How To Use Amazing Customer Service To Get More Leads

According to research, a massive 93% of customers will likely do repeat business with companies that offer excellent customer service. 78% of consumers are also far more willing to do business with them again after a mistake.

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos.

How to Use Customer Service Touch Points for Lead Generation

Great customer service goes beyond face-to-face interactions. It starts as soon as someone sees or hears of your brand (sometimes referred to as the Zero Point of Contact). Whether you operate a B2B, a brick-and-mortar store, or an online shop, great customer service can be achieved in a few ways.

Implement instant messaging and chatbots

If you’re a millennial, the first thing you think of when someone mentions instant messaging is MSN, Facebook Messenger, BBM, or even WhatsApp.

But the keyword here is “Instant”. 41% of customers prefer online support over phone or email. That’s a huge chunk of customers that you don’t want to alienate, and this number is only going to grow!

Being able to communicate with a brand and get the information they need instantly is important to potential clients, and your website could be the first port of call.

Software like 3CX can easily and quickly set you up with a bespoke instant messaging service that will give leads a chance to communicate directly with someone in your organisation. Not only is instant messaging through chatbots more personal, but it gives your sales team a direct link to potential customers.

The drawback here is the number of messages you may get during a normal day. You would need to make sure you have the staffing power to answer them all so you don’t lose any leads or sales. This is where you may want to look at AI-powered responses to answer most queries.

Upgrade your phone systems 

A robust and easy-to-use phone system is vital for fielding and processing potential leads. The quicker you can answer a lead’s questions or get them speaking to a person, the better. Nothing irks people more than the hundreds of options they need to listen through to get to the service they need.

The service a lead receives on these calls can make all the difference to your lead conversion efforts, so the call needs to be memorable from the get-go. One way to enhance a lead’s experience is with IVR. Depending on the image you want your business to portray, getting the right voice for your IVR is time well spent.

For example, Scottish Power has fantastic IVR recordings of someone with a Scottish Accent that gives you clear options to press. Plus, you usually get to speak to a person quickly which makes the whole experience very palatable. 

It’s also recommended that you have as few options on your phone system as possible. You may need a lot of options for potential clients depending on what you offer, but cut down where you can.

If you’re looking to make the switch to an internet-based phone system, MID Digital Solutions can assist.

Make your presence known on social media 

Did you know that around one in three customers learn about new brands and products through social media platforms? Posting on social media regularly lets customers know you’re reachable on these platforms.  

Your business probably already has its social media channels set up, but how often do you post and interact with customers on them? Here are some useful statistics and data for how often you should be posting:

• Facebook: 1-2 times per day. Studies show that posting more than twice a day can lose you followers on Facebook. People hate their timelines being clogged up with the same messages. 

• Instagram: 3-5 times per week. Brayden Cohen (Instagram’s Social Media Marketing Lead) says you can double your followers just by posting regularly a few times a week. 

• X: 3-4 times per day. Regularly posting every day keeps your brand in the algorithm and noticeable to people. They may not engage with every post, but reminding people you’re there is really valuable to your brand. 

• LinkedIn: 1-3 times per week. Compared to brands that keep a low profile, you can gain up to six times the amount of new followers every month if you post regularly. 

You can keep on top of your social media needs easily for your business with a few pieces of software.

Canva is a great service that allows anybody to make professional-looking content at the drop of a hat. You can then kick things up a notch by buying scheduling software for your accounts like Hootsuite or SocialPilot.

Both of these platforms allow you to read and reply to messages as well, so you can still keep all of your communications in one place.

Implement a referral program

After resolving an issue or helping a customer, invite them to participate in a referral programme. Happy customers are often willing to refer friends or colleagues when incentivised, resulting in new leads.

You can even make them aware of this programme following a sale. In most instances, you’ll already have their email on hand, making it easy to let them know about how to participate. You can even offer a small reward such as a discount in return.

Add an email sign-up form to your site

Making potential leads feel valued right from the start should be a key part of your lead generation strategy. One way to achieve this is by offering something valuable in exchange for their details.

You should already have a good idea of what your customers need and what’s most important to them. With this in mind, you can create an email sign-up form that’s linked to a reward. This could be a free ebook, webinar, or even product samples.

Giving prospects something without asking anything from them besides their details shows your organisation cares, which is an integral part of good customer service.

Now that you’ve set a positive tone, you can reach out and start moving them through the sales funnel.

Don’t ignore comments

People want to feel heard, which is why they leave comments on social media posts and blogs – and this is a prime opportunity to showcase your customer service expertise.

Make a point of keeping a close eye on content comments. Not only does this give you the chance to highlight your expertise while collecting leads, but it’s the perfect excuse to reach out to prospective customers too.

What’s more, the more responsive your organisation is, the more it signals to leads who may just be following the comments that you’re ready and willing to assist.

Create a comprehensive knowledge base

A comprehensive knowledge base can be a powerful tool in lead generation by offering valuable, self-service resources that address common customer queries.

When potential customers visit your knowledge base for solutions, you can place lead capture forms strategically, such as offering gated content (e.g., detailed guides, webinars, or case studies) in exchange for contact information.

Additionally, embedded chatbots or live chat options within the knowledge base can engage visitors proactively by answering questions and guiding them to sales opportunities. This turns a helpful support resource into a lead-generating machine by nurturing trust, demonstrating expertise, and converting curious users into qualified prospects.

Moving Qualified Leads Through the Sales Funnel

Once you’ve managed to capture new leads through your customer service efforts, it’s time to move them through the sales funnel. But how should you approach this?

Along with following your usual sales process, which should include lead scoring, here are a few other tactics to keep in mind when converting leads into paying customers:

Offer a special incentive

Provide an exclusive offer, discount, or value-added service. This gives them a sense of VIP treatment and can push them to engage further, resulting in a lead conversion. This incentive paired with the fact that they already know they want to do business with you can go a long way in converting leads.

Tailor your messaging

Use what you know about the lead to craft messages that speak directly to their potential needs. Your interactions with them may already give you some clues about their pain points, requirements, or preferences.

Provide a warm, human touch

Instead of sending an automated email, have a real person (such as a sales team member or even an executive) reach out via phone or video call to welcome the new lead personally. A personal touch increases engagement and can speed up the decision-making process.

If possible, invite the new sales lead to a webinar, demo, or event where they can interact directly with people from your sales teams.

Fast-track their journey

Since customer service-related leads often come in “warmer” than others, offer to fast-track them through onboarding or discovery processes, ensuring they see the value of your product or service more quickly.

If the potential customer is well-informed about your offering thanks to a referral, you can skip the initial education stages and move them directly to personalised demos or consultations.

Nurture trust through the referrer’s journey

This is another lead conversion strategy you can use if you receive a sales lead through a referral. Highlight how you’ve supported the referrer over time, showing the value you bring. This can create aspirational trust, as the new lead will want to experience similar results.

Encourage the new lead to reach out to the referrer if they have any questions. This creates a feedback loop of trust between the lead, the referrer, and your company.

Use emotional storytelling

Stories evoke emotion and can create deeper connections when you’re trying to convert leads. It makes your target audience feel part of a bigger success narrative.

Look for ways that your company and the lead share common values or missions. You can now get a sales rep to emphasise those points in their communication to strengthen trust and alignment with your brand.

FAQs

What are good average lead conversion rates?

Good average lead conversion rates typically range from 2% to 5% across most industries. However, rates can vary depending on the industry, marketing channel, and quality of leads. For instance, B2B industries may see lower conversion rates of around 1% to 3%, while e-commerce businesses often achieve higher rates between 3% and 5%.

What is the key to turning leads into customers?

There are a number of ways to turn leads into customers, but communication is always at the top of the list. Turning leads into customers means showing that you care. Keeping in touch, using follow-ups, and showing you understand what they need are some of the best lead conversion tactics.

How can I generate more leads on WhatsApp?

For improved lead generation on WhatsApp, use strategies like:

• Creating a WhatsApp business profile

• Adding a click-to-chat link on your website and social media

• Promoting your WhatsApp number in ads

• Offering exclusive deals or content via WhatsApp

• Using WhatsApp groups or broadcasts for targeted messaging

Final Thoughts

The service you provide, whether before or after a sale, is what makes your business stand out. If you want to generate leads at a faster pace, look for ways that you can improve your sales process as well as your customer service.

If you want to look into options such as phone systems, merchant services, or business mobile options to enhance your lead generation strategies, contact MID Digital Solutions today.