Leads

Welcome to the Leads management module in CustomerAssist by CleanDesk AI! This guide will help you navigate the platform to create and manage leads efficiently.

Table of Contents

1. Introduction

2. Accessing the Leads module

3. Switching Views & Filters

4. Creating a New Lead

   1. Filling Out the Lead Form

   2. Submitting the Lead

   3. Tips

5. Managing Leads

Introduction

Visitors who show interest or engage with the chat widget or your social media channels (integrated with CleanDesk AI) to ask questions, are considered Potential Customers (Leads). All Leads are displayed within the Leads section. The leads are assimilated from all applicable channels, such as CleanDesk chat widget, Whatsapp and social media such as FB Messenger, Instagram and so on.

Accessing the Leads Module

1. On the left-hand menu, hover over and click 'CustomerAssist'.

2. From the submenu, select 'Leads'.

3. The Leads List view will open, displaying all available leads.

4. Leads are displayed with 2 tabs above them:

   1. Info Tab: This tab shows visitors who have shared some of their their contact information (name, email address or phone number).

   2. No Info Tab: This tab displays visitors who did not provide any specific contact details.

5. Clicking on a Lead will display the details of that particular Lead on the right hand side, such as: their photo (if provided), Lead Lifecycle Stage (Lead, Prospect, etc.), Lead Lifecycle Status (New, Contacted etc.), their contact details, their company details, their social media details, and so on. This information may easily be edited at any time, by clicking on the Edit button on the right side of the lead name (when the lead information is displayed) or by clicking Edit Enquiry in the More button next to the lead name in lead list on the left hand side. While editing, the Lead form will open, where all the desired fields may be completed or changed. Ensure that the mandatory fields (marked by an asterisk *) are filled in, before clicking the Update button.

Switching Views & Filters

1. At the top of the Leads List view on the left, locate the Filter Button, which may be used to display leads sourced from various platforms such as:

   1. CleanDesk AI

   2. WhatsApp

   3. FB Messenger

   4. Instagram

   Use the Reset Filter button at the bottom of the list, to revert to displaying all leads on the page.

2. Next to the filter button, there is a Toggle Button - use this to switch between:

   • Table View: Displays leads in a tabular format.

   • List View: Displays leads in a more detailed list format.

3. You will also find the dropdown menu on top that lets you switch between:

   • Active leads: leads that are currently active.

   • Inactive leads: leads that are currently inactive. Inactive leads may be changed to Active leads as and when they show interest again.

4. Use the filters on the left hand side, to display specific leads:

   1. Basic filters: Here you may choose to display Active/Inactive, Primary/Non-Primary status or Personal/Business account type.

   2. Loyalty filter: The loyalty filter may be used to display leads that belong to a particular loyalty level (Blue, Blond, Gold, Platinum or Silver).

   3. Company: This dropdown filter allows you to choose leads for a specific company. Click on the desired company name in the dropdown list, to use this filter.

   4. Relationship Filters: Use this filter to display leads with a specific type of relationship, such as Business Customers (B2B), Retail Customers (B2C), Educational Institutions, Government Customers or Non-Profit Organisations.

   5. Demographic Filters: Filter leads by Gender, Marital Status or Age.

   6. Location Filters: Use the location filters (Country, State, City, Post code) to see leads by location.

Creating a New Lead

If a lead is received offline, from a cold call for instance, it may be added manually by using the New Lead button in the following manner:

1. First, click on CustomerAssist in the left hand side menu. Then, navigate to Leads and click on it.

2. Next, click on the blue New Lead button to add a new lead manually.

3. In the form that pops open, start to fill in the lead related details.

   1. You can add an image of the customer by clicking on the Upload button and selecting an image file.

   2. Customer Contact Code:

      • Click the Generate Code button for an automatically generated code.

      • Or, enter a custom code manually using your preferred format.

   3. Customer Contact Details: Enter the details of the lead, such as their contact details, name and so on.

   4. Sales lifecycle information: Two essential fields that must be completed are Lead Lifecycle Stage (e.g., Lead, Prospect) and Lead Lifecycle Status (e.g., New, Contacted). These fields play a critical role in the sales cycle, and maintaining accurate information will provide valuable insights when assessing your customers and leads from a high-level perspective.

   5. Company details and Location: Fill in the customer's department and location within the company.

   6. Social Media details: The fields at the end are for entering any socail media links for this customer, such as their LinkedIn page or Twitter handle. Although many of these fields are optional, it always helps and creates a more professional outlook for a customer.

4. Once you have filled in all the relevant information, click the Add button. Ensure that you complete all the mandatory fields marked by an asterisk (*) before proceeding.

The customer you just added as a Lead would appear on the top of the screen, as a part of the displayed leads.

Tips:

• Double-check all details before submitting the form, especially mandatory fields like Lead Lifecycle Stage and Status. Accurate data helps in tracking leads effectively and improving sales insights.

• If your company follows a structured format, manually enter a custom code for easy identification. Otherwise, use the "Generate Code" button for a quick and automated entry.

• While some fields such as social media links and images are optional, adding them can provide a more comprehensive view of the lead. This helps in building stronger relationships and understanding customer backgrounds better.

The following video is all about adding a new Lead:

Managing Leads

Perform various actions on Leads using the following features:

View Details

Click on a lead to view detailed information about the customer, which will appear on the right hand side. The details will be visible, such as customer name, Lead Lifestyle Status, customer contact information and so on. There are different tabs where you can access the relevant information about the customer, such as:

• About - general contact details

• Addresses - location & address

• Relationship Officers - team members assigned as the relationship officers for this contact; scrolling downwards gives the option to Add more relationship officers

• Boundary

• Notes - any notes corresponding to this customer

• Tasks - any tasks relating to this customer

• Meetings - meetings for this customer

• Notifications - any notifications corresponding to this customer

• Reactions - any reactions corresponding to this customer

• Activites - activities related to this customer

• Devices - devices linked to this customer

• Logs - logs for this customer

These tabs may be accessed by scrolling towards the right, or by bringing the cursor over the 3-button More menu and then scrolling the list vertically.

Edit Lead

Use the Edit option to modify the Lead details. This option may be accessed in multiple ways:

• Click the More button next to the lead on the left-hand side, then select Edit Enquiry from the dropdown menu.

• When the lead is displayed in detail on the right hand side, click the Edit button on the top right corner.

Manage Status

Change the Lead status to:

• New: For active jobs accepting applications

• Contacted: For jobs where the position is filled

• Attempted Contact: For temporarily paused jobs

• Unresponsive: For jobs that are no longer active

This option may be accessed in multiple ways:

• Click the More button next to the lead on the left-hand side, then select Update Status from the dropdown menu.

• When the lead is displayed in detail on the right hand side, click the Edit button on the top right corner. Scroll down to the Lead Lifecycle Status, make the desired change and click the Update button to save the changes.