Why change now
Re-focus on your 'mobile-first' customers
Re-focus on your 'mobile-first' customers
IN SUMMARY
Don't be a stranger, let's talk
Call Us
Gone
are the days of enquiry lines being important. In today's marketplace it's; call-me buttons, live text, live chat, social site moderation & follow-up calls that are the essential front-line ambassadors for companies wanting more healthy relationships with existing & potential customers. THEN comes the outbound nurture programmes... personalised to suit.
"Put the customer first - show you're doing everything to engage in the now"
It’s in your best interest to please audiences at EVERY engagement point.
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We offer expert-level service in website enquiries management, content moderation, social site engagement, lead generation & lead nurturing.
We’ve strategised, designed, and delivered initiatives for clients since 2012, with the capacity to respond in 7 European languages.
WHEN A CUSTOMER PUTS THEIR HAND-UP - MAKE SURE YOU'RE THERE.
More often than not, calls and posts coming-in to your business originate on a mobile phone. But what if that user wants to reach you instantly without making a call? Do you force them to wait, abandon their mobiles and seek a desktop or laptop to write an email?
If you're considering a new 'information as a service' model for your website. Take-away 6 essential tips:
1. Click-to-call - people don't dial numbers any more
2. Txt support - reply in 90 seconds or loose the thread
3. Live chat - put-in place experts not escalators
4. Social chat - listen then talk - but don't sell5. Email response - a 12 hour turnaround is too slow6. Lead Follow-up - people expect same-day follow-up
1. Click-to-call - If you offer phone support, make your contact number an easy click-to-call button that connects people to an expert in 1st touch conversations.
2. Txt support - Your tone of engagement
should be familiar and convenient like a live chat, but without the need to stay connected the entire time. The average response time for a text message is just 90 seconds, and even that can feel too long when you’re waiting for an important reply. The objective in mind should always be to move your prospects to the next engagement step and not copy & paste a full pitch.
3.
Live chat -
Your online chat support agents are just as important as those taking phone calls and pulling email tickets. Knowledge is key. Answers should fulfil the request not park it...pass-it-on. Read our blogs on 'live chat strategies for 2020'.
4.
Social chat
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80% of customers expect companies to respond to social posts within 24 hours... give people a personal point of contact, a paper trail they can follow, and most importantly show (sometimes in a public way) that you take concerns seriously.
A study by Aberdeen found that companies with a well-designed customer service approach to social sites had a retention rate of 92%.
5.
6-hr turnaround for email response -
The average response time for customer support emails in 2019 was 12 hours. As consumer expectations become more demanding in a mobile-first world we believe you should halve that today. Set the bar at a 6 hour response time and satisfaction levels will soar.
6. Same-day lead follow-up
- Prospects may have visited your website and downloaded content that looked interesting but eventually, you need to engage in conversation to see if there is a mutual fit and desire to proceed to the next step.
The first call acts as a filtering layer to gather more information on the prospect and build rapport as you work towards a committed relationship. Preparation is key & good telephone skills are essential. Without these, your teams will always put-off the outbound call which kills sales momentum and conversion opportunities. Here's a formula to maximise your first follow-up calls.
With all this said - there's no point investing in response workflows if they're not centred around lead conversion and customer retention metrics. Read our blog for guidance on these KPIs.