Speaker A and Liza Martinson walk through how to set up automated follow-up messages in Volley that actually feel personal. They show how to customize timing and content so your sales team spends less time on repetitive outreach and more time closing deals.
Hello everyone. Welcome back to another Volley rally today, joined by Liza once again she has another tip for you sales bdcs and she wants to share some best practices relating to some of your follow ups. So Liza, thanks for taking the time to walk through this with us.
You bet. Happy to be here.
Well, those of you if you don't know Liza personally, if you haven't looked at her calendar, she is back to back calls all throughout the day. So really, really do appreciate you walking through this. With.
My pleasure. Happy to. Yeah, this is, I wanted to jump on today to talk about best practices for utilizing some functionality in Volley. So you hopefully at this point are aware that as part of your cadences, part of your workflows, you are able to automate what we call follow up events. Follow ups are either text messages or emails that can be templated and sent off to your customers as part of your campaign cadence automatically. Zero extra work for your rep. Essentially they make a phone call. You know once that phone call is concluded, they're going to select their disposition. Behind the scenes you have rules set up that trigger follow ups. So those emails or those text messages based on the disposition that the agent selects. Hopefully you came here and you already knew that. You may also know that within the communication center your team has the ability to send off more custom text messages and emails. So they can select from a pre templated message and then make edits to it, or they can type up an email or a text totally from scratch. So what I want to talk today about, what I want to talk about today is how do I know when to do when to do which, when should I do Automated templates? When should I allow my team to customize messages a little bit? I'm going to share my screen so we have something else to look at. And there's two screens that I'm going to bounce between here. The first, if you are a volley expert, you may already recognize that we're inside a campaign. We're on that phone outbound tab and I have my first attempt on this particular campaign. This is my sales lead campaign. I have that first attempt opened up. So I'm looking at my follow ups that are set up on my first attempt. First Pro Tip, your automated follow ups, emails or text messages should not necessarily be the same on every single attempt. If you have an automated text message that goes to your customers when you don't reach them, so say you leave a voicemail, don't send that same message on your first attempt. On your second attempt, on your third attempt, you're going to drive people crazy. They're going to get the same message every time you call. It just doesn't look as genuine. So pro tip number one, make your messages different. You'll hear our team talk about the I think it's the triple touch or the triple on your first attempt. What we mean by that is on your first attempt, use every method that you have access to to try and get your message across to your customer if you don't reach them. So that means if they don't answer the phone call, leave a voicemail. If they don't answer the phone call, send an email. If they don't answer the phone call, send a text message. On that first touch, you may choose to automate that template. You may choose to use a pre pre set up email, a pre set up text message that your agent doesn't need. They don't need to touch it at all. Recommendation. I might be on number two at this point. Pro tip number two for a sales lead, I would actually recommend customizing that first message. Give your team a template to start from, but allow them to customize it. Talk specifically about the vehicle that they're interested in. If they had a question that they submitted in their inquiry, answer the question in the text message in the voicemail. Customize that a little bit. Here's how I would do that if I were you. We support message templates in Volley. So these are pre formatted texts. But rather than going out automatically without the rep touching them, these message templates allow the rep to edit before they send. I'm going to show you what that looks like in the communication center. So let's say I called Liza Martinson here. She's a lead. I didn't get her on that first attempt so I left her a voicemail. From here I'm going to send her a custom but a pre templated text message. So I'm going to click into my text messages and I have my shortcuts here. These are those pre formatted messages. I have mine organized into appointment scheduling templates and stopped responding templates. Just to show you. I'm going to select day two, see how it pre populates the message for me. But now before I click send I can come in here and make edits. Hopefully I would do something intelligent rather than just, you know, scribbling with my fingers. But then I can go ahead and send that message off to the customer. So it allows me to customize on that first touch while still doing my triple. Coming back to our automated message. This will be my third and this will be my final pro tip. Pro tip number 3 Automate your appointment follow ups meaning if the rep in their communication schedules an appointment, use templates for those. Have a templated email and a text message because you might as well do both so that there's hopefully no chance that the customer misses it and send that confirmation text message. So I've got an example in here for a text. I include this one on every single attempt. I don't care if it's the sixth time that I attempted this customer. If they set an appointment I want them to receive this text. Mine says hi Liza, we have your appointment confirmed for Tuesday at 10am if you're running late or need to reschedule, please let us know. I can send that to my customers every time. I don't need my rep to touch it. That, that one can be fully automated. So kind of circling back you have the ability to fully automate some of these follow ups but then you also have instances where you can use, you can allow your team to customize those messages before they go to your clients, to your customers. Leverage both. Best utilization is using using both. Long story short, awesome.
Definitely a lot of good value here and I, I love the way that you would group the, the different customized text into a couple different options. I mean there's tons of ways that you know, you could watch this and come up with ways that you could help streamline your agents activities. So Liza, any other closing thoughts here?
Reach out to our team if we can help you. If you say I don't, I've never used a message template or you know I, I don't have a glossary of pre formatted text messages or emails for my team. We do. So reach out to us and we can help get you started.
Awesome. Thanks so much. And for everyone tuning in, definitely reach out to your volley rep if you have any comments or questions and I hope you have a fantastic day.
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