November 7, 2023 • 22 mins
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Contact us here Anything@FranPro.com if you:
- Want help finding a franchise
- Would like to be featured on our program
- Would like help producing or want a podcast produced for you
- Are a franchise company and want access to our free ROI Tracker dashboard
In this episode, Lance Hood of FranPro interviews Kristi Anderson of VoiceNation. Kristi Anderson is an incredible resource for any franchise organization. If you would like to work with VoiceNation go here: https://Franpro.vip/GoVoiceNation
50% of leads call after hours. Try setting up a 24/7 live answering support and live chat in less than 2 days. Fully customizable. Corporate has an umbrella account and franchisees receive sub accounts. 2 Weeks free.
Covered in this call:
- Offers 24/7 live answering support and live chat
- Integrates with popular CRMs and provides real-time analytics
- Custom greetings, hold music, call routing & scheduling
- Corporate has an umbrella account with franchisee sub-accounts
- Activation is quick, with onboarding in less than 2 days
Want to transform your business communication needs into a seamless, engaging, and efficient system? Join us as we chat with our special guest, Kristi Anderson of VoiceNation, who will spill the beans on how their ground-breaking live answering service and live chat can revolutionize your businesses - be it franchises, brokers, home services, or customer support. We delve into the nuts and bolts of how their service captures visitors, calls, and leads, and the unique features such as call tracking by phone number, scripts and answers. We also touch on the importance of live chat in engaging potential customers and VoiceNation's flexible services including no contracts, monthly plans and HIPAA compliance.
Did you ever imagine that a live answering service could play a crucial role in landing a half a million dollar job or dealing with a frantic call about a rabid raccoon? Kristi shares some riveting stories that will make you rethink the power of prompt communication. We also discuss the ease of use, superior service, and streamlined onboarding process offered by VoiceNation. Stay tuned until the end as Kristi reveals an exciting special offer for our listeners. Get ready to revolutionize your business communication with VoiceNation.
Contact us at Anything@FranPro.com if you:
- Want help finding the right franchise for you
- Would like to be featured on our program
- Would like help to produce or want a podcast produced for you
- Are a franchise company and want Free access to our ROI Tracker dashboard
*Some of the companies we interview compensate us a commission if you purchase something.
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Lance Hood (FranPro) (00:09):
Well, hi everyone.
Today I would like you to meetChristy Anderson with Voice
Nation.
Kristy, welcome.
Kristi Anderson (VoiceNation (00:16):
Hi , it's my pleasure.
Thank you so much for having me.
Lance Hood (FranPro) (00:21):
So, Kristy , I think what you guys do is
extremely important, and themore I dug into it, I realized
how valuable this could be Notjust I could see this for
franchisee's and also brokers,because we could all use help
like this to sift throughconversations and handle them
(00:42):
for us, especially in a moreprofessional manner.
So can you take a second andreally share what Voice Nation
does?
Kristi Anderson (Voi (00:51):
Absolutely .
Thank you for asking.
So we're a live answeringsupport service along with live
chat for your website to captureany visitors that come to your
site, any callers that call in.
Otherwise you might miss thosecalls, which is that translates
into new business.
(01:11):
So we're there for you 24,seven, 365 nights, holidays,
weekends.
We're there to capture all ofyour calls.
Lance Hood (FranPro) (01:20):
Right and, as they're going to see in the
upcoming demo, is you guysactually have some pretty
incredible stuff.
So one of the things is thatwhen a call comes in, you can
track it by phone number, butyou also have all these specific
answers and scripts and thingspeople can do, because I see
this as lead generation.
(01:41):
You're talking to somebodywho's coming in, who needs to be
placed in into a position sothat they can do business with
you, whether that is like a homeservice franchise or somebody
who's sending a tech out to acompany or a business that needs
somebody to answer the phones,do customer support, or even
like handling new leads, to siftthrough and set appointments
(02:02):
for the leads.
You know everything's.
I can't afford a virtualassistant to handle all these
leads.
Well, you can.
You can actually have, for avery affordable price, you can
have a quality person who'sfriendly and competent, who can
handle those leads and schedulethem for you.
So, yeah, we all get so manyleads and it's expensive to
(02:24):
follow up and and you can't, maynot have the time to handle
them properly.
Kristi Anderson (VoiceNat (02:28):
Right , exactly, and that's what we do
.
We're there for you to captureall of those that otherwise you
might miss.
Lance Hood (FranPro) (02:38):
Right and not just on the phone.
If you look at the live chat,then you also have you have
where every you know the pageson your website can have
somebody, a human, actuallytalking to people and doing the
same thing, engaging them,because the last thing we want
to do is go to a dead websiteand not actually bring them into
the funnel and engage with them.
Kristi Anderson (VoiceN (02:57):
Exactly .
I mean, we're in aninstantaneous society these days
.
I myself have been to websitesbefore and if there was a chat
engagement tool, I woulddefinitely, and I have utilized
that in order to communicate andget answers for my questions.
Otherwise, you know, they justpass on by and you don't even
(03:20):
know that they were there tovisit.
So, yeah, it's a greatengagement tool.
Lance Hood (FranPro) (03:25):
One of the most frustrating things I've
experienced is I see the chat onthe site and then I click on it
and they're like leave amessage and someone will email
you back and I'm like what?
What that's not chat, you know.
Or the other thing is is likewe'll catch up with you in the
next few hours, like somebodywill respond to the queue, and
(03:48):
you know that can be, can beokay and can be useful service,
but you know, especially with ahigh dollar transaction or an
urgent lead, they're not goingto wait for that.
You know they need help now orthey have a question now.
So having that live human makesa big deal.
What would you say makes voicenation different from other
(04:08):
companies that might answerphones or provide live chat?
Kristi Anderson (VoiceNation (04:13):
Oh wow, there's so many things.
There's there's no contracts,so we don't rope you into any
long term commitment.
It's a monthly service.
We have flexible monthly plans.
There's no activation fees, nosetup fees.
We provide the onboarding.
We go through an onboardingprocess where we completely
(04:34):
customize all of the scriptingand call handling procedures
based on your specifications.
We're 100% HIPAA compliant, ifthat, if that matters.
But you turn us on when youneed us, turn us off when you
don't.
You don't have to let us know.
We're just there for you.
We have our people, our staff,the policies, procedures,
(04:58):
auditing and so forth that wehave in place, those mechanisms.
That sets us apart as well.
Our technology to monitor youraccount and all of your calls.
That just separates us.
Lance Hood (FranPro) (05:15):
Well, I would love to jump in before any
more questions and give people,people a demo and let them see
it.
Kristi Anderson (VoiceNation (05:23):
Oh sure, absolutely so.
Each account comes with adashboard and an app for your
phone.
It'll just come standard withour service.
We give you complete and totaltransparency and visibility of
every aspect of your account, sothere are no secrets.
With our service, you're goingto see exactly where you are
(05:44):
with your minutes, what planyou're in, your average call
duration, all of your messagesare here.
You can get to them faster justby clicking on more your call
volume per day.
And just keep in mind, this isjust a demo.
It's not a live account, soit's not heavily populated.
You'll see your usage per monthhere, and then any bookmark
(06:07):
messages would appear here, soyou can get to them much faster
just by clicking here, and thenI'll show you how to do that in
just a second.
There's a quick feedbackmechanism here on the home
screen where you can communicatedirectly with our Zendesk and
our support team and offerfeedback or if you have a
question about your account oryou need anything.
And then, of course, there's achat bubble down here where you
(06:29):
can also chat with them directly, and the chat bubble will
appear on every page of thedashboard so that you can ask
questions or if you needanything at all.
You're changing your billing oryou need a non-boarding call or
what have you Just going ontothe left hand side is just an
overview.
(06:50):
It's going to give you each andevery call that has come in and
you have the ability to query aspecific date range.
You can filter by call type.
If you would like, you canemail these, you can bookmark
them, you can download them toan Excel spreadsheet.
(07:11):
So just to give you an examplealso, this notes field here on
the right hand side that is forclients to enter notes for
themselves or for their teammembers, so it's kind of like a
mini CRM and it also translates.
It's seamless, so it's in realtime, so it translates directly
(07:31):
to their app on their phone sothey can see oh okay, well,
tom's got this.
I don't need to handle that,it's already been taken care of.
But, as you can see, everythingis date and time stamped when
the call comes in.
If this was a live call, thecaller ID information would be
populated here the link to thecall, how the call was
categorized and then, of course,all of the information that we
(07:53):
collected during the call.
Those are pushed out via text,via email, and then obviously
they're going to be in real timehere on the dashboard as well
as the app for your phone.
So you're going to get themfour different ways.
Talk about communication right,the same communication.
And then, of course, undersetup options, we had the
(08:15):
capability here you just you cancheck this information if you
should ever need to, but it'sjust always visible for you at
any given time.
And then, of course, employeesetup.
We make it super simple.
It's so easy to navigate.
If you have a list of employeeson an Excel spreadsheet, you
(08:35):
can simply upload that, or youcan do this during the
onboarding and we can populatethat for you.
So, once it's populated, thenwe can do call handling setup to
who gets notified on call setupif there's a dispatching
situation.
And then, of course, there's acomplete account summary where
you can see every singleindividual call type that we
(08:56):
have populated for you.
So, like I said, there's nosecrets with our service.
And then, of course, there'sreporting.
You can query or you can runreports based on calls by month,
by date, a distribution map.
It's very, very intuitive.
Lance Hood (FranPro) (09:14):
Very nice.
Kristi Anderson (VoiceNati (09:17):
Yeah .
So everything right here atyour fingertips, and I also
wanted to show you what thereceptionist sees on their side.
So our technology has thecapability to recognize a repeat
caller.
So if there was a caller thathad called in before, the system
(09:38):
would automatically recognizeit.
And this is what thereceptionist sees.
When a call comes in, itautomatically populate, not this
screen.
It's taken just a second here.
So there you go.
So I'm just going to use anexample of one of my franchise
clients that I have.
In the call, the screen wouldautomatically populate the
(10:00):
receptionist.
Thank you for calling CERN Pro,charlotte.
How may I help you?
And so, basically, from there,the receptionist would follow
the queues and the prompts andfill in the complete information
here.
And then obviously, there'sseveral different decision trees
that we can plug in.
There we would be able todecide well, if it's water and
(10:25):
flood, is that denoted as anemergency?
Then they can dispatch thatcall.
But if it were a repeat caller,a little posted note would pop
up on the screen for thereceptionist to let them know
hey, this person's called inbefore.
This is all their details.
And what that's going to do isthat's going to minimize talk
time, that's going to deliverthe warm and fuzzy to the caller
(10:47):
and it's really enhancing that.
It's just going to bringeverything together and make
them feel like, hey, they'repart of the organization,
they're part of the team, andit's going to just less
frustrating for the caller.
Lance Hood (FranPro) (11:04):
I would say yeah, I would say that if it
was just, I would say that ifthis was something where you
have someone who's calling afranchise location for services,
that you would, you know theycan handle all those important
things, they can book andschedule things.
It's all here and, like yousaid, if they're a repeat
(11:24):
customer, they'll already knowthe story of that person and be
able to answer and speak withthem right out of the gate.
If this is lead generation, soyou're having people that are
responding to a thing, they caneasily gather that data and book
them in with a consultant orrepresentative of the company
(11:46):
for future, future conversationsabout that.
Kristi Anderson (VoiceNat (11:51):
Right , definitely for follow up
purposes, absolutely.
And let me show you a littlebit here on our live chat, which
is on our money penny side.
I've taken your website and putit into our visualizer so you
can see what it would look likehere and you can program this or
(12:14):
we do the programming for you.
But it's really, it's not techy, so it's really easy.
We can put this chat box uphere on the right hand corner,
left hand corner, wherever youwould like.
We can make it just pop up.
After so many seconds we canjust have it down here in the
(12:35):
corner.
There's a multitude ofdifferent aspects that we would
be able to create for you.
And another thing too I didwant to say that we are going to
be offering, for all the FranPro viewers and listeners, a two
week free trial for our livechat.
Lance Hood (FranPro) (12:58):
Very nice.
Kristi Anderson (VoiceNa (12:59):
That's pretty exciting right there.
Lance Hood (FranPro) (13:01):
Yeah, well , that's excellent, this is the
engagement.
Kristi Anderson (VoiceNation (13:10):
So here's a little bit more here
about our live chat, and thevisualizer just enables you to
see the coloring.
I mean, we can set it up somany different ways.
We can ask a specific question,but it's populated basically on
(13:30):
the back end, the same way thatthe answering service would be,
which would be you know, howwould you like us to engage?
What are the rules ofengagement?
Do we ask these questions andwe gather this information and
then that's all pushed out tothem, and so this way we're
going to be capturing exactlywhat their IP address is, what
(13:51):
pages they visited, how longthey stayed on the page, and so
forth and so on.
So it's very, very intuitive.
Lance Hood (FranPro) (14:00):
I like the fact that you have that right
on your website.
That says that 46% of chatstake place after hours and they
wouldn't have anyone to speakwith.
Kristi Anderson (VoiceN (14:11):
Exactly Right.
Yeah, we've done the polling,so we have that information at
our fingertips.
It is, it's quite astounding.
Lance Hood (FranPro) (14:22):
That's so much missed opportunities until
now.
Well, excellent.
I really like that because inthat dashboard, people can they
can take and customize all theconversations and give people
everything they need, and that'sjust your tool, and then it
just becomes an engagement tool.
So it's like every websiteshould have some sort of
(14:43):
engagement tool to make the mostof this traffic.
So I think this is great.
Kristi Anderson (VoiceNati (14:47):
Yeah , something.
Yeah, something.
So simple but yet so satisfyingin the end with the results.
Lance Hood (FranPro) (14:55):
So All right, we'll go ahead and close
that out and then have a fewmore questions for you here.
So do you have any stories ofsome businesses that you guys
have worked with that are usingthe phone service or chat that
you're allowed to share?
We don't have to go into namesif you don't want to, but I'd
like to give people an exampleof the difference of handling it
(15:16):
on your own, because you knowsome people say, oh, someone's
just going to answer the phone.
There's so much more to it thanthat, and having quality,
friendly, happy people that canhandle that for you, I think is
super important.
Kristi Anderson (VoiceN (15:29):
Exactly , yeah.
So one of my franchise groupsthey're in disaster recovery,
we'll say so.
They had a call come in I thinkit was about three o'clock in
the morning for from acommercial business and this
business had experienced a fire,and so there's significant fire
(15:51):
damage, there's significantwater damage, and we ended up
obviously taking this call anddispatching it properly so so
that they could act on it asquickly as possible, and it
ended up being over a half amillion dollar job for them.
So you know the service morethan pays for itself in so many
(16:14):
different ways, because it'syour reputation, it's your
business, it's your livelihoodand all these franchises they.
That means everything right.
Lance Hood (FranPro) (16:24):
Right, and sometimes having somebody who's
responsible for answering thephone, like what I have seen
people do, is they have a tech,that tech has a cell phone and
things forward to that tech cellphone, but he, if he's busy or
she is busy, they may not bepaying attention to that and you
know, sometimes people justroll to the next number.
(16:44):
So you definitely want to bethere to pick up right away and
not miss those opportunities,especially after hours.
Kristi Anderson (VoiceNati (16:51):
Yeah , and with our technology we had
the capability to assign aprimary, a secondary, a tertiary
on call individual, so that ifthat one's not available either
via phone or via text, they'restill going to get those
messages and they're pushed outto everyone.
But we can go down the listwith our dispatching
(17:12):
capabilities.
Yes, absolutely yeah, andanother franchise client that I
have there in the credit removaland wildlife sector.
So there was a client well, anew client actually that was
quite harried after hours when araccoon what this was a rabid
(17:37):
raccoon in their attic hadactually gotten into the house.
So yeah, and so we took thatcall, dispatched it immediately,
and so they were able to go outand solve the issue, save the
day and remove that rabidcritter.
Lance Hood (FranPro) (17:59):
You know I have seen a rabid raccoon and
yeah, I would be definitely.
If I didn't have the tools totake care of that myself, I
would definitely be freaking outand want someone out there
immediately.
Kristi Anderson (Voi (18:13):
Absolutely , yeah.
So so, working under pressure,with very sensitive situations
sometimes, yeah, you have to,you have to act, you have to
move on those things and we'rehere to take those calls.
Lance Hood (FranPro) (18:26):
Well, perfect.
So when someone's introduced toyou guys, let's just say people
click the link.
They want to grab that twoweeks free service.
What are the steps in theprocess from initially
contacting you to wereimplemented, and and people are
answering phone calls oranswering chat messages.
Kristi Anderson (VoiceNati (18:47):
Yeah , so it's a rather expeditious
process.
We just need the participationon the other side.
We collect some information andget them put through with a
welcome call and onboarding, soforth.
So I would say probably 48hours we can instantaneously
(19:07):
start the process, but about 48hours and then the code is
generated and it's just.
It's a non techie piece of codethat just goes in on the back
end and automatically populatesand communicate so that we can
start taking their chats.
Lance Hood (FranPro) (19:24):
Wow, and so does that.
Is that like a code that's perpage, or is it global for your
domain?
Kristi Anderson (VoiceNation (19:31):
No , so so it's going to be for
their website per page.
If they have multiple pages, wecan put it on multiple pages
and and so forth.
Yeah, we can set thoseparameters based on their
requirements and specifications.
Lance Hood (FranPro) (19:47):
And then what's the time, the timeframe
it kind of takes generally tohelp people who are want call
answering in in, inbound oroutbound, because you guys can
do outbound to correct.
Kristi Anderson (VoiceNatio (20:00):
Yes , we can.
Yes, very, very good question.
So, so the activation processtakes less than five minutes and
I can do that over the phone.
It's instantaneous.
So they receive the activationsetup wizard in their inbox
instantaneously and then fromthere, once they complete that
take, that takes less than fiveminutes they submit, it goes
(20:23):
directly to their onboardingspecialist to let them know
they're ready to move forwardwith the build out customization
.
So within 24 business hoursthey will be receiving a column.
Go through onboarding tocomplete the build out and
customization of their scriptingand call handling procedures
and we'll be ready to rock androll.
Lance Hood (FranPro) (20:41):
Well, that's incredible.
So anything people can do ontheir side, I would assume
you're going to say just beresponsive and answer the
questions that come to you, butis there anything else people
can do to kind of speed it up ontheir end?
Kristi Anderson (VoiceNati (20:56):
Just reaching out I reaching out to
myself or my colleagues and justgoing to the process with us.
We have a very streamlinedprocess and it works
effortlessly.
But, yes, the engagement is a,is a requirement, but once it's
set, it's done.
So it's not, it's not anongoing arduous task.
(21:21):
From that moving forward, it'sjust that that will be fine.
We'll get the onboardingcomplete.
Unless you wanted to switch upyour scripting in any way, shape
or form, we're always availableto do that as well.
Lance Hood (FranPro) (21:33):
That's really great, because I've
looked at services like this inthe past and it was just the
what do you say that?
Oh, I don't know if I want toput in the time and effort to
set that up, but I want it donefor me.
But you guys make it so simple.
That's really great.
Kristi Anderson (VoiceNation (21:47):
So simple, very straightforward.
Yes, our teams are on it.
Superior excellence.
Lance Hood (FranPro) (21:55):
Well, thank you.
I appreciate you, Kristy.
Thank you for joining us today.
Anybody who wants that twoweeks of free service you just
click on the button by thisvideo and they'll get you taken
care of.
Thanks again.
https://Franpro.
vip/GoVoiceNation.
Kristi Anderson (Voi (22:07):
Absolutely .
Thank you, lance.
It's my pleasure Take care.
Well, hi everyone.
Today I would like you to meetChristy Anderson with Voice
Nation.
Kristy, welcome.
Kristi Anderson (VoiceNation (00:16):
Hi , it's my pleasure.
Thank you so much for having me.
Lance Hood (FranPro) (00:21):
So, Kristy , I think what you guys do is
extremely important, and themore I dug into it, I realized
how valuable this could be Notjust I could see this for
franchisee's and also brokers,because we could all use help
like this to sift throughconversations and handle them
(00:42):
for us, especially in a moreprofessional manner.
So can you take a second andreally share what Voice Nation
does?
Kristi Anderson (Voi (00:51):
Absolutely .
Thank you for asking.
So we're a live answeringsupport service along with live
chat for your website to captureany visitors that come to your
site, any callers that call in.
Otherwise you might miss thosecalls, which is that translates
into new business.
(01:11):
So we're there for you 24,seven, 365 nights, holidays,
weekends.
We're there to capture all ofyour calls.
Lance Hood (FranPro) (01:20):
Right and, as they're going to see in the
upcoming demo, is you guysactually have some pretty
incredible stuff.
So one of the things is thatwhen a call comes in, you can
track it by phone number, butyou also have all these specific
answers and scripts and thingspeople can do, because I see
this as lead generation.
(01:41):
You're talking to somebodywho's coming in, who needs to be
placed in into a position sothat they can do business with
you, whether that is like a homeservice franchise or somebody
who's sending a tech out to acompany or a business that needs
somebody to answer the phones,do customer support, or even
like handling new leads, to siftthrough and set appointments
(02:02):
for the leads.
You know everything's.
I can't afford a virtualassistant to handle all these
leads.
Well, you can.
You can actually have, for avery affordable price, you can
have a quality person who'sfriendly and competent, who can
handle those leads and schedulethem for you.
So, yeah, we all get so manyleads and it's expensive to
(02:24):
follow up and and you can't, maynot have the time to handle
them properly.
Kristi Anderson (VoiceNat (02:28):
Right , exactly, and that's what we do
.
We're there for you to captureall of those that otherwise you
might miss.
Lance Hood (FranPro) (02:38):
Right and not just on the phone.
If you look at the live chat,then you also have you have
where every you know the pageson your website can have
somebody, a human, actuallytalking to people and doing the
same thing, engaging them,because the last thing we want
to do is go to a dead websiteand not actually bring them into
the funnel and engage with them.
Kristi Anderson (VoiceN (02:57):
Exactly .
I mean, we're in aninstantaneous society these days
.
I myself have been to websitesbefore and if there was a chat
engagement tool, I woulddefinitely, and I have utilized
that in order to communicate andget answers for my questions.
Otherwise, you know, they justpass on by and you don't even
(03:20):
know that they were there tovisit.
So, yeah, it's a greatengagement tool.
Lance Hood (FranPro) (03:25):
One of the most frustrating things I've
experienced is I see the chat onthe site and then I click on it
and they're like leave amessage and someone will email
you back and I'm like what?
What that's not chat, you know.
Or the other thing is is likewe'll catch up with you in the
next few hours, like somebodywill respond to the queue, and
(03:48):
you know that can be, can beokay and can be useful service,
but you know, especially with ahigh dollar transaction or an
urgent lead, they're not goingto wait for that.
You know they need help now orthey have a question now.
So having that live human makesa big deal.
What would you say makes voicenation different from other
(04:08):
companies that might answerphones or provide live chat?
Kristi Anderson (VoiceNation (04:13):
Oh wow, there's so many things.
There's there's no contracts,so we don't rope you into any
long term commitment.
It's a monthly service.
We have flexible monthly plans.
There's no activation fees, nosetup fees.
We provide the onboarding.
We go through an onboardingprocess where we completely
(04:34):
customize all of the scriptingand call handling procedures
based on your specifications.
We're 100% HIPAA compliant, ifthat, if that matters.
But you turn us on when youneed us, turn us off when you
don't.
You don't have to let us know.
We're just there for you.
We have our people, our staff,the policies, procedures,
(04:58):
auditing and so forth that wehave in place, those mechanisms.
That sets us apart as well.
Our technology to monitor youraccount and all of your calls.
That just separates us.
Lance Hood (FranPro) (05:15):
Well, I would love to jump in before any
more questions and give people,people a demo and let them see
it.
Kristi Anderson (VoiceNation (05:23):
Oh sure, absolutely so.
Each account comes with adashboard and an app for your
phone.
It'll just come standard withour service.
We give you complete and totaltransparency and visibility of
every aspect of your account, sothere are no secrets.
With our service, you're goingto see exactly where you are
(05:44):
with your minutes, what planyou're in, your average call
duration, all of your messagesare here.
You can get to them faster justby clicking on more your call
volume per day.
And just keep in mind, this isjust a demo.
It's not a live account, soit's not heavily populated.
You'll see your usage per monthhere, and then any bookmark
(06:07):
messages would appear here, soyou can get to them much faster
just by clicking here, and thenI'll show you how to do that in
just a second.
There's a quick feedbackmechanism here on the home
screen where you can communicatedirectly with our Zendesk and
our support team and offerfeedback or if you have a
question about your account oryou need anything.
And then, of course, there's achat bubble down here where you
(06:29):
can also chat with them directly, and the chat bubble will
appear on every page of thedashboard so that you can ask
questions or if you needanything at all.
You're changing your billing oryou need a non-boarding call or
what have you Just going ontothe left hand side is just an
overview.
(06:50):
It's going to give you each andevery call that has come in and
you have the ability to query aspecific date range.
You can filter by call type.
If you would like, you canemail these, you can bookmark
them, you can download them toan Excel spreadsheet.
(07:11):
So just to give you an examplealso, this notes field here on
the right hand side that is forclients to enter notes for
themselves or for their teammembers, so it's kind of like a
mini CRM and it also translates.
It's seamless, so it's in realtime, so it translates directly
(07:31):
to their app on their phone sothey can see oh okay, well,
tom's got this.
I don't need to handle that,it's already been taken care of.
But, as you can see, everythingis date and time stamped when
the call comes in.
If this was a live call, thecaller ID information would be
populated here the link to thecall, how the call was
categorized and then, of course,all of the information that we
(07:53):
collected during the call.
Those are pushed out via text,via email, and then obviously
they're going to be in real timehere on the dashboard as well
as the app for your phone.
So you're going to get themfour different ways.
Talk about communication right,the same communication.
And then, of course, undersetup options, we had the
(08:15):
capability here you just you cancheck this information if you
should ever need to, but it'sjust always visible for you at
any given time.
And then, of course, employeesetup.
We make it super simple.
It's so easy to navigate.
If you have a list of employeeson an Excel spreadsheet, you
(08:35):
can simply upload that, or youcan do this during the
onboarding and we can populatethat for you.
So, once it's populated, thenwe can do call handling setup to
who gets notified on call setupif there's a dispatching
situation.
And then, of course, there's acomplete account summary where
you can see every singleindividual call type that we
(08:56):
have populated for you.
So, like I said, there's nosecrets with our service.
And then, of course, there'sreporting.
You can query or you can runreports based on calls by month,
by date, a distribution map.
It's very, very intuitive.
Lance Hood (FranPro) (09:14):
Very nice.
Kristi Anderson (VoiceNati (09:17):
Yeah .
So everything right here atyour fingertips, and I also
wanted to show you what thereceptionist sees on their side.
So our technology has thecapability to recognize a repeat
caller.
So if there was a caller thathad called in before, the system
(09:38):
would automatically recognizeit.
And this is what thereceptionist sees.
When a call comes in, itautomatically populate, not this
screen.
It's taken just a second here.
So there you go.
So I'm just going to use anexample of one of my franchise
clients that I have.
In the call, the screen wouldautomatically populate the
(10:00):
receptionist.
Thank you for calling CERN Pro,charlotte.
How may I help you?
And so, basically, from there,the receptionist would follow
the queues and the prompts andfill in the complete information
here.
And then obviously, there'sseveral different decision trees
that we can plug in.
There we would be able todecide well, if it's water and
(10:25):
flood, is that denoted as anemergency?
Then they can dispatch thatcall.
But if it were a repeat caller,a little posted note would pop
up on the screen for thereceptionist to let them know
hey, this person's called inbefore.
This is all their details.
And what that's going to do isthat's going to minimize talk
time, that's going to deliverthe warm and fuzzy to the caller
(10:47):
and it's really enhancing that.
It's just going to bringeverything together and make
them feel like, hey, they'repart of the organization,
they're part of the team, andit's going to just less
frustrating for the caller.
Lance Hood (FranPro) (11:04):
I would say yeah, I would say that if it
was just, I would say that ifthis was something where you
have someone who's calling afranchise location for services,
that you would, you know theycan handle all those important
things, they can book andschedule things.
It's all here and, like yousaid, if they're a repeat
(11:24):
customer, they'll already knowthe story of that person and be
able to answer and speak withthem right out of the gate.
If this is lead generation, soyou're having people that are
responding to a thing, they caneasily gather that data and book
them in with a consultant orrepresentative of the company
(11:46):
for future, future conversationsabout that.
Kristi Anderson (VoiceNat (11:51):
Right , definitely for follow up
purposes, absolutely.
And let me show you a littlebit here on our live chat, which
is on our money penny side.
I've taken your website and putit into our visualizer so you
can see what it would look likehere and you can program this or
(12:14):
we do the programming for you.
But it's really, it's not techy, so it's really easy.
We can put this chat box uphere on the right hand corner,
left hand corner, wherever youwould like.
We can make it just pop up.
After so many seconds we canjust have it down here in the
(12:35):
corner.
There's a multitude ofdifferent aspects that we would
be able to create for you.
And another thing too I didwant to say that we are going to
be offering, for all the FranPro viewers and listeners, a two
week free trial for our livechat.
Lance Hood (FranPro) (12:58):
Very nice.
Kristi Anderson (VoiceNa (12:59):
That's pretty exciting right there.
Lance Hood (FranPro) (13:01):
Yeah, well , that's excellent, this is the
engagement.
Kristi Anderson (VoiceNation (13:10):
So here's a little bit more here
about our live chat, and thevisualizer just enables you to
see the coloring.
I mean, we can set it up somany different ways.
We can ask a specific question,but it's populated basically on
(13:30):
the back end, the same way thatthe answering service would be,
which would be you know, howwould you like us to engage?
What are the rules ofengagement?
Do we ask these questions andwe gather this information and
then that's all pushed out tothem, and so this way we're
going to be capturing exactlywhat their IP address is, what
(13:51):
pages they visited, how longthey stayed on the page, and so
forth and so on.
So it's very, very intuitive.
Lance Hood (FranPro) (14:00):
I like the fact that you have that right
on your website.
That says that 46% of chatstake place after hours and they
wouldn't have anyone to speakwith.
Kristi Anderson (VoiceN (14:11):
Exactly Right.
Yeah, we've done the polling,so we have that information at
our fingertips.
It is, it's quite astounding.
Lance Hood (FranPro) (14:22):
That's so much missed opportunities until
now.
Well, excellent.
I really like that because inthat dashboard, people can they
can take and customize all theconversations and give people
everything they need, and that'sjust your tool, and then it
just becomes an engagement tool.
So it's like every websiteshould have some sort of
(14:43):
engagement tool to make the mostof this traffic.
So I think this is great.
Kristi Anderson (VoiceNati (14:47):
Yeah , something.
Yeah, something.
So simple but yet so satisfyingin the end with the results.
Lance Hood (FranPro) (14:55):
So All right, we'll go ahead and close
that out and then have a fewmore questions for you here.
So do you have any stories ofsome businesses that you guys
have worked with that are usingthe phone service or chat that
you're allowed to share?
We don't have to go into namesif you don't want to, but I'd
like to give people an exampleof the difference of handling it
(15:16):
on your own, because you knowsome people say, oh, someone's
just going to answer the phone.
There's so much more to it thanthat, and having quality,
friendly, happy people that canhandle that for you, I think is
super important.
Kristi Anderson (VoiceN (15:29):
Exactly , yeah.
So one of my franchise groupsthey're in disaster recovery,
we'll say so.
They had a call come in I thinkit was about three o'clock in
the morning for from acommercial business and this
business had experienced a fire,and so there's significant fire
(15:51):
damage, there's significantwater damage, and we ended up
obviously taking this call anddispatching it properly so so
that they could act on it asquickly as possible, and it
ended up being over a half amillion dollar job for them.
So you know the service morethan pays for itself in so many
(16:14):
different ways, because it'syour reputation, it's your
business, it's your livelihoodand all these franchises they.
That means everything right.
Lance Hood (FranPro) (16:24):
Right, and sometimes having somebody who's
responsible for answering thephone, like what I have seen
people do, is they have a tech,that tech has a cell phone and
things forward to that tech cellphone, but he, if he's busy or
she is busy, they may not bepaying attention to that and you
know, sometimes people justroll to the next number.
(16:44):
So you definitely want to bethere to pick up right away and
not miss those opportunities,especially after hours.
Kristi Anderson (VoiceNati (16:51):
Yeah , and with our technology we had
the capability to assign aprimary, a secondary, a tertiary
on call individual, so that ifthat one's not available either
via phone or via text, they'restill going to get those
messages and they're pushed outto everyone.
But we can go down the listwith our dispatching
(17:12):
capabilities.
Yes, absolutely yeah, andanother franchise client that I
have there in the credit removaland wildlife sector.
So there was a client well, anew client actually that was
quite harried after hours when araccoon what this was a rabid
(17:37):
raccoon in their attic hadactually gotten into the house.
So yeah, and so we took thatcall, dispatched it immediately,
and so they were able to go outand solve the issue, save the
day and remove that rabidcritter.
Lance Hood (FranPro) (17:59):
You know I have seen a rabid raccoon and
yeah, I would be definitely.
If I didn't have the tools totake care of that myself, I
would definitely be freaking outand want someone out there
immediately.
Kristi Anderson (Voi (18:13):
Absolutely , yeah.
So so, working under pressure,with very sensitive situations
sometimes, yeah, you have to,you have to act, you have to
move on those things and we'rehere to take those calls.
Lance Hood (FranPro) (18:26):
Well, perfect.
So when someone's introduced toyou guys, let's just say people
click the link.
They want to grab that twoweeks free service.
What are the steps in theprocess from initially
contacting you to wereimplemented, and and people are
answering phone calls oranswering chat messages.
Kristi Anderson (VoiceNati (18:47):
Yeah , so it's a rather expeditious
process.
We just need the participationon the other side.
We collect some information andget them put through with a
welcome call and onboarding, soforth.
So I would say probably 48hours we can instantaneously
(19:07):
start the process, but about 48hours and then the code is
generated and it's just.
It's a non techie piece of codethat just goes in on the back
end and automatically populatesand communicate so that we can
start taking their chats.
Lance Hood (FranPro) (19:24):
Wow, and so does that.
Is that like a code that's perpage, or is it global for your
domain?
Kristi Anderson (VoiceNation (19:31):
No , so so it's going to be for
their website per page.
If they have multiple pages, wecan put it on multiple pages
and and so forth.
Yeah, we can set thoseparameters based on their
requirements and specifications.
Lance Hood (FranPro) (19:47):
And then what's the time, the timeframe
it kind of takes generally tohelp people who are want call
answering in in, inbound oroutbound, because you guys can
do outbound to correct.
Kristi Anderson (VoiceNatio (20:00):
Yes , we can.
Yes, very, very good question.
So, so the activation processtakes less than five minutes and
I can do that over the phone.
It's instantaneous.
So they receive the activationsetup wizard in their inbox
instantaneously and then fromthere, once they complete that
take, that takes less than fiveminutes they submit, it goes
(20:23):
directly to their onboardingspecialist to let them know
they're ready to move forwardwith the build out customization
.
So within 24 business hoursthey will be receiving a column.
Go through onboarding tocomplete the build out and
customization of their scriptingand call handling procedures
and we'll be ready to rock androll.
Lance Hood (FranPro) (20:41):
Well, that's incredible.
So anything people can do ontheir side, I would assume
you're going to say just beresponsive and answer the
questions that come to you, butis there anything else people
can do to kind of speed it up ontheir end?
Kristi Anderson (VoiceNati (20:56):
Just reaching out I reaching out to
myself or my colleagues and justgoing to the process with us.
We have a very streamlinedprocess and it works
effortlessly.
But, yes, the engagement is a,is a requirement, but once it's
set, it's done.
So it's not, it's not anongoing arduous task.
(21:21):
From that moving forward, it'sjust that that will be fine.
We'll get the onboardingcomplete.
Unless you wanted to switch upyour scripting in any way, shape
or form, we're always availableto do that as well.
Lance Hood (FranPro) (21:33):
That's really great, because I've
looked at services like this inthe past and it was just the
what do you say that?
Oh, I don't know if I want toput in the time and effort to
set that up, but I want it donefor me.
But you guys make it so simple.
That's really great.
Kristi Anderson (VoiceNation (21:47):
So simple, very straightforward.
Yes, our teams are on it.
Superior excellence.
Lance Hood (FranPro) (21:55):
Well, thank you.
I appreciate you, Kristy.
Thank you for joining us today.
Anybody who wants that twoweeks of free service you just
click on the button by thisvideo and they'll get you taken
care of.
Thanks again.
https://Franpro.
vip/GoVoiceNation.
Kristi Anderson (Voi (22:07):
Absolutely .
Thank you, lance.
It's my pleasure Take care.
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