Ribbit for Salesforce FAQ
About RibbitHow Calls & Voicemail Work
Getting Up & Running
Using the Ribbit Service with Salesforce
Support
Purchasing & Pricing
About Ribbit
Who uses the Ribbit for Salesforce service?
Ribbit for Salesforce is mainly used by mobile sales professionals, but anyone with a mobile phone and a Salesforce license can benefit from the service. Sales teams seeking improved efficiency, collaboration, and CRM adoption, in particular, find this service most valuable.
Our clients include Santander Consumer USA, Russell Investments, Delta Dental, Xerox Scan and Print, and Legrand among others. Ribbit for Salesforce is applicable across all industries, wherever there is a desire for superior call and message management, outbound SMS capability, and increased productivity.
What is working with you like?
Ribbit is a small company with big ideas. We offer the attention and support you'd expect from a smaller company, with the high level of quality provided by larger businesses. Working with us is easy - we provide top-notch customer service and expert support.
Can I trust that Ribbit is a credible company?
Ribbit is a wholly owned subsidiary of BT, a global leader in telecommunications. Ribbit for Salesforce, an AppExchange Certified web-based service, is Ribbit's longest selling product. It has been benefiting businesses since 2008.
How Calls & Voicemail Work
Does Ribbit replace my standard voicemail? How?
In the Full Configuration mode, Ribbit replaces your standard mobile carrier voicemail. You can connect to Ribbit using the standard call forwarding technique that is supported by all the major mobile providers. To make it simple, Ribbit provides an activation wizard that walks you through enabling Ribbit voice messaging. Instead of going to your standard carrier voicemail, your missed calls are forwarded to Ribbit's advanced voice service platform, which includes voice to text conversion. You can easily switch back to your carrier's voicemail system at any time.
Can I use Ribbit without replacing my standard voicemail?
Yes, there are a number of Ribbit features that do not require switching over your voicemail.
For example, you can:
• Call notes and messages into Salesforce using Ribbit's dictation and voice to text capabilities
• Send broadcast SMS text messages and reminders from Salesforce
• Make outbound calls from the Ribbit web phone
How does Ribbit for Salesforce handle my voicemail?
Ribbit replaces your existing voicemail service. When you miss a call, Ribbit will play your voicemail greeting, record the caller's message, and transcribe the message to text. A transcription will be sent to you via SMS, email, and your Salesforce account. You can also listen to an mp3 or wav file of the original message. Of course, you always have the option to call in from your phone to listen to messages.
How accurate is the voice-to-text transcription?
Our voicemail transcriptions generally have an 80-90% level of accuracy. The accuracy is affected by excessive background noise, poor phone coverage, or strongly accented speech. For those times when the transcription isn't able to capture all the details, an audio recording is available for clarification.
How long do the voice-to-text transcriptions take to arrive?
For a typical voice message, the transcription generally arrives within 4-5 minutes. Messages that are more than 30-45 seconds in duration may take longer.
Can I use this with landlines and voice over IP, as well as mobile lines?
Ribbit for Salesforce is easily deployed and offers the broadest range of functionality when used with your mobile phone. Some aspects of the service will work from any type of phone line. For example, you can record voice memos from any phone. You can also set up intelligent call routing to route incoming calls to your mobile to ring on any type of phone.
In order to route landline or desk phone voicemail to Ribbit, your existing phone system must support standard conditional call forwarding. Please contact Ribbit support to find out if your desk phone system is compatible.
What is a voice to text segment?
A segment is a standard measure of voice to text message length. Each segment is comprised of up to 30 seconds of a recorded message, which then gets processed for transcription. Average messages are one segment long; however, some are more than one segment. For example, an 80 second message would be counted as three segments.
How can we be protected from overages?
Aside from purchasing unlimited use plans, there are two other approaches to minimizing overage exposure:
1. You can submit a request via Ribbit Support to limit usage to the pre-paid amount (i.e. set user accounts to stop after 80 transcriptions / mo.).
2. You can purchase Service Packs of transcriptions, SMS messages, or minutes which provide bulk pre-paid pools of services to be shared across your users.
You can request that your Ribbit account stop transcriptions when your account limit is reached. You will still receive recorded messages, but no transcription will follow.
Where is the text and audio stored?
Text and audio files are stored on Ribbit's servers, minimizing the impact on your Salesforce storage consumption. Text is also stored in your Salesforce.com account with a link to the audio that is stored on the Ribbit servers.
Getting Up & Running
How hard is it to use Ribbit for Salesforce?
The service is very easy to use. Set-up is simple, and no extensive training is required to get started. There's no software to download and maintain. It's completely web-based, so you have access to what you need, wherever you are. Ribbit uses the secure Salesforce API to flow calls, messages, voice memos, and outbound SMS automatically into your Salesforce CRM. For explanation of how to use specific features, we offer a comprehensive User Guide for your reference.
What is involved in setting it up?
Your Ribbit for Salesforce service can be installed instantly using the AppExchange and your Salesforce account. Be sure to consult the Installation Guide prior to beginning installation to confirm that your system meets requirements. Once you've done this, simply click to download the app using the AppExchange, and follow the instructions. Here are the main steps involved:
• You will need to enter your Salesforce user name and password. You must be a System Administrator to set up the service.
• Select Production for your installation environment, agree to the terms, and click Install.
• Grant access to all users.
• Complete installation and deploy.
• Set up Ribbit's web service IP address as a trusted IP address.
• Add the Ribbit Message Box as a Home Page component to relevant Page Layouts.
• Register users.
Set-up can be completed in as little as 15-30 minutes. Your service will start automatically once it's installed.
What is the recommended way to onboard the team?
Our detailed Installation and User Guides will direct you and your team through set-up and service features.
We recommend that you:
1. Set up the service and test with 1-2 users
2. Hold an on-boarding webinar session for a broader group of users, focusing on 1-2 major capabilities
3. Hold subsequent best practices or on-boarding sessions as needed to explore further capabilities
Please contact Ribbit if you are interested in assistance with service set-up or best practice user training.
What training is required for our users?
Ribbit for Salesforce requires no complex or costly training. The service is remarkably user-friendly, but if you do encounter any issues, the help section on our website can provide the answers you need. Visit www.ribbit.com/salesforce/help, or contact Ribbit support at 800-4-RIBBIT or support@ribbit.com for further assistance.
Can we customize the service?
Yes, customization is possible. The Ribbit user interface and workflows are standard Salesforce components and are customizable in many cases. Ribbit integrates via the Salesforce API and standard activity workflows. You may choose to enable the full range or a subset of the Ribbit capabilities in Salesforce. For example, you can personalize how phone numbers and message notifications flow, as well as voice-enable any custom object.
You also have the option to choose whether to use Ribbit in a limited mode or full service mode.
With the Voice Memo Configuration, you do not have link your mobile phone to the Ribbit for Salesforce system. You get the following features:
• Dictate voice memos. Call in meeting notes or email drafts to Salesforce - accelerate information flow and avoid having to type updates later.
• Send SMS from Salesforce. Send an SMS message from your computer, reply to a voicemail with an SMS message, or send a broadcast message to your team.
• Make outbound calls. Initiate calls from your computer.
With the Ribbit Full Configuration, you set up a link to the Ribbit for Salesforce system, which will handle your voicemail under certain conditions. You get all the features of the Voice Memo Configuration, plus the following additional features:
• Manage voicemail. Let Ribbit automatically store your voicemail messages and associate them with Salesforce records, such as Contacts and Leads. Receive an email or SMS notification when you have voicemail, and have the original message delivered to you with the transcription. Manage your voicemails in an online Message Box.
• Direct inbound calls. Send calls directly to voicemail, or choose to answer calls from alternate phones.
Using the Ribbit Service with Salesforce
What happens with calls I don't want documented in Salesforce?
Ribbit is designed so that only business-related calls are documented in Salesforce. In order for a call or a message to be mapped into SFDC activity logs, the incoming number must match an existing lead or contact record in Salesforce. Other calls and messages will appear in your Ribbit message box, but they will remain private (i.e. others at your company cannot see them). You can simply delete any calls or messages from your inbox using either your phone or your Salesforce.com account.
If desired, you can also disable the auto lookup function, which automatically associates messages with relevant contacts. With this feature disabled, messages will no longer be attached to contacts.
Can we buy for a subset of all of our Salesforce users?
Yes, Ribbit for Salesforce allows you to select any number of users, so you may choose to only activate a subset of your workforce.
Can non-Salesforce users use this?
All Ribbit for Salesforce users must also be Salesforce or Force.com users. Those who are not Salesforce users can enjoy some of the benefits of the Ribbit for Salesforce service, such as voicemail transcriptions, intelligent call routing, and voice memos, by using Ribbit Mobile. Learn more at:
www.ribbit.com/mobile
Does it support the version of SFDC we have?
Ribbit for Salesforce is compatible with Salesforce Professional, Platform, Enterprise, and Unlimited editions.
Will the sales reps like Ribbit for Salesforce and want to use it?
Ribbit for Salesforce can increase productivity and boost efficiency throughout your sales organization, giving sales reps more time to sell. To experience the benefits of the service, we recommend that a few team members try it out to see the difference it can make for the team.
How strong is the integration with Salesforce?
Ribbit has taken a 360 degree approach to integrating with Salesforce. In addition to API, workflow, and custom object level integration, Ribbit provides a fully integrated Admin and User interface in Salesforce.com. It's designed to provide you with a seamless extension of your CRM solution whether you are managing users, changing your settings, or managing integrated communications.
Support
How are we notified of service updates and downtime?
Ribbit will send email service notifications and alerts to your administrators and post service status updates on the Ribbit for Salesforce knowledgebase website.
What happens if we can't get the service set up the way we want it?
If you are having trouble setting up and configuring your service to fit your business needs, Ribbit support can help. Contact our support technicians with your questions.
What happens if our SFDC admin has problems?
First go to the Ribbit for Salesforce "Help" page on the website (http://www.ribbit.com/salesforce/help/). If your questions cannot be answered there, then contact Ribbit support with any questions.
Call us:
From the U.S. +1 800 474-2248
From the U.K. 0800 917 1775
From International location +1 650 351 6704
Phones are answered 24 hours a day, 7 days a week
Email us:
support@ribbit.com
Emails are answered Monday through Friday:
Pacific: 3:00 am to 3:00 pm
Eastern: 6:00 am to 6:00 pm
Greenwich Mean Time: 11:00 am to 23:00 pm
Purchasing & Pricing
How much does Ribbit for Salesforce cost?
Service packages begin at $15/user per month. See packages and pricing at the Ribbit for Salesforce site at http://www.ribbit.com/crm/salesforce/pricing.php.
Will this require us to buy additional SFDC storage?
No additional storage is necessary.
Will we be able to get proper documentation for finance?
Yes, Ribbit will work with you to get you the documentation you need.
Is there a volume discount?
We can discuss customized pricing, depending on the details of your deal. Please inform us of your needs, and we will ensure that your service plan fits your needs.
What is the minimal commitment we must make in order to purchase?
There is no minimum license quantity to buy, and there are no set-up fees. Ribbit for Salesforce can benefit organizations of any size, instantly. There are no hidden charges.
How can we estimate the actual costs (overages, etc.)?
Check out our plans and pricing page (http://www.ribbit.com/crm/salesforce/pricing.php)
to select the service plan that best fits your business needs. With the addition of service packs, you can supplement your plan. The service packs are compatible with all plans, and they include specified list prices for overages. Our service pack options provide you with additional voice to text transcriptions, Salesforce SMS messages, and outbound U.S. domestic calls.
For example, if you are subscribed to the Business Plan ($25/user/month), your voice to text transcriptions are limited to 40 segments per month. If your users receive messages constantly, but you don't wish to upgrade to the Enterprise Plan ($50/user/month), you can either add Service Pack 1 to receive an additional 1,000 segments per month for $225/month, or if you need only a small increase in segments, you can calculate your overage at the cost of $0.25 per segment.
Overages can also be calculated for Salesforce SMS messages at $0.15/message and outbound U.S. domestic calls at $0.05/minute.