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What is the Outbound Calling feature?
The Outbound Calling allows our remarketing feature allows the DFO re-marketing customer service to offer upsell products for those buyers who have already made shopping with us.
The Trial Period Extension is a particular offer in which customers ordered a product and have a trial period of 15 days to test the product, prior to being charged.
The 15 days trial period begins the day customers placed the order.
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team to easily place new Upsell order(s) for customers, who have been contacted with the purpose of offering any additional product(s) aside from the ones already purchased.
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Please note that this feature works for existent buyers ONLY, as the system requires an existent order to proceed with the purchase of upselling products. |
Furthermore, upsell orders can be placed ONLY using credit cards, and the payment providers available are the ones configured at the Campaigns level.
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Additionally, it is important to highlight that the 15 days trial period can be extended just ONCE for an additional 15 days, which means that in such cases customers are automatically charged after 30 days from the day he/she has placed the order. |
At the bottom of the checkout page, in the information panel, there is a note informing customers about the offer (see example below):
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The sections, on the order pages, which includes important details about the Trial Period Extension Order are listed below:
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1. The offer where the customer has placed the order
The link to the offer checkout page is available under the Order Information section, inside the order page
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2. The Payment History
On this section are listed all transactions, charge(s) or refund(s), made for the order.
Please remember that for the 15 trial period, customers are ONLY charged the Shipping & Handling fees and this is the only amount displayed on the Payment History table till the end of the trial (see example below):
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At the end of the trial period, once customers are charged, then an additional row appears with the details and the amount paid by customers for the product.
3. The Sales Workflow:
Under this section, there is a table listed with all the steps of the sales, from the day the customer placed the order, till the last update when the sale is completed (see below example).
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On the table are specified:
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The type of event:
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whether is an email ✉ or a charge 💲
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Description:
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provides more detailed information about the event
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Status:
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it provides the status of the event, which can be Completed or Waiting
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Schedule:
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The date and time of when the event happened (when the event Status is in Completed) or is going to happen (when the event Status is in Waiting)
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Executed On:
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The date and time of when the event happened (when the event Status is in Completed)
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Result:
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what is the result of the event, such as an email confirmation/notification or a payment
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Actions:
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In case the event was sending an email (Confirmation or Notification) to the customer and the Status is completed, then on this column will be displayed a button that allows the user to resend the email to the customer.
In the below example, we can see that the first step/event is when the customer placed the order and this charged the shipping and handling fees
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The second line is about the Order Confirmation email being sent to the customer.
The third line is a notification email, sent to the customer 7 days after the order was placed, to remind him/her that 7 days already pass by and he/she still has another 7 days of the trial.
The fourth line is another notification email offering to the customer an extension of another 15 days of the trial period.
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In this email, the customer is provided with a link to enable him/her to extend the trial. |
In case the customer doesn’t go for the trial period extension of 15 days at the end of the first 15 days he/she is automatically charged the full amount of the product and this is shown on the fifth line.
The sixth line is the payment confirmation email that the customer received after being charged for the product at the end of the trial.
Ultimately, the seventh line is the line that is added in case the customer chooses to go for the one-time 15 days trial period extension.
4. The Notes
On this section are displayed any system notes automatically included when an event modifies the order, for instance: Hold/Cancel order fulfillment, discounts, decrease products quantity, etc.
In the Trial Period Extension Orders specific case, a note is included if the customer decides to add the one-time 15 days extension to the trial (see image example below).
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users need to clear their cached history before starting using Outbound Calling |
The CRM section where the user can place the Upsell order
Log in to the CRM instance and go to the left-side menu
Scroll down and click Customer Service>Upsell Sale
The Outbound Calling feature is available on the Upsell Sale page.
Search for the order
On the Upsell Sale page, there is a search filters area at the top and below a table where all existing orders are listed.
Moreover, users can click on any of the order numbers, displayed on the left side of the table (see the below example):
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Please note that the query/search only returns orders that are in one of the following statuses:
Paid
Shipping
Shipped
Delivered
The Purchase Upsell Page
On this page, the user is able to proceed and process the upsell. Three fields with a drop-down menu are provided for users to choose from:
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Selecting the Upsell
The first field, called Upsells, provides the list of Upsells available for the specific offer/product that the customer has already purchased (see example below):
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Selecting the Product Quantity
Once the customer has chosen which Upsell and the user has selected the customer’s choice in the first field, then in the second field, called Products, the user needs to select the number of units, of the product (Upsell), that the customer wishes to buy (see below example):
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Selecting the Shipping Method
On this last field, the user should pick the Shipping Method (see below example):
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Please note that that if the customer wants a new upsell option, the filter will be cleared up |
Viewing the Upsell Price Before Checkout
When upselling, product, and shipping method is selected, the System will inform the Order Price
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The Order Price will be always calculated based on the Customer Main Order Prior Currency
The Checkout
Once the user marked the option mentioned above, then he/she needs to click on the
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The following external Iframe will pop up showing the customer’s card details, of the one already used to pay his/her previous order (see below example):
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The reason for which the Credit Card Number appears masked as XXXX XXXX XXXX 1234 is because of eManage PCI* certification, CRM does not store any credit card data.
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If the customer agreed to pay with the same card then the user should just click on the
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However, in the case the customer prefers to use a different credit card or the card available doesn’t work for any reason, for instance like the below example:
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the user can add a different customer’s credit card by selecting the
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Ultimately, once all the new card details are filled and the user clicks on the
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