Live Answer (24/7 On Demand) Feature Overview
ShowMojo's Live Answer Service is an integrated part of the ShowMojo platform.
Live Answer, on Demand, and 24/7
ShowMojo's live answer (in combination with ShowMojo PHONE) allows you to control the answer flow -- to meet your specific needs:
Any of the following example call flows is possible (including others) and can be configured from the Phone Settings page at any time.
- Send all prospects who wish to speak to someone straight to Live Answer.
- Send prospects who wish to speak to a live person to your internal number first -- and Live Answer picks up only when that number does not.
- Send every call to your internal number first, and have ShowMojo PHONE answer only when your number does not. Then, callers who choose to speak to a live person will be routed to Live Answer.
Similarly, you can choose when Live Answer is enabled. This may be:
- All the time.
- Based on a weekly schedule you define and update.
- When you explicitly turn it on and off.
ShowMojo gives you all the flexibility you need.
How It Works
ShowMojo PHONE still answers all your calls with all the expected bells and whistles and text messages. We’ve just added one new option to direct live calls (either immediately or only when you cannot answer them) to the Live Answer call center.
Scheduled showings and new leads are nurtured with the exact same screening, scheduling, confirmation, and reporting as your current ShowMojo activity.
Everything is tracked through ShowMojo — even prospect questions for you (if you want to allow them). It’s all one system.
Upcoming showings are sent their showing information when they reach Live Answer. The agent will help find and send upcoming showing details to the prospect, so they can review all the details and make any updates.
Anything that cannot be addressed directly by an agent is captured and forwarded as a question to you. These Live Answer Prospect Questions are routed following the same rules (and Team Settings) as new lead notifications.
Who Answers and How is the Call Handled?
ShowMojo leverages both US-based and off-shore agents to ensure every call is answered promptly. Call quality, and the prospect experience, is of paramount concern for us.
Live Answer agents only ask the first three Restrictor-Based Screening Questions over the phone (to reduce the number of disappointed prospects who do not pass screening). The rest is pure ShowMojo. Each prospect who schedules a showing completes your remaining screening questions after the call. Or, if a prospect doesn’t find an available showtime they like, ShowMojo sends them a link to self-schedule when more times are available, and reminds them by text if they haven’t scheduled.
Additionally, when a prospect calls to report scamming or fraud, Live Answer has a comprehensive 12-question form that the agent talks through with the caller. The goal is to gather as much information about the incident as possible. The outcome of this conversation is emailed immediately to you.
To help make you successful: Optimize Your ShowMojo Account for Live Answer.
We've tried to give you options while making billing simple and clear: Live Answer (24/7 On Demand) Call Fees and Billing.
And we don't want to over-promise, so we have added: Live Answer (24/7 On Demand) Limitations.
How to Get Started
This is all on demand. Any and all of these options are immediately available to you on the ShowMojo Phone Settings page, in the Live Answer (24/7 On Demand) section. There’s no support ticket to file. No setup time. No waiting. Just configure Live Answer and turn it on. Leave it on in perpetuity. Or turn it on and off as you like, and as you need it.