What is OCO?

OCO® "Optimized Customer Outcome" is a patent-pending technology using hosted Interactive Voice Response "IVR" and Web-based platforms combined with multivariate testing to optimize the Lifetime Value "LTV" of your customers.

How was it developed?

Our company was born from a wide array of professionals with years of experience in e-commerce and direct response marketing. Proficient in A/B and multivariate testing, we designed our OCO system to apply the same knowledge and wisdom used for optimizing customer sales conversion online to optimize lifetime values after the initial sale was completed.

We've learned that every B2C sales program has a "Secret Sauce" - an optimum combination of returns, save sales, save returns, continuity incentives, pricing and customer service policies that maximizes customer LTV.

OCO finds your unique "Secret Sauce".

If you use OCO, you will be more profitable than your competitors who do not use OCO. Of course, if your competitor is using OCO and you're not… well.

How does it work?

OCO is a completely turn-key solution that will provide cost-saving results at deployment and dramatic results in as little as 4 weeks.

There are only two (2) steps to get started:

First, your inbound customer service calls are redirected to our robust automated OCO system. You keep your existing phone numbers, but OCO will catch your calls initially. This alone cuts your call volume to CSR's by 35% and provides an immediate, profitable impact. We also show you how to wisely direct customers to a web-based form for OCO-based cancellations. This functional, day-to-day aspect of OCO automates your business and reduces operational costs. It's robust and reliable.

Second, and this is the "Secret Sauce" part, we parse your traffic for A/B & Multivariate testing. Parsing can literally be done to an infinite level, but we usually start with just a few variables. Our business analysts work with you to create a set of OCO prescriptions specific to your business and we start testing these variables to optimize your customer relationships. Because of past experience, we know what creates a valid and effective test – the sample size, the types of variables tested, what moves the needle, what doesn't, etc.– and we continue to fine-tune each test. As we move through each testing cycle, you'll be creating gains that are seen directly on your bottom line. Ideally there are up to 20 targeted variables that create the most impact throughout our testing period – and these variables can be tested together, or separately, depending upon how quickly you need to identify problem areas, and how finitely you can split your traffic.

What happens then?

The process of identifying your "Secret Sauce" is typically run on about 20-30% of your traffic – most of your traffic is still run on your existing program parameters (considered the "Control" group). Starting out on a small sample size allows us to tweak and test without interrupting your business. But since we know a few no-fail tricks, we will improve the margins on your Control immediately anyway. It’s usually an immediate improvement in overall company profitability of about 25%. Fun, huh?

Over time we will continue to test, optimize, test, optimize, test, optimize over and over and over. Throughout the entire process we will methodically hone down to your best program – and when we find that best program, we will identify other parameters for testing to try to "beat" the new control. A typical continuity customer will see company profitability improve more than 65% in about 4.5 months. Yes, more than 65%. Single purchase customers can usually improve overall profitability by 35% or more.

When are you done?

Actually, never. The improvements are more dramatic in the first six months, but we continue to test and optimize forever, constantly driving costs down, revenue up and customer satisfaction higher. And we never need to guess because we always have the statistics and the facts for you to make your decision.

Are you sure it will work for us?

As night follows day, profitability improves after OCO. Guaranteed. You'll lower refunds as a percentage of revenue, lower CSR costs and lower chargebacks. And it's simple to start a test.