Getting Started

Created by: Emma Johnston

Last Updated: October 23, 2024

Welcome to SuperCoach CRM

HELLO AND WELCOME

Hello and welcome to SuperCoach CRM! We are so excited to have you on board. We are looking forward to meeting you and discussing your business needs during your onboarding call, but first there are some tasks for you to complete. The whole process of reading this help article and actioning the tasks should take around 15 minutes. Ready? Let's get started!

TASK CHECKLIST

Here a quick overview of the tasks you need to complete:

  • Task 1 - Log in to SuperCoach CRM and add us to as a favorite/bookmark

  • Task 2 - Download and log in to the Lead Connector app

  • Task 3 - Head to the Launchpad in SuperCoach CRM and connect Stripe, Facebook, Instagram and Google Business.

  • Task 4 - Share access with us to your domain so that we can set up your emails and funnel domains

  • Task 5 - Head to Settings and update your business information

  • Task 6 - Head to Settings and update your personal profile and calendar integrations

  • Task 7 - Once tasks 1 - 6 are complete, book your onboarding call :)

ACCOUNT SET UP

Over the next two business days, we will also be busy doing tasks and getting your account set up for you to use. This will include setting up your account branding, business profile information, chat widget, email template, calendar template, and Instagram links page.

Once this is complete, we will send you an email.

Support and Help

SUPPORT DESK

We are here to help! If you ever have any questions or need any support, you can chat with us by clicking on the blue dot/chat bubble in the bottom right corner of any SuperCoach CRM page or by sending us an email to [email protected]. During our opening times, we aim to reply within four hours.

HELPY BOT

When sending us a message, you will first be greeted by our AI-powered bot. Our bot is fantastic at answering basic questions or helping to direct you to help articles. If it is not able to answer your question, it will always give you the option to speak to the human team.

Information Hub

INFORMATION HUB

The Information Hub contains everything you need to know about SuperCoach CRM! You can access it anytime by clicking on the Help & Requests link in the left menu bar of SuperCoach CRM. There is also a link on the home page of the blue dot/chat bubble.

HELP ARTICLES

At the top of the site, you will find links to articles to help you to learn the platform. The order the help articles in the navigation bar in the Information Hub matches the order of the left-hand menu in SuperCoach CRM.

INFORMATION HUB HEADER

At the top of the site, you will find some quick links such as this Getting Started page, News and Updates and the SuperCoach CRM Community (see more below).

INFORMATION HUB FOOTER

At the bottom of the site, you'll find the link to the terms and conditions page, along with information about the support desk opening times and some helpful quick links. We also recommend taking a look through our terms and conditions page at some point as this covers more information about our service level agreements, email and text compliance, and phone pricing.

News and Updates

NEWS AND UPDATES

We rarely send out emails to our users (because we tend to find these just get lost in the noise of your inbox). Instead, we add the information you need to know to News and Updates page, the SC Community, and the Information Hub homepage and pop-up. We recommend dropping into these areas about once per week to stay up to date.

KOLLAB APP

To access the SC Community on your phone (and get notifications for new posts), we recommend downloading the GoKollab app. Click here to download the Apple app or click here to download the Android app.

Project Requests

PROJECT REQUESTS

One of the great things about SuperCoach CRM is our project request feature! For our standard templates, we will set up your funnel, forms, marketing emails and automations. If you are running a Coach Catalyst program, we will also brand your documents for you! Although there is no limit to the number of projects you can request, we can only process one request at a time.

To request a project, head to the Information Hub homepage and click on the resource name. Click on the request button and complete the form. Although we aim to complete these requests within 7 days, please allow up to 28 days for completion.

EDITS AND TESTING

Once your project is complete, we will email you to let you know and send you a link to the help article. You can then edit your funnel and marketing emails, add and connect your product and complete a test payment. We recommend completing a test purchase at least five days before you launch, so that we have plenty of time to iron out any wrinkles!

So that you have enough time to make edits and market your program effectively, we recommend submitting requests at least six to eight weeks before your launch date.

PROJECT REQUEST TOP TIP

Depending on the plan you are on, it can take about four to six weeks to learn all of the features of SuperCoach CRM. The fastest way to learn the system to use the system...so we recommend submitting a project request as soon as possible!

SuperCoach CRM Website

TASK 1: LOGIN TO SUPERCOACH CRM

Ok, let's get started! For your first task, you will need your SuperCoach CRM welcome email that contains your login details and password. If you can't see the welcome email, please check your spam folder.

Go to https://app.supercoachcrm.com/ and enter the email address and password. Press Sign In to continue. As SuperCoach CRM has 2 factor authentication, you will need to select how you would like to receive your verification code (by email or SMS). Enter the code to continue.

ADD A FAVORITE

After you have logged in, we recommended adding it as a favorite to your bookmark bar.

Lead Connector Mobile App

TASK 2: DOWNLOAD LEAD CONNECTOR MOBILE APP

Click on Launchpad at the top of the main menu. Click on the Download on the Mobile App Section. Enter your mobile/cell number and the system will text you with a link to download the Lead Connector app. Alternatively, you can click here to download the Apple app or click here to download the Android app.

Once you have downloaded the app, log in using the same credentials as the desktop app. If you want to know more about the app, feel free to read more below. Otherwise, you can move on to the next task!

FINDING YOUR WAY AROUND

Once you have downloaded the app, log in with your SuperCoach CRM credentials. Once you are in the app, the five tabs (going left to right) are Notifications, Conversations, Transactions, Calendars and Contacts.

  • Notifications - See updates and news about conversations, appointments, tasks and social media. Tap the funnel for filter options and tap the ellipsis menu (three vertical dots) to mark the notifications as read.

  • Conversations - See all conversations (emails, SMS, chat widget, Messenger, Instagram DM, GMB messages). There are buttons to filter by type (recent, unread, starred), date and user. Click into a message to reply, ready conversation history, mark message as read, or perform do a quick action.

  • Point of Sale - Take payments (for a particular product or a specific amount) and view transaction history.

  • Calendar - View appointments, edit and delete appointments, and update appointment status.

  • Contacts - View, edit and delete contacts (including tasks, notes, appointments. Tap the magnifying glass in the top right corner to search for a contact.

QUICK ACTIONS

Tap the quick actions icon (lightning bolt) to send an email or SMS, or make a call. You can also create a new contact, book an appointment, request a review, create an invoice, and add a new opportunity to a pipeline.

ADDITIONAL MENU

Tap the hamburger menu in the top-left corner (three horizontal lines) for additional menus including opportunities and pipelines, manual actions, invoices, insights, tasks, reviews and reputation, products, and documents and contracts

SETTINGS

Tap the hamburger menu in the top-left corner (three horizontal lines) and select the Settings menu (cog icon). Here you can change the appearance, language and payment settings.

Launchpad

TASK 3: LAUNCHPAD

Click on Launchpad at the top of the main menu. From here you can connect Stripe, Facebook, and Google My Business. Press Connect next to each, log in and then follow the on-screen prompts. This then connects these tools to Payments and Conversations.

To connect these tools and other social media platforms to the Social Planner, click here for instructions.

CONNECT STRIPE

Click on Connect on the Stripe section. Log in to Stripe and follow the instructions. Stripe can be edited/changed through Payments > Integrations. If you also want to connect Paypal, click here for instructions.

CONNECT FACEBOOK, MESSENGER AND INSTAGRAM

If you have a Facebook Business account, click on Connect on the Facebook section. Follow the prompts to connect your Facebook Business account, enable permissions for Lead Connector and select the relevant business pages. To use Instagram Direct Messages, your account must be linked to a Facebook Business profile. Once connected, the Facebook integration can be edited in Settings > Integrations.

Click here for more information about Messenger and Instagram DMs.

CONNECT GOOGLE MY BUSINESS

If you have a Google My Business account, click on Connect on the Google My Business Section. Follow the prompts to connect your Google Business account, enable permissions for Lead Connector and select the relevant business pages. Once connected, the Google Business integration can be edited in Settings > Integrations. Click here for more information about GMB messages.

Domain Access

TASK 4: GRANT DOMAIN ACCESS

In order to get your emails and funnels set up, we will need access to your domain to add eight DNS records.

  • If your domain is with GoDaddy, click here for instructions on how add a delegate.

  • If your domain is with Squarespace, click here for instructions on how to invite a contributor.

  • If your domain is with Cloudflare, click here for instructions on how to manage members.

  • If you domain is with Google, click here for instructions on how to add an administrator.

  • If your domain is with Namecheap, click here for instructions on how to share access.

  • If your domain is with Wix, click here for instructions on how to add an administrator.

If your domain is with another provider than those listed above, you will need to consult their help articles/support team on how to grant access. Please use [email protected] for the email address.

WIX DOMAINS

Even if you purchased your domain with another provider, if you have a Wix website, then your nameservers will point towards Wix. Wix is the only provider in the entire world(!) that does not allow users to add custom MX records.

Although we will be able to create URLS for your funnels, we cannot set up your email fully (which will result in your emails going to spam). If you have a Wix website, we recommend purchasing a domain. You can do this in Settings > Domains.

Business Profile Settings

NOTE: Each team member needs to complete their personal profile.

TASK 5: UPDATE BUSINESS PROFLE

Go Settings > Business Profile and update the information in the General Information, Business Address and Business Information sections. If you would like to set up a phone number with SuperCoach CRM, please ensure the information matches your EIN/tax registration information.

Personal Profile Settings

TASK 6: UPDATE PERSONAL PROFILE

Go to Settings > My Profile > General. Here you can change your password, add a profile picture, and change your user signature. You can also connect your calendar, Zoom and update your availability.

Click here for more information on completing your personal profile and connecting your calendar.

NOTICATIONS

Click on Settings > My Profile > Notifications to personalize system notifications.

EMAIL SIGNATURE

Quick note about using email signatures...To add your email signature to an email, you must use the custom value for user signature. User signature custom value only works if the contact is assigned to you. If you want your signature to appear on all emails then checkmark the box choose to include the email signature on all outgoing replies.

Onboarding Call

BOOK YOUR ONBOARDING CALL

Once you have completed these tasks and read through the information on this page, you need to book your onboarding call. This call should take around 30 minutes. Click here to book your call.

Frequently Asked Questions

CAN I HAVE A PHONE NUMBER FOR TEXT MESSAGES

Yes, you can add a phone number to send and receive text messages. Text messages and phone calls are an additional charge. Click here for pricing information.

If you live in the US, you will first need to register your business for A2P 10DLC. Click here for instructions on how to do that.

CAN I IMPORT MY EXISTING CONTACTS?

Yes, you can. You will just need a CSV file with the contacts you want to import.

Click here for instructions on how to import your contacts and click here for more information about the Contacts dashboard.

You can also create Smartlists for your contacts. Click here for more information about Smartlists.

CAN I FORWARD EMAILS TO MY OWN INBOX?

Replies from emails sent using SuperCoach CRM will come into the system (and can be found in Conversations). Click here fore more information about Conversations.

If you would like to forward emails to your own inbox, go to Settings > Email Services > Reply & Forward Settings. With email forwarding, the first reply you send from your inbox will copy to [email protected] but additional emails sent will not.

CAN I ADD OTHER TEAM MEMBERS?

Yes, you can. If you want them to have the same admin settings as you, you can add them through the Launchpad. If you want to customize their user permissions, you will need to add them through Settings. Each team member will need to follow the steps below to complete their profile and calendar.

Click here for instructions on how to add other team members and manage their user permissions.

CAN I INTEGRATE ANY FEATURES WITH MY WEBSITE?

You can add your SuperCoach CRM chat widget to your website to capture contact information for lead's and answer questions. Click here for information on how to add the Chat Widget to your website.

You can also embed our Review Widget (which will display your Facebook and/or Google Business reviews). Click here for instructions on how add the review widget to your website.

If you have any Forms on your website, such as contact forms, you can swap these for SuperCoach CRM forms.

If you have any questions or need support, you can chat with us clicking on the blue dot in the bottom right corner of the software or email us at [email protected].

The support desk is available Monday to Friday, 7:00am - 3:00pm (CDT).

For information about our Christmas opening hours, click here.

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