How to Initiate a Follow-Up Call on a New Lead Submission

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Overview

Why Initiate a Follow Up Call Immediately

In April 2018, Drift.com conducted a lead response experiment and found that "90% of all companies didn’t respond in under five minutes." And according to research in the Lead Response Management Study by Insidesales.com; "the odds of qualifying a lead if called in 5 minutes versus 30 minutes drop 21 times". This means that speed and timing when responding to a web-generated lead is critical.

Retreaver’s Live Agent Call Initiation enables lead activities on a web or mobile site, and where a phone number is captured, to initiate an immediate phone call back from your sales team to that lead. When your sales team is available your lead is called, with a live agent on the line, right away.


How It Works

Retreaver’s Live Agent Call Initiation works in tandem with a web form and is triggered on providing of a lead's phone number and/or submission of that form:

  • A lead visits your web site and fills in their information including phone number as a required field (i.e. Demo request, contact form, white paper registration, etc)
  • On submit, Retreaver calls your agent(s)
  • If an agent is available and picks up, they are prompted that a new lead is calling and to wait as they are connected. If an agent does not answer, then the call to the lead is simply cancelled and the regular form submission workflow continues.
  • Retreaver then calls the lead as if the agent is calling them.

Your lead receives the call from the first agent on your team to pick up the phone so they can get the information they need to complete the sale.

Getting Set Up

Add Your Web Form

On your web or landing page ensure that the form for the Live Agent Call Initiation captures the lead’s phone number.

For this document we are using the following form for the example:

<form id=”myform”>
<input type=”text” id=”name” placeholder=”Name” />
<input type=”text” id=”email” placeholder=”Email” />
<input type=”text” id=”phone_number” placeholder=”Phone Number” />
<input type=”submit” value=”Submit” />
</form>

Configure Retreaver

Start With A Campaign

Create or update a Campaign in Retreaver to use with the Live Agent Call Initiation. Ensure you have at least one agent set to receive calls.

Add a Whisper Prompt. This will message your agent when they first answer the phone. For example:

call-initiation-whisper-prompt.png

Be sure to provide your agent with the context of the caller that will help them speak with the lead.

Turn on Click to Call

From the campaign summary view. Toggle the Click-to-call option to on.

click-to-call-toggle.png

Add a Number Pool

To track the form data with the call, you will need a number pool set to track “per-visitor” (Read more about using number pools)

per-user-number-pool.png

Update & Add Retreaver.js

Use the “Advanced” version of the Retreaver.js for your Landing Page / Website.

advanced-retreaver-js.png

Step 1. Add data from your form (Name, Email, Phone number in our example) onto the tracking number by using the add_tags and/or replace_tags methods (see the online documentation for retreaver.js).

For example, if using jQuery you could assign the form data with the following:

$('#myform').on('change', function () {
  form_name = $(‘#name’).val();
  form_email = $(‘#email’).val();
  form_phone = $(‘#phone_number’).val();
  number.replace_tags({name: form_name, email: form_email, phone: form_phone});
});

As leads update information in the form, the assigned tracking number is tagged with data as part of the session.

Step 2. To initiate the call process you will need to bind it to an event (typically the form submission). An example of initiating the phone call on the form’s submit event using jQuery is:

$(‘#myform’).on('submit', function () {
  number.initiate_call(phone, {name: form_name, email: form_email, dial: phone, live_agent: true}, callInitiated);
  })

function callInitiated(call) {   
}

Note: The dial and live_agent tags in the initiate_call method are the two critical tags for turning Live Agent Call Initiation on.

Step 3. Check your code and add it to the bottom of the <head></head> section of your page.

For our example in this document, the full code would look like:

<script type="text/javascript">
(function () {
  var scriptElement = document.createElement('script');
  scriptElement.type = 'text/javascript';
scriptElement.async = true;  
scriptElement.defer = true;  
scriptElement.src = document.location.protocol + '//dist.routingapi.com/jsapi/v1/retreaver.min.js';   
scriptElement.onload = scriptElement.onreadystatechange = function () {

   Retreaver.configure({
host: 'api.routingapi.com',    
prefix: document.location.protocol == 'https:' ? 'https' : 'http'     
});   
 
var campaign = new Retreaver.Campaign({campaign_key: 'CAMPAIGN KEY'});    
campaign.request_number(function (number) {   
   
$('#myform').on('change', function () {         
form_name = $(‘#name’).val();
      form_email = $(‘#email’).val();
      form_phone = $(‘#phone_number’).val();
      number.replace_tags({name: form_name, email: form_email, phone: form_phone});
    });   
 
$(‘#myform’).on('submit', function () {
      number.initiate_call(phone, {name: form_name, email: form_email, dial: phone, live_agent: true}, callInitiated);
      }); 
   
function callInitiated(call) {
      };    

});   
};   
(document.getElementsByTagName('head')[0] || document.getElementsByTagName('body')[0]).appendChild(scriptElement);
})();
</script>

That’s it. Remember to update the Number Replacement under the Retreaver.js tab for the campaign.  When you load your page you will now see the Number Pool numbers display.

Add Tags

Your Retreaver.js will be assigning data to the number as tags. To make tags available as tokens and in reporting. Register them using Tags in Retreaver.

new-tag.png

Creating text tags for the form fields are the easiest type to use. In our example, we create two tags:

  • name
  • email

Test Your Calls

You’ll want to test the process and calls in stages. For our example the following steps can help you troubleshoot set up:

  1. Make sure the agent receiving the call in the campaign is your phone number (Pause others if needed).
  2. Load your web page and enter in a name, email and phone number.
  3. Open your Numbers list in Retreaver. You should see a number in the list that has been tagged with the name and email.   If you do not see a number with tags. Check that you are adding tags to the number correctly in your script and that you named your tags the same as the values in the Retreaver.js.
  4. Submit the form. This should trigger a call into the campaign that routes to your number in step 1.
  5. Answer the phone. Confirm the whisper has been played and that the lead is then called.

After your test review the call log to confirm the data you captured.

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