Our Goals:
Our goal is to provide an A-class onboarding experience to our customers. And maintaining high customer adaptation rates.
Help our customers to achieve their desired goals and get the full value of their websites or stores.
Onboarding and follow-ups:
Once the customer paid, an automated whatsapp and email will be sent to him/her including a greeting message and Calendar booking link for the onboarding team, for the customer to pick a time when to schedule the onboarding session as desired.
If the customer didn't book the onboarding by his/her own in the first 15 days after the link is sent to him/her, the onboarding team will call the customer once to encourage them to do so in the 15th day.
مرحبًا بكم في منصة ويلت
نود أن نرحب بكم في عائلة ويلت، ونشكركم على اختياركم لخدماتنا.
نحن هنا لنوفر لكم تجربة مميزة ومفيدة في استخدام منصتنا.
يمكنكم حجز موعد إجتماع اونلاين مع فريق الترحيب لمساعدتكم في استفساراتكم وتوجيهكم في إظهار موقعكم في أفضل صورة
من الأحد إلى الخميس من الساعة 10 صباحًا حتى 6 مساءً بتوقيت مصر يمكنكم حجز موعد الإجتماع، عبر هذا الرابط
(https://meetings-eu1.hubspot.com/amr-sayed/onboarding-)
تتيح لكم منصتنا العديد من المزايا والخدمات التي يمكنكم الاستفادة منها. يمكنكم تصفح مركز المساعدة لتعلم كيفية استخدام المنصة بشكل صحيح (https://help.wuilt.com/). تعتبر واجهة المستخدم بسيطة وسهلة الاستخدام، ولكن في حالة وجود أي استفسارات أو صعوبات، يمكنكم التواصل مع فريق الدعم الفني لدينا للحصول على المساعدة. من الأحد إلى الخميس من الساعة 10 صباحًا حتى 12 مساءً بتوقيت مصر و السبت من 2 مساءً حتى 10 مساءً عبر الدردشة الحية wuilt.com
Last Check Message:
أهلا بحضرتك .
تم التواصل مع حضرتك أكثر من مرة و لا يوجد رد للمتابعة على موقعك الإلكتروني لدينا و لذلك سيتم المتابعة مع حضرتك شهريًا من خلال مدير حسابك
و لحجز إجتماع اونلاين مع فريق الترحيب لمساعدتكم في استفساراتكم وتوجيهكم في إظهار موقعكم في أفضل صورة يمكنكم حجز موعد الإجتماع، عبر هذا الرابط
(https://meetings-eu1.hubspot.com/amr-sayed/onboarding-)
و لو وقتك ما يسمحش للإجتماع ممكن أرسلك خطوات تعديل الموقع بالكامل و خطوات الأرشفة لمحركات بحث جوجل. (SEO)
فقط أبلغني بذلك و سيتم إرسال الخطوات لحضرتك
يمكنكم تصفح مركز المساعدة لتعلم كيفية استخدام المنصة بشكل صحيح (https://help.wuilt.com/).
The deal will stay with the onboarding team for more 5 days then will assign a task to the success advisor
In case of that the customer booked a session and the session is done, and the onboarding is finished, the onboarding Agent will reassign the activity to the deal owner in the same day with the subject: Onboarding Done $.
In case of the that the customer said that he/she don’t need the onboarding session and need to update the website by him/herself, the onboarding team will try to convince the customer with the session and if reached a dead end, will send the customer the help center to help the customer update the website or store easily. In this case the onboarding agent will create and assign an activity with the subject: Help Center Articles Sent $
After the onboarding is done, send the following review links:
Google: https://bit.ly/2YMRigK
Facebook: https://bit.ly/3nj42pA
Capterra: https://bit.ly/2X8lbrt
New Customers:
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مرحبًا بكم في منصة ويلت
نود أن نرحب بكم في عائلة ويلت، ونشكركم على اختياركم لخدماتنا.
نحن هنا لنوفر لكم تجربة مميزة ومفيدة في استخدام منصتنا.
يمكنكم حجز موعد إجتماع اونلاين مع فريق الترحيب لمساعدتكم في استفساراتكم وتوجيهكم في إظهار موقعكم في أفضل صورة
من الأحد إلى الخميس من الساعة 10 صباحًا حتى 6 مساءً بتوقيت مصر يمكنكم حجز موعد الإجتماع، عبر هذا الرابط
(https://meetings-eu1.hubspot.com/amr-sayed/onboarding-)
تتيح لكم منصتنا العديد من المزايا والخدمات التي يمكنكم الاستفادة منها. يمكنكم تصفح مركز المساعدة لتعلم كيفية استخدام المنصة بشكل صحيح (https://help.wuilt.com/). تعتبر واجهة المستخدم بسيطة وسهلة الاستخدام، ولكن في حالة وجود أي استفسارات أو صعوبات، يمكنكم التواصل مع فريق الدعم الفني لدينا للحصول على المساعدة. من الأحد إلى الخميس من الساعة 10 صباحًا حتى 12 مساءً بتوقيت مصر و السبت من 2 مساءً حتى 10 مساءً عبر الدردشة الحية wuilt.com
Renewal-Unreachable process.
Renewal - Unreachable: (revise) from the side of CS
if the customer didn't answer at the time of his 1st onboarding scheduled meeting, follow the process below:
Call the customer the next day. Pick a time near the one he/she scheduled for the first Onboarding. If not answering, send a WhatsApp message.
Another call after 2 days (4 days after the first onboarding call).
Renewal Unreachable every month for 6 months (Renewal – Unreachable 1)
If answered, schedule the meeting as per the availability on your calendar.
If still not answering,
First thing, check Hubspot for the following data: Last seen, number of web sessions, and check if there is another phone number.
If the deal is closed by sales: ask the sales executive, who closed the deal about another phone number or the best way to reach this customer. Because the sales team sometimes forget to put all phone numbers on the CRM.
Another try to dig and get a new phone number from CRM, the website, and Social media.
In case you made the above checks and grab a lead to reach the customer, go ahead and schedule the onboarding.
In case you didn't get anywhere with the above-mentioned steps, there will be 2 cases:
Last seen is recent (Less than 1 Month), there are multiple web sessions, and the website or store is well-made and updated. Send it back to the success agent with the subject (Active - Unreachable) and move it to Active - Unreachable Stage. Cause that means that this customer is on Auto-pilot and knows what is he/she doing and doesn’t need our help. If he requires any help, he/she will get back to us.
Last seen is not recent (More than 1 Month), the number of web sessions are few, and the website is not updated. This deal will remain in the Renewal-Unreachable list till we find a way to reach him/her.
Ideas to reach the Renewal unreachable customers:
Website Onboarding Call Checklist :
Update the important fields like,Sign up source, Industry, Country etc... in the first and renewal deals.
Check if the automated renewal deal is in the correct pipeline to follow up on it.
Domain name secured. The right Records are added to resellerclub.
In case of an external domain, make sure it is connected successfully.
In case of the website published on subdomain, offer the client to buy a domain name and clarify how essential it is.
Website published
Wuilt default images are updated by the customer’s images.
All Default Wuilt Section Blocks or section are updated and the social media links.
Add the business information to Wuilt business directory. In case that the website is content-completed.
Suggest to customers to buy professional emails.
Let the customer know all our technical support channels, and how to reach us (Help Center, Chat Support), along with our working hours.
Explain what recurring payment is and how it works if the customer paid online.
Explain to the customer how to get traffic to his/her website, and send the articles (Google my business - add the website to social media - SEO - directories ).
Add the Google Search Console email to the deal and pin it to the top.
Store Onboarding Call Checklist:
Make sure that the domain name is connected.
Make sure that the client has enough time and laptop.
Add the business information to Wuilt business directory. If it's active.
How to add Product.
How to add collection.
How to customize store look.
How to add shipping.
How to use navigation.
How to add social media.
Mention the bulk upload option.
Offer him/her to buy professional emails.
Let the customer know all our technical support channels, and how to reach us (help center, Chat support), along with our working hours.
Explain what recurring payment is and how it works if the customer paid online.
CRM Tasks:
Each call with customers should be added as an activity to the renewal deal. “Even no answer calls”.
Opened renewal deals should always have a scheduled call activity with a date and time.
Always make sure to make the scheduled calls on time, and there is no “overdue activity”.
Task types in use:
Log Call >> Used for calls that already done.
Log Whatsapp >> Used for whatsapp conversations.
Task >> Used for future tasks. Like Follow up calls, Renewal Reminders and so on.
Meeting >> Used for scheduling meetings with the customers to explain how to use a new feature, for example.
While scheduling a meeting, you should fill the following fields:
Date: set when the meeting will be held.
Start & End Time: set when the meeting will start.
Duration: set the duration of the meeting and the End time will be set automatically.
Meeting Type: Demo, Onboarding.
Attendees: Select the contact from the dropdown list.
Select Location: From the dropdown you can choose if you want to hold this meeting through Zoom Or Google Meet to generate and include the meeting link in the invitation automatically.
Attendee Description: If you want to write a note regarding the meeting for the attendee to see while accepting the meeting.
Add Internal Note: If you want to write a note just for the team. The Attendee will not see it.
Note: The beauty of using meetings that:
A task will be created automatically with date and time.
A Zoom or Google Meet Link will be generated automatically and included in the customer invitation and the task created in the CRM.
The meeting will be listed automatically in your calendar with reminders before the meeting.
So it will be much easier to schedule a meeting through the CRM.
Check Snippets for the tasks to make it easier for fulfilling
CRM Pipelines in use:
- We will use the following pipelines:
Website created: For the direct annual website subscriptions.
Store Created: For the direct annual store subscriptions.
Website Annual Renewals: used for follow-ups on annual websites subscriptions.
Store Annual Renewals: used for follow-ups on annual Store subscriptions.
Website Annual Retention: used for follow-ups on the churned annual website subscriptions.
Store Annual Retention: used for follow-ups on the churned annual Store subscriptions.
Email subscriptions: used to add customer’s subscribed email packages info.
Email Renewals: used for follow-ups on Email subscriptions.
Add Email License: used for For adding email license in the middle of the term, to avoid creating a renewal deal each time you win an add license deal.
Domain Name: used to add newly purchased domains deals and domain transfers.
Domain Renewals: used for follow-ups on Domain subscriptions.
Domain Related Products: used for products like Domain Deletion, Domain Block - Country Level, Domain Transfer & Domain Privacy Protection. To avoid creating domain renewal deal each time you win a deal with the mentioned products.
Web Creation: used for paid website creation deals.
Installments: For following up with the customers that paid with installments. (Exceptions only through Metwaly & M.Rostom)
Plan Upgrade: used for the plan upgrade payments.
Tickets:
We are using HubSpot as our internal ticketing system. In this article, you'll find all the info you need to know about it.
KPI's and commission:
- A minimum of 130 onboarded customers.
- A minimum of 60 reviews.
- CRM activities and fields: Follow the process 100%. When it comes to activities notes etc....
Reports and duties:
Amr: Responsible for:
# onboarding received
# onboarding done
Onboarding duration (min/max/avrg.)
# Reviews (Google - Facebook)
# Renewal - Unreachable (Active - Not Active - Sales - Direct)
Color Code:
Needs to be discussed.
Check it in the automation.
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