Achievements: Staff cost reduction, 87% in likelihood of customers taking a loan

Credit 24

Challenge

Our client who operated in the finance space in Australia approached us looking at ways on how to increase their inbound sales. This client is an all online finance provider. Their website visit statistics showed that people who were visiting their website but the conversation rate to sales which they were receiving wasn’t favourable. Being an omnichannel contact centre, CDM Direct offer services that cover multiple levels and points of contact which includes Live Chat and Social Media.

Solution 1

There were two main digital elements we introduced in order in increase their inbound sales. The first element was Live Chat. 83% of consumers requires some degree of customer support while making an online transaction. Live Chat enables you to have a real-time conversation with your customers while they are on your website. It’s quick, convenient and customers love it. We introduced Live Chat onto their website. Live Chat provided us with an opportunity to hold our client’s customers’ by the hand and help them overcome objections to get to a buying decision. On a customer satisfaction survey done with these customers, 87% of the customers said that the live chat button gave them the confidence that they can get help if they need it. Not only did Live Chat help increase sales but also acted as a great opportunity to improve customer satisfaction.

Solution 2

The second digital element we used for this client was using social media as an advertising platform to generate more inbound volume. Our team of Digital Marketers, under the guidance of the client, launched campaigns in Facebook and Instagram. They first met with the client to understand their ‘target audience’ and what message they wanted to be passed across and in what frequency. After having gathered all these relevant information, our team of Digital Marketers successfully created and launched numerous campaigns which generated a very desirable number of sales. These two elements helped increase the inbound sales for our client in a very cost-effective manner.

“CDM and its team have been a very important part of our success and growth. It is not always easy to trust another company to service your customers but we never had to question their ability to keep our customers happy”
– Sarah Lilley – HR Business Partner – Credit24