Telemarketing, teleprospecting, telesales: the art of creating conversations and building new relationships.
In recent months, sales processes have had to evolve to keep pace with the emergence of distance selling as an alternative to physical selling, meeting consumer expectations and adapting to regulatory constraints to protect those involved and reduce excesses, both online and offline.
Many brands and companies in various sectors are reflecting on the need to rethink the distribution of products and services within this remote context. Promotion must keep pace with changing behaviours and expectations, and there’s a real need to increase good practices in this area.
Today’s prospecting strategies are no longer based on the passive expectation of consumers subjected to targeted or non-targeted advertising messages. Marketing departments look to forge connections with prospects wherever they are, in the best-case scenario or at the right time.
The idea is to create a Buyer Experience, based on the use of multiple channels (calls, text messages, e-mail, chat, messaging, self-care, etc.) and tools (computers, smartphones, applications, TV, connected objects, etc.) to make appointments, subscribe, buy, contract, renew, etc.
So, to those asking themselves whether they should use teleprospecting (again): why not think omni-channel, drawing upon all the senses (👂👁🔊)?
Prospecting through multiple channels, in particular with the voice, allows acquisitions to be approached in a listening context to promote understanding and a conversational context to give advice. Screens and written content play a supporting role, providing additional information up to the point of signing, for informed consent. Finally, visual telephony offers eye contact to underscore the relationship of trust and commitment where necessary.
This experience can indeed combine the senses – whether one-time, two-time, online, offline or through a conversation – to convert prospects at this time of remote interaction. The telephone and voice remain at the heart of prospecting and distribution, providing a higher level of listening, advice and value for customers.
« We’re successfully conducting this omnichannel prospecting process. Through a combination of messaging, video and telephone contact, our new customers are become ambassadors and opinion leaders by naturally relaying our offering and approach via social networks. »
