[Video]:Close Success Webinar Recording
Here is a recent success webinar recording for all of you who want to get more out of Close but can't join our live sessions.
The training webinar will cover the following topics:
- Basic overview and perfect setup
- Defining and managing your workflow
- Best practices and advanced tips to boost sales.
Transcript of the Close Sales CRM Success Webinar:
And we’re going to get started. I just turned on screen share as well so should be able to see my screen. To start with, I want to first talk about the hierarchy of Close. It’s really important that everybody is clear on what the definitions and the terminology are. What everything means and how they all relate to each other. To put simply, in general, everything in Close is called a lead. That’s the top of this hierarchy. Everything starts off as a lead. Everything stays a lead but the disposition of that lead is determined by what we call the lead status.
Your first column is going to be the lead name. The third column here is going to be called the status. This status actually tells you what the disposition of that lead is. Whether it’s a customer, qualified lead, so on and so forth. These things are completely customizable and I’ll show you how to do that later on. In fact, in one of the materials that you were given, it actually includes instructions on how to customize.
Contacts?—that is the people—individuals you’re talking to within those leads—are also connected directly to leads. They’re not floating around leads as they do in other CRM’s. And they are directly associated inside the lead. Here, you can see the first contact of every lead. For Bluth Company, it’s Gob Bluth. For Gcrew, it’s Jane Bob. For Apple, it’s Tim Cook. These are just examples.
Now, one thing you might wonder is, what really is a lead? What is a lead supposed to be? Technically, in Close, we assume a lead is an organization or a company. When you have a lot people that you’re dealing within a company then you are talking to—then you have multiple contacts. But all of those contacts reside within that lead. You’ll see the advantage of this structure a little bit down the line. If you happen to need a system where leads are actually really contacts, in other words, they are just individuals, there’s a way to do that, too. Just ping me about it and I’ll show you.
You also see, some other columns of data, these other data columns are actually completely customizable. If you click this three-dotted button right here, you can customize which fields you want to look at. You can just about add any fields of data into here including custom fields. There’s a way to add custom fields in Close. You can actually do that. In this case, I have a custom field called assigned. That’s how I assign leads. You could see those. And then here, I have another field called communication date. I’m adding that. You can check and uncheck at anytime and apply and this view will change. Alright, let’s actually look into a particular lead.
On the lead page—this is called the lead page, at the top, you got the name of the lead—in this case, it is Bluth Company; a description; URLs—any addresses associated with those leads, you can add as many as you need; tasks; you’ve got the opportunities—I’ll cover those in just a moment; contacts—I remember mentioning contacts, they are not separate, they are all connected to the lead, here are all the different contacts.
Now earlier, you saw only Gob Bluth was visible in the primary list because Gob Bluth is your primary contact. If you want to make somebody else your primary contact, you can drag it to the top and that becomes your primary contact, as simple as that. Another thing about contacts is if you actually click into it, what you can see is as many phone numbers as you need. If you edit a contact, you can add unlimited phone numbers; unlimited email addresses—per contact; a title; you can even add other URLs, their Facebook account, their LinkedIn account, their Twitter handle, all those things can be added without a problem. That’s all going to be under contacts.
Below Contacts—I have four contacts, each with their own unique list of information. Below that, I’ve got Custom Fields. Custom Fields are a great way to add additional pieces of data to your leads that you can filter by. And what I mean filter is, you might want to find all the leads that are type enterprise, or all the leads in a certain industry, or all the leads that are interested in certain products, or that are inbound. These are just examples. You can completely customize it. You can add as many custom fields as you need, and put in the values, and those custom fields will be created, then you can change the values as well on that. And then you can search by those fields and their values.
Now, on the right side, you see a lot of things. First, on the top right, you are actually going to see a dropdown. This is the lead status. Do you remember that I mentioned that a moment ago? The lead status which tells you what the disposition of the lead is.
Let’s see. There’s a question, “Is there any way to associate an address with a contact?” Are you talking about a physical address? Okay. Right now, there is not. We do plan to add that down the line. What we’re going to do is, we’re actually going to add individual custom fields per contact. You could just say, “Hey, I want this custom field to be address and that is associated with a contact.” We haven’t done yet, but you can add multiple addresses if you so choose. You can add multiple business addresses. This is what we have so far.
Now, this dropdown tells you the disposition of the lead. If you click on into it, we have some examples. These are completely customizable. One of the videos, that I sent you guys, in the materials, actually shows you how to customize this. What you see here is, the different statuses: potential, interested, qualified, customer, check back quarterly, bad fit, not interested. Some of these are pretty apparent. But you noticed how these statuses are, they tend to be really high level. In other words, it’s not talking about like contacted, emailed, called, had conversation. You’re not saying that, you’re just talking a one level higher than that.
- Potential means somebody could be completely cold; Interested—they might have expressed interest on an email campaign or maybe on a first call, they want to jump on and do a demo of your product or service;
- Qualified means you actually talk with them, you pitched them, you made sure they are actually a customer—they can actually afford to buy, they’re fully interested;
- Customer is somebody who actually buys; and
- Check Back Quarterly is an example of somebody who says, “Hey, check back with me in three months.”;
- Bad Fit; Not Interested—makes sense;
- Cancelled—makes sense.
These statuses tell you how the entire lead is moving as a whole.
Now, you might wonder, there are a lot of stages missing from here. Well, what happens to deals? What about contracts, negotiations, demos and all of those things? Yes, there’s a place for that. That place is actually in the opportunity. And you might wonder when do I create an opportunity? Opportunities, in other CRMs, are separate. In Close, they’re directly related to the lead itself, they’re not separate but you can have multiple opportunities per lead.
In this particular case, opportunities are essentially deals that you’re working on with that lead—which means if you close one deal with the lead, you have the opportunity to create—you have the chance of creating other deals with that lead, too, in the future. That’s why you have the ability to add multiple opportunities. Completely optional, [0:08:29] you don’t have to.
If you add multiple opportunities, you see, there’s another status dropdown here. And this status dropdown is different because this is the opportunity status. These are the statuses that your lead will go through as you’re moving the deal through the actual funnel.
Here in this example, they are much more granular: demo; quote; contract; negotiation; closed; and then after closed, there’s onboarding, there’s lost, and on hold. Now, in the materials I sent you, it helps or shows you how to create statuses and how to create types of statuses.
There are three different types:
- there’s the active type,
- there’s the won type and
- there’s the lost type.
In other words, the type of opportunity that means you already won the deal, or type of opportunity that means you already lost the deal, or type of opportunity where the deal is still active. If you want to know more about that, take a look at the materials that I included.
But going back to this, these are the granular stages. When do you all of this? Let’s look through an example. Let’s say, you start off with Bluth Company and their potential leads. Starting off completely cold, they’re somebody you’ve never talked to before. Let’s say, you do talk to them, and you pitched them, and you qualified them, and you figured out that they actually have the budget, and they actually have a timeline and interest in your product. You’re going to go to the dropdown. You’re going to mark this lead as a qualified lead. Alright, once you have marked this lead as a qualified lead, you will then create an opportunity and you would mark what stage of the opportunity you’re starting with.
In this case, let’s say, you start with demo stage. And, the deal size is worth, let’s say, a thousand dollars a month. And the estimated close date is next week. And then now, you’re just going to say, “I’m working with Tobias.” And the user actually means which salesperson actually owns the opportunity. In this case, it’s just going to be me. And then, I’m going to go ahead and add some more details about the opportunity and just say this is a phase II pilot. These are all the data that you can put on your own. When I save this, you can see this orange marker that shows me the opportunity is actually alive or in other words, active. And now, it’s one of the deals that I’m working on.
Let’s say, a few days later, after I talk to them again and I’m able to move this opportunity to the next stage. I’m going to keep this thing qualified and then I’m going to move this through the different stages. Every time I call them or talk to them, I move this to the next stage. If I could skip stages, great! No problem. But I moved down to the negotiation stage and I say, “Hey, I’m pretty confident and the deal value has just gone up. Now, it’s $2,000 a month.” And, here’s the deal and I saved the details. And now, it’s going to add that—and keep that—and mark that. When I’m finally ready to close the deal, this is what I do. I go in here. I edit the opportunity. I mark it as closed because I won the deal. I put any other details in here, on the deal. I save that and it get marked as one. I’m going to mark this as a customer... and that’s it.
Now, this full sales cycle is complete. All of those changes are going to be tracked. Now, you might wonder, “What about notes? What about emails and calls?” Those would also be tracked. In this case, I didn’t make any to show you but we can actually jump right in to the emails and calls. As you could see, there’s a series of activity that’s been going on with this particular lead and this activity is completely time stamped.
There’s a question, “Does the opportunity history save as you go through the very stages?” It does. As long as, it’s been in a stage for at least a few minutes so if you keep moving stages like back to back to back within like five minutes of each other, it may not register all the steps. It will just register the first one or the last one. But if you are moving to the different stages, as a normal sales process would, maybe you skip a couple of stages but you move through the stages over a course of a few days. Then yes, it’s going to log all of those status changes over time. The answer in short is yes.
Now, let’s take a look. We’ve got all this activity going on. We’ve got an email. We got a note from Phil, a call from Kevin, a call and an email from Justin and you have a voicemail. All these things are all tracked and you might wonder, “How did these things get there?” Well, they all happen automatically. Close tracks your calls automatically right from the app. Close tracks all your emails automatically right in the app which means no manual logging of emails.
One of the materials I sent you shows you how to set up your email in Close. You probably got some trial tips around that, too. Once you set up an email in Close following those instructions, anytime you have somebody’s email address saved, like I got Tobias’s email or Franklin’s email. Anytime, I have somebody’s email, if they sent me an email or I sent them an email, it doesn’t matter where those emails originate, they’re just going to get polled in and [0:14:04] in Close. That’s one of our hallmark features. It means all your emails, automatically get pumped in to Close without you having to manually enter them. This email or this one, all gets pulled in here.
Now, if you do happen to originate the email from Close itself, you don’t have to for it to get tracked. If you do happen to, then let’s look at an example of that, I click the email button. It’s going to email Gob as the first contact and I can actually either write my own email and hit send—right, that’s as easy as that or if I want to right another email and I want to use a template, I can use a template as well. Templates are great because they’re automatically going to pull the person’s name, company name, first name, last name right into the email. How did I do this? Well, another one of the materials I sent you shows you how to create templates so that they’re smart. They are actually going to pull the name, the last name and everything about the person.
Let me pause for a second and answer a question, “Is there a spell check function when sending an email?” It should just, if you’re on a Mac right now, if you use the Mac app, it should show you—it should underline any words that are misspelled. If you’re on the Windows app, it doesn’t do that today. Very soon, we’re going to release an update that’s going to allow you—for Windows app to have a spell check on it. Stay tune on the Windows app portion of it.
But as I was showing you —you have email templates. You can create the templates. It can be smart because when you put these little tags in them where it actually pulls the person’s first name, last name, company and whatever you set it. It makes it easy. In this case, it’s going to pull Gob’s first name, last name, company name, and a custom field value. It’s product X right here, it pulled it in here. If it said product Y, then it will pull product Y in this email which means I can make my emails more effective, without having to manually enter this data. All I do is hit send and that’s it. It automatically filled out the details for me. If I wanted to email Franklin instead, I’d pick another template. It pulled Franklin’s name. In this case, it’s putting a minimum order quantity of 500. Well, where did this 500 come from? It came from right here. As you could see, it actually—the email templates are smart. They’re going to pull the details that you’re asking of it and attach it to the email and you just click one button and the email is gone.
Where do the emails go to? I’m not sure I follow your question, Jennifer. When you send emails like you normally send emails to whichever recipient. In this case, I’m going to email Gob. I just want to specifically click Gob’s email and click a template and send an email or write up my own email. Leave this draft.
In Outlook there’s a sent file. How do we access them without being in the lead? In Outlook, it’s going to show you the emails you sent. You could always—you want to know which emails you sent, right? There’s two ways. One, in the lead itself, you know what emails you’ve sent because you can actually see them and they’re logged. And the good thing is it’s going to log your colleagues’ emails, too—to those leads too which means you know instantly who sent what to whom and when. But if you go to your outlook and you go to your sent folder, even if you sent an email from Close, it’s going to show up in your sent folder over there as well. It just shows up. That’s the beauty of it. And if you sent an email from outlook, it’s going to show up here. It just does that. You do need to set it up correctly. According to the instructions sent to you earlier but once you do set it up correctly, it’s going to track all your emails. Now emails you sent from Close, it will track. Open rates for you, it will track response rates so you can actually get a lot more understanding about how your email is performing with people. This little sign shows you that that email was opened and it tells you the date and time.
Alright, there’s another thing going on here. These calls, “How did these calls happen?” Pretty simple, you just click the call button and Close makes calls right out of the app. It’s a fully integrated VOIP system. It just works. You actually get a phone number when you sign up with a Close account. If on the appropriate plan, you can get calling. If you’re on the basic plan, then there’s no calling on the basic plan. As you could see, I had made a call. All I had to do is click Call and it logged the call for me which means I don’t ever have to worry about logging calls. They’re logged automatically. And if I wanted to add notes in here, I could just go and add notes for my call, as simple as that. As you can see, there are a few other ones. And it notes whether it’s a call to or a call from. Here’s a call to Gob. Here’s a call from Gob. Here’s another call from Gob. It knows whether if it’s an incoming call, it notes somebody’s calling you that’s already on your list and who’s calling. It will automatically log that call for you.
Email replies will show up in your Outlook and in Close automatically. You would never miss an email. You’ll get a notification right here saying you got an incoming email. Just like this. You see this, it will tell you, you have an email—and you can go into that lead and see the incoming email. But at the same time, if you happen to check your Outlook, you’ll see the email in there as well.
Now what I mentioned about the calling is that when you click the call button, let’s say if I call Tobias instead. Just click the call button. It automatically opens the note window. You don’t even have to do anything. It just opens it and you could take your notes. Hang up, right? If you want to edit any notes, just go edit and take additional notes. It’s pretty straightforward .
Now, when you’re making calls from Close, you also actually have a voicemail. Take a look at this. Gob called and left me a voicemail. That voicemail also showed up here. None of these I have to do manually. You can imagine how much time is saved. I can just click and play the voicemail right here, and it’s playing the voicemail in my headset. You just need a good headset to make calls from Close and a good internet connection. If you have neither of those, calls are not going to work well. That is a requirement. If you happen to be testing out calling in Close and you‘re getting poor quality for whatever reason, maybe it’s choppy, maybe it’s cutting in and out, do us a favour and just flag the call. You can just hover your mouse over and click this flag button and report the call and tells us what’s happening. We can actually take a look and tell you how to fix it. Most call quality issues are fixable. Just to give you an example, every month there’s around 250,000+ calls being made and originated in Close. That’s the kind of volume we’re handling. We got this thing down. You just need to work with us in case you have call quality issues.
Yes actually, Jennifer—on one of the plans, actually has call recording which means if you ever wanted to go back and listen to the call, you can actually go back and play the call as well. That’s on the highest tier plan on the business plan—we actually have call recording. To play a call, you just have to hover your mouse over it and you’ll see a little play button here. It’s not there right now because none of these calls actually fully happened because I hang up before anybody answered. But just like I played this voicemail, just like that, you’ll be able to play the call right from here. Does that explain to everybody how calling works? How emailing works in Close? And, how all of these are automatically logged for not only just you but also your colleagues which means no data entry? Okay.
If that’s the case, let actually move on to something pretty important which is search and Smart Views. You click on the leads tab and you can actually see all your leads. And you might wonder, “I don’t want to see all my leads. I want to see leads that maybe are assigned to me or I want to see leads that have opportunities or maybe I want to see leads with a certain status. I want to be able to sort my leads.” Great! That’s what this tool is right here for. What this does is, it allows you to filter leads based on any category that you’re interested in. To start with, let’s say, in a custom field, I want to pull leads that are assigned to me. I go to Custom Fields, go Assigned and I say, “Hey, show me the leads that are assigned to—let’s use Erin as an example.” Alright, so I got 20 leads that are assigned to Erin with multiple different statuses. Well, what if I wanted to pull leads that are assigned to Erin and that are qualified? Alright, what I do is I leave this in here. And, by the way, where did that search query goes? Actually, it posted it right here. This is the search query that shows you Erin’s leads. You just click or choose the choices here and they get populated here for you. Let’s say I also wanted the qualified leads that are all belonging to Erin—now that I cleared out the search, I just go status and I go qualified. And now what I have is all leads that are belonging to Erin in a custom field and are statused qualified. That’s how easy it is to find things in Close. You could stack searches and filters on top of each other to make a complex search.
Now, let’s say, on top of this list, I want to know all the leads that are qualified that Erin has not talked to in the last 30 days. Now, I have this list that does tell me that but let’s ignore that for a second. Here’s another way. I take this query and let’s add another couple of things to it. I want to see email activity; the latest email was before 30 days ago. In other words, Erin has not sent these people an email in the last 30 days. I also want to do the latest call before 30 days ago. And now what I have are leads assigned to Erin with the status, qualified; where the last email she sent was at least 30 days or longer ago; and the last call she made was at least 30 days or longer ago.
This cannot be done in any other CRM. It was incredibly easy for me to just find the list that I wanted to find. And that’s because we’re tracking all of your calls, we’re tracking all of your emails, we have all of the status, we have all the data that we need without you having to do a lot of data entry because much of these things happen automatically. And I can search the thing that I want to search instantly.
Now, you might want to keep coming back to the search. Remember this is a search which means if I call Brazilian Grill, they will no longer show up in this list. Why? Because the latest call would not have been greater than 30 days ago. The latest call would have been today. I’ll show you this as an example. Let’s say, I do make a call to Brazilian Grill. It dials the number—which is great and opens up the lead. It logs the call and all of that with one click. I didn’t do any of that. I’m just going to take notes on the call—“wants to move forward”. Hit done, hang up the call. When I go back, notice it went from 4 to 3. Brazilian Grill is no longer on this list. Why? Because this is a search query. It’s not a static list. And you could save these searches so that they show you the leads that match those results and we can call those saved searches as a Smart View. Just click this little star right here and you can save that search. And this is Erin qualified follow-up list. If I want, I can share this with the whole company which means other people in Close. I can share it with specific people or I could just keep it private for myself. In this case, let me share it with Kevin and Phil. And now, it shows up right here. This is a Smart View. I also want to take this Smart View and reorder it and put it third on my list. And that’s how I manage my workflow in Close. You use Smart Views to show you who you need to talk to, manage that workflow and connect with those people.
Now, I have another list here that says, 10-day follow up. Remember I just did a 30-day follow up. This is a 10-day follow up. I want to follow up with all of these people because they are qualified. They haven’t been touched in 10 days and they are assigned to a bunch of different people. How do I get in touch with these people quickly? Do I have to call to each person or email person one by one. Well, you could call to each person one by one. But that’s pretty quick.
The other option is—we can send a bulk email. Remember I showed you those email templates where it automatically fills in the data about the lead. Well, here’s one. I’m going to bulk email these people. Just click the email button right here. Pick my template. Let’s say, we’re going to pick up, “Quick call this week?” It knows to email those six people. I’m going to preview this list. Everything looks clean. It’s putting John and Berlin Football Club. It’s putting George and Men’s Wearhouse. Perfect! All I do is click this one button. Instantly, six people get an email. And that’s how powerful bulk email is. Just one button and you can send an email to hundreds of people based on a certain criteria such as this particular one.
You could build out your workflow. This is an example of qualified follow up list where the last communication was at least 10 days ago. I’m going to post this query in chat. In case you guys might want to use it. Here’s another example. There is a query called “New Leads”. This is something I created. You can use it or you can create your own. But here, it shows you all the leads that had no calls and no emails. So, call—zero, email—zero. And the lead status is potential because potential is your cold lead. These are your new cold leads and the lead was created within the last 30 days. Now, it doesn’t need to be 30 days, we can make it 60 or we can completely take out the created—and it shows you all the new leads. Now, let’s copy this over and I’m posting this in chat so you can make your own Smart Views.
Here’s another one. First Email, this shows you all the leads that are potential that have never gotten an email. This is the list of people you might want to send a template email to. Then you can have another email Smart View called the Second Email where it shows you leads that have the first email because they used this particular email template and the last outgoing email was at least 7 days ago. But it’s still potential that means they’ve never engaged with you. You can add here and say, “Hey, I want to see people where they never opened my email.” So, the number of open emails is none. And then, I also want to add people that also never responded, so the number of received emails is also none. That actually tells me who are the people I’ve never engaged and they are the people I’m going to send an email to. Here, I’m going to copy this as well and I could bulk email them. Those are examples of Smart Views. Does this make sense? Do you guys understand the concept of how Close works here?
Now, you could search for just about anything. You could search by email templates, whether the emails have attachments and subject lines. You could search by call activity, duration, voice mails, call recording. You could search by call notes, too. You could search by--whether if there’s any type of communication, who did the communication, who made the call, who sent the email. You could actually search for those people. You could do notes. You could search by individual notes, dates, users of the notes and opportunities.
Let’s actually talk about opportunities very quickly. Remember I showed you how to create opportunities over there? Well, if you click on the opportunities tab, it’s actually going to show you all those opportunities as a summary. And this allows you to look at the deals that you should be working on as a focus point. In other words, the reason why we dedicated an entire section just for opportunities is, if you have all these deals, you contact them. Some of these pitched. Some of them are qualified. Some of them are not. But the qualified opportunies—those are the ones you need to be focusing on. This one button that shows you--, “Show me the qualified opportunities.” And here are the ones. And you could sort this by users. Whose opportunities they belong to? You could sort it by different statuses. If I just want just look at demo status or quote status—you could also sort it by timeframe, whether it is within this week or opportunities created within the last year. You could group it by closed date or you could group it by week. If you ever want to take these opportunities, you want to export this list out, you just click this button and you can export out any of your list.
Now, what you see here is the sum of all the opportunities. The 29 opportunities—it’s breaking it down between—week by week. So, this is week of July 28th, 29th, August, October—it breaks it down. It shows you your confidence, your value, any notes, any comments and who the users. You get all of this information—all from one place and you could access it—work on—focus on the deals you should be working on. And this gets updated every time you update the opportunity information. It also summarizes the value of the deals so you know how much money you’re actually making or not.
There’s another section called Tasks. Within each lead you could create as many tasks as you need. Go to Brazilian Grill, you just click “Add Task” and you say, “This is a test task.” You can give a date and time. You can even assign a task to other individuals. If you assign a task to somebody else, they’re going to get an email letting them know that they got a task from you. In this case, I’m going to leave it as a task for myself. Whenever, I can just see all my tasks here. Whenever, I want to complete a task, I simply just check it off and that’s it. It’s done. Here’s another one. I just check it off.
Managing Follow Ups With Tasks Vs Smart Views?
Now, you might be tempted into thinking you should use task to manage follow ups and to some extent you can. You can assign your task to your calendar so that whenever you create a task, it shows up on your calendar. And your calendar will remind you. Close does not do task reminders to date. If you follow these instructions—just click here and follow those instructions, it will sync up with your calendar. And your calendar will give you reminder before your task is due. So, that’s fine but you might be tempted to use tasks as a general follow up rule when you don’t reach somebody you want to follow up in a few days, you create a task. And that certainly works but the problem that usually happens is you get into a situation where you have hundreds of tasks because people are not reachable.
To avoid a situation like that, you want to use Smart Views. You can actually create a Smart View that shows you, “Hey, show me the leads that I should be following up with.” Well, who are they? I showed you the Qualified list, and there’s also the Opportunity list. So, you have all of that. But another one could just be, “Hey, show me leads that are potential because they’re cold but they have less than—the number of calls they have is less than five.” So, I want to call everybody at least five times. I say, it’s potential which means I’ve never actually engaged with them but I called them less than 5 times—which means I can call these people a few times more until I reach them. But you also don’t want to call somebody three times a day. If I want to call somebody, I just pace them every 3 days. I want to add another list here; the latest call was before 7 days. And I can go in here, instead of 7 days and I can make it 4 days. Every 4 days, it’s going to show me a list of people that I should call until I reach calls equals 5. And, it’s no longer going to show up.
Did that make sense to you guys? It’s a little bit more complex when I’m thinking of it but when you create these Smart Views, you don’t need to worry who you need to follow up with. You just save it as a Smart View, it just shows up on your list and you call them if they are there. If they answer and you change their status, great. It’s not going to show up in this list ever because now I’m one of your qualified list. But if it is potential and you didn’t reach them, they going to show up in the list again until you reach them or until you hit 5 calls and you give up on that.
Same goes for emails. You can use the same type of rule here. But here’s a really simple way to actually set up for follow ups that are generic because most follow ups tend to be generic. I’m posting this in chat so you guys can take a look here. That’s it. That covers a huge portion of the session. I’m going to cover two quick things—two last quick things and then we’re done.
Where to get help?
One which is really, really important is when you want to get help for Close—when you need help for something, there’s a couple of places you can go to. You can go to Support & FAQs. This has all the articles, every piece of information about Close that you can possibly need; videos, demos, all of it. You go here. You get most of your questions answered. Just by simply searching for the answers—with examples and screenshots.
If you need help immediately, try Live Help Chat. They’re usually doing the normal working hours in the U.S.; you’ll be able to reach us via live help chat. If we’re not in chat or we’re not responsive, just send us an email at firstname.lastname@example.org. We’re very responsive through that. You’re going to get great service that way.
Now, last thing I want to cover is reporting. Currently, you’ll see three tabs under reporting. I have four because we’re about to launch some new features in reporting. You’ll see that very soon but I’m not going to cover that right now. Under activity, this shows you all the activity by user or all users. By timeframe, and you can also export that list out. It shows you the number of leads created, the number of leads contacted, opportunities created, the value of the deals created, the value of the deals won, the value of the deals lost, so you know how your sales people are performing. It shows you the number of calls each person makes—that everybody makes. Average duration for any given timeframe, emails sent and emails received. The other thing is, if we go to sent email reporting, it actually shows you by person, timeframe, all the emails they send, their open rates, response rates, including email templates, and their open rates and response rates which means you can A/B test email templates. That A/B testing of email templates will help you figure out which email templates are performing better than others, which email templates are getting the better responses than others. This is the place to do that. Again you can pick any timeframe and any person’s emails. That’s it! And the last section here on pipeline, I can’t show you this because we’re launching some exciting newer pipeline features. Stay tuned. It’s coming very soon. Keep a lookout for that. That’s it, folks. I’m finished with my session. I’m going to open it up to questions now. I can either turn it on audio or you can just ask the questions in chat and I’ll keep answering. Sounds good, Daniel. Feel free to log off if you’re done—if you don’t have any questions.