Retail Case Study 4
Bilingual Campaign for a Famous North American Pizza Chain
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Background
A well-known North American pizza chain was seeking to enhance its customer service and drive revenue growth through inbound sales, upselling, and customer support. The chain had a large bilingual customer base, but its existing support systems were unable to effectively cater to both English and Spanish-speaking customers. The company wanted to improve its ability to serve both languages while increasing sales and customer satisfaction.
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Objective
To implement a bilingual (English and Spanish) customer support campaign aimed at increasing inbound sales, boosting upselling opportunities, and improving overall customer satisfaction. The goal was to achieve a significant revenue boost within four months.
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Solution
Corpshore Solutions deployed a bilingual customer support and sales team, trained specifically to handle the pizza chain’s product offerings, customer preferences, and upselling strategies. The team managed inbound calls for order placements, upselling opportunities for sides and premium products, and resolving customer inquiries. Using real-time CRM integration, agents were able to provide personalized customer experiences that promoted repeat business.
Key Features
- Bilingual customer support (English and Spanish) for inbound sales and order support
- Upselling strategies integrated into every sales call, promoting add-ons like drinks, desserts, and premium pizza options
- CRM integration for tracking customer preferences and creating personalized offers
- Data-driven campaign optimization, with real-time adjustments based on customer feedback and sales performance
KPIs & Metrics:
- Revenue Growth: Boosted revenue by 146% within four months
- Upselling Success Rate: Achieved a 35% increase in upselling conversions
- Customer Satisfaction: Improved customer satisfaction by 20% due to bilingual support and personalized service
- Call Conversion Rate: Increased inbound call conversion rate by 25%
Outcome
Within just four months, the bilingual campaign led by Corpshore Solutions resulted in a 146% revenue increase for the pizza chain. The implementation of upselling strategies during inbound sales calls increased conversions by 35%, significantly enhancing average order values. Customer satisfaction improved by 20% as the bilingual support team provided personalized service to English and Spanish-speaking customers, leading to repeat business and long-term loyalty.