“We try to be different and that is a success”, commercial director Bas Diepeveen begins to elaborate on Uitblinqers enthusiastically. This company, founded about 2.5 years ago by Hugo Gubbels, specializes in customer contact and sales.
In addition, it also offers consultancy services for the realization of, for example, a better online customer contact structure. By only working with HBO and WO students, Uitblinqers is able to handle (commercial) customer contact at a level that brands cannot do themselves.
The still young Uitblinqers shows impressive growth figures, generates a healthy ROI for its clients and most importantly, the customers are satisfied. “We have devised a way to make customer contact more personal, more efficient, more fun and therefore more successful for everyone. This applies not only to our clients and their customers, but also to our employees. Moreover, our clients can save costs by organizing customer contact more efficiently. and to optimize the return from the conversations in a natural way, such as cross-selling and upselling, but also reducing the dispatch of technicians,” explains Diepeveen.
“Our students become real ambassadors for the brand. That is of course only possible if you work for real A-brands. They enjoy working at Uitblinqers; they can learn in a competitive atmosphere and have fun parties, which leads to friendship and sometimes even falling in love. Due to their background and fast learning curve, they are able to give a good answer in their own way and that little bit extra. The more complex, the more challenging: at one of our clients, for example, our workforce is the only agency in front of the options menu (IVR )”.
“We are very pleased with our collaboration with Steam-connect. It is a reliable and pleasant partner that grows with the demand in the market,” says Diepeveen. The solution mentioned is just as appealing, he continues. “All contacts – social, mail, telephony, chat – can easily be carried out from one platform. As a result, our ambassadors continue to work and they get more pleasure from the variety of answering the questions from the different channels. An additional advantage is that Steam-connect continues to improve through integrations with partners such as OBI4wan, for the handling of webcare, and a link with Relay42 so that Uitblinqers can use customer and behavioral data smarter.”
The brand ambassadors have all possible ways to help the customer through the use of Steam-connect in one screen. “So the customer who first asked a question via Facebook and then called about it later, gets the same ambassador as much as possible on the phone. So he doesn’t have to tell his whole story again. That is the personal contact that makes the customers happy. of becoming”.
Live chat integration
A functionality often used by Uitblinqers is the easy-to-use live chat integration of Steam-connect. “For example, if a chat conversation with a customer takes a very long time, the question is complex or it concerns a complaint, then it is possible – with permission of course – to call them directly from the chat.”
For an energy supplier they placed the chat in the order street, because of the large volume of traffic on the site, the chat only appears after 30 seconds. A profitable strategy. “In a few months we have doubled the amount of sales via the order line.”
Customer contact efficiency
Diepeveen indicates that the platform is set up in such a way that there is a minimum of idle time. For example, with an incoming phone call, e-mail automatically disappears into the background of the screen. “Steam-connect enables us to use our smart workforce as optimally as possible”
In his view, handling different contact channels provides the ambassadors with a nice variety in their work. “Above all, it is possible to smartly route certain conversations using Steam-connect,” he adds. This functionality is useful, among other things, for customer service activities that Uitblinqers provides for Hearst. “This allows us to distinguish between subscribers to magazines such as National Geographic and Glamour, and then match them with the right ambassadors. Those target groups and needs are very different and that results in different conversations. That’s why it’s very nice that you can can send calls.”