Telemarketing Center
Overview
The CRM tool serves as a comprehensive telemarketing center, significantly enhanced by its seamless integration with Twilio. This feature allows you to make calls directly to your clients right from the CRM interface, simplifying communication and improving efficiency. Additionally, you can record conversations for quality assurance and training purposes, ensuring your team can continuously improve their interactions.
The system also enables you to send personalized voice messages, allowing for more engaging outreach. All of these functionalities are conveniently accessible from a single platform, streamlining your telemarketing efforts and enhancing your overall client engagement strategy.
Integrate With Twilio
The first step in turning your CRM list into a telemarketing center is integrating your CRM with Twilio. Once the integration is set up, you can seamlessly manage customer calls, make outgoing calls directly from the CRM, receive incoming calls, record conversations, and even set up and send voice messages.
Learn how to integrate with Twilio
Discover how to integrate your CRM with this powerful tool by reading the comprehensive Twilio guide first.
All set? Go back to reading!
Calling Clients & Answering Calls
To call a customer, first navigate to their client card and make sure your client's phone number is updated. Then, select the phone icon using the main navigation. Clicking it will automatically connect you with the customer. At any moment, you can hang up the call.
Receiving Clients' Calls
Call Recordings
You can access valuable recordings of your client calls in the Calls section on your client's card. These recordings are essential tools for training staff, enhancing the overall quality of customer service, ensuring compliance with regulations, and conducting detailed analyses of conversation dynamics.
For each call listed in the Calls section, you will find details including the client’s phone number, whether the call was incoming or outgoing, and the call status. The call status indicates whether the call was completed, if the client had a busy line, or if the client did not answer the call.
Call Transcriptions
To enhance your experience, you can easily access the transcriptions of the conversations by clicking on the eye icon located adjacent to the recorded call. This feature allows you to review the dialogue with ease and gain deeper insights into the discussion:
Voice Messages (VMS)
To send a voice message (VMS) to a client, first locate the Send VMS button in the client’s card navigation. Next, choose a text template from the available options.
Connect
The Connect option provides an efficient means for employees dedicated to a specific client to communicate seamlessly over the phone. This feature not only facilitates direct communication between your team members and clients but also enhances the overall workflow by integrating these interactions into the CRM.
Streamlined Conversations = Improved Client Service
By streamlining these conversations, the Connect option fosters quicker responses and strengthens relationships, ultimately boosting team efficiency and client satisfaction.
To connect user with the client over the phone, navigate to the main section of the client’s card and locate the Connect button.
After clicking it, you will have the option to select a message that the employee will hear before the connection is made with the client. This message can provide additional instructions to help ensure that the communication proceeds smoothly and without any issues.
In this view, you can also select the employee whom you want to connect with the client. After you click the Connect button, this person will automatically receive an information that the call is on the go.
Connect Via Calendar
If you prefer not to connect with the client’s account manager right away, you can schedule the call in advance using the calendar module on the client’s card. This feature allows you to plan the call for a convenient time, ensuring better preparation and coordination.
Turn On The Calendar Module
Before taking any actions, make sure you enabled the Calendar module in your list settings first.
When the calendar module is enabled, it will appear on the selected client’s card. To schedule a call with the client, click on the date window. This will take you to the detailed settings where you can finalize the scheduling.
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