Our outbound solutions, developed in partnership with our clients, are designed to engage with customers throughout their journey with the brand. Regardless of the outbound campaign, we are dedicated to achieving our client’s goals – reaching out to prospective customers, enhancing the power of a marketing campaign, or welcoming new customers to the brand!
Welcome to the Brand
Enhancing the experience of our client’s customers can sometimes be as easy as making a welcome call.
For our automotive client in Thailand, we developed the welcome call team within the Customer Relationship Center (CRC) to reach out to new customers (based in Thailand, Indonesia, Philippines or Vietnam) within the first 30 days of their purchase and offer them a genuine welcome to the brand. The objective is to establish or further enhance the relationship between brand and customer during the early stages of ownership.
The welcome call itself can last anything between 60 seconds to 60 minutes. As well as offering a warm welcome, the team answers any post-purchase questions the customer may have forgotten to ask the dealer or help resolve any initial concerns or problems they have encountered. If a concern is picked up, the welcome team hands this over to the main CRC team, who resolve the concern. This proactive approach to identifying early problems not only reduces the inbound calls to the CRC but can also play a part in enhancing the customer’s perception of the brand.
The team successfully welcomes around 40,000 customers to our client’s brand each year.