MANAGING LEADS (7 of 8)
6. Maintaining Contact
One of the challenges associated with managing a large number of leads is maintaining appropriate communication with each one as they progress through maps. This is where Influx can be really useful to you. There are two main scenarios that Influx can help you with communication.
- When an agent or lead complete a step and next step instructions are required
- When a Lead or agent fails to complete a step within a specified time and a reminder is needed.
You may recall that triggers and automations are the tools used for automated actions from influx. Let’s look at the two scenarios and see which automatic action would be most useful. Keep in mind that whether you are using a trigger or an automation, you can send emails, write notes, set alerts, and change field values. Also, a single automatic action can perform multiple tasks. We’ll see more about this below.
When an agent or lead complete a step and next step instructions are required
Within influx, starting a map, track or step results in an open event. Similarly, completing those results in a close event. Events occur only once as a result of something a lead or agent does. For this reason, completing a step or a track is the ideal place for a trigger to send an email with a congratulatory email or details on what to do next. At the same time, a note can be placed in the lead history and notification sent to an agent. All three actions can occur in response to a single close event using one trigger.
When a Lead or agent fails to complete a step within a specified time and a reminder is needed.
When something is not done, there is obviously no event taking place that can trigger an action. In this situation we use an automation which is a time based action. Automations continually check for a set of conditions and if there is a match the automation will perform an action. For example. If we open a video for a lead to watch we can set an automation that says “in 72 hours if the video is not watched, perform an action.” In this situation, the automation will check periodically until the conditions are matched. After 72 hours if the video step is not closed the automation can send an email reminder to the lead, add a note to the chart or put an alert for the agent to call the lead and see if there is a problem.
Another popular use of automations is to follow up if a lead cannot be reached. Imagine you receive a lead contact. After several attempts you have still not reached the lead by telephone. Using automations, after 48 hours Influx can check to see if the contact by phone step is completed. If not a short reminder email can be sent. 7 days after that another useful email can be sent. Automations can be scheduled to send these drip campaigns at specified intervals for months into the future. The goal of these drip campaigns is to keep your practice top of mind for the lead when they are ready to commit.
There are almost unlimited opportunities to use triggers and automations to reduce your work load. We will talk more about additional suggestions in future lessons and how to avoid overdoing annoying leads with excessive automation.