The Drill Down

A home and garden catalog developed models to take better advantage of co-op databases and other prospecting efforts. It also developed upsell and cross-sell models for managing phone specials using analytics, rules and scripts for highly targeted product offers. Information pops up at just the right time as customer service reps (CSRs) interact with customers. In this way, CSRs are much better equipped to carry on seamless conversations armed with critical customer intelligence, with the same technology applicable to the company’s Web site.