Customer Follow-Up

Chapter 01: Customer Follow-Up

44% of people don’t hire service providers who are slow to follow up

Requests from clients and leads come from your phone, email, web forms and texts throughout the day. In an ‘ideal’ world, you efficiently deliver a professional response every time. Each time, your response is prompt, detailed, and tailored to that specific lead or client.

What likely happens though is you spend a lot of time pulling together information which is scattered in spreadsheets, emails or texts. To complicate matters, your small business may require that you’re in the field servicing clients and you won’t be able to access needed information until you get back to your office, which causes delays and could mean lost business.

Let’s look at the most effective ways to follow up with customers:

  1. Phone calls: If you have this information in your database, a phone call can add a personal touch to your follow-up. However, not every customer will want to talk to you on the phone. Save your telephone follow-ups for bigger, more complex customer-service issues. Or, add a checkbox to your initial customer-service form so customers can indicate if they want to be called. If a customer is interested in a one-on-one conversation, having a business phone line which instantly recognizes when a client is calling instantly organizes client communication making you look like a pro each time.
  2. Email: Follow-up emails are a more scalable way to follow up with customers. You can create an automated email that goes out once a customer-service rep has resolved a ticket. You can even personalize the email to come from the rep that worked with the customer, so it’s more relevant.
  3. Social media: Use social media to send a follow-up survey to customers who reached out initially on Facebook or Twitter. But remember, don’t try to get their feedback directly on social media, as that is a public space. Instead, direct them to a form or a page where they can submit their feedback privately.
  4. Mail: If you collect customers’ physical addresses, a personal thank you note can go above and beyond. However, this method means you won’t get feedback or insights from the customer like you would with phone calls, emails, or surveys shared on social media.
  5. Texts: Texting is an effective, convenient way of following up with customers promptly while on the go. Some apps even allow you to text customers from a separate business phone line while using your existing phone.

How Keap and Keap phone can help

Effective follow-ups need to be timely, relevant, and personalized. And, to do this efficiently and at scale, you can’t rely on email threads or sticky notes to remind you to follow up with certain customers.

Keap and Keap phone can help. Keap lets you intelligently get daily work done, combining all your essential tools into an app and removing friction from your customer interactions. It eliminates repetitive tasks, like copying and pasting the same follow-up email, to save you time and alleviate stress.

Here are the ways Keap and Keap Phone can help with following up on customer service:

  • Customer information at your fingertips: A client management system stores data about existing customers, manages tasks, analyzes data, and stores communication. All these features help you organize important information and daily work in a single place. This means that you’ll have a record of every customer interaction, so you can quickly see who has spoken to a customer-service rep, who that rep was, what they discussed, and more. You’ll always be informed, up to date, and ready for any situation.
  • Automate follow-up: Leave the “Sorry, I just saw this …” moments behind. Keap alerts you when clients and leads text, call or email so you can respond quickly on the go.