Workflow

Analytics SupportPolicies and procedures

© 2013 Regalix Inc. Confidential. All rights reserved 1

Contents

Introduction Lead Status and procedures Telephone Etiquette E-mail Etiquette


Introduction


In this module we would discuss the various procedures of how and when to connect

with an advertiser for example what do I do when a lead is assigned to me.

Also we would understand the various lead status on sales force and the actions

required on them.

Lead Status and procedures


Lead Status:

In Queue: Any lead when assigned to an implementation consultant would first be in this status.

• Attempting Contact: When an implementation consultant makes his first attempt to contact an advertiser/web master.

• In Progress: When an implementation consultant has spoken to the advertiser/web master about the purpose of the call.

• Implemented: When the assigned task on the lead is completed and Verified.

• Dead: No response on the lead or no actions can be taken.

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•In Queue: As discussed earlier this is the status a lead would be in when a lead is assigned to an implementation consultant below are the policies and procedures that need to be followed during this course.

- All leads in this status have to be called the same day as long as there is no appointment date and time mentioned.

© 2013 Regalix Inc. Confidential. All rights reserved

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• Attempting Contact:

This is a status when an implementation consultant attempts to reach the advertiser/webmaster however fails to establish contact.

Eg: Voice mail.

This status has a three Sub-Status:• AC – Voicemail (If we reach the Voicemail)• AC – Gatekeeper (If we reach the Reception)• AC – No Answer (If there was no answer on the phone)


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• In Progress: A lead would be in this status when an implementation consultant has established

contact with the advertiser/webmaster and mentioned the purpose of call for Eg: Implementation of the conversion Tracking code.

This status has a three Sub-Status:• IP-Advertiser delay: This sub-status is used when the instructions are sent to the advertiser/web master

and he needs to time to have this implemented.

• IP-Regalix delay: This sub-status is used when we need time to create instruction for implementation

(Technical difficulties).

• IP-Google delay: This sub-status is used when there is no response from the Google representative for

the details asked for.


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• Implemented: Once the advertiser/webmaster has implemented the code on the website post

verification the status can be changed to Implemented.

Eg: once the advertiser has set up Google analytics we need to verify the same using Google Tag assistant. Below is a screen shot for the same.


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Also another way of viewing the code is by going to the source of the web page• Right click on the web page• click on view page source and search using the values on the code snippet


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• Dead: A lead is considered dead in two situations: 1. When an implementation consultant reaches the advertiser/webmaster and they

mention that they are not interested in installing the code. 2. when it is technically not feasible to have the implementation done.

This status has two sub-status;• Not Interested• Technically unfeasible


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• Procedure:Once a lead is assigned to you the lead will be In Queue status.1. The first step is to is to understand the type of installation or support and update the

same on sales force. Below mentioned is the list of Installations; - Conversion Code - Re-marketing Code - Analytics Code - Analytics Support >Cross Domain Tracking

>Event Tracking Setup >Goal Setup >E-commerce Analytics Setup >Sub Domain Tracking Setup >Youtube – Analytics linking Setup >Adwords to Analytics Linking Setup

- Mobile Support

>Enable Mobile Redirects

>Adwords Click to Call Conversion Tracking >Enabling Google Analytics


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2. Analyze the website: - Check if the website is an E-commerce or lead generation website

- Check the platform used to build the build the website and update the platform in Sales force.


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Lead Status and procedures- Check if the advertiser is using a third party software to track traffic, conversions etc.

and update the same in the third party software field on Sales force.

Use relevant tools to check the platform and third party software:


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Lead Status and procedures3. Check if the lead has an appointment

- If yes then ensure that we adhere to the timeline and call the advertiser or

webmaster at the requested time. - If no then the first attempt to reach the advertiser or webmaster has to be made the

same day.

Note: If the advertiser is unavailable at the time of the appointment an e-mail needs to be sent to the Google representative about the same.


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Lead Status and procedures4. Before you call the advertiser ensure that you have the instructions ready - The Tech resource will create the instructions based on the scenario, Fill the

details on the link mentioned below and the instructions will be sent in the next hour to 24 hours based on the technicalities

https://docs.google.com/a/regalix-inc.com/spreadsheet/viewform?fromEmail=true&formkey=dDlPYkxkc080V2R1U2thZUUwRzhBLVE6MQ

Below is a screen shot of the form:


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• Once all the details are updated on sales force and the instructions are ready we can contact the advertiser.

The ideal transition of a lead from In Queue to Implemented has to be completed thesame day however due to various complication it is difficult to achieve the same.

DAY-1:First attempt to contact the advertiser has to be established the same day when the leadis assigned to you and if you are unable to reach the right contact ensure that you leavea message with the gate keeper or on the advertiser’s voicemail.

Note: only Two voice mails can be left in five working days

If the contact is established we need to ensure that the instructions are sent to theadvertiser while on the call and we need to try and have implementation done the sameday or on the same call.

Note: Post implementation an e-mail needs to be sent to the Google representative about the same.


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Lead Status and proceduresExample: Mobile Redirect


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Example 2: Google Analytics


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If we are unable to establish contact on day - 1 an e-mail needs to be sent to the primary contact mentioning the reason for call.

Example:

Hi Elise,

My name is Saif, and I am on the Tag Implementation team supported by Google.

Earlier this week you called Google AdWords Support and spoke with Mona Weng regarding your Conversion Code. I am sorry you are having difficulties with this setup; I would love to help you get it installed correctly.

I just gave you a call, but unfortunately I got your voicemail. Please let me know a good time that works best for you to go over the details. I assure you the entire process will be short and will prove beneficial.

I am looking forward to speaking with you soon Thanks & RegardsSyed Saifullah Implementation Consultant, support by Google Inc.1800-993-3483


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Lead Status and proceduresDAY-2:We will make another attempt to reach the advertiser however ;

If we reach the advertiser we need to ensure that the implementation has to be done the same day.

Note: only Two voice mails can be left in five working days

If we are unable to establish contact with the advertiser an e-mail with the instructions needs to be sent to the advertiser.

Example:

Hi ______, Please allow me to introduce myself, I am ______ from Regalix. We have been contracted by Google to help you implementType of installation (desired action on the website eg: Appointments, signups) Your Google representative Google Rep’s Name was certain that we could help you with getting the tracking codes setup onyour website. I left you a message yesterday since I was unable to reach you and I have also attached the instructions forimplementation Kindly let me know a good time that works best for you to go over the details.

I look forward to your response Best regards, Your name | Implementation Consultant | Regalix Inc. Your no# | Direct 2275 E. Bayshore Road, Suite 103, Palo Alto, CA 94303 USAYour E-Mail| www.regalix.com | 1800-993-3483

Post the instructions are sent we will not contact the advertiser for three working days.


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Lead Status and proceduresDAY-6:This will be our third attempt to reach the advertiser;If we are able to establish contact advise that the instructions for implementation have been sent to him

via e-mail. Also confirm if the e-mail address on record is accurate.

If we were unable to establish contact an e-mail needs to be sent to the Google representative advising about the attempts made to reach the advertiser.

Example:

Hi Julianne,

Please be advised that we have made multiple attempts to contact John Warren from 2 Better Golf (CustomerID:748-051-1965)to help them install the conversion tracking code. However there has been no response from theadvertiser.

please advise the next course of action.

Appreciate your assistance. Thanks,Syed Saifullah Implementation Consultant | Regalix Inc. 2275 E. Bayshore Road, Suite 103, Palo Alto, CA 94303 [email protected] | www.regalix.com | 1800-993-3483

- Based on the response received from the Google representative the next action will be taken - If there is no response from the Google representative within two working days a follow up e-mail

has to be sent.


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Lead Status and procedures• Delays:There are three types of delays which occur when a lead is in progress status

1. Advertiser Delay2. Regalix Delay3. Google Delay

Advertiser Delay:This sub status is used when the advertiser fails to install the code on the call.

During these situations we would first try to get a timeline for installation, analyze The reason for delay.Eg: is the advertiser busy, is the web master unavailable etc.

If there is no timeline provided the default turn around time will be two working days.

Regalix Delay:This sub-status is used when we need time to create instruction for implementation. Eg: If the advertiser does not have a thank you page, If the advertiser uses a

complicated content management system, etc.

In these situations we need to ensure that advertiser is informed about the delay and also provide a timeline for the same.


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Google Delay:This sub-status is used when there is no response from the Google representative for the

details asked for. Example: Incorrect contact details, etc.

An e-mail needs to be sent to the Google representative about the issue, Post which if wedo not receive a response in 48 hours a follow up e-mail must be sent requesting thesame. Example:

Hi Morgan,

Please be informed that the Phone no. provided for the advertiser CPAPMaskDeals.com (Oscar Ott) with CID : 253-884-4803 is incorrect. Please provide us with the correct Phone no. As this is delaying the process of implementation .

Best Regards, Joshua Stanislaus | Implementation Consultant | Regalix Inc.| Toll free | 1-800-993-3483 | 2275 E. Bayshore Road, Suite 103, Palo Alto, CA 94303 USA. Email | [email protected] | www.regalix.com |


24© 2013 Regalix Inc. Confidential. All rights reserved

1 In Queue

Inbound Outbound

Appointment scheduled?

Yes No

Research & call when scheduled

Call Post research

Advertiser reached?

Yes

No

Provide instructions to implement the code while on call

Leave voice mail and also send an e-mail about the reason for call (Inform the Google Rep )

Check the reason for call

Create a lead on sales force

Code Installed?

Yes

Verify if the code has been installed correctly

Update lead as Implemented

No

Appendix

A

Inbound/Outbound

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2Appendix A Code not installed

Advertiser delay

Regalix delay

Google delay

Webmaster Busy/ advertiser busy

Request for an appointment to be scheduled?

Yes No

Outbound Inbound

Investigating a new platform to create instructions

Awaiting contact details from Google representative


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1 In Queue

Advertiser reached?

Yes No

Voicemail left

Case study-1 Outbound

Advertiser busy? E-mail sent with detailed

instructions

Outbound

Day 1

NoYes

Schedule an Appointment

Outbound

Day 2

Installation completed?

Yes No

Verify installation

Update lead as Implemented

Day 3

Outbound


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Telephone Etiquette

Introduction Outbound calls Inbound calls


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Telephone Etiquette

IntroductionAn individual needs to follow a set of rules and regulations while interacting with theother person over the phone. These are often called as telephone etiquettes. It isimportant to follow the basic telephone etiquettes as our voice plays a very importantrole in creating an impression of our personality, education, family background as well asthe nature of job we are engaged in. The person giving the information is called thesender and the second party is the recipient.

Presenting a professional image, both in person and on the telephone, is very importantin the Office Skills profession. Taking care of your customers over the telephone andmaking them feel well informed and appreciated is essential. Whether you are the frontoffice receptionist or an executive secretary.


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Telephone Etiquette

Outbound call:

1.Always identify yourself properly. When calling a client or customer, whether in personor when leaving a message, always identify yourself properly by providing your name,company name and contact telephone number. For example, "Good afternoon Mr. Brown,this is John from Regalix" Always be aware of confidential information when leavingmessages. Also, be aware of people around you while talking on the phone. Bediscreet! Someone next to you might overhear confidential information that couldnegatively affect your business.

2. Avoid leaving long winded messages. Remember, someone has to listen to yourmessage, write it down and then act upon it. Your message may be just one of manymessages that need to be handled. It is often a good habit to write down or type outyour message in advance. Keep it brief and to the point.

Attached are the scripts used during an outbound call


Microsoft Office Word Document

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Telephone Etiquette Incoming call:

1. Speak clearly. A picture paints a thousand words but the caller on the other end ofthe phone can only hear you. They cannot see your face or body language. Therefore,taking the time to speak clearly, slowly and in a cheerful, professional voice is veryimportant.

2. Use your normal tone of voice when answering a call. If you have a tendency to speakloud or shout, avoid doing so on the telephone.

3. Do not eat or drink while you are on telephone. Only eat or drink during your coffeebreak or lunch break.

4. Do not use slang words or Poor Language. Respond clearly with “yes” or “no” whenspeaking. Never use swear words.

5. Listen to the Caller and what they have to say. The ability to listen is a problem ingeneral but it is very important to listen to what the caller has to say. It is always a goodhabit to repeat the information back to the client when you are taking a message. Verifythat you have heard and transcribed the message accurately.


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Telephone Etiquette

6. Be patient and helpful. If a caller is irate or upset, listen to what they have tosay and then refer them to the appropriate resource. Never snap back or act rudeto the caller.

7. Always ask if you can put the caller on hold. If you are responsible for answeringmultiple calls at once, always ask the caller politely if you may put them on hold.Remember that the caller could have already waited several minutes before gettingconnected to you and may not take lightly to being put on hold. Never leave theperson on hold for more than a few seconds or they may become upset and hangup.

8. Always focus on the call. Try not to get distracted by people around you. Ifsomeone tries to interrupt you while you are on a call, politely remind them thatyou are on a customer call and that you will be with them as soon as you areFinished

Attached are the scripts used during an inbound call



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E-mail Etiquette

Introduction Tips to avoid errors


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E-mail Etiquette Introduction

Electronic mail, commonly referred to as email or e-mail, is a method of exchanging digital messages from an author to one or more recipients.

In this module we will go through the various common errors which are made while composing an e-mail and also tips to avoid these errors.


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E-mail Etiquette

Ten tips to avoid errors while writing e-mails:

• Read before sending and fix your mistakes

Every time you send a message with errors in spelling, punctuation, or grammar you are

letting people know that you do not care about the quality of your work or the reputation

of your organization.

• Ignore the mistakes of others

It is petty to criticize mistakes such as incorrect spelling. It can cause anembarrassing situation and/or invite nasty reprisals. Fix the errors before replying orsending the e-mail on to others.


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E-mail Etiquette

• Do not e-mail when angry or upset

Take ten and breathe. Remember, perception is subjective. What you perceive maynot be what the sender intended. Calm down before responding to a message thatoffends you.

What you send cannot be taken pack, so wait and then be polite. Avoid accusations andusing abusive language. Words such as: please, sorry, and thank you project a positiveand productive image.

• Expect your message to go public

Private e-mail is an oxymoron. It’s like saying one is a little bit pregnant; it does nothappen. Security administrators have access to it, and recipients might send it to others.Keep that in mind when you are writing. Pretend that every e-mail is a memo thatmight be posted on a bulletin board in the hall of your organization.


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E-mail Etiquette

• Send request in time

When it is necessary to request help or support, or introduce a problem, do not wait untilthe last minute. Last minute messages frustrate and alienate people. E-mail can takeminutes or hours to arrive, so plan ahead..

• Respond immediately or make a note to respond soon

Respond to e-mail as you should to phone messages. If you need time to think aboutyour response or time to gather information, let the sender know that you will get backto them.


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E-mail Etiquette

• Write a good subject line.

Let the receiver know what to expect. A good subject line flags interest, and itmakes it easier to find days later. The subject line is the true reason you aresending the e-mail.

• Type like you would write a letter.

E-mails can be difficult to read. Use short paragraphs and always put blanklines between paragraphs. Avoid all capital letters [SHOUT], emotional icons[ :) ], unique abbreviations [lol], and excessive punctuation [!!!!]. Yes, I amguilty here too.

Attached are the E-mail templates used to communicate with the advertiser







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