BHHSNV Virtual Agent Center Training Virtual Agent Center (VAC) Manage Your Contacts Modify Your Listings Customize your Website Track your Lead Generation and Much More. Presented to you by: Berkshire Hathaway HomeServices Nevada Properties
Virtual Agent Center (VAC) Table of Contents Virtual Agent Center Overview Page: 4 Consumer Search Overview Pages: 5-9 Logging in to your VAC Page: 10 Home Page Features Pages: 11-12 User Section Pages: 13-17 Profile Page: 13-14 Controls Pages 14-15 Instant Acceptance Page 16 Email Signature Page 16 User Photo Page 17 Domains Page 17 Clients Pages 18-34 Main Pages 18-19 Contact List Pages 19-29 Adding a New Contact Page 20 Contact Profile Page 20 Web Activity / Market Watch Reports Page 21-22 Action Plans / Activity Notices Page 23 Contact Notes Page 24 Contact Email Page 24 Email History Page 24 Bulletin Board Page 24 File Archives Page 25 Importing Contacts Pages 25-27 Exporting Contacts Page 27 Managing Duplicates Page 28 Printing Labels Pages 28-29 Groups Page 29 Campaigns Pages 30-31 Email & Letters Pages 31-33 Compose Email Page 32 Sent Email History Page 32 Letter Library Pages 32-33 Create Letters Page 33 2
Send Postcards Page 33 Messages Page: 34 Calendar & Tasks Page: 34 Listings Pages: 35-48 Listing Manager / Flyers Pages 35-42 Demo & Manual Listing Pages 42-44 Listing Reports Pages 44-45 Featured Properties Page 46 Buyers Tour Pages 46-48 Site Builder Pages 49-70 Design Center Pages 49-52 Pre-Packaged Page 49 Homepage Page 50 Template & Background Page 51 Headers Page 52 Site Content Page 53-57 Content & Image Library Pages 53-56 My Blog Page 57 Search Controls Page 57 My Searches Pages 58-62 Manage Searches Page 58 Adding Searches Page 58 SEO Search pages Pages 59 SEO Community Pages Pages 60-62 Client Saved Searches Page 62 SEO Manager Pages 63-65 Optimize Pages Pages 63-64 Tracking Codes Page 65 Site Verification Page 65 Apps & Widgets Pages 66-68 Clients & Leads Page 66 Search Objects Page 67 Framed Searches Page 68 Reports Pages 69-70 Domain Entry Report Page 69 Marketing Source Report Page 70 3
This web technology system seamlessly integrates three separate arenas: The Public Internet, The Agent Intranet, and the Client Extranet. The Internet refers to the public side of your web site. This is what all of the consumers see when they type in your web address or are directed from the company site. The internet portion includes the property search, contact form and content that you display to all The Agent Intranet refers to your private control center which is only accessible with a valid username and password. Inside your intranet you have access to all of the exclusive tools and resources provided to you by the company. The Client Extranet refers to the additional service area that the consumers can reach by creating an account. Once this account has been created, the consumer enters what is known as a Virtual Office. This then becomes your direct connection to the Client. 4
Consumer Search Overview. Consumer s will begin their ultimate home search here with the ability to view over 22,000 Property Listings in the Greater Las Vegas Area. Consumers can easily navigate your site by using the Quick Search Feature, Property Search Feature, Interactive Map Search Feature or by setting up a Property Watch for new Listings posted to the MLS. Also available are your Featured properties. 5
Once a Consumer fills in their desired Search Criteria, the number of available listings will be displayed. Quick details can be viewed by clicking on a property from the map or the list below. The Consumer also has the ability to complete an advanced search by selecting More Search Options Searches can then be saved 6
When the Property Detail Page Opens, Consumers will see basic Property Information. Studies Show that Consumers want instant gratification. Giving them what they want to see prior to requesting their information will result in them registering on your site without the pressure of doing so. Certain information pertaining to a property will not be visible and therefore the Consumer will be asked to sign in and create a new membership in order to view pertinent property information that you have decided to withhold. This will be discussed later in this handout under User Controls. 7
The Property Watch membership sign in looks like this When a consumer selects your listing and registers for more information their personal information is directly routed to you. The Lead is now yours even if they search other Agent s listings. You will receive notification of the new Lead and must confirm/accept the lead through your intranet. Upon completion of the member registration, this system will compile and send to the new member a welcome email on your behalf. * Both email examples are shown on the next page. The new member now has access to the most amazing tools TODAY through their Client Extranet platform. Other Amazing Features include: New member information created in your Virtual Agent Center. E Mail drip campaigns available to set up and send automatically Complete history of when this new member visits this website as well as what they viewed. Automatic notification from your Virtual Agent Center 8
What the Agent will see A lead (#33081918) on your Berkshire Hathaway HomeServices Nevada Proper es web site has just registered on Property Watch. Source: Agent Website Extranet Sign up Lead Type: Original Lead O ered: 11/23/2013 12:03 PM Lead Re o er/expira on me: Agent Site Lead To nd out more informa on and to accept this Lead as your Customer, Log onto the Berkshire Hathaway HomeServices Nevada Proper es Intranet, select the "Client" tab, and "Accept" the Lead. Time is of the essence. This client may visit other agents lis ngs or websites, and the lead may also contact those agents, so you may not be the rst agent to capture this Lead. By accep ng the Lead, you agree to ac vely pursue lis ng and/or sales opportuni es with this Customer. Once you accept this lead, all future inquiries from this lead will be directed to you. What the Consumer will receive Thank you for registering for "Property Watch". By registering, you have gained access to many addi onal bene ts not otherwise available to the general public. Bene ts Include: Saved Searches: You may save one or more searches to reference at a later me. This preserves your exact search criteria without having to rebuild a search. You may save as many di erent searches as you wish. E Mail No ca on: Would you like to automa cally receive an e mail informing you of a new property on the market that meets your exact search criteria? Simply ac vate email no ca on on any Saved Search. Favorite Folders: It is di cult to remember which individual proper es are of the most interest. With this feature, you can save proper es and organize them into separate folders for later reference. To return to "Property Watch" and con nue your property research, use the link below. www.yourdomainname.com Sincerely, Michelle El Maestra Michelle@BHHSNV.com 702 595 1224 Now that you have an Idea of what the Consumer will see, let s take a look and learn how to locate your Leads and use this amazing VITUAL AGENT CENTER 9
How to Log in to your Virtual Agent Center You can select AGENT LOGIN located on the bottom of the page on the company s website at http://www.bhhsnv.com OR Your own personal website temporarily located at www.yourname.bhhsnv.com 10
Your Home Page Welcome to your Virtual Agent Center From your Home page you can access and customize all of your tools and systems. Each of the Tools below will be outlined in this handout. You have a total of 5 main sections: Home, User, Site Builder, Listings and Clients. These primary sections correspond to the buttons in the top navigation bar. If at anytime you need additional clarification or help on any Tool or System within that tool you will find on the right hand panel questions answered or available tutorials/movies. Also located in these panels may be some critical information that you should read.. You can also select Help and read a PDF File or view a quick movie if available. 11
Your Home Page Features The Home page is the entrance to your virtual agent center and where you can control all of your tools and services. It is to be used as your business center to manage your business. The home page also is a place that all company news and resources are located. Located below the main navigation are your activity report charts that show your website traffic, client web activity and your email activity. Along the top of the screen you will see the primary navigation buttons. From here you can edit your user profile, build and customize your website, search your client database The Document Library contains 4 main folders that are expandable. Corporate Information, Education, Marketing and Technology. These contain links and files for you to run your business. The Center of your Home page is a slide show presentation that contains upcoming events and company information. Document Library Folders... Website Report gives you access through links to view Client website activities, listing summary reports and website traffic. 12
The User Section... To edit your user functions click on the user icon from the main navigation. Here you will be able to update your personal profile, manage your settings, accept new leads, change your email signature, upload your photo and manage your domain names. Profile The User Profile contains your main user information some of which is directly displayed on the website. The First and Last Name boxes under account Information show your name exactly as it is displayed on the Company s Agent roster and on your individual site. Your Primary Email Address is the main communication port for all site activity so make sure that this address is accurate. The Primary Phone Number is the number that will be displayed in the header on your website. All additional numbers listed below will display in contact information and applications. Always click on Submit Changes to save your information. To change your Password enter in a new password, confirm it and then click on submit changes. 13
Profile Continued Social Network Icon Links can also be added to your website and communication. Once entered here the Icon will appear in the header on your website. Your Agent MLS ID (PUBLIC ID) is required for many of the functions in the Listing section. This is needed to identify and edit your listings. Pease make sure that correct ID is entered. The Specialties section allows you to select other specialties that you may have in Real Estate. Below you can add Additional Languages that you may speak Controls Company Lead Assignment Settings will show you how long you have to respond to a company provided lead before it is offered to another Agent. Please note: Hot Leads will be re assigned in 30 Minutes... 14
Controls Continued Forwarding Leads. You have the ability to forward all leads that you capture to another account in your absence. Select the Agent that you wish to receive the leads from the drop down list. Leads will continue to forward until you manually return the setting to do not forward leads. Client Registration Options. You have 2 choices to select from Maximum Registration or Minimum Registration. If you select Maximum Registration the Consumer will not be able to see any of the following property features: Area Map, Listing Information, Email Flyer, Floor Plans, Listing Attachments, Market Stats, Neighborhood info, Photo Gallery, Print Listing, Print Photos, School Info, Street Map or the Virtual Tour. Forcing them to register if they wish to view all Property Information. Sending Emails to Other Agents As a listing Agent you can send a follow up email to another Agent through the Virtual Showings tab inside the Listing Manager. 15
Instant Acceptance Instant Acceptance allows you to accept leads quickly with your wireless device. Enter in your email address for your wireless device. If you are not aware of your email address for your wireless device the format list can be found on the right hand navigation. Once you have identified and input your wireless email address click on submit. Scroll to the bottom of the page and Send a test message to your device. Once you have replied, your device will be activated to receive instant acceptance leads. Your 10 Digit Phone Number No Dashes@ Your Provider Email Address ATT @TXT.ATT.NET SPRINT @PM.SPRINT.COM T MOBILE @TMOMAIL.NET VERIZON @VTEXT.COM Email Signature Your Email Signature position that you select will be used in campaign emails. You also have the ability to create a Custom header or footer using an editor. Once selected you can preview below. 16
Your Photo Update your Account Photo. Click on the browse button and locate your photo on your computer once selected, click on submit. Photo requirements are as follows: JPEG Photos only, size must be less than 50K with the recommended image size of 161w x 204h. Domain Information The Primary Domain Name is used in website links and email links. The Subdomain Name is used in the Company roster links. Deleting you domain name will remove the website hosting. Enter in your.com name and click on submit. Adding a Domain name is completed in 3 steps: Submit for Website Hosting, Update your Domain Registration and associated email account if applicable. 17
Clients The Clients section contains all of the tools and resources for managing your Client data base. Included within the Clients tab are the site activity reports, contact manager, drip marketing tools Main Tab... Under the Main tab you can view your Client s Web Activity Reports and view your upcoming Tasks & Events. Pending Leads will be displayed here. Leads may be originated from the Company Site or your personal website. Leads are considered to be pending until they are accepted or re-assigned. Once a lead has been accepted they are transferred to you as a Client and their full details are then available to view. To accept a pending lead, check the appropriate box and click on the Accept Lead button. You will then have to confirm that you accept this lead under the Lead Acceptance Functions. Client Web Activity is based on Log In and or Sign up activity for the last 14 days. 18
Main Tab Continued Additional options located under the main tab include the ability to change your email notice settings for all current and future clients as well as the ability to identify all Client notifications that are expiring in 30 days. Contact List... The Contact List displays summary information for each of your Clients. The icon to the left of each Client will indicate if they are a Web-Client or a Non-Web Client (those without email addresses). This list can be sorted by each of the columns listed and the drop down list allows you to skip ahead to additional pages of Clients. You can also search your contact list by selecting search Options. To view the details for any Client click their row. Once a Client has been selected you have the options to Assign a Classification, Assign to a Group, Delete the Contact or Transfer the Contact. Other features from the Contact List include Adding New Contacts, Importing and Exporting Contacts, Managing Duplicate Contacts and Printing Labels! 19
Clients Continued Adding a New Contact. To manually add a new contact click on Add Contact. This open the blank contact card for you to enter in your Clients information. After doing so Click on Update Contact Info on the bottom left. Once completed you then have the ability to Select the Client Status, Real Estate Needs, Client Classification and Email Distribution Group. Click on Save Changes. There are many Tools available for each Contact within their Profile. You can view their Web Activity which is a report of the Clients online visits including saved searches and saved favorites. Activity Notices allow you to set up how you are notified on a new Lead or Contacts activity. You can use the Contact Notes to make internal notes about that Client. The Email tab opens a web mail to the Client while the History displays all previously sent communication. The Bulletin Board allows you to post messages to your Client who have an extranet account. These will be seen when the Client logs into your site. The File Archives allows you to post files for your Client in their Extranet. 20
Clients Continued Profile Tools Explained... Web Activity Displays all of your Clients actions while they browse on your website. You can view their History, Activity Summary, Scheduled Market Watch Reports (more on this in a bit), Searches and Email Notifications, Favorite Saved Properties and Forms they have returned to you. 21
Clients Continued Market Watch Reports The Market Watch report can be created by the Client through their Extranet or set up by the Agent on behalf of the Client. Follow the 3 easy steps to create the report. Then select get report. This report will return with a Market Snapshot of the area that you had indicated. The radius can be reduced or increased by dragging the circle in or out. This will reduce or increase the amount of listings shown. All available listings can then be seen listed below. Additionally this report will show market trends based on the information input to include: Homes for sale by price, total number of homes listed by weeks end and average days on the market. 22
Clients Continued Profile Tools Explained... Action Plans Setting up an Action plan for your Client is a smart way to keep in touch Once attached to a Client you can Edit the dates, titles and descriptions to fit your needs. You can also set up email reminders for any given task. Choose from the one of the 7 plans available by selecting Create. Once created, this system will email you reminders on when to contact your Client. Activity Notices This is the area that you will set up all email notices you receive from your Virtual Assistant regarding your Client s web activity. Make sure to update settings once completed 23
Clients Continued Client Notes Here you can indicate internal notes for yourself regarding your Client. Email The email feature allows you to write an email to your Client. Enter in your Clients Email Address or Click on TO and select from a Group of Clients or an Individual Client to send your email to. You can select a letter from your saved letters or the company provided stock letters if you wish to not write your own email. Preview, Send or Schedule for a later delivery are all options. You can view your Email History to view all previously sent emails. Bulletin Board This tool gives you the option to post a note on your Client s Extranet site. When the Client logs in they will be able to see that new posted note. 24
Clients Continued File Archives Located in the files archive you will be able to locate the files that you have previously sent to a Client. You can also upload a file using the wizard. Locate your file by using the browse button, once uploaded click on the submit button. Files can be no greate4r than 10MB Importing Contacts. Step #1 If you have your contacts in another program like Outlook, Outlook Express, MLS etc.. you can import these by making an export file in the original application to a CSV format (Comma Separated Values) file. The CSV file must contain at least one of the following fields EXACTLY as shown and they are case sensitive. First Name, Last Name or E-mail Address. Step #1 25
Clients Continued Importing Contacts Step #2 Locate your exported address book (CSV File) by clicking on the browse button. When selected, click the Import Address Book button to begin importing. You will be given a chance to review your imported contacts before they are permanently saved. Importing Contacts Step #3 Your Contact data base will be scrubbed to ensure that there are no errors. Once complete select the next button. 26
Clients Continued Importing Contacts Step #4 Verify that your contacts have been uploaded and then assign them to a group. You can create a new group or add them to an existing one you have created. This can also be skipped. Make sure to activate the Clients when asked to allow Property Watch access. Importing Contacts Step #5 The wizard will show you an import summary. To complete click on the Finish button. You can then see all of your imported contacts in the contact list. Exporting Contacts You can easily export your contacts as well and upload them elsewhere. Clikc on the Export Contacts then select from ALL, WEB or NEW. When you click on the Export Button you will be asked to same them in an excel file. 27
Clients Continued Manage Duplicate Contacts Join 2 accounts together to eliminate duplicate contacts entries. Print Labels You can print your contact list and have them formatted to print mailing labels. Select the appropriate Label Vendor and Product number. Then select the contacts that you wish to print labels for. Click on Continue. 28
Clients Continued Print Labels Continued Select the sort order and then select which contact categories you wish to exclude. Preview the labels prior to creating the PDF to print. Groups... The Groups tab allows you to Classify your Clients, Create a Member Distribution Groups or an Activity Distribution Group. Client Classification allows you to only assign 1 classification per client. Classifications can be edited. 29
Clients Continued...Campaigns... The Campaign tab allows you to apply Campaigns to a group of Contacts. You have the choice of Stock Campaign Letters or creating Custom Campaign Letters. Stock Letters can not be edited. Custom Letters you can modify, change and set up your own delivery. There are 3 types of Campaigns to choose from: Add-To-Group, Fixed Date and Set Up. Add to Group sends out letters based on the date you added the Contact to the group. Fixed Date sends out letters on the date specified and Set Up sends out letters based on the date you accepted the lead. To preview the letters in a campaign click the plus sign to show all letters available and the dates they will be delivered. From here you can also view all recipients that belong to that group. The settings tab allows you to add letters to the existing campaign. Custom Campaigns can be created by you. Prior to creating a custom campaign you must first create your own custom letters in the Letter library. Once these have been created you may then create the campaign and assign the custom letters written by you. Click on Create Custom Campaign and the Campaign editor will open. See next page. 30