For businesses that repeatedly answer product questions and follow up with customers.
A customer asks about your goods.
A new enquiry starts with a simple message.
Answer common customer questions
Use the answers and files you have approved for routine enquiries.
Collect the details needed for an enquiry
Ask for the information your sales staff need before they follow up.
Your team should
Check the requirement before quoting or confirming an order.
Collect the relevant quantity, location and required date.
Send the correct catalogue or price list
Use the current file and check what the customer is allowed to receive.
Your team should
Approve the files and any customer-specific prices.
Find the approved file and check any customer-specific information.
Remind staff to call or send a quotation
Keep the next action, date and person responsible together.
Your team should
Confirm the date and update the task after the follow-up.
Save the task and show it to the responsible person when it is due.
Pass decisions to the right person
Let staff handle special prices, complaints and delivery promises.
Your team should
Decide prices, complaints, credit and delivery commitments.
Stop the routine answer and pass the question with the earlier conversation.
Answering common questions
Remembering a callback
Taking over a conversation
Works best when customers ask repeat questions and approved answers are available.
Staff keep control of special prices, complaints, credit and delivery promises.
This handles enquiries you already receive. It does not create new leads by itself.
Possible Routes
Questions received on WhatsApp
Answer routine questions using approved information and pass other questions to staff.
Questions from your website
Bring website enquiries into the agreed follow-up process.
Enquiries received by phone
Staff add enquiries received by phone or in person and maintain the approved answers and files.
Questions that need a person
Send important questions and due follow-ups to the responsible person.
Handling 100 customer enquiries
Time before
Time with this workflow
Time saved
Lower estimate
Assumes 2 minutes per routine enquiry before and 1 minute with the workflow. Allows 20 minutes for checking and updates. Staff still handle the other 40 enquiries.
Before
3 hr 20 min
With workflow
2 hr 40 min
Saved
40 min
Show us the questions customers ask most often and how your staff follow up. We’ll identify the routine answers you can approve and the decisions that should stay with people.
Helpful things to discuss
Where do customer enquiries arrive?
Which questions and files do you repeat most often?
Who should take over when a customer needs a person?