CRT-261 · Question #123
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service…
The correct answer is A. Einstein Next Best Action. To ensure upselling occurs only when customers are likely to be receptive, implementing Einstein Next Best Action is recommended. This tool uses AI to suggest the most appropriate actions or offers to service agents based on customer context and interaction history, increasing…
Question
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that have been upsold new products are two times more likely to remain a customer. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
Options
- AEinstein Next Best Action
- BService Analytics Predictions
- CVisual Remote Assistant
How the community answered
(25 responses)- A76% (19)
- B16% (4)
- C8% (2)
Explanation
To ensure upselling occurs only when customers are likely to be receptive, implementing Einstein Next Best Action is recommended. This tool uses AI to suggest the most appropriate actions or offers to service agents based on customer context and interaction history, increasing the likelihood of a positive response to upselling efforts while maintaining customer satisfaction.
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