How it Works
CRM Workflow
Your CRM is the central brain, and 2X Solutions is the Voice AI-powered assistant making the calls. Your CRM sends customer information (like lead details) to the 2X Solutions platform, and after the AI completes a call, it sends feedback back to your CRM. This feedback triggers the CRM what to do next, just like a person would do when inputting information to trigger the next step in your workflows.
Enhance Customer Interactions with Voice AI
1. CRM Sends Customer Information to 2X Solutions:
- The CRM identifies leads/customers that need to be contacted and sends their details (name, phone number, and any other information) to the 2x Solutions platform via an API.
- The CRM will specify the AGENT on the 2X platform to use which tells us what the AI should do, such as use a specific script, gather information and/or leave a specific voicemail.
2. 2X Solutions Makes the Call:
- The AI acts on the instructions received from the CRM.
- During the call, the AI may interact with the customer, note their responses, leave a voice mail and update your CRM with the outcome.
3. 2X Solutions Sends Feedback to CRM:
- After the AI completes the task, it sends feedback to your CRM via a webhook. This feedback might include:
- Call Status: Successful transfer, no answer, voicemail left, etc
- Customer Response: Interested, not interested, requested a callback, etc.
- Next Action: Based on the customer’s response, the AI will inform the CRM of end result (e.g., schedule a callback, unsubscribe, mark as not interested).
4. CRM Triggers the Next Step in the Workflow:
- The CRM processes the feedback from 2X Solutions and determines the next step in the workflow.
- For example, if the AI reports that the customer requested a callback, your CRM will schedule it and send the call back to 2X Solutions at the appropriate time.
How to best handle customer interactions?
Setup Details
API / Webhook Integration
Set up the API to allow the CRM to push lead and agent details to 2X Solutions and receive feedback after each interaction.
Define Triggers
In the CRM, define triggers based on the feedback from 2X Solutions. These triggers will automate the next steps, like scheduling a follow-up or updating the lead status. This should follow the same workflows you already have.
Workflow Testing
Map out the customer journey and ensure each possible outcome from 2X Solutions has a corresponding next step in the workflow along with proper agent assignments.
By following this process, the CRM will effectively manage the flow of lead information and ensure that 2x Solutions handles each step just like a human would, with feedback looping back into the system to guide the next actions.
Implementation
Telecom Setup
2X will secure the necessary phone lines, and program all callback numbers properly back to your business. These numbers will seamlessly integrated the 2X AI platform to your businesses sales queue.
CRM Integration
2X will help seamlessly connect the 2X platform with your CRM through robust APIs and webhooks to enable real-time, two-way communication. This ensures that customer data, call outcomes, and lead interactions are automatically synced between the platforms.
AI Knowledge Hub
2X will create a tailored AI model specifically designed for your business. This involves training the AI to understand your unique processes, customer interactions, and workflow requirements. All training data, including key business insights and custom scripts, will be securely stored for continuous learning and refinement.
Testing and Dashboard Overview
Finally, we will provide training on your 2X back-office dashboard and test the telecom setup, scripts, and integrations to ensure a smooth launch.
CRM-hybrid Workflow Table
This is the quickest and most efficient method to create a comprehensive call workflow on the 2X Solutions platform. It functions as if your CRM is fully integrated, with real-time information seamlessly flowing between your CRM and our platform.
You can easily integrate portions of your customer information into our CRM-less workflow table. From there, we manage your customer interactions based on a predefined workflow designed on the 2X Solutions platform.
1. Upload Customer Information:
When a lead submits their information through your web form, your company will send the contact details (such as names, phone numbers, and other required information) to your CRM. An API will then transmit that information to the 2X Solutions table, ensuring your CRM remains the central repository for all customer data throughout the workflow process managed by 2X Solutions.
2. Create your Workflow on the 2X Table:
- We will help set up a custom workflow within the 2x Solutions platform for your company. For example:
- Day 1: Two calls are made to each customer with the second call leaving a voice mail if the customer does not pick up.
- Day 2: No calls (skip a day).
- Day 3: Two calls are made, with the last call leaving a voicemail if the customer does not pick up.
- Day 4: No calls (skip a day).
- Day 5: One final call is made.
- You will provide specific scripts for each interaction, which will include what you want communicated if the customer answers and any voicemail message to leave.
3. Set Business Hours:
- Your company will select the business hours during which the calls should be made. 2X Solutions will only run the program within these specified hours to ensure regulatory compliance and customer convenience.
4. Execution of the Workflow:
- The 2X Solutions platform automatically follows the programmed workflow, making calls, leaving voicemails, and logging outcomes based on the uploaded customer data. The 2X platform will automatically halt calls where the caller expresses; they had no further interest, asked to be unsubscribed, a wrong number, etc. This outcome information will also be available to your CRM either immediately through a webhook or at the end of the workflow.
- The platform handles all aspects of the calls, ensuring that the workflow is executed precisely as defined.
5. Receiving Call Information
- After calls are completed, all interaction details (such as call outcomes; unsubscribe, not interested, call transferred, voice mail, etc.) are logged for your CRM via a webhook and also available to view in your 2X dashboard.
- Your company can access this information in one of two ways:
- Download Reports: Your company can download detailed customer information directly from the 2X Solutions platform to your CRM, containing all the call information and outcomes. Your company can download detailed customer information directly from the 2X Solutions platform to your CRM, containing all the call information and outcomes.
- Webhook Integration: Alternatively, your company can set up a webhook to receive real-time updates as soon as calls are completed. This allows you to automatically pull the information into other systems if needed.
Implementation
Telecom Setup
2X will secure the necessary phone lines, and program all callback numbers properly back to your business. These numbers will seamlessly integrated the 2X AI platform to your businesses sales queue.
CRM Integration
2X will help seamlessly connect the 2X platform with your CRM through robust APIs and webhooks to enable real-time, two-way communication. This ensures that customer data, call outcomes, and lead interactions are automatically synced between the platforms.
Workflow and Scripts
2X will design a customized multi-day workflow to ensure optimal timing and frequency for contacting leads. Each step will include carefully crafted scripts tailored to your specific audience, ensuring the right messaging for every call and voicemail.
AI Knowledge Hub
2X will create a tailored AI model specifically designed for your business. This involves training the AI to understand your unique processes, customer interactions, and workflow requirements. All training data, including key business insights and custom scripts, will be securely stored for continuous learning and refinement.
Testing and Dashboard Overview
Finally, we will provide training on your 2X back-office dashboard and test the telecom setup, scripts, and integrations to ensure a smooth launch.
This setup provides a flexible, easy-to-manage solution for running automated customer engagement campaigns without the need for a full CRM integration, while still offering the ability to receive customer data and run basis workflows within the 2X platform.
CRM-less Workflow Table
Instead of integrating 2X Solutions directly to your CRM, you can upload your customer information into our CRM-less workflow table within the 2X Solutions platform. From there, we can handle all customer interactions according to a predefined workflow.
1. Upload Customer Information:
- Your company provides a list of customers by uploading their information (such as names, phone numbers, and other required details) into a designated table
within the 2x Solutions platform. - This table serves as the central database for all customer interactions.
2. Define the Workflow:
- You will set up a custom workflow within the 2x Solutions platform. For example:
- Day 1: Two calls are made to each customer with the second call leaving a voice mail if the customer does not pick up.
- Day 2: No calls (skip a day).
- Day 3: Two calls are made, with the last call leaving a voicemail if the customer does not pick up.
- Day 4: No calls (skip a day).
- Day 5: One final call is made.
- You will provide specific scripts for each interaction, which include what to say if the customer answers and any voicemail message to leave.
3. Set Business Hours:
- Your company will select the business hours during which the calls should be made. 2X Solutions will only run the program within these specified hours to ensure compliance and customer convenience.
4. Execution of the Workflow:
- The 2X Solutions platform automatically follows the programmed workflow, making calls, leaving voicemails, and logging outcomes based on the uploaded customer data. The 2X platform will automatically halt calls where the caller expressed they had no further interest, asked to be unsubscribed, wrong number, etc. This outcome information will also be available to your CRM.
- The platform handles all aspects of the calls, ensuring that the workflow is executed precisely as defined.
5. Receiving Call Information:
- After calls are made, all interaction details (such as call outcomes like unsubscribe, not interested, call transferred, call back later, voice mail and other customer responses) are logged.
- Your company can access this information in one of two ways:
- Download Reports: Your company can download detailed reports directly from the 2X Solutions platform, containing all the call information and outcomes.
- Webhook Integration: Alternatively, your company can set up a webhook to receive real-time updates as soon as calls are completed. This allows you to automatically pull the information into other systems if needed.
6. No CRM Connection Needed:
- Your company doesn’t need to connect your CRM to use this service. Everything is managed within the 2X Solutions platform, making it straightforward and easy to manage.
Implementation
Telecom Setup
2X will secure the necessary phone lines, and program all callback numbers properly back to your business. These numbers will seamlessly integrated the 2X AI platform to your businesses sales queue.
Workflow and Scripts
2X will design a customized multi-day workflow to ensure optimal timing and frequency for contacting leads. Each step will include carefully crafted scripts tailored to your specific audience, ensuring the right messaging for every call and voicemail.
AI Knowledge Hub
2X will create a tailored AI model specifically designed for your business. This involves training the AI to understand your unique processes, customer interactions, and workflow requirements. All training data, including key business insights and custom scripts, will be securely stored for continuous learning and refinement.
Testing and Dashboard Overview
Finally, we will provide training on your 2X back-office dashboard and test the telecom setup, scripts, and integrations to ensure a smooth launch.
This setup provides a flexible, easy-to-manage solution for running automated customer engagement campaigns without the need for a full CRM integration, while still offering the ability to receive customer data and run basis workflows within the 2X platform.
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