// Introduction
Mr. Wang is the boss of a cross-border sales company, and he is also oursSocialEpoch One of SCRM's loyal users, their company is headquartered in Hangzhou and has more than 50 cross-border sales.
Mainly engaged in cross-border sales B2B export, with a relatively wide product line, export volume and profits have been on the rise in recent years. He said that these are all due to the use of some efficient cross-border sales tools.
In addition, Mr. Wang also said that in the company's business development process and B2B business expansion, only by having the courage to try, dare to make breakthroughs, not be afraid of failure, and be good at summarizing can we achieve success. If you want to do your job well, you must first sharpen your tools. Resources are limited.must learnWith the help of tools, there are good ways to improve work efficiency and profits.
Today, Xiaotu was fortunate enough to invite Mr. Wang to do a sharing. I compiled it and shared it with everyone.
Small way:Mr. Wang, in your cross-border sales prospecting and management, you mentioned that it is important to use efficient cross-border sales tools. Do you have any recommendations for efficient cross-border sales tools?
Mr. Wang: I recommend Google as a search engine, and I think the most efficient social tool is WhatsApp.
Currently, in addition to the formal cooperation contracts and payments that require email confirmation, all sales prospecting and customer communication are based on WhatsApp. This tool is really useful!
Small way:It seems that you particularly recommend using WhatsApp to find customers. How did you first come into contact with WhatsApp?
Mr. Wang: That’s right. At the beginning, our company’s cross-border sales were the same as others. We used traditional email marketing to develop customers, and sent products to customers through emails at regular intervals.
However, the emails sent out were either unreadable or were transferred to the junk folder, and were never heard. There were very few replies received. Sending emails back and forth to customers was extremely inefficient, and no one knew how many competitors there were.
For customers whose phone numbers are known, even if the salespeople are given a quota to make 20 international calls a day, the salespeople complain that it is of little use. Even if they work hard at practicing foreign languages, they are often hung up on as harassing calls or the call is perfunctory.
One day, a salesperson in the company said that when he was on the phone with customers, he was asked if he could use WhatsApp to contact them because customers complained that international phone calls were too expensive, but WhatsApp was completely free, and he was basically online all day long, so the salesperson also downloaded and registered WhatsApp to use.
After sales and use, I found that WhatsApp is simply an artifact. Like WeChat, it can not only chat, but also send pictures and videos, and voice calls are also convenient. It is not as expensive as long-distance calls, and the most important thing is that customers are using it. You can find them at any time. It is convenient to confirm orders, send new products to customers, and communicate with each other in daily life.
Small way:So you started using WhatsApp as a tool to contact customers, right?
Mr. Wang: Yes, after hearing this emotion, we decided to equip the entire company with WhatsApp for sales. Not only did we ask everyone to send emails to add the WhatsApp of old customers, but we also added our sales WhatsApp to each of our customer development channels.
In order to facilitate customer service contact, our email signature has put our corresponding sales WhatsApp; direct WhatsApp is also placed on the website, so you can get the catalog of our products with one click; WhatsApp is put on Facebook and LinkedIn. Interested customers can find us at any time...
Small way:It seems that you not only use WhatsApp to communicate with customers, but also use WhastApp to develop customers. It is really powerful and systematic! So, is there really a big change after switching to WhatsApp?
Mr. Wang: Of course, after switching to WhatsApp to follow up with customers, the feedback from salespeople is indeed much better than email. Regardless of the speed of customer response, the level of interest in the product, the frequency of price inquiries, etc.
Therefore, WhatsApp, a social software, has become an essential way for our company to contact and manage customers. Every salesperson has registered for WhatsApp to follow up with customers.
Not only can we post dynamically to display our company's products and create a professional image for our sales staff, but our sales staff can also instantly see whether the message has been viewed by customers, eliminating the need to wait eagerly for a reply like an email.
Small way:So have you encountered any challenges when using WhatsApp to communicate with customers? Or have you always been satisfied with WhatsApp? Are there any pain points or anything?
Mr. Wang: The effect of using WhatsApp has become better. Last year’s total revenue also increased by 20%, but business development also encountered difficulties.
Salespeople no longer need to perform daily phone call quotas. Our management does not know whether they are working on WhatsApp, what their work status is, and what progress has been made.
The new sales staff didn't know how to connect with the purchasing customers, their service couldn't keep up, and they didn't know how to negotiate prices. In the end, everything was in vain, and the supervisor had nothing to do. What’s even more troublesome is that the cost of developing customers in B2B is not low, but some sales people change jobs with the customers that the company has developed resources, letting the company’s large initial investment become a wedding dress for others.
Small way:Yes, this is indeed a big problem encountered by the B2B industry. So how do you solve the management problem? Do you also use WhatsApp?
Mr. Wang: I have also thought about this question. Since I can use WhatsApp to manage customers, can I also use WhatsApp to manage sales? So I checked online to see recommendations from various industries.Found itSocialEpochdevelopedWhatsApp SCRMTools.
Used WhatsApp SCRM After using the tool, I asked all sales employees in our company to log in to their WhatsApp on the client to contact maintenance customers. In this way, the administrator can view which WhatsApp the employee uses to log in, which customer he communicated with at what time, and the customer's WhatsApp information and notes in the background.
A new salesperson came and said he didn’t know how to communicate with customers or how to quote products. Department leaders can log in to the backend and check it, and they can help review and summarize it. Even if they are on a business trip and not in the same office location, they can check it remotely and give guiding suggestions.
Small way:Yes, our chat records can back up chat records, which seems to be very helpful for the growth of your employees.
Mr. Wang: Yes, I didn’t use you last year.WhatsApp SCRM When our management wants to know the WhatsApp work content of the cross-border salesperson, it is very troublesome, but it is very simple for sales to take away the company's customer resources.
When the sales were lost, we could only curse in secret. Ever since I used itWhatsApp SCRM, chat information and customer data can be viewed, downloaded and exported at any time. The company's most important customer assets cannot be taken away by resigning sales. I can immediately arrange for the next employee to take over his job and continue to maintain customer relationships.
The customer resources originally owned by the resigned salesperson, how many times they have been contacted and followed up, and how far the business has been advanced, the chat records are permanently saved and can be viewed at any time.
WhatsApp SCRM The management tool perfectly helped our company solve this problem, manage these sales employees, preserve the company's customer assets, and achieve stable growth in turnover. What a great experience.
Small way:It seems that Mr. Wang also recognizes our WhatsApp SCRM customer service tool very much. After using our products, the company's business and employee management have also undergone great changes.
Thank you Mr. Wang for treating usSocialEpochWhatsApp SCRM With the support, we will continue to work on research and development of WhatsApp SCRM, improve our products, and provide better services to global expansion companies.
