You've spoken to your online customer, and they have been moved to register or contact you via your website. You've got their contact information - now what are you going to do with it? It is not uncommon for the answer to this question to be 'nothing'. Too many companies ignore or do not use this valuable collection of customer data. Make sure you are capturing and utilizing the data with the following tips:
- Who is receiving the contact notification? Ensure that someone who can act upon the contact is receiving the contact information.
- What is being done with the contact information?
- Is an auto-email being sent to thank the user for their contact?
- Are they advised of a timeline in which you will contact them again to meet the specific needs of their request?
- Are you doing what you say you will do?
- What sort of secondary marketing are you using this information for?
- Have you added this information to your direct mail list?
- Are you sending emails to follow up 30 days later?
There are many different ways you can use a user's inquiry - all of which are beneficial to your company! Be sure to take advantage of this valuable data.