Enquiry Management

Overview

Learn how to track, manage, and respond to customer enquiries received through your TradieLink business pages.

Accessing Your Enquiries

To view customer enquiries:

1. Sign in to your TradieLink dashboard
2. Navigate to Dashboard > Customer Enquiries
3. Or find "View Enquiries" in your main dashboard

Understanding the Enquiries Dashboard

Enquiry List Overview

Your enquiries dashboard displays:

• Enquiry Count: Total enquiries across all businesses (e.g., "All businesses • 5 enquiries")
• Business Filter: Filter enquiries by specific business pages
• Download CSV: Export enquiry data for external analysis
• Enquiry Cards: Each enquiry displayed as a detailed card with all information

Enquiry Card Details

Each enquiry card shows:

• Enquiry Type: Contact Request, Quote Request, or Booking Request with appropriate icons
• Timestamp: Date and time when enquiry was received
• Business Page: Which business page generated the enquiry
• Customer Information: Name, email, and phone number
• Subject: Brief subject line for the enquiry
• Message: Full customer message content
• Source URL: Direct link to the page where enquiry was submitted
• Attached Files: File count and download options (for quote/booking requests)
• Appointment Details: Date and time (for booking requests)

Business Filtering

Filter Options:

• All Businesses: View enquiries from all your business pages
• Individual Business: Filter to see enquiries from a specific business page
• Use the business filter buttons to focus on particular services or locations

Data Export

CSV Download:

• Click "Download CSV" to export all enquiry data
• Includes customer information, messages, timestamps, and source URLs
• Useful for external analysis, CRM integration, or record keeping
• Data can be imported into spreadsheet applications or CRM systems

Types of Enquiries

Quote Requests

Quote Request Features:

• Document Icon: Identified by document icon in enquiry list
• File Attachments: Customers can attach files (photos, documents, etc.)
• File Management: View attached files with file names and sizes
• Detailed Messages: Often include comprehensive project descriptions
• Source Tracking: Shows which quote form was used

Best Response Practices:

• Respond within 24 hours
• Review any attached files carefully
• Ask clarifying questions if needed
• Provide detailed quote breakdown
• Include timeline estimates
• Mention your qualifications and insurance

Contact Requests

Contact Request Features:

• Envelope Icon: Identified by envelope icon in enquiry list
• Subject Line: Brief subject describing the enquiry
• Direct Messages: Simple contact form submissions
• Contact Information: Customer name, email, and phone number
• Source Tracking: Shows which contact form was used

Common Topics:

• Service availability
• Pricing information
• Business hours
• Service area coverage
• General questions

Response Guidelines:

• Be helpful and informative
• Provide specific answers
• Offer to schedule a consultation
• Include relevant portfolio examples
• Direct to specific services on your page

Booking Requests

Booking Request Features:

• Calendar Icon: Identified by calendar icon in enquiry list
• Appointment Scheduling: Includes specific date and time requests
• File Attachments: Customers can attach relevant files
• Detailed Messages: Comprehensive project descriptions
• Appointment Details: Shows requested appointment date and time

Booking Information Includes:

• Appointment Date: Specific date requested (e.g., "2025-08-30")
• Appointment Time: Specific time requested (e.g., "16:20")
• Project Description: Detailed explanation of work needed
• File Attachments: Photos, documents, or specifications

Response Guidelines:

• Confirm availability for requested time slot
• Suggest alternative times if needed
• Review any attached files
• Provide preliminary estimate if possible
• Confirm appointment details via phone or email

Managing Enquiry Information

File Attachments

Viewing Attached Files:

• File Count: Shows number of attached files (e.g., "1 file")
• File Details: Displays file name and size
• View Button: Click to view or download attached files
• File Types: Supports images, documents, and other relevant files

Common File Types:

• Photos: Project images, existing conditions, reference photos
• Documents: Specifications, plans, previous quotes
• Screenshots: Mobile screenshots of issues or requirements

Source Tracking

Understanding Source URLs:

• Contact Forms: /[business-slug]/contact
• Quote Forms: /[business-slug]/quote
• Booking Forms: /[business-slug]/book
• Direct Links: Helps identify which page generated the enquiry

Timestamp Information

Enquiry Timing:

• Date and Time: Exact timestamp when enquiry was submitted
• Chronological Order: Enquiries listed with newest first
• Business Hours: Consider when enquiries arrive for response planning

Response Best Practices

Initial Contact Guidelines

Within 24 Hours (Preferably 4-6 Hours):

• Acknowledge receipt of enquiry
• Thank them for their interest
• Confirm you provide the requested service
• Ask any clarifying questions
• Suggest next steps (phone call, site visit, etc.)

Professional Communication

Email Response Template:

Hi [Customer Name],

Thank you for your enquiry about [specific service]. I received your message regarding [brief description of their need].

I'd be happy to help with your [project type]. Based on your description, [initial thoughts/questions].

To provide you with an accurate quote, I'd like to [schedule a site visit/ask a few questions/provide preliminary estimate].

I'm available [your availability] and typically respond to enquiries like yours within [timeframe].

Please feel free to call me at [phone number] or reply to this email.

Best regards,
[Your Name]
[Business Name]
[Phone Number]
[Your TradieLink URL]

Phone Follow-Up

When to Call:

• Emergency or urgent requests
• High-value projects
• Complex jobs requiring discussion
• When email response is unclear

Phone Call Best Practices:

• Introduce yourself and your business
• Reference their online enquiry
• Ask about their timeline and requirements
• Offer to schedule a site visit
• Follow up with email summary

Enquiry Analytics and Insights

Performance Metrics

Track your enquiry management effectiveness:

• Response Time: How quickly you respond
• Conversion Rate: Enquiries that become jobs
• Peak Enquiry Times: When most enquiries arrive
• Popular Services: Most requested services
• Geographic Distribution: Where enquiries come from

Using Analytics for Improvement

Response Time Analysis:

• Monitor average response time
• Set goals for faster responses
• Identify delays and bottlenecks
• Improve response templates

Conversion Tracking:

• Track which enquiries become jobs
• Identify patterns in successful conversions
• Adjust pricing or communication style
• Focus on high-converting services

Follow-Up Strategies

Systematic Follow-Up

Day 1: Initial response and acknowledgment Day 3: Follow-up if no response to initial contact Day 7: Check in with additional information or revised quote Day 14: Final follow-up with special offer or alternative solution Day 30: Add to newsletter list for future opportunities

Follow-Up Message Examples

3-Day Follow-Up:

Hi [Name],

I wanted to follow up on the quote I sent for your [project type]. 

Do you have any questions about the proposal? I'm happy to discuss the details or adjust the timeline if needed.

I have availability next week if you'd like to move forward.

Best regards,
[Your Name]

7-Day Follow-Up:

Hi [Name],

I hope you're well. I wanted to check in about your [project type] and see if you've had a chance to review my quote.

If timing has changed or you have budget considerations, I'm flexible and happy to discuss options.

Would a brief phone call be helpful to address any concerns?

Best regards,
[Your Name]

Additional Features

Note: The following features are planned for future updates:

Automated Responses

• Automatic acknowledgment emails
• Response templates for common situations
• Follow-up scheduling and reminders

Status Management

• Enquiry status tracking (New, Contacted, Quoted, Completed)
• Status update functionality
• Follow-up reminders and notifications

Managing High Volume Enquiries

Prioritization System

High Priority:

• Emergency requests
• High-value projects
• Repeat customers
• Referrals from existing customers

Medium Priority:

• Standard service requests
• New customers
• Non-urgent timeline
• Standard project size

Low Priority:

• Information-only requests
• Very small jobs
• Unclear or incomplete enquiries
• Outside service area

Efficient Processing

Batch Processing:

• Set specific times for checking enquiries
• Respond to similar enquiries together
• Use templates for common responses
• Group follow-ups by priority

Integration with Business Operations

CRM Integration

If you use external CRM systems:

• Export enquiry data regularly
• Import into your preferred system
• Maintain consistent customer records
• Track entire customer lifecycle

Calendar Management

Scheduling Site Visits:

• Link enquiries to calendar bookings
• Set appropriate time for different job types
• Include travel time between appointments
• Send confirmation details to customers

Project Timeline Tracking:

• Connect enquiries to project schedules
• Track from enquiry to completion
• Monitor project profitability
• Plan resource allocation

Troubleshooting Common Issues

Missing Enquiries

Check for:

• Spam/junk email folders
• Notification settings in your account
• Contact form functionality on your page
• Email forwarding settings

Prevention:

• Test contact forms regularly
• Monitor notification settings
• Keep email addresses updated
• Use multiple contact methods

Response Delays

Common Causes:

• Email notification issues
• High enquiry volume
• Technical problems
• Process inefficiencies

Solutions:

• Set up mobile notifications
• Create response templates
• Establish checking schedule
• Consider virtual assistant help

Best Practices for Customer Service

Professional Standards

Response Quality:

• Use proper grammar and spelling
• Be courteous and professional
• Provide specific, helpful information
• Include relevant credentials or experience

Reliability:

• Meet promised response times
• Follow through on commitments
• Provide accurate information
• Maintain consistent communication

Building Customer Relationships

Trust Building:

• Be honest about timelines and costs
• Provide detailed explanations
• Share relevant experience
• Offer references when appropriate

Value Addition:

• Provide helpful advice even for non-customers
• Share maintenance tips
• Offer alternatives when you can't help
• Make referrals to other trusted tradies

Need Help?

For assistance with enquiry management:

• Email Support: support@trde.link
• Response Time: Within 24 hours during business days
• Include: Account details, specific enquiry issues, screenshots if helpful