What Are LSA Best Practices?

Relentless will optimize your LSA, but in order to rank, it is up to you, the client, to respond and manage the leads coming in.

1. When a message lead comes in, it is imperative that you respond to it quickly.

2. When a call comes in, a quick response is important for Google to see you're doing the right things when handling these leads.

3. For a call to be considered “answered,” the receiver/agent must remain on the call for at least 15 seconds. If it is any less than this, it will be considered missed or abandoned.

4. In situations when you can't or don't provide the service(s) needed by the customer on the call, you must not refer them to another company that does. Since disputes for invalid leads are no longer allowed under the updated policy, we won’t be able to recover the charge.

5. The call-taker must refrain from collecting information until the lead qualification is verified. Start by asking qualifying questions—such as what specific services the customer is looking for to determine if they align with the services you provide and which city the service is needed in to confirm it's within your service area. Once the lead is verified, book the appointment by collecting key details like the customer's name, service address, billing information, phone number, and email.

6. If you miss a call through LSA, it's VERY important to call them back ASAP. You can respond to message leads through the LSA dashboard. To have Google track your responses for calls, you should call your lead back via the phone number registered in your LSA account because Google cannot see you reach back out to the lead without using their system.

What Are LSA Best Practices?

Here are some LSA best practices so you can get the most out of your LSA Account.