Enhancing Customer Experience with Exotel Integration: A Guide to Managing Calls, SMS, and Multiple Agents
Enhancing Customer Experience with Exotel Integration: A Guide to Managing Calls, SMS, and Multiple Agents.
What's Exotel?
Exotel is a cloud-based voice call and SMS management tool.
Exotel is a cloud-based communication solution that provides reliable and high-quality APIs for voice, messaging, and other communication modes.
With this software, users can establish secure customer connections through SMS and voice communication.
The solution allows for easy management of calls, SMS, and teams. Exotel can handle everything from inbound and outbound calls to call recording and transferring.
Benefits of Exotel Integration with Jwero ?
By Integrating Jwero and Exotel, Jewellers can easily set up Simple Voice Call and SMS Management system straight from the dashboard. With Jwero's powerful CRM Jeweller <> Customer communication can be saved and used to analyze your target audience.
By Integration Exotel with Jwero, Jewelers can easily enhance their business operations.
Here are some of the features:
- Jwero offers easy integration with Exotel, allowing you to seamlessly make calls directly from your CRM ππ.
- You can also record and save every call recording for future reference within your CRM ποΈπΎ.
- Assigning customers to team members is made easy with Jwero, allowing for efficient follow-up and communication π€π₯.
- Additionally, you can set up priority-based call transfers based on your team members' availability π¦π.
- Analyzing call data and gaining insights into your business operations is made simple with Jwero's analytics feature ππ.
- You can access Jwero's dashboard or mobile app to manage your calls and communications from anywhere π±π».
- Jwero also offers a voice-based chatbot to automate communication and improve customer experience π€π¬.
- And with Jwero's international phone number feature, you can expand your business reach ππ
How to Set Up Exotel Account?
How to Integrate Exotel with Jwero?
It is mandatory to Set Up Exotel Account before integrating with Jwero.
To Set Up Exotel Account >> click here.
To Integrate Exotel with Jwero.
Must-Have: Log In to Exotel and Copy the Below Required Details:
- Exotel API Key
- Exotel API Token
- Exotel SId
How to Integrate Exotel Details in Jwero:
- Login to Jwero
- Navigate to Integrations > Exotel > Integration.
- Paste the Exotel API Key
- Paste the Exotel API Token
- Paste Exotel SId
- Update
Once the details are added you're ready to Add your Team Members.
Add and Manage Team Members in Jwero <> Exotel.
Please Note: Before Managing any Team Member in Exotel, It is required to add a Team Member in Jwero.
If No Team Member is added, click here to Add Team Member with Specific Access.
If Team Member is already present then you can continue further process..If you've already added team members to Jwero, they will be visible under "Manage Team Members".
- To set the priority of team members, simply drag and arrange them in the desired order.
- By default, the admin is considered a team member and will be visible in the list.
For example, if you want calls to be forwarded first to Jess, then to Alice, and then to the admin, you can simply drag and place the team members in that order.
This feature makes it easy to manage multiple team members and ensure that calls are directed to the right person in the right order.
Team Member Management Features:
π₯ If you have multiple team members managing different clients, you can use Exotel integration in Jwero to assign clients to specific team members.
β You can easily add multiple team members to Jwero and assign single or multiple customers to each team member.
π©βπΌπ¨βπΌ You can also set a priority on which team member should receive calls first, and in what order they should be listed.
π All calls made by team members will be recorded and saved in the CRM, making it easy to monitor their performance.
π If only certain customers are assigned to a team member, they will only be able to see those specific customers when they login to their dashboard.
π This feature can help streamline your team's workflow, improve customer satisfaction, and make it easier to manage multiple clients with different needs.
Self-Call Management Feature
Allow Team Members to Set their Availability Status. If Enabled then Team Members will be able to manage their status from their dashboard. If disabled, Only Jeweller can manage/set the availiblity of Team Member.This feature is beneficial when the Team Member is unavailable due to some reasons then they can switch off their availability right from dashboard.
When enabled, Team members will be able to toggle their availability-based status on and off from their dashboard.
Thus, no calls are missed, and if a team member chooses to disconnect due to a specific reason,
the call will be forwarded to another team member who is available based on the priority setting.
If disabled, only Admin will be able to change the team member's availability status.
Assign CRM Contacts to a Team Member Feature
By Each Team Member can be given different client accounts to ensure efficient customer relationship management.
You can enable or disable this feature .
With Jwero, assign any customer to a team member to improve customer services and the efficiency of your business.
To assign any customer to a Team Member:
- Go to CRM.
- Search for the Customers
- Assign to Required Team member from the Dropdown.
- Update.
If the Team Member dropdown is empty, Create and Add a New Team Member instantly to allow access.
Why it is important to assign customer account to Team Member ?
π¨βπΌ Accountability: When a team member is assigned a specific account, they become responsible for its management and performance. This helps create a sense of ownership and accountability, as they know they are directly responsible for the success of that account.
π Performance tracking: Assigning accounts to specific team members makes it easier to track their performance and progress. This helps managers identify areas where the team member may need additional support or training, and helps ensure that the account is being managed effectively.
π» Expertise: Different team members may have different areas of expertise. Assigning accounts to specific team members ensures that the account is being managed by someone who has the necessary skills and knowledge to do so effectively.
π€ Relationship building: When a team member is assigned a specific account, they can develop a deeper understanding of the client's needs and build a stronger relationship with them. This can lead to increased customer satisfaction and loyalty.
πΌ Efficiency: Assigning accounts to specific team members can help streamline workflows and increase efficiency. Instead of multiple team members working on the same account, one team member can take ownership and manage it from start to finish.
π Focus: When a team member is assigned a specific account, they can focus their efforts on that account without being distracted by other accounts or tasks. This can lead to better results and outcomes for the client.
How to call Contacts from CRM Dashboard?
Login to Jwero.
- Under CRM > Search Contact.
- On the Top Right > Click on Call Icon.
- When the Click to Call button is clicked:
- An initiation call will begin, based on the priority The first Team Member will receive the Call on the Team Member's Device.
- If the Call was Meant by Another Team Member, the First Team member can either cancel or Wait for the call to be forwarded.
- As soon as the Team Member picks the Call from their device <> Exotel will Initiate the call to the Customer.
When the Call Begins, automatically each call will be recorded and can be accessed later from CRM or Settings.
Please Note:
Initiation Call: Initiation Call is when Jwero Team Member wants to initiate a Call to the customer, then First Team Member will receive the Call to their device with which they will communicate to the customer.
As soon as a team member picks up the initiation call, New Call will begin with the customer.
View Call Recordings
There are two ways to Record calls from the dashboard:
Access Call Recordings from CRM
- To view Call Recordings from Jwero CRM > Search Contact.
- Click On Communications on the right > Under calls, you can find all the call recordings.
Access Call Recordings from Integrations :
To Access all Call Recordings :
- Login Into Jwero
- Navigate to Integrations > Exotel integration
- Under Activities> Access all Call Information including recording, attempts, failed contacts, etc.
- One can easily download the call recordings.
- Admin can access their Team Member's recordings to Understand More on How they are handling Client accounts.