It can be frustrating to build an incredible website, which can yield potential clients, and not be able to acknowledge each person who enters that site?
Obviously a contact management system or customer relationship managment (CRM) system can’t get you every potential client that clicks on your website but, why not you might ask?
Those clients usually have to fill out a contact form and most people really just want the information and don’t want to take the time to fill out a form. Many website visitors get frustrated with impersonal customer service representatives on live chat. They don’t seem like “real” people to the visitor. The results of these frustrations is not only frustrating for the visitor, but also for the website owner.
When it comes to client’s needs it’s a “get them while you can” scenario. Let’s face it, many people don’t buy online because they want or need that human interaction or product touch experience. But when they are in these “need states” any trying to buy online you must have a website or service that is easy for the buyer, not yourself, otherwise a bit of frustration sets in or the “would-be-buyer” is confused, the euphoria of “I need this now” ends and it’s all over for you. You’ve missed your opportunity.
The Web can be a scary place for some. Complicated looking sites or long forms or presentation of too many products can frustrate a client. Engaging a client is difficult without the one-on-one time. Twitter, Facebook, and Live chat are a start to engaging the client but is it enough? The simple answer is NO!
It’s possible to let customers choose whom to engage with, when to engage, where to engage and how to engage. Due to the non-face time, clients can have a difficult experience with web technology. Many want that contact or at a minimum feel like they’re dealing with someone who knows them and their needs. Can we provide this online? Not completely, but by using a well designed and utilized Contact Relationship Management software, it is certainly possible to have that client get almost the same feelings as being in a brick and morter location. Of course, there isn’t usually that face-to-face but with technology, it’s not far off. But, do we really want that? Remember purchasing something online in your pajamas!!!!!
Through the use of CRM tools, it’s possible to interact with customers in a way similar to how we engage them in the offline world: through meaningful one-to-one personal interaction. These digital tools will help improve initial customer interactions, build pre-CRM relationships, and reinforce the usefulness of CRM.
If you would like to review some of the possibilities of making your customers and potential customers feel a bit easier about working with you and purchasing your products and services, Contact us.