Knowledge Base

Overview

Effectively managing inbound responses from different marketing channels is essential to maximizing lead conversion. Below are best practices and recommended actions across SMS, Voice Broadcast, and Direct Mail to ensure your calls are properly handled, logged, and followed up.

SMS Inbound Calls

Step-by-Step Recommendations:

1. Use a Call Menu System

   • Press 1: For callers interested in selling

   • Press 2: For callers not interested

2. Voicemail Handling

   • Both options should direct callers to voicemail (VM).

   • A Virtual Assistant (VA) should monitor all voicemails and log call results in your 8020REI domain.

3. Action Plan Activation

   • Based on the voicemail content, activate the appropriate action plan.

   • A predefined reference sheet can be provided by our team to assist with this step.

4. Missed Calls Handling

   • If someone presses 1 but does not leave a voicemail:

     • Treat this as a missed call.

     • The VA should review missed calls and assign the correct action plan in 8020REI.

   • If a caller presses 2 and does not leave a voicemail:

     • No further action is required.

Voice Broadcast

Types of Responses:

• Option 1: Callers press 1 after hearing the message

  • Route them to voicemail or your callback team.

• Option 2: Missed calls from recipients who didn’t hear the message

  • Use the same call menu system as SMS (Press 1 or 2).

  • Follow the same voicemail handling and VA logging process.

Direct Mail

Setup Instructions:

1. Purchase a dedicated number on your 8020REI domain for Direct Mail.

2. Forward calls to your preferred call tracking platform (e.g., CallRail).

3. Call Routing Flow:

   • Incoming calls should ring to you or your team first.

   • If unanswered, they should be redirected to voicemail.

4. Follow-Up System:

   • A VA should review all missed calls and voicemails.

   • Ensure each response is logged and an appropriate follow-up action plan is assigned.

Summary