StayInContact How-to Guide

Introduction

StayInContact is an omni-channel communications platform that drives, enhances and elevates personal business conversations between your prospects and clients and your entire team.

With StayInContact, get all your conversations in one place, in real-time, with updates and notifications so everyone can follow the conversation. New and recent conversations are always available on all devices. Track all conversations across multiple channels with everyone on your team. Mobile apps let you quickly respond from anywhere in the world, via your local phone number.

Many channels. One view. Across your entire team. Tag, Filter and Sort your conversations to promote and engage with all your customers and prospects or just the ones that matter to you

Applications - Web & Mobile

The StayInContact web application is an extremely powerful next generation CRM that directly interfaces with your existing contact database, and brings those contacts into the multi-channel, multi-user StayInContact environment. The web application is loaded with the full suite of tools you’ve come to expect from a cutting edge CRM & communication tool:

Lead & client management
Multi-channel communication
Event calendaring
Notifications

The web application is best suited for overall management and organization of your contacts. The larger interface is more conducive to the administration of the entire system, and its optimized for certain tasks:

New lead followup
Lead assignment
Lead organization - reporting, grouping, and filtering
Appointment booking

The StayInContact mobile application harnesses the power of the fundamental communication tools found within the StayInContact Web application. Here you will see a streamlined communication tool optimized for interacting with contacts while ‘on-the-go’. The Mobile features the New/Recent conversation tracking and contact communicator, bringing you all of the same communication channels found on the WebApp - SMS, Email & Voice.

Users

The StayInContact system offers three distinct user roles, and can be deployed to match the specific needs of the team. The user roles are as follows:

CRM Admin
CRM User
CRM Viewer

CRM Admin - This is the highest user level, and grants the user access to all components of the system, and allows access to view and interact with all contacts.

CRM User - This level also grants access to all components of the system, however this user is limited to only viewing and interacting with only those contacts to which they are explicitly assigned as either a primary user or a follower.

CRM Viewer - A limited access user role, with limited system functionality, and limited to viewing only those contacts to which they are explicitly assigned as either a primary user or a follower.

Notifications

Notifications are crucial to staying in contact with your leads, whether you're working at your PC or when you’re on the go. With our attention pulled in every direction, and the multitasking required to get through the day, it's imperative that our notifications reach us the instant a lead sends us a message. With smart notifications, the StayInContact system will alert you if you’re logged to the web application on your PC, or on your mobile device.

The notification system works in tandem with the user assignment system. New message alerts (voice, sms or email) are displayed for a particular contacts owner, and any followers that may be assigned. Voice calls are specifically routed to the user account that is associated with the inbound StayInContact phone number, and will ring to both web application (if user is currently logged in), and mobile app to be answered by whichever is more convenient for the user.

New / Recent

The New / Recent communication tracking system is one of the flagship elements of the StayInContact system, as it will help you to stay on top of your contacts ensuring that no communication goes unanswered. It does this by listing all active communications (inbound & outbound) in an easy-to-navigate panel, in chronological order, from newest to oldest. This provides a quick and easy way to see all the latest communications, including those from other members of your team (provided you have the appropriate user level).

The New / Recent also offers the ability to apply quick filters to further drill down to see what you are interested in. You can view just inbound, or just outbound communications, as well as filter by communication channel (voice, sms, email, etc.)

Communicator

The Communicator portal is one of the most important elements of the StayInContact system. Here you will find all of your communication channels funneled into one easy to navigate centralized location. It is this focus on direct conversations that sets StayInContact apart.

The StayInContact Communicator display works in conjunction with either your new / recent filter, or general contacts/group displays.

The Communicator display is quite simple - all inbound communications will be color coded blue and aligned to the left hand side of the display, and all outbound communications will be color coded green and aligned to the right hand side of the display. In addition to displaying the message content (sms & email), you will also see the important metadata - date and time, phone number, email address, and in the case of a multi-user environment, which user sent the communication. This display also has the ability to filter based on specific communication channels.

Contacts

A contact within the StayInContact system will have a number of associated attributes.  First and foremost, being the Communicator display, with a full history of all inbound and outbound communications from all available channels.  In addition to the communications, every contact will have a Contact information tab, a notes tab, and an Events tab - all of the essential tools required for contact management.

Contact information tab - The contact information tab is where you will find all of the contact details for any given contact in your database.   By default, your contact will already be synchronized with EngageCE, and will be populated with the essential information - Name, phone number and email address.  The system will also allow users to create custom data fields to suit their needs.  The Contact information tab also the location for setting lead ownership, and lead followers, which are critical for determining lead visibility and notifications.

Notes tab - The notes tab will allow users to record any pertinent information regarding the lead.  Notes are displayed in descending order - newest to oldest.   Users have the option to create a ‘private note’ visible only to the creating user, as well as the ability to ‘pin’ a note, which will lock that particular note at the top of all other notes, regardless of the create date.

Events tab - The events tab is your portal to creating and maintaining calendar events for any given lead.  The easy to navigate system allows you to quickly create any event, including call backs and appointments, and assign to any member of your team.

Calendar

The StayInContact calendar solution has been custom designed for CRM integration. With all of the features you’d expect from a premier calendar, the SiC calendar allows you to easily manage all followup and appointment activity no matter the team size.

Dashboard

The StayInContact dashboard presents you with quick access and filters to the most important and commonly used features.

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