Loom Video Updates — No-Answer Outreach

CreditThis Casepage Specialistscovers · SOP

When,when, why, and how to record Loom video updates for clients who do not pick up during Round Results calls or failed payment follow-ups.ups. Loom updates are a personal, high-trust touchpoint that keeps clients engaged with their file even when they cannot be reached by phone.

• Rule Standard

Minimum:Minimum length 1 minute 30 seconds.seconds AnythingMaximum shorter feels rushed and skips important context. Maximum:length 2 minutes 30 seconds.seconds Anything longer loses the client's attention. FinishingIf under 1:30 — slowSlow down, add a reminder, or close with a stronger call-to-action. Do not pad with filler. GoingIf pastover 2:30 — cutCut the credit-tip section and re-record. Stay focused.

Note: Anything shorter than 1:30 feels rushed and skips important context. Anything longer than 2:30 loses the client's attention.

4. Before You Record

1. Open the client's file in GHL and DisputeFox side by side.
2. Review the last round of dispute results, current credit score, and any open items.
3. For failed payment cases, confirm which payment failed, the reason code, and the next retry date.
4. Have the client's first name visible so you use it correctly on camera.
5. Check your camera, mic, lighting, and background. Be presentable — this is a client-facing touchpoint.
6. Smile before you hit record. It carries through on video.

5. Loom Update Structure (1:30 -– 2:30)

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Section Timing Purpose 1. Opening10 – 15 secGreet client, identify yourself, set the tone 2. File Overview45 – 75 secWalk through what is happening on their file 3. Reminders15 – 25 secOne or two relevant reminders — not a full list 4. Actionable Recommendation15 – 20 secOne small, specific thing they can do this week 5. Close10 – 15 secInvite reply, confirm next step, warm sign-off

Step 1: Opening (10 -– 15 seconds)

• Greet the client by name.
• Identify yourself and that you are with Crowned Credit.
• Acknowledge you tried to reach them by phone.
• Tell them what this video is about in one sentence.

Example: "Hi [Name], this is [Your Name] from Crowned Credit. I tried giving you a call earlier and wanted to send you a quick video update on your file so you do not miss anything."

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Step 2: File Overview (45 -– 75 seconds)

This is the core of the video. Walk through what is happening on their file in plain language:

• For Round Results videos: Which round just completed, what was challenged, what came back, any score movement, and what is going out in the next round.
• For Failed Payment videos: Which payment did not go through, the reason in plain English (card declined, insufficient funds, expired card, etc.), the impact on their file if not resolved, and the next retry date.
• Share your screen when it adds clarity — for example, showing their progress in the portal. Never show another client's information.
• Keep it factual. No promises about specific score outcomes or removal timelines.

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Important: Never show another client's information on screen. Confirm only the active client's file is visible before sharing your screen.

Step 3: Reminders (15 -– 25 seconds)

Pick one or two relevant reminders. Do not list everything:

• Log into the client portal to view full results and updated documents.
• Keep credit utilization low (general best practice — under 30%).
• Pay all open accounts on time, every time.
• Do not apply for new credit during active dispute rounds unless we have discussed it.
• Update payment method in the portal if a card is expiring or has changed.
• Check email and SMS — important updates may be waiting.

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Step 4: Small Actionable Recommendation (15 -– 20 seconds)

Give them one small, specific thing they can do this week to support their progress. Examples:

• "This week, take five minutes to check your credit utilization on each card and try to bring any above 30% down before your next statement closes."
• "This week, set up autopay for at least your minimum payments so nothing slips through."
• "This week, log into your portal and review the items we just challenged so you know exactly where your file stands."
• "This week, update your payment method in the portal so we can resume your file without delay."

Note: Keep it specific and doable. One action, not a list.

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Step 5: Close (10 -– 15 seconds)

• Invite them to reply or call back at their convenience.
• Confirm the next step on your side (next dispute round, next retry date, next check-in).
• Thank them and end warmly.

Example: "If you have any questions, just reply to this message or give us a call back when you have a minute. I will check in again on [next milestone]. Thanks [Name], talk soon."

6. Compliance Reminders

7.

Sending the Loom

1. Record in Loom and let it process.
2. Rename the Loom with a clear title — for example: "Round 3 Update — [Client First Name]" or "Quick Update on Your Account — [Client First Name]".
3. Copy the share link.
4. Send the link via SMS andAND emailEmail through GHL.GHL. Many clients prefer to watch on a bigger screen.
5. Use a short, warm message with the link.

Example SMS: "Hi [Name]! I just sent you a quick 2-minute video update on your file since I missed you on the phone. Take a look when you get a chance: [Loom link]"

8. Logging the Loom in GHL

After sending, log a note on the contact in GHL withusing this format:

LOOM UPDATE - [DATE]
Type: Round Results No-Answer / Failed Payment No-Answer
Round or Payment Reference: [e.g., Round 3 results / Failed payment retry attempt 2]
Loom Link: [paste link]
Length: [e.g., 2:05]
Sent Via: SMS + Email
Next Step: [next round, next retry date, or next check-in]
Notes: [Anything specific covered or to follow up on]

9. Follow-Up After the Loom

Set aLoom follow-upStatus taskTiming inAction GHL for Viewed, no replyWithin 3 business days out. If Loom shows as viewed but client did not respond — sendSend a short SMS asking if they have any questions.questions If Loom shows as notNot viewed afterAfter 3 business days — attemptAttempt one more live call.call If still noNo engagement after the second2nd call attempt, escalate—Escalate per the standard Escalation Triggers & Chain.

Set a follow-up task in GHL for 3 business days out at the moment you send the Loom — do not rely on memory.

10. Quality Checklist Before Sending

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Crowned Credit · Credit Case Specialists · Workflows