pinkcow customer service

process
Pipedrive
Customer Relationship Management (CRM) tool to manage contacts
efficiently and effectively from point of inception right through to
refund.
 Lead Management Process Flow
1) Leads are automatically loaded into
pipedrive and marked according to
lead type (Calculator, Abandoned,
Customer Support). Note that they are
allocated to Pipedrive via GMAIL,
2) Add missing client details in
Pipedrive – Name and contact
number.
Useful tools to install:
- Streak (to see if the client has viewed
your emails)
- Rebump (automate your email follow-
ups so you just need to call)
-- Auto BCC (to automatically BCC
pinkcowpipedrive_
3) Sales team work through leads allocated as
follows:
- Find email in pipedrive and check first for previous
history, double check by searching their name for
previous history.
- Attempt to call and drag to the appropriate status
in the pipedrive dashboard as necessary (see next
page)
- Assign opportunity to oneself as per the stage of
the opportunity - see slide 5
- Set task for follow up as necessary
- Send email for calls requiring emails (so where
there was a specific conversation which took place
requiring one or sales team member simply wants
to give contact details). PS. Be sure to BCC the
deal this refers to in piperdrive
6) Results review in debrief at the end of the week
Sales lead
Types of sales :
• Abandoned – this is where the customer has visited the site and begun to
fill in the online form but not completed the whole process.
• Tax Refund Calculator – customer visited the site and obtained a refund
estimate using the refund calculator located on the home page.
• Customer support email/phone – customer came to us via these methods
NOTE – we look to give a phone call to all leads within 5 minutes of receipt to
the site. The likelihood of closing a lead is far higher if a call is made within a
short time frame after receipt. Prioritise abandoned leads ahead of
calculator leads as they tend to be warmer.
Type of opportunities
• After the leads have been contacted, they should be assigned as :
- CNR (Contacted No Response) – made contact via answer machine or email but did not speak to
the customer or receive any feedback. Marked in the system as opportunity CNR1, CNR2, CNR3
depending on if contacted 1, 2 or 3 times. CNR 3 closes the opportunity (3 phone and 3 emails –
see next page - remember leave a day’s gap between each failed attempt to respond).
- Write-off – customer has explicitly said not interested/has lodged somewhere else and asked for
no more contact. Move to lost pipedrive and allocate to the appropriate stage based on lead’s
reason for not transacting. Write-offs to be reviewed by MO.
- AMBER – made contact with customer – customer is undecided right now but there is potential to
close.
- GREEN – customer sounded extremely interested – nearly managed to convert.

If the lead has transacted then they will be allocated as “WON – Commission Eligible” – pin in
Pipedrive the reference number.
Contact cycle
• Leads which are CNR should be contacted up to 3 times. Any more contact
should be authorised or notified upon review by Janine or Steve.
• If no response should contact a client up to 3 times via phone and 3 via
follow up email. Give a days space in between each.
• Customers should be called before being emailed. After each call the
customer should be followed up with an appropriate email from the script
pack or personalised one as necessary. Obviously if there is no phone
number or valid email – make contact by whatever means possible.
• The details of each call should be added to the notes within the Pipedrive
deal.
• Each email sent to the customer should be attached to the pipedrive
account.
Targets
• On average each call (inc. notes) takes around 4 minutes (note this
makes allowance for calls with answer machine messages. Where you
speak to client should take around 4-5 minutes).
LEAVING A PHONE MESSAGE
“Hi <Client Name>,

This is <NAME> from Pinkcow tax refunds.

I am just calling to see if I can be of any help with lodging your tax return. I can see that you visited
our site and I’d like to be of assistance to get you started.
Please give me a call back at your convenience on (0)3 9034 5895 or give me an email at <Your email
address>.

Thank you – bye”

Please note that when dialling an overseas number will need to give the international dialling code
to our number – numbers start with 0061.
Potential customer says “now is not a good time
to call”
Finish call with “OK – is there a more convenient time to call? …….I will also follow up with an email so you have my contact details.”

Key point here is to try and build opportunity to have further dialogue with customer – they will feel more obliged to communicate if
we have already provisionally arranged a time etc.

ANSWERING INBOUND CALL

“Hi, thank you for calling Pinkcow –this is <Name> speaking – how can I help”
Undecided customer – fight for pinkcow!
Where the customer is on the fence or says they are going elsewhere, unless
they have actually made the purchase, fight to retain them for pinkcow!

Remember the customer will lodge somewhere so it is up to you to

determine whether that is with us or someone else.

Try and keep the potential on the phone and build a dialogue – personalise
the service so you make them feel that you are doing something for them “I
will personally look into that” , “send an email to my personal email
address”. Please see on the next page, things you can say about the Pinkcow
service that will really help in closing the deal. Above all, remember we are
much better value than the competition at around $50 on average.
Undecided customer – fight for pinkcow!
Things to say about pinkcow to close the deal!

- Better value than the main competitors – at around $50

- NO refund NO fee promise (if they are not WHV makers)
- $89 plus GST fee for WHV tax return processing
- 100% paperless process – our competitors have longer processes requiring physical
signatures and the scanning and sending of documents
- Convenience – tops 10 mins to complete from start to finish
- Fully mobile compatible – can be completed from iphone – just photo payslips/PAYG
summary – attach and send back. On screen signature.
- Highly skilled and trained registered tax agents employed who will get the maximum
possible return for Pinkcow clients
- Dedicated customer support to help through the process from start to finish
OPENERS for SALES LEADS – opening should be like below but the sell is
likely to flow more after this depending on the potential customer’s response. In this case should be
able to quote standard answers to questions as well as highlighting benefits of the pinkcow service.

• Tax refund calculator follow up

- Hi this is <NAME> from Pinkcow tax refunds. I believe you visited our site and are
owed a refund of “x”. Can I be of any assistance so we can get started with
processing your tax refund?
- It will take less than 10 minutes to complete our paperless online process
• Abandonned form follow up
- Hi this is <NAME> from Pinkcow tax refunds. I am just calling to see if I can be of
any assistance to you in order to get started with your tax refund today!
- It will take no more than 5 minutes to complete our paperless online process
• Call back request follow up
- Hi this is <NAME> from Pinkcow tax refunds. I believe you requested a call back in
order to get started with your tax refund claim. How can I help?
Email – follow up call when spoken to
customer
Subject Title – Thanks for your time <CUSTOMER NAME> - Here are my contact details

Hi <NAME>,

Thanks for your time just there. Please do not hesitate to contact me should you have any questions or require any assistance whatsoever.

Per our discussion just a while ago, let us know if you are having trouble obtaining your paperwork - we will gladly assist. - personalise depending on your conversation

Remember we operate a no refund, no fee service and our process will only take 5 to 10 minutes to complete – tops! We are on average $50 better value than our
main competitors.
Our fee starts at $89 then is 8% of refund but is capped at $250 (exc GST). Note the fee is $89 or 8% not $89 plus 8%.
Fast processing! Our year end refunds will take 2 to 3 weeks to get to you from date of lodgement!

If you decide to go ahead and lodge online, click HERE.

Let me know once you have lodged at our site so I can personally review and look after your application!

Please don't hesitate to let me know if you have any questions.

Warm regards,
Email – response – how much do you charge
for your service?
Hi <NAME>,

Our fee starts at $89 then is 8% of refund but is capped at $250 (exc GST). Note the fee is $89 or 8% not $89 plus 8%. - This is for non-WHV makers fee
add this when needed only.

We are on average $50 better value than our main competitors.

Simply click HERE and complete the online application in less than 10 minutes!

Fast processing! Our year end refunds will take 2 to 3 weeks to reach you from the date of lodgement!

Apply now and I’ll look out for your application - one of our tax agents will take a look to confirm the refund before lodgement with the Australian Tax
Office (we will come back to you to confirm this prior to sending to the ATO).

We operate a no refund, no fee policy - that's a promise.

Email – tried to call
EMAIL TITLE – Hi < client name>, I tried to call you – can I be of any assistance?”

Hi <NAME>,

I tried to give you a call - I wanted to get in contact to see if you had any questions or needed any help with processing your tax
return.

Please don't hesitate to get in touch if you have any queries - you can contact me at this email address or on the number below and I
will be happy to help.

Please note that we don't take any upfront fee (we only take our fees from the refund itself). You are guaranteed a no refund, no
fee service! We are on average $50 better value than our main competitors!

Fast processing! Our year end refunds will take 2 to 3 weeks to reach you from the date of lodgement!

With the average tax refund amounting to $2,500, it's worth investing a few minutes to apply.

Please click this LINK to our website so you can lodge straight away:

Let me know once you've lodged so I can personally review and look after your application.

Please let me know if you have any questions.

Many thanks,

Janine

Follow up every call where did not actually speak to the person with above….