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Workflow Workflow Presentation Transcript

  • Analytics Support Policies and procedures © 2013 Regalix Inc. Confidential. All rights reserved 1
  • Contents  Introduction  Lead Status and procedures  Telephone Etiquette  E-mail Etiquette © 2013 Regalix Inc. Confidential. All rights reserved 2
  • Introduction © 2013 Regalix Inc. Confidential. All rights reserved 3  In this module we would discuss the various procedures of how and when to connect with an advertiser for example what do I do when a lead is assigned to me.  Also we would understand the various lead status on sales force and the actions required on them.
  • Lead Status and procedures © 2013 Regalix Inc. Confidential. All rights reserved 4 Lead Status:  In Queue: Any lead when assigned to an implementation consultant would first be in this status. • Attempting Contact: When an implementation consultant makes his first attempt to contact an advertiser/web master. • In Progress: When an implementation consultant has spoken to the advertiser/web master about the purpose of the call. • Implemented: When the assigned task on the lead is completed and Verified. • Dead: No response on the lead or no actions can be taken.
  • Lead Status and procedures • In Queue: As discussed earlier this is the status a lead would be in when a lead is assigned to an implementation consultant below are the policies and procedures that need to be followed during this course. - All leads in this status have to be called the same day as long as there is no appointment date and time mentioned. 5 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures • Attempting Contact: This is a status when an implementation consultant attempts to reach the advertiser/webmaster however fails to establish contact. Eg: Voice mail. This status has a three Sub-Status: • AC – Voicemail (If we reach the Voicemail) • AC – Gatekeeper (If we reach the Reception) • AC – No Answer (If there was no answer on the phone) 6 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures • In Progress: A lead would be in this status when an implementation consultant has established contact with the advertiser/webmaster and mentioned the purpose of call for Eg: Implementation of the conversion Tracking code. This status has a three Sub-Status: • IP-Advertiser delay: This sub-status is used when the instructions are sent to the advertiser/web master and he needs to time to have this implemented. • IP-Regalix delay: This sub-status is used when we need time to create instruction for implementation (Technical difficulties). • IP-Google delay: This sub-status is used when there is no response from the Google representative for the details asked for. 7 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures • Implemented: Once the advertiser/webmaster has implemented the code on the website post verification the status can be changed to Implemented. Eg: once the advertiser has set up Google analytics we need to verify the same using Google Tag assistant. Below is a screen shot for the same. 8 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures Also another way of viewing the code is by going to the source of the web page • Right click on the web page • click on view page source and search using the values on the code snippet 9 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures • Dead: A lead is considered dead in two situations: 1. When an implementation consultant reaches the advertiser/webmaster and they mention that they are not interested in installing the code. 2. when it is technically not feasible to have the implementation done. This status has two sub-status; • Not Interested • Technically unfeasible 10 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures • Procedure: Once a lead is assigned to you the lead will be In Queue status. 1. The first step is to is to understand the type of installation or support and update the same on sales force. Below mentioned is the list of Installations; - Conversion Code - Re-marketing Code - Analytics Code - Analytics Support >Cross Domain Tracking >Event Tracking Setup >Goal Setup >E-commerce Analytics Setup >Sub Domain Tracking Setup >Youtube – Analytics linking Setup >Adwords to Analytics Linking Setup - Mobile Support >Enable Mobile Redirects >Adwords Click to Call Conversion Tracking >Enabling Google Analytics 11 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures 2. Analyze the website: - Check if the website is an E-commerce or lead generation website - Check the platform used to build the build the website and update the platform in Sales force. 12 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures - Check if the advertiser is using a third party software to track traffic, conversions etc. and update the same in the third party software field on Sales force. Use relevant tools to check the platform and third party software: 13 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures 3. Check if the lead has an appointment - If yes then ensure that we adhere to the timeline and call the advertiser or webmaster at the requested time. - If no then the first attempt to reach the advertiser or webmaster has to be made the same day. Note: If the advertiser is unavailable at the time of the appointment an e-mail needs to be sent to the Google representative about the same. 14 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures 4. Before you call the advertiser ensure that you have the instructions ready - The Tech resource will create the instructions based on the scenario, Fill the details on the link mentioned below and the instructions will be sent in the next hour to 24 hours based on the technicalities https://docs.google.com/a/regalix- inc.com/spreadsheet/viewform?fromEmail=true&formkey=dDlPYkxkc080V2R1U2thZUUwRzhBLVE6MQ Below is a screen shot of the form: 15 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures • Once all the details are updated on sales force and the instructions are ready we can contact the advertiser. The ideal transition of a lead from In Queue to Implemented has to be completed the same day however due to various complication it is difficult to achieve the same. DAY-1: First attempt to contact the advertiser has to be established the same day when the lead is assigned to you and if you are unable to reach the right contact ensure that you leave a message with the gate keeper or on the advertiser’s voicemail. Note: only Two voice mails can be left in five working days If the contact is established we need to ensure that the instructions are sent to the advertiser while on the call and we need to try and have implementation done the same day or on the same call. Note: Post implementation an e-mail needs to be sent to the Google representative about the same. 16 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures Example: Mobile Redirect 17 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures Example 2: Google Analytics 18 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures If we are unable to establish contact on day - 1 an e-mail needs to be sent to the primary contact mentioning the reason for call. Example: Hi Elise, My name is Saif, and I am on the Tag Implementation team supported by Google. Earlier this week you called Google AdWords Support and spoke with Mona Weng regarding your Conversion Code. I am sorry you are having difficulties with this setup; I would love to help you get it installed correctly. I just gave you a call, but unfortunately I got your voicemail. Please let me know a good time that works best for you to go over the details. I assure you the entire process will be short and will prove beneficial. I am looking forward to speaking with you soon Thanks & Regards Syed Saifullah Implementation Consultant, support by Google Inc. 1800-993-3483 19 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures DAY-2: We will make another attempt to reach the advertiser however ; If we reach the advertiser we need to ensure that the implementation has to be done the same day. Note: only Two voice mails can be left in five working days If we are unable to establish contact with the advertiser an e-mail with the instructions needs to be sent to the advertiser. Example: Hi ______, Please allow me to introduce myself, I am ______ from Regalix. We have been contracted by Google to help you implement Type of installation (desired action on the website eg: Appointments, signups) Your Google representative Google Rep’s Name was certain that we could help you with getting the tracking codes setup on your website. I left you a message yesterday since I was unable to reach you and I have also attached the instructions for implementation Kindly let me know a good time that works best for you to go over the details. I look forward to your response Best regards, Your name | Implementation Consultant | Regalix Inc. Your no# | Direct 2275 E. Bayshore Road, Suite 103, Palo Alto, CA 94303 USA Your E-Mail| www.regalix.com | 1800-993-3483 Post the instructions are sent we will not contact the advertiser for three working days. 20 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures DAY-6: This will be our third attempt to reach the advertiser; If we are able to establish contact advise that the instructions for implementation have been sent to him via e-mail. Also confirm if the e-mail address on record is accurate. If we were unable to establish contact an e-mail needs to be sent to the Google representative advising about the attempts made to reach the advertiser. Example: Hi Julianne, Please be advised that we have made multiple attempts to contact John Warren from 2 Better Golf (Customer ID:748-051-1965)to help them install the conversion tracking code. However there has been no response from the advertiser. please advise the next course of action. Appreciate your assistance. Thanks, Syed Saifullah Implementation Consultant | Regalix Inc. 2275 E. Bayshore Road, Suite 103, Palo Alto, CA 94303 USA ssaifullah@regalix-inc.com | www.regalix.com | 1800-993-3483 - Based on the response received from the Google representative the next action will be taken - If there is no response from the Google representative within two working days a follow up e-mail has to be sent. 21 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures • Delays: There are three types of delays which occur when a lead is in progress status 1. Advertiser Delay 2. Regalix Delay 3. Google Delay Advertiser Delay: This sub status is used when the advertiser fails to install the code on the call. During these situations we would first try to get a timeline for installation, analyze The reason for delay. Eg: is the advertiser busy, is the web master unavailable etc. If there is no timeline provided the default turn around time will be two working days. Regalix Delay: This sub-status is used when we need time to create instruction for implementation. Eg: If the advertiser does not have a thank you page, If the advertiser uses a complicated content management system, etc. In these situations we need to ensure that advertiser is informed about the delay and also provide a timeline for the same. 22 © 2013 Regalix Inc. Confidential. All rights reserved
  • Lead Status and procedures Google Delay: This sub-status is used when there is no response from the Google representative for the details asked for. Example: Incorrect contact details, etc. An e-mail needs to be sent to the Google representative about the issue, Post which if we do not receive a response in 48 hours a follow up e-mail must be sent requesting the same. Example: Hi Morgan, Please be informed that the Phone no. provided for the advertiser CPAPMaskDeals.com (Oscar Ott) with CID : 253- 884-4803 is incorrect. Please provide us with the correct Phone no. As this is delaying the process of implementation . Best Regards, Joshua Stanislaus | Implementation Consultant | Regalix Inc.| Toll free | 1-800-993-3483 | 2275 E. Bayshore Road, Suite 103, Palo Alto, CA 94303 USA. Email | jajay@regalix-inc.com | www.regalix.com | 23 © 2013 Regalix Inc. Confidential. All rights reserved
  • 24 © 2013 Regalix Inc. Confidential. All rights reserved 1 In Queue Inbound Outbound Appointment scheduled? Yes No Research & call when scheduled Call Post research Advertiser reached? Yes No Provide instructions to implement the code while on call Leave voice mail and also send an e-mail about the reason for call (Inform the Google Rep ) Check the reason for call Create a lead on sales force Code Installed? Yes Verify if the code has been installed correctly Update lead as Implemented No Appendix A Inbound/Outbound
  • 25 2 Appendix ACode not installed Advertiser delay Regalix delay Google delay Webmaster Busy/ advertiser busy Request for an appointment to be scheduled? Yes No Outbound Inbound Investigating a new platform to create instructions Awaiting contact details from Google representative © 2013 Regalix Inc. Confidential. All rights reserved
  • 26 1 In Queue Advertiser reached? Yes No Voicemail left Case study-1 Outbound Advertiser busy? E-mail sent with detailed instructions Outbound Day 1 NoYes Schedule an Appointment Outbound Day 2 Installation completed? Yes No Verify installation Update lead as Implemented Day 3 Outbound © 2013 Regalix Inc. Confidential. All rights reserved
  • Telephone Etiquette  Introduction  Outbound calls  Inbound calls 27 © 2013 Regalix Inc. Confidential. All rights reserved
  • Telephone Etiquette Introduction An individual needs to follow a set of rules and regulations while interacting with the other person over the phone. These are often called as telephone etiquettes. It is important to follow the basic telephone etiquettes as our voice plays a very important role in creating an impression of our personality, education, family background as well as the nature of job we are engaged in. The person giving the information is called the sender and the second party is the recipient. Presenting a professional image, both in person and on the telephone, is very important in the Office Skills profession. Taking care of your customers over the telephone and making them feel well informed and appreciated is essential. Whether you are the front office receptionist or an executive secretary. 28 © 2013 Regalix Inc. Confidential. All rights reserved
  • Telephone Etiquette Outbound call: 1.Always identify yourself properly. When calling a client or customer, whether in person or when leaving a message, always identify yourself properly by providing your name, company name and contact telephone number. For example, "Good afternoon Mr. Brown, this is John from Regalix" Always be aware of confidential information when leaving messages. Also, be aware of people around you while talking on the phone. Be discreet! Someone next to you might overhear confidential information that could negatively affect your business. 2. Avoid leaving long winded messages. Remember, someone has to listen to your message, write it down and then act upon it. Your message may be just one of many messages that need to be handled. It is often a good habit to write down or type out your message in advance. Keep it brief and to the point. Attached are the scripts used during an outbound call 29 © 2013 Regalix Inc. Confidential. All rights reserved
  • Telephone Etiquette Incoming call: 1. Speak clearly. A picture paints a thousand words but the caller on the other end of the phone can only hear you. They cannot see your face or body language. Therefore, taking the time to speak clearly, slowly and in a cheerful, professional voice is very important. 2. Use your normal tone of voice when answering a call. If you have a tendency to speak loud or shout, avoid doing so on the telephone. 3. Do not eat or drink while you are on telephone. Only eat or drink during your coffee break or lunch break. 4. Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when speaking. Never use swear words. 5. Listen to the Caller and what they have to say. The ability to listen is a problem in general but it is very important to listen to what the caller has to say. It is always a good habit to repeat the information back to the client when you are taking a message. Verify that you have heard and transcribed the message accurately. 30 © 2013 Regalix Inc. Confidential. All rights reserved
  • Telephone Etiquette 6. Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then refer them to the appropriate resource. Never snap back or act rude to the caller. 7. Always ask if you can put the caller on hold. If you are responsible for answering multiple calls at once, always ask the caller politely if you may put them on hold. Remember that the caller could have already waited several minutes before getting connected to you and may not take lightly to being put on hold. Never leave the person on hold for more than a few seconds or they may become upset and hang up. 8. Always focus on the call. Try not to get distracted by people around you. If someone tries to interrupt you while you are on a call, politely remind them that you are on a customer call and that you will be with them as soon as you are Finished Attached are the scripts used during an inbound call 31 © 2013 Regalix Inc. Confidential. All rights reserved
  • E-mail Etiquette  Introduction  Tips to avoid errors 32 © 2013 Regalix Inc. Confidential. All rights reserved
  • E-mail Etiquette Introduction Electronic mail, commonly referred to as email or e-mail, is a method of exchanging digital messages from an author to one or more recipients. In this module we will go through the various common errors which are made while composing an e-mail and also tips to avoid these errors. 33 © 2013 Regalix Inc. Confidential. All rights reserved
  • E-mail Etiquette Ten tips to avoid errors while writing e-mails: • Read before sending and fix your mistakes Every time you send a message with errors in spelling, punctuation, or grammar you are letting people know that you do not care about the quality of your work or the reputation of your organization. • Ignore the mistakes of others It is petty to criticize mistakes such as incorrect spelling. It can cause an embarrassing situation and/or invite nasty reprisals. Fix the errors before replying or sending the e-mail on to others. 34 © 2013 Regalix Inc. Confidential. All rights reserved
  • E-mail Etiquette • Do not e-mail when angry or upset Take ten and breathe. Remember, perception is subjective. What you perceive may not be what the sender intended. Calm down before responding to a message that offends you. What you send cannot be taken pack, so wait and then be polite. Avoid accusations and using abusive language. Words such as: please, sorry, and thank you project a positive and productive image. • Expect your message to go public Private e-mail is an oxymoron. It’s like saying one is a little bit pregnant; it does not happen. Security administrators have access to it, and recipients might send it to others. Keep that in mind when you are writing. Pretend that every e-mail is a memo that might be posted on a bulletin board in the hall of your organization. 35 © 2013 Regalix Inc. Confidential. All rights reserved
  • E-mail Etiquette • Send request in time When it is necessary to request help or support, or introduce a problem, do not wait until the last minute. Last minute messages frustrate and alienate people. E-mail can take minutes or hours to arrive, so plan ahead.. • Respond immediately or make a note to respond soon Respond to e-mail as you should to phone messages. If you need time to think about your response or time to gather information, let the sender know that you will get back to them. 36 © 2013 Regalix Inc. Confidential. All rights reserved
  • E-mail Etiquette • Write a good subject line. Let the receiver know what to expect. A good subject line flags interest, and it makes it easier to find days later. The subject line is the true reason you are sending the e-mail. • Type like you would write a letter. E-mails can be difficult to read. Use short paragraphs and always put blank lines between paragraphs. Avoid all capital letters [SHOUT], emotional icons [ :) ], unique abbreviations [lol], and excessive punctuation [!!!!]. Yes, I am guilty here too. Attached are the E-mail templates used to communicate with the advertiser 37 © 2013 Regalix Inc. Confidential. All rights reserved