Category: Blog

Upload and Share Files Using Promotional URLs

September 7th, 2017IN Blog 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 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 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 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.

How to Setup the Autoresponder

September 1st, 2017IN Blog by

How to Setup JOLEADO’s Autoresponder Feature

JOLEADO’s autoresponder is a powerful feature to generate activity from leads that have gone cold, current customers or even support cases (how to), et al.

How does it work?  JOLEADO will automatically send your contacts emails on the contact reps behalf.

First: You need to target your library of emails to a single folder and mark that folder “Is Autoresponder” – let’s get started.

From your dashboard, click on Templates in the center of the page.  Then click on the blue button: Manage Templates.

NOTE: If you do not see the Manage Templates button, or the Templates tab on your dashboard, contact your JOLEADO administrator to turn it on for you.

Once you have your emails built move them to a single folder in your template library. Designate that folder your autoresponder folder by clicking on Edit > Is Autoresponder

You now have a library of email templates you would like to send in a single folder marked “Is Autoresponder”.

Now, lets create a campaign that will trigger JOLEADO to send those emails on the reps behalf, automatically.

From your contacts tab, click on Autoresponder in the upper right corner.

NOTE: If you do not see the autoresponder button, contact your JOLEADO administrator.

This opens your autoresponder campaign manager.  Here you can build multiple campaigns and assign frequency, for instance, monthly newsletters or Annual reports.

To build a campaign, click on Get Start.

First give your campaign a name and a description.

The system will now send every 1 Tuesday each sequenced template (assume there are 12 templates, 1 for each month).

Next, you can turn on the autoresponder to any contact manually.  Click into a contact record and locate the Autoresponder tab.  Click Add and submit your selected campaign.

To edit the sequence of your templates click on Edit Group Sequence in your template library window.  Enter the sequence of your templates then click on Close Group Sequence to Save.

Be sure to remember to Close Group Sequence, this will save your settings.

You now have an autoresponder setup and now can tie or relate the campaign to a contact or a group of contacts or a targeted status of a contact.

Organizing Leads Using the Status Feature

August 29th, 2017IN Blog by

JOLEADO uses Status to align your contact list or project performance to your pipeline.  A status is the stage related to becoming a customer or awarded project.

In this video, we use only contact status for training – you could apply the same logic for your project status list.  Ok, let’s get started.

First, we need to build the status list to align your status to your sales pipeline.

From the main menu, click on Lists.  Then Contacts > Status

From the list, toggles will snap status related to Pending/Appointments/Customers/Lost and Inactive – we will see how this works when we click on contacts and open the contact record.

Example list:

LEAD-New
LEAD-Pending
LEAD-Appt Set
LEAD-Appt Show
LEAD-Autoresponder
CUST-New
CUST-Renewal
CUST-Autoresponder
LEAD-Dead
INACTIVE
UNSUBSCRIBE

 

First, let’s look at some examples and explain best practices using the contact filter to display each status list.

The objective is to create a simple and easy to manage status list that does not do too much.  Reps just do not use complicated and micromanaged progress rules.

Here are a few examples. Click on the image to expand all three examples.

Our first example is just right for reps to manage.

This second status filter works way to hard to manage every aspect of the contact pipeline, be careful – reps will ignore it.  Also, far too much redundancy.  [This may work for large enterprise closing 8 deals a year, but for most companies, way too much here.]

This status filter may be too simple, but it does work to clearly define: New Lead, Pending, Customer, and Inactive.

Avoid redundant or confusing terms.  Only use broad terms that fit each phase a contact will progress through.  Use Autoresponder to tie a cold lead to a 7-day campaign or a customer to a monthly newsletter.  See autoresponder help for tips.

So now, we can see how in a contact record, JOLEADO makes it easy for Reps to select a state and the status will snap according to your setup.  Customer will snap to customer.  Inactive will snap inactive and so forth.

Reps can also manually select from the status

So now, reps can quickly update status and move the record to the related tab from the contact record.

Setting up your browser

August 28th, 2017IN Blog by

JOLEADO is optimized for firefox.
Users have found Chrome to be mostly ok for JOLEADO also, but we are optimized for firefox.

NOTE: If you do NOT use firefox browser now, you do not have to make Firefox your default browser.

To download firefox go to http://www.mozilla.org/download

NOTE: We do not recommend you use any other download link!

Follow the prompts.

Once on your computers dashboard, right click and change the name to JOLEADO.

To setup this new firefox Icon to open JOLEADO on your dashboard, we need to copy your private login URL.

JOLEADO Training

ICON

Go to the your JOLEADO Get Started email
Click on the Get Started button

Your default browser will open, copy the Get Started URL – this is your private login URL for JOLEADO – copy it.

Open Firefox (unless it is already opened)

From the browser menu go to

Tools > Options > Homepage

There, enter the company’s private login URL starting with https://

You are now ready to login using the firefox web-browser.

 

Transcript from a conversation with Dan, a Systems Coordinator at a Chevy Dealership

February 14th, 2017IN Blog by

 

…From a chat company perspective, it is nice to say, “hey, we got 500 chats yesterday!” but like I have been telling you all along, a chat is nothing more than a basic conversation – until the appointment [or approval, or coupon, or checkout] is set do we know there is commitment.

We have talked about JOLEADO being the next generation of “chat” this is what is so important! You can have 500 chats, like we have said, but if you are not setting appointments if you are not committing the customer out of that situation, in this case, for what we are working with, then the chat meant nothing, I mean, the person got some information, but in the lead funnel, you did not get them to commit.

This is why General Motors is so hell bent on getting the appointment.

Why is JOLEADO different? As a chat company – everybody can do chat. JOLEADO is different because we know what drives sales – with chats, what makes business work in JOLEADO: You’re setting appointments, you’re getting commitment, we’re following up; we’re holding reps accountable.

Feel the energy! Take any common chat and go through the conversation, hey I want to buy, or hey I want to schedule an appointment, you’ll see all this generic chat stuff – then, after all that nothing, open the JOLEADO experience and watch this!

Chat Customer: “Yea, I am interested in this”
Chat Rep: “Oh Great” Let’s go ahead and setup an appointment with our sales person in our store number or dealership 6 at the Chevy Dealership.”
Chat Customer: “Perfect”
Chat Rep: I got you booked with Brian on January 6th for your appointment
Chat Customer: That’s awesome!
Chat Rep: Yea, Brian is looking forward to seeing you.

Bang! Up comes the back office KPI – Appointment set!
So you had 5 chats, you set 4 appointments

And then of course, you have Brian – he had the booked the appointment, he had a show, and he made a sale!

This deal is one example, the deal was done off from live chat – nobody does that except JOLEADO. If you are looking for a sales proven system, of course, you can use JOLEADO as a live chat – but it’s not just live chat, this is the next evolution – we track it, we hold people accountable.

Tell me that is not powerful?!

How JOLEADO Works

January 13th, 2017IN Blog by

JOLEADO is a diverse front and back-office software suite for businesses large and small.  Our customers range from running their entire business on JOLEADO, others only use the application for live chat and integrate to an existing Lead Management Suite or CRM.  In this article we will focus on the Live Chat component – a single line of code that is inputted into you existing website or intranet or even affiliate website that works like a front office to your entire business.

Live Chat is a proven conversion tool.  The metrics are strong, 48% more conversions occur when live chat is offered.  What JOLEADO offers that is different is generate not only the real-time communication with an agent but also the real-time practical function of booking appointments, filling out applications of online forms, providing incentives and even checking out – right inside the live chat experience, right now, when the customer is asking for it.

Transforming Retail

Brick and mortar storefronts have struggled with bridging the gap between instore customer service and online presence.  JOLEADO bridges this gap by bringing the human customer service to the retailer’s website.  Additionally, with the robust backend, JOLEADO offers autoresponder emails and simple lead management tools to retail that POS systems lack.  Retail customers find a 32% increase in conversions compared to website commerce alone.

Service Businesses (B2B and B2C)

B2B

JOLEADO offers B2B customers a strong enhancement to conversion with our online requirement forms.  The form is available right there in live chat, when submitted it will generate tasks, alerts, projects and routing.  Customers love the quick and easy availability of the live chat tool to be able to get in and get out confident their submittal was received and is in motion.  JOLEADO also offers Case Management and team chats related to the project so nothing is missed, all communication is captured and reported upon.  Try it now

Appointment Setting

Booking an appointment in live chat is refreshing.  No more passing emails back and forth trying to toss up available times.  Simply link to the JOLEADO service from any public or private or affiliate website and a call to action: Book an Appointment w/Our Lead Engineer!  Customers quickly click the service, select a date and time and submit.  It’s that easy.  Try it now

Coupons and Promotional Incentives

100-coupon-for-landing-page

If you do not presently have a call to action on your website to save or get a reward for participation, you’re losing sales.  JOLEADO makes it simple from any public or private website even affiliate site.  Customers simply click on the call to action, engage and receive a promotion.  Follow-up with a scheduled appointment and you have a solid lead.  Try it now

Traditional Live Chat

JOLEADO_Screenshot

Of course, a customer service or sales team able to respond to live chats quickly share all the benefits of traditional live chat when using JOLEADO.  Customers that have tried other services make the switch to JOLEADO live chat because of the ability to get more done inside of a single experience.  Because JOLEADO was built as a powerful CRM first, sales and operation teams can work together inside of a single experience while generating meaningful workflow like project management, case management and tasking.

If you already have learned the benefits of live chat, or if you are new to the service, you owe it to your marketing strategy to try JOLEADO.  The psychology of live chat is a proven customer service winner and with JOLEADO and the immediate availability of back-office tools like calendaring, online forms, checkout and promotional coupons from any public, private or affiliate website, you can leverage its success right now.