As a company’s reach expands, it’s inevitable that more and more people will contact it. While adding staff will solve some of the problems that come with this increased contact, it won’t take care of everything. That’s because contacts will come from multiple channels and reach multiple people. All too often, conversations are lost in the shuffle and both current clients and prospects end up frustrated.
To avoid this, you should make sure to set up a robust CRM system to handle contact management for your inside sales and customer service teams. Tenfold is a great example of this software. It allows multiple conversations to be filed together – regardless of the communication channels used – so nobody drops the ball when dealing with a customer or someone who is interested in becoming one. How it works is simple: Each contact is recorded no matter which channel is used. Then when the same person contacts the company again, the record of those prior contacts is brought up. This lets staff members get up to speed in just a couple of minutes even if a particular employee has never talked to that person before.
Many companies still think of the phone as their primary communication device, but that mindset is actually obsolete. This causes big problems when customers send in emails, activate live chat, use web contact forms, and choose other methods of communication. In an unprepared company, this can result in two, three, or even more separate contact departments responding – each with no knowledge of what’s going on with the others. Balls get dropped, efforts get duplicated, and customers get frustrated and become ex-customers.
As you can see, eliminating these problems is essential to continued customer satisfaction and the health of the business. Every staffer who handles any kind of communications must have an easy and effective way to get the overall picture. This lets them keep all of the balls in the air and respond to all queries in a fast and effective manner.
Using Contact Management for Sales
Contact management isn’t just for existing customers, and it can do far more than keep multiple channels under control. It can also be used to make sure that sales and reputation-building opportunities don’t get missed. For example, if a customer mentions something important in his life, such as a child graduating from high school, a note of this can be made and attached to his file. Then, an appropriate promotion can be sent out that will hit at just the right time. Inside salespeople can also use such data as an opportunity to give a prospect a congratulatory call a few days after the actual event. This will make a lasting positive impression and increase the chances of closing on the deal.
Another good use of contact management is to keep track of the call volume after a big promotion. You’ll be able to see who called and spot any demographic or other trends that emerge. This will let you know which people responded to your last ad and allow you to make any necessary tweaks. With this information at hand with every promotion, you’ll be able to continuously improve your sales results.
With this sort of tracking, you’ll be able to spot opportunities that otherwise would have been lost in a sea of unrecorded data. You’ll also be able to make much better sense of the data you currently have. All of these things will help you improve your sales, follow-up communications, and ongoing service.
To learn more about how contact management can help your business at all stages of the sales process and customer relationship, just contact us. We’ll be glad to explain everything and help you get set up with Tenfold today.
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