Acquire

When our analysis uncovers a need for new customers to meet your stated goals, we develop  conversations that resonate with those that are most  likely to respond to your message.

New customers are the lifeblood of any company. The best  acquisition programs help to identify needs and determine  how the products you offer relate to those needs in order to  establish a relationship between prospects and your  company. The hardest part of any acquisition is getting to  the right decision maker in order to have the most valuable  conversation.

Results: Incept has developed several statistical models  that allow appropriate identification of decision makers. We  contact individual decision makers through their preferred  channel, including phone, chat, email, and more to simplify  the buying process and help to develop long-term  customers for our clients by matching them to the right  product.

Appreciate

Everyone likes to be informed and  appreciated. These conversations are very  simple. A short message of thank you, happy  birthday or anniversary, and status updates  keeps them engaged and thinking about you.

Welcome calls to customers at various points in  their trial periods can increase customer utilization  and decrease churn.

Results: While no two customers are the same,  we have shown that targeted Welcome calls can  increase engagement, proactively identify at-risk  customers and ultimately increase revenue.

Support

Your customers want quick resolutions to their problems regardless of the channel they choose to contact you through.

A strong and knowledgeable customer service and technical support team can provide the information and solutions necessary to build rapport with your customer and ensure your product is functioning as intended while increasing customer satisfaction, reducing churn and increasing the lifetime value of the customer.

Results: While working with clients to be subject matter experts, Incept is able to support customers on multiple levels, from simple account questions to detailed technical assistance.  This has been shown to increase customer satisfaction and a one call resolution by more than 15%.

Retain

We understand that your customer base is an  essential part of your success. By knowing what  motivates both, we deliver compelling conversations  that inspire meaningful relationships.

Customer churn has a direct impact on customer  lifetime value and the ability to grow a business.  Well-designed customer retention programs can  significantly reduce customer churn as well as  identify critical service issues that may be creating  customer dissatisfaction.

Results: Incept has worked with customers to determine  their true needs or dissatisfaction and pair the  appropriate offer to retain the customer. This does not  create a temporary fix for the customer, but gives the  customer a solution that builds greater lifetime value and  adds significant value to our clients - a 5% increase in  customer retention rate has the potential to yield profit  increases from 25% to 95%.

Convert

By creating models based on an individual's transaction  history, strategies are developed to help customers  realize the additional value within your organization.

In some instances, a customer’s initial product choice may not  be the ideal selection to meet their needs. In these instances,  providing recommendations for additional products leads to  increased revenue per transaction and more satisfied  customers.

Results: Through the process of handling customer service  and customer retention calls, we identify several  opportunities to adjust our recommendations to more  appropriately meet the customers’ needs and our clients’  goals. By replicating the online experience of recommended  purchases feature, we maximize your marketing dollars,  regardless of the channel.

Re-activate

The number-one reason a customer does not come  back is because they are not asked. For those that  would but don't, we compliment your customer  retention approach by offering multiple opportunities.

New products are launched by e-commerce companies  rapidly. Occasionally, product upgrades address previous  issues significantly enough that customers who have  purchased before are willing to purchase again.

In these instances, targeted sales campaigns focused on  the customer’s previous shopping habits can provide an  influx of new customers at a lower than average cost per  acquisition.

Results: Although relatively small in total volume, well-  timed re-activation campaigns can drive customer  acquisition as new products are launched or specific sales  targets need an extra boost to be reached.