Section 11 : Lead Management & Sales

I. Tracking leads

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1. Use Forms to Capture Leads

Forms are one of the main ways to capture leads in Growth.

• Create a Form:

• • • Go to Funnels > Forms > Create New Form.
    • Add fields (Name, Email, Phone, etc.).
    • Customize the form as per your business needs (e.g., landing page or contact form).
    • Set up form actions like adding tags or triggering workflows when the form is submitted.

• Track Form Submissions:

• • • When a lead submits a form, you can trigger workflows, automatically tag them (e.g., "New Lead"), or notify your sales team.

2. Use Tags to Segment Leads

Tags are a powerful way to track leads and segment them into different categories.

• Assign Tags Automatically:

• • In your workflow, when a contact submits a form or takes another action, automatically add tags (e.g., “Interested in Product A” or “Hot Lead”).
  • This helps categorize your leads, making it easier to manage them.

• Manually Add Tags:

You can also manually add tags by going to Contacts, selecting a lead, and applying a tag.

3. Track Engagement with Emails and SMS

Engagement tracking shows you which leads are interacting with your emails or messages.

• Email Tracking:

• • Track if a lead opens an email or clicks a link.
  • In your workflows, you can set up triggers based on email open rates or link clicks to segment more engaged leads.

• SMS Tracking:

• • Monitor SMS replies from leads.
  • Use SMS Templates in workflows to send follow-ups or reminders based on their behaviour.

4. Monitor Appointments and Calls

Tracking appointments and calls helps you see where leads are in the sales process.

• Appointments:

• • Use Calendars to allow leads to book appointments directly with you.

• • Trigger automated reminders and follow-up messages for booked appointments.

• • Track missed appointments and take appropriate actions (e.g., reschedule).

• Calls:

• • You can track completed or missed calls in your workflows, allowing you to follow up if a lead misses a call or completes a call.

5. Use Pipelines for Lead Management

Pipelines in Growth help you visualize and manage your leads through the sales process.

• Create a Pipeline:

• • Go to Opportunities > Pipelines > Create New Pipeline.
  • Customize the stages of your sales process (e.g., New Lead, Contacted, Follow-up, etc.).
  • As leads move through the pipeline, you can set up automatic tasks or notifications.

• Track Lead Progress:

• • Move leads from one stage to another based on actions they take (e.g., booking an appointment moves them to “Contacted”).
  • This helps you see where each lead is and which ones need follow-up.

6. Use Workflows for Lead Nurturing

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Automating lead follow-ups is crucial for maintaining engagement and moving leads down the funnel.

• Create Lead Nurturing Workflows:

• • Use Email and SMS sequences to nurture leads based on their actions (e.g., open emails, fill out forms).
  • Trigger follow-up tasks (e.g., call reminders, next email).
  • Use If/Else conditions to segment and personalize follow-up actions based on the behavior of each lead.

7. Custom Fields to Track Lead Information

Custom fields allow you to capture specific information about leads and keep track of important data.

• Create Custom Fields:

• • Go to Settings > Custom Fields.
  • Create custom fields (e.g., "Lead Source", "Interest Level", "Budget").
  • These fields can be filled out during form submissions or manually added to the lead profile.

8. Use Reporting to Analyze Lead Performance

Growth provides built-in reporting to help you analyze your lead generation efforts.

• Reports on Emails, SMS, and Forms:

• • Track open rates, click-through rates, and form submissions.
  • Use this data to evaluate which lead sources or campaigns are performing best.

• Dashboard:

• • Use the dashboard to view real-time stats on your leads and track KPIs like total leads, conversion rates, and sales performance.

II. Closing deals

To close deals in your pipeline:

1. Go to **Opportunities **.

2. Move the opportunity to the "Closed" stage once the deal is complete.

3. Record the deal's value and add notes.

III. Lead scoring

1. Custom Fields for Score

• Go to Settings > Custom Fields.

• Create a custom numeric field, for example: Lead Score.

This field will hold the score and can be updated automatically in workflows.

2. Use Workflows to Add/Update Score

You can increase or decrease the lead score based on user behaviour.

Examples of actions that can increase score:

• Email opened: Add 5 points

• Link clicked: Add 10 points

• Form submitted: Add 15 points

• Appointment booked: Add 20 points

How to do this:

1. Go to Workflows.

2. Create a new workflow (or edit an existing one).

3. Add triggers like:

• Email Opened

• Form Submission

• Page Visited

4. Use the “Update Custom Field” action to increase the lead score:

• If score was 10, set the new value to 10 + X.

3. Use If/Else Logic for Scoring Thresholds

You can create conditional branches:

• If Lead Score > 50 → Tag as “Hot Lead”

• If Lead Score > 30 → Tag as “Warm Lead”

• Else → Tag as “Cold Lead”

This allows your sales team to quickly prioritize leads.

IV. Converting conversations into leads

Turn chats into leads:

1. While in a conversation, click "Convert to Lead" in the top-right corner.

2. The contact details will automatically be transferred to the leads section.

3. Follow up with the lead as usual.

V. Rating conversations

Rate your conversations to track quality:

1. After each conversation, rate it using the star rating system.

2. Use the ratings to determine which agents or conversations need improvement.

VI. Use the Revenue Section

1. Go to Payments > Revenue.

2. Track sales, revenue, and client payments.

VII. Send Auto-responses When Agents Are Offline

1. Go to Settings > Chat Widget.

2. Set up "Offline Messages."

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Updated on: 19/05/2025