Why response speed matters
When a person applies on Telegram, Instagram or through a form, they are usually already ready to move on. She wants to understand if they can help her, how long it will take and how to take the next step.
If the first response is delayed, the business loses more than just a message. He misses the moment when the client is most motivated.
- the ice gets cold even before talking to the manager
- some applications do not qualify at all
- the team begins to work in the mode of constant catch-up
Where exactly is the problem
Most often, the delay is not related to laziness of the team. It arises where the same first messages must be written manually, the basic details must be clarified and the data transferred further to a table or CRM.
As soon as there are more such appeals, the manual scheme begins to break down. Some messages are missed, some are answered with a delay, and some hang halfway between chats and tables.
What to automate in the first place
It is worth starting not with a large complex system, but with the first useful step. Most often, this is the first answer and the basic collection of the application.
- instant first response in the referral channel
- a brief clarification of the service or type of request
- data transfer to a table, CRM or further into the process
- notifying the team of new warm ice
Why MVP works better than a big start
When a business immediately tries to build the perfect system, it gets bogged down in compromises, redundant logic, and costs. Instead, a quick MVP makes it possible to see the real effect of automation already on the first scenario.
If a basic autoresponder and application collection work, then it's easier to add qualifications, reminders, or more complex integrations.