profitable Cash Flow
Customer Experience is a HIGHLY PROFITABLE and predictable revenue channel and really boils down to relationships, personalized communication, consistency, and sales.
This is how we make 316% additional revenue for Celtic Knot, in comparison with revenue from Facebook Ads, and is our most profitable channel at 498% ROI with just 10 phone sales pros.
Our customer experience team is responsible for 32.1% of our revenue
Before you continue, here is a key point to remember, “If you ask someone to buy from you, they will either say yes or no. How well you connect with your shoppers will further influence either yes or no. But when you don’t ask, they most likely won’t, or at least they don’t predictably.”
There are so many ways to optimize your cash flow, you just need to look in the right places, and take action. What’s the worst that can happen? They say no? Then great, move on to the next one. Because eventually, they say yes. And the more they say yes, the better you become at doing it.
So here you go, these are the 6 steps to predictably multiply your ROAS through positive customer experience:
Reply to every comment with personalized messages. This triggers re-engagement. Your goal is to make them smile, and to feel heard, seen, and recognized. When someone smiles, they are 70x more likely to convert, opposed to someone who doesn’t. This drives connection and conversion.
Slide into the DM’s of every person who comments on your ads and organic posts. This helps build a positive relationship with the buyer and drives conversion with higher AOV and Order Frequency.
Convert post comments into conversions when you manage every comment, tag, share, and DM like a fresh lead in your “sales pipeline”.
Call and text shoppers, 15min after they abandon their cart. Get on the phone! It’s your job to build a relationship of trust, so ask questions that get them to talk about your products, then overcome their concerns about buying, and close the sale.
Call and text every buyer, within 3min of purchasing, to verify their order and delivery address for chargeback mitigation, and also to upsell additional products that relate to their purchase. (p.s. record every call)
领英推荐
Call and text every person who leaves a positive review, to thank them, continue to build a relationship of trust with them, and upsell them with a loyalty discount that both they and their friends can use. This way when their friends buy, their friends get discounts, AND they get paid. Remember, your buyers have friends. And when you provide a memorable customer experience, and you have a quality product, they tell their friends. So, incentivize them to talk about you.
And this, my friends, is how Customer Experience becomes the Keystone of Profitable eCommerce
Full transparency, here is how each of our revenue channels performed during the month of November
? Facebook: $32,038 (10.1% of our Revenue)
? Social: $1,278 (0.4% of our Revenue)
? Email: $57,905 (18.3% of our Revenue)
? SMS: $64,549 (20.4% of our Revenue)
? Affiliates: $58,630 (18.6% of our Revenue)
? 10 Phone Sales Agents: $101,435 (32.1% of our Revenue)
Attached you’ll find an image that shows how our Customer Experience team has performed since August when we opened eComX, our call center, in Manila for proof of concept, and to see how our phone sale would impact our other channels. Here is how the Sales Agents have performed:
? August: $2,648 Revenue - 32% ROI
? September: $16,979 Revenue - 210% ROI
? October: $29,138 Revenue - 267% ROI
? November: $101,435 Revenue - 498% ROI
We did this with 10 Sales Agents. As of Monday, we'll have 12 sales agents working on Celtic Knot. Our call center, eComX, has 80 expert sales agents on standy by, available 24 hours a day
Keep in mind, there are several moving parts that require various systems to communicate. At scale, you’ll need a CRM like ZenDesk, ZohoDesk, SalesForce, etc, a Phone System like RingCentral, a Dialer like ViciDial (including your existing systems for email, SMS, and chat)
If you do less than $100K per month in eCom sales, then what I’ve outlined can be implemented by you and/or your team, and by doing so will build a stronger relationship between you and your buyers, creating growth for your brand. When you’re ready to scale, we’ll be here.
If you do between $2-5M per year in sales with an AOV of over $100, and want to create a profitable cash flow channel within 60-90 days through Customer Experience, letting experts be experts, while you grow your brand, then shoot me a DM and we will go from there.