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The leads that come into your business can come from a number of different sources.
B2C businesses such as those in the claims and insurance sectors will frequently see a lot of their leads coming through call and contact centres, likely driven by advertising.
With a potentially high volume of leads coming into your business, it’s vital that you are prepared to capitalise on the potential sales and revenue they represent. In order to do this, you must ensure that your lead management process is up to scratch.
The first thing to remind yourself of is that the person at the other end of your B2C leads are not likely to just be dealing with you as a business. They will be shopping around, researching and making enquiries with a number of your competitors as well.
This is why fast responses are crucial, as this can help you start the conversations and paths to conversion sooner than the competition. Additionally, this creates a much better perception of your brand as you are seen to be switched on, engaged and ready to help.
Your response doesn’t even need to be in depth. A simple acknowledgement that you’ve received information, or an invitation to arrange a call back is often sufficient.
A high volume of leads requires the right tools to help keep your team organised and efficient.
These tools allow you to automate a large portion of your lead management, including:
- Identifying the value of a lead
- Collecting additional information
- Arranging call backs
- Prioritising high value leads
- Filtering leads through to the right staff
Tools that take the manual strain of completing these tasks away from your team are really beneficial to any business dealing with B2C leads. This is because the sheer volume of leads and the speed they need to be processed would take up valuable man hours which are better suited to speaking to customers and trying to convert leads into business.
Your staff should have the ability to take the information from a lead management system and be able to use that along with personal sales techniques and interpersonal skills to convert your leads into sales.
Staff need to be understanding of a customer’s needs, knowledgeable enough to make recommendations and able to lend a sympathetic ear, especially in claims businesses where customers may have suffered injuries.
Using the information provided by a lead, employees should be able to suggest the right products and services to the customer and move them onto the next step in the sales process. Your lead management software should give them a head start, gathering basic information prior to speaking, and allow them to have more effective conversations and yield better results.
Helping your business to effectively manage B2C leads
Managing your B2C leads effectively helps you to remain competitive and provide superior levels of customer service. From outpacing your competition during the early stages of dealing with a lead to ensuring the right staff are able to provide their services, the entire process should be designed to maximise the effectiveness of your sales processes.
FLG’s dedicated software can help make lead management easier to handle, which, in turn, helps your team focus their efforts on the best possible leads to track and pursue. Our toolset can:
- Efficiently process leads to help a team follow up and achieve more sales
- Integrate with other software platforms, including Trello, MailChimp, Quickbooks, and Campaign Monitor
- Use powerful workflows to automate call centre sales processes
If you’d like to learn more about FLG and how it can benefit your business, take a look at our FLG Core page.