OJO Labs FAQs

You are expected to update your leads once a week for the first 2 weeks after you are awarded the lead, then every other week thereafter.

We will send you a reminder text every Monday and a follow-up reminder on Thursday (if you have still have not made updates within OJO for the week)

To 'log an update' you have to go into each record, update any new statuses, add any new notes, and then hit save. This applies to all customers in your name that has a red "Review" notification.

Note - All released leads no longer show in your profile, therefore do not need updating.

We strive to refer customers who are ready, willing, and able to buy a home.

Ready - Do they have a reason to view homes within the next 3 months?

Willing - Are they motivated to work with an agent or has asked to be paired with an agent?

Able - Do they have any self-identified red flags/credit issues?

If a customer passes our scrubbing criteria, we will then start the process of connecting them with an agent.

How to Snooze Receiving Lead Offer Texts

We know that there may be periods of time that you are completely unavailable to accept a lead offer text, such as going on vacation. To help with this, we've created a "Snooze" feature. Below are instructions with screenshots on how to remove yourself from receiving texts during that period of time.

1. Log into your profile at referrals.ojo.me

2. Once you've logged in, click on your name at the top right. After clicking, you should see a Snooze button under your name. Click "Snooze," as seen below:

3. Select "Inactive":

4. Select when the system should automatically unpause you. You have the options to select 1 day, 2 days, 1 week or on a specific date. Once you've selected the appropriate selection, hit "Done" on the bottom right:

5. You can double-check your current status, view your automatic reactivation date (under the snooze/unsnooze button), or unsnooze yourself all within your profile.

If you have any questions about this feature, please email us at [email protected]

You can access your OJO profileby visiting https://referrals.ojo.me

If you're logging in for the first time on a new device (or on safari), you'll have to enter your phone number. You'll then receive a text to that number with a 6 digit code for verification. There will then be an option to "Remember Me" on that particular device so you won't have to verify each time you log in. Once the code is entered, you'll be able to view your profile.

After a customer is scrubbed through our OJO team, we then offer this lead to agents via text message.

Offer texts are sent to one agent at a time (with 5 seconds between each text) until two agents tap the acceptance link. The landing page will notify you of what place you are in line.If you are one of the first two to accept the lead, you will receive additional lead information on the landing page along with the live transfer script. **The first two agentswill need to keep their phone in hand, ready to accept the live transfer call within 5 minutes of acceptance!

Agents are paired with consumers based on their coverage area and budget settings within their OJO profile and are prioritized over time based upon acceptance rates, progress toward closing, and keeping leads up to date within OJO.

Pro Tip: Save 77387 as a contact and set a separate ringtone for this number so you know when OJO is texting you. Also, each time you accept a lead offered within the 3-minute window, this will count positively towards your acceptance rate.

OJO Home - Bankrate Incentive information for agents

The Cash Back Reward Program is an incentive (in the form of a pre-paid gift card) available to OJO Home users who registered for OJO through Bankrate.com and close on their next home with an OJO Home preferred agent within 6 months of being paired with them. *The Bankrate lead would need to be sent to you between 10/21/19-2/20/20 to be eligible for this incentive.

For the lead to receive the incentive, they will need to fill out the redemption form after closing on the home - within 60 days of closing on the home or within 6 months of being paired with the OJO agent, whichever date is sooner. The redemption form is found on the homepage of ojomortgage.com. *This must be completed by 8/31/2020.

They should receive the pre-paid gift card in the mail8-12 weeks from the time they submit the redemption.

If your lead has any questions, they should first refer to our FAQs on ojomortgage.com. If they have any additional questions, please have them contact us at [email protected]

There can be various reasons as to why you're not receiving the code. Because of this, please reach out to OJO Agent Support so that we can provide assistance - email [email protected] or call us at 866.973.1703

If you've never received a text message from OJO, it is likely due to short code text messages not being enabled on your mobile phone account. In order to turn these messages on, you will need to contact your wireless phone providers customer support team.

Weve gathered the customer support phone numbers for the top providers below:

Verizon (800) 922-0204

AT&T (800) 331-0500

Sprint/Nextel (800) 639-6111

T-Mobile (800) 937-8997

Tracfone (800) 323-2366

MetroPCS (888) 863-8768

Clearwire (888) 253-2794

U.S. Cellular (888) 944-9400

Cricket (866) 384-4425

Simple Mobile (877) 878-7908

If you continue to have an issue after enabling short code messages, please reach out to OJO support - 866-973-1703 or [email protected]

If a consumer is interested in an area outside of what you serve or may need another agent due to their preferred language of communication, please reach out to your iLeads Director to have them find another OJO agent for this lead. You can then release the lead.To release the lead, youll need to log into OJO, click on their name, select Release in the upper right-hand corner. You'll then select the reasoning for the release, add notes if applicable, and then "Release".

Since there can be varying reasons as to why you're not receiving lead opportunity texts, please reach out to OJO Agent Support so we can investigate further.

Please email us at [email protected] and provide any additional information you may have such as when you received the last text (if any), the type of phone you have, and cell phone carrier.

The best-performing agents:

Strive to accept 2/3 of lead opportunity texts

Set a meeting with every consumer on the initial phone call

Meet with 50% of leads

Close with 7% or greater of total leads

When:The following are reasons to release a lead back to OJO:

Unresponsive - An agent cannot get in touch with the referral after 4 weeks of trying in various forms of communication.

Already has an agent - The referral already has an agent they are working with.

Poor credit - The referral is unable to get pre-approved for a loan.

Wrong service area- Referral is looking for homes outside my area of service. **Please include notes on where they are wanting to purchase.

Wasn't interested- Referral decides they're not ready to purchase or not ready to work with an agent.

How:To release a lead, you'll need to click on their profile and then select Release at the top right. From there you'll be able to select the reason for the release.

Example of releasing a lead in OJO:

You can receive more lead offer texts/win referrals by optimizing these areas:

Service Area/Budget Settings - The size of your service area and minimum budget determine how many lead offer texts you receive. **To expand your service areas or change your minimum budget, log into OJO, click onto your name in the upper right, then click Settings. From there select either Coverage Area to add additional service areas or Budget to edit your minimum.

Agent Matching Algorithm Ranking - You can improve your ranking by consistently responding to opportunity texts, closing on homes, and updating your referrals in OJO. The algorithm will see that you're doing great in the program and therefore will offer you more opportunities to continue to succeed.

Response Time - Fast response to the text and readiness to answer the call after accepting is crucial to winning a lead.

Your experience with OJO is improving as we work to squash bugs and release new features. Heres an account of the improvements youll find in the latest releases.

WHAT'S IMPROVED - October 9th, 2019

-Meeting Date Now when selecting the Meeting Scheduled status, you will have the ability to add a meeting date and time!

-Add Meeting to Calendar You have the option to add a reminder meeting event to your Google, Microsoft Outlook, or another preferred calendar. *Note - it does not sync with date changes.

-Meeting Completed Confirmation After the scheduled meeting date has passed you will be prompted with a pop-up the next time you visit the leads profile, confirming if the meeting was completed.

1. Example of Schedule Meeting pop-up and the Add to Calendar options:

2. Once a meeting has been set, you can see the scheduled date in the upper right corner of the referral's profile (see arrow below)

3. On your home page, you'll be able to quickly identify if a referral has a meeting scheduled by seeing a clock under their name.

You can also filter your referrals by those that have a meeting scheduled when clicking on the clock within the search bar of your dashboard!

4. After the scheduled date has passed, you'll see the following pop up when reviewing the referral:

5. If you choose the "No" option, you'll then see choices regarding why you didn't meet:

Please contact support to update your phone number.

View the getting started videos to get an overview of the OJO program.

Getting Set Up

How It Works

In Action / Ongoing Use

Once you click onto a referral's name, it will bring you into their profile as seen below.

An answer will need to be selected within each section before it will let you save. You will also want to add any important details about this referral within the notes section. Once you hit Save, it should bring you to the next referral that needs to be reviewed.

When viewing a referral's Notes tab, you'll see a date-stamped history of all notes you've left about that particular lead.

Script

Hi {Client Name} - I am so excited that OJO was able to connect us! I know you have probably been on the phone for a while so Iwon'ttake up too much of your time. The person you were speaking with at OJO will send me the information you discussed with them, so I will definitely take time to review that.The first thing I would like to do is meet with you to allow me to explain the next steps and explain how easy I can make this process for you. Is there a particular home that you are wanting to meet at or would you prefer to meet at a Starbucks? What day and time works best for you?(If yes)Ok great! I look forward to meeting with you. Before I let you off the phone, are there any questions you have for me or anything I can help with now?

(Let them start the Q&A if they want to stay on the phone. Answer questions but keep driving everything back to the meeting.)

(Reluctance or No to a meeting)(Listen to their reason)

I understand that you may want to hold off on meeting. I have other clients in similar situations. I want you to know that meeting is probably one of the most significant pieces to the process but again I understand. So, before we focus on setting that appointment what can I help you with right now? What questions do you have for me?

(Listen and an answer and attempt to drawback to a meeting.)

Based on what we just talked about here is the plan.. and this is when we should meet. Sound fair?

In the meantime, I have your target area and budget, so Ill go ahead and start sending you properties that I think may be a good fit and I will follow up and confirm an appointment with you later.

Your experience with OJO is improving as we work to squash bugs and release new features. Heres an account of the improvements youll find in the latest releases.

WHAT'S IMPROVED - August 8th, 2019

You'll now have access to conversational best practices to make meeting new referrals easier. Youll find the Live Transfer Script at the bottom of the Unlock Profile screen after accepting a lead.It will also live in the Help Center for easy accessibility at any point.

See the example below.

Your experience with OJO is improving as we work to squash bugs and release new features. Heres an account of the improvements youll find in the latest releases.

WHAT'S IMPROVED - July 31st, 2019

OJO Profile Redesign!

We have worked hard to improve the look and feel as well as ease of utilizing your OJO Profile. Please see some key features below in regards to the changes!

Referral Details Page: We removed the color bar from the top of the page, keeping a cleaner look with name, number, email, and referred date displayed at the top. You'll also be able to quickly see additional details about their home preferences. At the bottom of the Details page, you'll find any lead's saved or shared homes from OJO.

Release Leads update:To release a lead you will now click on the new "Options" tab. From here you will see a Release drop-down, select the reasoning as to why you're releasing the lead, leave notes when applicable and then click Save. See below:

Notes:The notes you leave on a referral will now display chronologically in its own Notes tab. You can still leave notes within the Review tab but can easily view your history of notes from the Notes tab!

Your experience with OJO is improving as we work to squash bugs and release new features. Heres an account of the improvements youll find in the latest releases.

WHAT'S IMPROVED - August 15th, 2019

- Meeting Scheduled - We have added a "Meeting Scheduled" milestone between Connected and Met. This will be selected once you've scheduled the meeting with a lead but have not met with them yet. (see example below)

- Details to your metrics (Met, Accept, Closed, Total) have been added when you click on the number to give you a better understanding of how these are determined.

- We've updated the Listing information on the referral details page and within the Inquired, Saved, and Favorited homes. Now we will show all the details we can (including the MLS id, zip, city, state, bed, bad, sqft, price, picture) or tell you that the listing has been potentially removed / if we were unable to fetch it.

Example of Meeting Scheduled:

Your experience with OJO is improving as we work to squash bugs and release new features. Heres an account of the improvements youll find in the latest releases.

WHAT'S IMPROVED - July 29th, 2019

Automated Text for Compliance

Moving forward, you will receive your OJO review reminders via textif you have at least one referral in OJO that is due for review. The first reminder will send on Monday and again on Thursday if you have yet to update. The text will provide the link so you can log into your OJO profile straight from there, making it an easier process.

As a reminder, you will need to make sure that referrals that are due for review are updated by Sunday, each week.