Inbound Calls Should Not Affect Engagement or Lead Stage
gathering votes
C
Chelsie Cowart
It is not necessary to make an inbound call change the lead stage. That messes up process when the inbound phone call on a file could be for a different department that has nothing to do with the sale of a car.
N
Nick Degnan
You should be able to log an inbound call similar to an outbound call. At that point it makes sense for the lead to get moved to engaged. Many customers call in, hit the tree or menu, and then hang up when they realize who they are calling. Many potential sales customers also service at the dealership. An inbound service call to an advisor, that never get touched by a sales person or BDR, should not effect the status of a sales deal. The inbound call alone is not enough to trigger engaged status.
Shawn Goebel
gathering votes
Shawn Goebel
Chelsie Cowart Thank you for the feature request! We are going to move this one to Gathering Feedback to see what other users think about this request. Thank you again and have a great day!
S
Samantha Fulford
Bruno de jesus Jara De La Cruz - this is a customer we have had "open" for over 150 days. Customer has been in "Lead" stage. They reached out to our service team, and now the deal stage has changed from "Lead" to "Engaged". This is changing the amount of tasks we have for this customer, and how frequent we get these tasks. The system thinks the customer has spoke with us about purchasing a vehicle, but they have not.
It would be better to change things back to as they were. You can always fake a call to push a customer to "Engaged", but you can not revert back to "Lead".
Shelby Parker
Hey Chelsie Cowart, thanks for your feedback! I have a few more questions for you:
- Can you provide a specific example of when an inbound call changed the lead stage and it negatively impacted your process?
- What would be your preferred behavior for the system when an inbound call is received?
- Are there specific departments or types of calls that should not trigger a change in the lead stage?
C
Chelsie Cowart
Shelby Parker Hassan Sufder - has not communicated with us at all, but the stage changed to engaged when an inbound call came in that did not even say anything. When a customer hits engaged stage, the way tasks fire is different and they get more reach outs since they are "engaged". If a customer is not truly engaged, we would not want to reach out to them more.
We would just like if the inbound calls did nothing like they did before.
No inbound calls should trigger a change in stage.