Quitoque's challenges: acquisition and retention
A specialist in packed lunches delivered to your home, Quitoque is based on a subscription model. One of the company's major challenges is to win new customers while maximizing the retention of its current base. “Our main challenge is not to lose our customers, because we operate on a recurring system,” explains Timothée. For him, the key to success lies in Quitoque's ability to anticipate and meet the expectations of its customers throughout their journey. It is with this in mind that Quitoque called on Sqwad.
Why did Quitoque choose Sqwad to optimize its customer relationship
To optimize its performance, Quitoque has chosen to outsource its outgoing calls. “Outsourcing allows us to reduce logistics and benefit from in-depth expertise on outgoing calls. This ensures greater efficiency”, explains Timothée.
To face its retention and loyalty challenges, Quitoque tested several service providers before selecting Sqwad. Three major criteria made the difference: flexibility, performance and agility. Sqwad's tailor-made approach made it possible to adapt the campaigns to the specific needs of Quitoque, while guaranteeing rapid and effective implementation.
One of Sqwad's major assets lies in its ability to adjust its teams according to Quitoque's needs. This agility not only makes it possible to react quickly to market changes, but also to optimize resources according to key periods, such as subscription peaks or reactivation campaigns. Thanks to its proven expertise in outgoing call management, Sqwad has been able to transform each customer interaction into a loyalty opportunity.
A comprehensive approach to maximizing retention
Sqwad's support is not limited to simple call management. It covers the entire customer lifecycle;
- Onboarding : As soon as they register, new subscribers benefit from personalized follow-up to ensure a good handling of the service. This first interaction is crucial to lay the foundations for a trusting relationship and maximizing customer engagement from the start.
- Loyalty : Thanks to a detailed analysis of customer behavior and preventive actions, teams are in a position to identify the signs of disengagement and to intervene at the right time.
- Reactivation : reactivation campaigns make it possible to reconnect with former subscribers and encourage them to rediscover the service
- Post-incident management : When a problem arises, a quick and appropriate response is essential to avoid frustration and increase satisfaction.
Sqwad brings valuable expertise here by ensuring effective follow-up and by implementing solutions adapted to each situation.
The added value of Sqwad: expertise, agility and performance
What sets Sqwad apart is above all its data-driven approach and its commitment to providing measurable results. Thanks to rigorous monitoring and monthly COPILs, Quitoque benefits from precise visibility on the effectiveness of campaigns and can adjust its strategy in real time. This transparency and ability to adapt are essential elements in maintaining a high level of performance.
Beyond the figures, Sqwad provides real added value in terms of support and advice. Dedicated account managers are not only operational reactive, but also proactive in optimizing the actions carried out. This proximity and this involvement in Quitoque's strategy make all the difference and make it possible to obtain concrete results over time.
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