The Marketing Push Worked - Now What?

Your creativity has paid off. After a major marketing campaign, potential customers are calling in and emailing with questions about your products or services. Are you prepared to convert those calls into sales?

Remember that any corporate growth is great. An influx of potential new business is a fabulous problem to have. However, it’s important to identify a plan to cope with that new business to avoid missing out on opportunities to turn it into new revenue. A cloud contact center solution, for example, can help manage that volume of new customer traffic. You might also consider new strategies to specifically convert online leads into new customers.

In a story for Inc. magazine, columnist and business owner Steve Cody shared that educating and empowering employees to handle growth is the most essential way to address the issue while remaining true to foundational company principles.

“Managing rapid growth isn't for the faint of heart,” Cody writes, “But leaders who remain true to their core values while embracing change and rewarding their best and brightest will win out in the end.”

Address Online Leads

The Web is a repository for potential new customers. But it’s also a fickle tool because employees must still convert those contacts into actual business.

On MarketingProfs, Michael Boyette says that it’s important to avoid making Internet leads wait to hear back. A rapid turnaround is required to make sure they don’t go to another site for the same product or service.

Boyette writes that companies with higher than usual Internet feedback should consider “creating an inside team that's focused on online inquiries,” and that online leads are challenging because it’s “better to have any sales rep respond to a lead immediately than to wait for the right rep to respond later, when it might be too late.”

That puts the onus on your company to have the best possible employees in place to respond rapidly. Developing an internal team might take some investment in training or new hires, but it could pay off in overall conversion rates.

Provide Efficiency With a Cloud Contact Center

In today’s Internet era, where critical reviews of your company are just a click away, the customer’s experience is everything. Phone calls are an easy way to lose business, or develop loyal returning customers.

Many traditional call center businesses have shifted to a cloud-based contact center in order to take the hassle out of the back-end information technology required to address a heavy flow of customer contacts.

Cloud contact center solutions are designed to make the customer contact experience easy. They include: “skills-based routing, multi-session chat, priority routing, post call surveys,” and other elements that make calls more efficient, which means that customers spend less time on the phone with less frustration.

Using a cloud contact center also cuts down on IT management costs. The focus is on automatically routing calls to the appropriate staff or departments based on the specific issue from the caller, which also creates a way to maximize existing employee productivity.

Calls and Internet leads are important to address in a meaningful, scalable manner. Help your staff see the types of calls coming in and the flow of customer contacts with a more powerful cloud contact center.

You might have the leads and the staff, but now is the time to invest in the tools to handle that uptick in business.