Good communications are an important element of Norton Finance’s customer engagement process and this is reflected in their lead enquiry conversion rate.
There is nothing worse than a post-enquiry or application ‘void’. If no confirmation or communication is received, people will question; has my application been received? Maybe it dropped into an internet ‘black hole’? Do I need to get in touch again?
In order to maximise lead conversion rates and avoid enquiry drop-off, Norton Finance responds to all new customer enquiries on the same working day.
The engagement process begins with a personal call to acknowledge receipt of the customers’ application/enquiry and to gather additional information. Further telephone contact is scheduled at key stages during the processing of applications, to keep customers updated with progress before final notification of completion date.