Tips for using web forms for customer service and retention purposes


It's hard to overestimate the crucial role of web forms in today's digital business reality. Whether you use forms to simply let people register for a newsletter, to download a white paper, to create smart applications that collect form data or to set up advanced surveys: web forms are like an entry door to a world where conversations can start and conversion can happen.

Nevertheless, online forms are still often underused, making businesses miss out on for instance lead generation opportunities, customer interaction or providing valuable applications that are driven by forms. The possibilities really are endless and limited only by your business and creativity.

In this post you find ways you can use web forms, such as Selligent's advanced eForm component (see brief overview), that is built into our Selligent Interactive Marketing software, for customer service and retention purposes.

Customer service and customer care

Use advanced forms and surveys that allow you to improve customer satisfaction, identify and solve pains, analyze the needs of your customers or conduct regular surveys and polls to understand what your customers think of your business and service level or to understand their preferences. Integrate these flows with your cross-channel marketing efforts and improve overall efficiency and customer-centricity. Couple customer satisfaction data with buying behaviour to identify threats and opportunities on the individual customer level.

Customer Relationship Management

Get a single view on your customers and prospects by coupling your forms and cross-channel marketing automation software, such as Selligent Interactive Marketing and its built-in eForm module, with your CRM applications. Create bi-directional flows of data and interactions, regardless of channels, to pro-actively engage in interactive CRM in real time.

Customer retention and loyalty

Set up retention and loyalty programs offering special content or services to your (loyal) customers. Segment your customers and allow them to interact with you faster via tailor-made secured forms. Invite them to customer events, allow them to register for restricted content and services and/or allow them to gather loyalty points by sharing their valued and valuable opinion or input.

Selligent Interactive Marketing has an advanced eForm component that allows you to do all this and more. Request a demo or contact us.

Do you want to engage the multi-channel consumer?

Today's customer is cross-channel and he/she is at the centre of sales and marketing.

Communication channels depend on the consumer and marketing is about engaging the cross-channel customer and prospect throughout integrated dialogues that are driven by his/her buying journey, preferences, triggers, signals and behaviour.

Discover why your business should move to an integrated marketing approach step by step and how.

Download our white paper "Moving towards integrated interactive marketing".  

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