I love all things new and high-tech. Give me the latest tablet or smartphone and I’ll be more than happy to stop going to expensive restaurants. But progress excites me on more than just a personal level; as a businessman, I also see its potential.
My small travel agency focuses on Europe and Southwest Asia. In our business, clients are worth their weight in gold, so I’d give anything to have more of them.
I bought a toll-free 800 number before any of my competitors did, and I haven’t regretted that decision since the number of incoming calls we received jumped significantly. On the other hand, my competitors soon followed up with their own 800 numbers, meaning that my offer was no longer unique. I had to think of something else. And think I did.
Our site conversion rate skyrocketed after we installed our new silver bullet, and sales followed. Representatives were able to simply take warm client leads by the hand and walk them through to the finish line.
Mine was the first travel agency to add a free call-back request button. It’s as simple as can be: there’s a big red “request call back” button on our home page. Potential clients leave their number and a preferred callback time, though they generally prefer to be called back immediately. The system then finds an available representative who Smart call-back connects to the client as soon as they pick up the phone. Bingo!
Our site conversion rate skyrocketed after we installed our new silver bullet, and sales followed. Representatives were able to simply take warm client leads by the hand and walk them through to the finish line. Looking back, we were number one in tour sales going into the high season, something I personally attribute to the callback button we installed at the beginning of April. Our company didn’t have the lowest prices, additional bonuses, or sales. We offer the same resorts and the same hotels. What we did have were 13 magic words: “Send us a request and we’ll get back to you in 28 seconds.” We may not always be able to call people back in less than half a minute, but the number of leads we generate ticked up a few percentage points.
We won this battle, but the war is far from over. And I have no doubt that by next spring all my competitors will have a similar button on their home pages. Time to think of something new!