Tracking your communication channels in Sell

As described in Creating and using smart lists, you can save the modifications you make to the views and lists of your leads, contacts, and deals. Smart lists are easily accessible from the Working Center (see Using the Working Center to view and manage your smart lists) and help you to monitor your sales pipeline.

Another aspect of monitoring your sales pipeline is to understand how effective your communications channels are. You can do this by adding communications fields as filters on your smart lists. Or, you may want to create a smart specifically for this purpose.

This article covers the following topics:

• Setting up your communication channels
• Tracking your communication channels
• Recommendations for using the communication fields 

Setting up your communication channels

Communication channels include email, voice calls, and text messaging. When you initiate communication with your leads and contacts using Zendesk Sell, all the data related to the use of those channels is saved and available for you to track.

Note:To use these communication channels, you need to set them up in your Sell account. For more information, see Integrating email with Zendesk Sell and Using calls and text in Sell Voice.

Tracking your communication channels

Your communication channels can be added as filters to the views of your leads, contacts, and deals.

There are 14 communication fields that you can add as filters to your leads, contacts, and deals. You can add these filters to a working list, save the working list as a smart list, or create a new smart list just for tracking these channels.

The communication fields you can add include the following:

General

• Days Since Last Communication
• Days I'm Awaiting Contact Response
• Days Awaiting My Response

Incoming

• My Last Incoming Call
• My Last Incoming Email
• My Last Incoming Text

Outgoing

• My Last Outgoing Call
• My Last Outgoing Email
• My Last Outgoing Text
• My Calls Without Lead/Contact Response
• My Emails Without Lead/Contact Response
• My Texts Without Lead/Contact Response

Email Effectiveness

• Views of My Last Email
• Clicks in My Last Email

Note: Of the 14 communication fields are available, only one of them, the Days Since Last Communication field, provides an option to view everyone’s communication activity. The other 13 track only your own communication activity.

To add a communication field as a filter

1. Select where you want to add the communication field (a working list, an existing smart, or a new smart list).
2. Click the +Field button.
3. From the Communication category, select the communication field you want to add.

   

The field is added as a filter and you then further configure the field as needed. For example, if you add the My Last Incoming Call field, you may want to set a date range.

Recommendations for using the communication fields

To get you started using the communication fields, you may find the following recommendations useful.

Track everyone’s communication

Use the Days Since Last Communication field and select Everyone’s Communication option.

Reach out to new prospects

Use the Days Since Last Communication field and select the With No Communication Yet option.

Improve follow up communication

Use the the My Calls Without Lead/Contact Response, My Emails Without Lead/Contact Response, My Texts Without Lead/Contact Response fields to track the communication attempts that have not resulted in a reply.

Analyze the effectiveness of your email campaigns

Use the Views of My Last Email and Clicks in My Last Email fields.