It's no secret that every business owner tries to automate business processes as much as possible, increase the efficiency of the sales department, and reduce the time it takes for clients to reach their company.
To solve these issues, as well as for the convenience of using telephony, we recommend setting up "Smart call forwarding", which will allow you to properly distribute calls among managers and connect the client with the manager responsible for the deal/contact/lead in the first place, and first direct the call to the manager responsible for the client.
"Smart call forwarding" can be set up in two ways:
According to the person responsible in CRM — the call is directed to the manager assigned to the client in CRM.
According to calls — that is, the call will be directed to the manager who last communicated with the client.
Smart call forwarding according to the person responsible in CRM
This functionality is supported only in the integrations done by Ringostat:
Pipedrive HubSpot Zoho desk ZohoCRM Salesforce AmoCRM / Kommo Bitrix24 RetailCRM Creatio Altegio (alteg.io) |
Let's consider the logic of how the functionality works using this example:
before the call to the manager, Ringostat will send a request to the CRM to check for an open lead with the phone number. If such a lead exists, the call will be directed to the manager to whom the lead with the number is assigned;
if there is no lead with the phone number in the CRM system – a check is made for an open deal with the phone number. If such a deal exists, the call is sent to the manager to whom this deal is assigned;
if there is no open lead or deal – we check whether there is a contact in the CRM system with the caller's number. If such a contact exists, the call will be directed to the manager to whom the contact with the calling client's number is assigned;
if there is no lead, open deal, or contact for the caller's number – the call will be directed further according to the forwarding scheme.
To do this, you need to take the following steps:
1. Create a forwarding block with the direction "Responsible manager according to CRM"
2. Select the priority of call directions.
When calling the forwarding scheme with the direction "Responsible manager according to CRM":
Ringostat will search for open entities according to the sequence in the settings
The call will be forwarded to the directions of the responsible manager in the first found entity
If no person responsible for the entity is found — the call will be redirected to the next direction in the scheme or ended if there are no directions
With this, the setup of smart call forwarding according to the person responsible in CRM is complete!
Smart call forwarding according to calls. Stickiness.
When setting up smart call forwarding according to calls, the call will be directed primarily to the manager who last communicated with the client.
Smart call forwarding according to calls, in turn, is divided into two types:
Stickiness, which is enabled globally for the project by contacting technical support. It is based only on outgoing calls from managers for a specified period of time. During working hours, an incoming call from a client's number will be directed first to the employee who called this client within the specified period. If the employee does not answer within 20 seconds, the call will be forwarded according to the forwarding scheme of the number being called.
Stickiness, which is configured through forwarding schemes. It is added as a regular forwarding block. Can be based on both incoming and outgoing calls. To configure it, you need to follow these steps:
1. Create a forwarding block with the direction "Responsible manager according to calls"
2. Select the type of calls by which to search for the manager with whom the conversation took place.
3. Select the search period for the manager with whom the client had the last successful conversation.
Example of settings when we call the responsible manager first for 30 seconds, and then call other employees.
With this, the setup of smart call forwarding according to calls is complete!
If both stickiness types according to calls are enabled in the project: global and in the forwarding scheme, then the forwarding scheme settings will be triggered. After all, they have a higher priority.