Upselling isn’t easy, and a lot of people prefer to avoid being directly upsold to. More and more, people are requesting that their customer service representatives or salespeople sell them solely what they were looking for and nothing more. The pressure of being face to face with someone who seems to just be trying to sell you something or being sold on something while you are dealing with an issue have lead people to try and avoid it.
This doesn’t mean that upselling is becoming impossible, however. Quite the opposite. In our piece on the usage of an automated upsell solution, we talk about how customers engage with emails and special offers sent to them via messaging media. This strategy seems to be impersonal enough that people feel more comfortable engaging with it. From loyalty programs and offers, to add-on emails and even SMS alerts, customers engage on their own with these messages without having to interact with the sales team directly. It might not seem like a win, but it leaves the customer feeling satisfied with their choices and the sales team free to pursue new leads and opportunities for your business.
So, what do you need to have in place to ensure that these kinds of upselling promotions and offers can be as successful as possible? An automated solution with these five pieces of functionality can scale with you as you grow and provide more options and opportunities as you go.
1. Detailed reporting
You can easily send out an email blast manually. You put together the template, send off the one-time deal, and reap some of the benefits. If you don’t know how that email is received however, you don’t know if there is room to improve and room to build an even stronger relationship with your customers.
Imagine a scenario in which you not only sent out the emails about a big “50% off” sale, but you were able to identify who expressed interest and who ignored the messages. You can test different types of sales with different groups of customers, in order to fine tune what they might want.
Let’s say you plan to have a “50% off everything” in-store clearance sale to make room for the next year’s stock. A broad sale like that will get a lot of attention. What if I told you that you could get even more attention by paying attention to the different sales and products that your customers were interested in, and specializing the offerings to their interests? Furthermore, you could maximize the eyes on your sale by ensuring that each user is communicated to in the way they prefer? Reporting will help you to do that.
2. Automated filtering
Building on the earlier point about specializing offers, you could filter all that information manually. You could sit down and label each client’s preferences and preferred means of communication by hand. The truth is though, that would take up a lot of your day and your tasks within the company would likely become a backlog that required new hires and extra time to undo.
Your solution should be automated here as well. You don’t want something that will just wait until the appointed time and blast out an email or an SMS message, you want something that will make decisions and send different, personalized messages based on the information you have about your customers.
3. Data collection tools and decision making
So, you gathered all the data, and you filtered the messaging automatically. Your system can send emails and it can personalize the messaging based on customer actions. So far so good. Right now, though, you still have to collect that data and put it into your customer database manually. You need a way to track that information so that you’re getting customer data whenever they interact with your business, even when you’re home enjoying your off time.
Through a series of user inputs and tools, you want an all-in-one automated solution to really let you monitor your website, collect information, and change the pace of your upselling based on user behavior. You need tracking pixels, web forms, and a decision-making system that can account for if a customer is ignoring your messages; if they’re only opening certain ones; or if they expressed interest in a particular product. Even things like thank you messages or offers to persuade a customer who has not visited your business lately to return can be done with the proper set of data collection tools and decision-making services.
4. Multi-channel options
I mentioned earlier that you want to be able to contact your customers via their preferred method of communication. This is important in the context of modern business. Some people find promotional emails annoying and would prefer that they only get short text messages when they have new benefits available to them. Some people prefer a call to come in, because they either don’t like reading or it gets their attention better.
Your solution should be capable of communicating with your customers regardless of their communication preferences and without breaking the bank by requiring several memberships at once. On top of that, your multi-channel options should be reporting to the same database so that the data collection and decision-making tools are able to do their job without messy integrations and possible technical problems.
You need all of these tools to continue functioning as your business grows. Upselling and ensuring your customers have the solutions to their problems can’t be interrupted by a sudden limitation on the number of people that you have to reach out to, or by infrastructure not being capable of growing with you. As your business grows, you need your solution to be able to expand with you and continue encompassing and including new clients while still working with those who you have kept with you.
All of these tools need to be in your toolbox and there are some that you might need that we haven’t even been able to mention in this list. You can find all of this and more within the SimplyCast platform, from detailed reporting to decision making and scalability.
You will find it to be a low cost-for-value platform that can do everything we have listed here, and still has room to grow and adapt to your needs and the needs of your customers. Upselling has never been so easy and it has never been so rewarding to ensure that each customer has exactly what they need to solve the problems that they are facing as individuals. You keep the risks of upselling low, while scaling the process to include everyone you do business with and everyone you will do business with!
Why wait when you know that everything you need to succeed is here, in the most complete digital marketing tool available? Communicate, sell, and even manage business crises with us.
Talk to our experts to learn more about our automated upselling solution and book a demo today!