How Phone, Text, Email and Web Leads Should Work Together

What It Looks Like When It’s Off A homeowner fills out a form, gets a text a day later, then calls in — and the person who answers the phone has no idea the form or the text ever happened, so the customer explains their project for the third time to the third different employee.

What It Looks Like When It’s Working Same homeowner, same three touches — but the employee who answers the phone can see the form submission and the text exchange before saying a word, so the call picks up exactly where the last channel left off.

The Difference That Mattered One customer record existed underneath all three channels, each channel was used for what it’s actually good at instead of forcing everything through the same medium, and there was always exactly one owner and one next action — regardless of which channel touched the lead last.

Try This Find one lead in your system that came in through more than one channel this month. See if you can tell, just from the record, what the customer already knows and what they’d have to repeat.