The top 8 customer segments to close more sales through phone calls
In e-commerce, phone sales can be a powerful tool for engaging customers and driving conversions. Most merchants are exclusively focused on digital marketing to grow their sales, but phone calls provide a unique opportunity to connect with customers in a more personal and impactful way.
However, successful phone outreach starts with targeting the right segments. Here, we’ll explore the 8 top customer segments that are most receptive to phone sales, helping you maximize your efforts and close more sales.
1. High-value customers with loyalty points/credits
Why they matter
Your loyal customers are potentially sitting on a lot of credits/loyalty points and might not be aware of how to redeem them. These customers are likely to be your most profitable segment. They already know and trust your brand, and if they’ve made multiple purchases, they’re more inclined to buy again.
How to engage them
Use phone calls to offer these customers exclusive deals, loyalty rewards, or early access to new products. Tell them how to use their credits! Personalized communication goes a long way here – mention their past purchases, acknowledge their loyalty, and position your call as a way to add more value to their experience. They are among your most likely to also recommend your brand in their network.
You can segment those calls to engage anyone with outstanding credits: recent website visitors, recent abandoned carts, people with outstanding credits that didn’t purchase in a long time.
Key tactic
Make it clear that you’re reaching out with special treatment, acknowledging their loyalty and the number of points/credits that they have available.
2. Abandoned cart/checkout shoppers
Why they matter
Take a look at your last abandoned checkouts. This list holds a lot of sales opportunities for your store. Calling your abandoned cart shoppers will help addressing directly any purchasing objection, but also help you discover what you can implements to increase your conversion rate. It will expose a variety of reasons for why a potential sales didn’t materialize.
How to engage them
Contact these customers promptly after they abandon their cart. Offer to assist with any questions they may have, address potential hesitations, and perhaps even provide a small incentive, like a discount that was not previously available on the site.
Key tactic
Position the call as a ‘Customer Service courtesy’. Use a helpful, consultative approach rather than a hard sell. Ask them why they were unable to complete their purchase to uncover key insights on how to improve your business.
3. Seasonal shoppers and holiday buyers
Why they matter
If you have a highly seasonal business, you might want to re-engage past shoppers to get back at the top of their list for this season. For example an online flower shop such as https://bloomex.ca/ could want to re-engage past purchasers from Mother’s day, a few weeks in advance with a unique offer around that holidays, making them highly motivated buyers.
How to engage them
Use phone outreach to offer tailored recommendations, limited-time promotions, or information on popular holiday items. A personal touch can also help these customers feel valued and supported during a busy season, creating a memorable shopping experience.
Key tactic
Highlight the seasonal nature of your offers, and instill a sense of urgency to encourage immediate action.
4. Browse abandonment with high purchase intent
Why they matter
Your email and SMS collection popup gather a lot of phone numbers and not all of them will add an item to cart or complete a purchase. A buyer with high intent, could be visiting several pages may be hesitant or have questions before making their purchase, so a well-timed call can help ease any concerns and close the sale.
How to engage them
Build a segment to list visitors that visited several pages on your website. Position the call as an opportunity to help the customer make an informed decision. Address any questions, offer product comparisons, and explain the benefits of your brand, mention your satisfaction guarantee.
Key tactic
Aim to create a positive first impression, building a relationship that encourages future purchases as well.
6. Churned subscribers
Why they matter
Calling churned subscribers can reignite customer interest, uncover reasons for their departure, and drive direct revenue with a unique offer for their reactivation. It will foster a personal connection with your most valuable past purchasers. It also provides valuable feedback for improving products, service, and customer experience, driving future retention and loyalty.
How to engage them
Create a segment that will surface your churned customer after a full normal usage cycle of your product. For example, if you sell a package with 30 days worth supplements, make sure that you do not call your customers, within 30 days of their churn date.
Key tactic
Position the outreach as a customer service call, asking your clients if they have time to provide you feedback on your business. Use consultative approach to address that feedback and finish your call by offering a unique promotion.
7. Recent purchasers inquiry and upsells
Why they matter
Your recent purchasers offer a unique opportunity to inquire about th Showing genuine concern for their satisfaction can improve brand perception and future purchase potential.
How to engage them
Call your recent purchasers as a way to proactively resolve potential issues that they might encounter with the product and avoid returns. You can also tie in a uniqe. Once their concern is addressed, mention new products or deals to gently re-engage them.
Key tactic
Focus on repairing the relationship first, then transition to offering value that encourages them to give your brand another chance.
8. Inactive customers with strong purchase history
Why they matter
Customers who have previously made several purchases but haven’t bought in a while are prime candidates for re-engagement.
How to engage them
Segment your VIP customers that have spend above a certain amount in the past or completed more than a certain amount of orders. Reach out, and offer an exclusive timely VIP sales offer or early access to a new product launch. Make sure to acknowledge their previous purchases and highlight new related products they might find appealing.
Key tactic
Position the call as a “welcome back” opportunity and create a sense of familiarity to rekindle their interest. Offer a strong personalized offer, maybe create a unique discount code that contain their name.
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Final thoughts
Phone sales can be incredibly effective when used to engage the right customer segments. By identifying and tailoring your approach to these high-potential segments, you can close more sales, enhance customer loyalty, and build lasting relationships. Remember, personalization is key: the more tailored your approach, the more likely you are to make a genuine connection that leads to a sale.
