What is the Hoop Call Logging App and who should use it?
The Hoop Call Logging App is a feature designed to capture and centralize all your phone conversations directly within your Hoop CRM. It is ideal for sales, support, and account management teams who need accurate, immediate documentation of customer interactions without manual entry.
When you place or receive a call within the CRM, the app automatically logs essential details. This ensures every contact, company, deal, or ticket record has a complete and consistent timeline of communication. This consistency is crucial for internal accountability and providing seamless customer experiences across your team.
How does the app utilize AI for transcribing and summarizing calls?
The app integrates AI capabilities to automatically transcribe call audio into text and generate concise summaries of the conversation. These summaries trigger instant actions like creating follow-up tasks, eliminating the need for representatives to spend time writing detailed call notes.
Key benefits include:
- Find signal fast: Users can search transcripts by keyword to revisit key moments of a call quickly.
- Next steps: Tasks are created immediately from AI summaries, ensuring timely follow-through and assignment of owners.
- Coaching cues: Talk ratios and topic detection help managers identify skill gaps and areas of excellence for improved coaching programs.
How does the Call Logging App help with automating follow-through actions?
The feature automates critical post-call processes, transforming conversation outcomes into actionable steps within the Hoop platform. This accelerates the sales cycle and improves customer service responsiveness.
Automation is triggered by call outcomes or specific phrases in the transcript, ensuring no task is missed. You can set up workflows to:
- Create tickets or tasks automatically based on the call's outcome.
- Trigger internal workflows when key phrases or statuses appear during a call.
- Notify managers immediately on high-risk escalations or urgent issues, ensuring prompt resolution.
What compliance features are included to protect sensitive calls and data?
Compliance and data security are central to the Hoop Call Logging App. The app provides tools to manage legal requirements and control access to sensitive information, protecting both your company and your customers.
The compliance features include:
- Regional recording notices to ensure adherence to local laws.
- Retention management policies for controlling how long recordings and data are stored.
- Access controls, permissions, and comprehensive audit logs that track who accessed which records, ensuring sensitive calls remain protected and secure.
What are the pricing plans that include access to the Call Logging App?
The Call Logging App is available across multiple Hoop pricing tiers to accommodate the needs of different-sized teams and organizations. This feature is included in the core, pro, and enterprise plans.
For smaller teams starting out, the core plan provides fundamental logging and recording capabilities. As your organization grows and requires more advanced features, such as deep AI analysis, enhanced automation, and granular permission controls, you can upgrade to the pro or enterprise plans for full access. Specific usage limits and call volume allowances scale with each plan, ensuring cost-effective operation for high-volume sales environments.
How can managers use the app to efficiently improve team performance?
Managers can leverage the integrated performance tracking capabilities of the Call Logging App to gain actionable insights into team and individual representative effectiveness. These metrics are crucial for refining sales scripts and coaching programs within the Hoop environment.
The app trends key performance indicators over time. This allows managers to identify successful patterns and areas needing improvement based on real data. Key metrics available for review include:
- Connect rates and call outcomes.
- Time-to-follow-up metrics by individual representative and team.
- Analysis of talk ratios and topic detection from transcripts for targeted coaching.