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Importance of follow up with customers and how you can do it

MyOperator / Blog / Importance of follow up with customers and how you can do it

When you start a new business or release a new product, your primary focus is on spreading the word across the market and once that’s done, potential customers pull up their socks to get associated with the new venture. But that is not the end of the story! No matter how many people you attract in the first place, they will never convert them into your customers with out timely follow-ups. As they say, agents who don’t follow-up with customers are leaving a lot of money on the table.

Business – Marketing – Customers: 3 Interconnected aspects

Business marketing doesn’t really mean conducting proper market research and presenting your product in the most enticing way possible. In fact, marketing strategies include the fundamentals of preparing a potential lead to buy your product without leaving any second thoughts within their minds.

Following up with your customers is the most crucial part of any of your marketing strategies, which most marketers forget. Therefore, I’m here to tell you why is it necessary to follow-up with customers or potential leads. Here’s a graph which will throw light on the condition of the customers who didn’t experience any kind of follow-ups.

Therefore, 65% of the customers imbibe negativity within themselves about the company. No customers will stay with you if you leave them alone during difficult situations, so it’s time to follow up!

Importance of follow-up with customers:

Expectation fulfillment 

When you follow-up with customers, you are able to know their preferences and what they are expecting from you. When you are able to understand what your customers want you are also able to provide them with a quality product. Which provides them with more reason to get your product.   

Customer’s stick around

Following up with customers gives an impression that you care about your customers and are available for them. That is why customers stick to your business for a longer period of time as you are always available.    

Makes customers feel special 

Well, who doesn’t enjoy special treatment? Being a customer I enjoy getting all the attention and treated like a special individual. Whenever my feedback is asked it makes me feel valued and I am assuming similar is the case with you. So follow-ups make customers feel special and therefore this increases the reliability process for the customers. 

Takes marketing a step ahead

Customers remember you for the rest of their lives, for delivering great customer service. 96% of the customers also agree that customer service is a parameter to determine their choice of brand and also their loyalty towards it. As “follow-up” is the synonym for customer service, your customers with undoubtedly talk about it with others. Hence there’s a high possibility that your brand might spread among other people without even you knowing about it (and there is nothing like genuine word of mouth). Thus, easy marketing.

Here are a few other major reasons why you need to follow-up with customers:

  • A regular follow-ups to customers will give a chance toheard and engage effectively.
  • Follow-ups can be a great source to ask customers, “What they want/expect next.”
  • Customers usually want a medium to get in touch with the company. Therefore, the follow-up system enhances this communication.
  • A follow-up call is always required after conducting a marketing campaign to the people who already enquire. You might just get a lead!
  • Existing customers receiving follow-ups are more likely to go for the new product than the ones without.

Existing customers receiving follow-ups are more likely to go for the new product than the ones without.

How to followup with customers, timely and effectively?

Though there is an ample number of reasons for the importance of follow-up with customers, it does matter what kind of processes are you executing in order to retain your customers. Indeed, customer follow-up is an art and it takes time, strategy, and a will to serve customers better to master this art.  

Usually, when we talk about follow-up with customers, we tend to relate to follow-up via emails or messages. But, can someone tell me what is the possibility that the message or email sent, shall be read at that very point in time? Thus, what I personally feel is, a phone call is the best medium to follow up with your existing customers. To substantiate my statement I would like to tell you that statistics also say that 61% of the customers prefer phone calls as the channel for following up. The simple idea working behind it is, it isn’t that time-consuming and helps in a one-on-one conversation, without any delays in providing or receiving information.

But, these existing phone systems do not tell you the names or numbers all by themselves. Either you need to take a note or search your phone directories. Hmm…annoying?

Make Easy Follow-up

To make your follow-up with customers easier at just a click away, MyOperator provides its call management system, wherein all your incoming and missed calls are tracked, with a facility to set reminders for follow-up with customers. For example, if a customer calls on MyOperator customer service helpline or on the toll-free helpline during business hours, they get a real-time response first from IVR (Interactive Voice Response) and then from one of the executives after call routing. And during non-business hours and holidays, customer calls were added to the follow-up queue along with the facility of voicemail. On the next working day, our executives listen to the voicemail received and callback on all missed calls from customers using the built-in outbound calling solution and dialer app.

And here is how you can timely follow-up with your customers:

It’s simple! Just set reminders and there you go to manage all your scheduled lists.

Main objective to followup

Our main objective is to make communication easier and simple. It is an initiative to maintain an effective communication network with your existing customers, prospective leads, and business people within the organization. It is a movement towards managing calls on the go! In case, you miss out on incoming customer calls then watch how MyOperator’s follow-up feature can help you get back to those clients without fail.

So Give ‘timely follow-ups’ a chance to increase your business lead conversion.

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