CRM किन्नु अघि बुझ्नुपर्ने कुरा - Meta बाट आउने Leads कसरी Manage गर्ने?

जब तपाईंले Facebook, Whatsapp, वा Instagram मा ad चलाउनु हुन्छ, र Lead सबै तिर बाट आउन थाल्छ, सुरुमा manage गर्न त सजिलै हुन्छ।

तर हाम्रो case मा के भयो भने, multiple ad campaigns run गरेपछी, our leads grew, and our inbox became unmanageable. Messages हरु multiple apps मा धेरै scattered भए, and we started losing track of our customers.

त्यो समयमा हाम्रो लागि CRM (Customer Relationship Management) felt like a necessity. Thankfully, we hadn't bought one yet.

किनभने, we discovered Inbox, a free lead management tool, quietly sitting in our Meta Business Suite.

यो tool ले तपाईंलाई Facebook, Instagram, Messenger, र WhatsApp का सबै conversations र comments एउटै dashboard बाट manage गर्न दिन्छ।

के Inbox तपाईंको लागी उपयुक्त छ त ? र यो tool कसरी चलाउने? Let’s explore.

Here's a step-by-step guide to set up the Inbox tool to manage leads coming from your Meta apps:

Step 1: Navigate to Your Meta Business Suite

First, log in to your Facebook and go to your business page to find Meta Business Suite. If you're already running ads, you might be familiar with Meta Business Suite. If you haven't already, you can sign up for Meta Business Suite.

You can also visit business.facebook.com and log in to your Meta Business Suite.

Step 2: Navigate to the Inbox from the Menu

From the left sidebar, click on the Inbox menu.

Step 3: Connect your Inbox with the Available App

From here, you can connect your Messenger, Instagram, and WhatsApp Business accounts to receive messages and comments in a single place.

Connect the relevant app. हामी तपाईंलाई lead handle गर्न use भएको सबै app लाई connect गर्न recommend गर्छौं।

Apps connect गरेपछि तपाईंले सबै conversations Inbox मा देख्नुहुन्छ । Now, let's look at how you can use the available tools and manage your leads efficiently:

When you open your Inbox, the first thing you will see is a list of conversations. So, click Manage, then select the conversation you want to manage.

Now, you can see all the available actions that you can perform on the selected conversations:

• Mark Conversation as done, read, unread, and follow up

For the conversations that fall into one of these categories, you can mark them accordingly to keep your inbox clean.

For example, if your lead says, "Budget नभएर अहिले order गर्न सक्दिन, Friday गर्छु," you can mark the conversation as a follow-up so you won't forget to ping them on Friday.

Once you close the conversation, you can remove it from follow-up to done. Similarly, if you can't instantly respond to the message or comment, you can mark it as unread, so that you don't miss responding later.

Marking the conversations also makes it easier for other team members to manage leads.

• Assign conversation

If you're working in a team, you can assign a conversation to other team members.

For example, if the lead is asking too technical questions, you can assign the conversation to a technical member. The assignee will be notified and can follow up on the conversation.

• Delete or Move Conversation to Spam

You can also mark a conversation as spam if you're getting spammy messages. For useless conversations, you can simply delete them.

You can then search the conversation based on the available filters:

Click on any conversation to find more details. You can find “Contact details” and “+Add details” in the right sidebar. From here, you can manually add more information about your customers.

You can perform other quick actions on the conversation, such as moving to spam, deleting, marking as follow-up, moving to unread, or marking as done.

You can also call, send messages, attachments, send saved replies, add emojis, stickers, and more.

You can actually create and track an order directly from the conversations. Click + Create Order, then provide the necessary information for the lead.

In the conversation details, you'll see the “Lead stage” dropdown. You can assign the stage as: Intake, Qualified, Nurture, Unqualified, Converted.

For future reference, you can add labels and notes to lead from here. Similarly, you can also create new labels through Manage Labels.

Adding notes is highly useful as you and your team can see them. Right below, you get the option to send a reminder.

For example, you can add a note to the conversation: "He is waiting until next May to buy.” Now, neither you nor your team has to spend time on this conversation until May.

So, you can schedule a reminder for May to follow up with the lead.

Similarly, you can choose other conversations and manage them accordingly.

If you get the same questions repeatedly, you can create saved replies.

For example, if someone asks you about the delivery time, you can set a reply.

So, when someone asks about delivery, just select your saved reply and send. It's consistent and also sounds professional. You can also create a shortcut for the saved reply.

Here's another example:

Staying online 24/7 can be difficult. So, setting responses helps when you're offline.

Away Message: If you get a message outside your business's hours, you can set an away message: "We're currently offline, but we'll reply first thing tomorrow at 10 AM!"

Click on the “Automation” button at the top of your Inbox dashboard.

Now, it'll take you to the page from where you can try different automation options.

You can set the custom automation message and also preview it.

However, your real conversation should not be robotic.

Similarly, you can also view the messaging insights for the connected apps.

This feature is highly useful as it allows you to get more information about your customers. You can thus refine your ad strategy accordingly.

Let's get that straight. If the number of conversations you get isn't too large (let's say 5-50 leads per day with 1-3 people handling them), you can use Inbox.

Meanwhile, exploring it is no harm, as it works for most small businesses in Nepal.

However, if your business outgrows, the sales process becomes complex, needs more analytics and automation, has fewer members to handle the leads, and so on, you eventually need a CRM.

Here's a better way: try Inbox first. Why? Using Inbox for a few months lets you discover the CRM requirements it lacks. Then you can search for a CRM that offers the features you expect.