With Digicalls24, Digistore24’s telephone feature, you can now easily manage a complete telephone sales team – even as a one-man business! How is this possible? At Digistore24, our new telephone feature has automated all the processes needed to ensure a seamless telephone sales operation.

Just 4 steps

All you have to do is set up a sales team (step 1) and add members to it (step 2). Then, determine the commissions of the members (step 3) and create ticket triggers (step 4) that automatically create telephone tickets for your sales team.

This way, your team members know when to call which customer and for what reason; and automatically receive their commission upon successful completion of a sale. You as a vendor don’t have to do anything else!

Below we will guide you step by step on how to set up Digistore24’s telephone feature.

Step 1 - Set up a sales team

First, set up a sales team so that you can add members to it in the second step.

1. In the Vendor view, go to Settings > Manage sales teams.
2. Make sure you are in the tab Teams.
3. Click on the button Create team.
4. Give your team a Name.
5. For Active, click Yes if your team is set to start work immediately.
6. For Team share, you can split the commission that a single telemarketer has generated across the entire team. This may be appropriate if e.g. some employees focus more on providing support than generating sales which means they can sell less directly.
7. If you select No for Commissions require approval, then the commissions will be paid out directly. If you select Yes, then a team member who has the Can approve commissions setting enabled (in the tab Members) must approve the commission before it is paid out. In this case, the Approve follow-up payments automatically field opens. You determine here whether approval for follow-up payments (subscription and installment payments) needs to be obtained again.
8. If you want Digistore24 to send you a Status notification, click Yes. In this case, further fields will open which enable you to specify to whom, when and for which case types reports are to be sent.
9. Finally, click Save.

Step 2 - Add members to your sales team

After you’ve set up a sales team in the last step, now add members to it. All members must have their own account on Digistore24. If this is not yet the case, your members can register here: https://www.digistore24.com/signup

1. In the Vendor view, go to Settings > Manage sales teams.
2. Change to the tab Members.
3. Click on the button Add members.
4. In the window that opens, select the sales team you’ve just set up and click Ok.
5. Enter the Digistore24 ID of the member you want to add. You can also add multiple members at once here.
6. If you would like to activate the member immediately, then select the option Yes for Active.
7. For Payout factor, determine what percentage of their total commission the members should receive. The field gives you the possibility of rewarding a beginner differently to the rest of the team.
8. If you want to grant the member the right to determine team rights, team roles and commissions, select the option Is team admin.
9. If necessary, make the member Sales manager. This way, you involve the member in the Manager commission and you can specify the amount for this in the field that opens up.

   Attention
   

   The manager commission is deducted from your net earnings and not from the total commission. In addition, the manager commission is calculated separately from the payout factor. The basis for the percentage is the commission that is paid to the team members.

   Example
   The team makes sales for 1000 euros net. If the initial team share is 10%, the team will now receive a 100 euro commission. If you have a manager commission of 10%, the sales manager receives 10 euros and you as a vendor receive 890 euros net.

10. For Can receive payouts from Digistore24, select Yes if it is a freelance member. However, if the member for whom you are adjusting the settings is employed by you, select No. This way, you avoid having to pay social security contributions; in this case you have to pay the commission as part of the payroll.
11. For Can approve commissions, you can grant this right to the member. This is sensible if you decided in “Step 1: Set up a sales team” that commissions require approval.
12. By activating the option Can set affiliates for orders, the member can ensure that an affiliate is paid when a customer can be traced back to them.
13. If a customer has already placed an order, grant the member the right to change the affiliate of the order by activating the setting Can change affiliates for reservations.
14. For Can process case types, select all case types for which the member receives a telephone ticket. For example, you can create a team that is only responsible for cancelations.
15. For For languages, you can specify in which languages the member can make calls.
16. For Overwrite members, specify whether the settings that have just been adjusted should overwrite older settings.
17. Finally, click the button Add members.

You will find an overview of all your members by going to Settings > Manage sales teams in the tab Teams. Click on the pencil icon to edit the settings again.

Add yourself as a team member

So that it’s possible for you as team admin to access your own member area, make calls, approve commissions and view statistics, you must add yourself as a team member with the corresponding rights.

1. In the Vendor view, go to Settings > Manage sales teams.
2. Change to the tab Members.
3. Click on the button Add members.
4. In the window that opens, select the sales team you’ve just set up and click Ok.
5. Now enter your own Digistore24 ID.
6. Since the sales commissions are deducted from your net vendor earnings, set the payout factor to 0%.
7. In the following fields, activate the options Is team admin and Is sales manager. You do not have to allocate a Manager commission because it’s deducted from your net vendor earnings, not from the team commission.
8. For Can receive payouts from Digistore24, select Yes.
9. In the following fields, activate the options Can approve commissions, Can set affiliates for orders and Can change affiliates for reservations.
10. Since you will surely want to be able to edit all Case types and Languages, leave the default settings in the following fields.
11. If you have already added your Digistore24 ID and are just making changes, activate the option Overwrite members.
12. Finally, click on the blue button Add members.

You can see what the member’s area looks like and what features are there by clicking here.

Step 3 - Determine sales commissions

The following commissions apply only to the members of your sales team; they are not to be confused with the regular affiliate and joint venture commissions.

1. In the Vendor view, go to Settings > Manage sales teams.
2. Change to the tab Commissions.
3. Click on the button Edit sales commissions.
4. For Use as template, select a product whose commission setting should serve as a template. In the following fields, you can adjust the various types of commissions:
5. Set-up commission basic amount: If you have a product that involves a set-up fee for the customer, set the basic amount of this fee here. This basic amount will be used in the next field to calculate the set-up commission.
6. Set-up commission: Specify a percentage here that will be deducted from the set-up commission basic amount and paid to the seller.
7. Rebilling commission: In addition to the set-up commission, you can specify a percentage for the seller's share of recurring payments.
8. Collection commission: This commission type allows you to reward a seller for encouraging a customer who hasn't paid to make another payment. This might be the case after a chargeback, for example. Unlike the other fields, this one allows you to specify a fixed amount instead of a percentage.
9. For Apply to, choose the products to which the settings should apply.
10. Click the button Update commissions.

You will find an overview of all your commission settings for all products by going to Settings > Manage sales teams in the tab Commissions. Here you can also change the commissions individually.

Examples of set-up commission and rebilling commission

Example 1: Product with set-up commission

• You sell a product for 800 € (single payment).
• You want to pay your telemarketers a set-up commission of 50% for a set-up commission basic amount of 300 €.
• You do not want to pay your telemarketers a rebilling commission.

VAT and the DS24 margin are deducted first from the gross amount (800 €): 800 € – 127.73 € – 64.20 € = 608.07 €

Please note
You can freely choose the set-up commission basic amount. However, you should make sure that its value is lower than the net amount of the payment or - for subscription and installment payments - the first transaction.

Since you only want to pay a set-up commission to your telemarketers, the set-up commission basic amount over 300 € serves as the basis for calculating the commission:
50 % (set-up commission) of 300 € (set-up commission basic amount) = 150 €

 

Example 2: Product with set-up commission and rebilling commission

• You sell a product for 800 € (single payment).
• You want to pay your telemarketers a set-up commission of 50% for a set-up commission basic amount of 300 €.
• You also want to pay your telemarketers a rebilling commission of 10%.

VAT and the DS24 margin are deducted first from the gross amount (800 €): 800 € – 127.73 € – 64.20 € = 608.07 €

The set-up commission is again calculated as above:
50 % (set-up commission) of 300 € (set-up commission basic amount) = 150 €

The rebilling commission is calculated as follows:
608,07 € – 300 € (set-up commission basic amount) = 308,07 €
10 % of 308,07 € = 30,81 €

Therefore, the seller receives a 150 € set-up commission and an additional 10 % commission from the remaining amount (308,07 €) – in this example this is 30,81 €. This gives an overall commission of 180,81 €.

 

Example 3: Product with rebilling commission

• You sell a product for 800 € (single payment).
• You do not want to pay your telemarketers a set-up commission.
• You only want to pay your telemarketers a rebilling commission of 10%.

 

VAT and the DS24 margin are deducted first from the gross amount (800 €): 800 € – 127.73 € – 64.20 € = 608.07 €

The rebilling commission is calculated as follows:
10 % of 608,07 € = 60,81 €

Attention
If a subscription is sold with recurring payments, then the set-up commission will only apply for the first payment. Only the rebilling commission is calculated for all subsequent payments. The calculation for recurring payments takes place as shown in the last example.

 

Step 4 - Create ticket trigger

Trigger stands for a particular buying behavior – e.g. an early order cancelation by the customer. Further triggers may be cancelations, returns or chargebacks. If such a trigger occurs, Digistore24 will automatically create a ticket for your team. This ticket contains all the important customer and order data – i.e. all the data needed for the telephone call.

1. In the Vendor view, go to Settings > Manage sales teams.
2. Change to the tab Ticket triggers.
3. Click on the button Create ticket trigger.
4. Give the trigger a Name.
5. For Order, determine at which point the trigger should be in the overview. The sorting is in ascending order. If you have created multiple triggers with the same conditions, the order will decide the response.
6. If you want to use the trigger with immediate effect, click Yes for Active.
7. Now select the Case types, i.e. the “triggers” for which a ticket should be created.
8. Select the Products for which the triggers should be activated.
9. Depending on the Upgrade types you have selected, you can further customize the triggers.
10. Set the triggers for different Languages.
11. For Allow creating tickets without phone number, you determine whether the trigger should also be triggered without a telephone number. It goes without saying that customers without a telephone number cannot be called. If you select Yes, the ticket processor can try to contact the customer by email.
12. Select the Team for which the ticket is to be created. This way, you can assign different triggers to different teams.
13. For Assign ticket to …, you can specify who should receive the ticket.
    • … nobody

      The ticket will be placed in the inbox without being assigned to anyone.

    • … seller

      The ticket is assigned to any seller.

    • … last processor

      The ticket is assigned to the employee who last dealt with the customer/order.

14. For If existing ticket available …, decide what happens to a ticket if another one already exists for the same customer.

    Example
    A customer makes a cancelation which creates the first ticket. At the same time, the customer requests a chargeback from their bank, which results in a second ticket.

15. For Call after, you can specify how long after the trigger the customer should be called. This way, your sales team does not have to manage a calendar.
16. Finally, click Save.