Increase Online Sales with a Dedicated Call Center
Scout Pro is the best way to recover abandoned checkouts and build customer relationships for high-value and speciality products. We offer a full-service call center service to scale your sales through 1-on-1 customer conversations.
Call center software
If you already have your own staff ready to make calls, just plug and play Scout Pro to enable the right 1-on-1 conversations.
Full-service call center
Do you get too many daily abandons to call yourself? We also offer dedicated callers so you can scale up and down with demand.
Which Products are best suited for 1-on-1 sales?
Expensive products can be tough to sell online. Even with high quality traffic, converting those sales is hard. Why? Because expensive products cause customers to pause and consider the reasons against making a purchase. Its reasons like this why they sell better 1-on-1 because customers can ask sales staff questions and raise concerns.
Specialized, technical, niche, or rare products tend to raise questions. Products like this carry a variety of questions unique to each customer which standard FAQs won’t address. Reaching out to customers interested in these products and addressing their questions shows your brand as a trusted authority, which builds trust and converts more sales.
Physically large products, such as furniture or sporting equipment, also sell better through 1-on-1 channels. In addition to these products being expensive, these products are large and heavy, which raise shipping and handling concerns. Pre-sale support on products like this does wonders for building brand repuation and as a result, closing sales.
A Call Center Purpose Built for Checkout Recovery
High Converting Call Scripts
Our templated scripts approach conversations with the aim to solve your customers’ problems first before closing the sale.
Prioritized Call Logs
As checkouts are abandoned, calls are re-prioritized so your callers are always talking to your highest value customers at any time.
Scout Pro supports SMS conversations. When leads come in, your Scout agents can also communicate with customers through SMS.
English Speaking European Staff
We employ English speaking European staff so your callers can better relate to your brand and customers.
Case Studies from Scout Merchants
Scale Call Staff
Scale your number of agents up or down based on demand. No hassel or hidden fees. Call Center as a Service for Ecommerce.
Inbound Call Answering
Afraid to put a phone number on your website because of the large in-flows of calls? Outsource those conversations to your trained staff.
Call Back Requesting
Collect high value leads through the Scout Pro call-back widget. Interested customers can request call backs so your agents can reach out.
Frequently Asked Questions
Is calling an abandoned checkout customer a good idea?
It depends largely on the product and the value of the basket, but yes, tt is a good idea. Your callers will reach out to customers who entered their personal details, and phone number. Once they enter their personal information and enter the checkout page (where they likely dropped) is when we qualify the checkout as abandoned. This means any lead alerts your callers get is for a very interested buyer who probably dropped because of an unanswered question or concern. Once your agent calls them, acknowledges this concern and addresses it, you have a strong chance of recovering the sale (or even making an upsell).
We’ve found buyers do not get frustrated by these calls because agents are specifically trained not to be pushy, and start the conversation with the sole purpose of asking for feedback and proactively solving a problem.
How will agents know what to say on the phone?
We get this a lot. We’ve trained our scouts to use high converting call scripts unique to each customer and their shopping cart. If there is any customization you want to make depending on the product, you can go into your admin account and edit it yourself at anytime.
What kind of conversion rate can I expect from agents calling my abandoned checkout customers?
It depends store to store, but if you have a niche or expensive product, we have found conversion rates can reach over 50%!
Should I make the phone number field "Required" or keep it as "Optional"?
Keep it as “Required”. We know that many people feel asking for a phone number might discourage a customer from completing their checkout. We disagree with this for a couple reasons. 1) These days with new browsers auto-filling fields, many times the phone number field is auto-populated. And 2) an interested customer won’t be deterred by this field if it’s something they need. We did a pros and cons analysis in this post with more details here.
More importantly, for you to get the most our of your Scout Pro Call Centre you should set the phone number field to “Required”.
Do you have a call back request function?
Yes! Upon request, we will send you a small code snippet to add to your product pages (or we can do it for you) which will allow your customers to schedule a call back to speak with an agent. This tactic has been proven to convert high quality traffic to specialty, unique, and/or expensive products.
Do you also offer inbound phone support?
Yes! If you want Scout call agents to also be available for inbound call answering we can offer this to high volume clients.
How does pricing work?
Depending on the number of calls you want made, we will give you a quote. Before we can get started the app you install through contacting us is the first step in attaining your quote. All you have to do after installing the app is configure which minimum cart values you want our call center to call for you. Once we take a look at your store’s order quantity history and abandoned checkout history, we can give you an accurate quote.