After international trading companies place ads on platforms such as Google and FB, how to efficiently acquire customers has become the key to determining the effectiveness of marketing conversions. In the past, companies mostly relied on forms to obtain customer data. The customer browses the inbound page, fills in the form information such as name, contact information, demand intention, etc. and submits it. After the company obtains this information, it arranges customer service to contact the customer and start the business development process. This seems to be a logical operation, but in fact there are many problems.
From a time perspective, customer service often cannot respond immediately after a customer submits a form. If it's fast, you may have to wait several hours; if it's slow, it may even take more than a day before you can contact the customer. In today's fast-paced era, customers' patience is limited, and their enthusiasm gradually wears away while waiting.
Moreover, if the company carries out investment activities on multiple platforms at the same time, and the customers come from a wide range of sources and are in different purchase stages, the disadvantages of form investment retention will be further amplified. Each platform has different form formats and different ways of recording information. Enterprises need to spend a lot of time and energy to collect these scattered and messy customer data, and then sort and integrate it.
When customer service is following up with customers, it is difficult to fully understand the customer's needs and background when faced with such complicated and poorly coherent information, resulting in a lack of targeted communication. Customers submit forms on different platforms, but repeatedly receive inaccurate communication content from the company. Over time, they lose all goodwill towards the company, completely lose their enthusiasm for cooperation, and the company also misses a large number of potential transaction opportunities.
The cross-border sales full-link marketing growth solution launched by SocialEpoch has brought new customer acquisition ideas to enterprises. In the process of accepting traffic, SocialEpoch cleverly integrates the WhatsApp code to add friends or join the group on the website landing page. When customers browse the streaming page and become interested, they don't need to fill out tedious forms. They can easily click on the live code to establish direct contact with the company in an instant.
This instant communication model allows customers to get their questions answered as soon as possible. For example, a South American customer had questions about the technical parameters of a certain product while browsing the company's FB advertising, and clicked on the live code to enter WhatsApp for consultation. The company's customer service team responds quickly and uses its professional knowledge to explain product details to customers in detail. Customers will naturally praise the company's professionalism and service efficiency.
In addition, the system can also set up automatic replies, so that it can respond promptly to customer needs during breaks, making the customer experience better and customer service sales easier.
The solution also integrates the WhatsAppSalesEpoch customer management tool. With the help of this tool, every customer who communicates with the enterprise will automatically be included in the enterprise's owned audience pool. Enterprises can completely retain customer consultation records, purchasing preferences, communication frequency and other data.
Based on this rich data, enterprises can conduct refined classification management of customers. For new customers, we push basic product introductions, limited-time promotions and other content to attract customers to learn more about the products; for old customers, we provide personalized services based on their past purchase data, such as recommending the latest high-end products that are developed and in line with their purchasing preferences.
Taking old customers who have been purchasing electronic products for a long time as an example, the company analyzes their purchase data and accurately recommends adapted products, which significantly improves customer satisfaction. A good customer service experience directly promotes transaction conversion, making transactions faster and more frequent. Moreover, through owned-channel marketing, old customers are encouraged to share recommendations, fully tap into the lifetime value and social value of customers, continuously bring new customers and new orders to the company, and help the company continue to develop steadily in the global trade market.
