Follow an enquiry from click to reply

Start with one real route

Choose one way a customer can find you: an ad, a search result or a link someone shared. Open it on your phone and follow the journey yourself. Check whether the destination continues the promise that persuaded you to click.

Write down each action between arrival and a reply. A form submission is one step in that journey; the next person or system needs enough information to continue it.

Check the handover

Send a clearly labelled test enquiry and trace it through the tools your team actually uses. Check the received message, rather than relying only on the confirmation shown to the visitor.

• Does the message reach the right inbox or record?
• Are the contact details, request and source carried through?
• Is a named person responsible for the next action?
• What happens outside your usual working hours?

Look for the point where context disappears

An illustrative example: a visitor asks about a specific service, but the follow-up only says, ‘How can we help?’ The enquiry arrived, yet its context was lost. Carry the original request into the reply and ask only for information that is still missing.

Give the check an owner

Keep a short record of the route tested, what arrived and what needs fixing. Agree who will make each change and repeat the journey afterwards. Include failed submissions and unanswered calls in that check, so your recovery path gets the same attention as the successful one.