You Paid for That Prospect to Call You!

Your business may have invested thousands of dollars in TV, radio, billboards, internet paid ads, conference booths, or even a sales team to attract prospects. Great! And here they come! The business expects that some of these prospects will inquire further.

But what next?

For some businesses, prospects might visit their website and make a purchase. However, not all sales happen this way. Personal engagement remains crucial in most businesses, regardless of how the order is placed.

If prospects visit your website, they will gather information, but it’s unlikely that significant sales will occur here. Most websites struggle to effectively close deals. Make sure your website is up-to-date and functioning well.

If a prospect chooses to make a voice call, your business has a hot lead. Don’t miss the opportunity. There are ways to program and design call flows so that prospects have a positive experience and are directed to the most qualified team to handle their inquiry or provide service. Here are some general guidelines:

• Ensure properly recorded greetings and audio for any voice automation you deploy, such as automated attendants, voicemail greetings, or On Hold Messaging.
• Design your system to minimize the choices required by the caller, especially when using automated attendants.
• Pay attention to what callers hear when they are on hold or in a queue.
• Regularly call your own company to evaluate the customer experience. Put yourself in the shoes of a prospective client.
• Experience all your touchpoint options, including texting, email, chat, or other communication channels offered.
• Ensure employees clear full voicemail boxes promptly and avoid letting a mailbox tell a caller that it is full. Remove voicemail if it’s no longer viable.
• Require employees to record their own personal greetings and avoid generic voicemail messages that may give the impression they don’t want to be contacted.
• Remove voicemail if employees refuse to listen to and act upon voicemail messages.
• Don’t allow employees to dictate how messaging and correspondence with clients occur. Establish clear corporate policies.

These touchpoints are often referred to as ‘the last mile’…

Businesses often overlook the need to invest a small amount in these touchpoints to ensure the large investment made to attract prospects pays off.

Ready to enhance your customer experience and maximize your business’s potential in the last mile? Contact the pros at On Hold Marketing today. Let us help you create compelling message on hold solutions that captivate your callers and drive results. Reach out now to learn more!