Upsell guide
When a larger plan, more minutes, additional numbers, campaigns or your ongoing care fit, how you recognise the moment and what this means for your commission.
A good upsell solves a problem the customer has right now. It doesn't start with an offer, but with a trigger: the customer hits a limit, wants something new or is growing. This page shows which extensions exist, how you recognise the right moment and what you can say about it.
What can be extended
| Extension | For whom | Price |
|---|---|---|
| Switching from Starter to Pro | transfers to people, several calls at the same time, more agents, webhooks, campaigns | €279 instead of €89 a month with annual payment |
| Individual | a very large number of minutes or special requirements | from €499 a month, by quote |
| Annual payment | customers who want to stay | Starter €89 instead of €109, Pro €279 instead of €339 per month |
| Minute packs | months with more calls | 100 minutes for €15 |
| Additional numbers | locations, campaigns, a separate number per department | €6 in the Starter plan, €5 in the Pro plan, per month |
| Imported number | calling out with the familiar business number | €5 a month plus connection costs |
| Campaigns and Outbound API | reminders, callbacks, surveys | included in the Pro plan, minutes by usage |
| Setup package from bhomy | customers who want the setup done for them | see Setup packages |
| Your ongoing care | customers who don't have time for maintenance | your price, see Pricing setup and ongoing care |
All prices are net plus VAT. A plan change applies from the next billing period, and nothing is charged today.
Triggers to watch for
| Trigger | How you recognise it | What fits |
|---|---|---|
| The allowance is running low | email to the customer when the allowance is almost used up, pack bookings under Billing › Minute packages | automatic packs or a larger plan |
| Callers are waiting | waiting announcements at peak times, the customer reports complaints | Pro with 3 simultaneous calls |
| Conversations need a person | transcripts with "Can I speak to someone?", many callback requests | Pro with transfers |
| A second location or department | its own opening hours, its own number wanted | Pro with more agents and numbers |
| The customer phones through lists | reminders, callbacks or follow-ups by hand | campaigns, imported number |
| Data is being typed up | the team transfers emails into a CRM | webhook after the call, see Webhook and variables |
| The customer pays monthly and stays | six months without thoughts of cancelling | annual payment |
Do the maths with the customer
If a Starter customer books packs every month, put both side by side: the Starter price plus packs against the Pro price with 2,000 included minutes. If Pro is only just worthwhile, the other benefits count: transfers, simultaneous calls, more agents.
What works
- Building on something the customer said: "You said callers wait on Mondays. With Pro, the agent takes 3 conversations at the same time."
- Showing the benefit before you state the price, for example the transfer live.
- Bringing up the switch in the 30-day review, with the figures from the dashboard.
- Starting small with campaigns: one list, one week, then evaluate.
What doesn't work
- A larger plan without a trigger. The customer senses that it's about your revenue, not theirs.
- Campaigns for lists the customer may not call. In every campaign, they confirm that they may call the people on it.
- Promises that go beyond the price list and the terms and conditions, such as an integration that doesn't exist yet.
- Packs instead of a larger plan if the customer needs more on a permanent basis.
What an upsell means for your commission
| Extension | When referring | When reselling |
|---|---|---|
| Larger plan | higher commission, because the net plan fee goes up | higher purchase discount in euros, because the discount applies to the plan fee |
| Annual payment | commission on the annual invoice, after the holding period | discount on the annual fee |
| Minute packs, numbers, setup | no commission, because they're not part of the net plan fee | at the list price, without discount |
| Your ongoing care | your own service, which you bill for yourself | part of your offer to the customer |
More under Refer or resell.
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