A funnel is a cone-shaped tool or device that is wide at the top and narrow at the bottom.
The marketing funnel breaks down the process from when customers become aware of a product (= a large number of people at first) to when they make a purchase (= a small number of people), and aims to develop effective measures by understanding the changes in the number of customers at each stage.
Call centers can play an important role in this initiative, so we will also introduce how to utilize them.
Types of Marketing Funnels
Name Contents
Purchase Funnel The process from when a belgium telegram phone number list customer recognizes a product to when they make a purchase is broken down into
Purchase Funnel
Cognition
Awareness" is the stage where customers become aware of the existence and features of a brand or product.
Create informative, engaging content to spark your customers' interest.
~ Utilizing call centers in the awareness stage ~
Since many of the customers are not yet interested, it is difficult to respond to them individually by phone. It is a good idea
to work together with the marketing department and the call center department to find out what interests customers from the voice of existing users (VOC) and use that information in advertising, etc.
Interests
The interest stage is about capturing the customer's attention and getting them interested in your brand or product.
At this stage, you need to use compelling content, informational offers, demonstrations, trials, etc. to generate interest and encourage customers to move on to the next stage.
~ Utilizing call centers at the interest and concern stage ~
Once you have some kind of contact with a customer, it's time for the telephone follow-up team (inside sales) to step in.
It would be effective to provide information over the long term based on the customer's interest at the time of contact.
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Be careful, if you try too hard to make an appointment when you don't yet have sufficient interest, it may backfire!
Comparison
During the "compare and consider" stage, customers compare options and gather information to choose the best product or brand.
At this stage, it is important to provide customers with information such as product features, benefits, price, ratings, customer reviews and reputation, etc.
Use comparison tables, buying guides, expert content, etc. to help customers understand the differences between products and make the best choice.
~ Utilizing call centers during the comparison and consideration stage ~
During the comparison and consideration stage, the call center responds to the customer's information needs and supports their decision-making by providing information on the product's benefits and comparison with competitors.
By politely and accurately answering questions and doubts and providing reliability and transparency, the customer's purchase decision will be solidified.
purchase
The "buy" stage is the final stage in the marketing buying process, where the customer makes the decision to purchase a product or service.
At this stage, the customer makes a final purchasing decision after gathering information and making comparisons in the previous stages.
~ Utilizing call centers at the purchasing stage ~
We handle phone calls when customers purchase products or services.
We also provide support and confirmation of order information, necessary procedures, and instructions on payment methods when problems arise with order processing or payment.
summary
This time, we introduced the purchase funnel and how call centers can play an active role at each stage of the funnel.
If you can make good use of call centers, which serve as a point of contact with customers , you will be able to increase customer satisfaction at each stage, move customers to the next stage of the funnel, and increase the percentage of customers who make a purchase.