How smooth is your inbound handling process?

If someone contacts you to ask about your products or services, they are in the market to buy!

Who answers the phone or picks up the email or form fill? 

Is it someone on reception? 

Does it bounce around groups so it could be anyone in the company (customer services, Finance, Office, HR, IT)? 

Could they get through to an answer machine that rarely gets listened to? 

Does the email or form fill go to the right team’s inbox?

Could it go into spam and get lost?

Are those answering the calls and emails trained and know what to do? Do they know:

How to answer?

What questions to ask/ information to get?

What timelines to set for call backs?

Who to put it through to?

What the sales teams calendar is?

Whether to put it through straight away or arrange a call back?

If you’ve invested a lot of money on marketing or lead gen and someone contacts you, don’t let their first interaction be a bad one!