Whitepages Pro Signal Deck 5.19.2015
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Kushal Shah, our Senior Product Manager (and king of our APIs), recently presented this deck at the Twilio Signal Conference with Susie Algard, CEO of OfficeSpace.com. In this talk, “Let’s get personal: Optimize inbound calls & drive lead conversions,” you’ll learn how to use phone intelligence to route calls, prioritize leads and spend less time on spam.
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Whitepages Pro Signal Deck 5.19.2015
- 1. Optimize Inbound Calls Kushal Shah @kshah24 Susie Algard @susiealgard May 19, 2015 Visit our Booth
- 2. 2 Whitepages // Confidential 55+ MILLION UNIQUE MONTHLY USERS 30+ MILLION MOBILE APP DOWNLOADS 20+ BILLION CALLS/TEXTS IDENTIFIED 1000+ CORPORATE CUSTOMERS
- 4. 4 Whitepages // Confidential Inbound Calls Explosion 73 42% billion calls YoY growth Source: BIA Kesley Call Analytics study 2014
- 5. 6 Whitepages // Confidential Traditional Call Center Optimization
- 6. 7 Whitepages // Confidential Only 6% of businesses are satisfied. Source: BIA Kesley Call Analytics study 2014
- 11. 12 Whitepages // Confidential How We Connect Email Lead Form Phone Details
- 13. 16 Whitepages // Confidential Inbound Call Scenarios • Hesitant to call back due to incomplete information • Unable to prioritize contacts Missed Call
- 14. 17 Whitepages // Confidential Inbound Call Scenarios • No prospect validation • Difficult to tailor • Can’t take adequate notes Busy Broker
- 16. 20 Whitepages // Confidential Qualifying Customers in Real Time
- 17. 21 Whitepages // Confidential 320% increase in broker response rates 156% increase in annual client volume SIGNIFICANT DECREASE in annual client turnover
- 19. 23 Whitepages // Confidential I’m ready to purchase.
- 20. 24 Whitepages // Confidential Spam and Scams 7% $1.6 of incoming calls are spam billion lost to consumer fraud in 2013 This is the IRS. We regret to inform you that you owe...
- 21. 25 Whitepages // Confidential The Problem Businesses are uniquely vulnerable to spam.
- 22. 26 Whitepages // Confidential The Problem Businesses are uniquely vulnerable to spam. 40% 162% of incoming calls to businesses can be spam YoY increase since January 2014
- 23. 27 Whitepages // Confidential The Solution High-speed spam detection allows for high-speed decisions INCOMING CALLS Phone Reputation
- 24. 28 Whitepages // Confidential The Solution High-speed spam detection allows for high-speed decisions 1 2 3 4 NO SCORE No indications of spam activity LOW SPAM SCORE MEDIUM SPAM SCORE HIGH SPAM SCORE Confirmed spam with 97% confidence Phone Reputation
- 25. 29 Whitepages // Confidential The Solution High-speed spam detection allows for high-speed decisions 1 2 3 4 APPROVE No indications of spam activity LOW SPAM SCORE MEDIUM SPAM SCORE DEPRIORITIZE/BLOCK Confirmed spam with 97% confidence Phone Reputation
- 26. 30 Whitepages // Confidential Data Attributes That Matter • Carrier • Line Type • Prepaid • Do Not Call • Location • Spam Score Phone Intelligence
- 27. 31 Whitepages // Confidential Leveraging Person and Address Data Line Type Do Not Call Prepaid Spam Score Address History Age Range Gender Residential or Commercial Single or Multiple Unit
Editor's Notes
- Add subtitle
- Add Officespace
- Only 6% of businesses say that they are extremely satisfied with their ability to use cell data to enable better customer experience management decisions.
- Thank you Kushal. I’m excited to be here today to share how I integrated Twilio and WP Pro to increase customer retention and revenue.
- Let me start by telling you a little more about OfficeSpace. We’ve been around for 4 years and are working to provide comprehensive search for commercial real estate information. More simply put, OfficeSpace is a company that connects tenants (business owners and business decision makers) to the listing agents (typically brokers) who represent the spaces. We have a database of hundreds of thousands of listings serving over one hundred thousand tenants every month nationwide. From those tenants, we’re making thousands of connections every month.
- We’re helping brokers with their marketing. Our target customers are brokers and Commercial real etsate brokers fit a certain profile. : Constantly on the phone and on the go On tours and visiting clients Switching between desktop and mobile
- Here’s a sample page on the site that prompts interested tenants to connect with the listing agents. We have two options, email or phone. I’ve also shown you the email form so that you can get an idea of how rich the lead is since we can provide a significant amount of valuable data for the brokers. We track all the activity and we know that almost half the inquiries are calls. The emails are pretty clear to the broker why they should follow up? Let’s explore what happens when it’s a call that comes in.
- We can’t control how people choose to communicate with brokers, all are important to us. Some people want to talk to someone immediately, half don’t. When a user fills out an email request, we get complete information. When they call, we’re not sure what happens.
- We can’t control how people choose to communicate with brokers, all are important to us. Some people want to talk to someone immediately, half don’t. When a user fills out an email request, we get complete information. When they call, we’re not sure what happens.
- From launch, we integrated Twilio numbers so that we could give listing agents a prompt that they were receiving a lead from OfficeSpace. So, the brokers gets a recorded message prior to the connection and we even provide the building info. That’s pretty good when a broker picks up the phone. What if they don’t? A show of hands, who here recently has experienced this. You make a phone call for a service, no one answers, and you don’t leave a message? Another show of hands, the same scenario as just mentioned, but you get a call back from the person/company you called and they said, ‘hi, I just missed a call from you’. I think that this has actually happened to me once, and I was super impressed.
- Well, why is that? Well, likley easy answers are ”Don’t know who it is? Don’t know what they want? Don’t want to waste time explaining?” What I hear over and over is that our customers want us to build them better tools to weed out the “tire kickers”. When the call is missed entirely, there are many reasons that they don’t call back. Brokers can receive hundreds of calls daily. It’s difficult to prioritize something where you can’t quantify the value. For the missed calls, they don’t know that it came from us.
- While the broker knows that they’ve just received a lead from us, they don’t know much more. While they are talking, they can look up the person’s information or maybe they agree to speak later, they can get some data before calling back. 100% commission, they care a lot.
- We heard over and over again that brokers wanted us to ‘weed out the tire kickers’. They wanted us to tell them who, out of the 50 missed calls, they should call back first.
- My challenge was to figure out how to round out the incoming lead information. WP Pro brought them the clarity they needed. A name, business name, address – these are big pieces of qualifying a prospect. Remember that slide earlier where I showed how much data we could collect from our email form? I was able to take half my leads that my customers thought had little to no value and make them high value. Brokers know that landlords want to lease space to stable companies who have the financial history that lowers their risk for loss. Providing the building they are interested was a great first step but WP Pro brought us the data on whether or not that tenant calling could lease the space. These calls get moved to the top of the list of calls to return.
- Giving brokers the tools to know more about who was calling them allowed them to go from leaving these kinds of messages, “Hi, this is Susie Algard. I see that I missed a call from you. I don’t know what is was for but please call me back at xxx”. to “Hi Walter, I see that you called about my listing at Scripps Poway Center. We definitely have some spaces available there. It looks like you currently occupy a similar sized space on 5th Ave. And I think it would be pretty comparable. I’d be happy to provide you more details. Please call me back at ….”
- Not surprisingly, we saw meaningful improvements in some of our KPI’s. We could be satisfied that we’ve done our part by simply providing a connection but we all know that unless our customers are closing sales, they will not be returning customers. So, to summarize, providing the WP data made our products more competitive in the marketplace because it helped bring value to half my leads that were lost and solved some of the qualification issues. With that, I’ll pass it back to Kushal and happy to answer any questions at the end.
- Every call center’s greatest fear is that this guy hangs up before he gets to an agent.
- Phone intelligence