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WHAT IS PODIUM?
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.
Overview
Centralizes
Interactions
Collects
Reviews
Creates a
Record of
Employee Contact
Centralized Customer Communication
With Podium, you can conveniently manage and respond to every message across multiple channels, all from one platform.
Centralized
Customer
Communication
- 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
Lead comes in
on Podium
The marketing team responds to reviews
CSR Support
assigns conversation to appropriate CSR
Customer completes online review and APC gets a notification from Podium
CSR communicates with customer through Podium to set up appointment
Life-cycle
of a
Podium Lead
Lead is scheduled and put in the system
Technician sells service and sends customer a review invitation
Technician goes out for estimate
Best practices when responding to a conversation on Podium:
Best Practices
- 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
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.
Collecting
Reviews
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
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.
Accolades
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.
Incentives
Why do reviews matter?
Why is it important?
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