Click on the Phone icon with the left facing blue arrow to log the inbound call.
2. The system will ask "How did this call originate?". Defaults to 'Received a call'
3. The system then requires the number they called you on?
4. Select the appropriate option which will be highlighted in blue.
5. The system then requires the number they called from.
6. Ensure the appropriate number is highlighted in blue.
7. Enter what happened on the call - a disposition ("Spoke with customer") must be highlighted. Other options can be selected if needed.
8. The system then requires notes.
9. It is important to put notes into the calls and other customer interactions logged than in separate notes, to help the Olivia AI system deliver maximum benefits. Enter the key discussion points from the call.
Department called for
Store
Call originator
Ability to text
The above 4 fields are auto-filled based on your information and the information in the Customer Card, but may be changed.
10. Indicate whether the customer opted-out of anything (select all that are relevant)
Do NOT have "Safety Net" checked if you are a Sales Rep in the course of normal communications, or the interaction will not "count" toward your work with the customer. The "Safety Net" designator is available for management or customer satisfaction representatives doing follow-up, turnovers, etc.
11. Once complete, click the green 'Save' button at the bottom right.
Relevant Hashtags:
#TheCRM
#PhoneUp