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      Onboarding - Go Live Reach Outs


      A big part of Onboarding responsibility is getting the client's website launched. With this, we will perform Go Live reach outs to clients who have MLS approval but their website isn't live. Here is the protocol for these calls.

      Topics discussed in this article:

      Important Links:

      Trello Google Sheets

      Getting Started (Call Prep)

      Pull up your list of clients in which have been assigned to you. You will need to out to each client on that list at least once, preferably twice (one AM reach out, one PM) time permitting. All reach outs will be made through Zendesk. Once ready to reach out to a client on your list: 

      1. Open their site order. Once you're on Zendesk, bring up the client's site order by searching for the client's name (search bar is located at the top right corner of Zendesk) and selecting the ticket formatted as "CLIENT NAME New RG Site [ Order ID: ### ]". Be sure to select the most recent site order. Some clients may be returning to the platform and in this case, multiple site orders will appear in the search results for the client's name.
      2. Review the client's site order. Be sure to carefully review the client's site order so you have a good idea of their progress with the platform/ interactions with Onboarding so far.
      3. Review additional info. It is also highly recommended to review the client's ticket history, their website, and their CRM before reaching out to determine whether they have any open/pending support tickets, if they have personalized their site or not, if they have started their CRM setup checklist, etc.
      4. Call the client. To call the client click on their name in the top left-hand corner of the site order ticket. Then click on the phone number listed in their contact details on the left-hand side of the page you're taken to. Click "Call this number" to initiate the call. 

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      Making the Call

      If the client ANSWERS:

      1. Introduce yourself and greet the client:

      "Hello my name is BLANK with Real Geeks, how are you today?"

      2. Let the client know why you're calling:

      "I'm calling because you have MLS approval for your website! I wanted to see if I could schedule you with a member of our team to help get the website launched. Is there a day and time that would work best for you?"

      • If the client says "Can we do it now?" - assist them with their website launch following these instructions. BE SURE TO ASK ABOUT DOMAIN EMAIL/MX RECORDS.
          • After you hang up, add the "Onboarding - Took Site Live" tag from the Intercom widget on Zendesk.
          • Then, make a note in the client's Site Order with the call details. For example: "#XXXXX - Launched site, added Google MX records, added "took site live" tag".
          • Submit the ticket as New (or Open if New is not an option).
      • If the client says, "Yes, let's schedule" - schedule a call with the client on the Go Live Calendly for the day and time that works best for them. BE SURE TO CONFIRM TIMEZONE WITH THE CLIENT.
          • After you schedule the call, let the client know who will be reaching out to them for their scheduled time and end the call. The client will be sent a Calendy invite automatically.
          • Then, make a note in the client's Site Order with the day/time of their Go Live call. For example: "#XXXXX - connected, scheduled Go Live call for DATE @ TIME w/ TEAM MEMBER".
          • Submit the ticket as New (or Open if New is not an option).
      • If the client says, "I'm working with a VA" - ask if they need any other assistance with the platform and provide the necessary resources.
          • After you hang up, tag the client as "Working with VA" from the Intercom widget on Zendesk.
          • Submit the ticket as New (or Open if New is not an option)
      • If the client says, "No, I'm not ready" then ask if you can be of any assistance with anything else within the platform and remind them of their next steps. Be sure to follow up with the client via email if they request any additional information.
          • After you hang up the phone, tag the client as "Not Ready" from the Intercom widget on Zendesk.
          • Once your tag is added, head to your Google Calendar and set a reminder one week from today's date to remove the client's "Not Ready" tag (Intercom access is required to remove tags. If you do not have access, contact Lindsey or ask another team member to remove the tag on your behalf).
          • Submit the ticket as New (or Open if New is not an option).

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      If the client DOES NOT ANSWER:

      1. Leave the client a voicemail. In the voicemail, inform the client why we are reaching out and let them know how you will follow up. For example:

      "Hello! This is YOUR NAME with Real Geeks. I was reaching out because we noticed your Real Geeks website has MLS approval but has not launched. I was hoping to provide assistance with the launching process. I'm going to follow up with you via email and text message so you can schedule another call with our team to get your site launched. Be sure to schedule your call ASAP and we'll take 10-15 minutes to get your website onto the internet. If you have any questions, feel free to email or text us back! Have a great rest of your day!"

      If you cannot leave a voicemail because it's a dead number, please contact your team to discuss options for finding better contact information. Once you have better contact info, try the client again using this new information.

      If you cannot leave a voicemail because the voicemail is full or not set up, proceed with step 2.

       

      2. Tag or email the client. Tag the client as "Onboarding - No Contact # Attempt" from the Intercom widget on Zendesk. Select the corresponding attempt number tag based on the previous number of reach outs noted in the site order by onboarding.

      If the client signed up under the Site Build Promo or they are not in Intercom, send them an email using the corresponding macro based on their situation.

       

      3. Text the client. Head over to TextUs and log into the onboarding account (login info pinned in #onboardingteam on Slack). Send the client a text using either the "Go Live" or "Go Live - Promo" template based on their situation.

       

      4. Note call in Site Order. Link the ticket created when you called the client to the Site Order as an internal note. For example: "#XXXXX - Go Live Reach Out, no contact. Followed up via text and added "# attempt" tag". Submit the ticket as New (or Open if New is not an option). 

       

      5. Solve call ticket. Head back to your call ticket, if you emailed the client, solve the ticket.

      If you tagged the client, add a note detailing the call/actions performed. For example: "Go Live Reach Out, no contact. Followed up via text and added "# attempt" tag". Submit the ticket as Solved.

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