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Usually because it provides an opportunity to upsell. Or to answer any questions in a synchronous fashion. Great for sales and preventing abandonment - but not
by edent 7y ago
Usually because it provides an opportunity to upsell. Or to answer any questions in a synchronous fashion.
Great for sales and preventing abandonment - but not great for simple or routine transactions.
- crispyambulance 7y agoYep, and many customers use a "cancel service" request as a pretext to get a discount or other benefit. The call-center departments that handle cancellation requests aren't frequently named "Customer Retention" for nothing. I've gotten discounts and free-bees from my NYTimes electronic subscription in this way.