Upload and Share Files Using Promotional URLs

September 7th, 2017IN Blog, live chat use cases by

It is easy to upload and send files using JOLEADO’s uploader located in the document management system.

Uploading files and relating them to a Contact, Project or Task record has significant value to managing your business.  In this video, we outline the different interfaces for uploading files.  We begin with our Docs tab.  When uploading files to Docs, they are not related to a contact, project or task.  This is useful for website or marketing files, for example.

From your Docs tab > click on Add File

There are 2 options:

  • Quick Add – Quick Add is a quick method for adding files under 5-10 MB
  • File Uploader – Uploader is a large file option

The Quick add is a simple browse for your local file and click on submit.

For the uploader, there are 2 steps, first browse your local hard drive for the file you wish to upload, then once staged, click on Upload Now.  This could take some time depending on the size of the file.  Once fully uploaded, a Success window will appear letting you know the file is successfully been added to the server (Remove Files).  Click on Submit 100% Uploaded button or Close [Not Save] to cancel.

The other options are to relate the file to a Contact, Project, Task or Online Case – we use inside JOLEADO a Contact Record to illustrate this interface.

Click Docs > Add Doc

You can add many files under 5-10MB, also Large File Upload and even a google doc or link with a description.  All entries will save under the Docs tab in the Contact or Project Records.

How to Send a File & Generate a Promotional URL

JOLEADO is an online server.  You can upload files and relate them to a contact or project record.

These server based links will download the file from the JOLEADO server, instead of the traditional method of sending email messages with large files.

In this video, we tour the contact record and documents tab to illustrate how to send a file.  You can also use the same methods in your project or job folder.

From the contacts tab, click into the contact record.

Click on Docs

You can add documents directly or from an online form, event, task or job.

To add a file direct, click on Add Doc.

Upload your file or files then click on Submit.

Files that appear under the Docs tab can immediately be emailed by clicking on the email icon at right, under options or select the record and click on Send Files – this is the same action.

A window will appear.  Note in the screenshot, I am sending a 17MB file in an email.  Once sent, there is a record of my sending the email in the notes of this record.

Another method for sending files is by using the Docs tab in JOLEADO.

Click on the Docs tab

Once your file has been added, locate the eFile icon under options

Your file options are to open in a browser, Inline or Download directly.

Once you have selected the correct option, copy the file link and this will open your file.

NOTE: This is a long, ugly link, so you can shorten the link and give it meaning by using the promo URL Option.

Click on Forms > Promo URL

Your JOLEADO domain, like http:// link.joleado.com/

Can now have a file related to it

http:// link.joleado.com/Howtopromourl

First define the link with text after /

Then enter a description and paste the Docs eFile link to your Custom URL.

This link is now hot, and will open your file.

You can share it in an email, social media advertisement or in other marketing opportunities.

 

Big Idea: What if your Live Chat System was a window into your CRM?

September 7th, 2017IN Blog by

If you are in the market for a Live Chat system, you will want to check-out this 5 minute video.  What if you could tie your Customer Relationship Management software to the live chat experience without ever leaving live chat?

For pre-sales live chat, the reason this is so important, and so easy in JOLEADO is so many live chats fail to close, get lost in the course of poor management systems, or worse – fail to deliver meaningful next steps new customers require to make their buying decision.

For post sales and support, even more important to have an effective tie between your front-end live chat system and back office operations to assure customer satisfaction is targeted and meaningful to the customer.

The big idea around JOLEADO is the JOLEADO CRM powers the live chat engine.  But, it is important to note, using JOLEADO’s powerful integration engine, you do not need to use JOLEADO CRM to take advantage of powering live chat like you’ve never been able to do before.

As a customer, we open the live chat experience.  Then the Rep will accept the chat by clicking on Accept from the back office JOLEADO.

Now in this video, we are going to show both the rep experience on the left AND the customer experience on the right.

The Customer experience will share a discussion with the rep, when the rep desires to add a NOTE or an internal purpose that shakes from live chat.

We call this “twitter” CRM!  That is targeting the contact record (CRM) with Next Step, Call, Connect, and Follow-up tasks without ever leaving the live chat experience!

Next step is a brief note that defines the purpose of the incoming visitor.

Note that when we view the customer record, the next step text has been updated immediately from our live chat experience.

Now a call – a call is an attempt without a conversation.

Same point, the contact record is updated immediately.

Connect is a discussion over the phone or in person – the contact record is immediately updated.

A follow-up, is the next date that an action is required.

When we enter the contact record, so LIVE CHAT is over – from the contact record, we see the exact same CRM functions here – as in chat.  This is what we mean when we say the Live Chat is a window into the CRM.

JOLEADO recommends that when you schedule a follow-up date, you also enter a new next step, so on this date, which could be days or weeks later, you know exactly what is needed to action.

Now we review the notes, and notice all of the correspondence we just showed is detailed and gives a full history of the correspondence with the customer – without ever having to click into the contact record – all of this can be done from Live Chat.

You can Add a Traditional lengthy note if necessary, but that is so not-twitter CRM.  And while we are here, in notes, Active

Online Forms and Workflow

September 7th, 2017IN Blog, live chat use cases by

The big idea surrounding JOLEADO Online Forms is to trigger workflow from a lead or customer entering information into a form.  When a form is submitted these properties do/can occur:

  • Always triggers or update a contact record
  • Can trigger partner accounts, projects, tasks, online case, PDFs, quotes
  • Forms can trigger a change in rep and/or status
  • JOLEADO forms can be used inside of a Live Chat engagement
  • Form fields can trigger equations and other workflow

From the online form builder, you can toggle workflow that occurs when the form is submitted.  Options include:

  • Update the Rep
  • Generate a Case
  • Generate a Partner or Affiliate
  • Change Status (very good for email templates)
  • Generate Task
  • Generate a Project
  • Generate a Quote
  • Send the Quote
  • Even integrate into a 3rd party system

Routing and Notifications can be setup once the form is submitted.  You can generate a custom email template, send a receipt of the form and notify internal team members, even generate a PDF of the form.

Developers and designers have desired flexibility as JOLEADO uses an open source editor for coding forms.  If you do not have marketing resources to build your desired form, it is no problem, there are many mobile responsive templates to choose from.

You will find field setup is vast and powerful to comply with your requirements.

Now let’s look at a JOLEADO experience and how we can use the form from any Live Chat experience.  Hover the call to action from any public website, including partner sites and social media advertisements or landing pages.

Once the form is submitted, our new contact is created, the form is related to the contact record with a new status and easily exported and managed.

When determined to work for your business, you can also generate a project , directly from the online form and relate the customer to the job, even generate a quote letter – all in code, tremendous time savings and efficiencies.

Roles: An Overview

September 7th, 2017IN Blog, Customer Services by

JOLEADO is a role-based database, meaning you can turn on and off features and then assign roles to users.  For instance, a sales rep may not have the same access as a sales manager.

This is a powerful feature for keeping you rep workflow tight and focused on only specific tasks.

The purpose of this video is not to detail each features on/off capability, only to provide an overview using a couple of simple examples.

From your dashboard click on the Roles tab.  Click on Update.  In our example, we click on Main Menu, then turn off the Forms tab.  When the toggle is on, this role will see the forms tab in the main navigation menu.  When the toggle is turned off, this role cannot see this tab.

Each tab is partitioned with the same useful on/off switches to give you maximum control over your own desired features and function.

A second, perhaps more meaningful example –  From the Roles > Main Menu tab – You can also click on Setup to change the names of the primary navigation tabs.  In our example, we can change FORMS to FORMS AND FIELDS or CONTACTS to PATIENTS.

NOTE: Setup of the navigation tabs is the only company specific function, meaning a change to the primary navigation is for all users, not role specific.  All other are specified for the selected role only.

 

 

Assigning Autoresponder to a Lead Using Status

September 1st, 2017IN Blog, Customer Services by

Use Autoresponder to Manage Cold Leads

JOLEADO’s strategy is to manage leads when they are hot – and purge them when they are not.

When managing leads, often, especially online leads, training reps to isolate cold leads from prospects, quickly enhances conversions.

JOLEADO makes it very simple for reps to change the status of a lead triggering a series of emails, known as the autoresponder.

In this video we first look at setting up the email campaign, then assigning the series to a campaign, then finally relating the campaign to the status.

From the dashboard, click on Templates

Now, designate your folder autoresponder by toggling the folder

> Is Autoresponder

JOLEADO will exhaust all emails inside the folder until empty using the frequency defined in your autoresponder campaign (See How to Autoresponder Video).

Once you have a template library folder designated with Is Autoresponder click on Contacts > Autoresponder in the upper right of the screen.

Click on Get Started and follow the prompts to setup frequency.  Now you have an active campaign.

To relate the autoresponder to a status, click on Groups from the upper right corner of your contacts list.

From Groups locate your desired status and click on Autoresponder.

A window will open, click Add.  In the dropdown, select your newly added campaign and assure active is set to yes, then submit.

Autoresponder is now active meaning your Status will trigger the campaign simply the rep changing the status of the contact.

Now let’s look at how these actions relate to the contact record.

Click into the contact record and find the button Autoresponder in center of the page.

Here you will see your related Autoresponder campaign(s) under the contact record.

You can add a new campaign manually by clicking on Add, or inactivate a campaign should you wish to remove this single contact from the campaign.

And that is how you relate an autoresponder campaign to a status or directly to a contact record.