Calling Feature
I've played a bit with the Pipedrive calling feature in an attempt to better track and record outbound cold calls.
A couple of things stood out - maybe because there are things missing, likely because I am not using this feature correctly.
1. First, there are calling types. While it says "User can record the result....Edit default outcomes or add your own".
I tried finding a way to EDIT the default outcomes and renaming them but there seems to be no way to do that, unless I am missing something.
2. When finishing and recording the outcome of the call, I cannot select a call type other than the standard "CALL". In the activity reporting (ie in filtered lists) it shows as what seems to be the most recent activity type I created.
I really don't like that. We have custom activity types for different calls (ie cold call, follow-up call) and I want to be able to select those when recording the call.
3. I cannot edit the call card from the PERSON card (no three dots) - so if I made a mistake selecting the wrong call outcome, for instance, I'm shit out of luck.
What I can do is edit the NOTES of the call - but unless I add a note immediately on saving/closing, I cannot add a note afterwards. I am not sure if that is by design but it seems to complete things for our users.
4. I cannot seem to assign the call to a deal during or after. It is automatically assigned to the person from where the call was initiated - or, if the call was initiated from the deal, it assigns the deal. But if I start from a person, I cannot link a deal at any point in this process - nor it it possible to edit the activity (see above) and do this afterwards.
Is anyone using this feature and has figured this out? Or is is just not fully ready for primetime?
Comments
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Hi @Jan Visser thanks for sharing your thoughts with us. As usual very thorough and to the point, this is very useful for our team. I'm going to speak with the team so we can formulate some answers to your comments up here
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@Jan Visser Hello! Thank you for your feedback!
1. Regarding call outcomes it works the way where you can enable and disable call outcomes. You can't delete default call outcomes, but you can easily disable them. Also you can add new and reorder them in calling settings
2. Makes sense regarding different call types. Just in case which patterns do you use to name call activities?
3. We are working on it
4. Do you have a deal open and linked with the person?
Thanks!0 -
@Arseniy see comments below.
Regarding 1 - I agree with you but "edit default outcome" would probably imply that you can do things like "renaming" - similar to what you can do with activity types.
Regarding 2 - not sure I understand your question. Can you help me understand what you meant?
Regarding 3 - OK
Regarding 4 - Yes, deal assigned to PERSON. Call started from PERSON - I cannot assign to deal later (cannot edit at all).
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Jan Visser said:
@Arseniy see comments below.
Regarding 1 - I agree with you but "edit default outcome" would probably imply that you can do things like "renaming" - similar to what you can do with activity types.
Regarding 2 - not sure I understand your question. Can you help me understand what you meant?
Regarding 3 - OK
Regarding 4 - Yes, deal assigned to PERSON. Call started from PERSON - I cannot assign to deal later (cannot edit at all).
@Jan Visser Regarding 2:
I mean - why and which call activity types do you use?0 -
Jan Visser said:
@Arseniy see comments below.
Regarding 1 - I agree with you but "edit default outcome" would probably imply that you can do things like "renaming" - similar to what you can do with activity types.
Regarding 2 - not sure I understand your question. Can you help me understand what you meant?
Regarding 3 - OK
Regarding 4 - Yes, deal assigned to PERSON. Call started from PERSON - I cannot assign to deal later (cannot edit at all).
@Arseniy We use several "CALL" types - two being Cold Call and Follow-Up Call. if I am using the calling feature, I want to select which call type this is so the activity is properly recorded and assigned.
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As a follow-on here, having the various call types (specifically "cold call", "call", "inbound call") would allow for tracking conversion of leads/sales, etc.
Additionally, I'm curious if there's a way to set up a contact batch? As an example, if I run a search of my contacts based on various parameters and come up with 40 contacts that match, there should be a way to move these to a batch or group where they can they be cold called. Unless I'm missing it, I can run the search now and get the results, but there's no way to cycle through the contacts without going back and forth.
Thanks.
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