RETAIN: Domain Name Registrar

Domain Name Registration is a highly competitive market with several players offering discounted services. Dialogue understood this challenge in the context of this marketplace and helped design contact methodologies and messaging strategies that evolved through nearly 50 iterations.

The situation
Our Client wanted to maintain their profitable customer base in the highly competitive marketplace without incurring an increased cost for retaining these clients. In addition, different customer segments had different message offers available to them based on their service needs that needed to be presented professionally and seamlessly to these customers.

The solution
Dialogue developed an automated selection strategy to define customer base and contact methodologies for the various target audiences. Dialogue implemented this outbound telesales initiative that included:

• Outbound Telesales
• Decision Maker Identification
• Customized Offers
• Up-sell and Cross-sell Strategies

Dialogue was commissioned primarily for the purposes of outbound telesales, but when winter storms closed the Client's inbound call center operation, Dialogue was asked to provide an emergency solution. Within four hours, inbound operations were routed to Dialogue facilities and response rates and conversion levels matched those of the Client's in-house center.

The results
Dialogue has helped our Client retain thousands of customers through our unique solution and offer. In fact, Dialogue sales have consistently been between 50% - 55% above levels established by the customer for program efficacy.

"We're very pleased with the work of Dialogue Marketing. They offer an experienced team of professionals who showed us a strong interest in understanding our company and our goals before they offered their suggestions about how to proceed. They are very responsive to our changing needs and we feel their sales agents are very capable."
- J. O'Farrell, Marketing Manager.