When it comes to closing sales, information is power. Lead Center delivers that power by putting every conversation into context.
Whenever agents interact with a customer or prospect, they see an interaction timeline detailing each instance in which that person interacted with your business. They also see all the notes and tags recorded by team members during previous interactions.
Lead Center drives smarter conversations by providing real-time visibility into every communication touchpoint a customer has had with your business — beginning with the marketing source or keyword that drove the lead to your business.
You’ve gotten started in Lead Center already. How can your team view the customer journey in real-time? Here are some tips to get your team working from one centralized interaction inbox and create truly seamless customer experiences:
Get the details you need in a glance
The complete interaction record of anyone who engages with your business is automatically pulled up when they call or text — giving you a quick rundown of the person’s background before entering into the conversation. Plus, you’ll be able to see the agent the customer most recently interacted with for reference before or during the call.
Get visibility into the customer journey
In addition to the customer interaction timeline, Lead Center keeps track of the full customer journey — from the initial marketing source or search term they interacted with to the most recent landing page they visited before reaching out to your business, and every interaction in between. By understanding the journey that preceded the call or text, you can tailor each conversation to suit the individual.
Train your team to classify transactions
You can add the qualification status, tags, and notes for each interaction. Train your team to use these in order to give you a comprehensive view of their relationship to your business. Agents can pick up the conversation where it was left off, rather than wasting time asking the customer to recount important details. You can also assign a monetary value to sales leads, so you can estimate the potential pipeline of business. Learn more about classifying interactions in Lead Center.
“We do a really good job at keeping notes on our calls, so if a customer reaches a different team member the second or third time they call in, we don't miss a beat. We're able to just pick up and go without a long, laborious process of pulling up the customer’s file, looking at a coworker’s sticky notes, and so on.” - Chris Berg, Owner of Screen Medic. Read the case study.
Utilize call flows
Call flows allow you to tailor your customer call experience. Our Call Flow Builder can offer different routing options for customers who come from different sources, who are looking for specific departments or teams, and who call at different times of day, or even from different locations. You can automatically assign tags to interactions (like “repeat caller” or “sales call”) within call flows, too, saving your team’s time and giving them a point of reference. Learn more.
Seamlessly capture lead data and call recordings
Lead Center automatically creates a detailed record every time your business interacts with a customer or prospect, inbound or outbound. Additionally, you can choose to save an audio recording of each call, or set your system to record every inbound and outbound call by default. If your whole team uses Lead Center, you can refer back to other agents’ interactions by listening to the call, or you can use call recordings for training purposes.
Download the mobile app
In the Lead Center mobile app, your team can take and make calls and texts from their phone. When they use the app, their interactions go to the Lead Center inbox. Plus, they will have access to customer details on the go, as well! Learn more.
By channeling your customer interactions into a single inbox, empowering your team to handle business from anywhere, and giving detailed context to every conversation, Lead Center gives you the power to take control of your communications.
