1. Install CallHelper

To install the CallHelper application in bpm’online, click the link or find CallHelper in the list of available connectors and click Install.

Welcome to CallHelper!

You can open the installed connector (hereinafter referred to as “the application”) in any CRM card – lead, contact, or account. To do this, click on the CallHelper application button in the communication panel.
No additional authorization is required – end-to-end authorization using bpm’online API is arranged.

2. Integration with bpm’online

To integrate CallHelper into bpm’online, select the CRM object fields that will be used in the application during calls. We recommend that you select all fields and save. Later, the list can be changed.

3. 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.

4. 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.

4.1. 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.

4.2. 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.

4.3. Configure Node Properties

4.3.1. Text Formatting

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

4.3.2. 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.

4.3.3. 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 added fields are displayed (for example, #CRM_LEAD_name). In working mode, operators see details of a CRM object (contact, account, lead, etc.) instead of tags and can edit them directly in the text with one click.
Use tags directly in the node text.

4.3.4. 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".

4.3.5. Color Scheme and Icons

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

4.4. 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.

4.5. View Script in Operator's Interface

To start working with the script, go to the lead, contact, or account to work, so that CallHelper substituted the CRM data of this card into the script. 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.

5. Conversation with Customer

When you work with calls in bpm’online using the CallHelper application, you get the following features:

• An operator follows the prepared text when talking to a customer.
• CRM data are displayed in the script text.
• During a call, the operator modifies data of a lead, a contact, or a account directly in the script interface. Changes are saved in the bpm’online database immediately.
• If necessary, the operator quickly opens any of the cards with which the work is being done, with one button.
• At the end of the call, the operator describes call results and adds the call status (for example, "redial").
• The manager studies call statistics, immediately sees the typical ways of the dialogue and the places where the script needs to be adjusted, or exports it to Excel for further analysis.

The CallHelper application will help an operator to organize convenient work with sales scripts and CRM data during conversation.

Open the CallHelper application from the card of the CRM object you need so that its data is loaded for work. Select the desired script, click Start Call and follow the 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 7. Analytics), the phone number is not dialed.

During the conversation, an operator opens nodes with further instruction one after another. For this, an operator selects the required response of the customer; opens the node with important information in the quick access menu, or returns to the previous / first node of the script.

In the script interface, it is easy to quickly modify data of a lead, a contact, or an account. Changes made will be immediately saved to the bpm’online database.

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

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

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

6. 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. To enter the learning mode, click on the icon next to the script. During training, an open node looks the same way as in the operator's working interface.

This significantly reduces the time for learning newbies or for starting sales of new services and products.

7. 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.

7.1. 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 account
• Result of the conversation
• Number of transitions within the script tree
• Operator's comment
• Link to view the conversation steps in the script tree

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

7.2. 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.

The general statistics scheme allows you to analyze the operator’s conversation script, find out the most frequent customer responses and identify the nodes in which the conversation ends with a failure. This will help you to adjust the script to make the work of an operator as efficient as possible.

Questions?

If you still have questions after reading this manual, please contact out support team callhelp@kit-media.com or use the online consultant on our website. We are glad to help you!

You can also try CallHelper as a standalone web application, module for the box version of Bitrix24, as well as applications for the portals Bitrix24, Megaplan, bpm’online and amoCRM!

Read more about different product options on our website.