Helpdesk Enhancement: Copy and Paste Images

We have added the ability to copy and paste images when creating or editing Helpdesk tickets.

Including images in tickets will help clarify any issues that may arise from only using text.

It is one more way IRIS helps ISOs run their day-to-day operations.

Using this enhancement is as easy as it gets.

 

To include an image on a ticket simply copy the image and paste it into the comments field and it will show as an attachment. 

Add the comment and it will show the note and a thumbnail of the image:

 

You can see an enlarged preview of the image and the option to download it by clicking on the thumbnail:

 

 


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New Integration: LiveChat With Support Or Your Merchants

Has your team ever had a how-to question about IRIS CRM?

 

We recently rolled out the ability for IRIS CRM clients to chat directly with our support team from any page:

 

Access to IRIS CRM Support Chat will be available to Admin users by default and can also be enabled for Advanced users.

IRIS CRM support aims to be as readily available to our clients as possible during regular business hours.

Your team will now see a “Have Questions? Let’s Chat!” icon at the bottom right of your site:

 

Click on this chat icon and you will be routed to an IRIS CRM Support Chat member:

 

Now you can LiveChat with your merchants too:

Provide an immediate level of service through IRIS CRM that will give your ISO an edge over the competition with issue SLAs.

When you sign up for a LiveChat account you can provide live chat support to your merchants directly through your IRIS CRM site.

Once your LiveChat account is created, you can request an API key from LiveChat and submit a ticket for our team to enable the LiveChat feature.


Get A LiveChat Account

Within LiveChat, make sure you enable your IRIS CRM site’s address (.iriscrm.com) to be a Trusted Domain:

When the LiveChat integration is enabled, merchants that are logged into IRIS will be able to interact with your ISO customer service team.

If everyone is signed out of the LiveChat app, merchants can leave a message which will be emailed to you.

 


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Call Center Software

The Benefits Of Upgrading Your Call Center Software

Utilizing a call center is one of the best ways to generate profit in selling credit card processing services. However, much of the software used by call centers today is slow, outdated, or just plain annoying to use, resulting in less-than-optimal sales performance. IRIS is here to help, with an integrated phone system that will help you produce great results from your call center. Here’s a look some features of our call center software.

Cloud-Based Contact Center

A major downfall of current call center systems is that they quickly grow outdated and obsolete. The IRIS Dialer uses a cloud-based contact center, allowing you to scale your call center cost-effectively and always maintain high security and dependability. Working with the cloud means that you’ll always be on the cutting-edge of technology. Your call center won’t become outdated or obsolete any time soon, and all it takes to get started is a USB headset!

Local Presence Dialing

Many people ignore calls from numbers that start with “1-800” or “888,” taking away the opportunity to generate sales right from the start. The IRIS Dialer uses a dynamic caller ID, meaning that a local area code is displayed based on the outbound number’s area code. For example, if the outbound number uses a “718” area code, your area code will also be displayed as “718.” Using a local presence can increase your contact rate by up to 400%!

Enhanced Software Capabilities 

With a single click, your reps can initiate calls from leads while managers listen in on live calls. No more wasted time dialing numbers, which means more time on the phone with potential customers! Record calls for later review or use for training and instructional purposes. The IRIS system also allows ISO owners to view the number of calls and talk time produced by their teams, granting a better understanding of what works and what doesn’t in your call center.

If you’re ready to upgrade your call center software, generate more customers, and save more time and money, contact us today!


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local presence

Dialer Enhancement: Local Presence

IRIS CRM is proud to introduce Local Presence to its integrated dialer.

IRIS Dialer users now have the ability to automatically show up as a local phone number on a prospect’s caller ID.

When local presence is enabled and you own a phone number with a matching area code to the number being dialed, that phone number will be used for caller ID purposes. If the merchant calls back the number it will be routed to your existing IVR or inbound calling workflow.

Using a local presence dialer can boost call connection rates by almost 400%.

Dialing technology enables reps to dial an average of 48% more prospects and to have 15% more sales conversations every day!

If you wish to add phone numbers we can provide them for $3.00 per number per month (local) and $5.00 for toll-free. We can also port any existing phone numbers you already own at no charge.

To begin using Local Presence navigate to  Manage > Administration > Manage Dialer Settings > Click the Local Presence tab

You will see a list of area codes along with the state and city:

screenshot_4

If the box is checked the list will show you the area codes you do not own yet, based on the area codes that exist on your lead records:

screenshot_5

 

You can easily see how many area codes you own and generate numbers that are available for the area codes you wish to purchase:

screenshot_9

 

Once you have the numbers available navigate to the Manage Extensions tabs and enable local presence on the users you wish:

screenshot_8

 

For questions regarding this feature please contact us, LiveChat us on iriscrm.com, or email support@iriscrm.com.


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dialer

New Dialer Feature: Call Forwarding

IRIS Dialer users can now forward their calls to an external number.

For example, a merchant dials your office number and extension and the call will be forwarded to your cell phone if you are out of the office.

Each added phone number has to be verified and the user must have an extension assigned to them.

 

Call forwarding is very easy to set up:

First, go to Manage > Administration > Manage Dialer Settings

 

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Next, click the wrench icon on the user and click the settings cog

 

dialer

 

 

Finally, verify the phone number and enable forwarding by clicking the check box

 

dialer

 

 

For questions regarding this feature please contact us, LiveChat us on iriscrm.com, or email support@iriscrm.com

For electronic payment breaking news, feature releases and industry developments, please subscribe to the IRIS CRM newsletter.

Click Here To Test Drive IRIS CRM!