Podium
Transcript: Overview WHAT IS PODIUM? Centralizes Interactions Collects Reviews Creates a Record of Employee Contact Podium is a privately held technology company headquartered in Utah that develops cloud-based software to help businesses modernize customer interactions, such as messaging and customer feedback, and improve their online reputations. Centralized Customer Communication Centralized Customer Communication With Podium, you can conveniently manage and respond to every message across multiple channels, all from one platform. Leads Questions about an existing account Reviews Requests for extra services Requests to set up online bill pay Away messages generated by the automated call notifications Types of conversations Life-cycle of a Podium Lead Lead comes in on Podium CSR Support assigns conversation to appropriate CSR CSR communicates with customer through Podium to set up appointment Lead is scheduled and put in the system Technician goes out for estimate Technician sells service and sends customer a review invitation Customer completes online review and APC gets a notification from Podium The marketing team responds to reviews Respond as soon as you receive the message Double check your spelling and grammar, always send professional responses Should sound like one consistent conversation Texting/web chat is their preferred method of communication, so do not call them unless necessary Practice active listening (reading) and really pay attention to what they are asking Make sure you have the correct information before relaying it Best practices when responding to a conversation on Podium: Best Practices Collecting Reviews Collecting Reviews Conveniently collect reviews on multiple sites using one platform effortlessly with a simple text. Manage all your reviews from within Podium in real-time, so you can instantly respond to customers. Best Practices Best practices for sending review invitations: Ask the customer's permission to send the link and whether they would like it via email or text Send the link while you are still there so that you can walk them through the process if necessary Do not call it a "Podium review" because that is industry jargon that the customer will not recognize. It is best to say "Online review" because it can come from Google, Facebook, Yelp etc. Never send a customer a review link outside of normal business hours unless you are currently servicing their property and they know you are going to send it Accolades Special recognition for positive reviews: Whether you are a technician or CSR, if a customer leaves a positive review for you or mentioning your name, you will receive company wide recognition. This may be in the form of an email, a manager reading the review during a company meeting, or even the marketing department using the review in an ad or promotional materials. Incentives Incentives for reviews: Although technicians are required to send a minimum of 5 review invites per month to be eligible for their commission, that is not the only incentive to send them. Why is it important? Why do reviews matter? Employee Communication CSR/Technician Communication: Throughout the day CSRs and technicians need to communicate with each other often. Texting through Podium prevents the phone lines from being clogged with these calls. Podium also provides a record of your conversation that both parties can go back to for reference
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