Flint Studios
Heidi Nicolls

Heidi Nicolls - 10 January 2018

Heidi Nicolls
10 January 2018

How to follow up website leads

The best websites not only provide visitors with an excellent user experience but also collect data by tracking users and their habits. This in turn generates leads and if your site takes advantage of the web solutions we offer at Flint Studios, those leads will be well worth following up. How you do that can be the difference between turning that lead into a sale and losing a customer, so we’ve put together a few points to consider before you contact your prospect.
 
When should you contact your lead?
Research shows that sales teams are 100 times more likely to connect with a lead if they call within first five minutes of it coming through than if they wait 30 minutes. However, many people express understandable concerns about how their prospect will react to being contacted so soon after they’ve visited a website. The solution to the problem is to consider a number of factors before you make contact.
 
1. Know the nature of the lead and tailor your call accordingly
Did the customer request a trial or samples? If so, it’s completely reasonable to contact them to help with their request. However, if they merely ordered an ebook or looked at a certain page for information, they could well be unhappy at being contacted almost immediately, especially if it feels like a sales call. If you do contact a user who hasn’t specifically requested something, simply ask if you can provide any information to help them or answer any questions.
 
2. How great is the customer’s need?
Does the nature of the lead suggest that the user has a specific need or is the enquiry more general? If the customer clearly has a problem that can be solved by your product or service, then they’ll certainly be pleased with a quick response. Hesitation might even cost you the sale.
 
3. Where is the buyer in their journey
At Flint Studios, we help with building customer personas and personalised content. This helps you know your users and recognise their needs. This information as well as the user’s history and behaviour can tell you if they are close to buying or still at an early stage. The closer they are to buying, the more important it is that you follow up quickly.
 
4. If asked by the prospect, admit you tracked them
There’s no point in telling a prospect they were being tracked if they don’t bring it up themselves. However, should they ask it’s best to come clean. Most people don’t actually mind tracking, especially if you explain that following user behaviour helps you understand their needs and provide a better service. In the unlikely event that the person complains, simply apologise and assure them you’ll remove them from your database.
 
For more information on how your website can generate leads and increase sales, visit FlintStudios.co.uk. We deliver a full range of bespoke, digital services designed around the needs and aspirations of our customers. We’ll help you gather data and encourage the leads that will increase your sales. To find out how Flint Studios can help your business or to simply arrange a chat with our specialist team, call us on 028 9045 5554 or email heidi@flintstudios.co.uk

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