What is LiveSwitch?
LiveSwitch is a video infrastructure tool that, if enabled in SmartMoving, will allow your moving company to conduct virtual surveys. This SmartMoving integration makes it easier than ever to create more accurate estimates by recording the inventory for a move without time consuming and costly onsite visits! Enable LiveSwitch within SmartMoving today to scale the pre-sales side of your moving business with ease.
Note to the Reader: This article contains steps that require admin access in SmartMoving.
Getting Started with LiveSwitch
To start using the LiveSwitch integration in SmartMoving, follow these steps:
Go to Settings > Integrations > Integrations Library.
Find the LiveSwitch card and select Manage.
Log in to your LiveSwitch account by clicking the Log in to Get Started button or create one using the Create an Account button. This will automatically enable the LiveSwitch toggle.
Now that your account is connected, you must grant access to at least one user in order for the integration to be fully active. Please follow the instructions listed in the next section Adding Sales Agents or Other Schedulers to do this.
Make sure that the necessary LiveSwitch automated communication templates are enabled by accessing Settings > Communication > Email/SMS Templates. Scroll until you see the section title LiveSwitch and turn on any templates you may need. We recommend that you enable all of them, so your team and customers never miss a LiveSwitch notification.
Adding Sales Agents or Other Schedulers
If you need others on your team to have the ability to conduct LiveSwitch survey calls, please enable their access by doing the following:
Go to Settings > Company Settings > User Management.
Click on the user that you want to allow to access LiveSwitch.
Scroll down to Integration Access and toggle on LiveSwitch for that user.
Be sure to select Save before leaving this screen.
Using LiveSwitch
Once you're signed in, LiveSwitch becomes an available survey type when scheduling. To schedule a LiveSwitch survey, follow these steps:
Go to the customer's opportunity and click into the Estimate tab. Verify that you have an active phone number and email address on file for the customer. Doing this ensures that they will receive the automated LiveSwitch communications via SmartMoving.
In the estimate, scroll down to the Survey card on the right-hand side of the screen and select Schedule.
This opens the Schedule Survey & Box Deliveries screen.
Start a LiveSwitch survey call right away or schedule it for the future.
To immediately conduct a LiveSwitch survey, do the following:
Click on the "Meet now with LiveSwitch" button.
Select the customer's email address and/or SMS number where the LiveSwitch invitation will be sent and then select Send Invite.
Both the estimator/salesperson and the customer will receive an invitation with a Join Now button that will automatically bring them into the LiveSwitch survey call.
To schedule a future LiveSwitch survey, do the following:
Set the survey date.
To filter estimators/salespeople with LiveSwitch access only, select the box "Show LiveSwitch Estimators."
In the area underneath the estimator's name, hover over a time slot and click +Add Event.
In the Create Survey window, select the event type and start time. You can also set the meeting's duration, select who should be notified of the event via invitation, and add in any helpful notes. When finished, click Add Event.
Joining a LiveSwitch Survey Call
Customers will be reminded of the survey with a link to join both 24 hours and one hour prior, thanks to the communication templates you enabled. If the estimator/salesperson logs into the LiveSwitch survey prior to the customer, they will receive a notification with a link to join the survey call.
At the time of the scheduled survey, the estimator can access it through they invitation that they received, or they can scroll down to the Survey card within the customer's estimate, click on the three dots next to the LiveSwitch card, and select Start Survey.
Note: If the estimator/salesperson is not logged in to LiveSwitch prior to starting the survey, they will be prompted to enter their LiveSwitch credentials and log in before they can begin the survey call.
After the LiveSwitch Survey
Once the video survey has been conducted through LiveSwitch, that activity will be visible within the opportunity. You have the ability to filter the opportunity's activity by Survey, which will show LiveSwitch recordings exclusively.
At this time, LiveSwitch recordings will only be viewable to the customer, the estimator/salesperson that participated in the call, and anyone else on your team with an active LiveSwitch account. However, we are working with LiveSwitch to make this accessible to all SmartMoving users within your company so that your crew can review it prior to the move.