In my case, notifications of lead queries arrive to an email list that includes the entire Marketing and Sales team. Someone has to respond to the lead almost immediately. Sometimes, someone forgets to copy the email list when responding, causing the lead to be responded to by two different people on the team. In this situation, I always say: Don't worry, the client prefers to receive two responses than none at all. And I think I'm not wrong.
According to Ken Krogue at Forbes , only 27% of leads overseas chinese database generated on the internet are ever contacted. This is absurd because it is totally contrary to the spirit of the internet. The internet has made things immediate, it has removed spatial and temporal barriers, why do our Sales and Marketing teams insist on putting them up?Free Ebook: What you need to do to not waste a single lead
According to the same study mentioned in the Krogue article, on average, Sales teams take 46 hours and 53 minutes to contact a lead by phone. I find this downright alarming. We talk about Hot Leads, but we let them go cold turkey with impunity.
Now, how can we reduce this time? Technology is the answer, and so are policies. Our teams must be 100% clear that their priority is leads. Entrusting this task to an Inside Sales person is also a good idea. Sending queries to mailing lists so that we all know that there is a query to be answered.
Delio offers us another wonderful option to speed up customer service. Its Ring Pool technology allows us to answer calls from the web, making anyone who calls us be answered by a salesperson, and not only that, it allows us to obtain information about the behavior of the person calling us by phone (what have they visited on our website, where they come from, how long have they stayed?, etc.). Likewise, Delio gives us the possibility of doing a video conference ( click2call , click2video and co-browsing ) with said lead during said call so that we can show them all the information they need. ( To learn more about this Delio technology you can read this post in which I explain it better. )
In addition to telephone service, tools like Delio allow us to incorporate chats into our websites that help us attend to our leads in real time.
