iRobot Customer Care and Telesales Case Study

The following case study highlights our success helping iRobot, a provider of consumer electronics products, upgrade customers to new products while keeping satisfaction scores high.

Clear Harbor has done so well in learning our technical products and communicating this information to our customers, especially the older demographic, we’ve actually used some of Clear Harbor’s staff to train our own internal people.
Maryellen Abreu
Former Director of Support, iRobot

Clear Harbor provides inbound support for iRobot customers who are experiencing issues with a variety of their robotic products.

When Clear Harbor initially took over iRobot’s support, contacts were only focused on basic repair and troubleshooting of robotic devices. After reviewing iRobot operations, however, our team discovered there were opportunities for upselling and cross-selling additional products that could have a significant impact on iRobot revenues. We discussed the idea with the iRobot support team and were met with some initial, and understandable, resistance. There was a concern that customers may not want to be “sold to” during a support call and that this could negatively impact CSAT and NPS scores.
Clear Harbor was given the go-ahead to implement a proof-of-concept pilot program that would allow upselling and cross-selling to be tested to determine the potential effect on CSAT. Done correctly, consultative sales is often viewed as a benefit by customers, and not a pushy addition to a support call.
Our iRobot agent team was trained to upsell and cross-sell based on genuine customer needs. This approach resulted in a strong, positive effect on CSAT, allowing iRobot to turn what had previously been a cost center into a profit center and with improved CSAT and customer loyalty as a result.
Clear Harbor provides iRobot with strategic feedback that allows us to be a better, more responsive customer support organization.
Maryellen Abreu
Former Director of Support, iRobot
As a customer care team, Clear Harbor handles the iRobot customer base using a white glove approach, not only resolving issues but also acting in a consultant role to ensure the robot purchased meets the consumer’s need. The Clear Harbor customer care team matches the needs of the consumer with the features of several robots to find the product that meets their desired results. Our goal is not to push the most expensive, premium product, but to put the right robot in the hands of the customer to meet their need and build their confidence in the brand.
iRobot has a diverse customer base. We have been able to provide unprecedented CSAT/sales numbers for this client based on our ability to communicate effectively with their customers. This success led to Clear Harbor conducting internal training for many internal iRobot employees.
As our primary customer care center, Clear Harbor has helped us achieve and maintain 90%+ customer satisfaction, while implementing a consultative sales process that has grown sales at the same pace as our in-house Dedicated Sales Team.
Clear Harbor truly engages in “collaborative-sourcing,” not simple outsourcing, as they have added value to our business that helps us become more efficient and address the needs of our customers.
Maryellen Abreu
Former Director of Support, iRobot