People use Google Analytics without questioning how to contact Google or how to get support. Still Google Analytics is quite complex product with many functions, features and options that are not always clear how to use them. They don’t even question what Google does with all the data captured from their website and their visitors.
Requiring telephone call
On the other hand some of our potential customers for our website visitor identification web service insist on having a chat with us for discussing pricing, support and to inquire if we would use the data captured for other purposes. Although almost 99.5% of all possible questions and issues are explained on the website, some people just want to speak to someone. As if speaking to someone will solve the problem or take away uncertainty or risk. The person answering can be lying.
People seem to take for granted one can not communicate with Google and they trust Google all their data, whereas or a small company they insist on speaking to someone.
As our service is a web service at a fair price with low margins, speaking to potential customers increases the sales costs significantly. However we do reply to all inquiry emails within a few hours as this is more efficient than talking on the phone.
Of course in case of a service with a higher cost the company can afford having call operators answering inquiries, or even having sales people on the telephone.
The most expensive services can even afford having their sales reps paying a visit to a potential customer.
The communication gradients:
Free service: no communication – like Google Analytics
Low cost paid service: email communication – like LEADSExplorer
Medium cost paid service: telephone and email communication
High cost service or purchase of on site software: sales rep visit – like Salesforce