How RevGuard Lowers Chargebacks
RevGuard always cuts chargebacks in like vs like comparison with call centers

The reasons RevGuard lowers chargebacks are mostly common sense, but here’s details on why RevGuard cuts chargebacks. Every. Single. Time:

Fact is, RevGuard has never had a documented case of higher chargebacks with customers when comparing like-vs-like programs. Never.

The key factors summarized (a more detailed explanation is below):

1) SPEED. NEVER is there a hold time. And typically in 35 seconds a customer is done and off the phone, versus an average interaction time (including hold time) in excess of five minutes for most merchants using a live solution. Customers like fast;

2) Customized. The messaging and the offers are immediately offered to a customer based on their status (in-trial, ongoing, cancelled, RMA issued, partial refund, etc.).

3) Uniformity. Every interaction with the system is based on status and it is always the same. The system never has a bad day, never gets the offer wrong and never has poor voice inflection.

4) Human Conflict. There’s no human conflict with the system, no arguing, no exasperation, no escalation. Just, fast, customized, uniform offers of solutions.

5) 24×7. RevGuard never sleeps. It never takes holidays. It never has a poorly trained “graveyard” shift. It never suffers turnover. It never has poor training. It’s ALWAYS ON.

6) Primary vs Secondary Pain. RevGuard quickly eliminates the primary pain (cancellation, ongoing charges, or retention or confirmation). This then softens the secondary pain (the trial charge, the ongoing charge, etc.) and often (not always) a customer doesn’t pursue the secondary pain (i.e.; chargeback or refund);

More detailed Discussion

How did RevGuard find the Holy Grail of customer interaction – lower refunds and lower chargebacks?

It’s a common asked question and one that historically seemed impossible.

The old rule of thumb was if refunds go down, chargebacks and complaints go up.

That’s the old rule of thumb. Really old.

Fact is, RevGuard has never had a documented case of higher chargebacks with customers when comparing like-vs-like programs. Never.

And, lower chargebacks also mean lower complaints, happier customers.

You probably want to know how we achieve lower refunds AND lower chargebacks?

Mainly because we are competing against old school technologies that haven’t evolved or improved since the 1970s.

It’s also the case that sometimes, (not always) a technology beats a human. If that weren’t the case, well, then we’d never text would we?

So here’s a detailed explanation of the summary reasons listed above.

1) SPEED.

You’re driving along in your car or standing in line for coffee and you want to cancel or interact with a merchant that is selling you a continuity product.

Old Fashioned Way: On your marks, get set….ring, ring, ring, ring. “Thank you for calling ABC Company. Your call is important to us. Your estimated wait time is five minutes.” Now queue the 70’s faux jazz and sit back and relax. No wait, sit back and get more and more angry.

“What the heck?” you say. “Forget this. I can just go online and do a chargeback with my credit card company!”

New Tech: On your marks get set…ring, your call is recognized your name is affirmed to you (typically within three (3) seconds and you’re given a choice within six (6) seconds. You make your choice, your choice is confirmed and you’re off the call in another eight (8) seconds. You step forward.

“I’ll take a double latte, no foam.”

That’s part of the beauty of an integrated system that immediately pings your CRM database and starts presenting choices to you.

Fast.

In customer surveys, fast and custom always wins.

2) Customized.

We’ve all been there. You get that customer service representative finally on the line and then starts the questions.

“What’s your name?” “Can you spell that please?” “Ok, I see you now. You ordered on January 10, 2015.” “How can I help you?”

Then you explain what you want.

“Sure, one moment. Let me check.”

“Sir, I have to transfer you to another group. Hold please…”

It’s a back and forth process that aggravates you and your customers.

By the time you finally talk to the person that can help you or discuss what you want, you’re agitated.

Now try RevGuard.

RevGuard’s system dives into the CRM you are using (on a slow day it may take a full 1/2 second to do this) and checks exactly what your status is (in trial, ongoing, RMA, RMA waiting on a return, already cancelled, etc.) and immediately gives you a custom message for your exact status and gives you an option designed to help you make a quick, happy decision.

Again, you’re off the phone

3) Uniformity.

Remember post office. You’d sit in a circle with friends, say something and pass it on to the next person and then the last person would say what they heard.

Queue the funny lines and laughter.

But it’s not so funny when it’s your call center.

Fact is, scripting with a human CSR rarely sticks to the script. On top of that, CSR’s have to look at a customer’s status and deliver the right message, with a positive tone and a helpful attitude.

RevGuard sounds the same every time. It has the same offer (or testing offers) based on status every time. It never struggles with wording or leaves something out.

The system never has a bad day, never gets the offer wrong, and never has poor voice inflection.

4) Human Conflict.

Often times in continuity products there is “Buyer’s Remorse.” A consumer buys the product originally and either doesn’t use it on an ongoing basis (although it is being shipped) or didn’t read the disclosures on continuity shipments.

That’s the consumer’s fault for not taking normal precautions or paying attention to what they are agreeing to.

However, the result can be a hostile interaction.

Often times, despite the best efforts of a CSR, the customer is in an agitated state and looking for a fight.

The best CSR’s can diffuse the situation or simply hang up. But all too often, CSR’s get drawn into a battle that they can’t win. Human nature takes over. There are arguments, back and forth, chatter with voices raised and what was at first a tense situation, becomes an all-out battle.

The customer now turns to a chargeback as their solution.

With RevGuard, the choices are quick, simple and efficient. A customer gets cancelled very fast (pressure goes down) and then gets a choice of different options and makes a fast, proactive choice (there’s a feeling of more control and that they are making a choice).

The result, is there’s no human conflict with the system, no arguing, no exasperation, and no escalation. Just, fast, customized, uniform offers of solutions.

5) 24×7.

RevGuard never sleeps. It never takes holidays. It never has a poorly trained “graveyard” shift. It never suffers turnover. It never has poor training. It’s ALWAYS ON.

Have you ever called your call center at 4am? Even if it’s staffed 24×7, you’ll find you aren’t getting the “A” team during the graveyard shift.

Typically, 30% of your calls will come during non-traditional work hours.

Most outsourced call centers manage their off peak hours by having fewer staff for more products. Knowledge and competence for your product goes down, customer frustration goes up.

RevGuard is the same all the time. Whether it’s 10:00 am, noon, 5:00 pm, midnight, 3:00 am in the morning, it’s always a fast, efficient interaction for your customer.

6) Primary vs Secondary Pain.

RevGuard quickly eliminates the primary pain (cancellation, ongoing charges, or retention or confirmation). This then softens the secondary pain (the trial charge, the ongoing charge, etc.) and often (not always) a customer doesn’t pursue the secondary pain (i.e.; chargeback or refund).

With CSR’s customers often get their primary pain addressed and then escalate into conflict on the secondary pain (wanting a refund, etc.)

With RevGuard customers get their primary pain addressed and then, depending on the tested parameters, are moved to different options which are more advantageous to the company and customers are more likely to feel happy about choosing.

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