Empower your Customer Service team with automated lead conversion for Customer Service

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um so uh thanks for joining the webinar today we're going to talk about uh marketing Automation and if you have any questions uh just feel free to um ask them in the chat I'll try to monitor that periodically and answer them as they come in uh if they do uh if you raise your hand it probably won't see it so just drop anything that might occur to you in the chat and we will go from there so talk about marketing Automation and this is part of our accelerated growth model which I talk about every time we do these things um and it's really just a series of actions that you can take you know when you're Marketing Online to get the best possible results and there's really three phases to it you want to drive leads you want to maximize conversion and automation is a part of that then you want to optimize result and so as I do these webinars monthly I try to hone in on specific pieces of this to to give more information but why it matters and what you can do and so um this particular topic is going to be a little bit about automation uh and this is all part of the digital dominance method that we teach which is you know it's very competitive online and you know you you can pick and choose but eventually you really want to be getting all these things right because each each little part plays a piece in you being as successful as you can candy and and bringing on new customers and so why should you listen to me I wrote the book uh online marketing for garage door companies we work with dozens of garage door companies uh I run garage door marketers uh I've been and I've been doing this a long time I've owned a digital marketing agency for 13 years near about uh we've been doing this a long time we have a lot of experience across many many many Industries uh and uh we happen to have us some special expertise in garage doors and we like I said we work with a bunch of them every day so we think about you know what are some of the biggest challenges that you run into when it comes to marketing and what we hear most often is there's not enough leads not enough phone calls these sorts of things uh similar to that we'll hear well it's low lead quality okay and you know related you know the lead cost is either too high or the return on investment is low and that can be true that can be true as you're getting started that can be true as efforts are getting dialed in um you know it certainly does and can happen um but sometimes there are other things going on there which maybe can obscure what's actually happening one of them is a lack of of clear tracking uh you may not always be capturing everything that's going on um and you know sometimes there and there's just too many options for doing that a lot of the time but what I want to focus on is you know is it really a problem with leads or is it a problem with unconverted leads there's an extra slide in here that's a duplicate I'm just going to delete that now so are they unconverted leads and so here's the problem and these aren't this isn't from internal data uh this is just very broadly across all Industries um we've seen a pretty high variance with with in uh the garage door space so um I don't want to give specific numbers here because people wonder well this doesn't match what I do so just broadly speaking you know when when people come to your site a minimum 50 to 60% of inbound leads leave unconverted so maybe they called maybe they you know fill out a web form and and a massive number of webforms don't convert now a lot of that can be spam entries you know people offering cleaning services and just goofy things like that or you know selling links or cheap SEO services but a lot of times it is actual um web forms like I this has happened to me numerous times uh just personally I tend I tend to not want to get on the phone if I don't have to so I'll look for a web form or I'll look for a chat and so as I'm looking for local service providers providers I'll typically fill out a web form and rarely do they ever get back to me it blows my mind um you know how much business they're losing by doing that and and we see that uh in the garage door space as well so it's a big problem and the reason this is a problem is because if you think about how you shop this this will resonate as true with you you know leads that are not followed up with within 15 minutes go cold you know people are like Amazon AI if that's a word like they want results now they want delivery now they want an answer now that's just how things are now and so you know if you don't get back to that lead within 15 minutes it often will go cold and typically because they've called someone else who did answer um and not only that but the average customer and this is isn't necessarily for repair stuff but but this is just broadly speaking across All Leads installs all in it's just an average all across the board the average customer must be followed up with five to seven times before booking um this is true and not only that but consumers generally tend to prefer via text message versus phone call or email and I think that's skewed more towards the younger folks the the Millennials and maybe even Zoomers now if they buy houses but you know they're they're less inclined to do phone calls or emails um now I tend to be email uh but I'm older and I know we have customers and people interact with us via text messaging all the time so I know this is true and the solution is you just have to leverage marketing automation to do the followup it's automatic it gets it done and you know you're not one of those who doesn't respond so this is really important in kind of helping you stay in the game for leads when they're reaching out so you want to do what you want to do is leverage that marketing automation to follow up with web forms within the first two minutes via phone email and text now you may not want it to automatically dial for you that's a little bit more advanced and you can do it um but very minimal email and text message if you collect the phone numbers you want to respond right away and you can also automate the follow-ups you know say after you do the quote or you know depends on what software you use to to manage these things but there's always a way to do it to automate the follow-up so that every Prospect is engaged multiple times you know after the quote before they actually sell don't just let them hang out there but you want to reach out and follow up and so um that's basically what you need to do and we'll unpack that a little bit but but that's what's going on here and it's really simple math the impact that this has you know if you get 100 leads and your conversion rate is only 30% and you don't follow up uh then out of those 100 leads you're going to get 30 book jobs if your average ticket is 650 bucks that's $119,500 in Revenue okay but if by following up both on the inbound side and after the quote you can make that conversion rate 70% which is certainly possible uh then you get 70 book jobs out of those same 100 leads and with the same average ticket now you're booking you know $45,500 or a difference of $26,000 so the same leads came in you know they weren't necessarily bad leads you know they weren't necessarily you know overpriced the problem was in your followup and so you know it wasn't the volume it wasn't the quality it was you and your business process and that's not always the case but you know as a business owner you want to evaluate these things and and make sure you do everything you can to maximize every possible opportunity you get and so these kind of things are very important um and it makes every lead more valuable it just does it makes sense if you know if you get the same number of leads but you convert them more every lead is worth more just basic math it has to work out that way so uh you know what are some of your key takeaways so far I think the main one would be you got to do this right you you can't go wrong I mean you could spam people I mean you could go crazy with it but don't do that but you know it it's clearly something you want to be doing so let's talk about three ways that you can do this and increase your conversions um and the first one is you know engage your customers how they want to engage with you uh it seems obvious but not always we don't always make it easy uh for people to connect with us and a really lot of this is about text messages and and I don't really like text messaging with businesses like that's not what text messages are for for me but it's changed and so you know we I know that we do it and a lot of people like to do that that's fine and and statist statistics do show that text messages is far in a way are opened and read and responded to um and consumers are more than five times more likely to send and receive text messages than phone calls so if you are not giving them this opportunity to engage with you that way you're shutting some people out who will find someone who will talk who will talk to them that way so it's something that you want to do and it's something you want to make possible for them second thing is follow quickly and as we talked about you know thing leads go cold within 15 minutes now I'm sure that varies um if you have a strong reputation it can offset that to some degree but you don't want to leave things like that to chance especially when you're paying for leads and you know if you get them right away it's way more effective than calling them 30 minutes later because you know when someone is has decided to take action they're ready to go they're ready to at least find out more and talk to someone and if you don't get to them till half an hour later they may have already talked to two three people and they're like okay whatever I don't I don't I don't need more choices at this point right and so it makes sense you know after five minutes the odds of qualifying a lead Dro by 80% so it's really there's that window of opportunity there where you have got to get them and what you will see what you know what other Studies have shown is that 50% of leads go with a vendor that responds first and you know that kind of makes sense I mean a lot of times people don't take the time to research you know reputations or quality of work they just want to done you know all companies that provide services are the same until they are unhappy with it and then you know they'll tell everybody about it but you know there there really is an advantage to being the first one in to answer and so you want to be fast about this okay and then the third thing is leverage Automation and that's what we were talking about is you know use tools that exist to do these things okay and the ideal outcome is that every lead gets an email and a and a text within 30 seconds of submitting that form or whatever and a call from someone at your company within five minutes and so you can set up automations to do this which is you know the automations can handle the email and the SMS right away those are just happen automatically but then you get an email or you get a text message or your salesperson or whoever it is gets that notification right away like hey call this person right now all right so so you've got an entire process automated here where the customer is handled directly and you or your salesperson is notified get on this lead right away okay so that's one you get that set up you're going to have much better success and number two once you've presented to them your solution whatever you're whatever you're talking about whatever you're offering service whatever follow up check in on them don't be annoying but don't let it go till they tell you they they're not going to do it and sometimes they'll ghost you I mean that happens all the time but have this as a practice and you're going to increase your conversion rates you see a time and time again and so this is an example of just sort of like an automated workflow here I'm not going to go through all of this uh but just to give you an idea you really can set up pretty um complicated things and you can test different things and um you know this is the sort of thing where you know C we do this and you know we'll hear some people say you send to many emails and we other people say man I'm glad you sent that email or I would have forgotten about the call so you know you're going to get mixed results from it but ultimately you want to look at you know what are your metrics do people show up making a change does it improve that and you know you just want to kind of Tinker with it to get the best possible results there isn't really one clear right way to do it other than make sure you're doing it and not leaving it to chance and so you know if you followed up with all your leads in that way would you convert more of them and and if you're not doing so the answer is undoubtedly yes and you know you can look at an example here's another one of you know say there's you know 400 leads you're converting 40% uh you know that's you can do the math here um but if you go through and you increase your conversion rent to 65 conversion rate rather to 65% on the same number of leads same average ticket uh you know you increase your Revenue by $104,000 here so you know this is one of those things where you know once you set it up it just keeps going back to the bottom line month over month over month and it makes everything cheaper it makes your leads look better uh makes your business look better and uh there's really no possible downsides to doing this it's extremely important to do and uh you it's one of those things you'll never be sorry that you did it and you may it can be hard to measure the impact mean unless you're tracking things really well ahead of time and you make the change like oh my gosh look at the change but it's one of those things where when you do it and and you see it work you know it was a smart thing to do so how do you implement this in your business and and there's lots of ways um you know there's a number of tools that do this um you know we'll we'll talk about that you know I'm sure service Titan has things that that do this um I don't know I we don't obviously use it because we don't we don't do that but you know it's one that I know has some pretty Advanced and neat capabilities I don't know about House Pro if it has that or not um but these are things that you don't need to buy necessarily expensive things to do there there's tons of tools out there that that handle individual pieces of this and so you know the basic picture is either running Google ads or doing SEO or whatever is bringing people to your site they get to your site and they complete a form and that form when they complete it takes to a thank you page that give them some information and it kicks off these automations and you know that's basically whatever platform you use that's basically how you set it up okay and so you know you can have get a quote buttons you can have these forms and these forms are the key to kicking these off okay and these are just examples of forms I don't know don't know why we have multiple of these in here but that that's what it is and so the idea is so the customer lead comes in they you know they submit the form and then bam they get a text they also get an email and then based on the customer's replies or lack thereof you know there's further follow-ups so you know a customer says yes they can get a certain message you know customer says no um they'll get a different message you know so you can depending on the software you're using you can tune the response to how the customer responds or if they don't respond you can send them a another message after waiting a certain amount of time there's tons and tons of different ways you can do this and this is where you can kind of adjust it to the way that you like and the way that you want to see it it working um you can also you know if you have it set up you can you know or if it works for your business flow how you do this you can also give them direct access to a calendar to schedule their call and that's of course what we do if you've done a call with us um you know we we capture some information we give you a calendar a to book and if you don't book you know we chase you a little bit to say hey don't forget to book your call once you book The call there's another form that collects a little more information that will help us give you a better presentation you know more customized to you about your competitors and things like that and so if you don't complete that form right away then we send you another like hey you know you got to complete this form you know it's going to give you a better call I don't remember what it says but you know make sure to fill this out so that we can make sure to give you the best most relevant possible presentation so these are all automations right these are all follow-ups and you know it's all designed to just kind of make sure not only that when you book a call with us that you show up but that you know your time is not wasted that we can really give you the most relevant possible presentation for your Market because you told us the information we need to make that for you okay so there's lots of different ways you can do this but that that's how we do it and you can adjust that to do the things that you need also so um and here's just an example too you know so you you submit the form and now as far as the company goes you get these notifications too so you know here's an example of a push notification if your software supports it and an email and so the software that we use supports both and so you know if you're a salesperson or your Booker or whatever whoever's doing it is sitting there at their computer and this lead comes in they're going to get a push notification email that says hey you need to take action on this right away okay so not only has the customer been notified or you know the prospective customer has been notified but the responsible person at your company has been notified that there's an action they need to take right away okay and so all this happens automatically and so people are able to focus on the next steps what needs to happen to to make these things move forward and again you can make all kind of of crazy chains here and you can see you know this kind of links everything I just showed together so you've got you know the form fill on the front end this kicks off a text and email to the customer it also sets off a push notification and email to the person at your company who handles this there's another followup after that and you know here's the scheduling thing it's all one big sequence which just kind of flows people down the process to showing up for what they need and you make sure that you're handling your side of the business too and delivering them what they need and so it's really really powerful and this is the kind of thing that you know if you don't have in place you're working way harder than you need to be to chase down leads and uh you know you're just less effective than you can or should be um you know you you you shouldn't have to get to everybody manually because they'll also wonder if if it even went through and they'll just move on to somebody else so there's something very powerful about you know they opt into you you know they reach out for information and Bam you hit them right away we got you you know someone's going to call you within five minutes here's your information you know we're going to call you this number however you know you can capture those things and be like hey this is what we're going to do any questions respond this email we got you so you know these are great systems they really have a strong effect and uh you know it's it's really important to do that and this goes for all of your you know all of your sources of leads you know maybe not home advisor I mean Home Advisor thumb te are a little different and how they handle things but anything that's driving traffic to your website or your phones you want to have this kind of stuff set up because it's just going to do do a great job for you and so remember you know if you don't follow up within those leads to with to those leads within 15 minutes they're going to go cold on you and you can just have something that does it automatically so leads will never go cold you will always get them they'll always hear from you you'll always be in the game so it's a no-brainer right and you know a followup within five minutes is 20 time 21 times more effective than calling after 30 minutes so don't let it go and I understand you know if if you're on the if you're doing the jobs if you're installing the doors if you're taking the calls it's not always feasible to do that right away and that therefore it's even more important that you have those automations in place to get them taken care of right when they reach out and then you call them when you can and you can even say Hey you know look I'm might be I might be working on a project right now but I'm going to call you back as soon as I can and then you do and the people understand that unless they're just you know unreasonable then you probably don't want them as your customers anyway and 50% of leads go with a vendor that response first you'd be amazed how many people don't do this stuff vast majority vast vast vast majority be the guys that do this in your Market you'll see that you'll see the you'll see the results and get the text messaging done you know and it can be hard I don't want I don't want to give people my personal phone number I don't want to talk to customer I mean I love you guys I don't want to talk to you on my private phone I don't want you to text me 11: PM you know just you know that's not what I do here and um so you don't have to do it on your personal phone you know there's there's different ways you can do this and and we'll talk about that a little bit so ask yourself like will this make you more money yes there's no doubt unless you're already doing this the answer is 1,00% yes there's no doubt about it will it help you convert more of your leads and grow your business yes it just it it's one of those things that can't fail you don't want to say that you don't be like well okay but really it can't I mean people are fickle and they're impatient and you just got to you know you're not going to that's not going to change you can't get around it or avoid it so just work with it and make it work for you and that's leveraging marketing automation to fill that need okay and remember it translates right into the bottom line This is not this doesn't increase your lead cost you've already spent this money for these leads you know unless you don't have the software there's no additional monthly cost it doesn't cost you a dime you know for more leads but it directly translates into more business absolutely no-brainer so I want you to consider that maybe you don't have a lead problem you have a conversion problem and really it's easily solved so we have a way of solving it Revenue commander and so this is software that we use we this is everything that we do is built on this so when you you sign up for a call from us you're in Revenue Commander when you contact us via email via text message you're in Revenue commander and it all flows through there all the automations all the emails for this webinar everything flows through there for us that's how we do this that's how we you know that's what we do that's how my team runs it everything I'm talking about here is what we do and it's made a noticeable difference for us and it will do the same for you and not only that Revenue Commander itself it doesn't just do marketing automation it does a ton of stuff I mean you depending on what you're paying for it can replace $ thousand doll in monthly software charges it can be your CRM it can do your sales funnels you can put your website in there does surveys and forms call tracking all kinds of stuff it's it's amazing software and you can get started with it now for 97 bucks month it does everything you need you know it's not service Titan it's not house call Pro it it's not a job scheduler doesn't do that but from a marketing and a customer management standpoint it's amazing software we use it and we keep building additional functionality into the snapshots that we deployed for our customers to make things better for them we for our customers we put their forms on it we start setting up sequences on it that you can run your email marketing through it you can do all kinds of stuff it's great and so if you need help haven't seen a lot of questions today which is totally fine um drop one now if you got it otherwise I always want to invite you uh to experience this for yourself if you haven't already go to garag marketer.com applynow fill out the form it's going to kick off a revenue Commander marketing automation sequence it's going to wait to see if you fill out the calendar if you don't it's going to bug you if you fill out the calendar it's going to wait to see if you fill out the form if you don't fill out the form it's gonna bug you until you do and then it's GNA cha it's gonna follow you I I won't say Chase but it's going to follow you it's going to remind you hey you got a call coming up don't miss it okay and it works I mean it's improved our show rates it's annoyed some people tick some people off and they don't show up okay fine if if you're going to be that upset about emails like go ahead you know if you don't like marketing that works be my guest and figure it out for yourself I'm okay with that um and if you don't want to do that if you don't want to do the forms just give us a call uh you can call us at this number uh unless Jason's busy he'll answer and uh love to talk to you