Merchant

Processing leads

When working with your CRM, you can use the order processing mode to monitor and verify order status. Working with our CRM, you use it to process all incoming leads. The processing itself is carried out in the "Orders" section. The main tool for working with orders for operators is Big Green Button and the order processing form.

Big Green Button

It is big. It is green. It's hard not to notice. Start by pressing this button. This button is responsible for the automatic distribution of orders between operators. It implements the basic magic of distributing orders:

• The button analyzes the user access rights specified in the team settings and selects the available orders depending on the selected priority in the following groups: call center (with the selected priority for processing new orders and recalls), packaging, shipping, delivery monitoring.
• When determining the availability of an order, the selected time of repeated call for orders in the status "Call back" is taken into account. Until that time, these orders are not being processed.
• If an order is taken to work by any operator, all orders with the same phone number are also marked as belonging to this operator and are not involved in the distribution. This eliminates the possibility of a simultaneous call of two operators to one customer.
• The button shows the number of available orders in each of the statuses. If for some reason the button is not green, but gray, then all possible orders have already been processed. The button updates its color and the number of available orders automatically every 30 seconds.

If your operators for some reason do not notice or ignore the Big Green Button, preferring to manually select orders from the list, you can hide the list of orders from them by selecting a different mode of operation.

Operation modes

Our CRM offers several order operation modes. You can choose the most appropriate operation mode for any of the operator teams in order to maximize their potential.

Classic mode

In this mode, in addition to Big Green Button, a complete list of all your company's orders is displayed with the ability to filter by status, offers, order adding date, webmasters and traffic sources. Search by order ID, phone number, customer name and shipping address is available. There is an opportunity to export the list of orders in Excel for further work, for example, transfer to a courier company. All orders of the list are available to all operators in read-only mode. Access to change orders is available only on the appropriate group settings. This mode of operation is recommended for company administrators, order sending and delivery monitoring teams.

Calling mode

In this mode, the list of orders is hidden from the operators. Only the Big Green Button is displayed. You can activate the automatic receiving of the order when it enters the CRM or approaching the time of re-call. This mode is recommended for call center operators for primary and secondary dialing of orders. It maximally optimizes operator access to orders, eliminating the human factor when choosing a specific order for processing.

Incoming calls mode

A special mode in which even the Big Green Button is not displayed. All the work of the operators is implemented entirely and fully automatically. When ready, the operator enters the line and waits for an incoming call. When an incoming call is received, the operator automatically opens an order card and begins the conversation. This mode requires customization for you by our technical experts.

Order processing form

The order form in most cases contains the following blocks, top to bottom:

• Order information in the header: identifier, time of receipt, offer, current status and stage of order processing.
• Call script for the specified offer. If you need a call script or need to make any changes to it, please contact us.
• Order contents indicating the number of items of a particular type and their prices, discounts on all the goods, delivery costs and a numerical discount or mark-up on the entire bill.
• Customer data including the phone number and the name of the recipient and e-mail address. To call the specified number or send an email, use the appropriate buttons in the right corner of these fields.
• Information about possible duplicate orders by IP-address and telephone number, and the actual technical data of the order and the phone.
• The delivery address, including country, zip code, region, city, street and exact address. The region and city are automatically substituted as you type. For some countries, an automatic address check and correction is provided.
• The goal for the selected order, which can be displayed in some offers and is linked to their features.
• Tracking code of delivery service, which is used for history of the movement of the parcel listed below.

The right side of the order form contains information about the source of the order and buttons for additional actions:

• The source of the order is the ID of the webmaster or agency, the stream number, the ID of the lead and the webmaster on the agency side.
• Order recipient - the name of your company and the order ID in your CRM, if available.
• Landing and prelanding - sites from which this order came, and tagging mobile and forbidden traffic if available.
• IP address geo data - the country, region and city to which the IP-address of the customer is attached.
• Address verification - automatic address correction and display of the specified address on Yandex or Google maps.
• Actions of the selected delivery method - sending to the courier service, calling a courier, printing documents and other possible actions implemented by the delivery service.

Under the main form is the action selection panel:

• The item of simple data saving without changing the order status allows you to change any form data without performing any meaningful actions on the order.
• For new orders: button to accept order to work.
• For a call center: the items for confirmation, cancellation и recalling are described below.
• For orders at the stage of packing, shipping and delivery: transfer points to the next and previous statuses.
• Checkboxes for canceling duplicate orders that are being processed when an IP address or phone number matches.
• Checkbox for the order is suspicious for transferring it to the analytical department and further monitoring the delivery. Please note that orders marked with this checkmark are returned as a fraud when they are returned, erasing all financial transactions. Agree on this action with our experts in advance, in order to avoid unpleasant consequences for all parties.

Order confirmation

With the consent of the customer, the operator must select the item "Confirm order" and save the order. If necessary, if the work is carried out in a company called "Call Center", the operator can select a specific company, the recipient of the confirmed order. This functionality depends on the settings of a particular offer.

Order cancellation

If the customer refuses, the operator must cancel the order. In this case, without fail, one should choose the most appropriate reason for the refusal. Even with the extended comment, the choice of the reason for the refusal is mandatory.

Planning next call for the order

If the operator could not reach the customer for any reason, the order is transferred to the "Call back" status and the next call time is set. By default, the time of the next call is set 15 minutes after opening the order page. The operator can specify any desired time at which to plan the next call. If necessary, you can clarify what kind of problem arose when making a call: busy, does not pick up, turned off, asks to call back later.

Order history

At the bottom of the form below the buttons are order historical data blocks:

• The history of order operations contains any changes in the status of the order during processing by the call center and other operators. Contains the reasons for the cancellation or re-call, the time of the next call and the time the operator spent processing the order.
• The history of order contents changes shows all changes in the order fields, except for changing its status.
• Call history provides access to listening to all calls made by operators earlier.
• The history of the delivery shows the path of the parcel according to the data of the delivery service, taking into account the comments from the courier service itself. Available only with shipped orders.

Analytics and statistics

We provide you with the following analytical reports on the activities of your company:

• Call statistics. The report is available to company administrators and team leaders. It allows you to analyze the work of each of the company's employees, see the number of calls made and orders processed for each of the statuses in the context of teams and employees. The number of confirmed requests and additional sales, the percentage of confirmed requests (the number of confirmed requests from the total number of calls) and the quality of the operator’s work (the ratio of the number of confirmed and canceled orders, excluding unsuccessful calls) are also shown for call center operators.
• Order analytics. The report allows you to analyze the confirmed orders at the call center level in relation to the time the order was received. The report is provided in the context of offers, countries and affiliates. The report contains data on the number of confirmed and rejected orders, the percentage of confirmation, with trash and without it, the average and total check divided by currency, the cost of leads in the main currency of the network.
• Call analytics. The report is similar to the order analytics, but all its numbers are not linked to the date the order is received in the system, but to the date of execution of one or another action. For example, if an order entered the system yesterday, but was confirmed only today, it will be linked to yesterday's report on orders and today's report on calls. The expenditure data in this report for the period coincides with the actual expenditure of funds for the same period.
• Delivery analytics. The report allows you to analyze the success of delivery and the percentage of buyout. The report is provided in the context of offers, countries, delivery services and affiliates. With this report, you can easily identify unscrupulous affiliates. Report data is linked to the date the order was received. The buyout percentages are calculated for four categories of orders: paid from the total number of confirmed orders (including orders at the packing stage), paid from the number of sent orders (including orders in transit), paid from the number of delivered orders (delivered, paid and return) and orders in terminal stages (only paid and returned).

General settings of the company

General company settings are available to company administrators in the "Control" section. You can change the following basic parameters:

• Notification email. When it is specified, we will automatically send a letter to it about each incoming order.
• Complete all the approved orders automatically. This setting allows you to exclude the mode of work with the delivery of the order and immediately transfer any order confirmed by the call center to the "Paid" status. This mode is required when working with info products.
• Notify about new orders. Shows pop-up notifications when a new order arrives at the interface. It is recommended to disable this option globally and activate it only for certain teams. It is not required to the teams working in the mode of dialing or incoming calls.
• Call URL. It is useful when working with specific call center software or non-standard SIP-provider. By default, URLs for a call are generated in the tel format tel:79876543210 and are recognized by most browsers and soft-phones. You can specify your URL for the call using %s for the phone number. For example, to call via Skype, the URL is skypeto:%s?call, and for the SIP protocol sip:%[email protected] is ideal.
• Transfer time. Sets the standard time in minutes which is used to transfer the call if there is no answer. By default, recalls are transferred to 15 minutes. You can set your value and speed up the work of the call center.

The specifics of calculating employee salaries are described further in the corresponding section.

Extended order statuses

Order statuses in our system are fixed and cannot be expanded. But you can create nested statuses called stages for yourself and use them at your discretion. Nested statuses can be created for the following categories:

• Call center. They are linked to the status of "New", "Processing", "Call" and "Hold". They can be used for convenient distribution of orders for different phases of dialing.
• Cancel. Linked to the status of "Cancel", can be used for convenient division of orders canceled after the first and second calls.
• Packing. They are tied to the status "On packaging", can be used to separate orders with a shortage of goods, orders with different packaging options, etc.
• Sending. They are tied to the "Sending" status, they can be used to distribute orders to courier services or responsible couriers.
• Delivery. They are tied to the "Delivery" and "Delivered" statuses, can be used to highlight the internal statuses of the delivery call, mark orders that will be paid or returned in the future.
• Completed. They are tied to the status "Paid", can be used for various types of order confirmation.
• Return. They are tied to the status of "Return", can be used to separate simple returns from canceled when packing orders.

Automatic assignment of stages

Stages can not only be selected by operators manually when changing an order, but also assigned automatically. Automatic assignment of stages allows, for example, to separate orders that were canceled after confirmation from simple returns.

The simple automation option allows you to specify the outgoing and, if necessary, incoming status for which the specified stage is affixed. For example, we can create a stage for the "Cancel" group, in which the "Previous status" is listed as "Hold", and it will mark all orders that were abandoned after the second call. If the stage is linked to several statuses at once, you can select the appropriate "New Status" from the available list.

The difficult option involves writing a stage processing script. The script is a list of conditions under which the selected stage will be assigned. Options for conditions are indicated one per line. If a line contains several conditions, all conditions must be met to trigger it.

Conditions are specified in the object:field:value format, for example, f:order_reason:8 or o:offer_id:12. You can check the list of fields for each of the objects and their contents with our technical specialists. The objects themselves may be as follows:

• f - the initial state of the order before the changes are applied (from)
• t - the state of the order after it is saved until the stage is selected (to)
• o - the main offer parameter, such as an identifier (offer)
• p - an additional offer parameter set for you by our administrator (param)

For example, to mark the stage with all orders that were canceled due to the "Incorrect phone" and came to the offer with identifier 23, you can use this script:

t:order_reason:1 o:offer_id:23

We strongly recommend that you ask our technical experts for advice on setting up automatic stages.

Personnel and team management

You can create an unlimited number of accounts of operators and employees of your company. Authorization is carried out by login and password using the main login form. Usually, employees are divided into teams with different levels of access and competencies.

Personnel management

Work with employee accounts is carried out in the section "Personnel management". Access to this section, as well as to other sections of the management of the company, have only users with the note "Company Administrator". The team leader also has access to the personnel management of his team.

With this section you can:

• Add employee accounts and manage their usernames and passwords.
• Configure internal phone numbers of employees associated with their SIP accounts.
• Block employee access to the company and its orders.
• Change employee's belonging to a team and his level of access to the interface (administrator only)

Team and access management

Teams are used to distinguish employee access to orders. If the employee does not belong to any team, he has full access to editing any orders of the company. Teams also define the behavior of the Big Green Button on the access level specified in them.

The teams have the following access settings:

• Call center. Defines access to orders in the "New", "Processing", "Call Back", "Hold" and "Cancel" statuses. Allows you to set several different modes of buttons. In the mode "Priority CC" button captures orders in the specified status. For example, with the classic setting "CC priority: new - call back", first the button will issue all available orders in the "New" status, and in the absence of them, issue orders in the "Call back" status. In the "Call Center: only new" mode and similar modes, the button captures only orders in the specified status. Access to editing in this case is provided to all orders in the call center status.
• Packing. Defines access to orders in the status of "Packaging". Used by teams responsible for packing packages and preparing for delivery to courier services. By default, read-only access is given. Additionally, you can give access to editing orders. Extended access also adds orders in this status to the Button.
• Sending. Specifies access to orders in the status of "Sending". Used by teams responsible for sending packages to courier services and specifying package tracking codes. By default, read-only access is given. Additionally, you can give access to editing orders. Extended access also adds orders in this status to the Button.
• Delivery. Defines access to orders in the "Delivery" and "Delivered" statuses. Used by teams monitoring the delivery of parcels. By default, read-only access is given. Additionally, you can give access to editing orders. Extended access also adds orders in this status to the Button.
• Offers. Defines a list of offers available for editing and Button operation. Orders in other offers are read-only and are not captured by the Button.
• Moderation. Allows you to edit orders with the same access level that the company administrator has. At the same time, access to company management and analytics is not provided.
• Operation mode. Defines how the team works with orders. The default is full access to the order list and the Button. In the call mode, the list of orders is hidden, the work is carried out only with the Button. In the mode of incoming calls orders are received automatically, no need to press a Button.
• Adding leads. Adds a manual lead creation form on the order list page. Available only in the classic operation mode, in the call mode and incoming calls mode is not available.

Payroll

Our CRM has a simple but very useful payroll tool for your call center specialists. This tool, by virtue of its simplicity, is not suitable for everyone, but in some cases, it allows you to automatically calculate the salaries of the call center employees. The setting of the payroll mechanism is performed in the general settings of the company or the settings of each individual team.

Зарплата сотрудника за период включает в себя следующие составляющие:

• Day shift - this amount is added to the salary for each day during which at least one order was processed during the period from 10:00 to 18:00 by the system time.
• Night shift - this amount is added to the salary for each day during which at least one order was processed during the period from 0:00 to 7:00 by the system time.
• Approved orders - this amount is charged for each order confirmed by the operator, regardless of its contents.
• Upsell - this amount is charged for each order confirmed by the operator, in which there was more than one unit of the main product. You can set a different charge depending on the number of basic goods in the order over one unit. Amounts are separated by commas. For example, specifying 50,70,100 when working in rubles, you will pay extra 50 rubles for an order of 2 units of goods, 70 rubles for 3 pieces, 100 rubles for 4 or more units of the main product in the order.

Salary is calculated without reference to any currency and is indicated by a simple number. You can interpret the specified amount at your discretion. The amount is displayed in the "Call Statistics" reports for team leaders and company administrators.

Integration with CRM

You can integrate your personal account with an existing CRM system or online store. There are several integration options that we can work with:

• Sending and checking orders from our side. If your CRM supports lead creation and lead status check via API, we can integrate on our part. New orders will be sent to your CRM every minute, check of the order status in processing will be held every 10 minutes, check of the order status on delivery - every day. Orders in the "Cancel", "Return" and "Paid" terminal statuses will not be checked. To implement this integration, your CRM must support such a lead creation function, which is implemented in one request and immediately returns the result of the work — the ID of the added lead or error. If you need a call for multiple functions or a request to add is put in a queue without issuing an ID, use the following integration option.
• Sending orders and transferring statuses via API. You can implement unloading orders and transfer us the status of their processing on your side. To do this, use our merchant API, which allow you to conveniently receive lists of new orders and send information about the status change with a postback request. This integration option is necessary for CRM, which do not work directly with the concept of a lead and operate separately with the concepts of contact, transaction, organization. Such CRMs include, for example, AMO CRM, 1C, VTiger, and others. Integration with them is realized on your side by your technical experts.
• External integration. Required if the entire process of receiving and processing an order is made on your side. For example, you provide an online store, online service, mobile application. In this case, your product should have two possibilities: save the visitor ID transmitted by us (a positive 32-bit integer number) and inform us about the user's actions with this identifier via postback. To configure such integrations, contact our specialists.