More than often when you fill out a contact or inquiry form on a website you never ever hear back from the company. Apparently often something goes wrong in the process and you as a lead for the company is lost.
Moreover it is rather unlikely you will contact the company again and you will probably not consider buying from this company because of the perception of lack of interest in you as a potential customer.
Online form Process flow
When a online contact or inquiry form gets completed it ends up in a digital file on a server – it might even get printed on a sheet of paper. The issue is then how it gets distributed to the salesman who should contact the potential customer. The process step from the automatic append of the file on the server to getting distributed to a salesman that requires human interaction.
In case this process flow is executed then the salesman needs to see or perceive enough interest in this lead to actually take action. Why should he invest time for calling or emailing the potential client ? The salesman has more deals and potential customers on his hand than he can handle and all these have had already human interaction: the salesman can put a face or event on each of the potential deals.
Chances are that in case of lack of time or insufficient apparent interest or insignificant deal the salesman will forget about the website lead as he doesn’t know the person which can be an additional hurdle.
One way to check or even recoup the deal is by sending an automated email response after 2 or 3 business days to the potential customer to inquire if his inquiry has been followed up or answered. This is relatively easy to organize and has the potential to obtain more information on the almost lost deals as they haven’t been followed up.
Additionally a system can be installed that reveals the companies visiting which allows the salesman better estimate the level of interest and the value of the potential customer of his leads from the contact and inquiry forms as he can see how often and how many pages have been visited by how many people of the company are actually interested.
How do you handle website leads ?