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SaaS businesses come in all shapes and sizes — from new start-ups to large established businesses. Your call center needs to be flexible enough to grow with your business while providing world class customer support, high-performance sales, effective retention, and powerful cross selling/upselling.
We can do all this for you at Loop Contact Solutions. We can build, launch, and manage a scalable call center that fits your needs and your budget
There are two main types of SaaS businesses, B2C (Business to Consumer) and B2B (Business to Business). Some examples of SaaS B2C are applications such as Netflix, Spotify, Dropbox, Microsoft 360 Home Office, and Wix. Examples of SaaS B2B products are Salesforce, Ring Central, Twilio, Zendesk, or Square. Regardless of whether the SaaS company is B2C or B2B, they often will face similar problems.
As with any business, your profits depend on bringing new customers into the fold. Most likely, you use marketing strategies like this two-step process:
First, you use marketing campaigns to generate traffic/leads using any number of channels:
Then, you convert those leads into trial or fully paid subscriptions using strategies such as:
When your marketing is successful and customers sign on, pay, and start using your service immediately, that’s great. You don’t need a call center for those people. You need a call center with knowledgeable agents for the people who have seen your marketing, are interested, but not yet convinced to buy. These people have questions, they have concerns, maybe they want a demo or sample, perhaps they’re angling for a discount. This is where we come in. Our agents can provide you with personable, multiskilled agents who can talk to your leads (across multiple channels) and convince them to subscribe.
The idea behind a trial membership is to get the customer to use the service, enjoy it, experience a value from it, and determine if that value is enough to sign up beyond the trial.
There are two challenges with the trial membership. In some cases, the customer signed up for the trial and didn’t use the product/service. Perhaps they were too busy, it was too complicated, they were discouraged, etc. In this case, the agent can connect with the trial member help them overcome their obstacles, encourage them to use their trial, and follow up to persuade trials to purchase a full membership.
Other times, the customer DID use the trial membership, but it didn’t work for their needs. There are a number of reasons this could happen:
Our agents will follow up with trial memberships to make sure customers are satisfied with the product and convince them to convert into a fully paid subscription.
If your call center closes at 6:00 EST, that’s 3:00 in the afternoon in California. Anyone unavailable during business hours — whether they call you or you call them — will be missed. All those sales will be missed too.
You can tell when an agent doesn’t know what they’re doing — which is usually the fault of bad management. Customers get angry, the company looks like trash, and the agent takes longer on the call, which costs more since agents are paid by the hour.
Many companies lose 25% – 40% of inbound sales from callers who saw the marketing but aren’t convinced. A simple order taker won’t close the deal. These are complex sales. Callers have questions and concerns; they need to be persuaded.
New customers are extremely receptive to cross sells/upsells. So if you’re not taking advantage of this, you’re leaving money on the table — especially premium products. This is a great way to grow your business enormously.
Unhappy customers leave. Happy customers stay, renew, buy more. The secret? Use a call center that provides quality support, proactively identifies problems, and fixes them. Do that and cancels will go down while sales go up.
Unhappy customers leave. Happy customers stay, renew, buy more. The secret? Use a call center that provides quality support, proactively identifies problems, and fixes them. Do that and cancels will go down while sales go up.
It’s madness to lose customers over credit card declines or other payment problems. It usually just takes a call to resolve the issue or convince your customer to continue their subscription.
For customer service issues, our agents will:
To expand your customer base and enhance sales, we will:
Inbound calls (customer service, purchases, and onboarding) create opportunities to cross sell and upsell. Outbound campaigns to active customers are also great ways to cross sell and upsell. We can often get a 10% to 15% (or more) conversion from customers we speak to. There are several angles our agent can take:
Cross selling and upselling have a double benefit: 1) Most importantly, it brings in revenue;
2) By introducing other products and services through cross sells/upsells, active customers may enjoy an expanded interest in your products.
According to Forbes, American credit cards expire about every 4 years. That means that about a quarter of your autorenewal customers are at risk of failure. If there is a major security breach like there was with Target or Sony PlayStation a few years ago, the number of cards going out of circulation can be significantly higher — as millions of cards are canceled as a result of the hack. This doesn’t include lost, stolen, cancelled, over-the-limit, and fraud alert cards. Altogether, this is a lot of potentially failed autorenewals, and a lot of money left on the table.
We are experts when it comes to convincing your customers to renew — even if they were not planning to. Our agents can usually retain 20% or more failed autorenewals when speaking to the customer — which can usually more than cover the cost of this service, and then some.
Most businesses see 15% to 20% cancellations annually. There are many different reasons for cancelling (not just cost), so we train agents to identify the reason for cancellation, find a solution to the problem, and provide an incentive to retain the customer.
We do the same thing for cancellations that come through email and website channels. Since these vehicles don’t allow the opportunity for a dialogue between the agent and customer, we follow up each request with a phone call.
Our agents are multiskilled, so they can flow effortlessly across channels to maximize their productivity.
A seasoned call center expert is dedicated to your account. We make sure they will spend at least a solid week intensely studying your business, customers, products, marketing, sales, and technology.
We also provide a series of “train the trainer” sessions using Zoom video so you can easily transition knowledge from your expert to our expert. We use this material to create …
See how OneBlade transformed its backlogged customer service center into a high-performance asset with Loop’s elite support team.
We provide inbound and outbound call center services with highly trained, dedicated agents, through phone, email, live chat, and social media
What you get
Founder Jesse Rosenthal and Loop’s Senior Leadership team have decades of experience helping many of America’s biggest brands to build and run world-class support services and high-performance sales and retention campaigns.
We have studied the customer journey of various businesses and learned their pain points and opportunities. From that, we’ve developed 4 solutions and 13 services that increase acquisition, retention and deliver cross-sells and upsellsat key points throughout the customer journey. Our services are customized for each client, enabling us to start up new high-functioning call center services quickly.
We create and customize processes for each product we will sell and support. We also plan for every communication channel, whether inbound or outbound. These are then cascaded to our agent teams via an in-depth formal training program.
Each agent is trained separately for each of your products and services to be able to handle both sales and support, whether inbound or outbound. We maximize agent productivity by letting them switch from inbound sales calls to email support, outbound phone to inbound sales and customer services, and more, as needed. We do this while maintaining the highest standards in all channels and service types.
Our headquarters are in the center of talent in the Philippines. We select and nurture the best talents to help our clients grow. We go beyond skill and also look at compatibility. A team will be assigned to become your brand ambassadors who will know your product or service inside out. Aside from a strict 4-layer screening process, we conduct monthly refresher training programs to ensure they’re in tip-top shape while representing your brand. Our dedicated HR team knows how to pick the top market agents who have great potential. Our Operations team will train them to become top-performing agents, delivering world-class customer service and exceptional sales results.
We give you the right number of dedicated, skilled, trained agents for your business without overstaffing (and overspending). When you add new products, websites, marketing campaigns, and customers, we expand our scope, learn about the changes, update your processes, and train the agents. As your business’ phone, email, and chat needs grow, we add agents. If you need to scale back, we can do that too.
You will get a seasoned call center operations sales or support manager with extensive experience in launching new services. We will immerse ourselves in your business, build and launch your new service, and manage the team as performance ramps up, to reliably achieve great results.
We provide fully managed call center serviceswith your goals in mind. We can use your existing processes and/or create new ones for you based on your needs. We are flexible enough to help you scale your business faster.
Certifications
Our numbers
25%
Cross sells on inbound order calls minimum
25%
Cancels saved minimum
35%
Failed renewals recovered minimum
150%
Minimum ROI for sales services
1000%
Upfront monthly ROI record
50%
Savings using Loop
95%
Quality Assurance Score
8%
Average handle time on complex support calls
90%
Minimum inbound phone sales conversion rates
17%
Complex customer service emails per agent per hour
Why Loop?
As a full-service call center, we create high performance sales, customer service, technical support, and retention teams to handle everything you need — from inbound and outbound phone calls to email support to live chat. Our agents, processes, and technology are optimized to help you achieve your business goals.
How it works
It’s easy to get started. No long-term contract required. At our first meeting, we will discuss your needs/goals and offer a proposal with a customized plan of how to deliver high-performance call center support and results. Then, we will agree to a simple trial run using flexible terms and schedule a time to discuss your business and call center expectations.
After that, we will:
Finally, we will go live with the small-scale trial. Once the results and quality are proven, we will ramp up service to full scale to achieve your goals. But it doesn’t end there. We will continually work to expand areas of support and sales to help your business grow. We will also manage/improve your service over time and keep up to date on all changes.
Try us for 90 days and see real tangible results before you make your decision
Thinking about outsourcing? Send in this form and we’ll set up a call right away.
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To have a successful business, responsibilities must be delegated to the people who can perform the task best. We have decades of experience in customer support. We have knowledgeable, experienced agents who will provide your customers with world class service. That way, you don’t have to worry about that part of the business and can focus on the parts that do need your attention.
There is no single price point because each business has different needs, that is why our services are customized for each company. But our clients can expect superior quality at a very affordable price — with lots of room for scaling up or down. Contact us for a personalized proposal
Not at all. We work with companies of all sizes, across multiple industries. Even small businesses just starting out that hire an agent or two may increase to needing 10, 20, 50, 100 (or more) agents. Our goal is to grow your company exponentially through our world class customer treatment, sales, retention, and renewal services.
We will work with you to understand your needs and goals, then develop a plan to meet those objectives. We will first conduct small-scale test runs so you have an opportunity to see our agents and services in action. If you are dissatisfied with our performance at any time, you can cancel. But we think that is unlikely: our clients often reach their ROI upfront because we constantly monitor and improve our services so that your company reaches its goals faster.
We understand the value of loyal customers who return again and again to purchase your products/services. That is why we do everything in our power to grow your customer base, keep your current customers happy, and convince cancellations to stay on board.
111 Paseo de Roxas Ave
Makati, Metro Manila, 1229
Philippines
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