Upsell is a business term that refers to the process of influencing a customer to purchase a product that's a premium and more expensive version of the one they were about to purchase. For example, when buying a new car the salesman may try to upsell the customer from the basic model to the one that includes four wheel drive and heated seats. Or, when a customer puts a baby stroller in their online cart the website might present them with a higher end model that's a bit wider and has cup holders.
Trying to upsell customers, especially existing ones, only makes sense for businesses. Companies are much more likely to upsell a current customer than a new prospect. But aside from that, upselling has an obvious, positive impact on revenue and it increases customer lifetime value (CLV).
However, businesses that approach upsell from a purely selfish standpoint might find their efforts fall flat. They need to show customers the benefits of owning the premium product and then make them feel good about their decision post-purchase. Additionally, companies need to be careful about not being too pushy during the upsell process because that might turn customers and prospects away.
Contact center agents are frequently expected to upsell and many of them are not comfortable doing it. That's expected - we've all been on the receiving end of annoying sales efforts and would be reluctant about being the "culprit". Contact center leadership has the responsibility of making agents comfortable with and proficient at the upsell process. They can do this by using techniques such as scripting, role playing and having agents listen to calls in which agents exhibit good upsell technique. Incentives and making upsell results visible can also help motivate agents.
NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. Our best-in-class solutions allow businesses to bring visibility to sales efforts such as upsell. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact center operations. CXone includes:
Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.
Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).
Analytics – turns insights into results by making data relevant, easy to consume and actionable to drive measurable improvements and understand the omnichannel experience customers receive. These solutions include interaction analytics, customer surveys, reporting and performance management.
CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.
