5 Reasons Why Your Team Fails to Convert More Leads

5 Reasons Why Your Team Fails to Convert More Leads

Did you know that your organization is carelessly letting leads fall through the cracks? In this article, we’ll walk you through the different sales & marketing funnel stages and 5 reasons your organization fails at sales funnel lead conversion (one for each step in the sales funnel). 

Before we dive into the 5 reasons why your team is failing to convert more leads, it’s important that we give an overview of the sales funnel and its stages.

What is a sales funnel?

A sales funnel is a visual depiction of the journey a customer will go through during the various stages of purchasing a product or service. The sales funnel starts off wide at the top –  illustrating how it’s the stage where the widest net is cast to attract potential customers. Conversely, the smallest portion lies at the bottom, showcasing how unqualified prospects are weeded out as the customer is pushed along the buyer’s journey.

This sales funnel is typically broken into 5 different sections:

  • Awareness: 

How a consumer is made aware of an organization, product or service. For example, this awareness can be through online content, paid advertising and cold-calling.

  • Consideration

When it’s been determined that a lead serious and capable of making a purchasing decision.

  • Preference: 

You’ve identified and qualified your potential customer, now you’re charged with educating your customers and positioning yourself as the preferred vendor in which to conduct business.

  • Purchase: 

When the purchase of the product or service is made and the contract is signed.

  • Loyalty/advocacy:

 

Continual measures enacted to keep the converted customer coming back and referring your organization to their network.

Next, we’ll go over how in each of the 5 stages the reasons your organization is losing out on leads and how you can remedy it.

Reason 1: Lack of Branded Content

One of the most glaring pitfalls for a company during the awareness stage is their lack of organic content generation. Did you know that according to Hubspot, B2B marketers that use blogs get 67% more leads than those that do not.

And you might think that just using paid advertising alone at this stage will suffice, however according to a survey 70-80% of respondents ignore paid advertisement and choose to focus only on organic results.

Many companies are losing out on potential and valuable leads at this stage due to their resistance to produce organic content. 

Reason 2: Failure to Gather Contact Info

Once someone is aware of your organization, it’s important to make them consider you as a company they want to do business with. How does an organization effectively capitalize at this stage?

The best thing to do here is to get a potential customer’s email address so you can keep a channel of communication open with them. How do you obtain a potential customer’s email address? I’m glad you asked. Here are a couple of ways we gather a potential customer’s contact info:

  • Landing page: a webpage that addresses a specific problem that you can help solve for your customer. Try offering a piece of content (ebook, a video series, free webinar, etc.) or discount in exchange for their email.
  • Call to Action (CTA): Charge a customer with completing some action such as subscribing to a newsletter or opting in to a free 30 day trial of your service. A recent case study by OptinMonster noted how a website increased opt-in conversions 100% after implementing powerful CTA’s.

Reason 3: Preference stage

Now that you’ve gotten their attention and you’ve secured a means what do you do to pivot yourself into the preferred vendor for their service? Your goal here is to now educate the customer and build trust that you can and will remedy their pains. You can do this through various means.

    • Email: email has been around for and used as a common means of communication for businesses for upwards of 30 years now. While it may lag behind other communication means in terms of open rate, it has remained a go-to tool for marketers and sales professionals for 3 decades because it works. What type of educational material can you provide your email list that will help position your organization as the vanguard of thought leadership in your space?

 

  • Autoresponders and SMS drips: It’s extremely advantageous for your organization to respond to and contact a potential customer before anyone else. Studies indicate that you are 3X more likely to convert on a lead when you’re the first to contact. Autoresponders and SMS drip campaigns allow you to contact the customer first, communicate in a medium preferred by them, and build trust through education. 

 

Reason 4: Purchase stage

After you’ve positioned yourself as a thought leader in your space, it’s time to put your money where your mouth is. It’s not enough to educate alone, you’re organization will cease to exist if it doesn’t make any sales and you cannot make any sales without proper promotion of your products and services.

In the regular rigmarole of your educational email campaigns, how often are you positioning your products and services as remedies to the pains that ail your customer base? 

Furthermore, what types of retargeting ads can you enact with your email communication? Research the average rate in which a customer abandons their shopping cart before making a purchase is 81%. Can you offer a free shipping email notice to customers who have outstanding shopping carts?

Reason 5: Loyalty/advocacy stage

A new customer is great. A returning customer is the best. After you have made it past the purchase stage of the sales funnel, what types of strategies can you employ in order to get that customer to come back again and again? Furthermore, what tools can you use in order to get that customer to become an advocacy ambassador for your organization?

One of the simplest yet most effective ways of building loyalty is through simply letting the customer know your appreciation. A simple thank you email a week after the sale can go a long way.

Also, Encourage the customer to purchase add-ons, more expensive items, or packages during and after the sale. 

Finally, referrals are one of the best tools to keep in your lead strategy arsenal. What types of referral promotions can you offer to the customer you just secured in order to bring in more business. Think of campaigns that offer a 5% discount for a customer when they refer a product or service to a friend (and that referral gets 5% off as well).

Conclusion

Unfortunately, many organizations – yours included – are losing out on missed sales in every stage of the sales funnel process.

Fortunately, you ended up here to educate yourself on how to remedy those pitfalls. Utilize the information above and identify what changes you can make in your own organization’s customer buying journey to help reduce the amount of leads that fall through the cracks. 

Home Services: The Art of Repeat Customers and Referrals 

Home Services: The Art of Repeat Customers and Referrals 

Referrals are a hot commodity within the Home Services industry, bringing high conversion rates and higher ROI than traditional lead generation methods. Despite this, more businesses lack an effective marketing strategy to take advantage of these, or rely upon outdated methods to connect with their existing client base.

The business management expert Peter Drucker famously said, “The purpose of a business is to create a customer.” It’s certainly hard to argue with that, but what Drucker neglected to mention is that keeping the customers you have is critical to long-term business success. In fact, it costs 7x more to obtain a new customer than it costs to keep an existing one. The lesson? Keep your customers happy and maintain your client relationships.

So, while you’re out trying to acquire quality leads and build relationships with new potential clients, remember the value of establishing relationships with your existing clients. Also, remember that a relationship is built on more than just an annual holiday greeting card. It requires work, but it also should be among the more enjoyable aspects of your work. After all, ours is a relationship business and getting joy from connecting with people and treating them well is one of our greatest side benefits.

The value of repeat customers

In our world, customer relationships and the services we provide are a bit different than, say, Amazon or Zappos. We are not in a high volume transaction business, but important dynamics begin to appear when we have happy customers and maintain client relationships.

A great experience will likely reward us with repeat business. For example, in real estate – if a client buys a home, and then later on sells it it ultimately delivers additional revenue. All for a far lower cost if the same agent is used for both transactions. This phenomenon is just one of the many ways that repeat business is common for that industry. Here’s some data to back that up:  25% of real estate agents generate more than 50% of their business from repeat clients; across all real estate transactions, which accounts for 12% of all residential real estate volume, or $56 billion

This research comes at the behest of our experience within a tangential sector, but it readily applies to the home services industry. This is because your clients share many of the same characteristics (if not the same demographic entirely). And where buyers and sellers demonstrated a sustainable tendency to refer agents more business, the same holds true for when these customers recommend the home services that they’ve used.

It also reinforces the fact that you had to spend far less to actually acquire the lead and nurture it through the customer journey, so in reality, the conversion is even more valuable.  

According to a study by Facebook, 77% of customers are brand loyal, with 37% admitting to making repeat purchases.  This is important for you to note because it tells us that customers want to engage and maintain relationships. Furthermore, another study (this one by Bain & Co) asserts that a 5% increase in customer retention can translate into a profitability increase of 75%.  The lesson is, if you DON’T make the effort to have that kind of relationship, a customer is almost invariably going to seek it elsewhere. As a consumer, there are few purchases that will be as important as your home – a fact which leads to a high rate of recommendations and retention, but only when those relationships are nurtured. This extends to all of the services associated with said home. 

How to nurture your relationships

Certainly, there are tactics to being effective at relationship maintenance, but the first step is to ensure you are genuine with your intentions. There’s nothing worse than a phony email or call where the client knows you’re just checking them off a to-do list.

Then again, it’s not scalable to have lunch or coffee regularly with each and every client. There are, however, a variety of ways you can keep yourself front-and-center with your clients, and maintain open lines of communication:

  • Email: Email marketing is going to give you the biggest audience and greatest ability to maintain contact. It also continues to be the most valuable tool in terms of your marketing investment; research from Salesforce says that email marketing provides a 3,800% ROI.
  • Handwritten communication: When it’s time to say “thank you” or “just thinking about you”, nothing beats a handwritten note. As a Harvard Business Review article indicates, handwritten notes offer a form of connectivity and permanence not found in other types of communication. This takes additional time, but because people receive so few warm notes in their actual mailbox, delivering these will get you noticed.
  • Social media: Realtors are using social media more frequently, but they aren’t necessarily using it effectively. Most consider it a platform to build their brand and advertise their services, but you should see it as a way to connect people, highlight and comment on news and announcements of clients, and generally create goodwill among your network. People will feel a connection, and regular posts to LinkedIn, Twitter, Facebook, Instagram, and YouTube will help you maintain a sense of relationship to your friends and clients.
  • Services, tips: Remind people not just that you’re around, but also that you are a conduit to opportunities to serve your community. Use email, social media, and actual U.S. mail newsletters as a way to inform clients about community events, highlight videos featuring acts of kindness… let people see who you really are and what’s important to you.
  • Events: As a gesture of appreciation, consider hosting an annual summer BBQ or holiday toy drive. Or maybe you arrange to rent a section of a local Starbucks, provide coffee and host “office hours.” There are all kinds of ways to get face-to-face with existing clients to re-engage and maintain your relationship.

There are business benefits to staying connected with your clients. In fact, because it’s easier and cheaper to work with existing customers than to create new ones, doing this should be a key part of your marketing strategy. Differentiate your business from the competition by being someone who actually cares about the people he or she works with, and find ways to demonstrate that continuously.

Is speed-to-lead slowing down your sales cycle?

Is speed-to-lead slowing down your sales cycle?

How long does it take your sales and marketing team to follow up with a lead? The response time is, for most companies, an average of 47 hours. In an environment where buyers want immediate attention, that kind of delay just won’t cut it.  In addition to essentially wasting expensive leads, it can label your business as being unresponsive and neglectful of customers. Companies that perform best at converting leads into customers are those who prioritize speed and have a process for engagement. They also recognize the value in focusing on acquiring the right kinds of leads. Here’s the good news:  every company has the ability to make this happen, but it takes focus and dedicated help to coordinate all the necessary efforts.

Basically, slow response time is ruining the ROI for most companies. But lead engagement is not a one-and-done type of endeavor. To be successful with speed, companies outsource lead engagement as a way to optimize conversion rates. 

As any business leader knows, investments in creating leads constitutes a large part of marketing budgets. Great care is taken by smart businesses to identify target audiences, using the right marketing tools/channels, and then qualifying those leads to be worked through the buyer’s journey. With that in mind, however, speed is only valuable if the follow-up is done intelligently and in context. Buyers want a quick response, but they also want to know they are understood. No successful sales call ever started with, “So, you’re interested…how come?” 

Smart sales and marketing teams know how to use information about prospects to turn both speed and background information into important tools. For example, data about email open rates, response to CTAs, or other positive top of funnel engagement may reveal patterns that enable marketing campaigns to be more focused. Additionally, with a workflow to get leads into the hands of SDRs, and providing contextual data about those prospects, SDRs can respond not only with very little time lag, but will be equipped with data to make their follow-up more targeted.

Speed to lead matters – it REALLY matters!

Immediacy is critical; according to a Velocify survey, lead conversions are 391 percent higher if you call within a minute of an online inquiry. Waiting an additional minute drops that to 120 percent, and if you wait an hour, it drops to a low 36 percent. The evidence also tells us that 78 percent of customers buy from the first vendor that responds to their needs. It’s clear that speed-to-lead is a critical factor is converting leads into customers. Consider the results of a Harvard Business Review study about the habits of marketing and sales teams. Their analysis of responsiveness of sales leads is revealing, and it demonstrates how, with some effort and discipline, organizations can beat the competition in making customers out of their lead generation activity. Note these findings:

  • 37% of companies in the survey responded to leads within one hour.
  • Almost a quarter (24%) took more than one full day to respond.
  • 16% took one to 24 hours to follow up on leads.
  • 23% of companies simply didn’t respond.
  • And, perhaps most telling of all, the average response time for all companies was 42 games.

The discipline and process of following up

Having a framework for acquiring the right leads, coupled with a dedicated, rapid response framework, is a crucial competitive differentiator and a way to automate much of your marketing and sales operations. But all the effort that goes into creating leads must be coupled with an effective follow-up discipline. 

The key to managing rapid lead conversion is not simple, but it demands a hyperfocus on follow-up. But follow-up isn’t just a matter of picking up the phone it requires a dedicated team that is experienced at things like process, scaling efforts, and effectiveness at building personal relationships.

The follow-up process has to be done in a continuous, supportive way across both sales and marketing teams. There need to be response time SLAs for each step in the process, and both sales and marketing have to agree to the type of information they will share to ensure the next step in the process is, for the prospect, and improvement over the previous step. 

Consistency of messaging in the communication and content assets you deliver to a prospect gives the impression that your company wants to help that person become better educated. Remember that a lead is a person, and people aren’t interested in being contacted by bots. There’s a reason why marketing and sales refer to the notion of nurturing a lead. It truly is an effort to build trust and demonstrate supportiveness for the leads you’ve acquired. 

The entire lead generation effort has to be focused on getting good leads and turning them into qualified prospects rapidly, and in a repeatable fashion. It’s not easy coordinating all the necessary components that make an effective lead engagement process, which is where outsourcing can help choreograph all the necessary elements, including:

Prospect intelligence and scripts: Understanding customers based on their market, buying capacity, personas, and their intent are all data points that have to be understood and put into context. Then, there has to be a system for creating sales scripts, follow-up content, and other assets that will make every contact with the prospect meaningful to them. Analyzing this data is time consuming. Writing and updating scripts is an art. It’s best if companies can find a partner who can take on these tasks to free them to focus on top of funnel and deal closing activities.

Scalability: this is where most teams make costly mistakes. Most equate lead volume with a need to hire more salespeople, or with adding more tools to their technology stack. But in reality, a proven lead effectiveness solution makes the entire process more efficient and able to scale as lead volume and velocity increase. An outsourced partner can qualify and respond to leads so your team can emphasize messaging and identifying the right channels. As you grow, your partner can increase effort without a huge impact on your sales and marketing costs.

The personal touch: in most sales organizations, an increase in lead volume can lead to rote, perfunctory follow-ups. Many companies rely on chatbots or impersonal engagement which leaves prospects without any feeling of connection to your company. It happy all too frequently: it’s easy to lose the personal touch as people work new leads. But companies need to ensure that customer service is not lost and that actual relationships become established between prospects and the company. When lead qualification and follow-up is handled by a third-party, it is done by people who are not burdened by the minutiae of other typical corporate tasks. For the most part, these people can emphasize vetting, follow-up, and analysis of their learning from interactions with prospects. That data can be put back to work to ensure better future targeting.

Getting speed, leads, and relationships right

In a recent episode of the Power Agent Podcast, real estate agent Jesse Zagorsky lays out the importance of speed-to-relationship, and why it’s among the most important and powerful parts of the job of sales. He explains that while speed is important, ultimately the differentiator for any sales person is the ability to quickly develop a relationship with the prospect. In a competitive, fast-moving world, companies and individuals need dedicated, focused help to be able to create relationships that can lead to closing business and recurring engagement.

Why not inbound SDRs?

Why not inbound SDRs?

Does your organization employ one or many Sales Development Representatives (SDR) to help with your lead qualification endeavors? If so, do you know how much it’s costing your organization? 

The short version of the answer here is: too much.

Many companies (including multi-nationals such as Salesforce) have employed SDRs into their lead qualification strategy in recent years. A well-employed SDR team can be an invaluable asset for your organization. Like stated above, for some companies, it has radically changed the game for them.

But is it a strategy worthy of pursuit for your organization? Some organizations don’t have the resources like the “big guys” listed earlier. If this sounds like your organization – our reasonings point us to “no” and let’s show you why.

In this article, we’ll go over why your organization is paying too much for SDRs, why SDRs are ineffective for your sales & marketing strategies and how you can use other tools and strategies with your lead qualification endeavors that bring your organization a better ROI. 

What is an SDR?

It’s important for us to first define what an SDR is before we dissect why and how it’s taking away from your lead qualification strategy. According to RingDNA, a Sales Development Representative is, 

“a type of inside sales rep that solely focuses on outbound prospecting […] Unlike quota-carrying salespeople, SDRs don’t focus on closing business. Rather, SDRs focus on moving leads through the pipeline […] This enables closers to spend more time selling to qualified leads and unburdens sales executives from having to engage in prospecting.”

SDR Problem 1: No One Wants To Talk To Them

Like stated above, SDRs aren’t your traditional sales representatives. An SDR is responsible for qualifying the leads for the closers so it can be a seamless lay up from lead generated to a confirmed sale. An SDR is charged with “chasing down” a potential lead and warming them up for a close.

Today’s consumers don’t want that type of consumer experience. Today’s consumer isn’t looking to communicate necessarily the way an SDR is going to operate.

Today’s consumer operates differently:

A potential customer wants a consumer experience catered to them. It’s important to consider their preferred means of communication. Do they prefer to talk over text? Do they use Facebook Messenger? Do they use email?

You get the idea.

The problem with an SDR is generally, they are employed to follow a “one-size-fits-all” script that entails driving phone calls in the hopes the potential customer picks up then to hammer out their call script in hopes they’ll offer interest and ultimately be handed over to the sales representative who can close the deal. 

How do your customers want to be contacted? It’s important to have a “smart cadence” when attempting to contact and responding to your customers. What do we mean by “smart cadence?” Smart cadence is the ability to map out, from the first attempt at communication, what the best means of communication will be for the respective customer.

Think of smart cadence as a tailor-made communication experience for each individual customer. This isn’t something you get with the one-size-fits-all approach of an SDR script. 

SDR Problem 2: They’re too expensive for your organization

Do you know how much the average SDR will cost an organization? 

According to Payscale, the average SDR with 5-9 years of experience earns an average total compensation of $45,587 based on 118 salaries. Expand that number out to how many SDRs you need to fulfill your lead qualification strategy requirements and you’ll see very quickly how much money you’ll be spending on employing your SDR fleet.

SDRs, while they can be effective and help more seamlessly aid in connecting the bridge between sales and marketing, are often too expensive for an organization and they don’t cater precisely to the communication needs and desires of your future customers.

So what is your alternative?

Why you should outsource your lead qualification services

Instead of hiring a team of SDRs to help with your lead qualification strategy, we recommend outsourcing the service. There are many reasons why this is the best route for your organization and we’re going to lay out the best reasons for you now.

Unlimited time window

Unlike a full-time SDR, when you outsource your lead qualification services, you open your organization up to the ability to respond to and contact your potential leads 24/7/365

Your internal SDRs will only be able to work their leads while they are on the clock. When you outsource the service, you will have the ability to reach your leads when it’s convenient for them.

Instant communication

As good as a human representative is, they are limited. Again, like stated above, your internal SDR can only respond to a lead when they are in the office. When you outsource the service, you open your organization up to being able to respond to your leads instantly. Research shows that when you respond to leads first, you are 3X more likely to convert the lead

Save money

Hiring full-time SDRs is expensive.

Outsourcing your lead qualification strategy is cost-efficient. 

For a fraction of the price, you can have both human conversation as well as automated technology working around the clock for you so you don’t miss out on another lead. 

Bridge the “gap” between marketing and sales

Our research indicates that 55% of all leads are lost during the handoff between marketing and sales. 

This is unacceptable.

Losing those leads is amounting to your organization losing money. With a dedicated outsourced lead qualification service, you can trust that your leads are going to be responded to instantly so they stay warm. Furthermore, your leads will be responded to 10 times over the first 5 days and continuously nurtured over the following 6 months so your marketing team can focus on what they do best and your sales team can focus on what they do best. 

And then let the lead qualification service do what they do best – bridge the gap between the two. 

Stop Calling – Communicate with Customers Where They Are

Stop Calling – Communicate with Customers Where They Are

What is the best way to communicate with your potential customers?

In years past, the best and most popular method for connecting with your customers was relatively straightforward: call them on the phone. A company would acquire a list of leads, have their sales and marketing team attempt to contact those leads, and when they got a potential customer on the line, they scurried through their sales pitch in hopes that they would land the sale. It was a lead strategy that lasted for decades and saw some solid success.

That was then, and this is now. According to The MITSloan Review, in order to stay in the loop with a customer’s journey, many sales & marketing teams are diversifying their means of communication. With email, SMS, and social media entering the marketplace, sales & marketing managers are using more creative (and effective) means with their lead strategy. Think about it from a rational standpoint: in today’s world, how often do you even pick your phone up when you don’t recognize the number calling? Probably not often, and neither do your leads. 

In this article we’ll discuss how communicating with customers has changed in recent years, how customers want to communicate today, and the most effective strategies for your business’s sales & marketing efforts.


Cold-Calling Alone (and the Subsequent Follow-Up) Doesn’t Work

Cold-calling is the sales & marketing strategy of the past. It doesn’t work anymore. Back in the day, of course, it was a strategy worthy of pursuit. The barriers to get to the decision makers weren’t difficult to overcome. Then came the answering machine, which introduced call screening. After that came caller-ID, which allowed for more screening. Now, it’s hard to even get a follow-up if you make contact during the cold call. A prospect can put your contact information into a database and screen your follow-ups.

Now, in 2019 there is even more of a reason a potential customer would like to avoid picking up their phone – machine calling. According to an analysis conducted by Hiya, a leading spam protection app, 26.3 billion calls were made by machines in 2018 alone and many of those machines were up to no good. To put another way, the study noted that of the 274 million mobile subscribers that existed in 2018, robot calling machines called each subscriber an average of 8 times per month.

A growing distrust for who or what on the other side of the phone has resulted in fewer and fewer potential customers picking up the phone and hearing about the magical product or service that will help solve all their problems.

So if cold calling doesn’t work, what are the best means of communicating with your potential customers going forward?


Staying Consistent With Your Customers’ Journeys

No one likes being bombarded by information, messaging, or pitches while trying to enjoy the passing of the day. Think about this in your own life – how annoying is it to be out with your family at the park or enjoying lunch with a colleague only to have your phone blown up by people, companies and bots who don’t have your best interests in mind? 

Furthermore, think about the convenience you strive for when contacting friends and loved ones. In today’s world, it’s far more convenient (and common) to shoot a text message to the individuals you’re trying to contact when trying to make plans. Research indicates that US smartphone users send and receive five times more texts than they make and receive calls.

It’s important to note the above when thinking about your customers. Communication with a customer should be considered sacred. You can build trust with your customers if you communicate with them the way they wish to be communicated with. 

What do we mean by this? 

Take for instance the Messaging Consumer Survey Report” conducted by Twilio. In the survey, it notes that 9 out of 10 consumers in India, South Korea, Singapore and the United States prefer SMS over voice calls for their customer service needs.

It’s obvious that your customers are looking for different means of communication when it comes to contact with your business. Let’s look at the most effective means of communication you can implement into your sales & marketing strategy right now. 


How Organizations can Improve their Customer-Communication Methods

Below is a list of some of the most innovative and effective customer-communication methods you can employ into your sales & marketing strategy right now.

Facebook messenger

For many years, sales & marketing managers laughed at the idea of using Facebook messenger in their strategic approach. Now, late-adopters are scurrying to get their handle on the effective tool. According to the Hootsuite blog, there are 1.3 billion Facebook Messenger users sending 8 billion messages between businesses and people every month.

Not only are there plenty of people using the service, take for instance it’s effectiveness in open-rate versus email. Email has a 5 to 10% open rate with a 1% clickthrough rate. Messenger, on the other hand, averages 70 to 80% open rates and 20% clickthrough rates.

SMS

SMS can be a sales & marketing teams’ most powerful communication tool. Like noted above, people are using the tool 5 times more often than making phone calls. Furthermore, According to Neilsen, SMS is the most popular data service used worldwide and PEW notes that 87% of Americans text regularly. 

But what about the effectiveness of the service? Again, let’s compare our findings to what is thought of as the best tool to be used in your sales & marketing strategy: email. Recent research notes that 82.1% of all text messages are opened. That’s an 8X more effective open rate to email. 

And again, put this into the context of your daily life – you probably open most, if not all, the texts you receive but how many emails do you delete without even opening them?

At the core of every interaction with a customer, your goal should be to build trust. In regular communication efforts, texting is a method that builds that trust. It makes it so the person on the other line is communicating with a trusted friend or colleague. That’s what you’re trying to build here and that’s the power that texting has!

Chatbots

Chatbots are an effective tool for your customers. It is a service that, through prompts, identifies and diagnoses a customer’s problem before escalating the issue to an actual human being. Basically, it’s a categorization tool.

It also helps your organization by mitigating the human-employee cost constraint by helping the customer diagnose their problem through the help of prompts.

Of course it’s important to note that ultimately, a customer will put communication (in their preferred method, mind you) at a paramount over communication with a diagnosis tool. It’s noted that 70% of consumers would prefer to speak with a human representative over a chatbot.

It’s important to note the growing desire for improved customer experience (CX). Nearly half of all consumers (47%) are willing to pay more for improved CX. This is why communicating with customers in their preferred method of contact is important. The numbers don’t lie. 

Use the information above and see how you can use it and implement the strategies to create a positive ROI in your sales & marketing endeavors!