Regal is an outbound phone and SMS software platform for B2C sales teams, enabling brands to reach more customers in key moments to drive higher conversion and more sales.
Context
SoFi provides student loan refinancing, personal loans, mortgages, credit card, investing, and banking services. SoFi had not used phone as a remarketing channel, but a new VP of performance marketing knew how effective it could be. To execute this plan, SoFi needed a phone tool that integrated with its marketing stack, so that text and call conversations could be triggered by consumer actions.
Problem
- The current method was inefficient. It involved running a CSV and giving a list of numbers to the support team to call haphazardly.
- SoFi was calling customers from unbranded numbers, which meant the answer rate on these unexpected calls was low.
Solution
- SoFi used Regal to create personalized call tasks for high-intent segments of website visitors who started their student loan refinancing request but ran into blockers. SoFi was able to reach customers while the refinancing was top of mind and before they visited any competitors.
- SoFi branded caller ID moved the needle with these already high-intent customers. The call might not have been expected, but the source was familiar, making these outreaches extremely productive.
Result
The results were dramatic. Within a single quarter:
- Answer rates increased by 66%.
- Overall conversion increased by 5%.
- The average face value of loans increased by 21%.
Ready to reach more of your customers at key decision-making moments? Make the contact center king. Check out Regal.
