Guest post from JustCall
I am Andrea from JustCall. Viralwoot is one our early users. We have been working closely with Viralwoot team to understand some of the best practices related to outbound sales and customer success. Please read below our case study on how Viralwoot used cloud-based phone system JustCall.io to grow their revenue by 11.7% within 2 months of using JustCall. This post originally posted on our blog here.
Social media is a global phenomenon so social media tools can get customers from any part of the world. As building an internet product is getting easier and easier, one can build a business just by sitting beach-side with his/her laptop and good internet. You can hire remote teams by using different hiring sites like Upwork, Freelancer, Fiverr etc.
But this all works well till you are small and working with small & medium scale businesses only. As your business starts growing, communication problems start knocking your door. And because of this, you start losing a lot of business, customer service levels take a nose dive and most importantly, you start leaving a lot of money on the table.
When Viralwoot, a popular Pinterest marketing company, approached us – their churn rates were running at 5% and their sales folks were not able to meet the sales quotas. For many years, Viralwoot was pretty much inside sales based but they reached a limit where they had to jump into outbound sales to grab those bigger accounts. Having a remote team across 6 countries made it difficult for Alex (CEO of Viralwoot) to set up a proper outbound sales process for his sales team.
So, when we approached Viralwoot with a solution, they quickly agreed to give JustCall a try.
How Viralwoot used JustCall?
Viralwoot took 7 phone numbers for its outbound sales reps for making cold calls and 3 phone numbers for its customer support team – 8 US phone numbers, 1 UK number and 1 South African phone number. [FYI, on JustCall, you can get phone numbers in 58 countries]
Each sales person had one dedicated phone number and one phone number was used to make a Contact Sales call center. When a lead called this contact sales number, 5 sales people used to get calls on their mobile devices simultaneously. Similarly, a customer success/support call center was set up. It took Alex less than 30 minutes to get all the numbers & create above mentioned call centers.
As sales reps were distributed across 4 countries, they used “Opening Hours” feature to make sure incoming phone calls get routed to only those sales reps who were working/available at that time. Distributed team helped Viralwoot to remain available around the clock.
Alex started monitoring all the call logs and recordings to fine tune their pitches and also, evaluate the performance of his sales and customer success reps.
How sales team used JustCall
Every morning, sales reps used to start their day by logging into their respective JustCall accounts to schedule calls, listen to voicemails and then make calls directly from their web browser. Marketing team used to send these sales reps 20-25 leads every day as CSV files which these sales reps used to import using CSV importer.
Viralwoot started noticing an increase in response rate & conversion rates of their US leads as sales reps were making these calls from a local US number (from their respective locations in Europe and Asia). Sales reps also started using text messages to better engage with their prospective clients. Within 4 weeks of starting with JustCall, sales reps were making 15-20 calls and scheduling 3-5 demos – every day.
“Earlier I used to nag or request my sales reps to punch in all the calling activity details in an excel sheet but after switching to JustCall, all the activity logs & recordings get saved automatically. This has resulted in tremendous improvement in productivity of my team members.” – Alex Cruz, Viralwoot
How customer success team used JustCall
On the customer success side, response time and proactive reaching out became easier for all the customer success reps. Success calls followed by an upselling email started generating higher revenue per customer. Readily available call logs made it easier for the customer success team to uniformly cover most of the userbase. Earlier, as the user base has grown up pretty quickly, it became difficult for the team to give attention to each & every customer. New customers were getting all the attention & old customers were getting neglected.
“With JustCall app in my mobile phone, I feel more confident and raring to go & talk to my international clients by using a local number from their location. My clients also sound more friendly & open. We are really happy with our JustCall experience so far.” – Aditya, Customer Success Manager, Viralwoot
Viralwoot is using JustCall for last two months. All Viralwoot team members are now on JustCall. Within 2 months of using JustCall, Viralwoot’s revenue jumped by 11.7%, average revenue per new customer is up by 5%, customer success team has noticed a significant improvement in their response rate and upselling conversion rates. We will be updating these numbers after Viralwoot’s 6 months completion on JustCall.
Justcall is a cloud-based phone system that helps your sales and customer service teams cater international clients & prospects better. A sales or support team member can generate phone numbers in any of the 58 countries that we support (including US, UK, Japan, Australia, South Africa + European countries) & start making calls to his/her international contacts from a local number. He/she can receive all the calls on his own phone number (without any internet requirement) or on his internet browser.
Getting started is super simple: Signup with Justcall, generate a phone number (local or toll-free) and start making/receiving calls and SMS. In-built CRM system allows contact management, call recording (for sales managers), call rating and so on. We also provide integrations with Zoho, Freshdesk, Pipedrive, Zapier, Google contacts (& many more in making).
You can set up a small call center of your own wherein if someone dials in a number, 4-5 team members will get a phone call simultaneously and anyone can pick the phone. Learn how you can create a call center in minutes.
Never miss a call when traveling – you can setup voicemail, you can add alternate numbers (team member phone numbers) to get the call when you are not picking up or away, you can set up office timings.
Moreover, you can add call buttons on your website and a visitor on your store can call you right from his internet browser.
Interested in generating similar results for your business?
If your business is also growing and doing or planning to do outbound sales, you must get your sales team on JustCall today. Create your JustCall account now or request a free demo by writing to us at firstname.lastname@example.org