So you put in the hard work. Getting your name out there. You are investing in advertising, marketing and all the rest. Leads are contacting you. Only you’re falling at the last hurdle. Your competitors are stealing your leads because they respond quickly. Whereas you are busy working with the customers you have already so you’re missing out.
The odds of contacting a lead if called in 5 minutes versus 30 minutes drop 100 times.Lead Response Management Study
Let’s take Tom. He’s an accountant from Cork. His business is growing year-on-year and he’s gotten to the stage where he can invest in Google and Facebook ads. Tom also has a website – from which he gets enquiries from customers/leads online. Tom works mostly in the Business-To-Business sector.
After all, the website was expensive. But turned out to be an investment in his business. It’s where the people who click on the Google Ads and Facebook Ads end up. And is Tom’s most effective marketing channel.
Tom spends the day balancing the books for his clients. Some say his work is boring, but Tom doesn’t mind. He finds it stimulating and doesn’t have a moment to lose during the hours of 9-5 Mon-Fri.
Tom can’t be checking his email every few minutes because he’s busy taking care of his existing customers. The problem is though, Tom finds that many of his leads go with the first accountant that offers them a free consultation online or over the phone.
Tom can’t afford a secretary like his bigger competitors. And doesn’t have the time to respond to emails like less-busy competitors of his own size. Time is Tom’s most valuable resource. After all the bank loan Tom took out isn’t going to pay for itself.
Flushing Money Down The Drain
Since Tom spends hundreds of Euros every week on Facebook and Google ads. Yet he has an average lead response time of well over an hour. Tom is essentially flushing his advertising budget down the drain.
Unless Tom can get his response time down to 5 minutes or less. He is doing himself a major disservice. And is not helping his cash flow situation one bit.
So what can Tom do to fix his problem? He’s tried a number of solutions already but has found them either so intrusive that they break his concentration and workflow.
Or else he has encountered solutions that don’t work because they share confidential financial information with third-party computers which doesn’t comply with GDPR regulations. Still, more fixes fail to stop spam and so he gets bombarded with marketing messages all the time.
Tom also has a special contact form with a menu whereby the customer picks the service they are inquiring about and fills out their information first. Tom wants to know why and not just who is contacting him.
So Tom wants to save time, slash lead response time, preserve his concentration and workflow and develop a bespoke rollout that fits the software directly to his site. He needs an easy to use piece of software and would like to avoid having to wait while newbie support staff consult their boss on simple questions.
1. Facebook Messenger
Facebook messenger is certainly one solution to Tom’s problem. Not only is it easy to use, but it comes with its own mobile app that means Tom can get notified of messages on his phone. What’s more, you can program a chatbot into Facebook Messenger to answer simple questions and take information from customers.
The major problem with Facebook Messenger is that it’s not private. So is unsuitable for confidential information. Also many people won’t use Facebook Messenger because they know that all too often they’ll end up talking to a chat bot. Chat bots are not only impersonal, but take time to finesse, program and install.
At over 120MB the Facebook Messenger App is too big for many phones.
2. Email Automation
The best thing about email automation is that it’s free. It’s also relatively easy to set up and doesn’t require a lot of support. You can respond to customer leads in minutes without breaking your workflow.
One problem with automated email responses though, is that they are canned responses. They aren’t personalized for the most part. They are also one-size-fits-all and are difficult to configure if you want different responses to different inquiries.
They also aren’t great at converting leads to customers. And because much of your email from your website is bot-spam. It doesn’t look good to your mail provider that you are constantly emailing spam addresses.
3. Customer Relationship Management (CRM) Software
Customer Relationship Management software is great for capturing email addresses and telephone numbers and assisting you in turning leads into customers. It keeps track of contacts, provides template sales emails and generally keeps track of your sales performance.
CRM software however can be an added expense for a small business. Especially if you use it infrequently. Plus you have to check your CRM database regularly.
There are also privacy issues and with a large number of businesses using CRM software, it’s tough to make the advantage count.
Google recommends you display your telephone contact details prominently on your website. Many customers like to be able to talk on the phone. The personal contact and instant communication is great for closing leads.
The problem with the telephone though, is many prospects aren’t ready yet to enter your sales funnel. They want basic information and for that, they want to communicate over email only.
Many customers fear the hard sell tactics of having a telephone conversation with a business owner and/or salesperson. Especially one that now has their telephone number in their database.
5. Form2Text WordPress Software
Last but not least is the Form2Text WordPress website software. Not only does it have a Math Captcha Spam filter for stopping all those spam messages. But it also has a privacy mode setting for confidential information.
Gone will be the days of checking email every 30 minutes. Breaking your concentration and workflow. You’ll be able to slash your lead response time and convert more leads into customers from your website.
Form2Text works by sending an SMS to your phone whenever someone submits a contact form on your website.
It’s easy to use, has direct support and comes with bespoke rollout so you can integrate extra functionality and features based on your website lead process. What’s more, the Form2Text WordPress plugin is free to download and install.
Whichever solution works best for you. The statistics show that you need to have a method of cutting your lead response to 5 minutes or less. Whether you get most of your traffic from Google organically or you pay for Google/Facebook/LinkedIn ads.
You can save both time and money while eliminating waste by having a process in place to optimize your lead response times.