The Purchase Upsell page & the Outbound Calling feature
- Cesar Daldosso (Unlicensed)
- Susanna Romanelli (Unlicensed)
What is the Outbound Calling feature?
The Outbound Calling feature allows the DFO re-marketing customer service 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.
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.
Additionally, it is important to highlight that 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):
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:
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):
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):
Selecting the Shipping Method
On this last field, the user should pick the Shipping Method (see below example):
Viewing the Upsell Price Before Checkout
When upselling, product, and shipping method is selected, the System will inform the Order Price
The Checkout
Once the user marked the option mentioned above, then he/she needs to click on the Buy button,
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):
If the customer agreed to pay with the same card then the user should just click on the Buy button at the bottom right of the tab and the Upsell order will be placed.
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:
the user can add a different customer’s credit card by selecting the use another card button, on the bottom left side of the tab. By clicking on this button, the user will be redirected to another Iframe tab where the new Credit Card Data can be filled (see below example):
Ultimately, once all the new card details are filled and the user clicks on the CHECKOUT button, the Upsell order will be processed and as soon as the order is placed, in the Place Order tab will be displayed a green message providing the new Upsell order number (see below example):