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Admin

Managing Contacts

Handle inquiries and manage leads

Admin Guide: Managing Contacts

Overview

The Contacts section helps you manage inquiries, leads, and communications from potential students and partners. Track and respond to all contact form submissions.

Accessing Contacts

  1. Log in with your admin account
  2. In the sidebar, go to Contacts
  3. View all inquiries

Contact Management

Viewing Contacts

  • See all inquiries
  • Filter by status
  • Sort by date
  • Search by name/email
  • View conversation history

Contact Information

  • Name
  • Email address
  • Phone number (if provided)
  • Message/inquiry
  • Date submitted
  • Source (website, listing, etc.)
  • Status (new, contacted, converted, closed)

Contact Status

New

  • Just received
  • Not yet reviewed
  • Needs response
  • High priority

Contacted

  • Response sent
  • Awaiting reply
  • In conversation
  • Follow-up scheduled

Converted

  • Became a student
  • Enrolled in course
  • Success!
  • Track conversion

Closed

  • Not interested
  • No response
  • Not a fit
  • Archived

Responding to Inquiries

Quick Response

  1. Click on contact
  2. Read their message
  3. Click "Reply"
  4. Write response
  5. Send

Email Templates

  • Welcome message
  • Course information
  • Pricing details
  • Trial offer
  • Follow-up

Best Response Practices

  • Respond within 24 hours
  • Be professional and friendly
  • Answer all questions
  • Provide next steps
  • Include contact information

Tracking Conversations

Conversation History

  • All messages in thread
  • Dates and times
  • Who responded
  • Actions taken
  • Notes added

Adding Notes

  • Internal notes
  • Not visible to contact
  • Track important details
  • Share with team
  • Set reminders

Follow-Up Management

Setting Reminders

  • Schedule follow-up
  • Set reminder date
  • Assign to team member
  • Add notes
  • Track completion

Follow-Up Best Practices

  • Follow up within 3 days
  • Reference previous conversation
  • Provide additional value
  • Ask if they have questions
  • Respect their decision

Lead Management

Qualifying Leads

  • Assess interest level
  • Determine fit
  • Check budget
  • Verify timeline
  • Prioritize hot leads

Converting Leads

  • Provide information
  • Answer questions
  • Offer trial or demo
  • Make enrollment easy
  • Follow up promptly

Tracking Conversions

  • Mark as converted
  • Link to student account
  • Track source
  • Measure ROI
  • Analyze patterns

Bulk Actions

Managing Multiple Contacts

  • Select multiple contacts
  • Change status in bulk
  • Send group message
  • Export contact list
  • Archive old inquiries

Analytics

Contact Metrics

  • Total inquiries
  • Response time
  • Conversion rate
  • Source effectiveness
  • Popular questions

Improving Performance

  • Identify trends
  • Optimize responses
  • Improve conversion
  • Track team performance
  • Adjust strategy

Integration

Connecting with Other Systems

  • CRM integration
  • Email marketing
  • Student management
  • Calendar/scheduling
  • Analytics tools

Best Practices

Response Time

  • Aim for under 24 hours
  • Faster is better
  • Set auto-reply if needed
  • Have backup responder
  • Track response times

Quality Responses

  • Personalize each reply
  • Answer all questions
  • Provide clear next steps
  • Be helpful and friendly
  • Proofread before sending

Organization

  • Update status regularly
  • Add notes consistently
  • Archive old contacts
  • Clean up duplicates
  • Maintain accurate records

Team Coordination

  • Assign contacts to team members
  • Avoid duplicate responses
  • Share important information
  • Track who's handling what
  • Communicate internally

Common Questions

Q: How do contacts reach us? A: Through contact forms on your listing, website, or direct email.

Q: Can multiple people respond to contacts? A: Yes, but coordinate to avoid duplicate responses.

Q: How long should we keep contact records? A: Keep active inquiries indefinitely. Archive old ones after 6-12 months.

Q: Can contacts see our internal notes? A: No, internal notes are private to your team.

Q: What if we get spam? A: Mark as spam and delete. Consider adding CAPTCHA to forms.

Tips for Success

  1. Respond quickly: Speed matters for conversions
  2. Be helpful: Provide value in every interaction
  3. Stay organized: Keep records updated
  4. Follow up: Don't let leads go cold
  5. Track metrics: Measure and improve
  6. Personalize: Avoid generic responses
  7. Be professional: Represent your organization well

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