Guest Experience & Email Communication (Leads) - Start to Automate

About this course

Course Overview

The objective of this training session is to have the knowledge and understanding of how to configure and setup the emails that you will be sending from the enquiry section of iPro.

Within iPro you can setup and define email templates to handle the various stages of the guest journey.  You will also have email communication between the relevant 3rd parties i.e. the owner.

You will also learn how to automate various emails based on the status of the enquiry.

Lesson 1: How do the tokens work and what do they mean

About the lesson:

Within this lesson you will learn how to utilise the library of tokens within iPro to automatically customise what is sent based on the customer details and requirements.

• Guest tokens
• Owner tokens
• Price tokens
• Extras tokens

Lesson 2: How to create a new email template

About the lesson:

Within this lesson you will learn how to build new email templates and how to copy an existing template to customise with a custom message.  You should build templates for various scenarios so that your team can respond consistently and efficiently.

• Build a new email template
• Copy an existing email template
• How to use the HTML editor

Lesson 3: How to setup what is sent for a new enquiry / lead

About the lesson:

Within this lesson you will learn how to configure what is sent to the Guest, You (the Agency) and the Owner when a new enquiry is received.

• Configure the automated emails for new enquiries

Lesson 4: What email templates should I setup

About the lesson:

Within this lesson you will learn what email templates you should configure to cover the day to day requirements of running a holiday lets agency.

• Use the iPro default list
• Enquiry responses
• Enquiry follow up
• Check availability

Lesson 5: How to setup and configure your email signature

About the lesson:

Within this lesson you will learn how to customise your signature per person or to use a team signature, within iPro you can use automated personalisation or you can have all emails coming from your 'Reservation Team'.

• Learn to use a global signature
• Use individual email signatures
• How to use html signatures

Lesson 6: How to send channel enquiries to iPro

About the lesson:

Within this lesson you will learn how to setup that your channel enquiries i.e booking.com, airbnb  how these will come into your iPro system as an enquiry automatically.

NB Airbnb are removing this functionality, however we are working on instant messaging integration

• Forward emails to the iPro inbox automatically
• How iPro offers unified inbox

Lesson 7: How to create enquiry templates for each channel

About the lesson:

Within this lesson you will learn how to configure email templates specifically for each channel so that you can ensure you do not violate their policies but retain the customer communication with one unified inbox and iPro.

• How to customise the instant emails per channel

Lesson 8: How to keep an audit trail of all communications

About the lesson:

Within this lesson you will learn how to use iPro as your one communication platform ensuring that every guest communication is logged and tracked so that you have consistency and accountability.

• Log phone calls
• Log notes
• Send & reply to emails from within iPro

Lesson 9: How to configure brand emails

About the lesson:

Within this lesson you will learn how to manage multiple brands from within one version of iPro.  If you have two brands, you can have customised emails for each brand so that your Logo and Tone can be specific to each brand. Yet you can manage this through one system and one customer service team.

• Uniquely branded emails for each of your brands
• Bookings are automatically assigned to the brand of the property

Lesson 10: How to create email templates for owners and contacts

About the lesson:

Within this lesson you will learn how to create email templates specifically for your owners, so that you can easily reach out when negotiating discounts, new contracts, home improvements or flexibility of bookings rules.

• Build templates for contact emails
• Owner specific email templates
• Create templates for owner acquisition

Lesson 11: How to configure automatic emails for new tasks

About the lesson:

Within this lesson you will learn how to customise your emails to housekeepers and maintenance suppliers when adding a new task within the property management module.

• Specific templates for property management

Lesson 12: How to use iPro for all email communications

About the lesson:

Within this lesson you will learn how to use iPro for all communications with the owner and ensure you have a central point where all communications are recorded

• iPro is a CRM track all communications in one place

Lesson 13: How to quality check your email

About the lesson:

Within this lesson you will learn how to quality control your email, to ensure that they score well for SPAM so you can be confident the emails will reach the contacts inbox and not the junk folder.

• Setup SPF records
• Setup DMARC
• Quality check your emails to ensure they are not spammy

Resources

Click here to engage and get help within our Q & A Forum

Test the spammyness of your emails

Guide to all the enquiry tokens available within the system

How To Guides - Enquiry Email Templates