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Customer Service Remarketing Approach

kimshadbolt 21st Jan 2011

Hi Daniel. Really enjoyed your article.

mghartman, I agree with your point completely.
"It's not so much about advertising, but providing service to your customers. If they abandoned for another reason besides cost, you're cutting into your margins by sending them an offer."

At Leadcall we think we have come up with a solution which relates to this using remarketing through telecommunication. Instead of remarketing to customers through email offers or web advertisements, we transfer the customers enquiry information to a company's call centre, at the time the customer abandons. At the call centre, we provide a clear screen view for the agent to review the customers query in order to prepare themselves to speak to the customer, and when the agent is ready, we connect the agent to the customer via phone at the click of a button.

So as you say. It isn't so much about advertising, but providing superior service to your customers. This approach has proven to work tremendously for clients, particularly in Travel and Insurance, where online transactions can be more tricky. Customers really appreciate a friendly, helpful, non-pushy call from an agent to help them with their online concerns. And the cost of a short phone call is a lot less than the cost of an email remarketing offer incentive e.g We have saved the contents of your shopping cart for a week, buy within that time and get 10% off.

With typical online conversions between 25-40%, you can imagine the sizeable boosts in revenue to be had, plus an added bonus of exceptional customer service.

The majority of our shopping cart abandonment solutions are provided to clients who deal with more complex transactions, that involve a comprehensive process, are expensive etc. But it has the potential to expand across a whole variety of industries, for all kinds of online purchases.

Are you aware of any similar solutions? What are your thoughts on this?