Setup and customize your company profile

Let’s go ahead and setup your company profile. Keep in mind that as the account owner, you have access to all the features, such as editing and updating company information. 


1 - In the left navigation, click on “Profile” then “Edit Company”.


2 - Press the “Edit” button located on the top right of your company profile card. In this section fill in the following to customized your company profile.

  • Company information

  • Upload your company logo

  • Select your company CRM color scheme


3 - Setup you company wide “Do not call” states and/or province.*

* For illustrative purposes only. The "Do Not Call" list will vary per account.


4 - We understand that purchase orders and appointment setting numbering systems will differ with every company. Our custom PO (Purchase Order) # and AN (Appointment Number) # system allows you to preview your numbering system, so that you can start fresh or continue with your existing numbering system.



How to upload my first campaign

Creating a campaign is one of the most crucial part of managing, assessing and analyzing your staff and your data.


On the top navigation, click on “Campaigns” and then select “New Campaign”. 


Step 1:

Campaign Type

You will now need to select the type of campaign to create. In this first example we will start with a “Sales” campaign. 

Select “Start New”


Step 2: 

Configure

(*) Are required fields

* Name: Name of your campaign.

* Filename to upload: Upload a csv or xlsx file with your leads. 

* Rating: This number is your expected amount of sales or appointments for this campaign to reach a 5 star rating. 

Import duplicates: This feature allows you to override our built-in the deduping mechanism. 

Ignore DNC filters: You can override your company’s Do Not Call list by turning the feature on.  

Payments optional: This option allows you to submit sales with or without payment information. 

Lead cooldown time: You can set a specific amount of time, maximum of 7 days, that a customer and/or lead cannot be contacted. 


Press “Next” to go to the following step.


Step 3: 

Mapping

Leap reads each column header (turned on by default) and maps your .csv or .xlsx file and matches them to one of our preset fields. If one of your fields does not match or does not exist within our preset fields, you can set them manually or create a custom name.


Custom Name

To create a custom field, select “Custom” in the drop down box. Give it a name of your choice,  you’ve now created a custom field.

You have a maximum of 10 custom fields available.


Ignored field

You also have the option to disregard an entire column. In the drop down box, select the “Ignored” field and that column will not be mapped. 


Step 4: 

Result codes


Step 5:

Scripts

Scripts can be a tool to help representative read from when interacting with customers. Scripts can be detailing, spoken word for word by the representative in any given situation, or it can be as simple as a basic outline the representative can follow.


  • Creating a call script template

Below the script is the "Save As" button. Once clicked, you can save the script created, and can be uploaded to any future campaign.


Step 6: 

Finalize & Assign

You have reached the final stage of creating a campaign. It will begin the process of uploading your file and it will determine if any contacts are invalid. Once uploading is complete, you can assign the campaign to any room and/or representative you wish to work on. 

  • Creating a campaign template.

You can save the entire process of your campaign create as a template for future reference. 



Brief overview of caller mode

The Caller Mode view is where your outbound and/or inbound call representatives will spend most of their time throughout the day, so we’ve designed this page to be the most efficient and user friendly as possible.  

We’ll be breaking up the explanation into different sections to get a better understanding. 


1 - Customer Information

The “Customer” information displays the customer basic contact information. Each of the fields are editable with the exception of the “Home phone”.


You can click the “Map” icon to view their geolocation for better routing options.


The “Payment” box allows your representatives to take the customers payment type. 


With multiple credit card types, we give you the ability to reorder the credit card information in the sequence that you want.


Simply drag the credit card boxes to the desired order then press “Reorder”. In this example, I’ve dragged the “Credit card 1” box below “Credit Card 2”. “Credit card 2” is now the main credit card.

2 - Scripts

Using a call script with multiples\ rebuttals greatly increases your agents opportunity in closing or retaining a customer. This is also a great tool when onboarding new employees or agents start a new sales campaign.  It’s as easy as clicking on one of the possible questions and it displays the best answer(s).


3 - Products

Add as many different types of products and/or services to your customer.


4 - Comments

More often than not, customers will have a special request that is not always part of your product or services list. Your agents can add their comments in the comment box to never lose track out of key comments.



5 - Customer History

This part of the “Caller Mode” tracks this customer history with your company. We give you a quick view of this customers.


How do I make a sale or appointment?

Making a sale or appointment requires you to first be on a campaign. You can easily view your current campaign  by simply looking at area below your name in the left navigation. 

In my case, the campaign I will be working on is called “Your First Sales Campaign”.


Sales Campaign 

Step 1: Click on Caller Mode 

Step 2: There are basic field requirements before submitting a sale: 

  • Customer full name

  • Address

  • Country

  • Phone number

  • Payment information

If you have not filled out any of the required areas, they will be indicated in red and you will not be able to submit your sale. 


Similarly in “Payment”, our systems has a integrated credit card validation system. 


1 - “Credit Card #” is in red; this means the credit card number is invalid.

 

2 - Red box; one of the numbers inside the box is either missing or incorrect. 

3 - Invalid expiration date

4 - Invalid CVV


Step 3: Press “Sold” result code, this step pops up the sale information overview and price confirmation. You can still make changes on this overlay before submitting a sale. Once all the required fields have been inputted, the “Submit” button will no longer be greyed out.
Note: Make sure that the “Products” total sum is the same as the “Payment” total, otherwise you will not be able to submit your sale.


How do I start dialing?

Let’s start by familiarizing ourselves with the built-in dial pad. On the top right hand side, clicking this icon  will open up the dialer pad.

You can manually dial using the UI number pad or you can use your computer keyboard.


There are (3) buttons below the dial pad. 

The number pad button will toggle to the number pad.
The call history button will show your complete call history for this session.
The voicemail button will grant access to any voicemail created.