Unsubscribing contacts

In Australia, Consumer Privacy is protected by the Privacy Act 1988. Amongst other things, it requires that organisations allow consumers to unsubscribe or opt out of contact. Martin maintains a Contact database and records any Opt-Outs, effectively blocking future communication.

Contact History

A new Contact is created the first time a lead is received from a particular name and phone number. Any time a lead is received, the prospect’s details are checked against the Contact DB and the lead is linked to any other leads received from that Contact.

If a prospect Opts Out of future contact,  Martin marks the Contact as Opted Out, effectively preventing contact on all leads associated with that person in the Contact database.

NB: If a customer asks to opt out, you are in effect closing all open leads. Nobody in the organisation will be able to contact the prospect unless they contact the company again with a fresh request, in effect opting themselves back in. Please be sure that Opting Out is really what is required before going down this path.

Unsubscribing using the app

If a customer asks to Unsubscribe, as with all other outcomes, you will capture this in the outcome screen for the relevant event – call, meeting, email etc.

1. Select the Privacy link at the bottom of the Outcome screen, below the buttonsa

2. Select the type of contact the prospect is unsubscribing from

  • Sales contact – this will prevent you or any salesperson from calling or writing to the prospect
  • Marketing contact – this unsubscribes them from email marketing, newsletters etc.
  • Both – this ensures they will get no further contact from the company

Note – after Unsubscribing the Contact, the lead will close and not appear in your lead queue. To retrieve the lead and check it privacy history, search for the lead in the filter it will be under “Closed” leads. And:

3. The Status of the lead will show as Unsubscribed. Contact functions such as calling or emailing will be disabled. To understand more about why this lead is Unsubscribed select the “View Privacy” link

4. View privacy history shows you when by whom and via what lead this Prospect was Unsubscribed.