Now we have entered a new era of e-commerce, and online foreign trade has become the mainstream. Sales channels are expanded through e-commerce platforms to acquire more new overseas customers. However, while the online model brings convenience, it also has disadvantages - what should I do if customers do not respond to messages, inquiries or emails sent?
Our company's main products include ultraviolet germicidal lamps, ultraviolet sterilizers, electronic ballasts and other products. The nature of our products is mainly used in B2B in the industrial field. A small number of finished products such as: ultraviolet disinfection vehicles can be used in terminal markets such as hospitals, clinics, and schools, and ultraviolet sterilizing desk lamps can be used in terminal markets such as homes, supplemented by B2C. Let’s take our products as an example to talk about how to deal with the problem of customers not responding.
First identify the authenticity of the customer. Use the platform to research the authenticity of the inquiry, whether the email address left by the customer is authentic, and whether the customer's company website is authentic and valid. Comprehensively consider whether the customer is a target customer through the customer's company website and products. For example, if the customer's products are in the fields of water treatment engineering, fertilizer and water purification, municipal river purification, aquaculture, organic agriculture, etc., or in the fields of oil fume purification, exhaust gas treatment, purification engineering, sterilization and disinfection, etc., they are more in line with potential target customers. If the information left by the customer: the company website cannot be opened, or the official website is a fake website and the email address is also fake, and it is not a real customer, there is no need to continue to spend time and energy following up the fake customers.
Secondly, market customers. For example, to market customers through the platform system, taking ALIBABA as an example, you can click on customer marketing from the customer management function of the platform (the diagram is as follows):
You can also dig deeper into customers in Customer Management - High Seas Customers. You can also attract responses from customers by sending them limited-time offers.
Analyze and determine again the reasons why customers respond slowly or do not respond. Take MIC as an example. On the business opportunity page of the MIC International Station, historical customers can be found here - Customer Management. Open the customer management page, and we will see three types of customer distribution, namely current customers, favorite customers, and existing customers. To block customers, our focus is to explore the customers we are in contact with and look at the historical records. There are regular patterns in the fact that customers have not responded for a long time. For example, there is a time difference between the customer and us in China, there are specific holidays in the country where the customer is located, the customer is on vacation, etc. Rationally analyze and deal with customers' no-reply or slow-reply issues based on specific actual reasons.
Finally, carefully collect and organize customer information. For example, if the customer just didn't reply to the email, did the customer leave other contact information, such as phone number, WhatsApp , Facebook, etc. If there is an urgent matter and you need to contact the customer, you should pay attention to asking the customer clearly when communicating with the customer. For example, if the goods have arrived at the port and need to be cleared by the customer, and there is no reply to the email sent to the customer, you need to have the customer's emergency contact information, etc.
Attached below are some communication methods frequently used by overseas customers. Friends who are interested can save them.
WhatsApp, Facebook, Twitter, Instagram ， Tiktok , YouTube , Skype , Google HangoutsAmong them, the ranking of communication methods commonly used in different countries is slightly different:
The TOP5 instant messaging tools used by American users are, in order: Facebook, Twitter, Messenger, Snapchat, WhatsApp, Skype, and Google Hangouts.
The TOP5 instant messaging tools used by British users, in order: WhatsApp, Facebook, Messenger, Snapchat, Skype, Discord
The TOP5 instant messaging tools used by French users are: Facebook, Messenger, WhatsApp, Snapchat, Twitter, and Skype.
The TOP5 instant messaging tools used by German users are: WhatsApp, Facebook, Messenger, Apple Messages App, Skype, and Telegram.
The TOP5 instant messaging tools used by Spanish users are, in order: WhatsApp, Facebook, Messenger, Telegram, Skype, and Google Hangouts.
The TOP5 instant messaging tools used by Italian users are, in order: WhatsApp, Facebook, Messenger, Twitter, Skype, and Snapchat.
The TOP5 instant messaging tools used by Indian users are: WhatsApp, Facebook, Messenger, Snapchat, Skype, and Discord.
Post time: Feb-21-2024