Speed is important when trying to seal the deal online
Everyone that is selling something online might lose a sale to their competitor who responds much quicker than they do. This is the sad truth about online sales and you need to be as quick as possible to respond to the potential customer doesn't lose focus and go find another website that will respond.
A rather recent example of this is when my son was getting hungry so I stopped chatting with a potential client for a minute while I made a bottle. By the time I got back from making the bottle they had already loss attention and left my website. We were talking about a $300+ per month service for at least 15 minutes and they left when I went unresponsive for a minute. That's how quick you can lose thousands of dollars, and this is why you need to respond as soon as possible.
If someone submits a ticket, you need to respond A.S.A.P.
It doesn't matter if you're responding with your laptop, desktop, or with your cell phone. You need to send a response to that person as fast as you can because you're not sure how many other companies like yours they have already contacted and are waiting on a response.
People tend to work with the person that responds to them first, this is because you will be able to give them all the answers they want, and this puts them at ease with your services compared to the others that haven't responded yet. So, respond as fast as you can and you will boost your sales
Answer every question thoroughly with additional answers
It matters what the person is asking you, but you should know they are going to ask more questions, so you should add in plenty of answers to potential follow-ups. This will decrease the amount of time it takes for the conversation to end, will increase your productivity each day, and you won't have to wait around for the person to respond.
Think of it as a blog, you want to give out as much info as possible in order to please someone, and you should do the same thing when you get asked a question.
Always follow up with someone that showed interest
If you're talking with someone and they seem to be willing to sign up, you should always follow up with them even if they decide not to. You'd be surprised how often one of these follow-ups will turn into a sale. I've actually gotten people to sign up for higher-priced services after a follow up because I tend to leave my phone number in case they want to talk
If you're not following up with potential customers as well as your current ones, you're going to see fewer sales coming in than you should, and this means you won't be as successful as you potentially can.
You need to be quick to respond when talking to potential customers. If someone is already a customer they will understand that you might take some time to respond, but that doesn't mean you can blatantly ignore them. Respond to everyone as quick as you can, but respond to new people first, and you will be able to grow your clientele list quicker than you could imagine