Inquirly Support Central

All live transfer calls will come from 512-764-1752.

Please save this number as a contact labeled “Inquirly Call” to the phone that will be receiving the live transfers. We also play a whisper message to inform you that the call is coming from us.

Desktop AND Mobile

Any time we route a lead to your account, we send out a lead alert. This is simply a notification sent via text message and email to let you know you have received a lead. You may include as many email addresses as you like and up to five numbers to receive texts. If you would like to add or remove contact, please email help@inquirly.com.

Please review our billing policies here: https://inquirly.com/billable-leads/

1. Calls are billable if:
   1. Caller is a decision maker
   2. An appointment is set
   3. Contact information is exchanged
   4. Caller is referred out to another company
   5. The call is missed (answered by voicemail or rings for more than 60 seconds)
   6. Pricing or an estimate is provided*
   7. Caller is in need of a service that matches the lead type and the is denied service due to lack of availability (Please PAUSE your account if you are unable to handle additional jobs)

*This can vary depending on the service type.

Please contact us at help@inquirly.com for more information on billable leads.

Please review our refund policy here: https://inquirly.com/billable-leads/. Please note leads are eligible for a refund for 7 days from receiving the lead. Any lead outside this window will not be eligible for a refund. Ensure that requests are submitted within this time frame. We highly recommend reviewing your leads multiple times per week to avoid missing the refund window.

If you would only like to receive leads during operating hours, please request to set up a Lead Delivery Window for your campaigns. For example, if you only want leads routed 7am-7pm M-F, we can set this up for you. Any leads outside of this window will not be routed to your account.

1. This is on the campaign level, so be sure to tell your account manager what campaigns you would like the delivery window applied to.
2. You can have different delivery windows for various days. So if your weekend hours vary from weekday, please include this information.
3. To add a lead delivery window, please email help@inquirly.com

1. All coverage area updates are done through the account management team.
2. You can provide zip codes, a radius from a central location, cities, or county lists.
3. Want to do a radius but you need to customize the shape? Use this tool to create a user defined area:
   1. https://www.freemaptools.com/find-zip-codes-inside-user-defined-area.htm
      1. Please share the zip codes to help@inquirly.com

If your account is using the automatic rebill option:

1. Automatic rebill is the default payment method. Please refer to the section “When Will My Card Be Charged” for details. In automatic rebill, our system charges the default payment method when the account balance dips below the required threshold for lead eligibility. We recommend this payment method.
2. Manual billing is another option if you would prefer to manually replenish the balance of your account. Any time the balance dips below the required balance for lead eligibility, we will send you an email alert notifying you. You will need to log in, add funds, and confirm you have the correct balance for lead eligibility. We do not recommend this payment method as it can cause the account to miss out on leads due to low balance.

1. If needed, we can set up automatic invoices to be sent weekly or monthly to the email address of your choosing. Please contact the account management team at help@inquirly.com to set this up.

Every business depends on leads and the various methods of generating them, but there can be drastic differences in lead generation techniques. Live transfer phone calls and form leads are two of the most popular options available, each with distinct advantages that must be taken into account.

Live Transfer Phone Call Best Practices

Live inbound phone calls can be the most effective lead source and provide the best opportunity to display excellent customer service. Phone calls can be the lifeblood of restoration companies. While all customer calls are equally important, lead generation calls should be handled in a different manner than organic calls. The following tips will help you succeed with our calls:

1. Answer the Phone Professionally

Many customer service experts will tell you that the way you answer the phone is just as important as the way you handle the rest of the call. Just answering with “hello?” can be the biggest mistake you can make. Answering with a simple “hello” can give the caller the impression that they are speaking to a personal cell phone, which can damage credibility and trust. The best way to answer is to introduce yourself and your company. This will help establish confidence and show that you are professional.

2. Answer the Phone by the Fourth Ring

Answering the phone promptly is a small courtesy that can make a big impression. It shows that you value the caller’s time and are ready to help them in a timely manner. Answering the phone quickly is a key customer service technique that will help your business build rapport and show that you’re invested in providing a positive customer experience.

3. Just Pick Up the Phone

This is the easiest tip to enact in your business. If you want more jobs and a higher conversion rate, just answer the phone. Believe it or not, one of the most common phone mistakes is not answering the phone. This can be a costly mistake, as it can lead to missed appointments, lost customers, and decreased profit.

4. Qualify the Lead

Qualifying leads is one of the most important tasks in any sales process. To do it properly, you must ask specific questions about what the other person needs and wants from your product, so you can accurately determine whether they fit into your target market and qualify as a good lead. Here are a few questions to consider asking callers when qualifying the lead:

• What issues are you experiencing/tell me about what is going on
• Is there a specific service you are looking for?
• Are you the homeowner or property owner?

The next step after confirming that the caller is an auhtorized decision maker, is in need of a service you provide, and is in your coverage area, is to exchange contact information and set an appointment. Only do this AFTER qualifying the lead, as both of these actions will classify the call as billable. Never give pricing over the phone! Let the caller know you need to inspect damage before giving an accurate price.

Form Fill Best Practices

For best results with the form fill leads, we have compiled tips from our partners who reported high conversion rates.

Contact the lead within FIVE MINUTES of receiving the lead. After 30 minutes, conversion becomes drastically more unlikely.

Have a small intro message drafted on your phone’s notes app and send it out immediately when you get the email/text lead from us. Something like ” Hi _____ this is Joe with Mold Pros. I just got your request to have some mold removed. I will give you a call shortly.”

Even if you are free to call the lead, it is important to send this text because it:

• Familiarizes the prospect with your name and company
• Lets them know you are going to call them and to be on standby
• This will prevent them from contacting other companies

Call the lead 5 minutes after you send the text. If they do not pick up the phone on the first attempt, immediately call back. Even though you sent the text, there is a chance that they might not have seen it.

The response rate for phone calls is 70% higher if you call back to back on the 1st attempt. Many people will pick up because it appears urgent and you can simply say ” Oh sorry about that Mr. ____ looks like my phone dropped that last call..” and then immediately start presenting your services and what you can do to help the homeowner.

If they do not pick up the phone at all, leave a voicemail and send an email letting them know you called earlier, want to come out to assess the issue, and make sure you leave your phone number/contact info.

Text/Call/Email the lead 2-3 times a day or more (whenever you have free time) until you get them on the phone. There is no limit on how many attempts can be made.

Employee: Hi, this is [employee name] with [company]; how may I assist you today?

Client: [explains issues]

Employee: May I know if you are the homeowner, business owner, or authorized decision-maker in this situation?

• If Yes, continue the call.
• If No → Employee: Unfortunately, we can only schedule work with homeowners, business owners or decision-makers. Please contact them to resolve this issue and have them call us back.

Employee: Where is the property located?

• If the location is within your service area, continue the call.
• If the location is outside of your service area → Employee: Unfortunately, that location is beyond ourservice area, and we are unable to assist.
  • Contact your account manager to update your coverage area at help@inquirly.com if this occurs.

Employee: Please further describe the issue you are experiencing.

Client: [explains issues]

• If the issue is related to a service you provide, continue the call.
• If not → Employee: My apologies; this line is specifically for situations involving [your services] and we are unable to assist you. [End call]
• Employee (If yes): Can you provide an estimate of the size of the affected area?

Employee: (Describe services the company offers)

Employee: Is this what you need assistance with?

• If Yes, continue the call.
• If No →Employee: It appears that you do not require our services. We recommend contacting a [professional that could assist] instead. [End call]

Employee (If yes): Thank you for providing the necessary information. We will now proceed to schedule an inspection/consultation/appointment.

Employee: May I have your first and last name, please?

Client: [provides information]

Employee: What is the best phone number to reach you?

Client: [provides information]

Employee: What day and time works best for you?

Client: [provides information]

Employee: Great. We will see you then. Please keep an eye out for an email confirming your appointment. Thank you.

Here are a few potential questions you may consider asking to help assess if your services are required. This are only recommendations and are not required.

1. Are you the property owner? If not, do you have authorization to approve work?
2. Will this be through insurance or selfpay?
3. Tell me about the issue(s) you are experiencing. What service are you looking for?
4. Mold only: do you have visual signs of mold? If not, tell me about what makes you think you may have a mold problem.
5. Water only: what is the source of the water? –> if they need/are looking for a plumber, foundation specialist, or roofer and your service is not needed yet, tell them to call back when they are ready to set an appointment with you.
6. Water only: has the source of the leak been fixed?
7. What size area has been affected? When did the issue first occur?
8. When are you looking to have service completed?