Lead Statuses
Identifying Conversica's Lead Statuses
Lead Status indicates the current state of a lead, aiding in identifying when a lead is interested and ready for contact, or when further follow-up is needed after a conversation. These statuses are utilized in reports and Lead Manager views. Additionally, they help organize leads in the Conversica dashboard and can be integrated into the customer’s system.
Understand Conversica's Lead Statuses
Lead Status indicates the current state of a lead, aiding in identifying when a lead is interested and ready for contact, or when further follow-up is needed after a conversation. These statuses are utilized in reports and Lead Manager views. Additionally, they help organize leads in the Conversica dashboard and can be integrated into the customer’s system.
Conversica currently utilizes six lead statuses.
These statuses include:
With an understanding of the six lead statuses provided by Conversica, let's delve into detailed descriptions of each status. Following that, we'll explore examples during user training to illustrate how these statuses can assist in prioritizing and efficiently following up on leads.
Understanding Lead Statuses Lead Status Definitions
Lead Status Descriptions
Ensure that during user training, the client's users understand the meaning of each lead status. The most commonly referred-to lead statuses, such as Hot Lead, Lead to Review, and Further Action, should be a rep's main focus. Here are the descriptions of the lead statuses, with the top three lead statuses highlighted at the top of the table.
Having familiarized ourselves with Conversica's lead statuses, we'll now provide example scenarios that trigger these actionable lead statuses.
Understanding Lead Statuses Lead Status Examples
Lead Status Examples
Review the scenarios that trigger each lead status, and incorporate them into your user training. Providing industry-specific scenarios is highly recommended for a tailored approach. Below are general triggers for each lead status, which can be valuable for understanding the Revenue Digital Assistant's responses.
Hot Lead
- Lead Reply: I would love to hear more about how this solution can help my business.
- Lead Reply: Yes, let’s please set up a call. I would like to learn more.
- Lead Reply: Please have Lilly give me a call at 555 5555555.
Lead to Review
- Lead Reply: I’m having technical issues with my device, can you connect me with your customer support department?
- Lead Reply: Automatic Reply: We will contact you in 2448 hours, if needed please contact name@examplecompany.com.
- Lead Reply: I’m actually not Leia, I don’t know how I ended up in your system.
Further Action
- Lead Reply: After being handed to the Rep as a Hot Lead] What is the final price after the discount is applied?
- Lead Reply: Thank you for following up. No, I have not heard from a representative yet.
- Lead Reply: The rep called me and left a voicemail.
Satisfied
- Lead Reply: Yes, I have been given the information. Thank you for your help.
- Lead Reply: Yes, I spoke with Kathy yesterday.
- Lead Reply: I have a meeting with Todd next week.
Disqualified
- Lead Reply: I was contacted, but I’m not interested in buying.
- Lead Reply: I changed my mind and I’m not interested.
- Lead Reply: We purchased from someone else because your prices were too high.
No Further Action
- Lead Reply: Hey Alexis! How are you and thank you for reaching out Nick has reached out and we are trying to line up a call soon. Thank you for checking in and will be in touch! Cheers.
- Lead Reply: Yes! Thank you for following up.
- Lead Reply: All good, thanks for checking.
Now that users have a clearer grasp of lead statuses and the scenarios that activate them, they are ready to learn about the different conversation stages and statuses. This knowledge will further enhance their ability to navigate lead engagement effectively.
Prioritizing Leads Copy) Using Lead Statuses to Prioritize Leads
Prioritizing Leads
Now that you know how to locate your leads, how do you know which ones to prioritize and contact first?
Conversica uses clear, actionable lead statuses to help you identify which leads to contact and what your course of action is to follow up with the lead. Conversica's Lead Manager lists leads based on their status in the order listed below to help you prioritize and organize your leads. While it is best practice to follow up on leads in the order listed below, this does not mean that one lead status is more important than the other. Give each lead status an equal amount of attention to generate all opportunities in the pipeline.
| Lead Status | Details |
| Hot Lead | Conversica has identified this lead as a lead that has expressed interest in your product. Contact the lead in the Hot Lead window, as this is the best timeframe to convert the lead into a sale. The assistant will follow up to make sure the rep was able to connect. |
|
Further Action Lead at Risk for those with the Automotive Service AI Assistant) |
This lead was previously a hot lead and is still in need of information and/or information provided by the lead is relevant for the representative to know. The lead either responded that they have further questions or that they were not contacted by the representative. If the representative can take action regarding the lead’s needs, Further Action is applied. Review and follow up with these leads to not lose the opportunity. |
| Lead to Review | These are leads that could turn into hot leads. This lead has responded to the assistant with a question or specific request that the assistant couldn't answer. Make contact with these leads so the rep can provide the lead with the information they requested and progress the lead further in the conversation with your team, and possibly into your pipeline. |
| Other Leads | Work other leads that may require follow up. Use Stars to help quickly locate other leads that aren't Hot, Further Action, or to Review that you want to be able to locate later in the dashboard. |
Statuses can be viewed from the Dashboard or Response Alerts. Proceed to the next lessons to learn how to leverage the Dashboard and Response Alerts to prioritize leads.
Leveraging the Dashboard to Prioritize Leads
You can easily prioritize leads by following the intuitive layout of the Overview page on the Dashboard, where leads are automatically organized by lead status. The Overview page is different for users with Rep permissions and those with Manager/Admin permissions. Both layouts are presented below.
Rep View
Leads are sorted into queues based on lead status. Queues are displayed in the order in which they should be prioritized.
1. My Hot Leads
2. My Further Action Leads Leads at Risk)
3. My Leads to Review
4. Other Starred Leads
Manager/Admin View
Leads are displayed in the leads widget. Click on a tab to view all leads with that status. The order of the lead status tabs is based on priority level.
Leveraging Alerts to Prioritize Leads
Conversica offers three methods to send alerts. Each delivery method is available to all users. Click the links below to learn more about each alert method.
|
Alert Method |
Description |
|
|
Individual lead response or general alerts sent via email to the email address in the user's profile. |
|
SMS |
Individual lead response or general alerts sent via text to the mobile number in the user's profile. |
|
Daily Digest |
Daily email summaries listing the prior day's Hot Leads, Leads at Risk, and Leads to Review. |
Of the many alert types that Conversica offers, Lead Status Alerts notify you when the Assistant has assigned a status to a lead, letting you know which leads to contact first.
| Alert Type | Description |
| Hot Lead* | Lead has expressed interest in your product. |
|
Further Action** |
Lead was hot and indicated they were not contacted by the Rep. |
|
Lead to Review* |
Lead response needs to be reviewed by the Rep (e.g., lead has asked a specific question or made a request). |
| Disqualified* | Lead is no longer interested or is the wrong contact. |
* default alerts
** default alert currently used by Automotive Sales Assistant customers
Default Alerts are alert types recommended by Conversica.
These alert types ensure that each user can stay in the loop with their assistant's conversations and lead activity.
New users are automatically set to opt-in for default alerts, unless otherwise configured by your Conversica Manager or Admin.
If you have a Manager or Admin role and would like to learn more about configuring alerts for your users, refer to the Alert Settings article on our Help Center.
Wrap Up
Want to learn more? Check out the additional resources below. Don’t forget, the Conversica Help Center is also here to help.
Alerts:
Help Center Article: Alert Settings
Help Center Article: Configuring SMS Alerts for Users
Help Center Article: Email Alerts Overview
Help Center Article: Your Daily Digest
Lead Statuses & Prioritizing Leads:
Help Center Article: How to Prioritize Leads in Conversica
Help Center Article: Lead Status Definitions
Check out the video below for a quick summary about Conversica Lead statuses!
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