Altegio and Cloud PBX Integration
Altegio is a solution for companies in the service industry: beauty salons, barbershops, yoga studios, dance schools, etc. It allows you to visualize work processes — maintain a customer database, make online appointments, remind about planned visits, launch and coordinate loyalty programs.
By integrating Altegio with Cloud PBX, you will improve the quality of your customer support over the phone. Right at the moment of a conversation you will be able to schedule a new visit, add a first-time caller to the database or greet a regular customer by name, having opened their personal card with the calls and visits history.
If you have not yet integrated Altegio with your Cloud PBX, study the integration instructions and set it up right now.
Integration Сapabilities
1. Pop-Up Card With Customer Details
To see pop-up notifications, go to a specific branch. When a customer calls from an unknown number, you will see a pop-up window in the lower left corner with a phone number and the option to create a contact or make an appointment for a specific time.
Please note
You may have several tabs open throughout the day. On the Altegio tab, the amount of unprocessed incoming calls will be highlighted in red and white. You won't miss a single customer.For the call from an unknown number you can do one of two actions by simply clicking on the required line in the tooltip:
Make an appointment for the customer for a specific date (massage session, visit to a specialist, training, etc.). In the card you can immediately record the caller's contact information, service type, duration, etc. The appointment will be saved in the calendar.
Add a client to the database. When filling in a personal card, among other things, you can specify the caller's category (VIP, Loyal, Regular) and importance (Bronze, Silver, Gold), etc. The contact will be saved in the Clients section.
For the call from a customer who is already in the database
In the pop-up card, you will see the caller's first name, last name and phone number. You will be able to greet them by name right away, as well as create a visit and register the customer for an event or open the customer card to find out about their status in the company, personal discounts, etc.
2. Call Recording
There are two ways to listen to a saved call recording: from a customer’s personal card and in the general call history.
1. From a сustomer’s personal card
If you are interested in a specific customer, select Chain and go to the Clients section. In the search bar, enter the first or last name. Click the Show button.
Click the name in the table. You will be taken to the customer’s personal card. Select Visit history.
The customer's visits are presented in a table. Each date is clickable.
After selecting the required date you will be taken to the detailed visit record card saved in the calendar. In the menu on the left go to Messages and calls.
Open the Call history tab. You will be taken to the page where in the table there will be the dates of the calls, their duration and a link to the conversation recording.
2. From the general call history
You can also listen to the conversation recording in the Overview — Calls section. Select the required number and click the link in the last column.
In both cases the recording will open in a new window, with the player in the center.
By clicking the three vertical dots you can adjust the recording playback speed or download it.
Please note: in your Cloud PBX records of incoming calls will be duplicated in History, in the External calls section.
Additional Recommendations
The Altegio and Cloud PBX integration helps to make communication by phone between your customers and your company more comfortable:
1. Enable call recording to monitor the quality of administrators’ and managers’ work.
2. If a customer have been waiting on the line for a long time, offer them to request a callback. In this case the caller will keep their position in the queue and, as soon as one of the department employees is available, Cloud PBX will first call the employee, and then the customer.
3. Sometimes administrators don't have time to answer a call. To prevent a customer from going to your competitors, set up missed call notifications via SMS, email or Telegram, then you can quickly return a missed call. Or, try to get the customer back by sending them an SMS apology and a message that your first available manager will contact them as soon as possible.
4. For new customers, set up a welcome SMS with the manager's contacts and the salon address. As a rule, this increases loyalty and helps the customer not to lose your company contacts.
5. Set up a voice greeting and a ringback tone.