What is CRM

Customer Relationship Management (CRM) is a software system to manage customer data and customer interactions.

Basic Usage: Contact

Create your contact list

Voicent does not provide the list of contacts to the customers. Contacts lists can be acquired from online vendors that provide telemarketing lists. Ex: InfoUSA.

To search for contacts providers, customers can search them on google using the keyword “telemarketing list”.

Find Contacts

Ex. Select Contacts from the main menu, see how many contacts you have in the CRM. Click View All to go through some of them.

Ex. Enter your own phone number or name in the Search Contact… search bar and check the result

Edit Contacts

Ex. Find your own contact, try to update some info, such as address, try to add notes etc.

Add contacts

Ex. Try to add one single contact

Ex. Try to do a batch add

Delete Contacts

Ex. Go to one contact record, find the button/link to delete this contact

Ex. Find contacts in a table, select a few and delete

Basic Usage: Import

Take a look at http://voicent.com/support/import_help.php

Ex. Try to import the file (500 contacts.csv) included in this channel. (Important: this is a test file that contains info about real people. It is used only for this exercise. Make sure you do not start a campaign to call these people)

Undo Import

There is no undo operation for import. But you can do a Mass Delete… operation.

Ex. Select Contacts, select the newly imported list, find the button to do a Mass delete search result. Delete the imported contacts.

import profile

If you perform import often and the columns of the import files stay the same, you can save an import profile to speed up the import process.

Ex. Try the same import again, this time save the profile, and then finish the import.

Ex. Delete the imported contact, try to import use the saved import profile.

Merge Options

It is important not to create duplicate contacts in the CRM. By default, if a record is the same (measured by same phone number and email address) as an existing one, the import operation will merge these two records. You can set merge option to control how or whether to merge records.

Quiz: If two records are to be merged, and record (existing) A’s Business Name field is AAA Inc, and record (importing) B’s Business Name field is BBB Inc. If merge option is if existing field is empty, what is the value of the Business Name field after the merge?

Integration

Voicent cloud can be integrated to other CRMs like Zoho. More information on Zoho integration can be found here: https://www.voicent.com/Zoho_CRM_integration.php