(Template) OutreachPlus - Com Inbound Call Scripts

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(Template) OutreachPlus - Com Inbound Call Scripts

Uploaded by

Kavya verma

Available Formats

Download as DOCX, PDF, TXT or read online on Scribd

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Signup Script:

Use up to a day after a user signs up.

Can be used as soon as 15 minutes after a user signs up.

Hello!

My name is _________.

I’m doing customer success at OutreachPlus.

I saw that you just signed up for OutreachPlus, and wanted to

personally reach out and say “hi”.

I know you are just getting started with your trial and wanted to
see if you had any questions.

Or if there is anything I can do to help you get the most out of your
trial?

User responds (answer questions/interact with user).

Questions to be asked:

● How did you first learn about OutreachPlus?

● What triggered you to sign up for the trial?

● What will you be using OutreachPlus for?

Collect all the information + any other information that they might
provide

Do you have any questions for me? <Answer any questions they might
have. If they ask questions you don’t have answers to - put down the
questions and let them know you’ll send an email with the answers.>
Close the call

I want to thank you for your time today. And before we wrap up - I
wanted to let you know that we have plenty of resources available for you
on our website and in the Help Center. You can access it from within
your dashboard, when you click on the question mark on top.
There is another option in there - to get in touch with our Support team.
We offer 24/7 support, so if you come across a question you can’t get
your head around, please drop our support team a message and they will
be happy to help.
I will also send you an Email after the call, so you have my Email address
in case you need to speak directly to me.

Thanks again and have a nice day!

Cancellation Script:

The purpose of this call is NOT to win back the customer but to
understand why they canceled in the first place so we can improve the
product and reduce churn.

Take diligent notes of the customer’s feedback.

The call should happen as soon as a user cancels their account.

Hello!

My name is _________.

I’m doing customer success at OutreachPlus.

I wanted to personally take the time to reach out.

I saw that you just canceled the service, which I’m really sad about,
and wanted to find out what happened.
What we can do better, and what we can do for you today?

Continue asking open-ended questions to find out what the problem is

and drill down into the specifics of their issues.

Questions to be asked:

● "What's the single biggest reason for you cancelling?" - If you

can get them to answer this, you'll at least walk away with the
most pressing issue that we should look at addressing.

● "What can we change that would make you to continue as a

customer?" - this one will give quite a big insight into their
motivation for cancelling, AND the nice thing is that if you can
actually make the change they're asking for, then you've got a
good chance of keeping them as a paying customer (because
they said they would!) It'll also tell you if it's a price issue,
product issue or something else.

● Do you have another tool in mind, or maybe you already

decided to use another software for your reachout? Can you
share the name with me if so? - will help identify competitors
they switched for

Close the call

I really appreciate your feedback today! I just wanted to ask you one
more question - Can I take note of your details and reach out to you once
we fix <mention the issue>/ once we have the * requested/missing
feature* available?