Mutli Touchpoint Customers

Posted on August 31, 2019 in Marketing Thoughts

Sales, support, customer satisfaction, referrals, operations, are now all intertwined. Historically, each one of these had different departments and different roles. However, the modern customer has experiences through every stage of the buying cycle, support cycle, and post-sales that influence how he or she feels about that purchase.

BirdSeed As A Sales Tool

Bird Seed was created primarily as a sales tool for customer engagement, when that web-visitor enters a website. It allows the customer to communicate and engage with a business in the way that they are most comfortable with. For example, someone may want to talk with someone on the phone, while others may prefer live chat, or even an email is preferable. Business owners know that people have different preferences, so they made the hard decision to clutter up their beautiful websites and applications by adding multiple contact methods. First, with contact forms that held emails; next phone numbers and messages were taken, and then live chat boxes were added. Video libraries, FAQs…followed and the list goes on and on.

So, this simple, clean thing that was intentionally designed, now had 3, 4, 5 or more contact methods on one page, or, it made the user have to explore the site to find the different ways. Bird Seed solved this by having one engagement panel that launches a suite of tools that the business owner can customize between on and off during working hours, and times they aren’t available. Bird Seed’s mobile app adds a layer of convenience for those business owners that are on the go.

Support is Sales

Surprisingly, Bird Seed is often used by various clients as a support tool as well. Support is sales. Especially when the support request are really pre-sales questions. Is the customer comfortable how they were treated, communicated with and felt like this was a company they not only trusted, but also liked working with. In the arena of increased options for potential customers to go elsewhere, affirming them at every touchpoint is critical- especially for SAAS or other service-based products.

Another trend is that even for small decisions, the potential buyer does more research than ever before. This means the customer might come back to your website several times before making a purchase. The larger, or more important the purchase, often the more time that goes into that decision. That is another definition of multi-touchpoint customers. Is their experience positive and consistent, every interaction? Also, the customer moves forward in the buying cycle often what they are looking for is different on a website as well. So, if they were looking for a FAQ or pricing information their first time, they might be looking for a different answer or contact method this time.

MAKE IT AS EASY AS POSSIBLE FOR THE CUSTOMER TO DO WHAT THEY WANT TO ON YOUR WEBSITE!!

Whether it is for sales or support, BirdSeed has got you covered. 12 powerful tools including live chat, meeting scheduling, FAQ, testimonials and more.

All in one simple button.

Until Next Time,

Robert Urban – CMO of BirdSeed 

robert urbanCurrent CMO of BirdSeed and best-selling author, Marine veteran and PhD.  Offers expert-level strategy and execution for SaaS and technology business through relationship driven marketing, content and sales while leading and managing people from all different backgrounds. BirdSeed is headquartered in Orlando, Florida.

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