An enquiry is somebody putting their hand up — a form on your website, a landing page, a campaign response. It is the moment a stranger becomes a lead, and it is where most new business starts.
What happens when one arrives
- The person is matched to an existing contact, or created as a new one.
- The enquiry is attached to them, with everything they filled in.
- It is routed to a tribe, and given a status.
- Notification emails go out to whoever should know.
- The customer gets an acknowledgement, unless you have chosen not to send one.
What an enquiry carries
| Detail | Why it matters |
|---|---|
| The form and its fields | Exactly what they said, in their own words. |
| Calculated source | Where they came from, worked out from how they arrived. |
| Tribe | Which location it belongs to. |
| Status and assignee | Whether anybody is on it. |
| Time to enquiry | How long from first arriving on your site to getting in touch. |
Where enquiries appear
On the enquiries screens, on the contact who sent them, and in the CRM so a rep can work them alongside everything else. It is one record seen from several places, not a copy.
SPEED IS THE WHOLE GAME
Enquiries go cold in hours. Whatever else you configure, make sure somebody is told the moment one arrives and knows it is theirs.