How to properly configure speech modules?

In the previous post, we analyzed why, when working with customers, a well-written script and a sales manager alone are not enough. A business tool is needed that will automate routine processes and eliminate errors caused by the human factor. Today you will learn how to properly configure speech modules.

Problem

Large companies have various strategies that can adapt to a certain type of customer, product, stage, etc. Therefore, it is important for a sales manager not to get confused in all the data and to quickly find the answer or question they need. It is also worth remembering HR specialists, who may use scripts when hiring employees.

But the head of the sales department does not always have the ability to change or implement new strategies and scripts. In many organizations, they have to contact a programmer or print out the necessary script and distribute it to employees.

Solution

Such problems should be solved by structuring information. For example, in “Forma”, before starting a conversation with a customer, you need to choose a strategy. If it needs to be created or changed, in the “Scripts” section you need to click the “Add strategy” or “Edit strategy” button. After that, you can add its name and description.

After selecting the desired strategy, you will see several options:

• record a new question from the manager/customer,
• change an existing question from the manager/customer,
• add a new answer to a question from the manager/customer,
• change the answer to a question,
• delete any of the above actions.

All this simplifies the work of the manager or another authorized employee who can perform these functions without resorting to the help of a developer. And the sales manager or HR specialist will easily find the necessary questions or answers right during the conversation!

For table lovers, there are special blocks where all questions/answers/strategies are collected together.

Practical task

If you want not only to read about our functionality, but also to try it out, message us in direct! Our manager will give you access to practical tasks, which you will complete step by step, thereby mastering this section.

Tell us whether you have ever used scripts or needed them.