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.
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.
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.
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.
At first, create an "empty" script, then put information that will make the operator's work as efficient as possible into the created 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.
Formatting tools of the node allow highlighting the text and adding images and links to external sources.
A node that contains important information can be added to the "Go to" quick access menu, which is available from any node.
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.
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".
You can select icons and color schemes for nodes and "additional transitions".
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.
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.
When you work with calls in amoCRM using the CallHelper application, you get the following features:
To use an amoCRM built-in telephony together with the CallHelper features, follow these steps:
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.
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.
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.
During the conversation, an operator opens nodes with further instruction one after another. To do this, the operator can:
After the conversation is over, the operator specifies the following information directly in the script:
The manager uses these data to plan further work with the customer.
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.
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.
The table with call statistics displays:
In this table, you can sort columns, add filters, and export results for further analysis.
The call statistics scheme displays the number of operator's transitions within the script tree and the results of conversation in each node.
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.