The way that customers buy from you evolves all the time. While the sales process might have been a single event in the past, that's no longer the case. Instead, customers tend to interact with firms through multiple channels on their journey to conversion according to mckinsey.com.
Marketers have a term for these encounters with customers: touchpoints. A touchpoint is any time a prospect interacts with your brand, whether in person, online or through a third-party.
It won't come as any surprise, therefore, that the better the touchpoint, the more likely it is for a prospect to convert. In this post, we're going to take a look at some of the simple steps you can take to upgrade these encounters and improve your sales performance.
Start Using Live Chat On Mobile
Your customers want to be able to communicate with your company just as quickly as they message their friends on Messenger. From their perspective, there shouldn't be any difference.
Before a customer buys from you, they might have some questions. They might have some "pain points" that they want you to address before they go ahead with the sale.
One option is to do nothing and hope that your customers find the relevant marketing material to assuage their concerns, but why take the risk? Many forward-thinking companies now provide website messenger services that allow customers to interact with them directly. With direct communication, you can resolve issues fast, overcome barriers to the sale, and improve sales performance.
Make Better Use Of Your Signage
Customers judge your company based on the way that it looks. You might have a fantastic product, but customers don't know that ahead of time, so they use any information available to them that might indicate your quality. According to RCSDigitalPrinting.com, signage is the first visual point of contact between you and your clients. If it's not up to scratch, then you'll fail to create an excellent first impression.
Often when it comes to signage, you've got no choice but to bite the bullet and spend the money. The better you can make your signage looking, the more first-time customers you'll attract without having to rely on other marketing channels.
Improve Customer Service Systems
Have you ever called a company only to be put on hold or passed over to another rep and have to explain your story again? It's infuriating and destroys customer experience.
The problem is that it's hard to keep track of the unique circumstances of all their customers. Customer service reps don't have time to have a meeting where they communicate the needs of each customer on their list. The good news is that with the proper CRM software, they don't have to. CRM allows reps to make notes on customers and then share them automatically with other agents the moment a customer calls back.
Multi-channel CRM tools allow you to track customers across platforms too. So, for instance, agents can see conversations that a customer had with customer service reps through your website before calling.