Training2019-09-09T12:28:52-04:00
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We are in the process of creating training videos, help documentation, and FAQ’s and uploading them to this page. We would love your feedback on what is most helpful to you. Please email us at bridge@kotter.net or call our Customer Success Team at 770-717-1777. Thank you!

Adding an Agency Greeting with a Hard Phone (physical desktop phone)2019-08-26T13:29:02-04:00

Agencies that only use hard phones (physical desktop phones) have a different process to record a greeting on the agency level. Here are the instructions to set up this type of greeting.

 

Instructions:

  1. Call *732 on the hard phone.
  2. It will ask for a PIN number.  The default PIN is 1234
  3. From there you will hear the message “Recording started”.
  4. The system will immediately start recording your message.
  5. When you are finished select the pound sign (the hashtag sign).
  6. You will then be prompted to save the message by selecting 1. Re-record the message by selecting 2 if desired.
  7. Once the message is saved, the recording is placed under “Recordings” for that domain.
    1. The recording will be named New_Greeting-(date) (timestamp).wav
    2. Example:  New_Greeting-2019-08-26 11:00:40.wav
Adding New Users2018-08-13T15:26:10-04:00

Watch this video to learn how to add new users to your Bridge account.  You must have Admin permissions on Bridge to do this.

Admin Training Video-full length2019-04-09T11:06:30-04:00

If you are the company admin who will be handling your Bridge account please watch this video for how to make, change and manager your whole agency account.

 

Agency Matrix Integration2019-03-06T14:59:17-04:00

Agency Matrix Integration Guide

What can this integration do?  

  1. Call Pop (aka Screen Pop) — A client’s file opens when that client calls in.
  2. Copy Paste — Information from Bridge can be copied and pasted into Agency Matrix (no setup required)

Watch this video for an example of copying from Bridge and pasting into a management system.

The Kotter Group is happy to work with Agency Matrix to develop more integrations with Bridge.

AMS 360 Integration2019-05-13T09:50:12-04:00

AMS360 Integration Guide

We are an ORANGE PARTNER with Vertafore to bring you one of the most comprehensive management system integrations on the market.

Watch these videos for instructions on how to set up your AMS360 Agency and User Account Integrations

Please note that part of the Bridge integration setup must be done by your agency’s Bridge admin and part must be done at the individual level for each user. Don’t worry — your Onboarding Specialists or a member of our Support Team can assist you with the setup if you don’t want to do it yourself.

 

 

What can this integration do?  

  1. Call Pop (aka Screen Pop) — A client’s file opens when that client calls in.
  2.  Save text messages, chats, and more into AMS360 as an activity.
  3.  Sync AMS360 contacts with Bridge.

Watch these videos for some insight into the AMS360 Integration

 

 

Bridge Referral System2019-08-15T12:48:01-04:00

 

Bridge Terms and Conditions2019-03-13T09:57:53-04:00

You can click HERE to find The Kotter Group’s Terms and Conditions for Bridge

 

 

Bridge Training Video (Watch this one for sure!)2019-05-02T15:28:07-04:00

If you only watch one Bridge training video, this is the one to watch!

23 minutes of Bridge goodness, walking through the How To’s you need to get the job done.

Email us at bridge@kotter.net to tell us what you love about Bridge or how we can make it even better.

 

Bridge XLerator Definitions – Incomplete2019-09-11T14:25:29-04:00

Bridge XLerator: is a cloud-based platform that moves your prospects through to sales and retention, giving you the tools to increase your sales and improve your relationships with your current & future customers.

Happy Path: A Happy Path is what we at Bridge define as “The way the tool was intended to be used”. We build our Bridge tools around these steps.

Sales Automation Suite:

 

 

Bridge XLerator Press Release2019-09-11T09:00:47-04:00

Bridge by Kotter Launches Bridge XLerator a Revolutionary Sales Automation Suite

There has been a whole lot of software that insurance agencies have to choose from. Software ranging from management systems, to marketing programs to sales software an agencies have many, perhaps too many, decisions to make as these software programs are as different as the agencies that use them. Every good agency also knows that the best way to stay afloat as an independent insurance agency is to use technology wisely.

What is Bridge XLerator? We need to back up a couple years to give you an answer. Bridge, the world’s first (and only) Agency Communication System was launched two years ago, giving agencies a total communication package. The best part of Bridge is the ability to take all of your communications and simply put them into any management system your agency has. Bridge XLerator has this same easy ability to move communications.

Bridge XLerator is a cloud-based platform that moves your prospects through to sales and retention, giving you the tools to increase your sales and improve your relationships with your current & future customers. At The Kotter Group, we believe that relationships matter and we kept this in mind as we have created XLerator.

XLerator includes the following features: Video Proposal with E-Payment (on some management systems) and E-Signature, Live Chat and the Sales Automation Suite. The Sales Automation Suite includes: Auto Dialer, Automated Drip Marketing, Power Prospector, Calling Scripts, Web Forms/Quote Forms, Notes on all Calling Scripts, Activity Tracking & one-click follow-up, Contact Management with Activity history, Media Library, Management Reports on prospecting activities and exports everything to most management systems.

XLerator is groundbreaking in that you can have all of these features in one place. XLerator bolts right on to Bridge so you have one platform, one customer service team, one bill, one company to work with and many fewer headaches.

Chris Paradiso from Paradiso Insurance Agency has this to say about Bridge XLerator:
Bridge XLerator has all the tools any agency needs to sell more policies — from web leads to video proposals —  in one intuitive, easy-to-use system.  I tell everyone I talk to they should use Bridge.

XLerator can help agencies increase sales by allowing you to have all of these tools at your fingertips. You no longer have to pick and choose which tools your agency can integrate in to daily workflows. You can use all of the tools or a few to fit your current workflows or to create new, powerful workflows. These tools are designed to make your life easier.

XLerator helps boost productivity as well. By using the Sales Automation Suite you can plug in one or many prospects, set up a Drip-Campaign to have XLerator automatically email, text or call customers. These prospects become part of your contacts that can show up in your To Do list so you don’t miss out contacting those important people first.

Technology like Bridge and Bridge XLerator can help agencies reduce costs and increase sales, allowing you to put money where it is most needed. We have also built XLerator with the idea of keeping each task simple. Our customers are insurance agencies. This means we don’t add buttons, icons or workflows that don’t have to do with insurance, saving you time.

XLerator works in tandem with Bridge. Everything you do in XLerator can be put in your management system, just like Bridge. This significantly reduces errors and omissions risks for agencies. Using Bridge XLerator agency owners know what is going on in their agency.

Bridge XLerator was created by agents for agents. For a low monthly fee, independent insurance agents can harness the latest technology to grow their agencies.

 

Learn more at https://kotter.net/bridge-xlerator/

Call Centre2019-02-26T12:46:52-04:00

Under Construction….

 

 

 

 

Understanding the Bridge Call Centre

 

Bridge makes coaching your team easier… even if they’re spread out in multiple offices. Just like in a fancy call center, you can listen in on phone calls and coach in ‘whisper mode.’ You can even barge in if the conversation gets out of hand.  

CALL CENTRE is a location where all agents within an agency are listed with their Extension, Name, Status, On call history including inbound/outbound and duration of calls. It also allows Admins that ability to Listen/Whisper/Barge.

To enter the call centre double click the Call Centre icon on the dashboard.

 

Listen: The ability to listen to a call without either parties being able to know you are on the call. To listen to a call click on the “Listen” icon.

 

Whisper: The ability to listen to a call and whisper to agent to provide direction and or training. To Whisper within a  call click on the “Whisper” icon.

 

Barge: The ability for agency owner/manager to address both parties within a call if needed. To Barge into a call click on the “Barge” icon.

 

 

 

Chat Plus (inter-agency messenging)2019-05-02T15:33:52-04:00

Watch this video to learn the basics of Bridge’s Chat Plus.

Watch this video to learn how to use channels in Chat Plus.

 

What is Chat Plus and who can I chat with? 

Chat Plus is designed to improve communication within your organization. Chat Plus is much more powerful than a basic chat system. It allows you to use channels, direct messages, threaded messages, call outs, shared files, and search features. Plus, you can save what you want into your management system.

 

Direct messages

Private, one-to-one conversation between you and another team member.

To start a direct message with someone for the first time just click the + button to the right of DIRECT MESSAGES and select their name from the user list.

Channels

Channels help you focus by separating messages, discussions and notifications by purpose, department or topic.

Public channels (within organization) and private channels (that team only)

Notifications and call outs

How do I know when someone messages me directly or calls me out in a channel chat?  There will be a number in parenthesis next to the Chat Plus tab at the top of your Dashboard and there will be an audible tone (if you do not turn it off).

When you leave your Chat Plus open on the desktop, you will receive a notifications number next to the person or group where the chat message is located. You can also set a notification tone on your sound settings.

Call outs (how and why to use @channel). If you want to make sure everyone received a notification in a group chat use the @channel before the message so they keep a reminder on Chat Plus to check out the message.

Consent requirements for call monitoring – by state2019-03-27T17:20:30-04:00

Please do not consider this legal advice.

Can my insurance agency legally record phone calls?

Call recording is a powerful phone-system feature that lowers an agency’s E&O exposure and allows for more effective coaching of employees. Call recording is also subject to federal and state wiretapping and eavesdropping statutes, so insurance agents must educate themselves on the laws.

If you want to play it safe without reading further, obtain explicit consent from all parties involved before recording any calls. For the details, keep reading.

Federal Law: United States federal law prohibits recording a phone call unless at least one of the parties consents to the recording. If you are an active participant in the call and want to record it, that counts for one-party consent per federal law. See 18 U.S.C. 2511(2)(d).

State Laws: Every state except Vermont has its own law about recording phone calls. Some of these laws are stricter than the federal law, and therefore, supersede it. See below for the consent requirements and statutory citations for each jurisdiction.

The strictest laws require every party to consent. This “two-party” or “all parties” consent is mandatory in twelve states plus Puerto Rico. These states are California, Connecticut, Florida, Louisiana, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Pennsylvania, and Washington.

For the other states and the District of Columbia, “one-party consent” is sufficient for legally recording phone calls.

Many insurance agents ask, “What if the call occurs between people in different states?” Although some experts say the law of the state in which the recording device is located will apply, the safest answer is to follow whichever state’s recording law is strictest (or federal law in the case of Vermont).

How do I obtain consent to record?

In “one-party” jurisdictions, you count as the “one party” as long as you are an active participant in the call.

In “all-party” jurisdictions, a verbal recording notification at the beginning of the call is usually sufficient to imply consent.

Business Exception: Federal law (and some state laws) grant a “business exemption” to allow employers to record calls on phones they provide to employees. In general, it is legal for employers to monitor business-related telephone calls to and from their own premises—for example, to evaluate the quality of customer service.

Penalties: Breaking the laws regarding call monitoring can expose your insurance agency to the risk of criminal prosecution and also potentially give an injured party a civil claim for money damages against you. Perhaps even worse for insurance agents, calls recorded without proper consent may not be admissible as evidence in E&O claims, so be sure to obtain permission appropriately for your jurisdiction.

Legal Disclosure: The Kotter Group is committed to complying with all applicable laws and regulations and expects its clients to do the same.  While The Kotter Group cannot manage compliance for its clients, we have provided this short summary as a push in the right direction.  Clients should review all compliance decisions with their own legal counsel to ensure the services are used only in full compliance. This guide is for informational purposes only and not for the purpose of providing legal advice.

 

Consent requirements for call monitoring – by state

JurisdictionConsent RequiredStatutory Citation
FederalOne party18 U.S.C. § 2511.
AlabamaOne partyAla. Code § 13A-11-30.
AlaskaOne partyAlaska Stat. § 42.20.310(a)(1)
ArizonaOne partyARS § 13-30121(9)
ArkansasOne partyArk. Stat. § 5-60-120(a)
CaliforniaTwo party consent if communication is confidential1Cal. Pen. Code § 632(a)
ColoradoOne partyCRS 18-9-304(1)
ConnecticutAll partiesConn. Gen. Stat. § 52-570d(a).
DelawareOne party11 Del. C. § 2402(c)(4)
D.C.One partyD.C. Code § 23-542(b)(3)
FloridaTwo party consent with business exemptionFla. Stat. § 934.03(2)(d)
GeorgiaOne partyO.C.G.A § 16-11-66(a)
HawaiiOne partyHRS Stat. § 803-42(b)(3)(A)
IdahoOne partyIdaho Code § 18-6702(d).
IllinoisOne party720 ILCS 5/14-3(j)
IndianaOne partyIndiana Code Ann. § 35-33.5-1-5
IowaOne partyIowa Code § 808B.2(2)(c)
KansasOne partyK.S.A. § 21-4001(a)(3)
KentuckyOne partyKY Rev. Stat. § 526.010.
LouisianaTwo partyLa. Gen. Ord. R-27021 V.A.6
MaineOne party15 M.R.S. § 709(4)
MarylandTwo party consent with business exemptionMd. Courts & Jud. Proceedings Code Ann. § 10-402(3)
MassachusettsTwo party consent with business exemptionMass. Ann. Laws Ch. 272 § 99.
MichiganAll partiesMich Code 750.539c 2
MinnesotaOne partyMinn. Stat. § 626A.02, subdiv. 2(d)
MississippiOne partyMiss. Code Ann. § 41-29-531
MissouriOne partyMo. Stat. § 542.402(2)(3)
MontanaAll partiesMont. Code § 45-8-213(1)(c)
NebraskaOne partyR.R.S. Neb. § 86-290(2)(c)
NevadaTwo partyN.R.S. Ann. § 200.620(1)(a)
New HampshireTwo party consent with business exemptionNew Hampshire Stat. § 570-A:1(IV)
New JerseyOne partyN.J. Stat. § 2A:156A-4(d)
New MexicoOne partyN.M. Stat. Ann. § 30-12-1(C).
New YorkOne partyN.Y. CLS CPL § 700.05.
North CarolinaOne partyN.C. Gen. Stat. § 15A-287(a)(1)
North DakotaOne partyN.D. Cent. Ann. § 12.1-15-02(3)(c)
OhioOne partyORC Ann. § 2933.52(B)(4)
OklahomaOne party13 Okl. St. § 176.4(5)
OregonOne partyORS § 165.540(1)(a)
PennsylvaniaTwo party consent with business exemption18 Pa. C.S. § 5704(15).
Puerto RicoTwo party33 L.P.R.A. § 2160
Rhode IslandOne partyR.I. Gen. Laws § 11-35-21(c)(3)
South CarolinaOne partySouth Carolina Stat. § 17-30-30(c)
South DakotaOne partyS.D. Codified Laws § 23A-35A-20(2)
TennesseeOne partyTenn. Code Ann. § 39-13-601(b)(5)
TexasOne partyTx. Penal Code § 16.02.
UtahOne partyUtah Code § 77-23a-4(7)(b)
VermontNo State LawN/A
VirginiaOne partyVa. Code Ann. § 19.2-62(B)(2)
WashingtonTwo party consent if communication is private.Rev. Code Wash. Stat. § 9.73.030(1)(a)
West VirginiaOne partyW. Va. Code § 62-1D-3(c)
WisconsinOne partyWis. Stat. § 968.31(2)(c)
WyomingOne partyWyo. Stat. § 7-3-702(b)(iv).

 

1 “Confidential communication” includes any communication in any circumstance in which the parties may reasonably expect that the communication not be overheard or recorded. Cal. Pen. Code § 632(c). Further, a California court has held that “calls made by a caller located outside the state, in this case Georgia, are still subject to California law because the principal purpose of that law is “to protect the privacy of confidential communications of California residents while they are in California.” Kearney v. Salomon Smith Barney, 2006 Cal. LEXIS 8362, at *52-53 (Cal. 2006).

 

2 See Sullivan v. Gray, 117 Mich. App. 476 (1982) for interpretation of statute.

 

Legal Disclosure: The Kotter Group is committed to complying with all applicable laws and regulations and expects its clients to do the same.  While The Kotter Group cannot manage compliance for its clients, we have provided this short summary as a push in the right direction.  Clients should review all compliance decisions with their own legal counsel to ensure the services are used only in full compliance. This guide is for informational purposes only and not for the purpose of providing legal advice.

 

 

 

 

Contact Groups2019-03-19T10:26:28-04:00

Contact Groups are a great way to organize your contacts and to share contacts with others in your organization. Below are some pictures and written instructions.

 

 

 

 

 

 

 

 

 

 

What is a contact group?

Contact groups are a great way to organize your contact list. You can also use groups to share contacts with others.

Contact groups appear at the top of the contact list, before any ungrouped contacts.

Did you know you can add a contact to more than one group? For example, a contact could be in the Atlanta Office Group for my organization as well as in the Sales Group for my organization.

Please note that once a contact is in a group, it will no longer show in the ungrouped contacts section.  This will help you organize your contacts list.

To view the contacts in a group, simply click on the name of the group. Click again to close the group.

Create a contact group

An easy way to create a contact group is to click on the Manage Contact Groups icon above the contacts list. This takes you straight to the Contact Groups tab under Settings.

Click Create Group. Click on the box next to each contact that you want in your new group.

As a shortcut, you can add all members from one group to another group all at once. For example, if I wanted to add all members of my Atlanta Office group into my Georgia Territory Group, I could go to the section called “Anyone in these groups” and click the box next to Atlanta Office.

I could then click on any remaining contacts that I want in my Georgia Territory Group.

Be sure to click Create Group to save your work.

Organize contacts with contact groups

Avoid scrolling through a long list of contacts by organizing your contact list into groups. Once a contact is sorted into a group, it will no longer appear at the bottom of the contact with other ungrouped contacts.

For example, I can make three groups: one for customers, one for vendors, and one for other contacts. Once I sort all my contacts, I will only see these three groups in my contact list. I can then click on a group to see the contacts in that group.

Don’t worry if your groups aren’t that easily defined. You can add a contact to more than one group. For example, a contact can be in the Atlanta Office Group for my organization as well as in the Sales Group for my organization.

Share contacts through contact groups

Save time by sharing contacts with other Bridge users in your organization.  In order to share a contact, that contact must be in a contact group.

To get started, click on the Manage Contact Groups icon above the contacts list. This takes you straight to the Contact Groups tab under Settings.

Find a group you have already created, or create a new contact group. You will see a column titled “Who can see this group?” Click on the Add Viewer icon.

As a shortcut, you can allow all members from one group to view all the contacts from another group. For example, if I wanted all the members of my Atlanta Office group to be able to view all the contacts in my Georgia Territory Group, I could go to the section called “Anyone in these groups” and click the box next to Atlanta Office.

Click Update to save your work.

That group and all of the contacts in it will now be visible to those you selected.

Why am I seeing contact groups I didn’t create?

If you are seeing contact groups you didn’t create, they were shared with you by another Bridge user in your organization. You may not edit a contact group you did not create unless you are listed as a manager for that group. You can hide the group from your contact list if you don’t want to see it there.

Hide a group from my contact list

If you don’t want to see a group in your contact list, you can simply hide it.

Click on the Manage Contact Groups icon above the contacts list. This takes you straight to the Contact Groups tab under Settings. Find the column that says Hide Group. Click on the hide group icon.

Delete a contact group

You can only delete a contact group that you created or are a manager of. Click on the Manage Contact Groups icon above the contacts list. This takes you straight to the Contact Groups tab under Settings. Find the column that says Dissolve Group. Click on the dissolve group icon.

If you do not have permission to delete a group, you may instead hide it from your contact list.

Edit contact groups

You must be the creator of or a manager of a contact group in order to edit or manage it.

Click on the Manage Contact Groups icon above the contacts list. This takes you straight to the Contact Groups tab under Settings.

Find the Group Name column. Click on the edit group icon under the name of the group. Make any changes and then click Update Group to save your work.

Manage contact groups

As group creator / manager, you can designate other people to be managers, members, or viewers of the group.

Click on the Manage Contact Groups icon above the contacts list. This takes you straight to the Contact Groups tab under Settings.

Find the columns for managers, members, and viewers. Use the minimize/maximize arrows to show or hide managers, members, and viewers in each column.

Use the add icon to add managers, members, or viewers to the group.

Use the delete icon to remove managers, members, or viewers from the group.

 

Contacts2019-03-19T10:24:39-04:00

Watch this video to learn the basics of using contacts in Bridge.

Topics: display order for contacts, internal vs external contacts, custom ringtones for internal users, searching

 

Watch the video below to learn how to quickly communicate with people on your Bridge contacts list.

Chat, text, call, email, and video conference straight from the contact list.  Quickly look up a phone number.

To use the “email contact” button, you must have a default client set up in Windows.

Try this tutorial or google “how to set up a default email client in Windows.”

If you want to change your default email client to Gmail, learn how to do that here.

Watch the video below to learn how to add and edit external contacts in Bridge.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Contacts Overview

Display order of contacts:

  1. Contact Groups
  2. Internal contacts (Bridge users in your agency)
  3. External contacts
  4. Contacts imported from your management system

Searching contacts

Adding / editing Contacts

Adding external contacts manually, editing contacts

Only Admins or Managers of Groups can add/edit contacts

Importing contacts will be addressed in a different video

Create a Chat / Text Macro2019-02-28T17:20:05-04:00

Chat / Text Macros can save you a lot of time. Check it out!

(Admin access is required for these.)

 

E-Agent Integration2019-03-06T15:15:03-04:00

E-Agent Integration Guide

What can this integration do?  

  1. Call Pop (aka Screen Pop) — A client’s file opens when that client calls in.
  2. Copy Paste — Information from Bridge can be copied and pasted into E-Agent (no setup required)

Watch this video for an example of copying from Bridge and pasting into a management system.

The Kotter Group is happy to work with E-Agent to develop more integrations with Bridge.

 

Editing Users2018-08-14T11:52:00-04:00

Watch this video to learn how to edit users you have already created. (Admin permissions required.)

Edit names and mobile phone numbers. Change passwords. Disable users. Delete users. Set the user’s account to record all calls. Give a user Admin permissions in Bridge.  Change a user’s extension. (Note: Do not change a user’s extension without consulting our support team. You could inadvertently mess up your auto attendants.)

 

 

 

 

 

EPIC Integration2019-03-06T15:16:06-04:00

 

Watch this video for an example of copying from Bridge and pasting into a management system.

 

 

Exporting (copying from Bridge and pasting anywhere else)2018-08-14T14:42:08-04:00

This video explains how to export from Bridge. Basically, you copy the information to your computer’s clipboard and then paste it (using CTRL V) into your management system, onto your computer desktop, into an email, or wherever else you need it. It’s that simple!

 

 

EZLynx Integration2018-08-14T15:16:39-04:00

EZLynx Integration

What can this integration do?  

  1. Call Pop (aka Screen Pop) — A client’s file opens when that client calls in (EZLynx login required)
  2. Copy Paste — Information from Bridge can be copied and pasted into EZLynx (no setup required)

More integrations depend on EZLynx developing an open API on its side.

 

How do I set up the EZLynx Integration?

You must have Bridge Admin permissions to do this.

In Bridge, click on Settings, then Agency Setup, then Integration Setup.

Choose EZLynx as the management system.

Inbox Path: Enter the file path where the file will be copied to the clipboard.

URL: Type in the EZLynx URL or leave this field blank.

Click Update Settings.

You should now be able to enable screen pops with EZLynx.

 

 

 

 

 

 

 

 

 

Faxing Overview2019-03-06T15:40:46-04:00

Understanding Bridge Faxing

 It is important to understand that Bridge users a virtual fax system (also called Internet fax, e-fax, online fax).  Virtual faxing uses Internet protocols rather than a standard phone line to send and receive faxes. This is great news for three reasons:

1. You don’t need an actual fax machine.

2. You don’t need a landline.

3. You can send and receive faxes from anywhere on any Internet-connected computer or tablet (from Bridge or from your email program).

You have two choices when faxing with Bridge.

  1. Send and receive faxes from within Bridge.
  2. Send and receive faxes via email (using the settings you specify within Bridge.)

Because Bridge uses virtual faxing, it can connect to your email. You can actually send an email to someone else’s fax machine, and you can check your faxes in your email program.

If you want to fax a piece of paper, you will need to first scan it and save it to your computer or save it to Bridge. If you do not have a scanner, this can be done most easily with the Bridge mobile app on your cell phone. Alternatively, you could take a picture of the paper or use any mobile scanning app on your phone. The advantage of using the Bridge mobile app is that it will save it directly into Bridge for you.

 

Happy Path for Bridge E-Signature2019-09-13T12:09:20-04:00

Bridge E-Signature Happy Path

A Happy Path is what we at Bridge define as “The way the tool was intended to be used”. We build our Bridge tools around these steps.

We understand that there can be many different ways to use the same tool. Sometimes our amazing customers find “paths” that we haven’t even thought of! This makes sense when we realize there are about 30 of us and around ten thousand customers who use our tools every day. So without further ado, here is the happy path for your Sales Automation Suite.

Your Part

Select a Document you want to have signed. Select the Add a Document to Sign button. Browse to the document you want to have e-signed.  You may upload multiple documents to sign and Bridge will combine them.

Choose who needs to sign the document. If you are having others sign, add the signers by using the Contacts field. Type in the subject you’d like for the E-Signature email you’ll be sending. Type in the message you’d like to send for the E-Signature email you’ll be sending. Select the Prepare Document button to continue to the page where you add signature placeholders.

Click where you want to add a signature or other fields and choose which type of information you want. Use the dropdown list to choose who needs to sign. Click on where you want the next field to be and repeat.

NOTE: make each field required by selecting the Required checkbox when setting up each field.

Select the Options button in the far right of the page to have an overview of the E-Signature document you are creating.

When finished adding placeholders select the Sign & Send button to continue to the next step. At this step an email will be sent to everyone who needs to electronically sign the document.

Fill all the fields that are yours and select the Next button at the top-right of the webpage. Check the I agree to the Terms of Use and Privacy Policy checkbox and then select the Confirm and Sign button. Your E-Signature document is all set up on your end.

The Customer’s Part

The customer receives an email with a link to the E-Sign document. They open the document and fill in the fields they are assigned. They are asked to confirm the legal stuff and Bridge E-Signature will send you notification the customer has signed.

You can now see the signed document in the “My documents” part of Bridge E-Signature.

 

September 10, 2019
Happy Path for Live Chat2019-10-01T12:39:19-04:00

Live Chat Happy Path

A Happy Path is what we at Bridge define as “The way the tool was intended to be used”. We build our Bridge tools around these steps.

We understand that there can be many different ways to use the same tool. Sometimes our amazing customers find “paths” that we haven’t even thought of! This makes sense when we realize there are about 30 of us and around ten thousand customers who use our tools every day. So without further ado, here is the happy path for your Sales Automation Suite.

Live Chat Scenario

A customer or prospect is looking on your website. They find something interesting and want to talk to your agency about what they have read. The prospect clicks on the Live Chat button and immediately start a chat with someone in your agency. Live Chat is like having a salesperson available to anyone while they are in the comfort of their own home. Having Live chat increases both the relationship with your customers and your sales opportunities.

Happy Path

First, use the “Using the Live Chat” article farther below this article to set up Live chat on Bridge and your website.

When someone is on your web page and want to talk to your agency they click the Live Chat button. A notification will sound in Chat Plus in Bridge that someone is Live Chatting. You or someone in your group  start messaging back and forth to the potential customer in Live Chat, giving them an excellent experience.

When you are finished with the Live chat either you or the potential customer can leave by selecting the End Chat button. It can be set up so a transcript will be sent to you that can be sent to your management system.

 

September 11, 2019
Happy Path for Sales Automation Suite2019-09-13T12:17:54-04:00

Sales Automation Suite Happy Path

A Happy Path is what we at Bridge define as “The way the tool was intended to be used”. We build our Bridge tools around these steps.

We understand that there can be many different ways to use the same tool. Sometimes our amazing customers find “paths” that we haven’t even thought of! This makes sense when we realize there are about 30 of us and around ten thousand customers who use our tools every day. So without further ado, here is the happy path for your Sales Automation Suite.

Happy Path

  • Web Forms:
    • You create a Web Form and put it on your website
    • A potential customer fills out the Web form (Emma)
    • You get an email that Emma filled out your Web Form
    • You assign the Web form to someone in your office (Sally)
  • Contacts: Sally takes Emma’s info from the Web Form and creates a Contact
  • New Activity: Sally creates a New Activity to communicate Sally tomorrow. Sally gets a quote for Emma.
  • To-Do:
    • When Sally gets to work the next morning she pulls up her To-Do list.Emma and others are on this list.
    • Sally can use the One-click Follow-up options (call, text, email) to contact Emma or she can add Emma and others to the Prospect List (Power Prospector).
  • Power Prospector:
    • When Sally is ready to call everyone she needs to for the day she goes to the Power Prospector page.
  • Calling Scripts:
    • From the Power Prospector tab Sally selects her desired script.
    • She does this by selecting which Location she is and which Script she wants from the Drop-down list.
  • Auto Dialer:
    • When Sally is ready to start calling she selects the Auto Dialer button.
    • The Auto Dialer dials the first contact. During the call Sally can type notes in the Script area, view her Existing Activity, save the script as Activity Notes or mark the contact as Completed.
    • When Sally hangs up with the Auto Dialer goes to the next contact and the next until everyone on her contact list has been called.
    • Click on the Auto Dialer button to pause when needed.
  • Quote Forms:
    • If Sally needs to fill out a Quote Form during or after talking to Emma  she can easily select the desired Quote Template at the top-right of the Power Prospector screen.
  • Automated Messaging
    • If Emma is unresponsive to Sally’s contacting her Sally can set up an Automated Messaging campaign.
      • One Time Campaign – Sally can create a One-Time Campaign to call, text or email Emma some time in the future.
      • Drip Campaign – Sally can create a Drip Campaign to call, text or email Emma multiple times. This is good to set up a marketing drip-campaign to Emma if Emma doesn’t respond to Sally or to market to Emma every few days five months in the future to remind Emma to call Sally before her policy renews.
September 13, 2019
Happy Path for Video Proposals2019-09-13T12:10:27-04:00

Video Proposals Happy Path

A Happy Path is what we at Bridge define as “The way the tool was intended to be used”. We build our Bridge tools around these steps.

We understand that there can be many different ways to use the same tool. Sometimes our amazing customers find “paths” that we haven’t even thought of! This makes sense when we realize there are about 30 of us and around ten thousand customers who use our tools every day. So without further ado, here is the happy path for your Sales Automation Suite.

Your face is your brand, be confident and show your face!
The camera aspect of Video Proposal can be a powerful tool for your prospects and customers to know you better, forming a better relationship.

Setting Up a Video Proposal

In Bridge select the Video Proposal button. Choose a custom URL name. This will be used for the link to your Video Proposal recording. Choose to text or email a notification to you when the viewer watches the Video Proposal.

Recording the Video Proposal

Select the Create Video Proposal button to begin the recording process. If you have multiple screens select the screen you want to record. Your screen and camera will both record simultaneously. Click the Record button to record the proposal.  Select the Leave Conference button to finish recording.

Completing the Video Proposal

Go back to Video Proposal in Bridge. Your recording will show up here. It could take a few minutes for a video to finish compiling depending on how long your Video Proposal recording was. Check the Notify Me checkbox if you want notification when the customer watches. Select Copy Link to copy a link of the Video Proposal to your clipboard. Paste this link into a text, a chat or however you want so the prospect can watch a video.

September 9, 2019
Happy Path for Web Forms2019-09-13T12:10:20-04:00

Web Forms Happy Path

A Happy Path is what we at Bridge define as “The way the tool was intended to be used”. We build our Bridge tools around these steps.

We understand that there can be many different ways to use the same tool. Sometimes our amazing customers find “paths” that we haven’t even thought of! This makes sense when we realize there are about 30 of us and around ten thousand customers who use our tools every day. So without further ado, here is the happy path for your Sales Automation Suite.

Web Forms allow you to put a form on your website to gather information from a customer.

Example: A potential customer is on your website and sees you can rate multiple carriers. They fill in the info needed to quote the customer right there at your website. You get an email once the potential customer fills out the form, you get a quote and within minutes the customer has a quote from you. This example shows a quick, no fuss sale process.

Template Builder (How to Create a new Web Form):

In XLerator go to the Sales Automation Suite and select Quote Forms. Select the Template Builder button. Using the drop-downs select a New Template or Existing Template then Select a type, either Personal or Commercial template. Add a name for your template.

What shows up first is the basic client information you’ll need for a prospect customer to add other header options click the Header button and select Add Header Input Fields. You’ll have the options to add Logo, Title and Subtitle to the Header.

Next, click the Client button to the left and select Add Client Input Fields. Choose which fields you want your Quote Form to have and select Add. If there is something else you want on the form click on the Custom button on the left of the screen and select Add Custom Input Fields. Customize the details of these custom fields by selecting the Settings cog to the right of the input field.

Once you are finished adding custom input fields click the CSS Selector button to the left of the form and select Add CSS To Input Fields to personalize the look of the Quote Form. Here you can change colors, fonts and sizes. To see what the quote form will look like select the Preview button to the left of the Save button. Select the Save button to save the Form.

Note: to turn a quote form into a web form check the web form button on the top – right of the form and check all of the checkboxes next to the fields you want to show on the web form.

Adding a Web Form to your Webpage

Once you have created your Web Form select the Template Manager tab in Quote Forms. Select the Export Web Forms button on the template you want on your website. A WebForm Script window will pop-up. Select the Copy button to copy the script into your computer’s clipboard.

There are many different web hosting services and ways to add this script into different websites. This means we cannot give specific enough instructions on how to add this script to your own website. You should be able to email this script to the person who made your website or who is in charge of new content on your website to add this script and make the form appear on your website.

Happy Path

Once the Web form is on your website potential customers can now use the form. The happy path for using Web Forms is that a potential customer is browsing your website, likes what they see and fills out the Web form. When they click the Submit button, you get an email that someone has filled out the Web Form.

You can then go into the Quote History tab to either take care of the potential customer’s form or assign someone in your agency to take care of the potential customer.  Your agency gets a quote from a carrier and contacts the potential customer with the good news.

To keep track of the quotes you can use the Reports tab to get an overview of what stage the Web Form is and who is taking care of the Web Form.

 

September 10, 2019
HawkSoft Integration2018-08-16T12:44:43-04:00

HawkSoft Integration

What can this integration do?  

  1. Call Pop (aka Screen Pop) — A client’s file opens when that client calls in.
  2. Copy Paste — Information from Bridge can be copied and pasted into HawkSoft.

More integrations depend on HawkSoft developing an open API on its side.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Importing Contacts2019-03-19T10:39:51-04:00

Importing contacts

Decide first if you want to import these into a contact group!

You will not be able to share these contacts with others in your agency if they are not in a contact group.

You can import contacts into Bridge from a spreadsheet, from a csv file, or straight from your Google contacts list. One easy way to import contacts is to click on the plus sign above the contact list. This opens the Add Contact window.

Click the Import Contact button in the bottom left corner.

Import contacts from a spreadsheet

**Decide first if you want to import these into a contact group! You will not be able to share these contacts with others in your agency if they are not in a contact group.

  1. Make sure that the spreadsheet you want to import has column headers. In other words, the very first row of the spreadsheet must be the titles for each column. If your spreadsheet doesn’t say “First name, last name, phone number,” etc. across the top, you need to add titles before importing the data. (Also make sure you know the name of the spreadsheet file and where it is saved on your computer.)
  2. From the Add Contact window (Import Contacts screen), click Import Spreadsheet File.  Find and select the file and click Open.
  3. You will see a preview of some of the information from your spreadsheet in the Bridge window. Note the empty dropdown fields at the top of each column. Click on each one and select the appropriate title for each column of your data. Select “First Name” for the header of the column containing the first names of your contacts. Then select Last Name, Phone Number, etc.
  4. You must designate at least the following required information: First name, last name, and phone number. Bridge will not import any contacts without these required fields.
  5. Decide if you want to import these contacts straight into your main contact list or if you want to import them into a particular group.
  6. Use the drop-down menu on the right to select the import location. If you do not have any groups created, your only choice will be “Import to Contacts List.”
  7. Click Import Contacts.
  8. You will see a Congratulations message that shows how many contacts were imported. Please be aware that some contacts might not have been imported. Bridge will not import contacts who were previously imported into Bridge or who are missing one or more of the three required contact fields. The required fields are first name, last name, and phone number.

Import contacts from a csv file

**Decide first if you want to import these into a contact group!  You will not be able to share these contacts with others in your agency if they are not in a contact group.

  1. Make sure you know the name of the csv file and where it is saved on your computer.
  2. From the Add Contact window (Import Contacts screen), click Import a CSV File.  Find and select the file and click Open.
  3. You will see a preview of some of the information from your csv file in the Bridge window.
  4. Look at the first row of data from your csv file. If it shows column headers and not a contact’s information, uncheck the box above it that says “Include First Row?”
  5. Note the empty dropdown fields at the top of each column. Click on each one and select the appropriate title for each column of your data. Select “First Name” for the header of the column containing the first names of your contacts. Then select Last Name, Phone Number, etc.
  6. You must designate at least the following required information: First name, last name, and phone number. Bridge will not import any contacts without these required fields.
  7. Decide if you want to import these contacts straight into your main contact list or if you want to import them into a particular group.
  8. Use the drop-down menu on the right to select the import location. If you do not have any groups created, your only choice will be “Import to Contacts List.”
  9. Click Import Contacts.
  10. You will see a Congratulations message that shows how many contacts were imported. Please be aware that some contacts might not have been imported. Bridge will not import contacts who were previously imported into Bridge or who are missing one or more of the three required contact fields. The required fields are first name, last name, and phone number.
Individual User Settings2019-06-27T10:34:56-04:00

Click Here to watch a training video and learn about your personal settings in Bridge.

Profile image, time zone, name, cell phone number, caller ID, password, call forwarding, individual voicemail, notifications, call waiting, ringtones, auto-responder for text messaging, text messaging signature, integration, mobile app settings, and more.

Instructions for Hot Desking Physical Phones2019-07-25T09:43:17-04:00

Bridge now offers Hot Desking! Hot Desking is simply the ability to log into any hard phone (the physical phone on your desk) on your system, and have your user profile and settings populated onto that device.  With Hot Desking, your extension is whatever hard phone you’re currently logged into.

It allows workers to commute to the most convenient office, and to whichever workstation they please, any given day.

Example: An employee needs to work at a satellite office. They would log into the phone at any workstation.  All of their calls and messages would now be sent to that Hot Desked phone.

 

Setup in Bridge

  1. In Bridge go to the Settings button in the top-right corner, then click on Agency Setup, then click on Provisioning Portal.
    1. If the user already has their hard phone provisioned in this list, check the Hot Desking checkbox.
    2. If the user is going to use a hard phone that isn’t provisioned, go to the Hot Desking tab, select Add New Phone and insert the phone’s Mac Address, Brand and Model.
  2. The hard phone is now setup/configured in Bridge.

 

Setup the Physical Phone

  1. Lift up the receiver or use the speaker on the provisioned hard phone.
  2. When you hear the dial tone:
    1. Dial *11
    2. Enter your extension and the # sign.
    3. Enter your password/pin and the # sign. If you don’t remember your password/pin refer to the instructions below.
  3. The phone will then reboot. When the phone completely reboots your extension and settings are moved over. You can start using the Hot Desked phone.

NOTE: You will be logged out of your original phone until you log back in!

 

Resetting your password/pin

  1. In Bridge click on  your Avatar (your picture) and select Voicemail.
  2. Change your Voicemail Password/Pin here.
Logging In and the Bridge Dashboard2019-05-02T15:40:14-04:00

Watch this video to learn how to log into Bridge and about the Dashboard on the User Interface.

YOU MUST USE GOOGLE CHROME to log in to Bridge. No other browser platform is supported by Bridge.

To log in to Bridge, first open your Chrome browser.    

If you do not have Chrome loaded on your computer, download it HERE 

Once downloaded, put the following URL into the Chrome browser window and press Enter…. bridge.kotter.net

 

 

 

 

 

 

 

 

 

 

Making and Receiving Phone Calls2019-05-02T15:36:54-04:00

Watch this video to learn the basics of how to make and receive phone calls in Bridge.

Marketing Message for Bridge E-Signature2019-09-11T14:20:49-04:00

Marketing message for Bridge E-Signature

 

E-Signature is growing remarkably fast

  • There are more than 600 million electronically signed documents annually
  • Global e-signature market is predicted to grow at a healthy annual rate of 32%,

What makes Bridge’s E-Signature Different

You can easily track the status of each document. At any time you can see where the Jones’ home policy is being held up.

Bridge E-signature can also send reminder emails to your customers. You can easily make it where a notice will automatically go out hours or days after an E-Signature document is sent. No more worrying if you reminded your customer.

E-Signature is quick and easy

Use Bridge E-Signature to send to a customer to electronically sign a document and have it returned all within a few minutes instead of days.

Bridge E-Signature makes signing items like policies and other legal documents quick and easy. Simplify your workflows and save money by using E-Signature.

Quick – E-Signature is sent via email, not snail-mail. This cuts days out of getting signed documents.

Research says businesses that started using E-Signature reduced turnaround times by 80%.

  • Example: It takes 45 seconds to sign (electronically) and return a signed document with a smartphone app. It takes several minutes to open an email attachment, print it, sign it, and fax it back (and that is assuming that the signer is near a printer and a fax machine).

Have you ever tried getting multiple signers to sign one document? You have to mail the first person, they sign and return, taking at least three days. Then you mail the second person, they sign and return, taking another minimum of three days. With E-Signature you can send the document to everyone at the same time to sign. Everyone receives email notifications and with any luck your document that can have up to 10 signers can be signed by everyone within a few minutes!

E-Signature is secure

There is less worry about security than with paper. Electronic documents are stored online, simple to retrieve and don’t get lost like paper files do.

E –signature documents are encrypted. If some

E-Signature increases sales and saves money

  • According to the Electronic Signature & Records Association, businesses experience an 83% performance improvement in getting approvals, along with 86% savings in document costs.
  • Electronic signatures are more cost-effective than the traditional pen and paper method. Not only do you save on paper, but you also save on postage, mailing supplies, and time (which is money). Over the years, every little bit adds up.
  • You can save plenty of money by switching to paperless signing as you can avoid the expenses of ink, paper, printer purchase and maintenance, and hiring a courier service to send the documents. In addition, you can also get indirect savings such as time saved looking for lost contracts and documents, re-keying data, and filing and storing paper documents. An AIIM report shows that 25% of e-signature users received ROI in less than three months, while 81% benefited within a year.

Using E-Signature reduces E&O Exposure

  • Reduces Errors and Omissions by showing the customer exactly where to sign and having an electronic receipt of where the document has been. Among financial institutions, electronic signature reduces scanning errors by 92%, and prevent files from missing by 66 percent.
  • Security features
    • No need to store physical documents under lock and key
    • Tamper detection seal
    • Detailed log of actions performed to the document

Consumer Reaction”

  • 77 percent of consumers have digitally signed a form three or more times over the past three years.
  • 77 percent of consumers are moderately to very comfortable signing and submitting an official document online.
  • Customers will soon begin to expect their documents to be available for electronic signatures. So not having this capability could diminish the overall experience your business provides clients.
  • E-Signature is a modern solution. Today’s tech savvy customers are online every day. They can review and sign anytime and anywhere.

E-Signature Use Cases

  • Use Bridge E-Signature to send Policy Quotes
  • Use Bridge E-Signature for Policy Declaration Forms
  • Use Bridge E-Signature to send Policy Amendment Forms
  • Use Bridge E-Signature to get a Certificate of Insurance signed
  • Use Bridge E-Signature to get a Custom Quote Form signed
  • Use Bridge E-Signature to get signatures on a Claims reporting Form

 

September 11, 2019
Marketing Message for Live Chat and Web Forms – Incomplete2019-09-10T13:24:47-04:00

Marketing Message for Live Chat and Web Forms

Live Chat

  • Live Chat allows your customers to contact you through your website. XLerator has already mostly set-up Live chat. The rest is easy to configure.
  • Scenario: A customer or prospect is looking on your website. They find something interesting and want to talk to your agency about what they have read. The prospect clicks on the Live Chat button and immediately starts a chat with someone in your agency. This increases both the relationship with your customers and sales opportunities.
  • Live chat over phone and email support has increased by 50% since 2012 (Forrester)
  • Live Chat is necessary on modern websites to stay relevant in today’s high-tech world.
    • It allows you to stay in contact with anyone who goes to your website. Your Live Chat should be able to have your prospects and customers chat with different groups in your agency. Sales, customer service, etc.
    • Many potential customers require Live Chat
      • Example: 80% of bridge interns say if live chat isn’t on a company’s website, they’ll likely not do business with them.
    • com Live Chat Statistics
      • Example: 80% of bridge interns say if live chat isn’t on a company’s website they’ll likely not do business with them.
    • Easy to setup and very customizable
      • Schedule times, customize Groups, builds code for you
    • Whatever you are in the marketplace for, do your agency a favor and make sure all types of communication can be easily exported to your management system.

NOTE: Avoid Chat Bots. Chat Bot is automated Live Chat software. Just like a call tree on the phone, Chat Bot software is frustrating for prospects and insureds. This makes a poor experience where having a real person answering live chats provides an excellent customer experience.

  • As with everything in Bridge, easily move the web form and/or new customer right into your management system.

Web Forms

  • Web Forms allow you to put a form on your website to gather information from a customer. Example: A potential customer is on your website and sees you can rate multiple carriers. They fill in the info needed to quote the customer right there at your website. You get an email once the potential customer fills out the form, you get a quote and within minutes the customer has a quote from you. A quick, no fuss sale.
  • Easily assign a potential customer’s Web Form to someone in your Agency
  • Can have a different Web Form on multiple webpages. (Auto Insurance webpage, commercial form on another)
  • Even if the customer doesn’t buy, you still have their information in Bridge XLerator to market to them later.
  • As a marketing tool you can use Web Forms for gathering individuals’ information for an online giveaway (sign up here for a chance to win….) individuals who sign-up give you their information for future marketing.
  • As with everything in Bridge, easily move the web form and/or new customer right into your management system.

 

September 10, 2019

Marketing Message for Sales Automation Suite – Incomplete2019-09-10T14:25:48-04:00

Marketing Message for Sales Automation Suite

The Sales Automation Suite is a powerful group of tools that helps you sell more policies.

The Sales Automation Suite includes:

As with all aspects of Bridge, Sales Automation Suite exports everything to most Management Systems.

 

Workflow

  • Contacts
  • New Activity
  • To-Do – Activity Tracking & One-click Follow-up
  • Power Prospector
  • Auto Dialer
  • Calling Scripts
  • QuoteForms
  • Automated Messaging

 

XLerator begins the prospecting process with Live Chat and Web Forms. XLerator keeps prospects going through your sales funnel with the Sales Automation Tool.

  • The Auto Dialer is a tool that continuously dials a list of contacts.
  • Example: You have a list of To-Do items that include calling people. Add everyone to the Auto Dialer and start calling. Once you hang up with the person on the phone the Auto Dialer starts dialing the next person on the list. Calling people you need to contact this way helps you finish the list much quicker.
  • Activities are a tool in Bridge XLerator’s Sales Automation Suite that keeps you organized and keeps you on top of your customers and potential customers’ needs.
  • Calling Scripts allow you to create and use pre-created scripts for your employees. This is helpful so the same message is being given by every employee.
  • Power Prospector creates a list of prospects to contact and gives you the tools to make the sale.

 

September 10, 2019
Marketing Messages for Video Proposal2019-09-10T13:23:39-04:00

Marketing Messages for Video Proposal

Video is one of the fastest growing ways of communication

  • Video Proposals is a valuable device that gives you another tool to communicate with prospects and customers.
  • The more communication tools you have the happier your people are.
  • According to Forbes.com 90% of customers report that product videos help them make purchasing decisions.
  • According to YouTube 64% of customers are more likely to buy something online after watching a video about it.
  • Facetime, Marco Polo & other video calling software are used as another form of texting
  • Since 2016 video content has jumped 258%
  • By 2022, online videos will make up more than 82% of all consumer internet traffic, according to Cisco
  • A 2-minute video can offer the same information as a 2000-word article on the same topic and it takes less time to digest so it’s more easily retained

Video Proposals will allow you to service your whole state

  • You don’t want to drive ½ way across the state for a quote and your customers don’t want to either.
  • Video Proposals allows your people to both see the document on your screen and to see your face at the same time, generating credibility, increasing relationships and strengthening your brand.

Records your screen and your camera simultaneously

  • Pull up a proposal on your computer screen and record it with Video Proposals.
  • The camera on your computer will show your face while you talk about the proposal.
  • Record coverages, premiums etc. that you want your customer to see and then send a link to the recording to the customer.
  • Makes you more personal and puts a face to the business so customers feel like they are more connected when they are making a purchase.
  • You are your brand, prospects want to know who they are working with
  • Allows you to interact with customers outside your territory/town just like they were local.
  • Improves engagement from customer over voice call or written message. Relational not transactional
  • Allows you to walk a customer through their policy with a video explaining all of the important highlights and any options or changes that you may have made
  • Video content promotes brand recall.
    • 80% of customers remember videos watched in the past month
    • Prospect doesn’t sign up today, they’ll remember better than an email.

Send the proposal via email, chat, text however you want for them to watch at their convenience

  • The customer wants to watch the quote right away? They’ve got it.
  • The customer wants to watch it on their day off? It’s right there.
  • They can also watch your video, rewind, fast forward as much as they want.
  • Improves engagement from customers over written emails
  • Video content performs well on all devices.
  • It is tough to read a proposal on a phone, especially with a PDF
  • You can watch a video anywhere on any device

Video Proposals is not only for making proposals.

  • According to Forrester Research a one-minute video is worth 1.8 million words (if a picture is worth 1,000 words)
  • Use Video Proposals to send messages or daily updates to your staff. The message in the background and your smiling face on the side.
  • Market to prospects by adding a Video Proposal link into your sales/marketing emails.
  • Send Video Proposal links to your current customers to foster your agency’s relationships with them.
  • Create short marketing videos to put on social media.
    • Note, ideal video lengths:
      • Instagram, 30 seconds
      • Twitter, 45 seconds
      • Facebook, 1 minute
      • YouTube, 2 minutes
    • Send holiday messages to your customers. Record yourself with a video of the American flag in the background wishing everyone a happy Independence day or dress up as Santa and wish everyone a Merry Christmas and add it to the email you send out to your customers.
    • Personalized happy birthday messages. Have you or someone in your office create a Video Proposal
    • Happy birthday message for clients. Easily document these videos right into you management system.

Link Video Proposals with E-Signature

  • A quote by video along with an option to e-sign dramatically increases the customer’s potential to sign the quote.
  • Scenario: You create a Video Proposal showing your customer their quote. You mention the important parts of the quote, premiums, amounts, etc. and then at the end you tell the customer that if they like what they see to open the policy that is in the email the quote was sent in, e-sign it and send it back. The customer is impressed with receiving a quote by video. You have credibility by your face being recorded through the video proposal and is impressed that they can sign the quote right then and there!
  • The customer can watch the proposal when it suits them best, which they appreciate.
  • You are notified when the customer opens the policy so you can contact the customer a few minutes after they open the policy and ask them if they have any questions, giving them prompt, professional service, which is also impressive.
  • E-Signing quickly increases your chance of the sale saves you time and makes your agency look modern and professional to your customer.

Bottom line

Video Proposals allows your agency to use the medium your customers use every day.

  • Impress your customers with leading-edge equipment. Impressed customers are more likely to buy.
  • Expand your market area. No more driving to the office or to the customer to read, revise and sign proposals. Now you can do business all over the state.
  • Your prospect can watch the video proposal on their time. They can then e-sign the proposal right then,
  • finalizing the deal quickly.

 

September 10, 2019
Other Software2018-08-14T15:39:26-04:00

Information can easily be copied out of Bridge and pasted into any software in the world that does not block the CTRL V command.

The Kotter Group is also happy to work with other software vendors to develop more integrations with Bridge.

 

 

Our method for new releases2019-02-14T15:22:55-04:00

We appreciate feedback from our Bridge users. All comments, both positive and negative, help us improve. Continuous development is important to us. In fact, we have an entire department of full-time software programmers and analysts whose sole job is to strengthen and improve Bridge to better meet your needs and requests.

From time to time we are asked about our schedule for releasing new updates. We subscribe to the theory of agile development, that organizations and software programs must be flexible and able to respond quickly to the evolving needs of consumers. Under this theory, continual testing is done in-house and updates are pushed out regularly, even as often as several times per week. Sometimes the updates are big, noticeable feature changes. Sometimes updates are small (such as copy edits) or under the hood (such as changing the way a database works).

With so many changes regularly happening within Bridge, conveying the most relevant information to users can be a challenge. So, to facilitate better communication of new releases, we have added this “Updates” section to this training site.

We will note the most relevant updates on this site as well as on our Bridge by Kotter Facebook group. Please continue reading to see what we have been up to. Thank you again for your feedback.

Parking a Call2019-05-02T15:31:18-04:00

Watch this video to learn how to park a call in Bridge

 

 

 

 

Phones Available for Purchase2019-03-06T15:22:23-04:00

Phones available for purchase to use with Bridge

Yealink T23G Data Sheet

Yealink T42S Data Sheet

Yealink T46G Data Sheet

Yealink T48G Data Sheet

Conference Room CP920 Data Sheet

Conference Room CP960 Data Sheet

If you are interested in purchasing a phone please send an email to sales@kotter.net

Phones Supported on Bridge2019-03-06T15:21:35-04:00

Bridge supports phones made by Yealink, Cisco, and Polycom. They are easily provisioned on the system for quick updating and customization.

QQ Catalyst Integration2019-05-14T16:43:50-04:00

QQ Catalyst Integration Guide

We are an ORANGE PARTNER with Vertafore to bring you one of the most comprehensive management system integrations on the market.

Important note: In order for integrations with QQ Catalyst to work, your agency admin will need to email apidev@qqsolutions.com to obtain your agency’s Client ID & Client Secret. These are needed to set up your integration.

Watch this video for instructions on how to set up your QQ Catalyst integration for your Agency

Watch this video for instructions on how to set up your QQ Catalyst integration for an Individual User

 

What can this integration do?  

  1. Call Pop (aka Screen Pop) — A client’s file opens when that client calls in.
  2.  Save text messages, chats, and more into QQ Catalyst without having to copy paste.

Watch these videos for some insight into the QQ Catalyst integration

 

 

 

 

 

 

 

 

 

 

 

 

 

Recent Update (01-23-2019)2019-09-25T12:05:27-04:00

Contact Import: You now have the option to specify Company Name when importing contacts from a spreadsheet or .csv file.

Automatic transfer to hard phones for outbound calls:  For those of you who like to talk on your hard phones but still manage your calls through the web browser, you can now do that! Go to Settings > My Profile > My Profile Info and activate the “Transfer calls to External Device” toggle switch. Now, when you make calls out through the web browser, your hard phone will ring to remind you to use it for your outbound calls.      

Time Clock Pro: This feature will now be known as Activity Monitor.

Customizable Idle Time: Per request, you can now manually set how many hours Bridge will sit idle before timing out your session. (Go to Settings > My Profile > My Profile Info > Idle Timeout.)

Recent Update (02-14-2019)2019-09-25T12:05:42-04:00

We are very excited about where Bridge is going as a product and with the relationships we are developing in the industry.  Below are some of our most recent updates:

Improved Integrations: We are proud to announce that The Kotter Group is the only VoIP provider to be selected by Vertafore as an integration-certified Orange Partner.  This partnership allows us premium access and deep integrations with AMS360, QQCatalyst, and soon Sagitta. These deep integrations are only offered by Bridge.

Not a Vertafore user? We’ve also now fully integrated Screen Pop and numerous other integrations with 7 different management systems.

Call Centre:  As you have probably already noticed, Call Centre received quite the facelift. Like before, you can view all callers by location, see their status, contact them, and monitor via Listen / Whisper / Barge.  We also added the ability to do one-button transfers.

Under-the-Hood: We have recently made under-the-hood updates to improve performance in most sections of Bridge, most notably calling, status, contacts, and call history.

Tell us what you think!  Please email us at bridge@kotter.net to share what you enjoy most about Bridge and how we can make your experience even better.

Recent Update (07-18-2019)2019-09-25T10:46:13-04:00

Hard Phone Hot Desking: A popular request, Bridge now offers Hot Desking in all packages.  Hot Desking is simply the ability to log into any phone on your system, and have your user profile and settings populated onto that device.  With Hot Desking, your extension is whatever phone you’re currently logged into.

Hot Desking can help accommodate your efficient use of office space.  “Hoteling” is a concept that is become more popular in corporate America.  It allows workers to commute to the most convenient office, and to whichever work station they please, any given day.  In a “Hoteling” scenario the employee would setup their laptop and log into the phone at that work station.  All of their calls and messages would now be sent to that IP phone.

Text Messaging Load Speed: Some of our larger agencies noticed that load times on text message conversations were slowing down.  Once the issue was reported we quickly assigned two developers to the task and discovered that we needed to optimize the way conversations were loaded.  This was done and now load times are within a second or two for large groups of text.

Multiple Management System Database Enabled: Now Bridge supports multiple databases! Why is this a big deal? Say you are in the middle of changing your management system. Bridge can support both of them so there are no hiccups. Another way this is helpful is if you just purchased another agency that uses a different management system. Bridge will work for this too.

Searching Text Messages return Texts by Date: Now when you search your texts the results will come back sorted by date.

Toll Free Numbers Duplicating on Invoices: A bug has been fixed where recently toll free numbers that were ordered through Bridge would create a second entry and cause two toll free numbers to be invoiced.

Better Separation between Agency Conversation Texts and User Conversation Texts: We edited how texts are separated between the agency display and the users display. Now when you switch between the two the correct text conversations will show up.

Status Automatically Change after using Listen/Whisper/Barge functions in Call Center: When you use any of the Listen, Whisper or Barge functions your status changes to busy. When you finish using Listen, Whisper or Barge your status goes back to what it was originally.

Agency Call History Page Loads Faster: Our Development Team worked their magic and made the Agency Call History page load more quickly.

 

Recent Update (07-23-2019)2019-09-25T10:44:38-04:00

Improved Filtering: The Text, Call History and Faxing modules have been improved. Now you can click on the buttons next to the column description to sort items.

Play All Call Recordings: You can now play all of your recorded calls easily.

Pages load Quicker: We found a way to make pages load quicker, especially the initial login!

Queue Manager Timeout Fixed: Improvements in the background that corrects a 504 (gateway timed out) issue when accessing the Queue Manager were made. Development has improved how data gets to where it needs to be. (Don’t add to video)

Importing DID (individual phone number) Button Fixed: The Importing DID button is working again. For a few days the Import button has been greyed out and users have been unable to click on it to finish the DID importing process correctly. (Don’t add to video)

Outgoing Fax Made Easier: Our Development Team made some improvements under the hood.

Adding/Changing Parking Music When on Hold Made Easier:. We have made it easier to add or change customizable music when you put someone on Park.

Changing Dates in Time Cards Now Auto-Update: It used to be that you would have to change the dates in Time Cards and then refresh the page to see the dates change. Now after you click on the desired Time Card dates the page automatically updates, making life a bit simpler.

Time Cards Update: Clock-in/Clock-out times functionality has been improved.

Call History: Our developers have reviewed and improved some code in the background.

Improved Invoices: Adding a Toll-Free phone number shows up correctly on the agency’s invoice.

Text Messaging App Loads Quicker: Our Development team worked their magic in the background and made loading the Text Messaging app more zippy.

Agency Texting Search Function Improved: Searching for an Agency Text Conversation functions like the other search functions in Bridge.

Added Clarifying Messaging to Data Export: Bridge must have the same email address on file for a user as the management system has for their login.  If it isn’t the same email address a user can’t export. This is especially true for QQCatalyst customers. An error message has been added to Bridge when this happens so in the future users will know what to do.

Recent Update (07-29-2019)2019-07-29T15:15:14-04:00

Call Forwarding – Better Setup for new users: We’ve made it easier to set up new users’ call forwarding.

Call History – Removed Phantom phone log: When a phone call was attempted but didn’t connect, the phone module would try to make the call again. This would create a phantom log in Bridge. These phantom calls are no longer recorded.

Call History – Duplicate Records: Rarely duplicate records were showing up in Call History. Our Development team fixed this, duplicate records no longer show up in Call History.

Call History – AMS360 Call Export Found/Fixed: We found a rare issue in exporting for a few AMS360 customers when we exporting certain calls. Within a few short hours we fixed it.

Idle Timeout Update: In My Profile Info  we made it so you can choose to automatically log yourself out when being idle in Bridge between 1 – 23 hours. This is recommended for security.

Hot Desking Tweaks: We are making minor adjustments to Hot Desking, making it a better experience for you!

Recent Update (08-01-2019)2019-08-01T15:16:54-04:00

Call History – Deleting personal calls Update: Deleting personal call history will remove the call from the user’s call history but will not be deleted from the system.
The managers of the permissions group will still see the call recordings.
The members of the permissions group can see Agency Call history but not Call Recordings.
The users who are neither a manager or a member cannot see Agency Call history at all.
Administrators will have access to Agency Call history.

Hot Desking: We made more tweaks to our Hot Desking feature to make it work better for you!

Call History – Deleting Call History: Although calls aren’t really deleted, it used to be that users could remove items in Call History. After hearing from you, our customers, we have made it where no one in the agency can remove items from the call history.

Agency Call History Auto Refresh: It used to be that you had to refresh the browser for Agency Call History to update live. Development has made it so calls now appear automatically.

Call History Search Improvement: The code for the Call History Search function has been improved giving users more accurate results!

Recent Update (08-14-2019)2019-08-15T12:19:07-04:00

Click here to watch the Release Notes Video

Activity Monitor – Quicker Time Card loading: Time cards now load more quickly.

Advanced Conference Calls – Scroll bar added: If your meeting has more than 10 attendees, a scroll bar will appear to the left of the screen.

Advanced Conference Call Information: The Advanced Conference Call data is now static so you can move around in Bridge during a conference call and the conference call’s information will be there when you return.

Agency Setup – Call Flow Audio: Audio uploaded through the Manage Audio button’s file name used to be a long string of characters. Now the audio file’s name can be edited.

Automated Messaging: You can now add a contact from Bridge’s Contact List to both One Time campaigns and Drip campaigns.

Call History – Calendar Improvement: It used to be that the calendar in Call History only let you set the end date two weeks before the current day. Now you can go back two weeks letting you see more call history.

Call History – Ring Groups: Did you know we have three different ring groups? Most agencies use the Enterprise ring group, for those who use Simultaneous and Sequential ring groups you now can see your call history the same as the Enterprise ring group!

Call History – Sorting by Date/Time: In Call History you can now sort by date and time.

Missed Calls – Counter: The Missed Calls counter under the Bridge logo in the top-left of the Bridge webpage will revert to zero once clicked.

Quote Forms – More Options: We have added to the length of characters in many of the fields so you can add in more info. We also added more input options.

Text Message – Improvements:

  • New texts show up at the top of the Conversations list.
  • Unread message notifications automatically update, no more need to refresh the page to see an accurate count.
  • There was a quirk when you hit shift+enter when typing a text. It would send the message twice. Texts are only sent once now.

Text Messages – Check All box: The Check All box wasn’t always checking every box. The Check All box is now working as expected.

Texting or Faxing PDF – Special Characters: When texting or faxing a PDF you can now use special characters in the PDF’s name.

Video Call – Chat Avatar: When chatting on a Video Call your avatar will appear next to what you’ve typed.

 

Recent Update (09-06-2019)2019-09-06T12:17:06-04:00

Automated Messaging – Opt Out – Feature Request:

  • When a contact receives a message they can now reply with ‘Stop’, ‘Cancel’ or ‘Remove’.
  • The sender gets a reply saying : ‘Recipient has requested to be removed from future contact so no future SMS texts will be delivered’
  • There is a new tab called Manage Subscriptions under Automated Messaging where you can see all the contacts that have unsubscribed. You may need to refresh the page to see all of the contacts.
  • You can resubscribe the contacts under the Manage Subscriptions tab.

Activity Monitor – Time cards Quick Load – Enhancement: We were able to optimize Time Cards so they will load more quickly.

Advanced Conference Call – Stopping a Conference Call – Need: Some users were unable to stop a conference call. We quickly found out why and fixed it.

Automated Messaging –  Scheduled Task – Enhancement: Every five minutes Bridge will check automated messaging and turn off any task that is running longer than fifteen minutes. We’ve done this so no scheduled task will be stuck open and drain computer resources. Scheduled tasks will then run as scheduled.

Chat Plus – Thread Truncated – Enhancement:  When replying to a long chat message the long message is shortened to save space.

Hotdesking – Enhancements:

  • Unchecking the checkbox in the hotdesking tool will now delete the ghost extension.
  • When a user unchecks the Hotdesking box it can then be re-hotdesked.
  • If a phone entry is deleted from the hot desk table it can now be recreated.
  • To prevent confusion an Mac Address must be inserted prior to checking the Hot Desking box.

Quote/Web Forms – Character Limitations – Need: A pop-up message will now show explaining when there are too many characters inside an input field.

Screen Pops – Hawksoft Users – Need: When a call is answered by a user, the pop-up now only appears on that one user’s screen.

Screen Share – Occasional Blank Page – Need: When you start a screen share and someone joins, they occasionally only see a blank page. This is no longer the case.

Video Proposals – Duplicating links – Need: The Links option in the Video Proposal tool was duplicating when created. Now it only creates one link as expected.

Text Messaging – Enhancements

  • Number Population: When you text someone by clicking the texting icon under their name only the texting number will prepopulate in the text box.
  • Picture and Text: We have made it to where a user can text both a picture and text in the same text message.

 

Script samples for recorded messages, IVR, auto attendant, greetings, hold messages2018-08-20T14:42:41-04:00

Here are some scripts to help you as you record messages to use in Bridge:

Main Menu Greetings

The attendant menu for your main contact number may be the first form of contact that a customer has with your business. Make sure your greeting is clearly articulated. Provide an option to speak with an operator if the caller has a question that is not addressed by the menu options. Below are few examples of what you may use.

 

Call Center Departments

Hello and thank you for calling, [Agency Name], where [state your short agency slogan]. If you know the extension of the party you are trying to reach, you may dial it at any time.

To speak with a Sales representative, press 1.

To reach a Customer Support agent, press 2.

To reach our Billing department, press 3.

If you would like to know our regular business hours and location, press 4.

If you would like to speak with an Operator, press 0, or press 9 to repeat the available options.

 

Basic Customer Inquiry

Thank you for calling [Agency Name]. If you know your party’s extension, please dial it at any time.

To reach our agency directory, press 1.

For more information about [Agency Name], press 2.

If you are an existing customer, please press 3.

For billing questions, press 4.

To repeat menu options, press 9.

For all other inquiries, press 0.

 

Language Options

Hello, you have reached [Agency Name]. To continue in English, press 1, for Spanish, press 2. (Wait for customer to enter an option.)

You’ve reached the main menu. To reach a staff member by name, please press 1.

For sales inquiries, press 2.

For technical support, press 3.

To place a purchase order, press 4.

For accounting, press 5.

To find a store location near you, please press 6.

Press 0 to speak with a representative.

 

Product-Focused

Thanks for calling [Agency Name]. For more information about our products, press 1.

If you have troubleshooting/technical questions, press 2.

For billing questions, press 3.

For a Dial by Name directory, press 4.

For our regular business hours, press 5.

If you know your party’s extension, please dial it now.

For all other inquiries, please stay on the line, and a representative will be happy to assist you.

 

Offering the Operator First

You’ve reached [Agency Name], the [agency’s slogan]. Please choose from the following menu options:

To speak with the operator, press 0.

For customer support, press 1.

For troubleshooting questions, press 2.

For accounting questions, press 3.

For a list of our staff members, press 4.

To leave us a message, press 5.

To repeat these options, press 6.

 

Recording All Calls (Disclaimer)

Thank you for calling [agency name]. This phone call may be recorded for training and quality purposes.

 

After-Hours Greetings

A separate after-hours attendant menu can inform callers that your office is closed, state your business’ operating hours, and provide options that callers can immediately act upon. For example, you can direct them to your website for FAQs. If your business provides an account login page, remind your customers that they can login at any time to get general account information. In this situation, be proactive. Below are a few examples of what you may use.

 

After-Hour Options

Thanks for calling [Agency Name]. Our offices are currently closed. Our business hours are from Monday to Friday 9 AM to 8 PM Eastern Time, and Saturday 9 AM to 12 PM Eastern.

If you would like to leave a message in our general voice mailbox, press 1.

To reach our agency directory, press 2.

For business hours and directions to our office, press 3.

You may also email us at [agency email].

For more information about our products and services, please visit us at [website].

To repeat this message, press the * key.

 

Direct Customers to Your Account Login Page

Thank you for calling [Agency Name]. Our office(s) are currently closed. Standard office hours are [Days and Time]

Did you know that you can check your account status with us 24 hours a day / 7 days a week by visiting [account login webpage]? Here you can view information about your account, as well as answers to general questions you may have.

Otherwise, please call back during standard office hours, and we will be happy to assist you. To repeat this message, press the # key.

 

Holiday Greetings

Auto-attendants with a customized holiday greeting can be a festive way to mark the occasion. If you have a retail business, create a holiday greeting to inform customers of any limited-time sales you are offering. If your office is closed for the holiday, be sure you state this in your message.

 

Advertise Holiday Sales

Thank you for calling [Agency Name]. To celebrate the holiday season, we are offering limited-time discounts on all purchases. Please ask your account representative about them today!

To place an order, press 1.

To follow up on an existing order, press 2.

To speak with a representative about our products, press 3.

If you have a billing question, press 4.

To repeat the menu options, please press the * key.

 

Holiday Closures

Thank you for calling [Agency Name]; we are currently closed in observance of [holiday name]. We will return on [Date] at [Time].

If you would like to reach our Dial by Name Directory, please press 1.

To leave a voicemail, please press 2. A representative will contact you upon our return.

To repeat this menu, please press the # key.

[If no response after a few seconds] Goodbye.

 

Voicemail Greeting

Many companies offer an escape option so that if a caller ends up in a staff member’s voice mailbox, he or she can “escape” out of the mailbox and go back to the attendant menu. Use a customized auto-attendant for this situation.

 

Escape the Voicemail Box Option

You have reached the voicemail of [Agency/Person’s name].

If you would like to leave a voicemail, please press 1 and leave your name, number, and a brief message.

If you would like to return to the main menu, please press the # key.

 

On-Hold Messaging

When creating good on-hold customer experiences, you shouldn’t try to wing it in coming up with messages. What you share with customers when they call your business has the ability to inform, engage, and even sell — but only if you strategically create a script that connects and resonates with callers. Below are a few examples of what you may use.

 

Greet

“At [agency], we value our customers and love to hear from you. We welcome you to leave a review or feedback on our website.”

“Our representatives are on the line with other customers. Someone will be with you shortly.”

 

Promote

“For a limited time, we are offering a ________ discount to customers who ____________________________.”

“Did you know that [agency] writes more policies than any other agent in town? We value the relationships we have with our customers.  Are you a member of our customer loyalty program? If you aren’t, talk to our representative about how you can start saving.

“Did you know that you can save cash by referring customers to [agency name]. Ask us about our customer referral rewards program.”

“Visit and like our Facebook page to get tips and updates on [placeholder for what the tips and updates are].”

“If you just bought your home, visit our website and sign up for our monthly newsletter filled with tips and advice for first-time homeowners.”

 

Thank You

“[Agency Name] values your time, and we thank you for holding. Thanks for your time. An [agency name] representative will be with you shortly.”

 

Sending and receiving faxes in Bridge2019-03-06T14:45:10-04:00

Sending and receiving faxes in Bridge

Log in to Bridge and double click the Faxing icon on the dashboard.

You’ll then be directed to the Faxing section of Bridge.

The Bridge Faxing feature allows you to send and receive faxes as well as view the details of each fax.

 

The upper right side of the faxing screen shows your fax number. This is the number people will use to fax you. (You may port over your existing fax number so you don’t have to reprint any business cards.)

To send a fax, first add the Recipient’s Fax Number in the “Recipient Fax Number” box. Next click “Select File to Fax.” Choose a file from your computer. This is what you will be faxing to your recipient.

(If you want to fax a piece of paper, you will need to first scan it and save it to your computer or save it to Bridge. If you do not have a scanner, this can be done most easily with the Bridge mobile app on your cell phone. Alternatively, you could take a picture of the paper or use any mobile scanning app on your phone. The advantage of using the Bridge mobile app is that it will save it directly into Bridge for you.)

Next, decide if you want a cover page. If you would like to add a cover page, click the box next to “Use a Cover Page” and fill out the Recipient’s Name, Subject, and Fax Message.

As you can see by clicking “View Sample,” your cover page will look something like this:

The areas circled in red are the Recipient’s Name, Subject, and Fax Message that you fill out yourself. The rest, including your agency name in the top right, are filled out automatically by Bridge.

 

You are now ready to send your fax. Simply click the “Send” button.

Sending and receiving faxes via email2019-03-15T18:08:46-04:00

Sending and receiving faxes via email

It is important to understand that Bridge users a virtual fax system (also called Internet fax, e-fax, online fax).  Virtual faxing uses Internet protocols rather than a standard phone line to send and receive faxes. This is great news for three reasons:

1. You don’t need an actual fax machine.

2. You don’t need a landline.

3. You can send and receive faxes from anywhere on any Internet-connected computer or tablet (from Bridge or from your email program).

 

Because Bridge uses virtual faxing, it can connect to your email. You can actually send an email to someone else’s fax machine, and you can check your faxes in your email program.

In the top right corner of the Bridge faxing landing page, you will see listed an authorized email address. This is the email address from which you can send faxes. You may ONLY send faxes from an authorized email address.

It is easy to change your authorized email address. Simply click the pencil icon next to it and type in the new authorized email address.

To change who will receive incoming faxes via email, click the pencil icon next to “Incoming faxes go to this e-mail” and type in an email address.

To send a fax using Bridge’s email-to-fax service, simply open your email program and send an email using the parameters listed below.

Without cover page

  • To: [recipient’s 10-digit fax number]@agencyfax.com
  • Subject: [your Bridge fax number, which will show as the sending fax number]
  • Email Attachments: [Up to 5 attachments will be the actual fax that is sent.]

With cover page

  • To: [recipient’s 10-digit fax number]@agencyfax.com
  • Subject: [your Bridge fax number, which will show as the sending fax number] cover page
  • Body: If you specify “cover page” on the subject line, the cover page will be whatever the body of the email says.
  • Email Attachments: [Up to 5 attachments will be the actual fax that is sent.]

Note: email attachments may only be sent in JPG, PDF, Adobe PostScript, TIFF, Microsoft Word, Excel, CSV, HTML & Plain Text formats.

Remember: You may only send faxes from the authorized email address in Bridge.

Once you have sent the email, you will receive an email reply with either a confirmation or rejection notice from the recipient’s fax machine.

Settings: Bridge Downloads2019-03-19T10:29:16-04:00

 

Status / Presence / Availability2019-05-02T15:30:29-04:00

Watch this video to see how statuses work in Bridge! (also called Presence or Availability)

System Requirements2019-05-22T15:47:08-04:00

System Requirements

These are the minimum system requirements for your Bridge service, which includes requirements for the following platforms:

Supported Operating Systems

  • Windows 10 (32 and 64-bit) or later
  • Minimum 3 GHz (32-bit or 64-bit) processor
  • Minimum of 8 GB of memory
  • 400 MB of free hard drive space
  • Required minimum screen resolution is 1,024 x 768
  • Mac OS X with Mac OS 10.7 (Lion) or later
  • Intel processor
  • Minimum of 8 GB of memory
  • 400 MB of free hard drive space
  • Required minimum screen resolution is 1,024 x 768

Supported Browser

Google Chrome 5.0 or newer

Bridge Mobile

  • iOS: iOS 8.0 or later (iOS 11, iPhone X supported)
  • Android: Android OS 4.4 and up (Android O supported)

IMPORTANT: BlackBerry devices will not be able to download and install Bridge Mobile.

 

Minimum and Recommended Bandwidth for VOIP Service

The bandwidth that Bridge requires depends on the number of concurrent calls you want to make. The table below shows the minimum bandwidth required to make calls from a Bridge account, as well as recommended speeds for optimal performance.

Number of Concurrent CallsMinimum Required BandwidthRecommended speed
1100 Kbps Up and Down3 MBps Up and Down
3300 Kbps Up and Down3 MBps Up and Down
5500 Kbps Up and Down5 MBps Up and Down
101 MBps Up and Down5-10 MBps Up and Down

To run a speed test click HERE.

 

Text Messaging2019-05-02T15:35:07-04:00

Watch this video to learn the basics of Bridge text messaging.

Send and receive text messages from your direct business line and/or from your main agency number. Send and receive SMS (text) and MMS (images). Save your text messages into your management system. Also learn about using a texting blacklist, including emojis, using your contact list, text notifications, agency texting, and sending to multiple recipients.

If you want to learn more about how texting integrates into your management system and how to manage Agency texting, watch this video.

 

 

Text your contact info2019-02-28T17:18:25-04:00

Get your name out there!

3 easy ways to text your contact info

 

Text your vCard

Virtual business cards let your customers quickly add you to their contact list. Easily text your vCard to a client or prospect. Simply click on the paperclip icon and attach your .vcf file to any text message.

 

Use a Text Signature

Automatically end every text from Bridge with your customized text signature. Go to Settings > My Profile > Text Signature

 

Create a Text Macro

Choose which texts include your contact information. Have an admin go to Settings > Agency Setup > Chat/Text Macros to set up Text Macros. Create a macro by typing “vcard” (or any other word) in the hot keys field. Enter your contact information and save it.

Now anytime you want to include your contact information, simply type “vcard” in the text message field, and Bridge will auto fill the information for you. You can even create a different signature macro for each person in your agency. Macros are also great as shortcuts for anything you type regularly into a chat or text message.

 

 

The Bridge Dashboard2019-05-02T15:38:18-04:00

Watch this video for a tour of the Bridge dashboard

The Bridge Dashboard

After you log in, you will see the Bridge dashboard.   To open a feature, double click its icon.

Remember, to open a feature, simply double click its icon. A single click will allow you to drag the icon elsewhere on the dashboard.

To hide an icon you don’t use often, right click on it and click Hide.

You can see your hidden icons at the bottom of the dashboard by clicking Show All.

Hide them again by clicking Show Only Active.

To rearrange the icons, simply click and drag them.

You can also sort your active icons alphabetically by clicking Sort Alphabetically or reset all of the icons back to active status (and in alphabetical order) by clicking Reset.

Feel free to customize your dashboard to match your workflows.

 

Training and Support2019-05-02T15:37:31-04:00

Watch this video to learn about support and training options for Bridge!

Need help?

If you need help with anything in Bridge, we would love to help.  Simply click on one of these buttons in the top right corner of Bridge or call 770-717-1777.  Our U.S. based Customer Support Team would love to hear from you Monday through Friday from 8 a.m. to 7 p.m. Eastern Time.

 

Prefer Chat Support? 

Visit The Kotter Group’s Contact Us Page to chat live with a member of our U.S. based Customer Support Team. We’d love to hear from you Monday through Friday from 8 a.m. to 7 p.m. Eastern Time.

 

Have Suggestions?

If you have a suggestion for improvements of our help documentation or of anything within Bridge, or if you would like to recommend new features for Bridge, please email us by clicking the Bridge Feedback icon in the top right corner of Bridge or by emailing bridge@kotter.net. We appreciate any and all feedback.

Sincerely,

Your Bridge Team

770-717-1777

Transfer a Call and Add a Call (3-way call)2019-06-27T10:33:02-04:00

Click Here to watch a training video and learn how to do blind and supervised transfers in Bridge.

Keep in mind when you perform a SUPERVISED TRANSFER it will look to the receiver like the call is coming from YOU (not the person calling). When you perform a BLIND TRANSFER all of the caller ID information for the caller passes through to the recipient.

You can also use the Call Centre feature to monitor and transfer calls easily inside your agency.

 

Using Activities2019-09-10T15:05:51-04:00

How to use Activities 

What are Activities

Activities are a tool in Bridge XLerator’s Sales Automation Suite that keeps you organized and keeps you on top of your customers and potential customers’ needs.

Creating a New Activity

First you need to have a contact in XLerator to link the new activity to.

Once you have contacts in Bridge XLerator, you can create activities for them.

  • Assigned To: use this drop-down to choose who in the agency is in charge of the activity
  • Associated With: Use this drop-down to choose what contact you want to associate
  • Activity: What is the next step, Call, Email, Text, Demo.
  • Status: The status of the New Activity. Call Back, Open, Scheduled or Completed.
  • Notes: Add any notes you’d like to have on the New Activity.

To Do list

Once a contact has a New Activity associated with them your To Do list will help keep you organized. You can see what activities are due for today, this week or create a custom date-range. You can also filter out activities that you don’t wish to see.

Each activity has the following:

  • Name of the person the activity is assigned to and who the activity is for
  • The Activity Type
  • Any notes on the activity
  • The Activity Status. This can be changed in this view
  • The Due Date. This can be changed if desired.
  • The buttons at the bottom of the activity allows you to text, call or email the contact respectively.
  • The Add to Prospector List checkbox adds the contact to the Power Prospector.
    • Select the Create Dialer List And Call button to create a Power Prospector list.

 

 

September 9, 2019
Using Auto Dialer2019-09-10T15:03:23-04:00

How to use Auto Dialer 

What is the Auto Dialer?

The Auto Dialer is a tool that continuously dials a list of contacts.

Example: You have a list of To-Do items that include calling people. Add everyone to the Auto Dialer and start calling. Once you hang up with the person on the phone the Auto Dialer starts dialing the next person on the list. Calling people you need to contact this way helps you finish the list much quicker.

Using the Auto Dialer

  1. Load a list of contacts into the Power Prospector
  2. There are two sets of buttons in the contact list, Talk buttons and Activities buttons:
    1. Talk buttons – These are here if you want to communicate with the contacts without using the Auto Dialer:
      1. Text
      2. Call
      3. Email
      4. Video Proposal
    2. Activities – These are here to help create activities after you’ve talked to the customer:
        1. Existing Activity – See the activity that put the customer on the list.
        2. Create Activity – Creates a new activity.
        3. Save Script as Activity Notes – Adds what ever is in the script box and what was written in during the call into an activity.
  1. Hit the Dial button in the lower left of the screen. The Auto Dialer will begin making calls.
  2. Hit the Completed button for the person you are on the phone with.
  3. The Auto Dialer will keep ringing customers until the list is finished.

 

 

September 9, 2019
Using Automated Drip Marketing2019-09-13T14:32:32-04:00

How to use Automated Messaging 

Automated Messaging provides XLerator users another way for you to contact people. You can market to potential customers, contact your staff and contact your customers. Automated Messages can be sent via phone, text and email. They can also be scheduled when you want these messages to be sent.

One Time Campaigns

Explanation and Example

Use One Time Campaigns to schedule a call, text or Email to one or more people sometime in the future. This is a good tool to use for your customers who you need to remind of an event.

Example: You can run a monthly expiration report from your management system along with phone numbers and email addresses. Upload this list into Bridge and have XLerator call, email or text these customers for you.

How to create a One Time message

  1. From Bridge XLerator’s Dashboard click on Automated Drip Marketing.
  2. Select Create a One Time Message in the top-right of the page.
    1. Campaign Name: Type in a unique name that describes the new campaign
    2. Campaign Type: You can choose to run a campaign via voice, text or email. Select which one you want here.
    3. Campaign Delivery: Choose if you want to start the campaign immediately or chose a date and time to start the campaign.
    4. Select the Next button
  3. Recipients There are three ways to import contacts into the campaign:
    1. When you select the Import Files tab:
      1. Import a spreadsheet file allows you to find a spreadsheet on your desktop to import
      2. Import a CSV file allows you to find a CSV file on your desktop to import.
  • Select the Next button
  1. When you select the Add Individually tab:
    1. Allows you to add one person at a time onto the list.
    2. The Clear Entry button allows you to clear all fields
  • The Put on list button allows you to add the contact to the list.
  1. When you select the Add from Bridge Contact List tab:
    1. Allows you to choose contacts that are already in Bridge
      1. Find the customer(s) you want and checkmark the checkboxes for each contact you want on the campaign, then click the Add _ to Campaign
    2. Enter recipients any of these three ways you want and then click the Next button at the bottom of the page.
  2. Build: Add content to your campaign:
    1. For a Voice campaign you can Record a New Message, Upload an Audio File or Select from Audio Library if you already have an audio file in Bridge. Select the Save Message at the bottom-right of the page and select Next.
    2. For a Text campaign add an SMS number where replies should be delivered. Usually someone’s DID number.
      1. Type your message in the box provided. You may add in shortcode that will allow you to personalize your text. Example instead of typing Dear Sir or Madame you can select shortcode to say Dear {{firstname}} and XLerator will add the correct name to each text.
      2. Hit Save Message and then select the Next button at the bottom of the page.
    3. For an Email campaign create your email with the email info the replies should be delivered.
      1. Type your email, enter Shortcode if desired.
      2. Hit Save Message and then select the Next button at the bottom of the page.
    4. Review the campaign information and select Start Campaign.

Congratulations, you have set up a one-time campaign!

Drip Campaigns

Explanation and Example

You can also use XLerator’s Automated Messaging to create a Drip Campaign. Similar to a one-time campaign, Drip Campaigns have the capability to handle multiple communications. You can email a group of contacts one week and then remind them by texting the next week.

Example: Your agent Anna has a list of leads to contact. Anna loads the list of contacts into XLerator and sets up and introductory email explaining who she is and who your agency is. Anna sets the email to go out immediately and then creates the next step where she uses the phone to record a message, upload an audio file or select a file from the audio library that gets sent out two days later. Anna also sets up an email to the customer to go out every month for a few months to make sure the customer remembers her.

How to create a Drip Campaign

  1. Give the Drip Campaign a name and select the Update Name button.
  2. Step 1: Message 1, select the Edit button to create the first step.
    1. Use the Description field to describe this step
    2. Select which type of message you want, Voice, text or email.
      1. For a Voice campaign you can Record a New Message, Upload an Audio File or Select from Audio Library if you already have an audio file in Bridge. Select the Save Changes at the bottom-right of the page
      2. For a Text campaign add an SMS number where replies should be delivered. Usually someone’s DID number.
        1. Type your message in the box provided. You may add in shortcode that will allow you to personalize your text. Example instead of typing Dear Sir or Madame you can select shortcode to say Dear {{firstname}} and XLerator will add the correct name to each text.
        2. Hit Save Changes at the bottom of the page.
  • For an Email campaign create your email with the email info the replies should be delivered.
    1. Type your email, enter Shortcode if desired.
    2. Hit the Save Changes button at the bottom of the page.
  1. Select Add New Step to add another step to the drip campaign
    1. Select the Wait 1 Days button to choose the amount of days you want to wait until the next step to go out. Then select the Edit button on Step 2: Message 2 and repeat step 2 above.
  2. Repeat steps 2 and 3 as many times as you need for this drip campaign.
  3. When you are finished creating the different steps of the drip campaign select recipients by clicking on the Settings button at the top right of the page and selecting the Manage Contacts tab at the top.
    1. There are three ways to add contacts to your drip campaign:
      1. Add a contact: the Add a Contact button allows you to add contacts one time to Bridge
      2. Import Google Contacts:
        1. This allows you to select a group to import contacts to. then select Complete Import and you will be directed to Google’s Sign-in page
  • Import from File tab:
    1. Import a spreadsheet file allows you to find a spreadsheet on your desktop to import
    2. Import a CSV file allows you to find a CSV file on your desktop to import.
  1. Select which group you want to import the contacts into
  2. Match the field’s first name, last name, phone number and email address.
  3. Select Import Contacts.
  1. Once the imports are added into Bridge, select everyone you want to have in the Drip Campaign and select the Add _ to a Campaign button.
    1. The Description is usually the date you start the campaign. Choose Campaign dropdown allows you to choose the campaign you want to add the contacts to.
    2. Launch Date allows you to either launch the campaign immediately or choose a date to launch.
    3. Select Add Contacts to Campaign.

The Drip Campaign will start messaging contacts for you.

September 13, 2019
Using Bridge E-Signature – Incomplete2019-09-10T15:09:03-04:00

How to use Bridge E-Signature 

Bridge E-Signature makes signing items like policies and other legal documents quick and easy. Simplify your workflows and save money by using E-Signature.

Using Bridge E-Signature

Use Bridge E-Signature to send to a customer to electronically sign a document and have it returned all within a few minutes instead of days.

E-Signature Setup

Click on the e-Signature button on the home screen and go to the Settings tab.

My Signature

Here is where you create and keep your signature to use when e-signing documents.

There are three different ways to add a signature into Bridge:

  • Type – Type in your name, select a font you like and a couple other adjustments. Once you are finished, select Save Signature and Bridge will keep your typed signature.
  • Upload – If you already have your signature uploaded on your computer you can upload it here by drag/dropping it into the box here or browsing for it.
  • Draw – Use your mouse or touchscreen to draw your signature. Select Save Signature when you are finished.

The Saved tab keeps all of your saved signatures in one place.

Reminders

Reminders are created and stored here to add to e-signature emails. These reminders send an additional email at intervals you choose, reminding e-signers that you are waiting for them to send e-signed documents back.

To create a reminder:

  • Select the Add New Reminders button
  • Like an email, it has a Subject line and a Message line.
    • Subject Suggestion: Reminder to E-Sign your Policy
    • Message suggestion: This is a friendly reminder to e-sign your auto policy. Please sign as soon as possible to begin your policy.Thank you,
      XYZ Agency
  • The Delay line allows you to choose when you want the reminder email to be sent. Choose if you want to send the email in a certain amount of hours or days.
  • When you are finished creating the reminder email select the Save New Reminder button.

Agency Settings

Here is where you can personalize your E-Signature.

  • Add your company’s name, phone number, email and company’s webpage URL.
  • There is also a place to upload your company’s logo.

Sign Request

Here is where you create a document to E-Sign.

  1. Select a Document
    1. Select the Add a Document to Sign button.
    2. Browse to the document you want to have e-signed. These are many different formats you can use, Microsoft Office formats, PDF, jpg, etc. What ever type of document you add Bridge will convert it to a PDF for signing.

NOTE: You may upload multiple documents to sign, Bridge will combine these documents.

  1. Who needs to sign?
    1. Choose who needs to sign the document. If you are having others sign, add the signers by using the Contacts field. You may choose multiple signers.
  2. Email Subject
    1. Type in the subject you’d like for the E-Signature email you’ll be sending.
  3. Message
    1. Type in the message you’d like to send for the E-Signature email you’ll be sending.
  4. Read and select the I agree to the Terms of Use and Privacy Policy button.
  5. Select the Prepare Document button to continue to the page where you add signature placeholders.

Adding Placeholders

Placeholders are where you and your signers will be adding signatures and other items like Text fields, dates and checkboxes.

  1. Click where you want to add a signature or other fields.
  2. Choose which type of information you want (signature, text, date or checkbox).
  3. Use the dropdown list to choose who needs to sign.
  4. A resizable, movable field will appear. Adjust the box how you’d like.
  5. Click on where you want the next field to be and repeat steps 2-4.

NOTE: make each field required by selecting the Required checkbox when setting up each field.

Select the Options button in the far right of the page to have an overview of the E-Signature document you are creating.

Sign & Send

When finished adding placeholders select the Sign & Send button to continue to the next step. At this step an email will be sent to everyone who needs to electronically sign the document.

  1. Fill all the fields that are yours and select the Next button at the top-right of the webpage
  2. Check the I agree to the Terms of Use and Privacy Policy checkbox and then select the Confirm and Sign button.
  3. Your E-Signature document is all set up on your end.

My Documents

All of your E-Signature documents live here in the My documents tab. All Drafts, Pending, Document Viewed and Document Signed Complete documents are here.

Filter through the documents by using the Calendar, Status and Filter by options.

Creating new folders help keep items easily sorted.

Create New Document takes you back to the Sign Request tab.

Click on a document for further information.

  • The far right of the page shows the Document History where you can see what has happened with the document.
  • See who has signed and who hasn’t (if applicable)
  • Download the document to send it to the carrier or anyone else who needs a copy.
  • Download the signing log – creates a PDF showing who and when has signed the document.
  • Save as Template will allow you to create a template out of the document. This is helpful if you plan to use the document to e-sign multiple times.
  • Close Document to go back to the My Documents page.

Templates

E-Signature templates are a way to cut down on the time it takes to create E-Signature documents. They also help keep similar documents uniform and the same every time you use it.

Creating a Template

  1. Select the Create New Template button to start.
  2. Browse to and select the document you want to make into a template. The document will upload to Bridge E-Signature and take you to the next step.
  3. Click where on the document you want a field to be. Fields include Signature, text, date and checkbox.
    1. For Signature boxes select who needs to sign the document and select Save
    2. For Text boxes select who needs to add the text and if the text is required. Add a description what you want added in this field.
    3. For Date boxes select who needs to add the date and if the date is required or not and select Save.
    4. For Checkboxes select who needs to check the box and if the checkbox is required or not and select Save.
  4. Readjust box sizes as you’d like them to be

Options

The Options button gives you an overview of the template.

  • Select who needs to sign
  • Click on each contact and assign a role of that contact. Do they need to sign, do they need to only approve the document or do they only need to see that the document has been signed.
  • Add a contact at the end of this list. Reminder, any people added to this list will receive an email every time this template is used. If this is a signed quote, you could make it so the agency owner or the office manager always gets a copy of the signed document.
  • Add a subject and message to this template.

When you are finished adding placeholders and deciding who needs to sign click the Save Template button.

Using a Template

There are five things you can do with a template after creating it:

  • Send Request – Use the template
    • Add the recipient(s) NEEDS FINALIZING
  • Edit – Change the template
  • Duplicate – Use this template for different applications. Click the Duplicate button and then the Edit button under the duplicate and make changes.
  • Move Template – NEEDS FINALIZING
  • Delete Template – When you no longer need toe template, delete it here.
Update: September 9, 2019
Using Calling Scripts2019-09-13T15:26:45-04:00

How to use Calling Scripts 

Calling Scripts allow you to create and use pre-created scripts for your employees. This is helpful so the same message is being given by every employee.

Scripts Settings

  1. In Bridge go to the Settings tab, select Agency Setup and choose the Sales Automated Settings tab.
  2. Scroll down to Scripts Settings.
  3. Choose which location you want the script to be stored. Sales scripts to be stored in the Sales location or scripts for the Atlanta office could be stored in the Atlanta location.
  4. In the text box write your script. We have added different ways to enhance the texts to make them how you want them.
  5. Name your script and Save. You have created a script!

Using a Script

Now you have a script or two, go to the Sales Automation Suite in Bridge and then select Power Prospector.

    1. At the top of the Power Prospector tool, choose what location and script you’d like to use.
    2. Your script will show up in the box directly under the Power Prospector name.
    3. This box gives you both the script and the ability to type notes into. This is good because you have the ability later to save the script and notes as a new activity which you will be able to export to your management system.
September 13, 2019

Using Contacts2019-09-13T15:33:58-04:00

How to use Contacts 

The contacts tool is the place where every contact in Bridge XLerator is kept. The Contacts tool is the same as the Manage Contacts tool in Bridge. Here is where you add contacts, leads, prospects and customers in to Bridge XLerator.

Adding Contacts

There are three ways to add contacts into Bridge XLerator:

  • Add a Contact: Allows you to enter one contact at a time.
    • Click the Add a Contact button and the customer’s general information is ready to be filled out.
    • Click the Phone Numbers tab to add phone numbers. Remember to select the Add to List button for each phone number, not the Add Contact button.
      • NOTE: every contact must have one phone number.
    • If desired you can add a contact specific call ringtone and text ringtone. In the Contact Ringtones tab.
    • The Policy Information tab allows you to add policy information to the customer’s file. This is great when the contact calls in and you have Screen Pops turned on.
    • The last tab, Activities will show you every activity the customer has had created. To learn more about activities please watch our training on How to Use Activities.
  • The next way to add contacts is to use the Import Google Contacts button. This allows you to import a list of contacts from Google into either a new group or a group that is already created in Bridge.
  • The last option is to use the Import from File button. This allows you to import a list of contacts from either a spreadsheet or a .csv file that is on your computer.
    • NOTE: The first row of the file must contain the headers for the columns.

Using Contacts

Once contacts are in Bridge XLerator you have many of sorting options to choose from. You can also choose how many contacts show up on one page. Remember, the more contacts you load at once the longer loading could take.

You can also filter contacts for your convenience. The filter by Group drop-down is at the top of the Contacts tool.

The Filter by name, organization, phone or email address is to the right.

When you select one or more contacts you can add the selected customers to campaigns, tag them, group them add them to the Power Prospector or delete them.

  • Clicking the Add __ to campaign button allows you to add contacts to premade campaigns. Add the date to the Description line and choose which campaign you want to add the contact to by using the drop-down button. Once assigned you can either start campaigning to the customer immediately or at a later date.
  • Clicking on the Assign tags to _ Selected button assigns one or more tags to a contact. Tags are an easy way to keep your contacts sorted. Did you just input a bunch of leads from a spreadsheet? Tag them all with a tag called Imported Leads(and then the date they were added). This will be helpful when you want to add all of the contacts to the Power Prospector.
  • Clicking on the Assign __ to a Group assigns the contact to one of the previously created Contact Groups. Remember, Groups can have up to 100 contacts.
  • Clicking on the Add __ to Power Prospector adds the selected customers to the Power Prospector for you to contact.
  • Delete __ Selected When you ever want to delete one or more contacts you can do so here.
September 13, 2019
Using Headsets with Bridge2019-05-02T14:44:12-04:00

Using Headsets with Bridge

Please contact a professional headset supplier to evaluate your unique needs in order to purchase the correct equipment for your business.

Here is some general information:

The Yealink phones we use are headset capable for basic functions such as making/receiving calls. Advanced needs like wireless, remote off hook, hand set lifter, etc will require communication on your part with a professional headset supplier to arrange for the proper equipment for you.

Bridge desktop (softphone) is headset capable. It currently does not allow for the remote answer/hang up function by pushing a button on a headset. If you desire this capability, a Yealink phone will be required as part of your set up. Using a headset with the softphone is highly dependent on the capabilities of the local computer/device you are trying to use.

Please consult your administrator on the ability to use and configure a headset on your computer/device and refer any issues to him/her for resolution.

There are a multitude of headsets and options in the headset market space that provide ease and convenience for the use of your Bridge service.

Because each customer situation is unique and we want you to have the best experience possible we do not recommend, price, endorse, configure, support or otherwise represent any headset as suitable for your particular use.

Again, we highly recommend reaching out to a professional headset supplier for proper guidance so that your needs are met effectively.

Using Live Chat2019-09-11T14:15:52-04:00

How to use Live Chat 

Live Chat allows your customers to contact you through your website.  Live Chat is already mostly set-up and easy to configure.

Using Live Chat

Example: A customer or prospect is looking on your website. They find something interesting and want to talk to your agency about what they have read. The prospect clicks on the Live Chat button and immediately start a chat with someone in your agency. This increases both the relationship with your customers and sales opportunities.

Live Chat Setup

  1. In Bridge go to Settings in the top-right corner.
  2. Select Live Chat Setup
  3. Here are the majority of the settings for Live Chat.
  4. Primary Settings:
    1. Welcome Statement is text your customers will see when they click on the Live Chat button on your website
    2. Hostnames is where you add your website’s webpage URL(s)
    3. Allow Offline Email Requests turns on the ability for customers to leave an email after hours.
    4. Offline Emails is the email address where you would like after-hours emails to be sent.
    5. Transcript Email, provide an email address for Bridge to send a transcript of every chat.
    6. Chat Widget Placement is where you’d like the Live Chat button to be placed on your website.
  5. Design Settings:
    1. Logo is where you can add your company’s logo to Live Chat
    2. Use the fields like Header Background to customize the look of your Live Chat window.
  6. Schedule:
    1. The Schedule tab on the top of the Live Chat Setup allows you to choose what times and days to have Live Chat available.
  7. Groups:
    1. The Groups tab on the top of the Live Chat Setup allows you to choose which groups receive incoming live chats. Example: If you have a page on your website dedicated to selling policies, you can set up a group in Bridge that has all of your agents. This way when a prospect sends a live chat only your agents can answer the chat.
    2. Add Group in the top-right of the Groups tab allows you to create a group for Live Chat.
      1. Enter the new group name.
      2. Enter the email address(es) you’d like to receive offline messages.
      3. Checkmark the group members and managers you want to have in this Live Chat group.
    3. Be sure to click the Save Group button in the top-right of the Groups page.
  1. Widget
    1. Click on the Embedding Widget box to copy the code XLerator creates.
    2. Add the code from XLerator to the page(s) on your website you want Live Chat to be used.

On your Website

Once the Setup is complete and the code is in your website the chat button will appear on your website.

The customer selects the button and the Live Chat widget opens up. The customer adds their name, phone number, email address and chooses which group they want to chat with. They select the Start Chat button and can start chatting with someone in your agency.

When the customer is finished chatting they can select the Settings button (three lines) in the top-right of the widget and select End This Chat Session. They can also email themselves the transcript of the message.

In Live Chat

When a customer fills out their information on your website and clicks Start Chat the group the customer selected will ring in the agency. The user in the agency goes to Chat Plus in Bridge and selects the Join Conversation button to start chatting the customer.

When the conversation is finished the user clicks End Conversation.

Features:

  • There is an Add Contact button in green in the top-right of Chat Plus
  • You can transfer the contact to another group by clicking the Transfer button that looks like two opposite facing arrows.
  • Export the conversations by using the management system button next to the Transfer button.
  • If there are two or more users in the agency chatting with one person they can click the Leave Conversation button.
  • The Whisper to Users at the bottom of the page allows someone in your agency to write something to the other users in the agency without the customer seeing it.

Live Chat History

The Chat History button by the chat customers’ names takes you to the history of all of your chats. Here is a report of all the user’s chats.

  • Click on one and it will reveal the content of the chat.
  • Add a tag to the chat
  • Download the chat to your management system
 September 11, 2019
Using Management Reports – Needs Content2019-09-10T15:03:52-04:00

How to use Management Reports 

 

 

 

Using Media Library – Needs Content2019-09-10T15:03:02-04:00

Using Media Library 

 

 

Using Power Prospector2019-09-10T15:04:35-04:00

How to use Power Prospector 

Power Prospector

Power Prospector creates a list of prospects to contact and gives you the tools to make the sale.

Entering contacts into the Power prospector

  1. There are two ways to put contacts into the Power Prospector:
    1. From the To Do list check the Add to Prospector List on the activity boxes you need to contact. Then click on the Power Prospector tab.
    2. From the Contacts tab select the contacts you want to add to the list and then select Add _ to Power Prospector.

Using the power prospector

  1. Choose the location you want to work in from the drop-down list (sales, customer service, etc).
  2. Choose the script you want from the Script drop-down list.
  3. If a script is selected it will show up in the box below these options. You can add notes into the Script box as well. This is good for later when you save the script as an activity note.
  4. At the bottom of the page there will be a list of contacts. Select the Play button above the contacts and the phone will automatically start dialing the first customer. Once you hang up the phone will start dialing the next contact on the list. XLerator will continue to dial until the Stop button is selected or you run out of contacts.
  5. Each contact has different options:
    • The Talk column has text, phone, email or Video Proposal options
    • The Activities column has Existing Activity, New Activity and Save Script as Activity Notes.
    • The Tag column shows you how the contact is tagged in XLerator. You can also add a tag here by clicking on the Tag button.
  6. Choose Personal or Commercial for which type of template and then choose the template.
  7. The Completed button adds a Completed action and removes the action from the list.
September 9, 2019
Using Sales Automation Suite2019-09-13T15:43:29-04:00

How to use Sales Automation Suite

The Sales Automation Suite is a powerful group of tools that helps you sell more policies.

The Sales Automation Suite includes:

  • Auto Dialer
  • Automated Drip Marketing
  • Power Prospector
  • Calling Scripts
  • Quote Forms / Web Forms
  • Activity tracking & one-click follow up
  • Contact Management with Activity history
  • Media Library for easy marketing
  • Management reports on prospecting activities

As with all aspects of Bridge, Sales Automation Suite exports everything to most Management Systems.

Process

     Contacts

Start using Bridge XLerator by adding contacts. Contacts are the same as the Manage Contacts tab in Bridge. Here is where you add contacts, leads, prospects and customers in to Bridge XLerator.

There are three ways to add contacts into Bridge XLerator:

  • Add a Contact: Allows you to enter one contact at a time.
  • Import Google Contacts: Allows you to import a list of contacts from Google into either a new group or a group that is already created in Bridge.
  • Import from File: Allows you to import a list of contacts from either a spreadsheet or a .csv file.
    • NOTE: The first row of the file must contain the headers for the columns.

Once contacts are in Bridge XLerator you have many of sorting options to choose from. You can also choose how many contacts show up on one page. Remember, the more contacts you load at once the longer loading could take.

You can also filter contacts for your convenience. Filter by groups in the top-left of the screen and filter by name, organization, phone or email address.

     New Activity

Once you have contacts in Bridge XLerator, you can create activities for them.

  • Assigned To: use this drop-down to choose who in the agency is in charge of the activity
  • Associated With: Use this drop-down to choose what contact you want to associate
  • Activity: What is the next step, Call, Email, Text, Demo.
  • Status: The status of the New Activity. Call Back, Open, Scheduled or Completed.
  • Notes: Add any notes you’d like to have on the New Activity.

     To Do

Once a contact has a New Activity associated with them your To Do list will help keep you organized. You can see what activities are due for today, this week or create a custom date-range. You can also filter out activities that you don’t wish to see.

Each activity has the following:

  • Name of the person the activity is assigned to and who the activity is for
  • The Activity Type
  • Any notes on the activity
  • The Activity Status. This can be changed in this view
  • The Due Date. This can be changed if desired.
  • The buttons at the bottom of the activity allows you to text, call or email the contact respectively.
  • The Add to Prospector List checkbox adds the contact to the Power Prospector.
    • Select the Create Dialer List And Call button to create a Power Prospector list.

      Web Forms / Quote Forms

See Quote Forms

     Power Prospector

Power Prospector creates a list of prospects to contact and gives you the tools to make the sale.

  1. Choose the group you want to work in from the drop-down list (sales, customer service, etc).
  2. Choose the script you want from the drop-down list.
  3. If a script is selected it will show up in the box below these options.
  4. At the bottom of the page there will be a list of contacts. Select the Play button above the contacts and the phone will automatically start dialing the first customer. Once you hang up the phone will start dialing the next contact on the list. XLerator will continue to dial until the Stop button is selected or you run out of contacts.
  5. Each contact has different options:
    1. The Talk button has text, phone, email or Video Proposal options
    2. The Activities button has Existing Activity, New Activity and Save Script as Activity Notes.
    3. The Tag column shows you how the contact is tagged in XLerator. You can also add a tag here by clicking on the Tag button.
  6. Choose Personal or Commercial for which type of template and then choose the template.
  7. The Completed button adds a Completed action and removes the action from the list.
September 13, 2019
Using Video Proposal2019-09-10T15:07:35-04:00

How to use Video Proposal 

What is Video Proposal

Reminder: Your face is your brand, show your face! The camera aspect of Video Proposal can be a powerful tool for your prospects and customers to know you better, forming a better relationship!

How to set up a video proposal

Video Proposal is a tool to help agencies increase sales by using the power of video for talking with your prospects.

  1. In Bridge go to Video Proposal.
  2. Choose a custom URL name. This will be used for the link to your Video Proposal recording.
  3. Choose to text or email a notification to you when the viewer watches the Video Proposal.

Recording the Video Proposal

  1. Select the Create Video Proposal button to begin.
  2. If you have multiple screens select the screen you want to record. Your screen and camera will both record simultaneously.
  3. Use Settings to personalize the proposal.
    • Add your logo
    • Add a background
    • Choose your microphone
      and webcam
  4. The Record button records the proposal.
  5. The Monitor button lets you choose a different screen.
  6. The Leave Conference button finishes the recording.

Completing the Video Proposal

  1. Go back to Video Proposal in Bridge.
  2. Your recording will show up here. It could take a few minutes for a video to finish compiling depending on how long your Video Proposal is.
  3. Check the Notify Me checkbox if you want notification when the customer watches.
  4. The Links button allows the video to be linked to other websites.
    1. Customers who are on AMS360 have the option for the prospect to E-Pay right now.
    2. Not all recordings have to be Video Proposals so you can link to YouTube, Facebook or another custom link.
  5. Press Copy Link to copy a link of the Video Proposal to your clipboard. Paste the link into a text, a chat or wherever the prospect can watch a video.
  6. Last Viewed shows the last time your proposal was last viewed.
  7. Send the link to your customer.
  8. Copy Link or Email link.
  9. Copy the video right to your management system.

Other Uses

The Video Proposal system can be used in other ways. Here are some other uses we have thought up:

  • Send a message or daily updates to your staff.
  • Market to prospects by adding a Video Proposal link into sales/marketing emails.
  • Send messages to current customers to foster relationships.
  • Create marketing videos for social media.
September 9, 2019
Using Web Forms / Quote Forms2019-09-13T15:36:46-04:00

How to use Web Forms/Quote Forms 

What is Web Forms/Quote Forms

Web Forms are the exact same as Quote Forms except that a user can put Web Forms onto your website.

  • Quote forms allow you to create a form for your employees to fill out.
    • Example: All of the agents are out of the office at lunch or at a continuing education class. A potential customer calls in looking for a quote. Instead of sending the call to voicemail and potentially losing a sale the person who answers the call can pull up a quote form, gather the needed information for a quote and let the potential customer know an agent will get back to them with a call. That’s good customer service and a potential sale saved.
  • Web Forms allow you to put a form on your website to gather information from a customer.
    • Example: A potential customer is on your website and sees you can rate multiple carriers. They fill in the info needed to quote the customer right there at your website. You get an email once the potential customer fills out the form, you get a quote and within minutes the customer has a quote from you. A quick, no fuss sale.

Template Builder (How to Create a new Quote Form):

  1. In XLerator go to the Sales Automation Suite and select Quote Forms
  2. Select the Template Builder
  3. Using the drop-downs select a New Template or Existing Template then Select a type, either Personal or Commercial template
  4. Name your template. For this example we’ll name it Personal Auto #1
  5. What shows up first is the basic client information you’ll need for a prospect customer to add other header options click the Header button and select Add Header Input Fields. You’ll have the options to add Logo, Title and Subtitle to the Header.
    1. To add a logo, click on the Upload Logo button and find your logo on your PC
  6. Next click the Client button to the left and select Add Client Input Fields. Choose which fields you want your Quote Form to have and select Add.
  7. If there is something else you want on the form click on the Custom button on the left of the screen and select Add Custom Input Fields
    1. You can edit the details of these custom fields by selecting the Settings cog to the right of the input field.
    2. A Text line is a small box where you’d only need a small amount of data, like a sentence.
    3. A Text Block is a larger box where you’d need more room to type data, like a paragraph or more.
  8. Once you are finished adding custom input fields click the CSS Selector button to the left of the form and select Add CSS To Input Fields to personalize the look of the Quote Form. Here you can change colors, fonts and sizes.
  1. To see what the quote form will look like select the Preview button to the left of the Save button. Select the Save button to save the Quote Form.

NOTE: to turn a quote form into a web form check the web form button on the top-right of the form and check all of the checkboxes next to the fields you want to have on the web form.

Template Manager (Edit, Delete, etc created templates)

The Template Manger tab is where you can manage the different actions of Quote Forms.

  • Use the Delete button to remove an unneeded form from Bridge.
  • Use Manage Locations to assign what groups can use the specific template. For example if you only want your CSR team and Sales team to use a specific template click on Manage Locations for the specified quote and checkmark CSR Team and Sales Team. Now only these two groups can see this quote sheet.
  • Use the Edit button to get back into a quote form and add/remove fields.
  • Use the Clone button to make a duplicate quote form. This is helpful if you need to make a similar form and don’t want to create the form from scratch. Then use the Edit button to make necessary changes.
  • If your template has been turned into a web form click the Export Web Form button to access the web form script. Once you copy the script you may paste it into your business website.
  • Under Global Templates you can clone a pre-made template for your needs or hide the template altogether.

New Quote (using the Quote Template)

Here is where the rubber meets the road. All of the available quote forms are located in this tab, sorted by Location and then personal or commercial use.

  1. Chose the desired Quote Template and select the status of the form from the drop-down to the top-right of the form.
  2. Fill out as much of the form as possible. For example, if you use a quote form created for auto quotes, here is where a receptionist would take down customers’ information to give to an agent.
  3. Click the Save button to both save the form and send the quote to Quote History where it can be assigned.

Quote History (What to do and what has been done with the Quote)

  • The list of quotes can be sorted and filtered
  • Click on the Assign Quote icon to open the Assign To box.
    • Assign someone in your agency here.
    • Write a message about the quote or the prospect (if desired).
  • Click on the Email Quote button to open an email program with a link to the quote in the message box. Fill in the desired email address and finish writing the email. The recipient will receive a PDF with the quote information.

Note: Emailing a Quote Sheet to a customer is a good practice to verify the information that is on the Quote Sheet.

  • Click on the Print Quote PDF button to create a PDF out of the quote sheet and set the quote up to print.
  • Click on the Edit Quote button to add/remove information from the quote sheet
  • The Delete Quote button completely removes the quote from Bridge.
  • The Add Prospect button opens the Add Contact box for the user to create a new customer profile.

Reports (Overview of what is going on with the agency’s quotes)

  • The list of quotes can be sorted location.
  • The list of quotes can also be sorted by Quotes Entered, Current Quote Stats and Quote Details By Date.
    • Quotes Entered:
      • This report shows the quote name, who the quotes are assigned to and how many quotes are assigned.
    • Current Quote Stats:
      • This report shows how many quotes are incomplete, completed and bound. Click on the Quote Count number to see the list of quotes.
    • Quote Details By Date:
      • This report shows who the quotes are assigned to, how many they have that are incomplete, complete and bound.
September 9, 2019
View and manage your faxes2019-03-06T14:49:12-04:00

Viewing your fax history in Bridge

Once your fax is sent (or if it fails to send), you will see it appear in your fax history.

 

Your fax history shows all inbound and outbound faxes. (All of the columns are sortable by simply clicking on the title of the column.)

Direction refers to whether a fax is inbound or outbound.

Status tells if the fax has been successfully sent/received, or if it failed to send.

Three icons in the Status column allow you to resend the fax (for outbound faxes), view the contents of the fax, or copy the fax to your computer’s clipboard and then paste it into your management system or elsewhere.

 

When you receive a fax, you will see it in your fax history as an inbound fax. (Click the “Direction” column heading to sort by inbound/outbound faxes.)

Click the name of the received fax file to open and read your fax.

 

All of the columns in your fax history are able to be sorted by simply clicking on the title of the column.

 

Calls per page: Change how many faxes appear on the page by clicking the drop down arrow for “Calls per page”. You may adjust to 5, 10, or 15 faxes per page.

Filter by date:  Specify a date range (From a certain date To a certain date), and Bridge will only show you the faxes sent and received during that time.

Filter Results by Fax Number: Enter a fax number or partial fax number, and Bridge will only show you faxes sent to or received from that number.

 

 

Voicemail2019-05-02T14:56:25-04:00

Click Here to learn more about your individual voicemail or look through the screenshots below.

 

 

Have Suggestions? Need help?

If you need help with anything in Bridge, we would love to help.  Simply click on one of these buttons in the top right corner of Bridge.

Also, if you have a suggestion for improvements of our help documentation or of anything within Bridge, or if you would like to recommend new features for Bridge, please email us by clicking the Bridge Feedback icon in the top right corner of Bridge or by emailing bridge@kotter.net. We appreciate any and all feedback.

Sincerely,

Your Bridge Team

770-717-1777