How to deliver best class customer experience through virtual touch points
7
ThatNewAE
Big Shot
3
Account Executive - Mid enterprise
From what I understood in this question, here's what works best for me:
- Mine is mostly inbound sales. So whenever I get a new lead coming in, even if my call is a few days after; I always make it a point to connect with them on LinkedIn. Irrespective of how inactive that person is, I always connect on LN first. Then, a day before the call - I send a few links that could help both of us have a good call.
- During the call, I make sure my camera is on. I initially had fake backgrounds on, but then I realised it's not that fun. So now i just blur my background or keep it as is. A little bit of 'real' touch.
- Making sure to have a next call setup, irrespective of how far off their timeline is.
- As soon as the call is done, I send an email with the call recording, few more links and documents to help them in their evaluation.
- The followups then start. I do not give away all the information and links in the first go. I keep a few links and some crucial pieces of information for the followups.
- I started sending posts on LinkedIn saying "this might help you" or "this reminded me of you!". Relevant posts on LinkedIn.
- Of course I also interact with their posts / comments. The name needs to keep popping, healthily.
Pheww!
- Mine is mostly inbound sales. So whenever I get a new lead coming in, even if my call is a few days after; I always make it a point to connect with them on LinkedIn. Irrespective of how inactive that person is, I always connect on LN first. Then, a day before the call - I send a few links that could help both of us have a good call.
- During the call, I make sure my camera is on. I initially had fake backgrounds on, but then I realised it's not that fun. So now i just blur my background or keep it as is. A little bit of 'real' touch.
- Making sure to have a next call setup, irrespective of how far off their timeline is.
- As soon as the call is done, I send an email with the call recording, few more links and documents to help them in their evaluation.
- The followups then start. I do not give away all the information and links in the first go. I keep a few links and some crucial pieces of information for the followups.
- I started sending posts on LinkedIn saying "this might help you" or "this reminded me of you!". Relevant posts on LinkedIn.
- Of course I also interact with their posts / comments. The name needs to keep popping, healthily.
Pheww!
punishedlad
Tycoon
3
Regional Partnership Manager
Bless you for putting together this answer for such a vague prompt
ThatNewAE
Big Shot
1
Account Executive - Mid enterprise
Haha ! Thank you ! :)
Maximas
Tycoon
0
Senior Sales Executive
Totally agree ,nice work @ThatNewAE
Dubai
1
TELECOM SALES
Thank you very much for well detailed answer with a lot of useful information
antiASKHOLE
Tycoon
2
Bravado's Resident Asshole
are you asking, or was there supposed to be more to tell us how to do it. Asking for my friends.
Dubai
0
TELECOM SALES
I am asking as i am currently in customer support team in telecom company and they are looking for ways to enhance support to the customers as they initiated new virtual interaction through BOTIM app and through Wattsap
Diablo
Politicker
1
Sr. AE
Too generic.. share some background information..
TennisandSales
Politicker
1
Head Of Sales
we need more details here to know exactly how to help.
I am going to assume you are in a customer support/ CS type role.
make sure you introduce your self at least via email when they become a customer so they know who you are.
then try to establish the right frequency of meetings with you and why you will need to meet.
i think the biggest thing is to always have a solid purpose for meeting. this should be the way wether its virtual or not
I am going to assume you are in a customer support/ CS type role.
make sure you introduce your self at least via email when they become a customer so they know who you are.
then try to establish the right frequency of meetings with you and why you will need to meet.
i think the biggest thing is to always have a solid purpose for meeting. this should be the way wether its virtual or not
Kosta_Konfucius
Politicker
1
Sales Rep
By not over-selling the product. If a feature is not on the roadmap, then dont say it is.
Dont overestimate the time saved, and a real ROI built not a generic one that saves everyone thousands
Dont overestimate the time saved, and a real ROI built not a generic one that saves everyone thousands
CuriousFox
WR Officer
1
๐ฆ
๐
Justatitle
Big Shot
0
Account Executive
I feel like I am answering a company survey generated by HR to check a box...
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12 comments