Mapping the current contact journey
We review where enquiries arrive, what information is collected, who is responsible and where information risks getting stuck.
FORMS · MEETING REQUESTS · FOLLOW-UPContact journeys
Contact journeys
from enquiry to conversation.
Make the next step clear for both visitors and the person responding. We map forms, meeting requests and follow-up, and assess which parts need simplifying or automating.
Let's talk about your contact journeyA contact journey needs clear responsibility
A form is not enough if nobody knows what happens next. An enquiry needs to reach the right place, contain useful information and be followed up by a responsible person. We consider the entire journey and choose manual and automated steps that make sense for your business.
WHAT THE WORK CAN INCLUDEFewer unclear steps.
Fewer unclear steps.
A clearer handover.
The work can be a defined improvement to your website's contact journey or part of a broader approach. Tools and connections are assessed before inclusion in the proposal.
Forms and contact options
The questions in a form are tailored to what you need to respond. Meeting requests, general enquiries and direct contact can serve different purposes depending on visitors' needs.
Meeting requests, confirmation and reminders
We assess how selecting times, confirmations and any reminders can work in your setup. Availability, responsibilities and exceptions also need to be clear to your team.
Testing, documentation and handover
The journey is checked with clearly labelled tests where needed. We review how information is received, what steps remain and how the team continues the work.
APPROACH & RESPONSIBILITIES
Automate only when the step is understood
An automation needs a clear starting point, an intended result and a way to handle exceptions. We start with rules and responsibility: what should happen when an enquiry arrives, what requires human judgement and how will you know if something has not worked? Suitable tools and possible connections are assessed afterwards.
What determines the scope?
The number of contact routes, people involved, content, languages and meeting rules affect the assignment. Improving one form differs from planning several contact options. Any tools, licences and ongoing maintenance should be listed separately from the work ordered.
Describe your needs for a proposalAn example of a simpler contact journey
A visitor might choose between describing a need and suggesting a conversation time. The enquiry reaches an agreed recipient who assesses the need and confirms the next step. This example shows how contact options and responsibilities can be described clearly; it is not a reported client result.
Read guides for your next stepCOMMON QUESTIONSGood to know
Good to know
before we start.
Scope, responsibilities and delivery should be clear before you place an order.
What needs to happen after a form is submitted?
Visitors need to understand that their enquiry has been received and what happens next. Inside the business, it needs to be clear who receives the information, assesses the need and responds.
Can we start without changing tools?
Yes. We can begin by mapping the current situation and suggesting what can be simplified. A new tool should serve a clear purpose rather than be the starting point for everything.
What needs to remain manual?
Assessing needs, personal conversations and handling exceptions may require a person. What should be automated depends on how the step works and the control you need.
Who is responsible for responding to enquiries?
Your business needs to appoint someone. We can help clarify responsibility and handover, but a technical contact journey does not replace someone who follows up with the contact.
Are licences and maintenance included?
That depends on the agreed approach. Tools, licences, ongoing support and any maintenance should be specified in the proposal so you can assess the recurring cost.
A CONNECTED WHOLERead about
Read about
the next part.
B2B lead generation
Plan incoming enquiries together with the sales team's follow-up.
Corporate film
Help visitors understand the business before a conversation.
Guides and further reading
Read more about content and a considered next step.
A FIRST CONVERSATIONWhat needs to
What needs to
work better?
Tell us about your offer, audience and what you want to take forward. We begin by understanding the need.
Let's talk about your contact journeySee all services