LEAD BASICS (3 of 3)
Using the Lead Record.
With the lead record open in front of you, you can see the lead demographics panel on the left side, the lead map at the top and the lead history occupying the bottom of the center panel of the page. Directly below the Lead map is the messaging center. This is where you perform the bulk of activities related to processing your lead.
At the top of the demographics panel you will see the map assigned to the lead, the current status of the lead and the agent assignment. Every lead needs be assigned to an agent so that communications sent from Influx use an appropriate agent signature. You can assign the ticket to yourself or to another agent who is more appropriate to manage this lead.
Before any action is taken on a lead by an agent, the status of the lead is New. As soon as an agent takes an action such as making an assignment or writing a note, the status changes to open.
Each input field in the lead demographics can be edited. Click on top of the text (or where the text should be if it is empty) to activate the field. Exiting the field by pressing the enter key or clicking somewhere else on the screen automatically saves the field contents
The lead journey is based on the concept of workflow. An Influx administrator has defined a workflow for each type of lead you will manage. The workflow is graphically depicted in the section at the top of the lead record called the lead map. The map is divided into a series of arrow shaped boxes called tracks. As the lead moves through the map, the current track becomes orange letting you know exactly what stage of the lead life-cycle you are in.
Tracks are composed of steps. Each step is a task that needs to be completed so the lead journey can continue, A list of step appears under the map in the messaging center. Completing all of the steps in a track, closes the track and opens the next one in the workflow. Along with the steps that you are expected to complete, Influx also has a list of automated tasks that are performed in the background. Each completed task is recorded in the lead history.
Clear, concise, accurate, and timely communication are the hallmarks of successful lead conversion. Using the task center you can communicate with a lead by email, create internal notes for yourself and other agents, set reminders for yourself and other agents, and communicate directly with leads as they work through your seminars and education programs.
Influx uses its own email address to send and receive emails. If a lead emails you, the message is added to the lead history as a note. You can respond to the lead directly from the task center keeping all lead emails in one place instead of in your own email.
To facilitate fast responses, you can use the Influx macro system. Macros are pre-defined responses or actions that you can apply to any lead. For example, leads often forget how to access online seminars or are attempting to watch education videos from a computer that is different from the one they originally signed into. Instead of agents having to look up login information and instructions, you can define a macro with this information already on it. Simply selecting the macro from the list takes care of all the details for you. Adding macros for frequently asked questions can be a big help in a busy practice.
Macros are just one of the tools available in Influx to boost productivity. We’ll talk about two of the most frequently use ones, triggers and automations, more when we talk more about workflows.
Every action taken by Influx, a lead, or an agent is recorded in the lead history. As the assigned agent, the lead history is extremely valuable. It allows you to see all interactions between your lead and other agents and providers who may be assisting you with lead management. All emails, notes and messages from the lead are kept in one place along with Influx’s automated actions, progress notes and a record of videos that the lead has viewed from online seminars or education programs.