The #1 best time to touch base with new leads who call you is the moment they hang up the phone. And now you can, with Smith.ai’s Text & Email Follow-Up. While on the phone, or immediately after the call, our receptionists can send custom email and/or text messages to your callers. Just let us know who to send it to (qualified leads, current clients, etc.) and what you want it to say. From emailing your lead an intake form before an appointment to texting a loyal client a review request, Smith.ai can send follow-up messages encouraging responses from your callers.
Following up allows you to remain at the forefront of your lead’s mind and reinforce your relationship with them.
For example, say you had a great conversation with a new lead. They’re a perfect fit for your business and seem to be interested. All signs point to a sale. A follow-up message can help steer the lead in the right direction. Follow-up messages don’t just help lead conversions. Sending a follow-up message after a call means your business can benefit in 6 important ways:
When a lead is considering other options, stand out by sending a follow-up message. If a lead isn’t ready to make a decision or book an appointment, sending a follow-up with the scheduling link lets them come to you on their schedule and provides another touch-point for the lead.
The best advertising strategy integrates different types and forms of media. Share links that take your audience to new videos, articles, or other content.
Use follow-up messages to show you care about their experience and can anticipate their needs
For example, if a lead booked an appointment with you, sending them an email thanking them for scheduling time and sending them information on what to expect* shows your lead a few things:
Put on your consumer hat and approach from the buyer’s perspective. Create an engagement strategy that involves listening and researching as much as it does brand promotion. One example is to send a customer satisfaction survey. Consider asking a question to elicit a response and spark a conversation.
It’s no surprise that every person is different and has a preferred communication channel. By sending both email and SMS, you’re letting them reply in the way they are most comfortable with.
Telephobia (reluctance or fear of making phone calls) affects up to 76% of millennials and 40% of baby boomers. Open up the possibility to engage via non-verbal, low-pressure channels the lead or client may be more comfortable with.
When it comes to following up after a call, the way you reach out can make all the difference. Sure, a simple phone call can work, but it’s not a one-size-fits-all solution. And it’s not difficult to see why. Digital communication methods, like texting and emailing:
To meet your callers where they are and start having conversations that drive real results, you will need to include multiple communication tactics to better match individual consumers’ needs.
Now, with the option to send SMS text messages & emails, you can provide custom messages that more adequately address your caller's needs.
For example, if a lead booked an appointment with you, sending them a text message thanking them for scheduling time with you and sending them directions to your office shows your lead a few things:
SMS and email follow-ups are the future of your business, so get with the times and start taking advantage of the technology available to you to communicate with your callers and serve your clients more effectively.
After our receptionists have qualified the lead, we can book a consult appointment and immediately send an intake form.
Thank you for calling [Company] and scheduling a consultation. As a reminder, your virtual appointment link will be emailed to you shortly.
Please fill out this intake form at least 24 hours before your appointment: [Link] If you neglect to fill out the intake form, your appointment will be canceled or rescheduled.
If you have any questions before your appointment, please call [Phone Number].
Not everyone is ready to book an appointment on the first call. Maybe they are still undecided on purchasing your products or services and still gathering information. They may need to consult with a business partner, spouse, or family member. Or maybe they simply don’t have their calendar in front of them.
Smith.ai’s agents can gather their basic information and if the caller isn’t ready to book a meeting on a call, we can send a booking link with a brief friendly message after the call. This gives the caller breathing room to make a decision. It also shows that we are easy to work with and trustworthy (we followed through, and did what we said we would). You can create multiple messages for different appointment types, as well.
Thank you for calling [Company Name] today and considering us for your case. As I mentioned on the call, when you’re ready to book an appointment, you can do so here: [Link]
You’ve done the work and the client is happy. Now it’s time to ask for a positive online review or testimonial to help spread the word about your products and services! Set your business up for success down the line by leveraging current clients’ sentiment.
Pair this with an outbound call for the biggest impact. Our receptionists can educate customers on the importance of leaving online reviews and encourage them to leave positive reviews for your business.
For leads that are not inside your service area or practice area, we can call to make a recommendation to a referral partner. Not only does taking the extra effort to provide a referral create a positive customer experience that will be remembered, but you can also monetize “bad” leads by earning referral bonuses from partners.
Sending this information as a text or email ensures the caller gets the correct information.
As I mentioned on the call, we highly recommend [Partner Company]. They can be reached at [phone] and [email].
Include a link to a relevant blog post, e-book, or video in your follow-up.
Thanks for your interest in [Product]. As I mentioned on the call, here is the youtube link to learn more: [Youtube Link]
We’re thrilled you reached out about handling your [Practice area] case. Read our latest ebook on [Case type topic] here: [link]
Managing client expectations is the easiest way to keep them happy. Don’t promise things you can’t deliver on. Be honest and up-front.
Thanks for contacting [Company], it was a pleasure speaking with you! Our team is reviewing your new client request form. Due to high demand for our services, an intake specialist will be in touch with you within 24 hours. Thank you!
Reduce no-shows or unprepared meetings that waste time.
Thanks for booking an appointment. Our office can be challenging to find. Google Maps will take you to the front of the building, but the entrance is around the back. [Google Maps Link]
Following up with leads doesn’t have to cost a fortune and with Smith.ai, it doesn’t have to. You can add text & email follow-up to your existing Smith.ai plan for as little as $0.50 per call. That’s cheaper than a candy bar.
The value of your clients is a critical part of the conversation. You know how much a client is worth. Follow-up messages pay you back within a single lead conversion. That’s an investment that’s practically guaranteed to give you back more than you ever put in.
Check out our virtual receptionists pricing for more details.
Looking to get started? Email us at email@example.com with the subject line “Text/Email Follow-Up” and let us know your preferences by answering these simple questions (remember, you can customize up to 13 unique messages):
That’s it! We’ll start following up with your callers as requested in a day or two. Want to test it out? Just call your Smith.ai number and ask our receptionist to send you the message. Remember, we never charge for test calls.
Why wait for leads to come to you when you go to them? Email firstname.lastname@example.org to get started now.
If you're already a Smith.ai client and need help with SMS & email follow-up, please email email@example.com.
If you're not yet a Smith.ai client, please schedule a free consultation to get started with our virtual receptionist services or email us at firstname.lastname@example.org. We'll help you select the best plan to match your firm’s growth goals and budget.