Genius and Appointment Follow up
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Jason Barnes
I was speaking with some of my fellow colleagues and something that frustrates us is that when we make tentative appointments, the genius AI will still send multiple texts and emails to the customer that don't necessarily need that level of follow up on the appointments.
Example:
My colleague spoke with a woman about coming in to look at some Tacomas, but they were going to "try their best" to get in Saturday but were unsure they if they would make it. So, my colleague told the customer they would set something tentatively so that she would have time set aside if they indeed could make it. Once she set it in the CRM, Genius sent multiple texts and an email to the lady. When my colleague followed up to confirm the day of the appointment the lady said she was done dealing with us because she got badgered about confirming an appointment she didn't firmly set.
If there was a way where when you set an appointment Genius could ask some clarifying questions about that appointment so that we could establish parameters for confirmation/follow up to avoid specific and unique situations like this, that would be a game changer.
Shelby Parker
Thank you for posting, Jason Barnes! I have a few more questions for you:
- Can you provide more examples of situations where you'd like Genius to ask clarifying questions before sending follow-up messages?
- What specific clarifying questions would you like Genius to ask when setting an appointment?
- How would you like Genius to handle the follow-up process for tentative appointments?
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Jason Barnes
Shelby Parker, the main time where it would be helpful is when an associate may set an appointment tentatively for someone. Having Genius ask if the associate would like confirmation sent to the prospect before doing so would be helpful.
Another potential solution one of my colleagues had was if there was a little check box when we set an appointment that says "tentative" so the genius knows that isn't a solid appointment or we don't have a solid time set yet and doesn't require confirmation or follow up yet.
Not sure how feasible this is, but what if we could indicate to genius that we a set tentative appointment, and Genius could follow up with the associate to see if it's appropriate for it to reach out to the customer?