Updated: November 2016
Most websites and blogs today have a “Contact Us” form or email address for prospects, clients, customers, donors, members, etc. But, how many of these communications end up in “Nowheresville?” What a waste.
These are the hot prospects and leads your biz/organization wants, and yet, these communications often go unanswered because there’s no real internal protocol for responding to them.
Does this describe YOUR organization or company?
I can’t tell you how frequently this has happened to me. And, what’s my impression when I don’t hear back? Poor customer service and a bad brand impression – not exactly the most ideal “first contact,” is it?
Well, it’s time to take advantage of these inbound inquiries.
Here are 5 ways to avoid missing those ‘Contact Us’ communications:
- Delegate one individual as the chief contact for your web-based communications.
- Ensure the individual is experienced in public relations and communications, with a solid knowledge of the brand.
Empower this individual to respond to inquiries immediately, even if s/he doesn’t have immediate answers. People need to know that your biz/org received their messages and you’re going to reply.
If the requested information requires someone else to reply, the chief contact person should forward the message to the appropriate employee for follow-up. And, then take it one step further by ensuring that person responded.
- Develop an FAQ of the usual questions you receive and place them on your site. You can then save time by replying to these questions using links to the answers.
- Test the system regularly to ensure it works and you don’t miss any external web-based communication.
If you make these expectations part of the chief contact person’s job responsibilities, there’s a good chance it will stay on her/his daily to-do list.
Do you have any more suggestions?
Updated, November 2016
What do you plan to do differently in the new year? Are there marketing channels or tactics you want to use that you haven’t used previously, or haven’t used in a while?