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Episode 118 of 132

[FF] Maddy Martin on Using Digital Marketing to Thrive in Business: The ROI Online Podcast Ep. 118

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station description Steve Brown believes you, the entrepreneur, are the invisible hero of today’s econo... read more
The ROI Online Podcast
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Duration: 39:40
Does your business have the proper answering service? Nowadays people shop and do basically everything online so you better make sure your online customer service is really good for your business to excel. On this Feature Friday episode of the ROI Online Podcast, Steve talks with Maddy Martin, VP of
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Does your business have the proper answering service? Nowadays people shop and do basically everything online so you better make sure your online customer service is really good for your business to excel. On this Feature Friday episode of the ROI Online Podcast, Steve talks with Maddy Martin, VP of Marketing at Smith.ai about answering services and how to use them best in your business. Maddy has an Inbound Marketing background and is currently the VP of Marketing for Smith.ai–a company that combines live agents and AI to provide superior virtual receptionist and intake services to small businesses. Under her marketing lead, she took the company to 7-figures in sales. Some of her specialties are Marketing vision, strategy, development, and execution.If you have a small business and don’t really have any time to answer questions and social media messages you’re probably in need of something like Smith.ai, which can help you professionally answer your business calls, chats, texts, and social messages—without adding more to your plate.Among other things, Maddy and Steve discussed:Maddys’ backgroundSmith.ai and all its benefitsWhat an answering service is and does for your businessThe cost of an answering serviceWhat  webchat services areWays to improve a chat-based customer serviceWhat you should know about your sales supportYou can learn more about Maddy here:Follow Maddy on LinkedInYou can learn more about Smith.ai here:https://smith.ai/Send them an EmailWe have a surprise for you!Use our affiliate LINK to get $100 off your first month of service for both calls and chats on Smith.ai!Read the books mentioned in this podcast:The Golden Toilet by Steve BrownThinking of starting your own podcast? Buzzsprout’s secure and reliable posting allows you to publish podcasts online. Buzzsprout also includes full iTunes support, HTML5 players, show statistics, and WordPress plugins. Get started using this link to receive a $20 Amazon gift card and to help support our show!Support the show (https://cash.app/$stevemfbrown)
Snippet Transcripts
So as you were talking, I was thinking about, let's make a list of all the potential inbound channels coming to you that, that you know about and potentially are oblivious to. So phone email. If you have a chat bot a form on your website, what are all starting? Right. Right. All the social media channels that you're on and then also google my business, which you're going to need that app to respond and monitor those messages, any other channel that you have a business profile online, you might be on marketplaces and listing sites. We work with a lot of attorneys marketing agencies. Are you getting leads through sites like clutch or review sites where you might get inbound email leads with details there to follow up on? Um, there are so many different profiles and more and more these platforms where those profiles are hosted are taking that messaging onto their own platform and not necessarily emailing you. It's important to even check those settings, but then to when you take that inventory steve, you're going to say, okay, what is the channel? Who is an owner of it? And is that owner responding or who is the responsive party? Because they might not be the same and that's really important. I can be the VP of marketing, but I'm not going to be in every single facebook group and every message, we have a hiring team, we have so many other conversations that are going on beyond just smith ai as a brand and it's across many channels. You can't do that all by yourself and the sooner that you learn to document and then delegate, because that's really the sequence, the happier you'll be and the more empowered you'll feel, even though you're delegating to grow your business further, because you have a solid foundation and you can spend more money on that advertising, you can spend more money on, you know, sponsoring podcast. So you can you can confidently sort of go out with your brand because you know, the new leads are oh I will be there. The responsiveness is the single biggest factor. And whether or not someone is going to move forward with your business, they will not wait, they won't wait for an email back, they won't make for a voicemail return call. And even when you do call, interestingly 50 or less of those calls are even answered. So if you miss it, you have a small shot of getting them in, a small shot of them even being available when you do call, if you call it all.
when I read the responsive businesses when more clients solutions to answer and act on every lead, I think that reveals that you understand as a business owner were struggling to take advantage of every opportunity that comes to us. And so I feel like you understand that that's something I'm insecure about. Whether I'm doing the best I can every single time And you probably are doing the best that you can. But the problem comes when you try and prioritize and stretch every hour of the day, as you possibly can, often beyond just the 9-5. And you wonder how in the world am I going to actually be responsive to new potential clients or customers while working on and fulfilling the existing demand? And oftentimes contracts for the existing clients? Right. So there is a real dilemma. Do you fulfill your current promises? Who's doing that? Is that you, is that your team? And then how do you not miss the next wave of business? Especially when you're investing in online marketing, any sort of advertising or channel where you're exposed online? If you have referrals, if you have reviews, you know, those are coming in and you need to make sure that your responsive across every channel, because often steve, we see people, you know, sort of have the remark, well, I'm answering my calls well, but you have a facebook page and facebook has built a very powerful recommendation engine, and if you just think I've had a website chat, but you're not responding to your facebook messages, if you have a VoIP phone system for your business phone and you don't even know that there are text messages coming in there, then you're not fully responsive. You are only responsive insofar as you're covering all the channels through which people can contact you new or existing clients and that you are giving them the information that, you know, they need. Not necessarily that they asked about because they're not the experts you are and that you are obviously being speedy to get back to them. So responsiveness is not just a matter of speed, it's also of content and channel.
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