MEDIA360 PERSPECTIVES
What should happen after a visitor makes contact?
The visitor should receive an accurate next step, and the responsible team should receive the enquiry with the context needed to respond. Define ownership, routing and escalation before configuring forms or conversational chat.
What information should travel with the enquiry?
Capture necessary contact details and relevant campaign context within consent and privacy requirements. Use consistent source and campaign conventions, but never place personal information in UTM tags. Agree retention and access responsibilities.
How do you test the handoff?
Submit representative enquiries through each live form or chat path. Confirm the correct CRM record, assignment and notification, and test duplicates and failures. A visually successful form is not evidence that the sales team received the message.
What should be reviewed after launch?
Monitor unassigned enquiries, response delays, conversation quality and source consistency. Document platform changes and retest affected paths. Technology connects the workflow; an agreed operating process keeps the follow-up useful.