What happens when Anthony logs into Salesforce to make calls?
Now, when Anthony logs into Salesforce, he notices that all phone number fields appear as clickable links—and takes it as a sign that his life is about to get easier. Now that it looks like the technology is up and running, Anthony’s ready to make some calls! After he customizes his Dialer settings, that is.
What happens when Anthony clicks end call (3) in Salesforce?
Once they’re finished with their conversation and Anthony clicks End Call (3), his notes and the call duration are automatically transferred to the call log details and the recording is saved as a file in Salesforce that he can associate with any record. Once that call log is saved, it’s visible in the activity timeline.
Where are my calls coming from in Salesforce Invoca?
In the top tile of the Invoca dashboards in Salesforce, you can see a geographic representation of where your calls are coming from. Scrolling down, you can see information like top call-driving campaigns and channels.
What are the benefits of tracking calls in Salesforce?
By tracking calls in Salesforce, you can: Discover and optimize your most effective campaigns: Invoca’s integration with Salesforce Sales Cloud connects high-converting inbound calls to the marketing campaigns that drive them. This allows you to focus your spend on the campaigns that create the most revenue.
What is Dreamforce?
Dreamforce has the perfect conditions to discover the future of customer experience and how to gain competitive advantage through better processes and technologies. Whether you are in marketing, sales, digital commerce, customer support, or a developer, or part of a university, government agency or philanthropic organization, ...
Can you plug into Dreamforce?
You will not be able to plug into the power of Dreamforce until you drop out of the daily work rigmarole of email, texting and phone calls. Unless the house is on fire, unplug from these inspiration-dampening activities.
Why You Should Use Call Tracking with Salesforce
If your customers frequently call your business to make purchases or inquire about products and services, you may know that your conversion rate on the phone is higher than what you see on your website. In fact, we have found that customers convert at a 10x-15x higher rate on the phone.
How Call Tracking Works with Salesforce
Ready to get into the nuts and bolts? Watch this video to see how Invoca call tracking and conversational analytics integrates with Salesforce.
Tracking Leads in Salesforce Using Call Tracking Data
Let’s start with a new lead. Invoca captures and sends call data such as lead source, demographic information, and call outcomes to Salesforce, then associates the data to a contact or lead. If there isn’t a matching contact or lead, a new lead can be automatically created.
How Call Tracking Data Provides Closed-Loop Attribution in Salesforce
Along with the caller information, you get details about the paid search campaign that drove this call. In the “Invoca insights” section, you can identify particular keywords that were spoken or even categorizations about the caller and call outcome.
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Basic Terminology of Integrating Phone calls in Salesforce
The three basic terms that we come across while integrating phone calls in Salesforce are Softphone, Call Center and Open CTI.
Example of a basic Phone Call integration
There are diverse CTI options available for companies using Salesforce. Spoiler: There isn’t a one-size-fits-all solution, so you’ll have to research which CTI will help you best run your operations smoothly and efficiently.
Tips to keep in mind while integrating Phone Calls in Salesforce
We all understand the importance of time for Sales representatives of all business types. Integrating phone dialing in Salesforce eliminates the manual time-consuming dialing process. Integration helps in automation and accurate dialing for sales representatives so that they can concentrate more on their conversation with clients.
Tips on SMS integration Apps
An SMS platform can help you follow up with prospects and customers after initial phone calls. We can use it to broadcast texts for campaigning purposes etc. We can also use it for one to one messaging.
Introducing Sales Dialer
Sales Dialer isn’t exclusive to Service Cloud (and it requires separate licenses, only available in some countries), but it is an incredibly useful integration, so we’ll introduce it here.
Make Calls In a Flash
Now that it looks like the technology is up and running, Anthony’s ready to make some calls! After he customizes his Dialer settings, that is.
Create a Call List
NMH has a list view of all their transitional housing program graduates. (Remember list views? We covered them in the module called Nonprofit Program Management with Salesforce.) Anthony’s now going to use that list view to build his call list. A call list is a list of contacts queued in the Dialer.
Make a Call Using the Call List
Now that the list is all set up, it’s time to make some calls. The list automatically focuses on the first contact, so all Anthony has to do is click Call Next. When that call is complete, he can save the call log and the call list updates automatically, moving through the queue.
Pre-recorded Voicemail Drops
After a much needed break, Anthony clicks the gear in the Call Panel to open Sales Dialer Settings. He then clicks Dialer > Voicemail Settings.
Progress, Thy Name Is Salesforce
All of the Sales Dialer features have Anthony excited about his follow up calls. It’s easier for him to create and keep track of where he is in a call list, make notes during conversations, and make sure he’s included important details in all his voicemails.
