When a customer walks into a rental center or calls a facility phone number, you'll receive an alert that looks like this:
You will have 8 seconds to respond to this alert. The number in red denotes the number of seconds remaining before the alert gets automatically passed to the next available VM.
When you click Pass, this alert will route to the next available virtual manager. This should ideally only be used if you are already currently engaged in 1 or more interactions, or not in a position to take a call.
Click Dismiss for alerts that don't require a response, i.e. when customers are exiting the rental center. Only use this when absolutely certain that there is not a customer needing assistance.
Clicking Accept will trigger a call to be dialed from your Webex device into the property where the customer just walked in or called into. A lead card will appear to be filled in with the customer information.
Classifying an Answered Call
It's required that you make a selection of the Customer Type: New Lead, Existing Lead, Tenant, Vendor, or Other. This will determine what information will be required to complete the call.
New Lead: this means the customer has no existing history in StorEdge, and must be added into the system (name and number are required information, email address is optional at this step).
Existing Lead/Tenant: this means the customer already exists as a lead in StorEdge, or is an existing tenant. Their StorEdge account can be linked and opened in VMOS by searching their phone number. All new leads added into StorEdge will become Existing Leads during the call.
After the interaction has completed, a Resolution for the call must be selected.
Existing Lead Resolution Options:
Tenant Resolution Options:
Vendor: Cleaning, Maintenance, Pest Control, etc. This will only need to be classified by a Resolution type.
Other: Any interaction that does not fall into the aforementioned categories. This will also only require a Resolution.
Important Note: All account notations must still be done directly through the property management software. This is not yet a feature of VMOS. Please ensure that you are still notating all necessary interaction details!
Pro Tip: For information about the facility (i.e. addresses, gates, access codes, maintenance contact info, etc.) refer to the Facility Info to the right of the lead card. This is very helpful when answering property specific questions!
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