Activating/Deactivating Success Assurance for Team Members
Activate Success Assurance for a Team Member
Click on the Concierge tab located in the navigation bar on the left side of your screen in BoomTown
Click on the Manage Agents tab to see how to adjust who has the Concierge Service
Activate the Concierge Service for users individually by clicking on the user, or in bulk by using the Select drop-down.
Once you click on the user you want to activate, the user card will have a green line around it.
Don't forget to click on the Save button when you're finished making changes!
Once you click on the Save button, a pop-up notification will appear in the bottom right corner of your screen confirming this user has been activated.
After a user gets activated, their new leads will be sent to the Concierge and count towards your monthly lead minimum.
Deactivate Success Assurance for a Team Member
Click on the Concierge tab located in the navigation bar on the left side of your screen in BoomTown
Click on the Manage Agents tab to see how to adjust who has the Concierge Service
Deactivate the Concierge Service for users individually by clicking on the user, or in bulk by using the Select drop-down.
Once you click on the user you want to deactivate, the user card will have a red line around it.
Don't forget to click on the Save button when you're finished making changes!
Once you click on the Save button, a pop-up will appear asking for confirmation to deactivate this user by clicking on the Deactivate button.
An additional pop-up notification will appear in the bottom right corner of your screen confirming this user has been deactivated.
Selecting Which Leads are Sent to the Concierge Service
By default, all of your lead sources will be selected to be contacted by your Concierge. If you have certain lead sources that you prefer to have worked exclusively by your Agents, you can make adjustments to your source settings within your BoomTown account!
IMPORTANT NOTE - This setting is only available to Broker/Admin users and changes to sources will be applied to all users who have Success Assurance activated on your platform!
1.) Click on the Concierge tab located in the navigation bar on the left side of your screen in BoomTown
2.) Click on the Lead Sources tab
3.) Select which sources you would like the Concierge to qualify leads from (uncheck any sources that you don't want to have worked by the Concierge Service)
Please Note: You will only see sources that you have leads for in this list
4.) Just be sure to click on the Save button after you have made the necessary changes!
Reporting Overview
Visibility into your concierge performance just got even better with Success Assurance Reporting! We’re giving you the information you need to make the best decisions for your business based on real-time data.
This report showcases the Success Assurance Pipeline and includes Advanced Lead Filters so you can drill down your database by Historical Concierge Status. See how the concierge is performing over time and how well your agents are converting the conversation-ready leads served up by your concierge.
Watch the video overview here!
You can simply click on the hide option to make these tiles disappear from the top in Lead Central and click on the show option to display these tiles at the top in Lead Central.
Success Assurance Pipeline Tab
This tab will display similar information that is seen under the Concierge Activity tab, but you will see percentages in addition to that information.
Each one of the tiles above are clickable so you can filter out the leads that apply in Lead Central.
Sent to Concierge | Number of leads sent to the Concierge within the chosen date range. |
Connections Made | Of the leads sent to the Concierge within the chosen date range, this is the number of leads that responded to the Concierge. |
Conversation Ready | Of the leads sent to the Concierge within the chosen date range, this is the number of leads that were in a conversation ready state. Conversation ready means they have been marked as Appointment Set, Needs Appointment, or Needs Attention.
 Number of leads that are currently in Conversation Ready state. These leads are currently waiting for you to reach out.
|
Closed Transactions | Of the leads sent to the Concierge within the chosen date range, this is the number of leads that were sent to the Concierge that entered Closed or Pending category. |
SA Active Leads | Number of leads that have responded to the Concierge and are in active categories. This includes leads that do not currently have Concierge On. |
The default date range for the Success Assurance Pipeline is set to Last 30 Days, but you are able to adjust the date range from Last 60 Days up to All Time as well.
Live Transfer Overview
What is Live Transfer?
When a lead is ready to speak to an Agent, the Concierge can transfer the lead directly to the Agent for continued conversation so that no opportunity escapes. The Concierge will introduce themselves to the Agent, explain the previous conversation with the lead, and then conference the lead into the call before exiting.
What is Live Transfer not?
Live Transfer is not a call answering service; leads who call the Concierge number back will still receive the automated response.
How do I enable Live Transfer?
In your BoomTown CRM click Concierge from the left-hand menu.
Once the page loads click the blue Manage Agents button.
To activate this for you or another Agent, look for the Live Transfer column on the far right-hand side, you will be able to select a number from the drop-down to turn on the feature!
So what's changing?
In Lead Central:
The section highlighted is clickable, so you are able to filter by successful vs. attempted Live Transfers.
This also means "Concierge Live Transfer" has been added as an Advanced Lead Filter.
In Lead Profile:
Notes will now be created within each individual lead profile for successful and unsuccessful Live Transfers.