WHY YOU NEED THE HIGHEST QUALITY CUSTOMER SUCCESS
CUSTOMERS EXPECT MORE
Good enough is no longer good enough. Creating delightful experience is key to your success.
FOCUS IS CRUCIAL
Specialisation works. We help create amazing experiences so that you can focus on what matters.
BALANCE
It is crucial to strike the right balance between volume and quality. Both need to work hand in hand.
UNIT ECONOMICS
The volume needs to be right, the quality superb and the costs favourable.
ROBUST QUALITY ASSURANCE
Putting in place the correct working environment to care for your customers is crucial.
INVESTORS TEST YOUR PRODUCT
Investors test your product. Slips in customer success can create permanent setbacks.
WHY GROWTH PROS CAN AND WILL HELP
At GrowthPros, each client is unique. Which is why we create strategies tailored to the needs of each company. Reach out and we’ll help you get your brand exactly where it needs to be — ahead of the rest.
€100M+ SELF GENERATED ONLINE
Over the last 14 years we have generated €100m+ for our own businesses
100+ YEARS OF HYPER GROWTH EXPERIENCE
Growing isnt easy and our proven team has 100+ combined years experience.
VELOCITY AND SPECIALISATION
We have the experience and muscle memory to move fast and get results that count.
PLENTY OF PITFALLS
Oh we have seen them too. Many of them to put it mildly. We will help you avoid them.
GREATER RESULTS
We know where to start. We will find singificant opportunities quickly and earn your trust.
BIGGER PICTURE
We think about the entire experience. We will help you find holistic and long lasting solutions.
FOR EVERY CUSTOMER WHO COMPLAINS THERE ARE 26 CUSTOMERS WHO DON'T SAY ANYTHING.
Instead of vocalising their furstrations to your Support Team, they simpy stop buying from you and cancel their subscription.
Fred Reichheld - Bain & Company
CUSTOMER CARE
EMAIL SUPPORT
Words That Count
CHAT MANAGEMENT
Interactions that Matter
SOCIAL CHANNEL SUPPORT
Supporting Your Customers & Brand
SALES SUCCESS
OUTBOUND SALES
Monetising Historic Databases
OUTBOUND SALES
Assisting New Sign Ups
INBOUND SALES
Helping Your Hottest Users
OUTBOUND SALES EXAMPLE – MONETISING HISTORIC DATABASES
Problem:
A large B2C client had a database of tens of millions of partially completed leads it wanted to convert into free trial users and later paying customers
Solution:
The project started with a 50 person pilot and grew to over 800 skilled agents communicating with and encouraging users to complete registrations
Result:
•109% increase in registrations
•33% decrease in CPA’s
•3.5x ROI
OUTBOUND SALES
ASSISTING NEW SIGN UPS
Problem:
The client was a large free trial with paywall operator that wanted to reduce cart abandonment
Solution:
• Communications solution initiated within the first 120 seconds of website abandonment.
• Potential users communicated with multiple times within the first 2 days of website drop off
• Email communications sent to potential leads to provide additional information
Result:
• Website traffic to lead conversion went from 14% to 21% and CPA’s reduced by over 50% with ROAS increasing by 100%
INBOUND SALES – HELPING YOUR HOTTEST USERS
Problem:
A tired salesforce was disengaged and order taking as opposed to solution selling. The average time to connect to an agent was upwards of two minutes and the average conversion rate per agent was far below expectations.
Solution:
CRM and workflow processes were adjusted to improve agent connectivity. Consistent quality assurance checks and training was provided to improve agent conversion rates upfront and throughout.
Result:
•Time to connect to an agent reduced by 29%
•Agent conversion rate increased from 9% to 14%
EMAIL – WORDS THAT COUNT
Problem:
Customer contacts went from 6k to 24k customer emails queries per day. There was an overnight requirement for an excess of 100 fully trained customer service agents
Solution:
Mass hiring and training of customer service agents during very challenging conditions
Result:
•First response times went from 72 hours to under 24 hours
•CSAT increased to higher than pre covid levels
CHAT – INTERACTIONS THAT MATTERS
Problem:
Website AI bot failing to answer customer queries with sufficient quality and accuracy. The cost of replacing the AI bot with a live online specialised agent was too great
Solution:
Created affordable specialised subject matter agents employed to chat with customers at identified customer interaction points
Result:
•80% of Customer queries answered within 3 minutes.
•Monthly active users increased from 30% to 50%
•Customer conversion rate increased proportionately
SOCIAL MEDIA – SUPPORTING YOUR CUSTOMERS AND BRAND
Problem:
Using third party tools to over automate and generify customer query responses on social media channels resulted in frustrated current and potential customers and a negative online reputation
Solution:
Social media and user generated content monitoring services provided 24/7
Result:
Personalised online responses delivered resulting in a 15% increase in positive online reputation sentiment
THE BASICS – THE ESSENTIALS
HR Services:
The People – We find the wave makers
The Processes – We empower them
Trust and Safety:
Your safe with us. We pride ourselves on the highest standard of Quality with a focus on Quality planning, Quality Assurance and Quality Control
Real Time Reporting and Insights:
Not only do we provide world class reporting at a cadence that you feel comfortable with we provide valuable business insights based on meaningful data. We will accelerate your business by tweaking interactions to add value quickly and affordably
HOW WE WILL HELP YOU GROW
OBSERVE
Research Your Business
Understand your brand
Know your short, medium and long term goals
Get to know your customer
EVALUATE
Analyse Your Data
To know your data we need to walk through your user journeys
We need to understand your core metrics
We then define, together, a series of Tier 1, Tier 2 and Tier 3 metrics
We then determine benchmark data before going any further. In order to make gains you have to know where you are at and have been
DECIDE
Agree Your Strategy
This is very much an iterative process
It does not take forever - far from it
We prefer oingoign allignment rather than big bang reveals and shocked faces
ACT
Deliver Your Results
We got to know each other
We became friends
We agreed a plan
Now it is time to deliver and deliver we will
Trust will be earned through the results we will deliver
REPEAT
Make More Waves
Before we repeat we evaluate what worked, what didnt, what could we have done differently
Every test elevates us higher. We have more brand and product knowledge. A greater understanding of the customer.
We Repeat the next series of tests but Smarter than before.
93% OF CUSTOMERS ARE LIKELY TO MAKE REPEAT PURCHASES WITH COMPANIES WHO OFFER EXCELLENT CUSTOMER SERVICE
Hubspot Research
PLATFORMS WE HAVE WORKED WITH
We have worked on every major CRM and have extensive experience with CRM integrations and customisations too.
PVQ
PROCESS,
VOLUME, QUALITY.
These 3 words help us to onboard, refine and successfully hit targets with new customers.
We have seen most type of campaigns and can ramp up fast with proven methodologies.
HOW WE PARTNER WITH YOU
Take Your Pick
AS WE IMPROVE YOUR CONVERSIONS, WE WILL HELP IMPROVE MORE KEY BUSINESS AREAS LIKE....
COMMUNICATION AND REPORTING
Weekly Calls and Reports, Scheduled Reviews and Always On Support
You will always know what happened, why it happened and what we think will happen next.
FAQ
Everything You Need to Know
HOW MUCH DOES IT COST?
This depends on the number of team members desired, the shift times and the ratios of management and staff etc. We are very confident we can strike the optimal balance between cost and quality.
Let’s have a call to discuss and understand your objectives.
DO I HAVE TO COMMIT TO A LONG CONTRACT TERM?
Projects like this involve a ramp up of human agents. Minimum contract lengths therefore apply.
IS IT RETAINER OR PERFORMANCE BASED?
Contracts typically include a retainer with certain performance elements based on mutually agreed measurements of success.
It is worth a conversation to discuss fit.
WHAT OTHER SERVICES DO GROWTHPROS PROVIDE?
We offer a full suite of growth services. Everything from Conversion Rate Optimisation, to Online Reputation Management, Outsourced Customer Success and Digital Marketing and Automated Communications. We can assist in other areas too
DO YOU ONLY WORK WITH HIGHLY ESTABLISHED AND MORE MATURE COMPANIES OR CAN YOU HELP START UPS AS WELL?
We help grow brands we believe in. We assist both highly established and mature business gain new ground and also support start ups with big ambitions.
WHAT IS THE ONBOARDING LIKE?
We dont like to drag the onboarding out like a never ending engagement but we do like to get to know our partners during the Observe and Evaluate phase. This allows us to create the correct strategy and ultimately allows for maximum growth. The onboarding usually takes one month.
SET UP A FREE CONSULTATION
Pop in your details and let's arrange a free consultation where we will show you at least three exciting opportunities for free.