Prevent Overlapping Customer Communications
gathering votes
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Jeron Pruitt
same as it shows you if someone is typing in text or email, should have a notification of someone in a call to prevent agents from double/triple calling at same time.
Shawn Goebel
Merged in a post:
Customer Card - Show Active Typing in the Activity Tab
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Devin Holmquist
I would like the typing notification(bubble with 3 dots) that is in the conversation tab also in the activity tab. That way no matter what tab you are in when you are typing others know that it is in process so you do not have multiple replies. Example would be a sales person in the conversation tab and a manager in the activity tab would hit reply and both send a message and neither knew the other was typing.
Michele McCoy
Merged in a post:
"Stepping On Each Other's Toes" Prevention
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Alfonso Lopez
Don't know how else to word this title, but it would be a mix of a few smaller things to help prevent overlaps in conversation and confusing customers which happens on a daily basis here.
Adding something like little icons over the most recent text message in a thread to show who has read it and it shows a small icon of their profile picture next to the message, and you can hover over the icon or click on it on mobile to see the name of the salesperson that read that message the customer sent. Maybe a little green ring around the profile icon if they are actively in the message thread reading the message. Same thing for emails.
Make it so if someone actively calling out to a customer another salesperson cannot hit the call button to call the customer. Make like a message saying "x is currently reaching out to the customer, please try again later".
A "x is typing..." indicator so we are not stepping on one another's toes when trying to work leads. Several times a day it happens where me and 2 other BDC agents are writing a response to the same customer at the same time and it becomes confusing for the customer.
Shelby Parker
Hello Alfonso Lopez! I have a few more questions for you:
- Can you provide more details on how often these overlaps occur and how they impact your workflow?
- Are there any other features you think could help prevent overlaps in conversation?
- How would you prioritize these features in terms of importance for your daily operations?
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Josh Robicheaux
Maybe stop the clock when you call from the lead and show call in process
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Jim Thomas
This is so annoying!!! There is another issue with this in addition to the double/triple call!!
Lets say I call my customer 4m after the lead is assigned to me. If I'm on the call TALKING WITH THEM... and we have a conversation that lasts more than 6m... the deal will go "Up for Grabs" due to lack of engagement.
That is a major and CRITICAL design flaw in the Drive Centric CRM.
I shouldn't be punished for actually talking with my lead.
It needs to log the outbound call immediately, stop the clock and then allow for notes/result upon close.
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Jacob Coleman
gathering votes
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Jacob Coleman
Hi Jeron, thanks for the feature request! We'll continue to monitor this for feedback, and you'll receive any updates automatically.
Shelby Parker
Hiya Jeron Pruitt, thanks for this post! I have a few more questions for you:
- Can you provide more details on how you envision the notification system for active calls working?
- What information would you like to see in the notification about the ongoing call?
- Would you like this feature to be enabled for all users or should it be customizable?
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Robert Cox
Shelby Parker Hey Shelby,
I don't know how OP's system is set up, but if we get a new lead and are on the phone with that person for a while, the system will automatically make the lead available for someone else to grab because we haven't "completed" the task in time. Maybe if someone were to click the "Call" button there could be a popup notification showing someone has already called recently (within the last 10 minutes or something) or just have the lead timer turn off once we click the "Call" button
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Jeron Pruitt
Shelby Parker Make it where if the client in engaged on a phone call, it is unable to be called by anyone else until complete, maybe the phone number could change colors to indicate this, perhaps yellow for current call, green could mean open, red could mean a call longer than 5 minutes is taking place. Should be enabled for all users.
Shawn Goebel
Devin Holmquist Thank you for the feature request! I am going to merge this one with another feature request that relates to this so when we revisit the Customer Card, we can look at all the related requests! Thank you again!