Allow Us to Define "Qualified" to Improve Lead Score Accuracy
I just started using Lead Score in my automated rules to add tags. I created the following rules:
- If Lead Score > Fair, then add tags "Lead" and "Qualified"
- If Lead Score = Fair, then add tags "Lead" and "Review Quality"
- If Lead Score < Fair, then add tag "Not Qualified"
This works, but there are some cases where a call gets a Poor or Very Poor Lead Score.
Example:
Call starts great, lead is qualified, but they need the service done today. However, the company has no availability today. Therefore, the call ends with the receptionist apologizing and the caller saying they will try elsewhere.
From a marketing perspective, this is a qualified lead.
From the AI's perspective, the company could not provide what the caller was looking for, the apology added negative sentiment, and the call ended abruptly.
This results in a Lead Score of Poor or Very Poor.
I would love to have a rich text field in the Business Profile section to provide feedback on my definition of a "qualified" lead to help guide the Lead Score. This would give me a place to add all my edge cases and improve the accuracy.
Please consider giving us a way to improve the accuracy of the Lead Score. Thanks!
Comments
I strongly support this. Lead Score currently penalizes calls where the business can’t fulfill the request due to availability or policy, even though the caller had clear service intent. Being able to define what we consider a “qualified” lead in a business profile would greatly improve accuracy and reduce false negatives, especially in industries like towing and legal where outcome ≠ intent.
Thanks for the support. Hopefully, we can get some traction and visibility on this issue.
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