Any business is always in need of many elements to achieve the hoped advantage, the most important resources are employees, money, tools, and data. There is a factor that is equal in its necessity to the others and could be the most crucial one, which is the customer on whom the business is based. After reaching the suitable lead for the service you deliver as a business owner; you move to the stage of communication with the lead. It’s the stage that ends by his conversion into a permanent client or by avoiding working with you, this depends on how efficient your communication with him was.
How fast was your communication with the lead
Rapid communication with the lead is always the best method. This guarantees that the lead will not change his opinion about what he wants or what he thinks that he needs. Also to be sure that no other competitor has contacted the lead, you should be as fast as possible.
Therefore, you should distribute the leads among your sales team in the shortest time; to communicate with the lead individually. Now, you’re 100% confident about the stability of the lead’s status; due to the short time passed between his signing up and calling him.
Your communication with the lead is not transparent enough
Visualizing an unreal image for the product/service is one of the biggest mistakes that some salespersons make during communication with the lead. This kills the trust that should be built between the client and the company. If this client activates a purchase order depending on lies, he won’t buy the next time; as he realized that he’s been conned.
This will create an anger wave and criticism that will harness the product. In the end, the salesperson hasn’t lost this single client, but he has lost a bunch of clients. This all happened because of the exaggeration accompanied by the description and features of the product.
Misunderstanding the actual needs on the communication with the lead
Communication with the lead comes from one of the inbound marketing channels like an ad on Facebook, Google, or even outbound commercial billboards. The client views it, then he contacts the company via one of the available channels to know more info about the product. After the communication, he finds out that this product is not what he is precisely looking for. A salesperson could believe that he has lost the opportunity of making a deal; however, it’s still in hand.
The target of communication is understanding the client’s needs and making sure the offered product meets those needs. If the offered product is not suitable, the salesperson should offer another product the lead might react to more effectively. It’s a trial and error process, the salesperson has input data which is the lead’s needs; which he has to turn into output data that represents the suitable product.
After the communication with the leads, don’t ignore the feedback
After the journey of communication with the lead ends with a purchase, some of us miss a principal step, the feedback step. Feedback could be a boring process, however, it’s like a compass that helps the entity to improve its services.
Some clients could observe that communication wasn’t that formal, so the company will work on improving that side. Others could say that the offered service comes with a higher price than it should be; considering its benefits after the trial, then the company will enhance the service to meet the price or even offer a lower price.
Therefore, evaluation is one of the most important triggers that help in developing the business as long as it’s been managed and activated in a convenient way that regularly analyzes the market and the customer needs.
Neglection of documenting the communication with the client
Documenting the lead’s journey includes communication with him. This occurs through recording calls and saving text messages, after informing him, to be part of his database found in the system. The purpose of recording and saving is to continually learn from errors, mistakes, and even bundles. This also makes your business aware of the market’s actual needs. This encourages the company to innovate a new product or develop a service; according to requests and notices pushing in the same direction.
Documenting the communication with the lead also determines the causes of not closing deals successfully. This will make the business avoid redundancy by modifying the chain or the methods. That’s why documented communication is considered a necessary source for more knowledge about the client’s nature.
How to make leads satisfied with a call
There is some advice you should follow to avoid
- Diminish on-hold times and avoid call postponements.
- Get your lead feedback just before call endings.
- Make Every Single Call tailored for the lead.
- Manage the right expectations to be clear in his mind.
- Listen carefully to recognize his actual need.
- Always keep the perfect tone supported by emotional intelligence.
- Support your team with rich knowledge through professional training.
Flash Lead prevents slowness in the communication with the lead
From the beginning, Flash Lead accelerates the sales operation by facilitating the lead import process, as it allows importing from Facebook lead ads, Google ads, Excel, or even manually on the solution to save a referral.
Flash Lead diminishes the delay that could accompany each relationship with a lead through activating automated actions, where the lead is automatically assigned from one salesperson to another according to the perfect skills that the salesperson enjoys and the stage of the lead at the pipeline. Assignments, as well, could be done manually by the Team leader.
Flash Lead gathered all the communication channels in one unit, calling it a conversation module. It links all the conversations together for the same lead on different social media platforms, including Facebook, Instagram, and WhatsApp. This forms an excellent omnichannel module that provides instant and accurate replies.
Flash Lead provides transparency and meets the client’s needs
Through periodic monitoring that the leader performs, transparency is established between the leader and his team members. Every call made, follow-up done, or meeting conducted by the salespersons is recorded on the solution; representing it by writing call feedback. Flash Lead can also record calls itself, so the quality manager can listen to either of them randomly to check quality.
Establishing transparency between the leader and his team members is the first step in establishing a transparent relationship between the lead and the company.
Flash Lead and the Customer Service Review
Call Feedback also allows companies to know more about the client’s opinions about the delivered services/products. Applying the feedback will help the company to cover the weak points and optimize the strong ones to improve the products’/services’ quality in the right way that helps the clients.
This helped Flash Lead as an entity to develop Flash Lead Call after a short period from launching Flash Lead CRM. Establishing an internal call center for the company was a pain point that our clients had faced, that’s why Flash Lead developed Flas Lead call forming a virtual call center available for all users.
When leads needed an omnichannel unit, Flash Lead developed a conversation module that gathers all social media channels. Flash Lead also added automation tools to make sales and marketing easier, these are found in Flash Lead’s latest product, Flash Lead Pro.
How Flash Lead documents the client’s journey
Flash Lead follows the lead’s journey in the sales pipeline. Step by step, from the moment of importing his data to the moment of conversion; the journey of his conversion from a lead to a loyal client. Flash Lead saves the entire history of the lead on the solution including his messages, interactions, and activities.
Communicate with the client through social media
Communication with the customer is no longer only by phone. With the beginning of the millennium, and the dominance of social media, the customer became easy to reach from several communication channels, not just one. Social networking, includes Facebook, Instagram, Twitter, WhatsApp, and other platforms and applications. All are applications that allow the customer to communicate with the company.
The customer has become not obligated to communicate through the phone, and most customers nowadays prefer to communicate through texting. So the rules of professionalism must be considered on writing messages to the client.
The response is within the shortest possible period of time. The answer is direct so that the customer does not get bored or have a bad impression, with the formation of responses in a humane way, as the customer does not talk with a machine.
Social media is also easy to use, and is often popular among young and middle-aged people. Therefore, it is preferable to pay close attention to that direction in order to prevent losing a large segment of customers.
Make the customer feel warm while communicating with you as if he is dealing with a friend, so you can build a strong relationship with him.
Communicate with the customer through customer service tools
Customer service tools include the phone, the website, and the workplace as well. All websites now include an internal window that allows the customer to speak with one of their representatives. It is a high-quality service that helps the customer at any time and from any place, the representative should observe the same guidelines for communication through social media.
Contact Forms and Landing Pages
Forms are for the purpose of starting communication with the customer, through empty fields that the customer fills in, including his name, phone, and e-mail.
The form should be as brief and simple as possible so that the customer does not feel bored due to the large number of data requested from him. These forms can be on the company’s website.
When a company sends special offers to customers, temporary landing pages can be developed for these offers and contain contact forms.
Using a CRM system will help your business to avoid all the previously mentioned mistakes. It helps you as a business owner in rapid communication with the client; documenting each update, monitoring him, and knowing more about his needs through recorded interests, queries, and feedback. In addition to tracking your team’s performance.
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Also Read: How to earn more profit using a CRM system