In order to promote customer transaction conversion, it is necessary to follow up on customer communication. According to the order process, the customer communication system divides customers into four states: under negotiation, unsuccessful transaction, following up orders, and after-sales service.
(1) Customer follow-up methods.
● Email follow-up is the main way to follow up with customers. It is necessary to send valid emails to customers within 2 days and reply to customer emails within 24 hours. If it is an important customer, a phone confirmation is required after the email is sent.
● Online communication (Aliwangwang/Skype). It is necessary to ensure that Aliwangwang is online during working hours and not offline after get off work hours. After the customer comes online, greet the customer as soon as possible.
● Telephone communication. Telephone tracking and contacting customers are generally confirmed by phone after the initial communication via email or Aliwangwang. After follow-up, the record form needs to be filled in in time.
(2) Customer follow-up content.
When following up with customers, there are some details that need to be paid attention to, such as leaving time for customers to sort out on Mondays and Fridays, and not sending high-level emails; follow-up with customers should not be conducted only when there is business dealings, but customers should be regarded as regular contacts; at the same time, pay attention to thinking about your work before and after each follow-up, and record the customer’s transaction status.
(3) Customer follow-up status table.
After the customer inquiry is completed, after a certain period of time, the customer transaction status contains preliminary information updates. As the transaction products are shipped and shipped, the customer’s follow-up status will also change. After systematic situation sorting, the customer follow-up status can be divided into several basic points such as customer source, follow-up status, expected transaction date and problems for situation statistics
After having a preliminary understanding of the customer follow-up situation, the specific behavior of customer follow-up should be summarized, such as whether the customer follow-up method matches the goal? Is the customer follow-up method selected reasonable? Is it effective? Has the salesperson made enough efforts? Has the company provided strong support? These are all the contents that need to be followed up by customers. The data update cycle is one week (7 days), and continuous review and continuous iterative optimization are carried out.