Customer Acquisition & Retention

Engage with customers to create revenue opportunities in every interaction

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Engage with customers to create revenue opportunities in every interaction

Business programs to acquire and retain customers can be some of the most challenging and expensive activities for a business. Customer sales journeys have changed dramatically and, with over 90% of customers starting their purchasing process online, the importance of effective technology to understand the end-to-end journey has never been greater.

GSN products enable organisations to maximise their sales outcomes though digital engagement, predictive analytics and proactive communications. When employees are involved in the sales process GSN technologies support not just effective customer communication but deep analytics of the content of the communication to identify the key actions for success and to make these scalable throughout the organisation.

Proactively engage with customers at any stage of the journey

Proactively collect insights linked to customer journey behaviors through observation and analysis of customer visits on your digital properties, such as websites or mobile applications. Our solutions can predict what it will take for visitors to achieve a desirable business outcome (such as a sale) and then acts to proactively offer the most appropriate and effective channel to assist them in completing their journey.

Proactively engage with customers at any stage of the journey

Proactively collect insights linked to customer journey behaviors through observation and analysis of customer visits on your digital properties, such as websites or mobile applications. Our solutions can predict what it will take for visitors to achieve a desirable business outcome (such as a sale) and then acts to proactively offer the most appropriate and effective channel to assist them in completing their journey.

Outbound campaign management

Turbo charge telemarketing and outbound sales activities with sophisticated AI driven campaign management technology that optimises agent efficiency and meets regulatory requirements all without sacrificing customer experience. With campaign management capabilities that extend from voice to email, SMS and asynchronous messaging the ability to reach out to your prospective customers is unlimited.

Understand the experience with your products and promotions

Want to understand what customers and frontline teams are saying about your products or latest promotions? Our solutions integrate with your existing customer contact systems to capture and analyse valuable customer and employee insights during every interaction.

We work with your business to customise dashboards to understand :

  • what customers think of your products
  • any repeatable customer pain points
  • any customer objections to purchase
  • how product (and pricing) changes are being perceived
  • whether your latest promotion resonates

These insights enable your business to continuously improve investments in your product, pricing, and promotional mix.

Understand the experience with your products and promotions

Want to understand what customers and frontline teams are saying about your products or latest promotions? Our solutions integrate with your existing customer contact systems to capture and analyse valuable customer and employee insights during every interaction.

We work with your business to customise dashboards to understand :

  • what customers think of your products
  • any repeatable customer pain points
  • any customer objections to purchase
  • how product (and pricing) changes are being perceived
  • whether your latest promotion resonates

These insights enable your business to continuously improve investments in your product, pricing, and promotional mix.

Share best practices to improve performance

Why do some frontline team members get better results than others? What are they doing differently? Our solutions integrate with your existing customer contact systems to capture and analyse best practice sales and service techniques during every interaction.

We work with your business to customise dashboards that can focus on:

  • variation in underlying performance across your frontline teams
  • who is performing well, and what are they doing that resonates with customers
  • how to update training to include best practice and rollout across the team
  • whether best practice techniques are adopted

These insights enable your business to continuously improve frontline sales and service performance.

Identify opportunities to improve individual performance

How do you understand the performance of your frontline team members, without investing in every interaction? How do you work out where to focus valuable supervisor time to coach performance and/or behaviours? Our solutions integrate with your existing customer contact systems to capture and analyse individual agent performance during every interaction.

We work with your business to customise dashboards that can focus on individual agent performance for:

  • meeting required sales performance
  • meeting required service to customers
  • adherence to scripting
  • ensuring product knowledge
  • understanding compliance risks

These insights enable your business to continuously improve the performance of individual frontline team members through systematic identification and delivery of coaching needs.

Identify opportunities to improve individual performance

How do you understand the performance of your frontline team members, without investing in every interaction? How do you work out where to focus valuable supervisor time to coach performance and/or behaviours? Our solutions integrate with your existing customer contact systems to capture and analyse individual agent performance during every interaction.

We work with your business to customise dashboards that can focus on individual agent performance for:

  • meeting required sales performance
  • meeting required service to customers
  • adherence to scripting
  • ensuring product knowledge
  • understanding compliance risks

These insights enable your business to continuously improve the performance of individual frontline team members through systematic identification and delivery of coaching needs.

…allows us to quantify at a large scale how customers are feeling about the service we deliver, which we use to improve our products, our contact centre and how we do business with our customers

Alex Hnarakis, Head of Service Optimisation & Premium Support
MYOB

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