Terminology

The terminology section of our guide serves as a glossary and brief introduction of the terms used throughout QuickDesk. We’re constantly adding new features and functions and might miss out something from time-to-time; if there’s anything you’re unclear about please feel free to ask us through our web chat app!

Leads Spreadsheet

The leads spreadsheet is a repository of all the lead and customer contacts you have in QuickDesk. This is where you can perform most of the functions in QuickDesk, such as managing contact information, communications, note taking, and task and appointment setting.

Here are some of the terms you will find on the leads spreadsheet:

  • Lead: A lead is any person or entity that has the interest, authority and finances to purchase a product or service.
  • Type: Type describes whether the lead is a person or a company.
  • Source: Source describes where you collected your lead from – for example it could be an event or place or you met the lead at, or referrals received from partners or customers
  • Tags: Tags are keywords or terms that can be used to categorize your leads, and are useful when you need to retrieve specific customer segments quickly. For example, if you have leads which require more attention than others, adding a “Priority” tag to them can help you differentiate them from other leads.
  • Status: Status refers to the stage in the sales cycle the lead is at:
    • New – completely fresh leads that you have not contacted before.
    • Approached – leads that have been engaged with before but are not yet considered likely to be a customer
    • Potential – leads that are judged to be likely customers for your product or service
    • Won – leads that have been successfully converted into paying customers.
    • Lost – leads or customers that have chosen not to purchase the products or services offered.
    • Not Now – leads that might be potential customers but are not ready to make a purchase at the moment.
Calendar

The calendar gives users an overview of their schedule and allows for tasks and appointments to be set.

  • Task refers to pieces of self-assigned work designated to be completed within a certain timeframe.
  • Appointment refers to agreements with leads or customers for a meeting or some other form of communication.
  • Agenda is a sequential list of all tasks and appointments you have in your schedule.
History
The history page lists records of all emails, calls, and SMSes made to your leads and customers via QuickDesk.
Files
The files page allows you to upload files that you might use frequently in your sales activities, such as approach scripts, quotations, or other sales aids. From here, you can also organize all your uploaded files and attach files to particular leads.
Hunter
The Hunter dashboard is QuickDesk’s mass communication centre – from here you’ll be able to do mass calling with autodial and send SMSes and emails to multiple leads.

Features

Communications

Setting Up
  1. When you first enter QuickDesk, you’ll be prompted to enter your telephone number. Enter and verify your phone number if you want to begin calling and SMSing immediately.
  2. If you choose not to do so, you can still setup your number by accessing Settings from drop down menu on the top right-hand corner, going to the Phone tab under Integrations and completing the activation.
  3. An email will also be sent to you to confirm your email address, following your account registration on QuickDesk. Confirm your email address by clicking the link in the email message if you wish to begin emailing.
Calling and SMS

Calls, SMS and emails can be made from a lead’s Contact Card, accessible by right clicking on the lead’s name from anywhere within QuickDesk.

To call: Clicking the telephone icon next to the lead’s contact number on the contact card will open a call widget on the bottom of your screen – click DIAL to make the call.

Once your phone call goes through, the DIAL PAD button will become active. Simply click on the icon and use it like a normal dial pad on your phone

To SMS: Clicking on the SMS icon next to the lead’s contact number on the contact card will open an SMS widget on the bottom of your screen, where you can type and send your message.

You can also SMS multiple contacts by adding more addressees at the top of the SMS widget by typing in their name or mobile number.

To Email: Clicking on the Mail icon in the Contact Card will open an email widget on the bottom of your screen, where you can type and send your message.

You can also email multiple contacts by adding more addresses under the “To:”, “CC:”, or “BCC:” sections at the top of the email widget.

Communication using the Hunter Dashboard

QuickDesk allows users to contact multiple leads in a mass and rapid manner through its Hunter Dashboard.

To do so, access the Hunter dashboard from the sidebar menu. Select the leads you wish to add to your autodial list with the checkboxes on the left of the Lead, and then ADD TO HUNT LIST.

When you’ve confirmed the list of leads you wish to call, click BEGIN HUNT. You will be able to conduct an autodial sprint or send mass SMS and email messages from the next page.

Topping up your call/SMS credits
Our self-serving top up mechanism is currently in development. If you wish to top-up your call/SMS credits, please contact our friendly customer service officers using the chat widget on the bottom left of the app!

Leads Spreadsheet

What is the leads spreadsheet?
The leads spreadsheet is where you can add, edit, manage and interact with leads quickly and easily.
How do I add leads?
  1. Click the Leads button on the sidebar menu.
  2. Click the Add Lead button on the top right of the page.
    • Select either to add a Person or Company depending on the type of lead you are handling
    • You can also add leads on the Hunter page using the Add Lead button located on the filter panel.
How do I import leads?
  1. Click the Add Lead button on the top right of the Lead Spreadsheet.
  2. Click Import.
  3. Choose either Import Person or Import Company.
  4. Upload and then select Import.
  5. Choose either to Import Person or Import Company.
  6. Select and upload the file containing your leads’ details. The file formats accepted are the .xls, .xlsv, or .csv format.
    • QuickDesk will automatically detect the category headers in your uploaded file from the first row of the document. To make the import process easy, be sure to organize your spreadsheet such that the category names are listed in the first row.
      Example of first-row headers
  7. You’ll be brought to the step called Columns. Check to see if QuickDesk has organized your category headers correctly. Typically, QuickDesk will automatically and correctly match the headers appropriately, but if it doesn’t, you can manually drag and drop the headers into the corresponding categories on the QuickDesk import interface.
  8. Once your sorting is done, you will be brought to the Extras step. Here, you can indicate where the leads imported were gathered from under Source. You can also create Tags to identify the group of leads imported. Default status allows you to classify which stage of the sales process you are at with the imported leads.
  9. After you’re done with the extras, the Confirmation step gives you a preview of how the leads uploaded to QuickDesk will look. If there are any mistakes in the arrangement, you can return to the previous steps by clicking on the tabs above.
  10. Once you are ready to upload the information, hit Confirm. Your imported leads will now be reflected in the Leads spreadsheet.
How do I edit my leads?

There are 2 ways to edit leads’ information:

  1. You can edit lead details directly from the leads spreadsheet by double clicking on the specific cell you wish to edit. OR
  2. Edit details through the Contact Card.
    • Right click on the lead to open the Contact Card.
    • Click the More tab on the top right corner to begin editing. The detailed contact card will appear.
    • To edit Contact Information, Click on the Edit button. To add tags to the lead, simply type in the field. You can also add additional info by clicking on the Add button. To edit the name of the lead, click on the pencil icon next to the lead’s name at the top left corner. The bottom pop up will appear.
How do I delete a lead?

There are 2 ways to remove a lead from QuickDesk:

  1. Delete a lead through the leads spreadsheet.
    • Choose the lead you want to delete by selecting the checkbox at the left of the lead’s name. The lead’s row will be highlighted.
    • Click the ACTIONS button. A drop-down list will appear. Select Delete.
  2. Delete a lead through the lead’s Contact Card.
    • Right click on the lead to open his/her Contact Card.
    • Click on the More tab.
    • On the top right corner of the Contact Card widget, click the Down Arrow icon
    • Select Delete.

In both instances a confirmation message will appear. Confirm the deletion only if you are certain that you want to remove the selected, lead as this action cannot be undone.

How do I SMS, email, or call multiple leads?
  1. Under Dashboards on the sidebar menu, select Hunter from the drop-down list. This will bring you to the Hunter dashboard that allows communication with multiple leads.
  2. Select the leads you want to contact using the checkboxes to the left of the leads’ names. You can make use of the filters to narrow down your leads according to their source, status, or tags.
  3. Click ADD TO HUNT LIST, followed by BEGIN HUNT
  4. On the next page, you’ll be able to select from a list of actions including Autodialing, SMS and email to carry out your mass communication.
How do I search for leads?
You can search for leads using the search bar located at the top of screen. The search bar is a static feature that you can access from anywhere within QuickDesk.
Displaying Columns

As your contacts grow, it might get overwhelming to keep track of all other miscellaneous columns of information. To tackle this, click on the Display button at the top right corner of the leads spreadsheet and check only those columns you need to see.

For your convenience, the columns have been sorted alphabetically so you are able to quickly display or hide columns.

Filtering

You can apply filters to display only the leads you need. To do so, click Filter on the top right corner of the leads spreadsheet. From there, you can select filters according to the category and value you need.

For example, you might only want to see leads that have been approached. In this case, you would filter the leads using the category “Status”, and the value “Approached”.

Sorting
You can organise your leads by sorting them in ascending or descending order in a particular column. To do so, simply click on the column header.

Contact Card

What is a Contact Card?
The Contact Card is a widget that gives you all the information you have about a lead in a simple, single view. Think of it like a patient’s card at the doctor’s: you can view the lead’s details, your upcoming appointments with him/her, interaction history, notes, and even attachments.
Where can I access Contact Cards?
The contact card can be accessed by right-clicking on a lead. This action will trigger the pop-up contact card.
What is in a Contact Card?
Info

The Info section provides a quick overview of a lead’s basic information, such as contact details, upcoming tasks and appointments with the lead. An ADD NEW button allows you to set new tasks or appointments for the lead. The section also reflects the tags the lead has been given.

Notes

The Notes section displays all notes written about your lead. More notes can be added with the +ADD NOTE button at the top right corner of the section.

More (Expanded View)

Clicking More opens a detailed view of the Contact Card. From this view, you’ll additionally be able to edit the contact’s basic information, have a view of the interaction history with the lead, and manage file attachments to the lead.

Goals and Statistics

What are the Goals and Statistics Tabs?
The Goals and Statistics tabs are two modules that allows you to set goals and keep track of your sales performance.
Goals
The Goals tab allows you to set a goal for yourself. Some of the targets you can set to achieve include: number of calls, appointments and/or closing appointments.
Statistics

In the statistics tab, you will be able to track your performance during a certain time period. Click on the two date ranges at the top of the tab to select which date range you would like to track. The statistics tab will give you various information, such as:

  • Number of SMS sent
  • Number of phone calls made
  • Number of emails sent
  • Appointments and tasks created
  • Total number of leads and leads breakdown according to statuses and categories

Calendar

What is the calendar for?
The Calendar feature in QuickDesk helps you keep track of all your tasks, appointments and events. If you have synced QuickDesk with your Google Calendar, information logged from QuickDesk will appear in your Google Calendar as well.
What is the agenda view for?
The agenda view located on the right of the calendar provides a list view of all your tasks, appointments and events. Information is listed in a chronological order, starting with the nearest upcoming event.

Task & Appointment

How do I add tasks?
  1. Click the Add button on the top right of the page.
  2. Select Task. A new window will appear.
  3. In the Leads field, select the lead(s) associated with your task.
  4. Set the Due Date for the task.
  5. Input any additional information you have for the task under Description/Notes.
  6. Select Save. Your task will be captured and reflected in the Calendar as well as the lead’s contact card.
How do I add appointment?
  1. Click the Add button on the top right of the page.
  2. Select Appointment. A new window will appear.
  3. In the Leads field, select the lead(s) associated with the appointment.
  4. Add a Title for the appointment.
  5. Select the Start and End Date for the appointment.
  6. State the Location of the appointment.
  7. Select the type of appointment: Fact Find, Presentation or Closing.
  8. Insert any additional information you have for the appointment under Description/Notes.
  9. Select Save. Your appointment will be captured and reflected in the Calendar as well as the lead’s contact card.
How do I edit tasks or appointments?

You can edit saved tasks and appointments from two different places: Calendar and the lead’s contact card.

  1. Via Calendar
    • Select the Calendar page on the sidebar menu.
    • In the calendar, click on the task or appointment that you wish to change.
    • Click on Edit. This will bring up the item details for the task or appointment. You can edit all information in the respective boxes.
    • Click Save to confirm all changes.
  2. Via Contact Card
    • Select the Leads page on the sidebar menu.
    • Open the contact card for the lead whose task, appointment or event with you want to edit.
    • Select More on the top right corner of the contact card to open the expanded view.
    • Under the tab Activities, the chronological view of all tasks and appointments with the lead will be reflected. Click on the pencil icon next to the task or appointment to bring up the item details. You can edit all information in the respective boxes.
    • Click save to confirm all changes. You have edited the information
How do I delete tasks or appointments?
Tasks or appointments can be deleted by selecting the red trashcan icon located at the bottom left corner of the item details. You can access the item details from either the Calendar or a lead’s contact card.

Integrations

Google Calendar

QuickDesk can be synced with your Google account so that all tasks and appointments made in QuickDesk also show up on your Google Calendar.

  1. To do so, access Settings from the top right hand menu, then go to the Google Calendar tab under Integrations and click Link Now.
  2. If you are not logged into Google, you should be prompted to do so. Once logged into Google, the following page will appear. Click Allow:
  3. Google Calendar will take a few moments to link with QuickDesk. When that’s completed, click Close. Done!
  4. You will see a new calendar called QuickCloud in your Google Calendar. You’ll find appointments, tasks, and events added from QuickDesk there.
DNC Screening

SMS advertising and telemarketing is controlled in Singapore by a Do-Not-Call (DNC) regime under the Personal Data Protection Act. The DNC regime prohibits organizations from making such messages or calls to Singapore telephone numbers, including mobile, fixed-line, residential, and business numbers, listed in the registry. Organizations that contravene this regulation may be subjected to fines.

DNC screening services help businesses identify telephone numbers listed on the registry so as to ensure compliance with the regulation. QuickDesk offers integration with a DNC screening service called SpiderGate (for customers in Singapore only), which checks and prevents users from making calls and messages to listed numbers.

If you’d like to sign-up for SpiderGate, please contact us at contact@quickdesk.io!

Once you have an account at SpiderGate, you can set it up to work with QuickDesk:

  1. Access Settings from the top right hand menu, then go to the DNC Screening tab under Integrations and click Link Now.
  2. You will be prompted to log into your SpiderGate/Hoiio account with your registered telephone number.
  3. Once logged in, the synchronization should begin automatically. If you have multiple accounts with Hoiio, select the one that has SpiderGate.
  4. SpiderGate will take a few moments to link with QuickDesk. When that’s completed, click Close. Done!

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