Zoho CRM Integration with Yonyx

Zoho CRM Integration with Yonyx Interactive Decision Trees

The integration of Yonyx platform and Zoho CRM allows users to access call scripts embedded within decision trees directly within Zoho CRM. This integration is provided as a software package that can be installed and configured. Yonyx Interactive decision trees are utilized to provide guidance to call center agents working with CRM systems such as Salesforce, Zoho, or Zendesk.
The Yonyx Platform is extensively employed by inside sales, technical support, and customer service organizations, providing a range of advantages, including:

  • Improve performance across your Inside Sales team.
  • Improve customer satisfaction (CSAT) across your customer service operations.
  • Improve first call resolution (FCR) across your technical support organization.

This article focuses on exploring the enhanced performance achieved by inside sales organizations through the integration of Yonyx interacive decision trees with Zoho CRM. Yonyx platform is utilized to establish a well-defined decision tree that outlines the sales process. Inside Sales Agents can effortlessly access this process through an interactive call script seamlessly integrated within Zoho CRM. Here are several notable features of the Yonyx Zoho CRM Integration:

Interactive Call Script:

Yonyx Zoho CRM Integration enables provision of an interactive call script directly within Zoho CRM. This script empowers agents to adhere to a meticulously crafted sales process established by subject matter experts. It  also equips agents with the necessary tools to effectively address objections. Agents can use prepared rebuttals, gather customer data, automatically assess lead quality, and achieve successful sales closures.

Interactive call scripts creating with Yonyx decision tree platform can be accessed embedded with Zoho CRM

Dynamic Script Selection:

Yonyx interactive call scripts leverage a formula field within Zoho CRM to automatically determine the suitable call script for an agent, based on the call type. This functionality ensures that agents are provided with the most pertinent script based on the call type. With help of this script selection, agents are empowered to deliver personalized and impactful sales interactions.

Yonyx decision tree based interactive call script shown to an Agent within Zoho CRM is chosen based on value of a CRM field.

Read from Zoho CRM into Yonyx Placeholders:

Yonyx Authors have the capability to create placeholders that serve as variables for storing information. These placeholders are designed to capture data from specific fields of Zoho CRM objects. Such data may include Personal Information, Demographics, and Behavioral data. Relevant data from selected Zoho CRM fields is populated into the corresponding Yonyx placeholders on demand.

By integrating this functionality, agents gain access to customer data within the interactive call script. This significantly enhances their capacity to personalize interactions, and deliver a tailored and impactful sales experience. This integration can read data from various Zoho CRM objects, including Lead, Opportunity, Contact etc.

Zoho Configuration

Zoho CRM Integration with Yonyx can call 3rd Party APIs & Web Services.

Authors can invoke third-party APIs from any guidance step within an interactive call script. This feature empowers agents to interact with external systems directly within the script flow. Placeholder values are passed as parameters in the API calls, and the resulting outcomes are captured.

Inside sales agents can utilize this data within the call script to deliver personalized information to customers. Agents can also offer more pertinent product recommendations, significantly improving the effectiveness of their sales interactions. This ensures that agents have immediate access to the essential information required to address customer needs, overcome objections, and drive successful sales outcomes.

Yonyx Interactive decision trees empower call center agents to have immediate access to essential information by utilizing APIs to retrieve such information from any step within the decision tree.

Placeholder Data Manipulation:

Inside sales agents who utilize interactive call scripts can leverage computed values during their conversations. This is possible due to Yonyx Platform’s extensive support of data manipulation operations. This includes mathematical calculations, string manipulation, number format and date-related operations. This dynamically calculated information enhances their ability to engage with customers effectively.

By utilizing computed values, inside sales agents can confidently communicate statements such as these:

“The real estate commission for this sale is $7,243”

“The estimated cost, including 8.25% sales tax, is approximately $2,145”

The Yonyx Platform also provides support for date-related operations within call scripts. Date operations eliminate the need for agents to perform such calculations themselves. For instance, the system can automatically determine the estimated date of delivery or emphasize time-sensitive offers – e.g.

“Based on your date of birth, you will qualify for Medicare in 2 years, 3 months, and 5 days from today. If you wish, I can make a note in our system to contact you and discuss Medicare supplements!”

Data manipulation thus provides inside sales agents to deliver accurate, personalized, and relevant information to customers. This facilitates more effective sales interactions, and successful sales outcomes.

Yonyx Interactive Call Scripts support personalizing information by manipulating data captured in Placeholders through math, string and date functions.
Yonyx Interactive Call Scripts support auto-traverse logic conditions. These conditions help agents streamline the call process, bypassing unnecessary steps and focusing on the most relevant information for each unique customer interaction.

Placeholder Auto-Traverse Conditions:

Yonyx Platform supports adding logic conditions based on Placeholder values. If a logic condition is met, agents automatically skip to a specific step within an interactive call script. These conditions include comparison of Placeholder values with a value. Comparisons such as greater than, lesser than, equal to, contains are all supported.

For instance, if a customer’s debt-to-income ratio surpasses 40%, the call script can skip directly to

“Apologies, but according to the information you provided, you do not meet the requirements for this loan!”

This ensures that agents can address the customer’s eligibility status while avoiding unnecessary steps.

By utilizing such logic conditions, Authors can optimize the call process by eliminating unnecessary steps. The script presents the most pertinent information for each individual customer interaction. This improves efficiency and enhances the outcome.

Zoho CRM Integration with Yonyx supports Data Capture Forms:

Authors can add data capture elements like text boxes, drop-downs, checkboxes, radio buttons in every step. Each of these elements captures data in a corresponding Yonyx Placeholder. Each Yonyx Placeholder corresponds to a field in Zoho CRM. The data captured through these forms updates Zoho CRM fields. 

Agents thus directly capture crucial customer data within the sales process, guaranteeing that no vital information is overlooked. Leveraging the context of the customer interaction, unnecessary data capture is avoided. This helps streamline sales process while minimizing potential for errors.

For instance, if a customer’s debt-to-income ratio is below 25%, don’t ask about student loans. With Zoho CRM integration, the call script can dynamically adjust based on the captured data. It therefore bypasses irrelevant questions. The focus is to concentrating on gathering the required information. This increases efficiency, reduces customer frustration, and hones conversations to individual circumstances.

Data Captured in any step of a Yonyx Interactive Decision Tree can update corresponding field in Zoho CRM

Incident Transcript with Reference ID:

Navigation through a Yonyx decision tree involves steps based on chosen options. Data may be captured in some steps. Some steps may be skipped automatically based on predefined logic conditions. Throughout this interactive navigation, a detailed log of the agent’s journey is recorded. This log, called an incident, provides a detailed record of an agent’s progression.

An incident captures every step the agent undertakes within the decision tree. It offers a chronological overview of their advancement. It includes the data collected, and the time spent at each step. This incident serves as a comprehensive documentation of the agent’s journey through the decision tree. 

To ensure smooth integration with Zoho CRM, this journey log is automatically stored in a designated field within the Zoho CRM. By housing this information within Zoho CRM, it becomes readily accessible and can be utilized for additional analysis, reporting, and tracking requirements. This integration facilitates a unified perspective of the call center agent’s interactions, merging the capabilities of the Yonyx decision tree with the data management and analysis tools offered by Zoho CRM.

Yonyx also performs automatic mapping of each incident transcript to a customizable Reference ID within Zoho CRM. This Reference ID acts as a distinctive identifier, such as a Lead-ID or Opportunity ID.

By establishing a connection between the customer journey data captured in Yonyx and the corresponding records in Zoho CRM, this process ensures data consistency and precision. It eliminates the need for manual data entry, minimizing the likelihood of errors or inconsistencies. Additionally, this integration enables advanced analytics and reporting capabilities by merging the Yonyx Incident data with the data captured in Zoho CRM, providing a comprehensive and unified dataset for analysis and insights.

Yonyx Interactive Decision Tree platform records a detailed log of all the steps traversed by a call center agent, including the data captured, and the time spent at each step.

Zoho CRM Integration with Yonyx Supports Customer Incident History:

To ensure thorough record-keeping, Yonyx captures and stores all incidents associated with the Zoho CRM object (such as Lead or Opportunity) linked to a particular customer, even when multiple calls have taken place. This inclusive approach encompasses interactions conducted by all call center agents who interacted with the customer, ensuring that a comprehensive history is maintained for each customer within the CRM system.

Prior to each subsequent call with a customer, agents can access a complete overview of the history of incident transcripts associated with that customer. This comprehensive review contains essential details, including the agent’s name, the date and time of the last interaction, the name of the interactive decision tree traversed during each interaction, and the total number of steps taken within the decision tree.

With access to this historical data, agents can acquire valuable context and insights into past interactions with the customer. This enables them to comprehend the progress achieved, the topics addressed, and the path followed through the decision tree in previous incidents.

By simply clicking on the corresponding link for any previous transcript, the call center agent gains access to the entire record of that specific incident. This feature enables agents to review past interactions, grasp prior issues or conversations, and offer more customized and knowledgeable assistance during the ongoing call.

Yonyx Zoho CRM Integration displays a history of each customer interaction by any call center agent within a CRM field.

This comprehensive recording of past interactions enables agents to deliver a seamless customer experience by building upon them, fostering continuity, and ensuring that customer inquiries are handled efficiently and effectively.

Resume Incident:

An agent has the option to initiate a decision tree-based interactive call script from the beginning or “Resume” from any step of a prior incident associated with the same Zoho CRM object (such as a Lead or Opportunity). When an agent chooses to resume a journey from a particular step in a previous incident, a new incident is generated. This new incident inherits data extracted from the Zoho CRM fields and any data collected or modified during the journey in the preceding incident, up to the step where the “Resume” journey commenced.

Through data inheritance, the new incident enables the agent to proceed with the interactive call script from the point of resumption. This grants the agent access to all pertinent information and context acquired during the previous incident, ensuring continuity and better customer experience. This capability proves especially valuable when, for example, the agent needs to…

  1. Continue a customer interaction that was halted due to a disconnected call.
  2. Pick up where the customer interaction left off, allowing the agent to assist the customer further once the necessary information has been retrieved, such as checking the date of the last payment made.
  3. Proceed with a customer interaction that was put on hold pending feedback from a third party, such as obtaining an education background check report or criminal background check report.
Yonyx interactive decision tree platform supports the ability to resume from any intermediate step of a previous journey.

Capture Agent Feedback from within Zoho CRM:

If an agent comes across an error or an unhandled scenario in the interactive call script, they have the option to offer context-specific feedback to the author. This feedback is promptly dispatched via email to the author, or to multiple co-authors if applicable. The email comprises the transcript of the incident and clearly indicates the step in the journey where the agent encountered the problem and provided feedback.

Furthermore, the feedback triggers the creation of a ticket, referred to as a Task, within the integrated ticketing system of the Yonyx platform. This Task is automatically assigned to the Author (or multiple Co-Authors, if applicable) for examination. The Author can conveniently access the roster of open tasks, obtaining a thorough understanding of the context behind each feedback. They have the ability to append notes to the task, explaining how the issue was resolved, and mark it as “Resolved” once the matter has been addressed.

By adhering to this procedure, Authors can proficiently update the interactive decision trees in accordance with evolving sales processes. This approach facilitates a collaborative method for refining and improving the call script, guaranteeing its relevance and alignment with the dynamic demands of the sales process.

Call Center Agents using Yonyx Interactive Decision trees with Zoho CRM, can provide feedback to Author from any step in the call script.

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