Best phone sales use cases for ecommerce brands with high AOV
In the world of e-commerce, especially for brands with high average order values (AOV), engaging with potential customers through phone sales can uncover valuable insights and drive conversions. One of the most effective scenarios where phone sales shine is in addressing abandoned checkouts.
1. Understand friction from abandoned checkouts
When a customer abandons their cart, it often leaves brands wondering what went wrong. By proactively reaching out through phone calls, brands can capture new layers of insights that are otherwise missed. Engaging with customers who have abandoned their checkout process reveals crucial information, such as why they didn’t complete their purchase.
Interestingly, many brands have discovered that when they contact customers too long after the abandonment, they often learn that these customers have purchased the item from a competitor. This feedback provides direct insight into who their competitors are and how to adjust their offers to remain competitive. Without this follow-up, brands would never hear feedback like, “I bought a similar product from another retailer,” which is essential for refining their strategies.
2. Timing is crucial: recency equals relevancy
Another key takeaway is that the timing of the call significantly affects its impact. The more recent the interaction with the e-commerce funnel, the more relevant the phone call will be to the customer. If a call is made a week or even a month after the event, the customer’s memory of their purchasing experience fades, and their receptiveness to the call diminishes. However, contacting customers shortly after they abandon their cart makes the interaction more relevant and appreciated.
Brands have found that customers are surprisingly receptive to these timely calls and often appreciate the follow-up. This immediate engagement not only helps in recovering lost sales but also enhances customer satisfaction by showing that the brand cares about their shopping experience.
3. Unique insights beyond other channels
Phone calls provide unique insights that other channels, such as emails or chatbots, cannot capture. These direct interactions offer a deeper understanding of customer behavior, preferences, and objections. Through these conversations, brands can gather qualitative data that can inform broader marketing strategies and improve overall customer experience.
In conclusion, for e-commerce brands with high AOV, phone sales offer invaluable opportunities to understand and serve their customers better. By focusing on timely, relevant interactions and leveraging the insights gained from abandoned checkouts, brands can stay ahead of the competition and drive greater customer loyalty and sales.
