Whether you manage a team of two or twenty, you’ll want to keep these tips top of mind when you’re utilizing team members to manage leads.
A well-oiled machine begins with proper training.
Ensure that each team member who is handling your leads knows their role and the expectations of them. Don’t assume that team members feel comfortable right away in a new Conversation Software (like Bonzo). Instead, set them up for success by creating training for them to participate in. Maybe you host the training yourself or you utilize a customer support team to take over. Either way, you’ll be glad that you took the time to get your team up to speed.
At Bonzo, we recommend setting up a personalized training session with a Happiness Advisor. The Happiness Advisor will show your team the ins and outs of the platform and make sure no feature goes unknown.
Implement a system.
Creating a flow for your incoming leads will give you the peace of mind that they are taken care of. Consider starting with assigning team members to leads based on their skill set or knowledge. For example, if one team member is fantastic with converting cold leads, send the leads their way! If another team member has a knack for working with brand new clients, assign them over. Rest assured that as the Team Lead you’ll have full access to these conversations so you can provide constructive feedback to your team.
Once the leads are assigned, ensure that your team knows how to follow up with leads that respond. Consider using Bonzo’s Quick Replies feature to not only make follow-up time-efficient but also consistent across the board.
Each outgoing message should be personalized to the team member who it’s coming from. Make sure you cross your T’s and dot your I’s in this step. Set up customized email signatures, senders, names used in sequences, and even custom videos.
Pro tip: Have your team create videos introducing themselves and plug those videos into the first day of outreach for new clients.
Follow-up and listen.
Once your team members have spent some time creating conversations, check-in with them to see how it’s going. Celebrate big and small wins, and see if there are any pain points in the current flow. Let your team members tell you what’s working and what isn’t. Remember, you can always ask for custom build-outs for your team.
At Bonzo, the sky is the limit. Conversation Software should be built for teams, so let us know what your team needs to be successful.