Outsourced Inbound Customer Service 

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Outsourced Inbound Customer Service 

With our Outsourced Inbound Customer Services, your subscription business can provide unmatched customer service to subscribers, while increasing renewals and reducing cancellations. When it comes to subscription businesses, poor or slow customer service is one of the key factors for account cancellations and non-renewals. With LOOP, you target your entire subscriber base, including trial users and users who are cancelling their subscriptions and deliver a 5-star customer experience that will help create raving fans amongst your subscribers.   

A satisfied customer is a loyal customer and loyal customers translate to increased renewals and reduced cancels. In addition to providing quality customer service, LOOP will also seek opportunities for monetization and cross-sell and upsell on inbound calls that will have an impact on your revenue and profits.

Get Started

Meet with a Subscription Call Center Expert Today To Learn More!

Quality Customer Service 

The first goal is for us to generate customer satisfaction, as poor customer support often leads to cancelled subscriptions. As such, you not only need a team that is proficient with the product and its related services but also one that is always solution-oriented and patient with customers. Having the right team of agents makes all the difference in the world and not only ensures quality customer services, but will also contribute to your company’s revenues and profits, as you’ll see below. 

LOOP will work continuously to find quick resolutions and solutions for customers and provide them with the red carpet treatment to ensure their satisfaction. The team of agents we handpick for you will be selected on a number that will ensure this goal, one of which is people skills. With such search criteria, a rigorous training program, and a stringent qualification process, we are able to get successful results, addressing any issues faced by customers promptly and convincing cancelling subscribers to change their minds. 

However, this is just the tip of the iceberg when it comes to LOOP’s Outsourced Inbound Customer Services. Our agents are trained to spot opportunities for cross-selling and upselling, which will generate further revenue and profits for your subscription business. We are constantly assessing and improving our service model to ensure the results we get to remain at a high standard, so much so that we are confident we’ll achieve reliably high-quality scores from scientific internal and external quality audits. 

Solutions & Services

Get More Subscribers

  •  Inbound Phone Sales
  •  Outbound Phone Sales &   Telemarketing
  •  Live Sales Chat

Keep More Subscribers

  •  Onboarding & Adoption
  •  Customer Service
  •  Technical Support
  •  Winbacks & Cancel Saves

Get More Renewals

  •  Renewal Service
  •  Recover Failed Renewals
  •  Save Expiring Subscribers

Get More Cross Sells & Upsells

 

  •  Cross Sell & Upsell
  •  Cross Sell to Premium   Services

Process Summary 

Once we’ve discussed your intended customer service goals, and which products you will want to implement customer service for, we’ll advise you on the best channels to use (inbound and outbound phone, email, and live chat). LOOP’s team of experts will also immerse itself in your company and business and help map out all customer support requests and challenges, per product, the best resolutions for each, the right process to deliver the solution, information on how to prevent recurrences, email and chat templates and phone scripts, FAQ’s and knowledge libraries. We’ll also be preparing an in-depth formal training program both in the products and the customer support processes for your dedicated team of agents. 

We’ll build your brand-new team of support agents, including a qualified and experienced dynamite customer service manager, all hired and trained just for your subscription business. LOOP will implement rigorous quality assurance procedures, scorecards, and guidelines that clearly states what is and is not quality. All agents will be assigned goals and scored for performance while leaving room for improvement through a corrective process to address underperformers and performance improvement glide paths for new trainees. 

With time, and if needed, blending processes will also be implemented so the same agent can handle inbound and outbound phone calls, emails, and live chats, and perform multiple functions, such as inbound sales, customer support, and saves. However, at no point will the quality of service ever be compromised. Moreover, while the timelines for results will vary on the type of service you’ve opted for and the type of business you run, rest assured that our services are designed to yield results in weeks rather than months. 

How It Works

Here’s how it works …

  •  You approve a goal, like increase your renewals by 25%

Then we …

 

  • Intensely study your business
  • Customize our strategies and tactics
  • Create sales or support programs
  • Create a formal training program
  • Hire your new agent team and manager
  • Perform exhaustive new agent training
  • Launch and improve your new service
  • A/B split test different approaches
  • Continue improving until your goal is reached

WHY LOOP?

You won’t get this from other call centers …

 

  • Specialist sales, support, and retention call center
  • Dedicated to subscription businesses
  • Managed by subscription business AND call center experts
  • Focused on your results and ROI first
  • Provides services designed grow your business each year
  • Increases your acquisitions, renewals, and cross sells and upsells
  • Provides world class customer support to your customers
  • Proves our results and quality with small tests before scaling larger

Why LOOP is Better Than the Competition for Your Subscription Business 

Our team has vast expertise when it comes to subscription businesses, with most team members having more than 10 years (and up to more than 20 years!) of experience with subscription models. The perspective that this experience brings, especially when it comes to developing solutions for subscription businesses, is very valuable and we make proper use of all resources. This experience and the channels we use allow you to speak to more of your subscribers which gives you an opportunity to generate more satisfied subscribers, conversions, saves, and more growth for your business. 

Moreover, with our experience, LOOP will design a customer service program that is truly world-class and, while LOOP employs proprietary solutions through 7 different services, it is by no means a generic approach. We understand that each product has to be handled and supported differently and we study each product in detail and prepare your campaign accordingly, including training the agents on each product. This detailed and in-depth approach is what allows us to develop exceptional standards in customer service. 

We strongly believe in a culture of transparency and diligence and are constantly assessing our service models and internal QA programs as well as parallel client-run QA programs. We ensure accountability is maintained at every level through our QA programs and that our clients are getting the results they signed up for.  

The Benefits of Hiring LOOP 

LOOP works in a goal-oriented manner. Once your business has set a big-picture goal (like increasing inbound conversion rate by 50% or achieving 90% quality scores), we go about building the full road map for your business to follow, complete with forecasting. From the outset, we are focused on growth and believe having a set defined goal goes a long way in achieving that. 

Moreover, with LOOP, you’re getting an end-to-end strategic solution, tailor-made to your company and business, that covers everything and is all-inclusive. LOOP will create the entire sales and support campaign, which includes sales and retention strategies, tactics, scripts, offers and rebuttals, and a formal training program for each team of agents.  

For support services, after studying the products in detail, LOOP will map out each product, the support customers would expect with it, resolutions for potential problems, and the service delivery methods.  We also develop plans on how to avoid recurring problems, create email and chat templates and phone scripts, FAQ’s and knowledge libraries, and an in-depth formal training program both in the products and the customer support processes. 

How We Talk To Your Subscribers

  •   Inbound Phone
  •   Outbound Phone
  •   Inbound Live Agent Chat
  •   Outbound Live Agent Chat
  •   Email
  •   Text-to-Call

How To Get Started 

In short, LOOP provides efficient and holistic solutions for subscription businesses that are aimed towards building brands, growth, and revenue. If you wish to consult with our team of subscription experts or have any more questions regarding our services, then please get in touch at 1-855-947-5667. 

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