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Are you following up with online customer enquiries?

Online marketing can be highly effective, but failure to respond to the online customer enquiries it generates is causing UK business to potentially lose customers.

The results of a survey by ReachLocal have revealed that the majority of UK businesses confess to ignoring 25% of online enquiries.

With social selling expected to grow by 50% in 2015 and research showing that 50% of consumers choose to buy from a company because it responded first, businesses need to react quickly for competitive advantage.

However when social media enquiries are received online, more than half (61%) of UK businesses take over an hour to reply to these potential new leads.

Here are two of the most common reasons we hear for delayed or non-responses on social media…

1. Lack of knowledge and understanding

Without social media training, it can be quite daunting to start taking on enquiries through social media and knowing what to say doesn’t always come easily. It’s far easier to put it off and deal with more pressing tasks, and before you know it the moment has passed and you’ve lost a potential new lead. With realistic and tailored training, business owners and managers can be better prepared for what’s coming and how best to respond.

2. Poor or non-existent systems

How do you pick up new enquiries on the go? Who responds to social media enquires when you’re away? Have you married up social media with your usual customer services system? Those using social media for business should be able to answer these questions to make sure that the buyer cycle is complete with no gaping holes in communication.

Want to learn more about how to gain competitive advantage with social media? Check out our services

Bethany Carter,  August 11, 2015

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