CINC VP of Product, Jeff Walker, and his team review the latest updates to your CINC Product and give a peek at upcoming releases, including:
Watch the full video or read the transcript below to get the latest updates and learn more about how CINC can help you bubble up the right leads to call.
Welcome everybody to our September product Webinar. got folks filing in here, so we'll give y'all a couple of minutes to get in and get settled.
You're being joined today by folks from the CINC product team we've got. JF, who's representing CRM, he's director of the CRM product. Sarah is also on the CRM product team, and Eddie is director of the consumer side. So he's responsible for all of the consumer web experiences. And so we've got new stuff today to talk about that really cross the gamut of new features in CRM. new outreach features, using AI, and new capabilities on the consumer front end as well, which should be helping withbuyer and seller engagement
Well, welcome everybody again, and looks like we probably have most folks in right now, so we'll go ahead and get the content started because we have a pretty packed slate today.
All right again. Really glad you're here, because we have a lot of new releases rolling out in product. It's been a really busy couple of months for us, with some pretty major advancements on a few fronts, and we'd love to share them with you so that you're getting the best use out of the platform. And you kind of see what our focus areas are and where we're headed as well. So today we will be talking about 1st
Jeff Walker: major release with a new CINC generative. AI. So we'll dive into that also just out today is a new feature in Crm called trending leads in the agent launch pad.
Jeff Walker: Excited to share that with you. We've updated the real verified leads product to extend it to both seller leads and Facebook leads. So we have some things to share with you on that front. There's been some updates to home pulse as well.
Jeff Walker: And we also have a refresh. Lastly, on some auto tracks, content. And we'll see with all this content if we can make it all the way to the end.
Jeff Walker: But we will kick it off with the CINC generative. AI
Jeff Walker: so again, as you have questions. Drop them into the QA.
Jeff Walker: As we go, and we'll be sure to answer them along the way.
Jeff Walker: So we've had the CINC AI product out for a few years now, and so I assume most folks are familiar with it, and and what it does. But just as the kind of the quick background on it.
Jeff Walker: CINC AI is a tool which can text your new leads. And it has a job which is to kind of understand that leads preferences and their motivation, get conversations going and then drive them to an appointment. And so that's been a very effective tool that helps free you guys up so that you know that whatever you're doing, your leads are getting those touch points, and it has built in drips so that it maintains contact with those leads over the long term, always trying to get them to engage, tell more information about themselves and get them connected to you.
And so this has been a fantastic tool over the past few years, and the technology has continued to evolve the CINC AI that we know and love is really a rule based AI, where it follows a set of rules to determine what the next message should be, and it's got some generative capabilities in there to customize that message to what the lead is talking about. But we are now moving to a fully generative AI solution for lead, nurturing through text. And ultimately this will be a solution that we extend into other areas of the platform as well. So this isn't just a product that we're rolling out for text. It's the beginning of a really broad AI strategy that you'll see over the coming months and years.
And so the big difference with generative AI versus that rules based. AI that we've had in the past is that generative AI is really designed to generate brand new content. It's not bound by specific scripts. It can understand context because of a massive amounts of training data. So I imagine most folks here have used Chat Gpt, or something similar at this point. And you understand how generative AI works.
But the key point is that the output is original and unique. So each conversation with generative AI can be different and through generative AI, we can do things that we couldn't do through our past. More scripted AI, where the conversations are very personalized. It can answer actual questions with information that's accurate and it can really maintain real time engagement with leads and go wherever they go in the conversation.And we'll be sharing some examples of conversations in just a moment.
And so the big differences between the new generative AI and our past. AI is a the flexibility it can handle
wide ranges of queries. So there's examples with the traditional CINC AI, where, if you ask it, something, you know, out of the ordinary, it's kind of going to punt on it. It will just say something generic. Try to keep the conversation going, but it doesn't really understand the context of what that lead is saying, and that's different. Now with the new AI, it can produce very creative
Jeff Walker: and diverse responses. That sound very conversational. It sounds much more like a human, and you don't get any of those kind of awkward conversations that you might experience today as the the scripted AI is trying to find the right script to match
Jeff Walker: that whatever's being said in that conversation. So it's very natural. And with the training data it can provide very accurate responses. And so it has an understanding of a lot of things that
Jeff Walker: are in real estate, and we'll be doing more and more training on it so that it can even ultimately answer detailed questions about listings in the future. So but right now it's doing a fantastic job of being able to understand and and talk about real estate topics in the same way that an Isa would. So not getting into into any licensed activities, we have rails on it so that it's not going to be offering any advice.
Jeff Walker: But it can chat like an Isa would to the extent that it's going to try to drive that conversation to connect with you the agent.
Jeff Walker: And so you may have heard about the different types of risks that can come with a generative AI. And so we've been very aware of those as we've been building this. And it's been in a beta test for the past couple of months with 30 or 40 clients. And so we've seen hundreds and hundreds, thousands of conversations that have gone through it already, that we've been closely monitoring
Jeff Walker: looking at every conversation, making adjustments as we go. But some of the typical risks are number one that responses can be
unpredictable, and you've probably seen cases like in the news where chat bots have gone way off the rails and have talked about things that are really unrelated to whatever the whatever the purpose, the business purpose of that AI is. And so we have this AI designed to stick to real estate topics, and so if the lead ever tries to drag them away from a real estate topic.
It's going to bring them back there. And so it's not going to engage in topics that aren't related to real estate, and therefore isn't going to get into those types of you know, embarrassing scenarios that you might have seen in the news.
And it's goal driven. So it's designed to do a job which is to understand the leads, preferences, their motivation, and to drive to an appointment if it's appropriate with the agent, meaning. If it looks like the lead is interested, then to be suggesting an appointment and getting that scheduled.
And as such we've got it really designed with a consistent tone. And so an an open ended. AI. That's not really given instructions. You can really tell it to adopt any kind of tone. But we have this AI really designed as a helpful real estate assistant. It's very friendly, and it's going to be maintaining a consistent style from conversation to conversation.
Jeff Walker: The other thing is that generative AI is kind of notorious for what they call hallucinations. Where the AI.
Jeff Walker: We'll make something up out of the blue. It will say something which isn't factual, because it's just
Jeff Walker: predicting, you know, without fact, checking. And so we have. This AI designed not to say anything that it that it perceives is a risk of being not factual, and so it will fall back to a prescripted answer, or redirect the conversation to you to answer something that it might not have awareness of. So, for instance, it could be something as simple of
Jeff Walker: a lead is asking, Well, is this property pending, or is it still pending, or can I make an offer on this property?
Jeff Walker: It's not going to to say oh, yes, it's still pending or or not at this point. It's going to drive that conversation to you to be able to answer those questions. And we'll look at some examples starting now. But before, maybe pause for any questions that we feel need to be
brought up to the whole group at this point. What do you guys, you guys have any questions that you've seen that we should be addressing to the whole webinar.
Jeff Walker: Jf.
Eddie Rodriguez - Director of Product: There's 1 that asks, can you turn on AI for only some leads.
Jeff Walker: Not at this point. So AI doesn't have a source filter. And so that's true for existing AI at least out of the gate. That's true for the new AI. But we understand that it's a pretty common request that you might want to treat a a lead like a zillow, lead differently than a CINC lead. And so that's a consideration that we'll have for future release.
JF: We have another question asking if AI will. Text
JF: takes one time every 3 days, I guess, referring to drips.
Jeff Walker: So if the lead is not responsive, it goes through a drip schedule today where it it does text on it, but on a schedule, and it kind of gets longer and longer between texts the longer it goes without them.
Jeff Walker: Replying, but it will go up to 12 months, I believe.
JF: Will the AI response be able to be manipulated, manipulated, or not?
Jeff Walker: To be? What.
JF: Related or not, like.
Jeff Walker: Manipulated by like, like able to do your own custom training of that. AI
Jeff Walker: not at this time. And so we've we have trained it to respond like an Isa would. But if you have like custom answers or custom questions, you'd like it to get trained on, we can certainly take a look at that if it's something that would be common. But for this release we don't have the ability to like, override or or add your own custom answers.
Eddie Rodriguez - Director of Product: And there's another question, Jeff, will this be able to be turned off and turned on at the agent level, or is it on for the entire platform.
Jeff Walker: It's it can be turned on and off at the agent level. So that's a capability that's there today. And that's being preserved with the new AI. So all the all like the back end functionality. Nothing's changing in your Crm with the way it works, with the way you see the conversation with the way you can mute it. All of that continues to exist today. What you're just going to see is that the quality of the conversations is a step above, then where we're at today. And so let me just share a couple of examples. And so one of the things you'll notice is that it uses reflective listening in the conversations. And so that means it's going to be mirroring what that lead is saying, validating and reassuring in many cases.
Jeff Walker: And so here's a lead that said. And these are all pulled from real conversations that came from our clients who were on the Beta program, who said that they're looking in either Henderson or Boulder City within 3 to 6 months. They live on the East Coast. They'll most likely be a cash buyer sometime in mid to late October. They'll be in town to look at properties. And so
Jeff Walker: this is kind of, you know, pretty standard today. It reflects back that these locations have some wonderful options, and then asks, what type of property are they interested in? And if they have a specific features in mind. So now the lead begins to open up a little bit more and explain the types of listings they're looking for. And what's really cool here is that you can see that the conversation context is remembered.
Jeff Walker: And so now the leader, the AI, remembers that they were going to be in town in October. So it says, Okay, this is the appropriate time for me to jump in and ask for that appointment. And so it says, Hey, sounds like a cozy setup when you're in town in October. Would you like to schedule a time to view some properties? Let me know your preferred dates, and we can arrange it.
Jeff Walker: and this is an interesting scenario here, because the lead then opens up and says, unfortunately, I have to do surgery on my foot next week, which is going to keep me off my feet, so I'll probably be looking more towards the end of October.
Jeff Walker: And and here's a really good example of how the AI can express both context and empathy. And so it's not just going to reply generically to that. It's going to say here. In this case I hope your surgery goes smoothly. You have a quick recovery when you're ready, just let me know, and we can plan your property viewings.
Jeff Walker: And the lead says, thanks. And so all this lead does get marked as agent ready because we want to. We want the agent to jump in at this point. It's a great opportunity to take over this conversation, and, you know, plan out their visit. But we can see that the AI asked for the appointment, but wasn't going to push harder when it found out that they're having surgery. It's going to respond very empathetically to
Jeff Walker: to where that lead is right now
Jeff Walker: and then respond, and then closes out this portion of the conversation with your welcome. Take care and feel free to reach out
Jeff Walker: all right next, conversation.
Jeff Walker: understanding, conversation, context. So these are all really examples.
Jeff Walker: You see a lot of these straight conversations which go the way of current CINC AI, where you know they, it learns about preferences, and then it drives to that appointment. But looking at the ones which are a little bit more complex, is where you really see it shine like in this case. They say, they're exploring options. They've been approached by an adjacent property owner.
Jeff Walker: And so the AI respond. It understands exactly what this scenario means. And so it says, that's intriguing. Are you considering selling your property? Or are you more interested in buying theirs? I'd love to hear more thoughts, more about your thoughts on this opportunity. And so not generic at all. It's it's perfectly contextual to what that lead has expressed.
Jeff Walker: And the lead says, Sell mine. They have 4 to 5 lots and want to build an apartment.
Jeff Walker: and so the AI says, got it. Selling could be a great move. Do you have any goals or timeline in mind for the sale I'm here to help.
Jeff Walker: Oh, and then this conversation goes on to to driving to an appointment, but the rest of it is kind of just a more of a normal conversation. I just wanted to point out this initial response that drives that conversation forward in a way which is extremely natural.
Jeff Walker: And then the next one. This person says they're looking for walkable to restaurants and shops in the beach. They need a 3 bedroom, 2 bath.
Jeff Walker: The AI is going to reflect back sounds like a vibrant lifestyle. Are you considering any specific neighborhoods? And this is a Florida
Jeff Walker: bliant. And so they say, I'm open, just trying to avoid high flood zones. Obvi
and AI says, got it safety's key. Would you like info on areas with low flood risk that match your criteria so you can see how it
Jeff Walker: pushes this conversation forward based upon what the lead is saying. And then, you know, offers them something
Jeff Walker: to say yes to in this case, to get info on areas that might be a good match for them. Now the AI is not going to be able to make those specific recommendations, but this is teeing it up for the agent to be able to take this conversation over either via text or a phone. And so the lead says, Sure, and the AI says, great! I'll gather some options for you. Would you like to schedule a time to discuss these areas with a real estate expert. And so now it's going to take the next step and drive that to a phone appointment and one more conversation to take a look at kind of putting it all together. This is a good example of just
Jeff Walker: seeing all of those features working in concert. You've got the contextual understanding, the reflective listening.
Jeff Walker: the goal driven. AI, that's driving to an appointment. And so here's a lead that's looking for a 2 bedroom condo or townhouse.
Jeff Walker: I'm not on the 1st floor. They've never used their Va loan. Want to go into 55 plus as well their 1st time home buyer at 65
Jeff Walker: and so the AI reflects this back and says, using your Va loan for 55 plus community could be perfect. Would you like to explore specific listings, or need more info on the Va Loan process?
Jeff Walker: So great question and the lead responds yes, to both questions.
Jeff Walker: And so now it's it's going to drive this to a conversation with with the agent so great I can help with that. Would you like to schedule a time to discuss listings and the Va Loan process with a real estate agent. Let me know your preferred time and the the lead replies back with the time.
And so at this point the agent gets notified that this lead is agent ready, and so they can jump in and confirm if this time is going to be one that works for them. And so, AI notifications are something that you can set up in your Crm, so you can receive a text and an email whenever a lead is getting to agent ready.
all right. So we saw a lot of conversations there. So before we move on to the next part, we'll stop for other questions about what you've just seen.
JF: Similar. Ask if the AI will be able to modify the safe search depending on the leads, answers.
Jeff Walker: Not yet. But you're what you're really getting into is the the future that we have planned for this because it is generative. We? We do plan to have this one side which is conversing with the lead, and then another side which is helping you, the agent. And so that is one of the use cases that we think will be extremely valuable, which is that as that AI starts to understand more and more of that leads preferences that it does that work that we have to do today, of manually updating the save search.
Jeff Walker: It will do the work
Jeff Walker: in the future of updating that safe search and making sure it's delivering the most relevant properties. So that's 1 of the benefits of going to this generative AI. As our new platform. So we have big plans for it in the future to be able to take on tasks just like that.
JF: And we got another question concerning our drip campaigns.
JF: Why wait 3 days, or
JF: for a second text?
JF: And so I think it's all about our best practices, right?
Jeff Walker: Yeah, it's all about deliverability that we're trying that as you guys probably know, deliverability text deliverability has been a hot topic over the past, you know, 12 months or 24 months. And so we're trying to strike the right balance of
Jeff Walker: of cadence, so that we deliver a text which is not going to get filtered by the telecoms. However, the this is the solution that we have in place right now is kind of a temporary one. Which is these drips which just go out?
Jeff Walker: On this schedule. That's you know what whatever? I'm not sure if it's 3 days, is it? 3 days? The 1st one or 2 days.
JF: 1st one isn't so.
JF: The so the 1st one is 5Â min after a lead registers. Then it's the second day, and then on the 4th day.
Jeff Walker: Okay. So we got like, second day, then 4th day, and then it gets a little bit longer. But ultimately, we're going to be making some changes there where it's it's not the same for every lead it's going to adopt different cadences based upon how hot that lead is. So you want it. If someone says, Oh, I'm
Jeff Walker: I am not going to be in market for 2 years, then we don't. We don't want to be pestering them every, you know day. But if somebody says that they're planning to start looking at houses next week, then we'll want to have a more frequent cadence.
Jeff Walker: And so that's something that will be a next step for us with the AI as well, which is adjusting what that next step and next message should be based upon what we know about that lead. So this is foundational. We're really trying to replicate what we have today move to generative. And then we'll be layering on this, that type of functionality on top of it.
JF: Thank you. Jeff.
Jeff Walker: Alright!
JF: You know.
Jeff Walker: Oh, go ahead! Another one!
JF: There's a few yet. Where we go next. Sorry.
JF: And so actually, one was answer is, when we'll be able to choose which leads gets to be interacted. So my AI.
Jeff Walker: I don't. I don't have an answer for you just yet on when that will be available. Let me ask you, and maybe you can drop it on the in the chat for to help us.
Jeff Walker: Just make sure that we understand what your needs are. What how would you like. If you have the ability to choose which leads the AI communicates with what's kind of the main use case that we you would use, would it be by source, like Zillow leads versus CINC leads, or would it be something else?
Jeff Walker: So if you drop that in the chat that will help us?
Jeff Walker: Make sure we get that right for you.
JF: Yes. So the question by Joe is by source.
Jeff Walker: And and why? And and just to make sure we fully understand. Why don't you want the AI communicating with certain leads.
JF: Right cause sometimes import your leads. My guess is, I don't have a full name, so it's addressing as I fall, because the name is incorrect within the Crm.
Jeff Walker: Yeah, so there's some things. And and that's kind of interesting. Because,
Jeff Walker: you know, we could turn off by source, or we could build that feature which I think does have valid use cases. But the other thing is, make it better, meaning, like we have the ability now to do, to have it be a lot smarter. And so if it sees a lead that doesn't have a name, or has a name like 1st name, or has a name, that is.
Jeff Walker: you know, a swear word that we can train it, not to use that name, and to have a better opening conversation with a lead, that is, from a different source.
Jeff Walker: And so that way we can potentially unleash the power that we have here with the AI
Jeff Walker: in a way which is again more
Jeff Walker: customized, based upon what we know about that lead, so that those are 2 tacks we can. We can take on this front.
Jeff Walker: Alright, I'm gonna just keep moving forward. Man, we have a lot of content today. So
I do just want to share some of the metrics. We saw in our Beta that we've run over the past couple of months. So over the past 30 days, we've been really working on on optimizing it, optimizing the conversations so that we're maximizing the leads which get to agent ready or needs follow up those the ones which which get notified that you need to jump in and take over this conversation, or or, you know, schedule that appointment.
Jeff Walker: And so in August, or actually over the past 30 days, we've seen a 7.3% agent ready conversion rate. And that's that doesn't mean all conversations. That means all leads that flowed through the system, including leads with bad phone numbers, including leads that never replied. If we gave it a hundred leads, 7 point 3 of them are getting are having a conversation that has the the quality to get to needs follow up. So it's doing a lot of that leg work of initial conversations so that you can focus on the leads that have the highest potential
If we look at the ones which are either interested or agent ready. So we have kind of this disposition. One is agent ready. That means you need to take action on this interested means, hey? They're showing interest there. They seem to be a real buyer or seller. They they haven't risen to the level where we say you need to jump on this person now. But it's 1 that's worth engaging with and and seeing if there's something that you can add value to that conversation, and it just demonstrates that
Jeff Walker: it's a lead which is engaging, which is conversing. And so 12% of all the leads that it's tried to communicate with are getting to either interested or agent ready. And so again without you even having to lift a finger to. You know, to make sure that these leads are getting touched.
Jeff Walker: 12% of all leads are are engaging in a positive way with the AI.
Sarah Astrachan: I know that we did address this already, but we got another example where you might not want the AI engaging, and that would be sphere of influence leads.
Sarah Astrachan: So you know your your friend that you added in you maybe don't want
Sarah Astrachan: yeah, that kind of thing. So.
Jeff Walker: 100 I mean, you can always mute. You can always mute when you add a lead into the platform, but it would be nice to be able to do it by source, so that you wouldn't have to do that.
Jeff Walker: So in terms of how this is rolling out currently new clients that are onboarding to CINC right now are getting the new CINC AI activated for them. There's for an existing client who already has the current. AI. There's a little bit more work we have to do, because we have to import all of the past conversations into the new AI. So it has the context of what's been said in the past and doesn't try to start like a new conversation with a lead that's already been in your platform. And so we are working on that piece.
Jeff Walker: We're going to be start testing that out next week, maybe maybe even by the end of this week. But our plan is to convert existing clients and CINC AI to the new generative AI in early October. And so just coming a couple of weeks away.So not not long to wait before you get converted over.
Jeff Walker: And of course, if you have never had AI, and you're interested in adding CINC AI to your current solution. We could activate you right away because there's no conversion there. It is a a la carte product. But I can give you the information to connect with your account manager on that.
And so then, in the future, as I was mentioning, this really gives us a a foundation which we're very excited to have, because it will be a launching point for a lot of different kinds of AI nurturing engagements that we'll be adding to the platform, both on the consumer side, nurturing the consumer, but also things that can help you manage your leads better. So future releases will be immediately shifting our focus to long term AI driven lead nurturing. So having that lead nurturing those drips and follow ups be contextual to what we know about that lead, and the conversations that we've had live. Transfer to an agent is a feature we're very interested in adding, so that the if somebody wants to talk to an agent right now we could go ahead and get them connected by phone, being able to integrate into a calendar so that AI could handle the full process of scheduling an appointment without having to, you know, kick it off to the agent with uncertainty. And then ultimately, multi-Channel outreach. So not just handling these conversations by text, but having an AI which make, can make a decision about what the best method is to contact that lead, and opening up about the ability for it to email leads and and call by phone as well do outbound voice. So these are these are the types of things that we now have a foundation for, that we'll be working towards in the future. So more to come, lots more to come with the AI product.
Jeff Walker: All right, moving on to topic number 2.
So this is another exciting feature. And this is rolling out today. So you'll be able to see that every client is getting access to this new one which is trending leads in the agent launch pad. And so the launch pad. The agent launch pad you, is something that we've been working on. We're really our our goal is for this page to become kind of the central Hub, for where you can manage your daily activities.
Jeff Walker: So you've seen over the past few months that we've been redesigning it. We've added the contact requested section which shows all of the leads which have made some type of hand raising action like a property inquiry or showing request, home pulse, inquiry, and AI agent ready lead. Those are now all appearing in the agent launch pad.
Jeff Walker: But then the next level is helping to surface the leads which are are showing high engagement activities. And that's what trending leads is all about that leads which are doing things like actions that would trigger behavioral messages or demonstrating high engagement in a listing by using the mortgage calculator or sharing a listing or claiming a new home on home pulse. Those are the kinds of things that you want to know about, because it gives you an opportunity to reach out to that lead and and talk to them with the context of what they've been doing. And so it adds a lot more color than what you would get today if you're using like a p 3 filter, or just sorting by leads that have recently engaged, because it tells you in this new trending lead section what that lead has done to drive that engagement. So I can see this person updated their contact info. This person shared a listing. This person claimed a HomePulse and therefore you can go through and choose which of these leads that you want to call based upon what they're doing. And so there's a couple of different ways to sort this. You can sort it by most recent activity. So you'll see the leads that are triggering these types of engagements up at the top, or you can sort it by the leads which have which look engaged, that have had the longest time since you've last called them.
And that way you can put the ones that that haven't had enough touches to the top as well. So this shows it's limited to 30 days. So you're only seeing leads that have been driving these types of engagements in the past 30 days. So it's not gonna like grow and grow forever. So they'll always be like your freshest, hottest leads. That are surfacing here. And this, this really solves a problem that we've seen with clients today, where it agents are really fantastic at at being on the phone with new leads and doing their the number of calls and the calls over the 1st couple of weeks of that lead. But it's a lot harder when you're really focused on that to know which of those leads which 6 months down the road are really showing high engagement, to make sure that you know in your database of 1,000 leads or 10,000 leads, which of those are the best ones to be talking to?
And that's really what this solves. So we know that a lot of the leads that come in. They're high funnel they're not ready to transact. On day one they might be ready in 3 months, or 6 months or 2 years from now. But we want to know when they're ready to get that signal so that we can reach out to them and not miss that opportunity. And that's really what this is solving here.
And so this is again, what's the navigation. Item Sarah, where you find the agent launch pad in case people need to know where it is.
Sarah Astrachan: Yes, I just put it in the chat. But you're gonna go upper left hand corner. The top of your left nav bar is launch pad from there. If you're a broker you will have to click agent, launch pad, if you're just an agent you should be taken to Agent Launchpad automatically. But if you're a broker you'll need to select agent, launch pad, and then from there you should see your launch pad just like this. You'll have lead reminders, deal reminders, contact requested and trending leads. You would click on that last tab to get to trending leads.
Jeff Walker: Perfect, and you can see some things like it shows you if the lead is real verified. So that means that this phone number has been verified by the lead. And so you know, 100% that that's gonna be one that you can call, you're gonna reach them. Well, they might not pick up, but you know it's their phone number. Pond leads will show in here as well. So the agent, an agent, will normally see the leads which are assigned to them, but if they're a member of a pond, they'll also see the pond leads. So it's a great way to drive engagement with the pond, because you'll see which of those pond leads might be, you know, demonstrating those engaged behaviors, so you can be the 1st one to get on it and contact that lead
Alright. So question about what are the triggers for that today? Here is what we're rolling out with, and then we have more that are being worked on, and that will be rolling out in the near future. And so the triggers that get a lead to show up in that trending lead section right now is they claim their home on home pulse. And this can sometimes happen.
You know, not necessarily a registration, but it might happen on a subsequent visit. So you want to know if somebody is starting to track their home and identifying themselves as a potential seller.
if they update their safe search. So now that the lead has taken a step to customize their preferences. So it's a great conversation starter
the contact, requested. Section today now shows an agent ready lead. But we also wanted to alert you, to leads that are having active conversations which are interested. So you. So this is, you know it's not. It's not to the level of agent Ready, but it's somebody who's replying, and they are having a positive conversation. And so that is now being reflected. The interested conversations with AI. If a lead shares a listing which is a great buying signal because it means they're typically sharing it with a friend or a partner of one that they're really interested in. And then this one has been a very common request which is using the mortgage calculator.
It's that's a note that gets added to the lead today. We've gotten many, many requests of Hey, I want to know if a lead is using the mortgage calculator because it's such a strong engagement signal by signal.
And then, lastly, if they update their information on their lead profile page if they change their email address or phone number.
And so that's the ones that are coming up out of the gate that they're out today, and then the ones that we'll be adding are the types of things which are typically triggering behavioral messages. And all the 1st one's another important one. If a lead is updating their phone number with real verified leads, they're going from, you know, bad phone number to a good phone number. We want to make sure that those surface to you, because you obviously want to call that lead right away.
And then there's the behavioral message type triggers. If they're coming back to the same property repeatedly. If they're a frequent visitor, they keep coming back to the site. So they over the past 7 or 10 days. They've been visiting frequently, if they're favoriting lots of listings.
if they're a lead which you haven't seen in a while. But suddenly they're back and we're also looking at, maybe pulling in leads that that register with a very short timeframe.
And so these new ones will be added over the coming weeks, and we'll let you know. As we add them. It just means that there'll be more and more leads which are showing up in the trending leads which can help you kind of prioritize those follow ups that are going to be most likely to convert.
Before we move on from trending leads.Yeah, I won't get to that yet. Just yet. Are there questions that need we need to address on this front so you can start exploring that today you can go. I'll go check it out. See the leads that are there. They're really designed. They're kind of like in a way, they're like notifications, and that you can click on them. And it's gonna open up the leads. You can engage with that lead. We didn't. We didn't add all the functionality that is in contact requested like there's no need to really dismiss or mark them acted on, because it's really going to be a constantly shifting list of leads that are the most engaged.
All right. And just a quick teaser. This is another key focus area for us is building out the launch pad pad to be your your hub, your central place where you can manage all of your activities. So you don't need to be going around to different areas of the site, going to your leads, dashboard and sorting and filtering and using your p filters and all that, but that all of your leads that you would need to call would be represented on your launch pad. So the next thing we'll be working on here are call filters so that you can access all your P ones. P. Twos, P. Threes launch your dialer from here and that way. Again. We're trying to simplify it and make it as as easy as possible just to work your daily leads without having to navigate all across the site.
AI lead prioritization. So one of the things that we'll be adding to AI is more engagements with you as an agent, so it can be making recommendations for you about which leads to call based upon everything. We can see, everything we know about that lead, and what actions you might want to take on that lead. It could be a call, a text or an email. And so that's these, these are future focus areas that we're planning out right now and then we wanted to make you aware of. If you want to start on the launch pad so historically, we've set it up so that when you launch your CINC CRM that it opens up in the leads dashboard. But you actually have an option today, if you prefer to launch in the launch pad. So you see your reminders. Your contact requested your trending leads first.st You can also get to your P ones and P. Twos. From there you can go here in your personal settings there is the Login landing page choice, the one, the upper right hand corner.
You can change that to launch pad. And so the easiest way to get that for yourself is in your user menu. If you go to profile and settings, it opens up this page and you can jump right to that. And so if you want to make sure you're not missing any of those contact requested or training leads, it might be a place where you want to start the experience when you 1st log into the site.
All right. So that closes out the trending lead segment. Any other questions we need to address on that front?
Oh, Joe said. Did the Site owner have to make that change? Assuming that
you're referring to being able to change it to the launch pad. Any agent can change their own preferences right about where it launches.
Sarah Astrachan: Yes, that'll be under settings. Thank you. Sorry. I was answering questions, and couldn't figure out what he was referring to. But yes, we're also looking at setting it up as a default for everybody. But if you want to make that change now, that'll be under your account settings, you'll be able to change it to the agent launch pad as your default login screen.
But that is just to be clear. That is on an agent by agent basis. The site owner can't just choose it. Unfortunately.
Jeff Walker: All right. Next topic, and maybe might be the last topic for today. Given the time, is real verified leads for seller and Facebook. So you guys have, hopefully, everybody's familiar now with what we've done this year with real verified leads. I'll just give the the quick overview of what real verified leads does to make sure we're on the same page. And then we'll talk about how we're expanding it into other lead sources. Besides, the Google buyer leads that we've had in the past.
So when a lead registers on your site, after they give their name, email, address, and phone number, we are. Now, if you have this feature turned on, it's it's available to any client. So anybody can activate this feature.
After they provide their name, email address and phone number, we text a code to their phone number. And we ask them to enter that code so that they can verify their account. So it's like a 2 factor authentication.
And by doing so, we know 100% that that phone number belongs to that lead because they had to receive that code.
And the way we are motivating them to do that is, when this feature is turned on. We are locking some of the content on the listing details. Page, so that until that lead verifies their phone number. We won't show them all of the photos. And so that's how this works.
We'll show them the 1st 3 photos. But until they say, verify their phone number and authenticate that they've actually provided you correct contact information. That 3rd and photo and beyond are going to be blurred out.
And this has been super effective at getting leads to identify when they've given you their real phone number and also to correct a bad phone numbers. We've seen really a massive rate at which of which leads that maybe initially provided a wrong number. Or maybe they made a mistake or a typo. Correct that phone number. Once they realize that they have to do it, to see all the listings or see all the photos and so the way you see are seeing that you see this blue check. Now that shows up in the Crm. It is shown on all leads that have verified their number, and it's something that you can manually do, too. So if a lead didn't verify their number. But you called them, and they said that you reach them. Then you know that number belongs to them, and you 100% should verify them at that point. So they get unlocked and have full access to the photos. And so it's also a way for you to know which of your leads you've confirmed have the correct phone number.
But we've seen great verification rates on leads. And so and our most recent data on the Google buyer leads 70% of Google buyer leads are verifying their phone number. So 7 out of 10 leads now are getting that blue check and we you can 100% have full confidence. Know that that phone number belongs to that lead which can help really drive the confidence for your client, for your agents to keep reaching, going for that lead, even if they haven't picked up. You know that eventually you'll be able to reach them because you've got the right contact information.
Oh, and the the correction rate is actually over 10%. So looking across all leads, all Google buyer leads, we see more than 10% of them actually start with a phone number. And then they correct that phone number to a valid one because of the real verified process.
So it's been so successful that we want to roll it out to other air, other places where a lead might register for your website.
And so we had not had it on the seller experience. So if you're investing in CINC, seller leads that are coming through the home valuation experience.
Sarah Astrachan: Alright, Jeff, can you go back a slide and show the how to verify the phone number manually.
Jeff Walker: Oh, sure. So there's a little dropdown here next to the leads name.
And so you just click that arrow, and it's going to show you your 3 options, and so just change it to verified and unlocked. And that's gonna
verify that lead and unlock them. So they get full access to the photos, so that if you get anybody that complaints like they go, they're grumpy when when you 1st call and they go. You know I didn't. I didn't want to keep. Proceed on your website because it was making me verify your phone number. Well, now, you got them on the line right? Say, oh.
Jeff Walker: oh, no problem, you know, we just wanna make sure that you know, we we know who we're providing this service to. We want to develop a strong relationship with you. I can go ahead and verify your account right now. And that's gonna give you full access to all the photos. And you're never gonna have to do that again. Like you're gonna you're going to have exclusive access to the photos on on all the properties on my website and just move on past that right? Let them know you can go ahead and take care of that for them.
And then get to get to the conversation about you know what's prompting you to to browse or look at the site today?
All right.
Yeah. So, seller. So we've now integrated the real verified experience into the seller lead generation experience. So if you're coming in through the home valuation experience, same thing happens once they provide their contact information, we text them the code, and they need to enter that code on this page in order to fully unlock their homepulse report.
And so, if they do not verify their phone number. We are not going to show them their home estimate. So we're holding back the thing that which you know they really really want which is to see their their automated home estimate on this page.
And again, we've had very good results coming out of the gate.Between the Facebook seller leads the leads coming off of Facebook and Google, we're getting a 67% verification rate on seller leads. And so again, making sure that you're able to easily identify which of your leads have accurate contact information, not to say, don't call the other ones. Call all your leads, but you can know that these are the ones that you have 100%, the right contact info, and should not give up on reaching that lead.
And so that's 1 channel seller and the other channel, which is kind of a more interesting challenge, is, buyer leads coming out of Facebook. And this one is a little trickier because we don't control this experience like we do on the CINC website, this experience lives on Facebook. So we can't be pushing like the the experience where they need to verify their phone number. And they get that little modal where they have to enter the code. We can't do that on Facebook. So we were challenged with, well, how can we create an experience which also verifies these Facebook leads without making it too difficult for them to move from Facebook to the site. So we're actually solving a couple of different problems. One is verifying these Facebook leads and the other is making it easier for them to get to your website as a logged in user, once they have registered on Facebook. So this is what that Facebook lead experience looks like, or one of the examples of what it looks like. They have to answer the questions they give their contact information. And what's happening now? Again, if you have real verified turned on. Actually, I think we do this, even if you don't have real verified turned on. But we just don't verify them.
But they are now getting a text. So to the phone number that they
used in registering, we will text a link to that property. And so that way, we don't have to rely upon them finishing the experience inside Facebook. Their phone is gonna chime. They're gonna see, hey, here's the direct link to the property that you were just looking at. And when they click this link they are going to be automatically logged into that their account so they won't be have to log in with Facebook when they get there, and we will mark them as verified. Because now we know that they've completed this process. They gave us a phone number, which is a valid number. They've clicked on through the site and we're going to go ahead and mark that as verified in the platform.
In addition, We are capturing verifications through another channel. Through this email. Now, we're not going to verify them directly when they come in through the email because we want verification to mean that we have a valid phone number. But we've created a really cool experience here. That number one.Facebook leads will get this unique email which is going to try to kind of connect them from their Facebook experience to your website experience. So we'll see up at the top. Hey, you're getting this email because you just fill this out on Facebook. And here's the property that you were looking at. So instead of the generic welcome message that we had in the past. It now is showing details about that listing they were just looking at.
And we're blurring out like that 3rd photo and saying, Go to photos or see more property details. And when they engage from this welcome email, and they go to your site. If they have not verified yet.
Then we send them the code immediately, and all they have to do is enter that code when they land on the site to mark themselves as verified and get full access. So we're trying to kind of close all the gaps there and make sure that no matter what channel we're generating that lead from.
We're getting that opportunity for them to get verified. And so that you'll you'll have that that same positive experience of getting that blue check on the Facebook leads that you're seeing on the Google buyer leads today.
Jeff Walker: And yeah, just when calling this out again, if you, if you didn't attend one of our real verified webinars in the past.
Jeff Walker: the reason we love this is because we know that half the battle here is the mental approach of like if calling with confidence. And it's a little. It's always a little bit weird. If you're calling a number, and you don't know what's going to be on the other end of that number, and just knowing that you're calling a number that
Jeff Walker: came from that lead, that they had their phone in hand that they entered the code and they verify themselves. You can have that confidence going into that conversation that you're reaching the person who had submitted the information in the 1st place as a registration.
Jeff Walker: And hopefully, that's something which helps on the on that mentality of persisting in the in the follow ups with that lead.
We've been continuing to improve the experience on home pulse. So I'll just point out that for your seller leads that have registered on HomePulse. There's a couple of new experiences on the HomePulse report.
Jeff Walker: One is a map that now shows on the recently homes nearby. So as they're looking recently sold homes as they're looking at what properties have sold near them that are similar to theirs, they can pinpoint them and see. Oh, what neighborhoods are they in, and how close are they to my property to help them make that reference of of how close it is as a comparable to their own listing.
Jeff Walker: We are also now capturing a home estimate history that starts that starts being stored after a lead registers. So the longer a lead has registered with home pulse. The more history they're going to have here. But we'll keep track of how their home valuation. The automated valuation is trending over time, so it adds a little bit more richness to the report, and that they can see some of the long term trends. You can go into HomePulse reports today and see these features are now active.
Jeff Walker: And then, lastly, Sarah, why don't you give like just the 30 second elevator pitch.
Sarah Astrachan: Yes. Yeah.
Jeff Walker: With auto tracks.
Sarah Astrachan: Yes, okay. So you guys probably are are aware of and familiar with auto tracks. If you've been with us for any length of time. We had our auto tracks written for us back in 2,020,
Sarah Astrachan: and I had not updated them since then. So I went in and updated all of our auto track templates. We. I just want to highlight a few things here specifically. So you can see. The 1st example before and after, was a text from our speed to lead. We have changed it so that it delays that 1st text, instead of being immediate.
Sarah Astrachan: Which means it won't step on the AI if you do have it running. Now, we do recommend to use our email only, which we just added with this update, if you are running AI. But if you aren't, we've now adjusted it so that that text doesn't go out immediately. We also removed the reference to junk or spam, because, having that in the text could get it flagged as spam so we have removed that from any texts in our auto track campaigns. You can also see another example where it specifically referenced 2,020 that has been updated, and that reference has been removed. So it's just been modernized a little bit. Made a little bit more like generic. And if you want to go to the next page, Jeff.
Sarah Astrachan: So the other thing that we did is we updated all of our holiday auto tracks one of which this is probably my favorite example. For why this needed to be done. Our Canadian Thanksgiving Email referenced the American Thanksgiving tradition. And that along with all of the other holiday auto tracks has been updated. So that it is actually about the Canadian Thanksgiving.
So those have all been updated. And then as a coming soon for all of our Canadian clients we are going to be adding a French Canadian holiday auto track as well, right now we have the holiday auto tracks in English and in Spanish. And we are going to add a French Canadian one very soon. So that's the quick auto tracks update.
Jeff Walker: Perfect. Yep, yeah. And when it gets when it comes to like the texting, ultimately, you know, we we do. The the AI performs much better. Because the deliverability is much better. One of the things that
the telecoms are looking for is to see. Does it look like one to one communication, or does it look like a mass communication, a mass text. So we see a lot more auto tracks not being delivered because they don't vary. They're the same auto tracks that get sent every single time. So while we are updating them, we're really the future is really all around having these types of nurturing campaigns, these types of auto tracks being driven by AI so that they're unique to each lead. So you can still use them today. But hopefully in the future. We we really move away from them entirely, and have all of the nurturing being more truly one to one communication with your leads.
Jeff Walker: All right.
Well, we will call that a wrap. I guess we if you guys want to hang on, if you for any other questions, we can hang on the line for a little bit more.
And of course, if you're if you have something else to go to, feel free to jump off. This, as per usual, will be recorded. We recorded it, didn't we? Yes, and and so you'll get a copy of it as well. But are there any other questions that we can answer for you while you got us on the line? And again, we we'd like to do this more often, since there's often we're constantly rolling out new things, and we want to do a better job of making sure that everybody is aware of of what's new, so that you can put it to work in your business.
How did I say you can. We can tell if you're already active with real verified you'll see your CINC leads are mostly blue. Have that blue check if you are active with real rarefied. So the easiest way to do it to know is when you're looking at your leads.
Do you see that they are being verified today? So do you see lots of leads with the blue checks on them. If you don't see blue checks, that means you probably don't have it turned on. And we can just switch it on for you.
Okay, yeah. And if you see some have a lock on it, so the lock means that their content. Other photos are locked, meaning they can't see beyond the 1st 3 photos, because it means that they did not
verify their phone number when they came through the experience.
And to that point you can unlock somebody without verifying them as well. So this second option unverified and unlocked. If you want to unlock somebody, but you don't know for sure. If it's their phone number, you don't want to verify them, you can just change it to that, and it will get beyond locked. But if you know what's their number, go ahead and mark them verified and unlocked, then, you know, you got the right number, and they'll also be unlocked.
Sarah Astrachan: Is there a way to know if the older leads that weren't hit with AI on the way in with registering have or haven't been. I'm assuming you mean real verified have or haven't been prompted to verify again.
I don't think as of right now that we let you know if they have or haven't. Obviously, if they, if they become verified, that is going to show up in your trending leads. So if they log back in and verify, it will show up in trending leads. But it's not.
Sarah Astrachan: We don't have anything set up to like. Notify you.
JF: Part of the plan of the evolution of the platform, though, is create an event. So that you guys will know in activity feed that usually have updated their phone number via real verify. So you will know about that. But that's coming up in the next couple of weeks.
Jeff Walker: Well, thanks again, everybody. We will do this again. We've got a lot still planned that we're rolling out over the next few months, and so we'll keep you up to date, as especially as we make progress on what we're doing on AI, this really really cool stuff to come that really will be ramping up lead, nurturing even further and really helping automate as much as possible so that you can focus on the high value activities.
Jeff Walker: So thanks again and we'll see you next time.
JF: Thank you. Everyone.