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Analytics Support
Policies and procedures
© 2013 Regalix Inc. Confidential. All rights reserved 1

Contents
 Introduction
 Lead Status and procedures
 Telephone Etiquette
 E-mail Etiquette

Introduction
 In this module we would discuss the various procedures of how and when to connect
with an advertiser for example what do I do when a lead is assigned to me.
 Also we would understand the various lead status on sales force and the actions
required on them.

Lead Status and procedures
Lead Status:
 In Queue:
Any lead when assigned to an implementation consultant would first be in this status.
• Attempting Contact:
When an implementation consultant makes his first attempt to contact an advertiser/web
master.
• In Progress:
When an implementation consultant has spoken to the advertiser/web master about the
purpose of the call.
• Implemented:
When the assigned task on the lead is completed and Verified.
• Dead:
No response on the lead or no actions can be taken.

• In Queue:
As discussed earlier this is the status a lead would be in when a lead is assigned to an
implementation consultant below are the policies and procedures that need to be
followed during this course.
- All leads in this status have to be called the same day as long as there is no
appointment date and time mentioned.
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© 2013 Regalix Inc. Confidential. All rights reserved

• Attempting Contact:
This is a status when an implementation consultant attempts to reach the
advertiser/webmaster however fails to establish contact.
Eg: Voice mail.
This status has a three Sub-Status:
• AC – Voicemail (If we reach the Voicemail)
• AC – Gatekeeper (If we reach the Reception)
• AC – No Answer (If there was no answer on the phone)
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• In Progress:
A lead would be in this status when an implementation consultant has established
contact with the advertiser/webmaster and mentioned the purpose of call for Eg:
Implementation of the conversion Tracking code.
This status has a three Sub-Status:
• IP-Advertiser delay:
This sub-status is used when the instructions are sent to the advertiser/web master
and he needs to time to have this implemented.
• IP-Regalix delay:
This sub-status is used when we need time to create instruction for implementation
(Technical difficulties).
• IP-Google delay:
This sub-status is used when there is no response from the Google representative for
the details asked for.
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• Implemented:
Once the advertiser/webmaster has implemented the code on the website post
verification the status can be changed to Implemented.
Eg: once the advertiser has set up Google analytics we need to verify the same using
Google Tag assistant. Below is a screen shot for the same.
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Also another way of viewing the code is by going to the source of the web page
• Right click on the web page
• click on view page source and search using the values on the code snippet
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• Dead:
A lead is considered dead in two situations:
1. When an implementation consultant reaches the advertiser/webmaster and they
mention that they are not interested in installing the code.
2. when it is technically not feasible to have the implementation done.
This status has two sub-status;
• Not Interested
• Technically unfeasible
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• Procedure:
Once a lead is assigned to you the lead will be In Queue status.
1. The first step is to is to understand the type of installation or support and update
the same on sales force.
Below mentioned is the list of Installations;
- Conversion Code
- Re-marketing Code
- Analytics Code
- Analytics Support
>Cross Domain Tracking
>Event Tracking Setup
>Goal Setup
>E-commerce Analytics Setup
>Sub Domain Tracking Setup
>Youtube – Analytics linking Setup
>Adwords to Analytics Linking Setup
- Mobile Support
>Enable Mobile Redirects
>Adwords Click to Call Conversion Tracking
>Enabling Google Analytics
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2. Analyze the website:
- Check if the website is an E-commerce or lead generation website
- Check the platform used to build the build the website and update the platform
in Sales force.
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- Check if the advertiser is using a third party software to track traffic, conversions etc.
and update the same in the third party software field on Sales force.
Use relevant tools to check the platform and third party software:
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3. Check if the lead has an appointment
- If yes then ensure that we adhere to the timeline and call the advertiser or
webmaster at the requested time.
- If no then the first attempt to reach the advertiser or webmaster has to be made
the same day.
Note: If the advertiser is unavailable at the time of the appointment an e-mail needs to
be sent to the Google representative about the same.
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4. Before you call the advertiser ensure that you have the instructions ready
- The Tech resource will create the instructions based on the scenario, Fill the
details on the link mentioned below and the instructions will be sent in the next hour
to 24 hours based on the technicalities
https://docs.google.com/a/regalix-
inc.com/spreadsheet/viewform?fromEmail=true&formkey=dDlPYkxkc080V2R1U2thZUUwRzhBLVE6MQ
Below is a screen shot of the form:
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• Once all the details are updated on sales force and the instructions are ready we can
contact the advertiser.
The ideal transition of a lead from In Queue to Implemented has to be completed the
same day however due to various complication it is difficult to achieve the same.
DAY-1:
First attempt to contact the advertiser has to be established the same day when the lead
is assigned to you and if you are unable to reach the right contact ensure that you leave
a message with the gate keeper or on the advertiser’s voicemail.
Note: only Two voice mails can be left in five working days
If the contact is established we need to ensure that the instructions are sent to the
advertiser while on the call and we need to try and have implementation done the same
day or on the same call.
Note: Post implementation an e-mail needs to be sent to the Google representative
about the same.
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Example: Mobile Redirect
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Example 2: Google Analytics
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If we are unable to establish contact on day - 1 an e-mail needs to be sent to the
primary contact mentioning the reason for call.
Example:
Hi Elise,
My name is Saif, and I am on the Tag Implementation team supported by Google.
Earlier this week you called Google AdWords Support and spoke with Mona Weng regarding your Conversion Code. I am sorry you are
having difficulties with this setup; I would love to help you get it installed correctly.
I just gave you a call, but unfortunately I got your voicemail. Please let me know a good time that works best for you to go over the
details. I assure you the entire process will be short and will prove beneficial.
I am looking forward to speaking with you soon
Thanks & Regards
Syed Saifullah
Implementation Consultant, support by Google Inc.
1800-993-3483
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DAY-2:
We will make another attempt to reach the advertiser however ;
If we reach the advertiser we need to ensure that the implementation has to be done the
same day.
Note: only Two voice mails can be left in five working days
If we are unable to establish contact with the advertiser an e-mail with the instructions
needs to be sent to the advertiser.
Example:
Hi ______,
Please allow me to introduce myself, I am ______ from Regalix. We have been contracted by Google to help you implement
Type of installation (desired action on the website eg: Appointments, signups)
Your Google representative Google Rep’s Name was certain that we could help you with getting the tracking codes setup on
your website.
I left you a message yesterday since I was unable to reach you and I have also attached the instructions for
implementation Kindly let me know a good time that works best for you to go over the details.
I look forward to your response
Best regards,
Your name | Implementation Consultant | Regalix Inc.
Your no# | Direct
2275 E. Bayshore Road, Suite 103, Palo Alto, CA 94303 USA
Your E-Mail| www.regalix.com | 1800-993-3483
Post the instructions are sent we will not contact the advertiser for three
working days.
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DAY-6:
This will be our third attempt to reach the advertiser;
If we are able to establish contact advise that the instructions for implementation have been
sent to him via e-mail. Also confirm if the e-mail address on record is accurate.
If we were unable to establish contact an e-mail needs to be sent to the Google representative
advising about the attempts made to reach the advertiser.
Example:
Hi Julianne,
Please be advised that we have made multiple attempts to contact John Warren from 2 Better Golf (Customer
ID:748-051-1965)to help them install the conversion tracking code. However there has been no response from the
advertiser.
please advise the next course of action.
Appreciate your assistance.
Thanks,
Syed Saifullah
Implementation Consultant | Regalix Inc.
2275 E. Bayshore Road, Suite 103, Palo Alto, CA 94303 USA
ssaifullah@regalix-inc.com | www.regalix.com | 1800-993-3483
- Based on the response received from the Google representative the next action will be
taken
- If there is no response from the Google representative within two working days a follow
up e-mail has to be sent.
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• Delays:
There are three types of delays which occur when a lead is in progress status
1. Advertiser Delay
2. Regalix Delay
3. Google Delay
Advertiser Delay:
This sub status is used when the advertiser fails to install the code on the call.
During these situations we would first try to get a timeline for installation, analyze
The reason for delay.
Eg: is the advertiser busy, is the web master unavailable etc.
If there is no timeline provided the default turn around time will be two working days.
Regalix Delay:
This sub-status is used when we need time to create instruction for implementation.
Eg: If the advertiser does not have a thank you page, If the advertiser uses a
complicated content management system, etc.
In these situations we need to ensure that advertiser is informed about the delay and
also provide a timeline for the same.
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Google Delay:
This sub-status is used when there is no response from the Google representative for the
details asked for.
Example: Incorrect contact details, etc.
An e-mail needs to be sent to the Google representative about the issue, Post which if we
do not receive a response in 48 hours a follow up e-mail must be sent requesting the
same.
Example:
Hi Morgan,
Please be informed that the Phone no. provided for the advertiser CPAPMaskDeals.com (Oscar Ott) with CID : 253-
884-4803 is incorrect. Please provide us with the correct Phone no. As this is delaying the process of implementation .
Best Regards,
Joshua Stanislaus | Implementation Consultant | Regalix Inc.|
Toll free | 1-800-993-3483 |
2275 E. Bayshore Road, Suite 103, Palo Alto, CA 94303 USA.
Email | jajay@regalix-inc.com | www.regalix.com |
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24
1
In Queue
Inbound
Outbound
Appointment
scheduled?
Yes No
Research & call when
scheduled
Call Post research
Advertiser
reached?
Yes
No
Provide instructions to
implement the code while on call
Leave voice mail and also send
an e-mail about the reason for
call (Inform the Google Rep )
Check the reason for call
Create a lead on sales
force
Code
Installed?
Yes
Verify if the code has been
installed correctly
Update lead as
Implemented
No
Appendix
A
Inbound/Outbound

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2
Appendix ACode not installed
Advertiser delay
Regalix delay
Google delay
Webmaster Busy/ advertiser
busy
Request for an
appointment to
be scheduled?
Yes No
Outbound Inbound
Investigating a new
platform to create
instructions
Awaiting contact details
from Google
representative

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1
In Queue
Advertiser
reached?
Yes No
Voicemail left
Case study-1
Outbound
Advertiser
busy?
E-mail sent with detailed
instructions
Outbound
Day 1
NoYes
Schedule an
Appointment
Outbound
Day 2
Installation
completed?
Yes No
Verify installation
Update lead as
Implemented
Day 3
Outbound

Telephone Etiquette
 Introduction
 Outbound calls
 Inbound calls
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Telephone Etiquette
Introduction
An individual needs to follow a set of rules and regulations while interacting with the
other person over the phone. These are often called as telephone etiquettes. It is
important to follow the basic telephone etiquettes as our voice plays a very important
role in creating an impression of our personality, education, family background as well as
the nature of job we are engaged in. The person giving the information is called the
sender and the second party is the recipient.
Presenting a professional image, both in person and on the telephone, is very important
in the Office Skills profession. Taking care of your customers over the telephone and
making them feel well informed and appreciated is essential. Whether you are the front
office receptionist or an executive secretary.
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Telephone Etiquette
Outbound call:
1.Always identify yourself properly. When calling a client or customer, whether in person
or when leaving a message, always identify yourself properly by providing your name,
company name and contact telephone number. For example, "Good afternoon Mr. Brown,
this is John from Regalix" Always be aware of confidential information when leaving
messages. Also, be aware of people around you while talking on the phone. Be
discreet! Someone next to you might overhear confidential information that could
negatively affect your business.
2. Avoid leaving long winded messages. Remember, someone has to listen to your
message, write it down and then act upon it. Your message may be just one of many
messages that need to be handled. It is often a good habit to write down or type out
your message in advance. Keep it brief and to the point.
Attached are the scripts used during an outbound call
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Telephone Etiquette
Incoming call:
1. Speak clearly. A picture paints a thousand words but the caller on the other end of
the phone can only hear you. They cannot see your face or body language. Therefore,
taking the time to speak clearly, slowly and in a cheerful, professional voice is very
important.
2. Use your normal tone of voice when answering a call. If you have a tendency to speak
loud or shout, avoid doing so on the telephone.
3. Do not eat or drink while you are on telephone. Only eat or drink during your coffee
break or lunch break.
4. Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when
speaking. Never use swear words.
5. Listen to the Caller and what they have to say. The ability to listen is a problem in
general but it is very important to listen to what the caller has to say. It is always a good
habit to repeat the information back to the client when you are taking a message. Verify
that you have heard and transcribed the message accurately.
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Telephone Etiquette
6. Be patient and helpful. If a caller is irate or upset, listen to what they have to
say and then refer them to the appropriate resource. Never snap back or act rude
to the caller.
7. Always ask if you can put the caller on hold. If you are responsible for answering
multiple calls at once, always ask the caller politely if you may put them on hold.
Remember that the caller could have already waited several minutes before getting
connected to you and may not take lightly to being put on hold. Never leave the
person on hold for more than a few seconds or they may become upset and hang
up.
8. Always focus on the call. Try not to get distracted by people around you. If
someone tries to interrupt you while you are on a call, politely remind them that
you are on a customer call and that you will be with them as soon as you are
Finished
Attached are the scripts used during an inbound call
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E-mail Etiquette
 Introduction
 Tips to avoid errors
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E-mail Etiquette
Introduction
Electronic mail, commonly referred to as email or e-mail, is a method of exchanging
digital messages from an author to one or more recipients.
In this module we will go through the various common errors which are made while
composing an e-mail and also tips to avoid these errors.
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E-mail Etiquette
Ten tips to avoid errors while writing e-mails:
• Read before sending and fix your mistakes
Every time you send a message with errors in spelling, punctuation, or grammar you are
letting people know that you do not care about the quality of your work or the reputation
of your organization.
• Ignore the mistakes of others
It is petty to criticize mistakes such as incorrect spelling. It can cause an
embarrassing situation and/or invite nasty reprisals. Fix the errors before replying or
sending the e-mail on to others.
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E-mail Etiquette
• Do not e-mail when angry or upset
Take ten and breathe. Remember, perception is subjective. What you perceive may
not be what the sender intended. Calm down before responding to a message that
offends you.
What you send cannot be taken pack, so wait and then be polite. Avoid accusations and
using abusive language. Words such as: please, sorry, and thank you project a positive
and productive image.
• Expect your message to go public
Private e-mail is an oxymoron. It’s like saying one is a little bit pregnant; it does not
happen. Security administrators have access to it, and recipients might send it to others.
Keep that in mind when you are writing. Pretend that every e-mail is a memo that
might be posted on a bulletin board in the hall of your organization.
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E-mail Etiquette
• Send request in time
When it is necessary to request help or support, or introduce a problem, do not wait until
the last minute. Last minute messages frustrate and alienate people. E-mail can take
minutes or hours to arrive, so plan ahead..
• Respond immediately or make a note to respond soon
Respond to e-mail as you should to phone messages. If you need time to think about
your response or time to gather information, let the sender know that you will get back
to them.
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E-mail Etiquette
• Write a good subject line.
Let the receiver know what to expect. A good subject line flags interest, and it
makes it easier to find days later. The subject line is the true reason you are
sending the e-mail.
• Type like you would write a letter.
E-mails can be difficult to read. Use short paragraphs and always put blank
lines between paragraphs. Avoid all capital letters [SHOUT], emotional icons
[ :) ], unique abbreviations [lol], and excessive punctuation [!!!!]. Yes, I am
guilty here too.
Attached are the E-mail templates used to communicate with the advertiser
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