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FAQ
Proper timing is a crucial part of any marketing venture.
However, when it comes to following up with leads, we often forget how critical timing is. For example - eighty-six percent of franchise deals closed were from leads contacted within four hours of expressing interest. Seventy five percent of franchisors fail to meet that goal. (Franconnect source - may not want to link to it)
If I could make a single recommendation to improve the return on your lead generation dollars, I’d tell you to focus on response times.
A core functionality of many CRMs and various similar pieces of technology you've used before is the ability to filter and sort leads as you'd like. This can be a very important feature when you're focused on sifting through often years of data to find what you need.
When it comes to FranFunnel, we're much more focused on the leads and activity that are important right now.
The goal of the lead feed is to keep the most relevant leads for you at the top of the list:
In order to do this, we use a sorting algorithm called last interaction.
While that's the fancy term, you can think of the way that we order leads similar to how the text message app on your phone orders conversations. The most recent conversations are found at the top, followed in descending order by the less and less recent conversations.
Essentially, every time a lead is either added to FranFunnel or takes an action (responds to a text, opens or clicks an e-mail), it is promoted to the top of the list. So as leads are doing things, you not only are notified about them but you’re visually cued to take an action if you feel compelled to.
Archiving a lead removes it from the list.
If you don't hear from a lead, FranFunnel will automatically remind you to check in with them after a while. These are just little nudges, and they are totally customizable.The reminders look like this:
If you click on the lead reminder icon, the little bell will go away. We also keep a permanent record of the reminder within the lead's feed itself:
Email support@franfunnel.com if you want your reminders to be more frequent, less frequent, or turned off altogether.
If you absolutely must completely remove leads from FranFunnel, likely for consumer privacy reasons, all you need to do is contact support@franfunnel.com, and they will gladly take care of that for you.
For most purposes, archiving leads should do the trick, as they will be available to you should you need them. They will still be out of the way, and de-clutter your feed.
Information on archiving leads, check out this article (https://support.franfunnel.com/hc/en-us/articles/360006786334-What-are-the-various-lead-statuses-located-in-the-legend-on-FranFunnel-)
Occasionally, it will become necessary for you to make a manual edit to a lead's contact information. You are now able to do so on the desktop version of FranFunnel.
After selecting the lead, click on the menu on the upper right corner of the lead and select "Edit Lead Info."
That will take you to a screen that allows you to change key pieces of information about that lead such as name, e-mail address, and phone number.
Then all you need to do is press "Edit Lead" to save the new information.
At this point moving forward, all future communication i.e. texts as well as scheduled drip e-mails will be sent to the new information.
If you need any other fields to be edittable, just let us know at support@franfunnel.com
Importing leads into FranFunnel is a fairly new feature, so please excuse us if you feel that the process is a little specific.
The first thing you'll need to do is create a .CSV file with the leads you'd like to upload. A template of this spreadsheet can be found here.
In the first row of the document, you'll need to put the headings of each of the columns. The available fields are:
(All field names need to be lowercase)
Then just include the lead information you want to upload in rows 2+ of the CSV.
After saving the CSV, navigate to the menu on the desktop and click the "Import Leads" button. (Here's the link: https://app.franfunnel.com/leads/import)
Click on the "Click To Browse" button, and your leads will be added to your FranFunnel.
N.B. Currently, we do not offer automation for the leads added this way. If you'd like to communicate with these leads via SMS, then you'll need to enter and send those messages manually.
You can use FranFunnel to send invitations to your leads via your calendar. (Step 1 to accomplishing this is actually connecting your calendar. Instructions to do so are found here.)
When you want to send an invite to a lead, first navigate to that lead and click the calendar button at the bottom of the screen.
This will bring up a screen that allows you edit the details of the calendar invitation itself.
This will automatically add the event to your calendar as well as sending an invitation to the lead via e-mail.
All you have to do is email support@franfunnel.com with what you'd like the new field to be. They'll take care of you from there. From then on, you'll have the new field whenever you add a new lead!
How do I change the content of an automated text? || FranFunnel Tutorial 2021
We are able to change the outgoing text messages on a temporary and permanent basis. Some people want to change the message if they go on vacation or if there is a holiday weekend. Other people may want to permanently change the messages to reflect a different messaging strategy.
As of now, all the changes to the text messages are done by members of the FranFunnel team. Just e-mail support@franfunnel.com, and we'll be able to make those changes for you.
Yes!
There are a few features of FranFunnel that are available on the desktop but not available via the app.
However, given that 2-way texting is so important to what we do, you are able to send text messages from either platform. If you send a message in one, it will immediately be reflected in the other.
We recommend that you use whatever is more efficient and comfortable for you.
The short answer is no, but take a look at this video we put together on the topic.
Should you put calendar links in introductory texts? || FranFunnel Tutorial 2021
The short answer is yes, but check out this quick video we put together on the topic:
Should you be sending texts overnight? || FranFunnel Tutorial 2021
Click tracking has long been an important feature in email marketing. You will often hear "click rate" or "click-through rate" cited as a measure of an email campaigns success or failure.
With FranFunnel, we enable you to track which of your links are clicked from your texts.
When you type a URL into the text box that begins with "http://" or "https://" and press send, you'll notice that the link in the text message is actually changed to one that begins "https://frnf.nl"
Don't worry, this is on purpose.
When a lead then clicks on that link, you'll be able to see that that click has occurred in FranFunnel as well as the lead being taken to the original URL that you typed into FranFunnel.
As a default, this feature is disabled on all texts that are sent automatically. If you're interested in turning this on for your automated text, just e-mail support@franfunnel.com and we'll be able to set everything up.
We do not support images in our automated text messages. This is because we have noticed that it worked against our clients' interest twofold:
1. Text messaging is so effective because it is seen as natural and personal. Adding a logo dilutes, or even destroys, this intimacy; this can ruin your lead quality.
2. The wireless carriers are more likely to flag your messages as spam and refuse to deliver them to your leads, even though the messages are perfectly legitimate. We don't want that!
That being said, emojis are certainly an option. Some brands have found a lot of success (https://www.franfunnel.com/bulletin/franfunnel-s-inaugural-text-message-beauty-pageant/) including emojis in their intro texts.
If you have more questions about using images in messages, reach out to support@franfunnel.com
How do quick replies work? || FranFunnel Tutorial 2021
If you find yourself sending the same text message to leads over and over again, FranFunnel has a featured call Quick Replies that allows you to have templated messages that are sent with the click of a button.
When you click on a lead, you'll find a button on the communication panel that looks like this:
When you press that button, it will bring up the information panel with all of your pre-written messages:
Clicking on one of those messages will automatically deliver that message to the lead. (You are not able to edit the messages before they are sent.)
If you want to add additional messages your list, simply click the
at the bottom of the page and you'll be able to add any messages you would like.
When adding a quick reply, it is possible to dynamically add certain information from the lead into the message. (Another term for this in previous generation would be a "merge tag")
If you'd like to include any information from the lead in your quick replies, simply include one of the following terms:
{{ lead.firstName }}
{{ lead.lastName }}
{{ lead.city }}
{{ lead.state }}
If there are any other fields that you'd like to insert dynamically, then e-mail support@franfunnel.com and we'll be able to activate additional fields.
VIDEO URL; How does the email parsing work? || FranFunnel Tutorial 2021
As you well know, getting leads from the place that they are generated into FranFunnel in a swift manner is paramount to taking advantage of our software.
In all likelihood, the way that your company is sharing your leads with us is via email. Each time a lead is generated, a system triggers an email being sent to a FranFunnel email address.
Once we receive that email (almost certainly to a fwd.franfunnel.com address) we program a machine to read that email as if it was human. This process is called email parsing.
Parsing can be fickle, but find it's the best way to accomplish our goals.
Here are the steps we take to get your leads into our system via email:
Step 1: Add a FranFunnel e-mail address as an e-mail recipient when leads are generated
In all likelihood, we’ll give you an e-mail that looks like <company>+<source>@fwd.franfunnel.com. What’s important is that each one of your lead sources is going to likely need a unique e-mail address.
Step 2: Parse the e-mail into it’s various parts
Based on the template, we’ll take an e-mail that looks like this:
And parse it into these parts:
Step 3: We then deliver all the information via API to FranFunnel, so it shows up in the proper account with all the information. Automation, if required, can begin to occur at this moment.
We are able to change the emails on a temporary and permanent basis. Some people want to change the emails if they go on vacation or if there is a holiday weekend. Other people may want to permanently change the emails to reflect a different email strategy.
As of now, all the changes to the emails are done by members of the FranFunnel team. Just e-mail support@franfunnel.com, and we’ll be able to make those changes for you.
Whenever an e-mail is received by a lead, there are two different ways that they can identify who sent them the e-mail:
From Name
Reply Address
In both cases, FranFunnel is in control over what these are. By default, we’re likely to select your full name as well as your work e-mail address for these fields. However, there may be extenuating circumstances by which we choose to select a different “From Name” or “Reply Address” for your account.
If you’d like to know what the settings are on your account, just e-mail support@franfunnel.com and we'll will let you know your settings.
When each lead enters FranFunnel, it is automatically classified as “uncontacted” i.e. the salesperson has not succeeded in making successful contact with the lead. As long as a lead continues to retain its “uncontacted” status, they will receive the drip e-mails on the schedule that you have set-up with FranFunnel.
There are two separate ways that a lead changes from being “uncontacted” to being “contacted.”
Anytime you get a hold of a lead via a non-text form of communication (like e-mail replies), you’ll need to come in and let FranFunnel know you want to deactivate the drips.
Manually logging your non-text contacts is important to FranFunnel's success as:
Note: Archiving a lead does not deactivate e-mail drips
If you have an iPhone, you can download the FranFunnel app here:
If you have an Android, you can download the FranFunnel app here:
There should never be a situation where you expect there to be a lead in FranFunnel, yet it’s not there. However, there are a number of different reasons that you would be expecting a lead to be in FranFunnel and it’s missing:
Your FranFunnel account manager will almost certainly be able to figure out which of these is responsible for the missing lead and provide a quick solution.
There are four different events that we have the ability to notify you about:
By default, we have mobile push notifications enabled for the first three and e-mail notifications enabled for text message replies and e-mail clicks.
If you’d like to change what you’re notified about on FranFunnel, just e-mail support@franfunnel.com and we can turn on/off any of these.
The notifications next to the leads correspond to various actions that the leads could have taken without you being aware. The three main icons are email opens, email clicks, and responses to text messages.
Here’s a legend:
The first step in the process is to visit this URL: https://www.franfunnel.com/cronos/connect-calendar/
This link will take you through a registration flow that authorizes us to manage your account. At the end of this process, you'll be shown a screen that let's you know that we're connected!
At that point, just e-mail support@franfunnel.com at let us know! We'll be able to finish the set-up at this point.
You'll be able to schedule appointments with your leads at this point.
https://support.franfunnel.com/hc/en-us/articles/1500008083702-How-Does-FranFunnel-Onboarding-Work-
1. Send/import leads to franfunnel
2. crat a compelling intro message with an introduction, intention, and direct question (such as when to schedule a time to speak)
3. You’re all set!
When you or your company signed up with FranFunnel, we shared our terms and conditions (likely in an email.) Due to changes in the technology, communications, and legal environment, we will periodically need to update our terms of service.
In order to continue using FranFunnel, you'll need to agree to the updated policies.
If you'd like to see our latest terms of service, just email support@franfunnel.com, and we'll share them with you.
Just email support@franfunnel.com and let them know. They will send it along!
If you need to change the credit card on file, simply e-mail support@franfunnel.com and we'll let you know the easiest way for us to get the new information.
Couple additional client questions maybe to include
How much does FranFunnel cost?
We create a custom quote for you that depends on the number of users, volume of texts, and level of support required. Schedule a demo [link to demo form] with one of our account executives to learn more about the tool and pricing.
