CallHelper is a comprehensive tool that allows the manager to create and modify sales scripts in a convenient visual editor, quickly train new employees, create tasks for calling customers and assign these tasks to employees, analyze results of calls, and find options for optimizing work of the company. Also, CallHelper helps employees to organize convenient work with sales scripts and customers' data during calls.
In this guide, you will learn how CallHelper can help your company improve customer experience, and you will be able to start working in the system right away. This guide is brief – it contains information for a quick start only.
To register a company in the system, open https://callhelper.kit-media.com/en/ and click SIGN UP, then follow simple instruction for registering an account. Welcome to CallHelper!
To create an account for an employee, specify the following data: name, corporate email, permissions in the system (for sales managers, select "operator"), and the password. The account is successfully created!
The employee should only specify the account name and password on the https://callhelper.kit-media.com/en/ website to start working in CallHelper.
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.
It is easy to add fields from a contact list to the node text.
In edit mode, only tags of these fields are displayed (for example, #CRM_LEAD_name).
In working mode, operators see contact details instead of tags.
A node that contains important information can be added to the "GO TO" quick access menu, which is available from any node.
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.
Contact lists increase efficiency of customer service without using a separate CRM system. Contact lists contain customers' data for displaying to an operator in the script.
The operator can modify customer's data during the conversation, directly in the script interface. Changes are saved in the contact card of the customer immediately.
Functionality of contact lists also allows assigning a responsible operator, script, and the planned time of call to each contact.
At first, create an "empty" contact list, then fill in the created list with customers' data.
Contacts can be imported from a file or created manually.
To import contacts, prepare an Excel file in advance (XLS, XLSX, and CSV are supported formats). The import procedure is fast and simple.
When working with contact list, you can perform the following actions:
To sort a column by content, click the icon next to the column title.
Add filters to columns using the second row of the list and work with the selected contacts only.
Use group actions to save time when working with large lists.
If the built-in list columns and contact statuses are not enough to work, then create new ones!
If you decide to import contacts, and your file contains more columns than the list in the system, then open the list settings and add as many columns as necessary.
Contact statuses are used to understand the stage of work with the customer, for example: "new", "redial", "archive". Depending on the company needs, you may need additional statuses.
When you process an incoming call using CallHelper, you get the following features:
When receiving an incoming call, an operator selects the appropriate script, clicks START CALL, and follows prompts in the text.
You can create a contact directly in the script interface. The created contact will be immediately uploaded to the text; after that it will become available for editing.
When you work with an outgoing call using CallHelper, you get the following features:
The manager can assign a responsible operator, script, and time of call to each contact individually or he can use group actions to process many records at once: for example, assign 100 contacts to one of the operators in a few mouse clicks.
The operator opens the task list and clicks the call button next to the first scheduled contact in the list.
The operator opens the contact list, finds the required contact or filters the list according to the necessary parameters, and starts working by clicking the call button.
In the script interface, it is easy to quickly modify the contact data.
An operator can modify either a single contact field by clicking it in the script text or all fields of the contact by opening the contact card.
During the conversation, the 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 general calls statistics displays:
In this table, you can sort columns, add filters, and export results for further analysis.
The general calls statistics scheme displays the number of operator's transitions within the script tree and the results of conversation in each node.
The contact card contains a history of all conversations with this contact.