Video update from Mike Andes (founder & CEO, CoPilot CRM) describing recent customer-portal improvements focused on invoicing, payments, and tipping. Key changes: revamped UI for invoices/payments, faster mobile-optimized flows using Stripe integrations, easier card-on-file updates, and guided tipping (preset percentages and custom amounts). Future work mentioned includes tip reporting per employee and navigation refinements.
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Hey everyone, it's Mike Andes, founder and CEO here at CoPilot CRM with some updates about the customer portal and some recent updates that we've made around the invoices, payments and tipping side of the customer portal. Now, a few months ago we made some big changes to the customer portal on the estimate side and we figured that was the highest leverage and most impact to everyone's businesses because it increased close rate, increased the number of customers decided they were accepting estimates, and we made changes to making sure that it was easy for customers to request changes to an estimate, accept the estimate as well as once they decline an estimate, know exactly the reason why they decline that estimate. By doing that, we were able to dramatically impact the close rate across all of Copilot. Many users were reporting almost a doubling of their close rate after we made those changes and guided customers towards the happy ending of and accepting an estimate. Now, the same logic and intention that we put towards estimates is now what we put towards invoicing and as collecting the payment, we want them to accept the estimate, we also want them to actually pay. And so the design, the user interface has been completely revamped and more importantly, the entire customer portal, both the payments page, the dashboard, the invoice list, all of these pages have been made much more intuitive, faster to load, as well as much easier for customers to put their payment information on file. Using Stripe's latest integrations and APIs. This is going to allow you to add or update credit cards on file much faster, much easier, as well as allow customers to leave tips in a much more guided and seamless way. We believe this is going to have a massive impact on the amount of tips that are being left on your invoices. We've optimized the entire invoicing, tipping as well as payment side of the customer portal for mobile devices. Knowing that almost 80% of transactions are going to be seen on a mobile device. This allows customers to be able Quickly leave a 10, 15, 15 or 20% tip or customize their tip completely to their liking. Now, with the most recent legislation that's passed in the United States around no tax on tips, we're going to be making sure that in the future we have very clear reporting as to which employees the tips are assigned to based upon the invoices and the jobs that are on those invoices, so that it's very easy to know who got the tip and where that can be assigned on the team. Also in the future we're going to be refining the navigation and the last few pages of the customer portal. But first we wanted to address estimates and invoices as really the cornerstone of what the customer portal is required to do. Get jobs and get more money and get paid. So we look forward to getting your feedback on the customer portal, the invoices, the payments, the tipping features, and again, thank you for using Copilot.
