Very good knowledge of the product, awareness of the customer needs and ability to match the best IT solutions to meet these needs. This is how the work of upseller looks like in telegraphic brief. In conversation with Gosia and Krystian, our upsellers, we present the secrets of their work, the purpose of the profession and the benefits that their actions bring to their clients.
What is the job of the upseller, what are your duties?
Krystian: Our company creates dedicated e-commerce software that allows for unlimited system development. A customer can develop his online store for many years and adjust functionalities to changing market trends. Our task is to directly cooperate with the current customer and support the development of his e-commerce system. As every business relationship, in order to last long, it can not be based solely on e-mail or telephone contact. So we visit our customers and have direct talks with them. We inform about the solutions that R&D team introduces within the new software release. We also explain the principle of operation of the modules and advise which solutions are worth to implement as they will be effective for the particular client. Based on the plans, we estimate the IT resources needed and prepare the appropriate contracts.
Gosia: Our task is to support the customers who started e-commerce journey with us. As a part of supporting the development of their systems, we provide advice and, consequently, up-sell solutions that enable them to effectively build competitive advantage. There are brands that have a well-defined development policy, they know what solutions, and when, they will implement. On the other hand, some partners do not have such a well-defined action plan. In this case, our task is to inspire customers, prioritize individual ideas, or choose the best solutions that will give the customer the greatest business value at a given moment. Then, together with the customer, we create plans. They feel safe and know that we also participate in business creation with them.
Is it popular to hire upsellers?
Krystian: Unfortunately not. The generally accepted model of work in the market is often based on new implementations rather than development of running systems. As such, collaboration is often limited to providing a call center or a single email exchange. Our e-commerce system allows long-term development. Several updates a year make it possible for our customers to keep the system up-to-date with changing market needs. Hence, we can make long lasting business relationships. We want the customer to know that the company that creates the e-commerce system takes care of both the technical aspects of the software and the effectiveness of the solutions.
What are the benefits for the customers working with you?
Gosia: Customers who work with us expect to understand their position, empathy, support in choosing the best solutions, and knowledge sharing. We talk with the customers about the latest trends in e-commerce and show how given solutions function in other implementations. Knowing thoroughly the specific tool, the customer can tell if he needs a similar solution or the completely remodeled one. Thanks to direct conversations the client also gets to know our company. We want our customers to know in what business environment we operate and what drives specific decisions.
Krystian: The Upseller, for every customer, has a well-prepared plan for system development. We treat each company individually, we check the tools it already has and verify if these functionalities meet its business needs. Often at the meetings, the customers say what they would like to implement and ask us for feedback. Due to the many years of experience in e-commerce and constant observation of market trends, we are able to determine what solutions will be valuable for the customer. In addition, we try to match our resources to the needs of the client, so that he had the optimal amount of contracted hours. Customers who are in constant touch with us can feel secure about the level of their e-commerce system.