WEEK 1
MONITOR OUTREACH

GOAL: Make sure your reps are reaching out to 100% of their Smart List contacts

STEP 1: Reassign accounts

When a new Smart List is uploaded, all leads will be marked as Unassigned. Ensure all leads are reassigned to Reps immediately (3 days post-campaign drop), so your Reps can begin outreach
Click on Reassign Accounts
Filter accounts by Date, Smart List, Sales Rep, Store, BAN Type, and/or City

💡 TIP: Update or refresh new Reps about expectations with these reassigned accounts.

For unassigned accounts:
- Using the Sales Rep filter, select Unassigned and hit Apply
For accounts of an inactive Rep:
- Using the Sales Rep filter, select All Inactive Representatives and hit Apply

Check the boxes next to the accounts you wish to reassign
At the bottom of the page, use the Reassign to Store and Reassign to Rep filters to choose a new store and Sales Rep for these accounts
Click Reassign to finalize!

STEP 2: Review Smart Lists

Click on Reports, and open your Smart List Progress report
Aim to match the number of accounts in the Attempted column with the accounts in Accounts in List column for optimal engagement coverage

Review accounts from a high level (Store or Team View) — before drilling down to individual Rep performance.

💡 TIP: We recommend logging into Statflo 3X each shift (at the beginning, middle, and end) for 10 minutes minimum

STEP 3: Provide coaching

Review each Sales Rep, Store, and Team for complete account outreach
Praise the top performers and support Reps who might be struggling
Note that Reps can only send texts from 8am to 9pm in their time zone

💡 TIP: Make Statflo part of your culture and hold your team accountable. Have Reps share their wins openly with your team and discuss results (e.g. attempt rates, reach rates).

WEEK 2
MONITOR FOLLOW-UPS

GOAL: Check in with your Reps to ensure they’re engaging ongoing conversations and re-engaging customers who haven’t replied yet

STEP 1: Review conversations where the customer sent the last message in an ongoing conversation

Click on Conversations, then click on the Smart Lists tab
Click the Filters icon and use Filter by Status to select SMS In Progress

Think of SMS In Progress as your “active conversation alert” — it’s your team’s turn to reply!

💡 TIP: Have your Reps leverage the Notepad feature. If a customer mentions that they love the camera, ensure your Rep notes that down. The next time they chat, encourage your Rep to ask how the camera is doing and if the customer has taken any cool pictures lately.

STEP 2: Review conversations where your Rep sent the last message in an ongoing conversation

Using Filter by Status, select No SMS Reply
Think of No SMS Reply as there’s no reply from the customer at the moment
Gently nudging them might just reignite the conversation!

💡 TIP: Click on Reports in the left navigation bar, open your Smart List Progress report, and compare the Reached vs Attempted columns. Aim for a high Reached/Attempted rate. This means that customers text you back or pick up the phone!

STEP 3: Review conversations where the customer hasn’t responded

Using Filter by Next Action, select 2nd Attempt

These are the customers who need a second outreach attempt

💡 TIP: The best follow-up strategy is to switch mediums. We have found that the conversion rate is the highest when you start with a text (your Chat Starter) before giving them a call. If they don’t pick up, send them another text.

This said, if the customer has previously indicated a preferred communication channel, honor that choice to accommodate their preference.

COACHING OPPORTUNITIES

Engagement: Did your Rep leave the customer hanging?
Discovery: Was there an opportunity for your Rep to ask more probing questions to better understand the customer’s needs?
Objection Handling: How effectively did your Rep manage any customer concerns?
Next Steps: Was there a clear next step, such as setting up a call or booking an in-store appointment with your Rep? Was a task logged?
Conversation Closure: Did your Rep fully address the customer’s inquiry?

WEEK 3 + 4
MONITOR QUALITY

GOAL: Make sure your Reps are having quality conversations with customers

STEP 1: Review conversations where the customer still hasn’t responded

Using the Filter by Next Action icon, select 3rd Attempt
These are the customers who need a third outreach attempt

💡 TIP: Reach out to Statflo if you have any questions!

STEP 2: Review conversation quality

Click Reports, and open your Statflo Activity report
To browse a customer’s texts: Click on their SMS Received column, expand the SMS Received section in the pop up, and click on each customer name to analyze their conversation in a new tab
Use the questions from Week 2 to identify any coaching opportunities

HOW TO ADD A LEAD MANUALLY

Click on Smart Lists
Click on the Leads tab and click the + Add a New Lead button
Read the pop-up and ask the new lead:

“Do you agree to be contacted about promotions and updates from our company? You can withdraw your consent to receive electronic messages from us at anytime.”

Click the Yes button
Add the new lead’s information
Click the Add button

GUIDELINES FOR DNC (Do Not Contact)

GOAL: Ensure that you mark customers as DNC when requested.

Mark DNC

Manually:

In a customer’s conversation, click Log an Activity on the upper right side of the screen
Using the Interaction filter, select SMS/Call
Using the Outcome filter, select Requested DNC

Automatically:

When a customer replies via text with UNSUBSCRIBE, STOP, STOPALL, CANCEL, END, or QUIT

Do NOT set DNC if...

There has been no prior contact with the customer
The customer has not responded to the Chat Starter
The customer is simply not interested in continuing the conversation. In this case:
- In a customer’s conversation, click Log an Activity
- Using the Interaction filter, select SMS/Call
- Using the Outcome filter, select Not Interested