Voice Responder Frequently Asked Questions:
1. What is the Voice Responder service? The Voice Responder service turns Internet inquiries into phone calls. When a lead submits their information online, we take that information and turn it into a phone call to your cell phone.
All lead response calls will have N2O’s caller ID: 281-741-5573 and we recommend adding this number to your address book.
When you answer your cell phone, you will hear an automated message (item 2 below) that reads back all of the lead’s information. You will hear two prompts:
- Press 1: this will generate an OUTBOUND call to the prospect
- Press 9: this will repeat the message at any time. For example, if you did not catch the lead’s name the first time around, press 9 and the message will replay.
When you press 1, an outbound call will be generated to the prospect. It’s important to remember that they are not waiting on your phone call, and are often pleasantly surprised at how quickly you are responding. You should approach this call as you do any other sales call that you manually dial.
2. What will the automated message sound like? The automated phone call will say: “You have a new inquiry. This is the X reattempt. Their name is… their comments are… their location is…their source is…their city is…” The following will be announced in the automated message:
- Lead’s city
- Lead’s location
- Lead’s source
- Lead’s comments
- Number of reattempts – the 3rd reattempt will be the final call.
3) What if I didn’t hear the message? Press 9 and the message will repeat.
4) What if I missed the phone call? After the initial call, the system will reattempt 3 more times. You will receive the first reattempt 5 minutes after the initial call, the second reattempt will ring 3 hours later, and the third reattempt 4 hours after that. When you hear the prompt “This is the 3rd reattempt”, this is a cue that indicates no more phone calls will be generated for the prospect. You should manually follow up with those leads as normal.
5) What if it is a bad lead? Sometimes after the first call you may realize that the lead is bad or the information is bogus. If that occurs simply wait for the person to hang up. Our automated attendant will come back on the line. Simply press 3 and the system will cancel the 3 reattempt calls.
6) What if I missed the phone call? The phone call will reattempt 3 more times. You will receive the first reattempt 5 minutes after the initial call, the second reattempt will ring 3 hours later, and the third reattempt 4 hours after that.
7) Will leaving an answering machine message cancel the reattempt calls? If your message is longer than 15 seconds, then yes it will cancel the remainder of the calls. If shorter than 15 seconds, then the system will continue in sequence.
8) What happens to leads that arrive after hours? You can easily define your hours of operation. Most dealers operate from 8am – 9pm local time. All of the calls that came in before or after business hours will park in a queue. These calls will begin ringing the next business day in ten-minute intervals. All fresh leads will take precedent over leads from the queue.
9) What number will show up on the prospects Caller ID? Our technology allows us to transmit the dealer’s called ID information to the prospect.
10) Can I have the calls sent to my team? We have 2 options currently available:
- We can ring multiple lines simultaneously and the first one to pick up can take the call. This is useful if you are sharing the job of following up with the leads with other people.
- We can provide a backup person. So the call would initially be sent to your cell phone. If for some reason you are not able to pick up the phone within 30 seconds, the system will then call your backup person.
11) Do I still have to pay for the responder service if the lead is bogus and eligible for credit? No. In an effort to respond instantly, we had to remove validation steps that would filter out bad leads. Our system will dial any valid phone number three times. Once the process starts, it cannot be stopped. However, if you submit the lead for credit and it is approved, then we will gladly refund this charge as well.