The most important thing you can do to effectively use the response management tools is have a list, or map, of sources of Leads, and how the contact information for those Leads gets processed.
This might include:
The most common Response Management function is the InsideSales.com API's ability to automatically add new records to the database via the Web.
Most organizations use Web forms to capture customer data—"Contact Us" forms, requests for pricing information, downloading a white paper, etc. InsideSales.com allows you to capture information directly from these forms, giving sales agents a huge advantage by being able to start the prospecting process immediately.
If you're not familiar with the basic concept of a Web POST command, functionally it gives Web servers the ability to add information to a database using a series of inputs defined within the text of a URL.
For example, if you've ever run a search on a Web site, you may have noticed that the URL often includes the data you input into the search form, something like:
It's easy to see the search parameters in the URL—"name=Jones" and "Phone=8015559988".
A Web POST command works on the same principle, only in reverse. Information gets entered into a URL string, and then sends it to a server, where the information is interpreted and "posted" to the database.
For example, if you had a Web form that captured the information
You might see a URL (web address) to "POST" that information to a database that would look something like:
The Web form and POST command takes the information supplied by the user, and renders the URL post string, which can be interpreted by a data server that recognizes the POST format.
Sounds simple enough on the surface, right? All we need to do is create the form, and send it to the right place—the URL with the POST command attached to your InsideSales.com system.
When you create a Field Post Mapping, InsideSales.com creates a dynamic POST URL automatically. This URL can be accessed through the Map Lead Fields link in your Admin tab (Admin tab >>> Site Settings >>> Manage Fields and Labels >>> Map Leads Fields). We'll discuss this tool in more detail in just minute.
Before creating a Post Mapping, however, you'll first need to get the variable designations of each of input items contained in the form. Each field's variable name is specified in the Web form page code. The database server then uses the variable name to match information coming from a POST to the database.
Variable names often follow esoteric coding conventions. For example, if we had a field labeled "First Name," the variable designation might actually be something like "user_input_first_name" (without the quotes).
Obviously we don't want the user to see "user_input_first_name" on the actual Web page; we want them to see "First Name." However, when the data is actually sent to the server, the database field entry needs to be mapped to "user_input_first_name." That's the field's defined variable designation.
The Map Lead Fields tool allows you to post Leads to InsideSales.com while making minimal changes to your existing Web forms.
The code in your company's various Web forms will already have defined all of the fields' variable designations. To keep things simple, we don't want you to have to go back and re-define all of the variable designations for every form. Instead, we'll create a field map in InsideSales.com that will automatically correlate your existing form's variable names into the appropriate object fields for database.
Ultimately the only change that will need to be made will be to update the POST URL for your InsideSales.com system. If we're successful, you should avoid having to make wholesale changes to the form code.
Web post field mappings can be accessed through:
Admin tab >>> Site Settings >>> Manage Fields and Labels >>> Map Leads Fields
When you arrive at the main screen, you'll see a list of any current Post Integrations, and their associated field mappings (if any).
For training purposes, we're going to assume you want to create a new Post Integration, and a new field mapping associated with it.
First, click Add Custom Integration Template to get started.
There's two parts to creating our form integration:
Now we need to actually pull up the Web form code, and start adding the variable designations with their their associated field names.
The easiest way to see the variable designations as they exist in the form is to use the View Source Code option in your Web browser. Find the code for the form, and look for the variable names.
The code for the variable names will look something like this:
<td>First Name *</td>
<td><input name="txtFirstName" type="text" id="txtFirstName" /></td>
Notice in the "input" line the name and id entries. Our field mapping is going to automatically apply a different id, so what we're looking for is the "name" entry: txtFirstName.
This is what we'd put in the Post Variable Name entry. Then, we'd give it a simple label in the Post Field Name: First Name, as shown.
Go through the rest of the fields in your form, and add their variable designations as appropriate. When finished, you should have a short list of variable names, and their associated simple labels.
Next, we need to now tell the database which variables should map to which fields.
Click Save, and then Done to be taken back to the main Integration screen.
Now we need to click the Add Mapping button associated with our new Integration.
The first time you create a new mapping, you'll need to give it a name and specify the owner, then click Save to unlock the actual mapping options.
When it does, you'll see a table with two columns, the first denoting the Integration Fields you named in the previous section. In the second column is the database entry contained in the actual InsideSales.com system.
Now we simply line up our entries to the most appropriate field.
Notice as well the Post URL line in the left-center of the page. This is the URL that must be placed into the Web form code on your Web site(s), for any forms that should use this particular integration.
The code might look like something this:
<form name="editPage" onSubmit="return checkForm();"
The number at the end of the "action," like
correlates to the integration mapping (i.e., "Integration Mapping #12").
As an example, a post string for the site "test.insidesales.com" to submit the value "98765" to the "Zip" field to the integration with the identification number of "7" would look like this:
In the left dropdown for Integration Field, you may notice an option for a Static Field. A static field means the value for that field will be the same for every Lead captured from the form.
This is significant because it allows Sysadmins to set certain parameters for a new Lead record when it arrives, without having to include that information in the actual Web form code. This is a great time-saving feature, because you don't have to change the code on your Web site every time you need to update a static option, like Lead Source, or Campaign assignment. Simply make the change in the Field Mapping, and all records posted using that mapping will have the right values automatically assigned.
To use a Static Field, choose the option in the left dropdown, then select the InsideSales.com Field where the value should be put.
Static Field Values
Static fields are commonly used to set specific field values such as Lead Status, Lead Source, Campaign, Rating, and so on. After setting the InsideSales.com Field in the dropdown, input the actual value into the Static Data mapping, as shown.
However, some potential Static Fields require special consideration. These are marked with a double asterisk (**).
For these fields, rather than being able to simply type in the text for the field value, you'll need to input the system ID instead, typically represented as a number.
For example, to use a static field to assign Leads to a Campaign when they post, you can't simply type in the name of the campaign for the Static Data—"Google," or "Outbound Lead Calling," for example. You need to find and input the InsideSales.com ID number for the Campaign, as listed in the system.
To find the ID number for items like Campaigns, ACDs, or Routing Rules, you'll need to visit the appropriate area of the system. To get an ACD ID number, go to the ACD Manager in the Admin tab. To get a Campaign ID number, go to the Campaigns tab.
When you click to access the appropriate item, look at URL in your browser. For example, to get a Campaign's ID number, go to the Campaigns tab, and click on the name of a Campaign. Notice the string in the URL: campaign_id=8.
This ID number is what needs to be put in the Static Field data column for your static mapping.
When you've finished adding all of the field maps, click Back, and your Web Post Integration is ready to go! We recommend testing any forms a few times just to make sure that your Web form and Post Mapping are working correctly.
When a Lead comes in through a Web POST, the system looks to see if there is an ACD ID static variable included. If there is, ResponsePop immediately looks for available agents on the ACD. If it finds one, just like an inbound phone call, a screen pop appears on the agent's screen. The difference is that the dialer connects the agent, and then actually dials the Lead.
The entire process—posting the lead to the database, connecting the agent, dialing the Lead—generally happens in under 30 seconds, guaranteeing near-instant response times, and dramatically increasing the probability of making contact.
The value of this tool cannot be emphasized enough, especially if your company generates Leads from the Web. Take advantage of the power of ResponsePop.
ResponsePop can also be triggered as part of any ELF campaign. The possible settings, strategy, and scenarios for setting up an ELF-based ResponsePop are too numerous to discuss in detail, just understand that this is a possible action interval in the ELF system.
Many organizations outsource a portion of their lead generation activities to third-party providers, most of which live on the Web. There are dozens of providers for insurance, home mortgage, rental housing, and dozens of other markets and industries.
Lead providers offer lists of individuals with their contact information. These individuals are generally relevant to the industry vertical that you're targeting in that they expressed interest or they meet certain "qualifying" characteristics. For example they may have a mortgage, they are nearing retirement age, or they recently purchased a new car. Depending on your business these individuals may make a good match for your sales presentation.
Lead providers offer these lists on the basis of how "exclusive" they are for you. When they sell you an "exclusive" list, the understanding is that they are not selling the list to anyone else. "Semi-exclusive" then means that the lists may be sold simultaneously to other customers, and this is not all bad. The semi-exclusive leads will be priced lower and, as research suggests, whoever reaches those individuals first will have the highest probability of selling. An example of this is "Lending Tree" who advertises that they will deliver mortgage refinance offers from up to four companies. Whoever sets up their operation for speed and efficiency will get great returns on low-cost leads.
Of course the most "unexclusive" type of lists will be the "shared" leads where the provider makes no secret that they are as public as a telephone directory. In reality though, you can hardly call "exclusive" leads "exclusive" since it's impossible to say whether those individuals didn't sign up for information on several different web forms across the internet.
If your organization is purchasing leads from an online provider, we highly recommend automating the process of getting the leads from the provider and adding them your InsideSales.com database.
For many organizations, this process is no different than creating a Post Integration. You can ask your lead provider to post the information directly to your InsideSales.com database, creating a post URL with a field mapping.
To do this, you'll need to make arrangements with your lead provider(s) to do the actual post. You'll also need to have them provide a list of the post variables that they use, since each provider may use slightly different variable names.
Once you've created a mapping, ask the provider to test it with a sample post. When finished, any leads you get from that provider will post automatically to your InsideSales.com site—just as if the Lead had gone to your Web site and submitted the form themselves.
Whenever possible, this is the recommended solution for automatically adding third-party provider leads. Assuming the lead provider is willing to work with you, it's fast, relatively easy. Remember, the goal is to respond as quickly as possible, getting them on the phone nearly as quickly as they come in.
Again, the steps to take are:
Some lead providers can't or won't offer the ability to use a Web POST. In these cases, an alternative solution is to set up an automated email parser.
A parser is a third-party piece of software that runs alongside your InsideSales.com system and your mail client. When a lead provider emails a lead, the parser scans the contents of the email, extracts the relevant lead data, and posts it to your InsideSales.com system.
InsideSales.com is more than willing to help you with this process, but there will be a service charges to do so. Most of our clients that choose to do an email parser find that convenience, and speed of response more than defrays the cost, usually in a matter of weeks.
If this is an option your organization needs to pursue, please contact an InsideSales.com support representative for more details.
|InsideSales Field||Static Data||Purpose|
|**ACD Id||Id of the ACD you wish to push the lead to||Queue the lead in an ACD to be called IF there is an available agent.|
|**Call Now||0 or 1||Setting to 1 will ensure that the lead will be the next lead loaded into the dialer.|
|**Compliance Start Time||Time. Format req: XX:XX AM/PM||If Call Now is set, the system will check the compliance start and end times, and, paying attention to the Lead's local time, determine if it is between the compliance start and end times before putting it in the dialer cache. Excludes duplicate leads.|
|**Compliance End Time|
|**Dialer Initiative Id||Id of your dialer initiative that you wish to have the lead appear in||Sets the dialer initiative that you would like to have the new lead appear in. If you do not set a dialer initiative id the call will be queued up in all the initiatives and go to the next rep who hits Next Call or Save and Next in the dialer.|
|**Do Not Notify||0 or 1||If set to 1 the default owner will not receive a notification of the lead being created.|
|**Duplicate Campaign Id||Id of your duplicate campaign Id||Sends duplicate leads to a certain campaign to help you keep track of your duplicate leads. If you are not worried about capturing duplicate leads this can be left out of the mapping.|
|**Duplicate Check Basis||email, company, phone, or name||Will perform a duplicate check basis on the fields entered in the static data. The four fields listed are the only ones available. If you want to include multiple fields you will need to have them comma separated values such as: phone,email. Setting it as such means that either the phone or email can match up to a lead in our system for it to be marked a duplicate. This is an OR function. The phone number area code needs to be valid for this to work.|
|**Duplicate Owner ID||Employee ID number||Assigns a particular owner to all duplicate leads coming in through this mapping.|
|**Duplicate Time Frame (days)||Number of days||If an incoming lead is matched with an existing lead through the Duplicate Check Basis static field, the system checks the created date of the existing lead against the value in the Static Data, i.e. “30” in the Static Data field, so if the existing lead was created more than 30 days ago, the new lead won’t be marked as a duplicate.|
|**Email Template Id||Id of an email template||Will automatically send the specified email template to a lead.|
|**IVR Id||Id of an IVR||Initiates IVR with lead and given IVR unless inbound_initiative_id is provided AND there is an available agent.|
|**No HTML for Id Return||0, 1, 2, 3, or 4||0 will just return the lead Id in a table format.|
|1 will just return the lead Id as plain text.|
|2 will send back the ID in XML format.|
|3 will just return text "true" if lead was successfully added.|
|4 returns special XML code for Netquote|
|**Phone Survey Id||Id of the IVR that records a message to your lead.||Will have an IVR call the lead and record their message on the failover.|
|**Queue||Number of minutes||Set the number of minutes before a lead appears in an ACD. Must have an ACD Id in the mapping for this to work.|
|**Redirect Link||URL ex. http://www.insidesales.com||Set the URL where someone will be redirected after they submit their information to your site.|
|**Relate to Duplicate||0 or 1||Relates the lead to the original if it is marked as a duplicate. Will put - duplicate account: id=12345 days idle=0 in the company name field. This will be the Id of the original lead so you can search on it. You can set it so that if a lead is idle for X amount of days to use the new one and not mark it as a duplicate.|
|**Reroute if Idle Days||Number of days||Reroute lead if not modified for specifed 'reroute_if_idle_days' days using the routing rule Id.|
|**Return Lead Id||0 or 1||Returns the lead Id back to the provider as confirmation that the lead has been received. If you have a redirect link it will overwrite the return lead Id.|
|**Routing Rule Id||Id of the routing rule that you wish to send the lead through||Sends the lead through a routing rule.|
|Campaign||Campaign Id||Sets the default campaign to put the lead into when it is first created. A common practice is to put the lead into a campaign named after the lead source.|
|Lead Source||Id of the lead source||Sets the lead source of the lead when it comes into the system.|
|Lead Status||Id of the lead status||Sets the lead status of the lead when it comes into the system|