Freshworks: When To Contact A Lead

Purpose

This SOP ensures agents follow up on leads quickly and document each interaction in Freshworks to prevent confusion or reassignment. It promotes teamwork by reminding agents that leads are shared opportunities, and clear communication helps the entire team succeed.

The Steps To Follow:

1. Follow-Up Rules for Different Types of Leads

2. Checking Lead Timing in Freshworks

3.  Logging Calls and SMS for Lead Ownership

Leaving A Note In Freshworks:

What Is An Acceptable Note?

COPY AND PASTE THIS NOTE TEMPLATE

Leaving A Task: Don't Forget

Reminder for Handling Leads

If another agent binds a policy for a lead you started, please don’t get upset. Leads are shared opportunities, and as long as you keep leaving notes, logging tasks, and updating follow-ups in Freshworks, your work is recognized.

Staying organized and timely helps us all succeed as a team. Thank you for keeping it professional and focused on the best experience for our clients!

Please make sure your views in Freshworks are the following:

1. City

2. Created at

3. Last activity date

4. Sales Owner

5. Located Created At

6. Last contacted method

7. Website requote date

8. Last contacted time

9. Number of Contact Attempts

10. Status

11. Recent note

12. Unsold Reasons

13. Contact Method

    
    

If you need assistance setting the views, please reach out to your DSM or Office Manager.