Follow-up Plans

by Marissa Azzara Product Manager on ‎08-11-2015 02:43 PM - edited December by Bria Hunter Senior Product Content Strategist

 

 

 

What is a Follow-up Plan?

 

Follow-up Plans allow you to define a series of calls and emails (automated and personally sent) for each of your contacts, giving you drip email capability with a huge amount of flexibility.  Follow-ups help you focus your time and attention by identifying the people in your contact pool who are the most important for you to touch base with, or by sending out communications automatically for you.

 

Turn on a Follow-up Plan for a Contact

 

Under Follow-ups, in the Needs Follow-up Plan area, you’ll see all of your Contacts that don’t have a Follow-up Plan turned on. Newest leads will be at the top of the list.

 

To add a Follow-up Plan to any of your contacts, follow these steps:

 

  1. Click on View Contact. 
  2. Scroll down to Campaigns and Follow-ups. Under Follow-ups, click on +Add Follow-up Plan.
  3. Select the desired Follow-up Plan.

 

Working with a Follow-up Plan

 

Once you've turned on a Follow-up Plan for your Contact, you'll want to know what to do with them.

 

When a Contact is due for a touchpoint, you'll find them under New, Hot, Incubating, Cold, or Closed in the Follow-ups area of the Dashboard. Note: if they are due for an automated email, that email will just go out on its own—the Contact will not show up on your Dashboard.

 

  1. From the Dashboard, click the Actions drop-down and select Send an Email, Log a Call, or Add a Touchpoint (the recommended touchpoint is listed under Next touchpoint). Note that you'll need to take this step from the Dashboard, not from the Contact Profile, in order to advance your Follow-up Plan.
  2. The Contact Summary will open with a script that's ready to go.
  3. Use the script to guide your conversation. Then send the email or record call notes.
  4. Review your next touchpoint. If everything looks good, click "OK, I'm Done". Otherwise, you can set a special date to reach out to them: the "Priority Date".
  5. Next time they're ready for a touchpoint, you'll find them again in the Follow-ups area of the Dashboard.

 

Remove Contacts from the Follow-ups Dashboard

 

In order to remove Contacts showing up on your Follow-up Dashboards, you must complete the  required touchpoint. Contacts showing up under Priority are showing up because you've selected a Priority Date to contact them, or because they are out of compliance (in the red) or approaching out of compliance (in the yellow).  They will drop off your list when you contact them.  

 

Contacts showing up under New, Hot, incubating, Cold, or Closed, are showing up because it's time for a phone call or personal email.  The next point of communication the Follow-up Plan is suggesting will appear under Next touchpoint.

 

Contacts showing up under Needs Follow-up Plan will drop off your list once you assign a Follow-up Plan to them.  

 

Turn off a Follow-up Plan for a Contact

 

To turn off a Follow-up Plan for one of your contacts, follow these steps:

 

  1. Search for your contact and go to their Contact Profile.
  2. Scroll down to Campaigns and Follow-ups. Under Follow-ups, select the Remove Plan option from the drop-down menu.

 

Change your Contact’s Follow-up Plan

 

To change a Follow-up Plan for one of your contacts, follow these steps:

 

  1. Search for your contact and go to their Contact Profile.
  2. Scroll down to Campaigns and Follow-ups. Under Follow-ups, click on Change Plan.
  3. Select the desired Follow-up Plan.

 

Create a Follow-up Plan

 

You can create your own Follow-up Plans to include your own email scripts, or to adjust the sequence or the timing of the scripts. These Follow-up Plans can be used as Auto-assigned Follow-up Plans as well.

 

Before you start, make sure you have loaded any scripts that you would like to use into the script library. Learn how to add your own email scripts.

 

To create your own Follow-up Plan, follow these steps:

 

  1. Click on Manage, then Follow-up Plans.
  2. Click on Add Follow-up Plan.
  3. Type in a name and description of your Follow-up Plan.
  4. Select the appropriate Status. The timeline to transact and Client Type filters are optional.
  5. Determine the touchpoint sequence. Here you’ll select the method of contact (phone, email, or automated email), the timing (days after) and the script you’d like to use. Do this for each touchpoint you’d like to make.

 

Edit an existing Follow-up Plan

 

You can edit Follow-up Plans to include your own email scripts, or to adjust the sequence or the timing of the touchpoints.

 

Before you start, make sure you have loaded any scripts that you would like to use into the Script Library. Learn how to add your own email scripts.

 

To edit a Follow-up Plan, follow these steps:

 

  1. Click on Manage, then Follow-up Plans.
  2. Find the Follow-up Plan that you would like to edit and click on the pencil.
  3. Edit the Follow-up Plan to your liking, including any of the fields, the audience, type of touchpoints, timing, and the scripts. Note: It can be helpful to name the Follow-up Plan with your name (e.g. “Jane’s follow-up plan for Closed Clients”) so that you can easily identify it.
  4. Your Follow-up Plan is now ready to be turned on for any of your Contacts.

 

What is an Auto-assigned Follow-up Plan?

 

Auto-assigned Follow-up Plans save you time by automatically assigning each of your Contacts to a Follow-up Plan based on their Contact Status. For example, if you want all your New Contacts to automatically be assigned to the series of calls and emails (including automated and personal) that belong to a specifically created New Contact Follow-up Plan, you can now do that with Auto-assigned Follow-up Plans. 

 

To turn on an Auto-assigned Follow-up Plan, do the following:

 

  1. Click on Manage from the left navigation panel.
  2. Select Follow-up Plan Library.
  3. Click on the blue Auto-assigned Plans button in the upper right corner.
  4. Sort your Contacts by clicking on Buyer, Seller, Buyer & Seller, or Renter
  5. Toggle the button to the left of each Status to turn the Auto-assigned Follow-up Plan on or off.

 

To view an Auto-assigned Follow-up Plan details, do the following:

 

  1. Select View Follow-up Plan to see more details about the Follow-up Plan, including the Name, Description, Suggested Audience, and Touchpoint Sequence.
  2. Click the + to the left of each touchpoint to view the call or email script.

 

To change a Status’ Auto-assigned Follow-up Plan, do the following:

 

  1. Click the drop-down menu and select Change Follow-up Plan.
  2. Type the Follow-up Plan you’re looking for in the “Search Plans” field, or sort your Follow-up Plans based on author, Status, Client Type, timeline to transact, and client interest.
  3. Click the blue Select button next to the Follow-up Plan you want.
  4. Click “Sounds good!”
  5. Pay attention to the toggle button to the left of each Status. Once you’ve chosen a Follow-up Plan to auto-assign, make sure the button is toggled to green (on). If you want to turn auto-assignment off for that Status, toggled the button to grey (off).

 

Marissa Azzara December 1, 2017
Comments
by Judy Lively Steady Sightseer
July

This was very helpful

by Garlene Daniel Seasoned Sightseer
2 weeks ago

Is it possible to edit/personalize a follow up plan for a specific contact?  

by Community Manager
a week ago

Hello Garlene, 

 

Yes it is possible. Please follow these steps below. 

 

Zap Support, 

Obi

 

Edit an existing Follow-up Plan

 

You can edit Follow-up Plans to include your own email scripts, or to adjust the sequence or the timing of the touchpoints.

 

Before you start, make sure you have loaded any scripts that you would like to use into the Script Library. Learn how to add your own email scripts.

 

To edit a Follow-up Plan, follow these steps:

 

  1. Click on Manage, then Follow-up Plans.
  2. Find the Follow-up Plan that you would like to edit and click on the pencil.
  3. Edit the Follow-up Plan to your liking, including any of the fields, the audience, type of touchpoints, timing, and the scripts. Note: It can be helpful to name the Follow-up Plan with your name (e.g. “Jane’s follow-up plan for Closed Clients”) so that you can easily identify it.
  4. Your Follow-up Plan is now ready to be turned on for any of your Contacts.