RevGuard’s phone OCO has been used on over 200 brands for 75+ companies on customers.
We’ve never had a situation where we didn’t do two things:
1) Make you more money
2) Make your customers happier
Why It Works
When customers interact with your company, surveys show they want two critical things when dealing with your customer service:
Provide your customers with Speed/Ease and Resolution, and they will reward you with:
- Higher revenues per customer on average
- Lower refunds per customer on average
- Lower chargebacks per customer on average
- Higher customer satisfaction per customer on average
When you use the RevGuard OCO® system, you give your customers fast, targeted resolutions tested and optimized to maximize customer lifetime value.
The Basics – How Phones Work
The foundation of our technology is A/B testing. We use the same tried and true science you’ve used for years to lift landing page, email, PPC and other channel conversion to lift customer lifetime value (CLV) for the customers you’ve already acquired.
When a customer uses the phone to reach out to you, our system quickly identifies the customer (80% of identifications occur with no customer input) and then puts them into a testing cohort. We then quickly serve them up with an option or a set of options based on their status.
A typical RevGuard OCO® handled customer is off the phone with a happy, more profitable outcome in less than 35 seconds.
RevGuard’s software and team of customer success managers then analyze and review the results of the various A/B tests in various cohorts. By calculating out the CLV impact of various actions and choices and the rate at which customers choose those choices, we create actionable information for you to modify your current customer service interactions, pricing methods and retention options to increase CLV.
To date, every customer who has used our system has generated a solid, provable, economic lift in CLV and an ROI in excess of 350%. Every. Single. Time.
The process of improvement is never ending and always based on the science of A/B testing.
OCO® Beats Live CSRs Every Single Time
One misconception some merchants have is that they think their customers prefer live customer service representatives. It’s true that some people, some of the time have some issues they want to solve with live customer service. But almost always, customers prefer speed/ease and resolution in a fast, status targeted method.
A live CSR agent interaction usually takes 3-5 minutes after a typical hold time of 1 minute or more. In addition to the increased time, live CSRs also go through a series of questions to get to the point of resolution, which increases customer agitation. The negative impact of 100% Live CSRs is shown through higher CSR costs, higher refunds and higher chargebacks.
IVR API Integration
- 1. Customer calls support
- 2. IVR routes call to OCO
- 3. OCO communicates with CRM
- 4. OCO instructs IVR response
- 5. IVR responds to customer
- 6. Customer accepts offer
- 7. IVR communicates to OCO
- 8. OCO communicates to CRM
- 9. CRM responds with confirmation
- 10. OCO instructs IVR response
- 11. IVR responds to customer