How to use Guaranteed Reply?

1. What is the Guaranteed Reply? What are its advantages?

"Guaranteed Reply" is a pricing method you can choose when quoting. If you want to avoid the problem of customers reading the quotation without responding or the customer's phone missed, then a guaranteed reply will be a good solution. When you quote for jobs marked with "Guaranteed Reply", you will be able to choose different pricing methods when sending the quotation: 1) Pricing by "Manual Quotation", or 2) Pricing by "Guaranteed Reply". When selecting the "Guaranteed Reply" pricing method, we will not deduct your credits when you send out the quotation. We will only charge you when the customer contacts you, which helps reduce the cost of not getting the customer and increase the return rate.

 

2. "Guaranteed Reply" uses the telephone connection service, and the problem of customer missed calls will never happen

The new Guaranteed Reply method uses the "PRO360 telephone connection service" to ensure that you can genuinely communicate with customers. We will make an appointment between you and the customer to make sure everyone is convenient to call at that particular time.  We will connect you and the customer via our telephone platform to ensure genuine communication.  However, if the customer cannot call at the scheduled time, the customer can also schedule another appointment with you. We will connect you again at the appointed time. Pros can activate the service by themselves.  Before making a successful connection, we will not charge you a quotation fee or call fee, which effectively solves the problem of not reaching the customers on the phone!

After successfully answering the call, you will see the customer's contact information in the job chat room. Then you can contact the customer on your own instead of through our call connection service. Please refer to item 12 of this article to understand "How does the call connection service arrange the time for you to talk to the customers?", or read the ConnectMe terms of use.

 

3. How to find a request with “Guaranteed Reply”?

All Guaranteed Reply and Manual Quotation jobs can be found on the “Jobs” page.  You will find a blue shield mark in the upper right corner of the "Guaranteed Reply" jobs.  You can click on the job, read the details of the requirements, and choose the job you want to quote. When you send out the quotation, you will have the option to use the "Guaranteed Reply".

4. Choose how you would like to quote

When you send out a quotation, jobs that support “Guaranteed Reply” have two ways of making a quotation.  You can choose either “Manual Quotation” or “Guaranteed Reply”.

5. What protections can “Guaranteed Reply” offer? What are the conditions?

If you choose “Guaranteed Reply”, we guarantee genuine direct communication with the customer via our telephone connection service and avoid paying quotation costs but not reaching the customer. Under “Guaranteed Reply”, .if the customer only reads your quotation but doesn’t contact you or if you cannot reach the customer, we will not charge you any quotation fee. There are certain conditions for “Guaranteed Reply”:

 

a) When you communicate with the customer successfully using PRO360 telephone connection service.

b) The customer will only log in to the telephone connection service at the specific time you schedule in the system.

When the customer has scheduled the call with you or at the automatic callback time set by you, and when the telephone connection service has already contacted the customer but cannot contact you (for example: You did not answer the call at the callback time etc.).  At this time, the system will automatically notify you and display the customer's contact information in the chat room. Although the pro cannot be contacted during the connection, since the customer has accepted your callback call,  PRO360 will consider this as a "successful contact". It will automatically provide expert customer contact information so that you can have follow-up communications on your own.

c)  Once the telephone connection service successfully connects the pro with the customer, the quotation fee will be charged regardless of whether the deal is confirmed.

d) Except for point 6 “Not Charging Condition”, proactive communications by the customers (including sending messages in the chat room) will be considered as successfully connected, and the quotation fee will be charged.  After the customer has read the quotation, proactively sent messages to you, you will receive a notification.  You will be able to read the message in the job message and in the chat room of the job.

 

6. Under what condition shall we not charge the quotation fee?

               a) Customer reads your quotation but does not contact you

               b) If you choose telephone connection service, but we cannot arrange a successful connection                       between you and the customer, we will not charge you a quotation fee

 

 7. How to charge "Guaranteed Reply"?

If you choose “Guaranteed Reply”, we will not charge a quotation fee. 

 

8. Why is the "Guaranteed Reply" fee higher than the "Manual Quotation"?

The new "Guaranteed Reply" uses the telephone connection service, and the cost of the task contact includes the communication fee for the first 3 minutes (valued at $5).  

Using the “Guaranteed Reply” has many advantages.  It reduces failure to contact customers, and it will allow you to be more accurate in customer lead development and improve the success rate. Since we will only charge when the customer has accepted your call, invite and get in touch in the “Guaranteed Reply” method, the success rate will be 2-3 times higher than “Manual Quotation”, which truly reveals the cost of successful customer development. When comparing the cost of the two methods, you should compare the success rates from different pricing methods.

 

9. Why does "Guaranteed Reply" can only be charged by credit card?

Because in "Guaranteed Reply", we only charge when the contact with the customer is successful. To avoid the problem of insufficient credit when getting in touch, you will also need to bind your credit card before you can use the "Guaranteed Reply" function. When you successfully contact the customer, we will still give you an option to debit the credit and only use the credit card when the stored value is insufficient.

“Guaranteed Reply” calls are made through the platform's telephone connection service. Once activated, the system will first make a call to the customer. The customer will also hear your preliminary estimate if you have filled in the quotation amount. We will connect you only if the customer is willing to answer.

 

10. How to activate the telephone connection service?

After you make a quotation, select the "Guaranteed Reply" method.  After you submit the quotation, you will be able to activate the telephone connection service through the chat room.

 

11. After activation, we will answer customer calls for you

12. When using PRO360 telephone connection service, PRO360 will arrange the call for you in the following ways:

12.1 When the telephone connection service is "successful"

After the call is successfully connected, PRO360 will display the customer's phone contact information in the chat room. After the end of this call, you will be able to directly negotiate with the customer through other communication methods and no need to connect via PRO360 telephone connection service.

12.2  When a customer accepts your call

a. Instant connect

When the PRO360 telephone connection service contacts the customer and agrees to answer your call, PRO360 will connect you immediately.

b. Free for the first three-minute call

When you negotiate with customers through the PRO360 telephone connection service, the first three minutes of the call are free.  After three minutes, the charges will be calculated according to 12.2c. Call and Telecom Charges are below.  Since the telephone connection service is designed to ensure a successful telephone contact between the two parties and provide a supervision mechanism, it is unsuitable for long telephone discussions. After a successful connection, please use other telecommunication methods to make calls to avoid high communication costs.

c. Calculation of call and telecommunications charges

When the PRO360 call connection service connects you with the customer, the first three minutes of the call are free, and after three minutes, we will charge $5 per minute on your registered credit card.  PRO360 does not support using credits to pay for calls and telecommunications.

d. After ending the telephone connection service, contact the customer by yourself.  PRO360 will incur no charge.

After obtaining the customer contact information, the PRO360 call service will be automatically closed. After that, you can contact the customer yourself. When using a mobile device on the PRO360 platform to click on the customer's phone number, your mobile device’s default phone dialing method will be activated. Your telecommunications company will charge the call fee, and PRO360 will not charge.

e. Automatic call recording function

When you negotiate with customers through PRO360 telephone connection service, the whole conversation will be recorded to ensure service quality. The recording files will also be displayed in the pro's job chat room for necessary follow-up. The automatic call recording feature stops when the call connection service ends. This automatic call recording function only applies when you use PRO360 telephone connection service.

 

12.3 When a customer is busy or missed a call

When the customer is busy or not answered, there will be no PRO360 connection charges, and we will re-arrange follow-up call time for you in the following ways:

a) Select the automatic callback time

You will see the customer's current status when the customer's phone is busy or unanswered. You can set an automatic callback time, and we will contact the customer again at the time you specify. With automatic callback, the connected service will only make one call to the customer at the set time. Every time the call fails, for example, the customer is on the phone or not answered, you will receive a "Failed to connect" message.  In this case, you need to restart the telephone connection service or set a new automatic callback time.

To maintain the quality of the job, if the call accumulates to 5 failures, the answering service will automatically stop, and we will put a “no longer receiving phone call” status for this case. We need to wait for the customer to activate contact before re-connecting.  If the customer does not re-activate, there is no quotation fee.

b) Do not set automatic callback

If you choose not to set up an automatic callback, please restart the call connection service to contact the customer.

 

12.4  Unable to contact the customer

If you cannot reach the customer through the PRO360 telephone connection service, PRO360 will not charge. You can still contact customers by sending messages via PRO360 chat room. If the customer replies to your message, the case will be regarded as a "successful contact" (except for the above item 6 "no charge condition").  We will also display the customer's contact information in the chat room, after which you can contact the customer yourself, instead of using PRO360 telephone connection service.

 

12.5 When using "Answering Service", how will the telephone bill be charged?

When using "Guaranteed Reply", the quotation fee has already included the first three-minute free call. After three minutes, the charge is $5 per minute.  Since the telephone connection service is designed to ensure a successful telephone contact between the two parties and provide a supervision mechanism, it is unsuitable for long telephone discussions. After a successful connection, please use other telecommunication methods to make calls to avoid high communication costs.

Please refer to the ConnectMe terms of use.

 

12.6 Payment methods and details of call charges

We debit the call charges on pro’s registered credit card.  You cannot use credits for the call charges.  You can check the payment details of the call fee in the transaction record under the account setting.

 

13. Applicable categories

“Guaranteed Reply” doesn’t apply to all categories but will be opened gradually in the future.