x-bees User Stories

This document contain user stories that show how exactly x-bees helps businesses in managing their leads and improving their customer care.

Other x-bees documentation: x-bees partner program documentation.

Created: February 2022

Permalink: https://wildix.atlassian.net/wiki/x/zxnOAQ

UCC Summit x-bees presentation

Salesperson Stories

Prospect reaching out through the website

As a sales representative, I want to be able to reach out to a prospect who contacted me via the website, even after they close the chat window. I have my quarterly and yearly goals, being able to always follow up with a prospect, helps me achieve better results in terms of sales. 

Flow example:

  1. Prospect reaches out to a salesperson through a contact-me button/ widget on the website 
  2. They need to authorize via Google/ Microsoft SSO or via email
  3. They are added to a conversation with the salesperson
  4. At this point, the salesperson can communicate with the prospect in real-time, using chat, voice and video 
  5. The salesperson can add more people to the conversation from both sides to have all the decision-makers in one place
  6. The salesperson can schedule a conference with all the participants in their calendars to discuss the deal
  7. The prospect can download the free x-bees mobile app 
  8. The salesperson can contact the prospect again at any time and be sure that the message will reach them via the app or via email notification
  9. The salesperson can add the prospect to the CRM and everyone in the company can keep track of all the interactions with this lead

Contacting a prospect and setting up a call

As a sales representative, I would prefer to communicate in real-time via chat, voice and video with my prospects, instead of email. I also want to be able to involve all the decision-makers from that company. Being able to discuss a deal in real-time with all the decision-makers and being able to easily schedule a call with all the participants, helps me in reaching my quarterly and yearly goals. 

Flow example:

  1. The salesperson creates a new conversation and adds the email/ emails of the prospect
  2. The salesperson sends them all an invite to join x-bees and adds them to the CRM to keep track of all the interactions
  3. The prospect receives an invite via email and clicks on the link to join the conversation on x-bees
  4. The prospect can download the free x-bees mobile app 
  5. At this point, the salesperson can communicate with the prospect in real-time, using chat, voice and video 
  6. The salesperson can add more people to the conversation from both sides to have all the decision-makers in one place
  7. The salesperson can schedule a conference with all the participants in their calendars to discuss the deal
  8. The salesperson can log all the activities to the CRM to keep everyone updated regarding the status of this lead

Logging activities to the CRM

As a sales representative, I spend almost 40% of my time logging activities and updating the CRM. My goal is to close deals and this is achieved because I talk to customers and run demos, not because I log the activities to the CRM. I don't want to study how CRM works, because this is not what I am paid for. I want logging to be done automatically, I want to be able to create CRM leads and add notes to the CRM without having to open the CRM. 

Flow example:

  1. The salesperson is in a conversation on x-bees with a prospect and this prospect qualifies as a lead
  2. The salesperson adds this prospect as a CRM lead directly on x-bees, without having to open the CRM
  3. Activities that happen on x-bees, such as calls, are logged to the CRM automatically
  4. The salesperson can add notes and create tasks in the CRM directly from x-bees, for example, during a call

Customer Stories

Contacting a company via their website 

As a customer, I want to be put in touch with the right person from the team. If I got interested in a product or service, I want to be able to receive a follow-up regarding my request without having to explain my request over and over again every time to a new person.

Flow example:

  1. Online customer contacts the company via the website to ask about a product or service
  2. They need to authorize via Google/ Microsoft SSO or via email
  3. They are added to a conversation with an agent/ group of agents
  4. The customer has an option to download the free x-bees mobile app 
  5. The agent can follow up with the customer regarding a particular request later on via chat and the message will reach the customer via the mobile app or email notification
  6. The customer can contact the company again in the future and they can choose to continue the same conversation with the same agent

Manager Stories

Up-to-date information on leads in the CRM

As a manager, I want to be able to see up-to-date information on leads. Unfortunately, our salespeople often forget to add leads to the CRM and to log activities. In this case, I need to call them or write them emails and I don't want to waste time on that. For example, last month the sales team ran a webinar that generated new leads, I want to know exactly which actions were taken on those leads. This will help me to keep track of my team's performance and make sure we achieve our quarterly and yearly goals.

Flow example:

  1. The manager finds the CRM lead on x-bees and opens the record
  2. The manager can view all the activities and all the actions taken by the sales team: e.g. how many calls were made, by whom and when, the outcome of every call
  3. The manager has the option to open this lead in the CRM for further actions

Performance of the sales team

As a manager of a sales team, I want to know what exactly makes my best performers stand out and how to coach the rest of my team. Currently, I have to spend too much time listening to live calls of my team with customers or listening to call recordings. I want to have actionable and reliable data without spending all my time on that. This will help me to improve the performance of my team.

Flow example:

  1. The sales team makes dozens of calls and conferences with customers and prospects on x-bees
  2. All those calls and conferences between the sales teams and the customers are automatically recorded and sent to the Business Intelligence platform (Gong)
  3. The manager can access the BI platform to get the main insights about every call between a customer and the sales team: which questions were asked, which dates and numbers were mentioned, which objections were raised
  4. The manager can see the tips regarding what went wrong and what went right in every conversation, and based on that information, salespeople can improve their skills