User's Guide for Reactive Responses

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User’s Guide for Reactive Responses

What Are Reactive Responses?

Have you ever asked yourself, “Who do I even prioritize contacting from my database? How do I start conversations with these people?” The new Reactive Responses feature enables your Lead Manager to identify potential clients who are exhibiting key behaviors, such as frequently visiting your site, viewing the same listings multiple times, and favoriting properties. Your CRM will then automatically send a text to these individuals in order to spark engagement. This means less time you have to spend filtering lists, composing templates, and manually sending messages.

Which Behaviors Are Targeted?

Reactive Responses will be sent to any of your leads who demonstrate activity through the following behaviors:

  • Lead revisits website after 14 days of inactivity
  • Lead visits website 3 times in 7 days
  • Lead views the same property 3 times within 5 days
  • Lead views 10 properties within 7 days
  • Lead favorites a property
  • Lead updates their phone number while visiting the website
  • Lead views home valuation 3 times in 30 days
  • Lead views views market report 3 times in 30 days

Do I Have to Write the Messages or Pick the Leads?

Nope! Reactive Responses is a totally done-for-you lead-engagement tool. Any lead that exhibits one of the above behaviors will automatically receive a pre-written text. All you have to do is pick up the conversation once a lead replies back to one of these messages.

How Do I Control Which Responses Are Sent?

Any user with permissions to work in the Drip system will be able to access the Reactive Responses control panel. These configurations can be found by going into Drip and then selecting the navigation option labeled “Reactive Responses”.

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All Reactive Responses will be turned off by default (gray) once the feature is launched. If there is a particular behavior you wish to target, simply click its toggle on (blue) to enable it and therefore start having those messages automatically sent to leads demonstrating that behavior. You can turn on any combination of Reactive Responses that you’d like. If you do not want any Reactive Responses at all to be sent, simply make sure that all of the behaviors are toggled off to completely disable the feature.

Can I Turn Off Messages to an Individual Lead?

No. If a behavior is turned on, the relevant Reactive Response will be sent to any and all leads who demonstrate that behavior. The ability to turn off Reactive Responses for individual leads is planned for a future update, though.

Can a Lead Opt Out of Receiving These Messages?

No, at least not Reactive Responses specifically. If a lead opts out of texting, then that would also prevent them from receiving these messages, too.

Can I Edit What the Reactive Response Texts Say?

No, though we may update what the Reactive Response texts say from time to time ourselves. Reactive Responses are intended to be a done-for-you lead-engagement solution. Rest assured that we’ve leveraged the expertise of our Coaches to draft messages that have proven successful at sparking conversations with leads. We do also have a future update planned for the Workflows feature that will allow you to build automated campaigns around behavioral triggers that will allow for custom messaging.

When Are Reactive Responses Sent?

Once a lead performs an action that will trigger a Reactive Response, the associated text will be sent out 30 minutes later. This delay is meant to give a more human feel to the interaction, rather than give the lead the impression that it’s an automated message they receive immediately after doing something on the website. Reactive Responses are also only sent during your set Office Hours, that way if a lead responds, you’ll be ready to carry on the conversation. If a second Reactive Response is triggered on the same day or if the day’s first Reactive Response is triggered outside of Office Hours, then that message will be sent at the start of the next day’s Office Hours window.

How Do I Control What My Office Hours Are?

Any user with permissions to work in the Drip system will be able to access the Office Hours control panel. These configurations can be found by going into Drip and then selecting the navigation option labeled “Office Hours”.

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What If I’m Already Conversing With a Lead?

If a lead has been responsive to other communications within the previous week, then a Reactive Response will not be triggered by that lead’s website activities so as not to disrupt that ongoing conversation. In other words, if an incoming message from a lead is logged in the CRM from within the week before a lead’s website activities trigger a Reactive Response, then that Reactive Response will not be sent.

Can a Lead Receive Multiple Reactive Responses?

Leads will only be sent one Reactive Response per day. If multiple Reactive Responses are triggered on the same day, then up to one (and only one) additional message will be queued to send at the start of the next day’s Office Hours window. Additionally, leads will only be sent the same Reactive Response once within a two-week period. For example, a lead who receives the Reactive Response for favoriting a property on the website will not trigger that same Reactive Response within two weeks of the first one, even if they continue favoriting more properties.

How Do Reactive Responses Work With Robin?

If you are a GeekAI customer, Robin is already working to engage and nurture your leads. When a lead has an active GeekAI conversation, Reactive Responses will not send so that Robin can continue one streamlined set of communications for you.

Do These Messages Include Opt-Out Language?

Reactive Responses are set to follow the same regulations that the mobile carriers (T-Mobile, AT&T, Verizon) require Real Geeks to follow for all SMS messages:

  • The very first message sent to a lead will include “Reply STOP to unsubscribe.”
  • For any lead that has yet to respond, we will:
    • Append a signature to every message: “- [First Name] from [site name/url]”; and
    • Append “Reply STOP to unsubscribe” every 30 days

Can I Turn Off This Opt-Out Language?

No, it is a requirement from the mobile carriers (T-Mobile, AT&T, Verizon) and our SMS distributor. While these updates might seem like a hassle at first glance, they’re actually pretty positive. First, when sending a text message from an unknown number, telling the person who you are isn’t just a policy requirement, it perfectly aligns with our coaches’ recommended best practices. Second, we actually already implemented “STOP” language in our GeekAI messages in Fall 2022, monitoring thousands of conversations. The numbers showed that the “STOP” language did not materially impact lead response rates. Alleviating one of our largest concerns. In particular, this change only increased opt-out rates by about 2% and that even then, those were leads who would have otherwise simply been non-responsive anyway.

 

While we can’t guarantee that only unengaged leads will reply “STOP”, we are confident that giving people a convenient way to say “No Thanks” won’t “kill your conversion rates”. After all, converting leads is about building relationships and helping people, and if you are doing that, no “good lead” will ever reply “STOP”. As digital communications and the policies surrounding them continue to evolve, rest assured that Real Geeks is committed to your success and we’ll always make the updates needed to support that.

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