TURTLE PEAK

Case Study #1

Refund Retention:

When NP Nutraceuticals came to Turtle Peak, their average refund rate was 25%. This was partly due to their supplement being in a high-risk category. After talking with NP about their business and their goals, we began servicing their customers. Within a month their refund rate had dropped to below 7%, even while volume remained the same. This reduction in refunds has saved NP tens-of-thousands of dollars each month, capital they’ve reinvested into their business to further fuel growth.So what was the secret to such a significant reduction in refunds? During inbound calls, our agents took the time to speak with NPs customers and understand their needs. We identified that there were several reasons customers were requesting refunds that weren’t product related. Though this “deeper understanding approach,” we not only saved refunds on the phone, but also helped NP to improve communications with their customers online. The result? A major win-win for both company and consumer.

Case Study #2

Chargeback Mitigation:

KS Nutraceuticals was a new company that wanted to build a large supplement brand. Their biggest concern was with mitigating chargebacks, specifically so they could keep their Merchant Accounts Healthy. With our knowledge and expertise, Turtle Peak was able to help KS maintain a 0.4% chargeback rate. In turn, this low chargeback rate enabled KS Nutra to rapidly get increased merchant processing capabilities and scale. Before long KS had gone from $250,000 a month to $3MM a month in revenue, yet chargebacks continued to stay well below 1% each month. Plus as icing on the cake, Turtle Peak’s inbound agents also generated more than $750,000 in additional revenue for KS in the past 12 months.

Case Study #3

ROI:

DN Nutraceuticals came to Turtle Peak after a miserable experience with their last call center. They were doing decent volume online, but they felt like they were missing out on phone sales. After switching to Turtle Peak, things started picking up for DN fast. They loved our mentality of “no single SKUS,” which refers to our culture of ethically upselling customers. Additionally, DN quickly noticed that our team members weren’t just “call center employees.” Instead, they were confident experts who had been trained extensively in eCommerce, internet marketing, and getting conversions. Soon Turtle Peak was delivery a 77% upsell ratio on all inbound phone calls. In the first two months we generated over $100,000 in additional revenue for DN Nutra, giving them an ROI of well over 300%.

Case Study #4

Amazing Services:

EN Nutraceuticals was referred to Turtle Peak through another customer. Previously EN Nutra had been working with an overseas call center, and things weren’t going well. EN’s customers felt like the overseas agents didn’t understand their needs and couldn’t communicate with them. As a result, EN was drowning in customer complaints, chargebacks, and refunds.

Fortunately for EN, Turtle Peak was able to remedy the situation quickly. Our personalized, non-scripted approach to customer service enabled us to build real, lasting relationships with EN’s customers. The results spoke for themselves: Over $50,000 in additional revenue in the first month and their chargeback rate reduced to just 0.7%. These improvements have allowed EN to continue growing their business, and to focus on developing new, exciting products for their customers.