Help

How to set up your 14-day free trial

Kookoo’s 14 day free trial is absolutely risk free and easy. We do not ask for any credit card or bank details. And you’re ready to receive your first call in seconds. This is what your sign up page looks like:

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1. Fill in your name; company name; password of your choice; email id and mobile phone number.
2. Use the small checkbox to “Accept terms of Service”. Click on the “Sign up” Button
3. A pop up window opens, prompting you to type in an OTP. Your screen looks like this:

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4. Your OTP will reach your mobile phone as a text message within the next few seconds.
5. If you do not receive an OTP on your mobile phone via SMS; or your session expires; just click the Resend OTP button.
6. Type in the OTP as you receive it and click the Submit Button.
7. That’s it! You’re signed up— you can now login to your Kookoo account anytime and from anywhere.

How to Login to your Kookoo Account.

1. Go to www.getkookoo.com. Your login link is available in the menu bar(top right) of the main page

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2.  You will reach the login page. Here’s what it looks like:

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How to get started with Kookoo

With Kookoo, you can start making and receiving calls the minute you sign up. In 5 minutes or less, you can set up your voice messages, IVR, extensions, teams and live chat.

Our highly user-friendly setup wizard will guide you through in 7 easy steps.

When you sign in for the very first time, our setup wizard will welcome you—on a screen like this:

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Step 0. Getting your new digits.

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Before you start your free trial, select your phone number. Choose from a wide variety of local numbers. Remember, toll free numbers are not available during free trial. But you can upgrade to our toll free plan at any time during the trial to get yourself a toll free number

1. Choose Your State.
When you click the small edit icon by the side (the small pencil icon), you will open up the “State” dialog box. Choose your state from the drop down menu. You r local number will be assigned to you automatically.


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2. Or purchase a Toll Free plan.
Toll free numbers are not available to you for the free trial. But you can upgrade to the toll free plan— at any time —to get a number of your choice. It will just take seconds to make the purchase.


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3. And you’re ready to go.
You can now use this new number of yours to both make and receive calls. During your free trial, be sure to forward calls from your existing number to this new Kookoo number: to make use of the 100 free minutes we give you during the trial period.

Helpful Hints

Using Kookoo with your existing number.

Your free trial lasts 14 days. And all your customers and leads will be calling your old number. How can you make use of your free trial and the 100 free minutes with this new number you just selected? It’s easy. You CAN use Kookoo seamlessly with your existing phone number. Simply note down this new number you’ve selected. Then call up your current phone provider and ask them to activate call forwarding to your new number. Kookoo takes care of the rest. Your customers will call the number they know. But you’ll answer their calls through Kookoo. They’ll be surprised by your new IVR. And delighted by CRM lite. Without ever knowing what magic you worked.

Remember:
You won’t get the full benefits of a free trial (and your 100 free minutes) if you don’t use Kookoo for receiving and making actual customer/prospect calls.

Step 1. Choosing your Voice Personality.

Kookoo greets your customers with professional sounding messages whenever they call in. The welcome message plays during work hours. And you can set after-hour or holiday messages for other times.

You don’t need to create a recording. Our text-to-voice facility creates a voice message in a snap: You just type in the message. And it will be read out by one of our 6 voice personalities.

Choosing the voice personality you want is also the first step of your setup process.

1. Open up the setup wizard.

Click the orange button on the right of your welcome screen that says, “ OPEN SETUP WIZARD””.

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2. Choose voice personality.

Choose the voice that suits your brand’s personality best. The small play button on the right of each voice personality lets you hear what it sounds like. And again, don’t worry, nothing’s set in stone. You can come back and change the personality at any time.


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3. Confirm & move on.

Helpful Hints (hopefully)

How to choose a voice personality

Of course we want you to pick the personality that suits your business most. But if you run into trouble choosing. We have an fun answer: pick any. Hey, It’s easy to come back to this page and change the voice personality anytime you wish. Simply click on the “ setup “ tab of your dashboard any time you login. And you can change the voice personality. Remember you have 14 days and 6 personalities to try (hint, hint already).

Step 2. Creating your Automated Welcome Message

Your welcome message is what greets your customers when they call. It contains a friendly greeting, your company’s name and a request to hold. In this step, you don’t just create your welcome message. You also set up your working hours and create your IVR.

1. Create your message

With Kookoo, you can create this message in 3 simple ways:

Method 1. Type it in.

When you land on the setup page, you hear a welcome message read out by the voice personality you have chosen.

You can change the message easily by simply clicking on the tiny pencil icon below the text

If you’re not sure what your message should be, feel free to use our sample message as a template. Just change the name to your Company/firms name and you’re good to go. Or of course, feel free to get creative and craft a wonderful new message. We leave it all up to you.

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Method 2. Upload a recording.

Just under the play button, you ‘ll find the tiny upload icon. Click on this. A dialog box will open allowing you to browse through your computer and upload the file.

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Method 3. Create a recording

Kookoo also gives you the facility to create your own recording. Just click on the Start Recording button. For best results, make sure you record in a silent room with a good quality microphone.

2. Listen to your message

There is a small play button on the right of your message. Click on it to hear your voice message play out.

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3. Edit time zone and working hours

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. Your welcome message plays during your working hours. Set these working hours from here.
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Default work hours are displayed in blue text below your welcome message. Click on this text. A new dialog box appears. It says ”Play welcome message during these hours”
. Choose your timezone from the drop down menu.
. Choose your working hours during weekdays from the drop down menus
. Choose your working hours during Saturdays and Sundays.
. Edit Holidays.

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Below the working hours is a holiday list. Each holiday has a tiny pencil icon next to it. Press the pencil icon to edit or add more holidays in the dialog box that opens. There is also a small trash can icon. Click the Trash Can to delete the message.

. Whenever customers call during working hours, they will hear the welcome message. All other times they will hear the after-hours message. You will setup this after-hours message in step 6.

4. Setup your IVR

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. There is also a small IVR icon below the upload button. This helps you create extensions for different staff or teams.
. Using the IVR feature you can divide your staff into separate teams or groups like customer support, sales etc.
. You simply choose an extension, and name the group it will connect the customer to.
. This automatically reflects in your welcome message.
For example: If choose 1 for the group “sales”— Your automated welcome message will ask the customer to “Press 1 for sales.”
. You decide which of your staff will be part of this group by adding team members:

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We generally recommend coming back to this step AFTER “Adding Team Members “ in step 5. But you can also add team members from here directly by clicking the “Add team Members” link at he bottom of the drop down menu.

5. Confirm & move on.

Click on the CONFIRM MESSAGE button to confirm your welcome message, and you will be sent forward to the next step.

Helpful Hints (hopefully)

If you do decide to record your message.

Typing in and having our voice personality read out the message is hands down the easiest way to set up your welcome message. However if you want to record your own message, its really not that tough. When you are recording please so remember:

1. Try to record in as silent a room as possible.
2. Remember to turn off your phone and other devices. A vibrating alert could spoil your recording.
3. Try recording your message with very soft instrumental music playing in the background. You could totally turn around the vibe.
4. Be yourself. Your customers will love hearing your familiar voice and mannerisms. Don’t try to copy standard recordings you hear. Your message should sound like you.

Step 3. Lite CRM

Lite CRM is activated by default. This allows you to see

. Customer mood
. Type of call
Tagging
. Previous Call Notes
. Next Action

We advise you to keep all the boxes checked, so you can avail of all your customer information everytime your customer calls in.

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Customer Mood

. The checkbox next to Customer mood comes checked by default. This means that your agent can check a customer mood emoji at the end of each call to communicate the mood of the call.

 

 

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Your green smiley emoticon means things are going good. If your sales teams are tagging the customer moods with these happy greenies, sales is good. And if the support and service teams are adding these smileys it indicates happy customers.
 

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These yellow emoticons indicate neutral moods
 

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These angry red emoticons signal unhappy /angry customers. When your sales team reports this it means you may need to change your pitch or marketing strategy. If your support team is reporting this, take action, it means complaints and angry customers.

 

. It’s quick and easy. These emojis will add up and display on your dashboard, so you or your manager can understand overall customer mood at a glance.
. The emoji also displays whenever the customer/ prospect calls or is called.
. So your agent has a fair warning on how to handle the call even before they say hello.
. You and your employees can codify these emojis in their own way too.
. We advise you to keep the box checked.

Type of call

. The checkbox next to “Type of call” comes checked by default.
. This allows your agent to select the nature of the call from a drop down menu.
. There are currently three categories:
. Sales new call. It was a sales call to a new prospect
. Sales existing. It was a sales call to an existing lead or customer
. Support. It was a customer support call.
. This information displays whenever the customer/ prospect calls or is called.
. We advise you to keep the box checked.

Tagging

. The checkbox next to “Tagging” comes checked by default.
. It allows the agent to add his/her own tags for reference in an input box provided.
. This information is displayed whenever the customer/ prospect calls or is called.
. So your agent has good information on how to handle the call even before they say hello.
. We advise you to keep the box checked

Previous Call Notes

. The checkbox next to “Previous Call Notes” comes checked by default.
. The agent can put in notes from the call attended/made here
. These notes will be visible on the dashboard next time the customer/prospect calls or is called.
. So your agent has good information on how to handle the call even before they say hello.
. We advise you to keep the box checked.

Next Action

. The checkbox next to “Next action” comes checked by default.
. The agent can specify next action for this customer/lead.
. Helps you get organized.
. We advise you to keep the box checked.

Confirm & move on.

Click “CONFIRM CRM” to save your settings and move on.

Step 4. Add your Team

You add employees as agents or team members here. They can then login to Kookoo from any system to view a separate dashboard from which to make calls, receive calls or handle live chats.

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1. Add employee details

. Just click on the “+ Add Team Member” to add an employee.
. A new dialog box opens

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. Add employee’s name, upload photo(optional), add email id and phone number.
. By default this team member can make calls, receive calls, and handle live chat. Click off any checkbox to disable a function. And click on the “Make administrator” checkbox if you wish to you wish to give that staff member administration rights.
. Click the “ADD TEAM MEMBER” button to save the changes

2. Ask your employee to check their mail

. Your employee will soon receive a mail asking them to login to Kookoo. They will get their own login and password.

. You will always be able to look into their performance and call history from your dashboard. And change their rights to make calls, receive calls or handle live chat from your setup.

And that’s as easy as that! You’ve successfully added your employee as team member to handle your customer interactions. Go ahead and add some more. Kookoo is the only amongst it’s peers to allow unlimited agent creation at no additional cost.

Here are two more details to remember:

3. Edit details

You can always edit member details or rights from this screen. Just click on the small pencil icon by the side of the team member’s name, and an editable dialog box with their details will open up.

4. Add to IVR

After adding enough team members , feel free to go back to screen 2 “automated voice message” where you can add the team members to your IVR.

Helpful Hints (Hopefully!)

Whom all should I add as team members?

Kookoo was meant to be a flexible system. That’s the biggest reason we decided NOT to charge you per agent. Which leaves you are free to add in ALL your employees as team members.

So anyone and everyone can pitch in when the going gets tough.And since you get reports (and recordings) of how they performed: Who knows? You might just discover new talent—a natural salesperson or negotiator just waiting to be discovered.

Step 5. Voice Mail Message

Just suppose it happens that all your agents are out, and there is no one to take the call. Don’t worry; you won’t lose your customer. Kookoo automatically redirects to voice mail after 20 unanswered rings.

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1. Create your message.

Setup your voice mail message here by any of these 3 methods:

Method 1.
Just type it in.

When you land on this page, you hear a default message read out by your chosen voice personality.
(You can change your voice personality from step 1)

You can change the message easily by simply clicking on the tiny pencil icon below the text

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If you’re not sure what your message should be, feel free to use our sample message. Or of course, get creative and craft a wonderful new message. We leave it all up to you.

Method 2
Upload a recording.

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Just under the play button, you ‘ll find the tiny upload icon. Click on this. A dialog box will open allowing you to browse through your computer and upload the file.

2. Listen to your message

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There is a small play button on the right of your message. Click on it to hear your voice message play out.

Helpful Hints (Hopefully!)

Check your voice mail daily. And send apologies to those whose calls you missed.
Nothing annoys customers and prospects more than not having their call answered. Now you’ll never miss a call with Kookoo. Even if all your agents were busy (or partying)— your voice mail will capture the message.

Remember some customers may hang up without waiting for your voice message to play. Don’t worry, every call made to your system will be recorded and displayed on your dashboard. Just login and catch them.

Step 6. Your Automated After Hours’ Message

Your after-hours message is what your customer will hear if they call during holidays or after-hours. You already configured your holiday list and working hours in Step 2: Creating your Automated Welcome Message.

1. Create your message.
You can create your message here by 2 methods:

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Method 1.
Just type it in.

When you land on the setup page, you hear a welcome message read out by the voice personality you have chosen.
(You can change your voice personality from step 1)

You can change the message easily by simply clicking on the tiny pencil icon below the text

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If you’re not sure what your message should be, feel free to use our sample message. Or of course, get creative and craft a wonderful new message. We leave it all up to you.

Method 2
Upload a recording.

Just under the play button, you ‘ll find the tiny upload icon. Click on this. A dialog box will open allowing you to browse through your computer and upload the file.

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2. Listen to your message

There is a small play button on the right of your message. Click on it to hear your voice message play out.

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Step 7. Configure your Live Chat

Live chat support for your online webpage is fantastic for both providing support and creating conversions.

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Just give the little snippet below to your webdeveloper or add it into your webpage yourself. You can also add it to your facebook page or your mobile app to add live chat functionality there. You will be able to conduct the live chats through your agent dashboard.

Helpful Hints (Hopefully!)

. Did you know that 55% of online consumers are likely to lose interest if they can’t find a quick answer to their question. *Live chat is critical for catching your webpage customers before they leave.
. Remember with Kookoo your phone agents can multitask, answering live chat between calls. So you can start providing live chat support without any new hires.
. Keep a list of common queries and answers ready for your agents to copy and paste as answers, this will make them even more efficient.
. Review you live chat queries regularly to see what’s missing on your website content.

Know what your Kookoo Dashboard tells you.

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Your dashboard allows you to look at your customer interaction team and performance at a glance.

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The team column lets you glance at your agent activity. It lists which agents are active and who is on a break.

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The Stream column allows you to see all the calls that had taken place today. The list is arranged from most recent backwards. You can scroll down to view them all.
The details of which agent took the call; customer name & mood; and when the call was taken are visible at a glance.

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Todays reports at a glance
. Todays overall customer mood, total number of calls and chats are also on display.
. You can view your expected peak hours based on our auto analysis and assign more agents accordingly
. You can also see your star performer for the day: the agent who has taken/made the most calls.
. Number of calls dropped/unanswered or missed are also displayed on the bottom left corner. (As missed calls)

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This weeks reports at a glance
   You can view
. Total number of calls based on your IVR grouping.
. Expected number of peak hours this week
. Star performer
. Missed/dropped or unanswered calls for the past 7 days. (listed as missed calls)

Helpful Hints (Hopefully!)
Encourage your agents to make notes. Let them make it a habit to add some details about the conversations they had, even if they don’t find that relevant at the moment. But it will be helpful in jogging their memory next time the customer calls. And But it may be useful for the next agent answering the call.  As you go along everyone will get better at making and reading notes. And this will go a long way in bringing smiles to your customers.

Understanding Reports

Use reports to improve your efficiency at answering calls faster. Use this to get detailed insights, make informed decisions, improve customer experience and get call center efficiency.

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Reports let’s you analyze:

1. Answer rate: How many calls are we getting?“
2. Average Call duration: How busy are your agents?
3. Customer Hold Time: How long are customers waiting?
4. Call Recordings: All your customer interactions on record.
5. Peak hours: timings
6. Peak hours: graphs

We break each of these aspects down for you here:

1. Answer Rate
. Are you missing out because you’re understaffed? Know for sure, by checking the “How many calls are we getting?“ graph.

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. It compares how many calls you receive daily to how many are actually answered.
. A lower answer rate percentage means you have to increase the number of agents attending calls.
. A 100% answer rate means that no call goes unattended. This is the score you should aim for.

2. Average Call Duration

. You want all your calls to be attended, but you want to use your staff efficiently too. Find out if your employees are struggling too long with their calls.

. Know your average call duration by checking out “How busy are your agents?”

. See how many seconds your average call lasts. See a slope or number you don’t like? Delve into call recordings to see how you can improve things.

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3. Customer Hold Times

. Customer hold times refers to how long a customer waits before their call is attended to.
. It’s not surprising when research shows that long hold times lead to strong anger and customer dissatisfaction. Keep a track of your hold times by checking the “How long are customers waiting” graph.

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. See the average wait time your customer faces. If its too high, increase staff who answer calls.

4. Recordings: Call Detail Records

. With Kookoo, all your calls are recorded and stored for 3 months. It’s a great tool for analysing how things can be improved. And also gives you great material for training your staff.
. Call detail records have all details of calls made and received: Date, start time, end time, group the call was directed to, agent who made/answered the call and the call recording.

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. Listen to the call recording by clicking the small “play” button to the right og the call. (a little black triangle)
. Your call recording are stored for 30 days

4. Peak hours: Timings
. Kookoo analyses when calls are coming in thick and fast. See the peak hours for the month in the “What are your Peak hours” section.

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. The top three peak hours for the month are displayed with dates, number of calls and timings.
. Look into trends more closely with “Which are the most important hours?”

5. Peak hours: Graphs
A detailed graph to let you see peak hour trends. So you can plan better for them.

Helpful Hints (Hopefully!)

Use call recordings to train your staff.

. Don’t just concentrate on the “ bad calls” . The good calls can be saved and used as benchmarks. With Kookoo, you can now use all this data to organize informal training sessions for your staff. Play the “ good” call recording during these sessions. And as for the “bad “ calls. Go through tem with the staff member in question on a one-to-one. Discuss rather than reprimand.
. Go through call recordings to create successful “scripts” which can be written down cues to agents on how to answer calls and common queries. With Kookoo you’ve go the power to grow your call center just like the big guys.

Add contacts, Edit contacts, View, Contact History

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1. Add contacts

Use the Add contact button on the top of the page to add your contacts

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A dialog box will appear. You can add contact names and phone numbers. You can also add addresses, email ID’s and upload a photo if you have these.

2. Edit contacts

. If you click on the small pencil icon by the side of each contact, you will open a dialog box to change or add details

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. Use the trash can icon to delete the contact
. The small graph icon lets you view customer interaction history.

3. View Contact History

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. Clicking the small interaction icon shaped like a tiny graph opens the customer interaction history

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. So you can view, at a glance, the entire customer interaction history. Know your customer/prospect better to plan promotions, offers and just better interactions.

Helpful Hints (Hopefully!)

.With all your contacts organized together. You can plan better promotions for your loyal customers. Start planning. And spreading happiness.

Answering Calls, Making calls and Handling Live Chat with Kookoo

Go into the agent view to make calls, receive calls, and handle live chat. Click on Agent View on the top right of the menu bar.

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1. Your agent dashboard

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. Every agent gets a snapshot of interactions made during the day and the past week
. Details of total calls answered, peak hours and unanswered or missed calls are available at a glance.

2. Answering Calls.

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. By default the agent view opens in the inbound mode, that is, ready to receive incoming calls.

. Click the “Ready” bar at the bottom of the screen.

. And you go into active mode— ready to receive any calls.

3. Making Calls.

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. Click on the small touchpad icon to the right to view your touchpad
. Dial the phone number on the touchpad.
. Just click the green phone icon to place the call.

4. Handling Live Chat

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. When you click on the chat icon (shaped like a speech bubble) , you will be able to respond to incoming chat queries from your website or webpage.

Call Mute, Hold, Transfer

Anytime during calls the agent can mute the call, place customer on hold or transfer the call.

1. Call Mute

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To mute a call anytime during incoming or outgoing calls, the agent just needs to click the small speaker icon at the bottom left of their screen.

2. Hold

To put a customer on hold, click the musical note icon, center bottom of the phone screen.

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3. Call transfer

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Click the dual arrow on the bottom right of your phone screen to transfer calls. A dialog box will pop up letting you select the agent you want to transfer your call to.

Filling in customer details after the call

Maintaining customer records or CRM Lite is an important tool for improving interactions. After a call, the agent dashboard will prompt them to input some information.

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1. What is this call about?

The agent will need to select the nature of the call as:
– Sales
– Sales (existing)
– Support

2.Tags

The agent can tag the call with key words as per points covered. So admin or other team members can understand what the customer/prospects call was about the next time they are called/call in

3. Next Steps

The agent can leave notes on follow up action including who needs to follow up and how soon. This can be viewed though the admin panel­>contacts— to plan and ensure follow-up.

4. Customer Mood

The agent clicks the emoji which best describes the interaction mood.

help_3_15 Your green smiley emoticon means things are going good. If your sales teams are tagging the customer moods with these happy greenies, sales is good. And if the support and service teams are adding these smileys it indicates happy customers.
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These yellow emoticons indicate neutral moods
help_3_17 These angry red emoticons signal unhappy /angry customers. When your sales team reports this it means you may need to change your pitch or marketing strategy. If your support team is reporting this, take action, it means complaints and angry customers.

5. Notes

This is just a space for the agent to give his/her comments, feedback and notes for future follow up.

Helpful Hints (Hopefully!)

ACW or After Call Work refers to the data agents have to fill after the call is over. It is a standard tem used in call centers run by the big guys. ACW should never be tedious but it’s critical in maintaining good customer relations. It should never be neglected. Encourage your staff to complete their ACW in time.

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