The CallHelper Application for AmoCRM
Quick Start

The CallHelper application for amoCRM is a comprehensive tool that allows the manager to create and modify sales scripts in a convenient visual editor, quickly train new employees, analyze results of calls, and find options for optimizing work of the company. Also, CallHelper allows employees to organize convenient work with sales scripts and CRM data during calls.

In this guide, you will learn how the CallHelper application can help your company improve customer experience, and you will be able to start working in the application right away. This guide is brief – it contains information for a quick start only.

1. Install CallHelper

To install the CallHelper application for amoCRM, find CallHelper in the list of applications (widgets), select the checkbox to agree with the amoCRM account data transfer and click Install. Welcome to CallHelper!

You can open the installed widget from any CRM object – either a lead, a contact, or a company. No additional authorization is required – end-to-end authorization using amoCRM API is arranged.

2. Configure User Rights

By default, a CallHelper administrator is an employee who was the first to open the application. In future, you can change the administrator or add new ones.

To set up access to CallHelper for other employees of the company, they need to open the application once under their account (the "not enough access rights" message will be displayed), after that the administrator will configure the rights.

3. Prepare Sales Script

Sales script is a scenario of conversation between an operator and a customer.

An effective script helps the operator to answer the arising questions and dispel doubts of the customer.

3.1. Create Sales Script

At first, create an "empty" script, then put information that will make the operator's work as efficient as possible into the created script.

3.2. Fill in Sales Script

In CallHelper, sales script has a tree form. Each node of the tree contains instruction for an operator in case of the customer's questions or objections.

3.3. Configure Node Properties

Text Formatting

Formatting tools of the node allow highlighting the text and adding images and links to external sources.

Quick Access to Node

A node that contains important information can be added to the "Go to" quick access menu, which is available from any node.

CRM Fields

The list of CRM fields that are available for adding into the script text can be customized: you can either remove unnecessary fields or select newly created ones.

In edit mode, only tags of fields are displayed (for example, #CRM_CONTACT_name).

In working mode, operators see details of a CRM object (lead, contact, company, etc.) instead of tags.

Frequent Answers

If the same answer can be used in different cases, there is no need to create copies. You can create just one node with this answer and add it to the required places via "additional transitions".

Color Scheme and Icons

You can select icons and color schemes for nodes and "additional transitions".

3.4. Manage Script Structure

Sometimes it is necessary to modify the created script tree: change logic of the conversation, add good examples of communication, and so on. With CallHelper, it is easy to manage the structure of the created tree: move nodes or the whole branches by dragging them to the required places.

Using different icons and color schemes of nodes and "additional transitions", you will not get confused when changing logic of the most complex conversation.

3.5. View Script in Operator's Interface

After opening the required script, an operator follows instruction on the screen. Upon receiving the answer, question or objection of the customer, the operator selects the appropriate node with further instruction.

4. Conversation with Customer

When you work with calls in amoCRM using the CallHelper application, you get the following features:

4.1. Process Outgoing Call

4.1.1. Call Using Built-in Telephony

To use an amoCRM built-in telephony together with the CallHelper features, follow these steps:

  • Add a CRM field corresponding to the customer's phone number to the first script node.
  • Open the CallHelper widget from a CRM object.
  • Select the required script.
  • Click the handset next to the customer's phone number – dialing via amoCRM telephony will start. Also, CallHelper will upload data of a CRM object from which the widget was opened and data of all associated CRM objects into the script text.

4.1.2. Call Using CallHelper

Even if you do not use a built-in telephony of amoCRM, the CallHelper application will help an operator to organize convenient work with sales scripts and CRM data during calls.

Open CallHelper from any CRM object, select the required script, click Start call, and follow instructions on the screen. CallHelper will upload data of a CRM object from which the widget was opened and data of all associated CRM objects into the script text.

Note: when you click the Start call button, CallHelper starts recording statistics (for more information on statistics, see section Analytics. Analytics), the phone number is not dialed.

4.2. Process Incoming Call

Depending on the amoCRM telephony settings when receiving an incoming call, a system can automatically open the required contact or provide a link to this contact. Launch the CallHelper widget from the opened contact – CallHelper will upload its data and data of all associated CRM objects. It will also provide an operator with the list of scripts to work with.

4.3. Modify CRM Data During Call

In the script interface, it is easy to quickly modify data of a lead, a contact, or a company. Changes are saved in the amoCRM database immediately.

An operator can modify either a single field of a CRM object (for example, contact name) by clicking it in the script text or all fields of a CRM object by opening its card directly from the script.

4.4. Navigate the Script

During the conversation, an operator opens nodes with further instruction one after another. To do this, the operator can:

  • select the required response of the customer;
  • open the node with important information in the quick access menu;
  • return to the previous/first node of the script.

4.5. Complete the Conversation

After the conversation is over, the operator specifies the following information directly in the script:

  • Call status (for example, "call answered")
  • Comment

The manager uses these data to plan further work with the customer.

5. Training Mode

In training mode, an operator can view a script tree to learn the logic of the conversation, as well as open each node to learn the texts. During training, an open node looks the same way as in the operator's working interface.

6. Analytics

Various statistics options allow the manager to analyze the efficiency of sales scripts and operators' work without spending time listening to the records of calls.

6.1. Call Statistics – Table

The table with call statistics displays:

  • Call start date and time
  • Call duration
  • Script that was used
  • Operator's name
  • Link to the lead, contact, and company
  • Result of the conversation
  • Number of transitions within the script tree
  • Operator's comment
  • ink to view the conversation steps in the script tree

In this table, you can sort columns, add filters, and export results for further analysis.

6.2. Call Statistics – Scheme

The call statistics scheme displays the number of operator's transitions within the script tree and the results of conversation in each node.

7. Questions?

If you still have questions after reading this manual, please contact out support team or use the form on our website. We are glad to help you!

You can also try CallHelper as a standalone web application, an application for Bitrix24, Salesforce, and SugarCRM! Read more about different product options on our website.