Tag Team

Tag Team stemmed loss of leads and drove sales calls through Novocall

30+

calls per month

10+

employees

Company

Tag Team started in 2011 by organising and facilitating mobile laser tag events before having a dedicated outlet at Singapore’s East Coast Park 4 years later. We spoke to Carl, Senior Marketing manager about his experience using Novocall for almost 2 years.

https://www.tagteaminc.sg/

Industry

Entertainment

Company Size

Over 10 employees

Features Used
  • Click-to-Call
  • Scheduled Calls 

Being in the corporate events space, Tag Team needed to attend to their potential customers’ custom inquries fast, or risk losing them to competitors. 

After switching from a chat widget to Novocall, they can now quickly capture inbound leads while they’re hot and schedule calls when they’re busy. They can now also talk in channels that customers prefer with Novocall’s integration options.

Challenges faced

Carl, the Senior Marketing Manager, had assessed that 80% of Tag Team’s sales came from Google ads. They had to capture these hard-earned inbound leads quickly or lose out to competitors.

However, the chat function on their website—which required at least 1 staff member to man at all times—caused customers to lose interest in 2 minutes or less. Because of the more impersonal medium in live chat, customers were not fully engaged, and this resulted in majority of them not leaving their contact information. When prospective customers called in, missed calls were not captured as well. This was both a huge waste of ad dollars, and had a negative impact on sales overall.

 

No more missed connections

Upon switching to Novocall, Carl and his team was able to easily capture all leads quickly with its’ Click-to-Call feature, assigning calls to anyone in Tag Team that are able to answer. Lost leads from missed calls were also a thing of the past with Novocall’s Call Scheduling feature which allows customers and Tag Team staff to connect when both parties are available.

Screen capture of Novocall's Click-to-Call feature on Tag Team's website

Even if calls are missed, the system allows Carl and his team to call them back as soon as possible with information captured initially. Tag Team has since been able to maintain the same number of inbound leads even with the growing number of its competitors, and can successfully convert most of them.

How Novocall helps us is that these missed calls are now trackable even in case we miss them… I have all records of the incoming phone calls and I can set preferred timings for those calls.”

Whatsapp integration

Tag Team is able to further enhance their customer service experience by speaking to customers in channels they use or prefer. Novocall’s integration to various platforms allows Carl and his team to not only chat with customers on Whatsapp, but also still track the leads from ad click to conversion.

Right for small businesses

Carl appreciates Novocall for being an amazing fit for Small-Medium Enterprises (SMEs) like Tag Team where company sizes are smaller and automated systems eases manpower crunches.

He says Novocall not only allows for more personal interactions between the company and potential and current customers, but also comes at an affordable cost for all the value it brings to Tag Team.

Wrapping up

Attending to leads while they’re hot, being able to track missed calls, talking to customers on platforms they prefer, and all at a competitive price, are just some things that turned Carl from an early adopter to a long-time and satisfied user of Novocall.

See for yourself Novocall can benefit your business. Start your free trial today!

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