Home – New Forums Marketing mastery An intrusion or good marketing?

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  • #983431
    MatthewKeath
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    About a year ago months ago, my brother was checking out payment gateways. One of these that he checked out, and sent through a enquiry form, was eWay.

    He decided not ahead with them at that time.

    Jump forward to a few days ago. Again, he was exploring payment gateways, unhappy with his current one, and he jumped back on eWay’s site to check pricing.

    About 10 minutes later, he gets a call from a eWay sales rep: ‘Hi, I noticed you are on our site, and was wondering if I could help with anything?’

    While I am aware of this being technically possible, I have never heard of it being used in the wild. My brother was not happy, and is now less likely to go with them as a result.

    What do you think? Genius marketing strategy, or unwelcome intrusion?

    #1142293
    Blp_Sales
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    Interesting – I think it is probably an intrusion. I would be inclined to be annoyed by that – but can understand how some people would see it as very helpful.

    #1142294
    DavidThomas
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    Interesting thoughts, this sort of technology seems to be on the rise.

    I personally find it a little intrusive. Even retargetting is getting annoying, the ad’s I see are always the same ad’s.

    #1142295
    MatthewKeath
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    Blp_Sales, post: 162666 wrote:
    Interesting – I think it is probably an intrusion. I would be inclined to be annoyed by that – but can understand how some people would see it as very helpful.My feeling are if i wanted to talk to someone I would call or email.

    A straw poll among people I know suggests that no one would be happy. I tend to agree.

    #1142296
    sansamad
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    Hi Matthew,

    To me it would feel like Orwellian terror :(

    Cheers,

    Sandra

    #1142297
    Ondetto
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    Intrusion! I’d be pretty put off by that.

    Saying that, I know that the technology has been around for years and while a little creepy, it can help sales people see who is interacting often with the website or other content, and therefore tailor their contact strategy accordingly.

    However, I have never heard of it being used in real-time and so openly… I think their sales force needs some training to handle this technology without creeping customers out.

    #1142298
    Johny
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    Glad I don’t visit porn sites otherwise I may get some very interesting marketing calls.

    I tend to also think it would put me off dealing with that company, being a bit creepy.

    But in the end, if I m walking around a shop and someone comes over and starts asking questions, is this not basically just the electronic extension of that?

    After all, if I am on the site or in the shop it I because I am interested in at least looking around.

    #1142299
    VixenBookkeeping
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    I find the practice a little stalkerish. While I’m happy to have a live chat on a company website, getting a phone call is too much.

    Johny, post: 162734 wrote:
    But in the end, if I m walking around a shop and someone comes over and starts asking questions, is this not basically just the electronic extension of that?

    After all, if I am on the site or in the shop it I because I am interested in at least looking around.

    I don’t think this is the same situation at all. An online live chat invite would be the electronic extension of walking around a bricks and mortar shop. To extend the analogy, getting a phone call 10 minutes later after visiting a website would be like having a store person approach you after you’ve left the store and walking down the block :)

    #1142300
    Thrive Promotional
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    It may have been better if they had used a pop up to ease your brother into the conversation/approach e.g. ‘hello, glad you’re back, can we help .. someone is available now if you ring xxxx or can we ring you?’

    Several of the online only businesses e.g. insurance, ask you to complete an online form and then suddenly you are getting call after call from them until you buckle or say ‘I’m not interested’.

    Permission first I’d say.

    #1142301
    LucasArthur
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    What an interesting post… it is slightly intrusive isnt it? more interesting is “what can they see?”….

    Cheers
    Jason ;)

    Jason Ramage | Lucas Arthur Pty Ltd | E: [email protected]   P: 61 3 8324 0344    M: 61 412 244 888
    #1142302
    JoshG
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    VixenBookkeeping, post: 162766 wrote:
    To extend the analogy, getting a phone call 10 minutes later after visiting a website would be like having a store person approach you after you’ve left the store and walking down the block :)

    Plus, I think there is something a little jarring for most people when they get a reminder that the internet isn’t as anonymous as they think!

    #1142303
    Johny
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    To extend the analogy, getting a phone call 10 minutes later after visiting a website would be like having a store person approach you after you’ve left the store and walking down the block

    Ok, fair enough, if we want to be pedantic, this is the original comment:-

    “About 10 minutes later, he gets a call from a eWay sales rep: ‘Hi, I noticed you are on our site, and was wondering if I could help with anything?'”

    Wording suggests they could have still been on that site 10 minutes later, which was the way I read it.

    I have actually had someone chase me down in somewhat similar position. At a trade fair I couldn’t speak to anyone because they were all busy, then someone saw me later and approached me. At the time I actually thought it was pretty good of them to make that effort.

    But anyway, that wasn’t really my point and I obviously didn’t explain it well.

    Just wondering if we (including myself) aren’t being oversensitive. On one hand we resent that they “invaded our privacy”, but on the other hand we know nothing we do online is completely private anyway. After all, we leave our foot prints everywhere and there is any number of ways we can be contacted., and many of these places are logging what we do to take advantage of it somehow.

    Freaky yes, but no doubt just the start of what’s to come.

    #1142304
    Warren Cottis
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    C’mon People

    We’re all entrepreneurs so consider this situation…

    Warren has just bought his new mega dollar suit and gets a flat tyre and it’s raining… Warren says I’ll look out the window and wave my hand and wait and see if a beautiful woman stops to help me (ideal sitiuation… for me… probably not for the ladies here or the married men or… )

    Next minute… big guy pulls up and says… Hey Mate, are you ok?

    Would I say… Get lost Mr Intrusion?… don’t think so (I am a realist)… would you?

    The reality is… the value of the “Offer of the Help” is relative is to the “Urgency of the Problem” and the “Expediency of the Delivery of the Solution”… I think I’ll call put that in my book :-)

    So I think eWay are great…. for all they know your Payment Gateway is crashing about your ears with orders banked up.

    #1142305
    WhatsThePlanDan
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    I have to agree with Warren here. While generally I wouldn’t want to be contacted this way (because I generally shop around a lot and then contact once I’ve basically decided anyway), if I really was ready to buy then I would probably end up going with them because the hassle of making contact myself has been taken away.

    Also it is well espoused by sales experts that you should contact those who make enquiries ASAP as they are probably shopping around your competitors at the same time and first in may just be first served… so I guess this is kind of an extension of that philosophy.

    Having said that it is still creepy though that they were able to call him just because he was on the web site…

    Cheers
    Daniel

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