Which are the direct touchpoints in Vtiger CRM?
Touchpoints are categorized as direct or indirect based on the type of interaction with the customer. Touchpoints that establish a direct connection with the customers – Events, Phone Calls, Emails, and SMS – are displayed in the Activity section of a deal. Here are the direct touchpoints:
Events that are related to a deal and marked as Held or Not Held are recorded in the Activity section of the deal. Vtiger tracks events of types – Call, Meeting, and Onsite Meeting under the Activity section.
Emoticons can be attached to events marked as Held, to map a customer’s emotional journey.
Alerts on the upcoming and overdue activities on the deal are also displayed in the Activity section under the Up Next section.
2. Phone Calls
Deal-related Phone Calls with status set to Completed or Hangup are logged in the Activity section as touchpoints.
Emails that are sent to or received from a deal-related contact or organization are logged in the Activity section of the deal. Email sentiments are tracked automatically and an emoticon is displayed against the email update in the Activity section, depicting the emotional journey.
Messages sent to a deal’s contact via SMS are recorded in the deal’s Activity section, along with the SMS status – Dispatched, Delivered, and Failed.