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Direct
Response Order Processing
The
Connection® provides complete order processing for
a publisher and direct marketer of CD-ROM based software
used in the education and entertainment of children. The
client is using direct mail, catalogs and direct response
television to test different price points to specific
target audiences, as well as utilizing upselling and cross-selling
strategies to increase the average order size. Every caller
is offered the upsell for a free software product if two
or more products are ordered. The system is designed to
then automatically choose the lowest priced item to give
for free.
| System
Features: |
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Agents
receive calls via inbound 800 number/s and attempt to
sell/up sell as many callers as possible. They record
names, address, phone numbers, and credit card information.
Agents are trained in meeting objections and consultative/closing
skills. |
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Agents
collect name, address and telephone number information
from callers who will not buy or would like a catalog
sent to them. |
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On-line
scripts provide answers to the most commonly asked questions
and referral customer service telephone number directory. |
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Customer
service questions are handled and/or directed to other
telephone numbers/locations. |
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Inventory is continually updated with new products and
new promotional packages/pricing as needed. |
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The client has a complex, variable multi-tier pricing
system. Our computer system automatically accesses the
correct price tier based on a Media ID code. Price points
are tracked and recorded based on different direct mailings
and audiences. |
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Credit
card authorizations are verified on a daily basis prior
to transmitting to the client. |
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Order
and/or information requests are electronically transmitted
daily to the client. |
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Reporting
includes hourly call counts, zip codes, orders, sales,
and inventory. Customized price point analysis and specific
media ID reports are designed based on the client’s
requests. |
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Customer
Service–Direct Marketing
The
Connection® provides complete customer service for
a direct marketing company. The direct marketing company
loads its entire customer database online to our system
and our agents access the database for a variety of client
and customer service needs including:
| System
Features: |
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Answering
product questions and placing orders when necessary. |
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Using
account lookup to confirm orders and provide shipping
dates. |
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Processing
credit card authorizations and confirmations for customers. |
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Handling
of product returns. |
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Assisting
callers with problems such as: products not received,
defective products, damaged products. |
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Coordination
of shipments with the fulfillment house. |
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