DE
Customer service as a sales channel
Subscribers want to interact seamlessly with Customer Care around the clock, just as they do with Amazon or eBay. They want to communicate flexibly by phone, email and chat. By using these contact points for cross-sells and up-sells, we maximize customer lifetime value.
Logged-in readers can be easily identified. Our marketing team uses a customized configuration of the dsb fly eco-system to automatically submit targeted micro-offers to these readers. We unleash the sales potential that lies dormant in customer self-service for you. Through AI-based automation, we reduce your costs and increase customer satisfaction, because the customer receives 24/7 support.
We also rely on AI (artificial intelligence) in personal customer care. Our service agents are shown suitable up-sell and cross-sell offers or cancellation prevention offers directly in the processing screen for incoming calls. For example, we can provide a reader who books the vacation service with a perfectly matching cross-sell offer. In the event of a complaint, we offer your subscribers suitable reading samples. In this way, we not only increase loyalty, but also strengthen your brand – we show what your label stands for and which content and products belong to it.
By incorporating targeted interaction opportunities into the customer journey, we ensure that customers and prospects reconsider their intentions and prevent impulsive and rash behaviour. We use this deliberately provoked friendly friction in the “My account” area to prevent customers from cancelling or to promote additional products.
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These premium brands rely on our eco-system:
