Ensuring your clients have a great experience is always a priority, no matter your field of work leaving your clients satisfied is the best promoter for growth and the way to keep them coming back. If you offer over-the-phone customer service, one of the key elements to guarantee it will be keeping track of the calls. Doing so earns you additional data into their behaviors and preferences, and keeps your employees accountable.
Setting Up the Phone System
To track calls, a phone system must be in place. To start, head over to your system Settings and then open the Phone Number section.
📌Note: If your phone system has not been configured, please reach out to our administrative team for assistance.
Creating a Number Pool
A number pool allows you to track visitor activity by creating multiple tracking numbers. Here's how to create one:
Begin by clicking the Add Number button then select the Add Number Pool option from the dropdown.
Next, select the 'Visitor Activity' option and proceed to then next step.
Choose 'All Visitors' for broad tracking or select a specific option that suits your business needs.
Click 'Next', then 'Create a Pool'. Fill in the pool name, forward calls to a specific number, and confirm the addition of new phone numbers based on your pool size.
📌Note: The number pool must contain at least 4 numbers.
Choose from local or toll-free numbers and add a whisper message or call recording if desired.
Once set up, click 'Activate Number'.
Managing Number Pools
After configuring the number pool, click the information icon to view its details.
You can reassign numbers between pools by clicking the corresponding icon and selecting the desired destination pool from the dropdown menu.
Additionally, you can remove individual numbers from a pool by either deleting them or moving them back to the general phone numbers list.
You can also add numbers to a pool directly from the general list.
Integrating Tracking Snippet on Your Website
To ensure calls are tracked from your website, you'll need to copy the integration snippet provided.
Next, navigate to the Sites section within your subaccount, and edit the page or settings where you want to track calls and paste the snippet in the 'Body Tracking Code' section. Be sure to click save to maintain your changes.
Implementing a structured phone system with call tracking capabilities not only enhances your customer service but also provides valuable insights into client behavior and team performance. By setting up number pools, managing your numbers effectively, and integrating tracking with your website, you’re laying the foundation for improved communication, accountability, and business growth.
Troubleshooting Tips
Check Phone System Setup: If call tracking isn't working, revisit your phone system setup to ensure it's correctly configured.
Snippet Placement: Double-check that the tracking snippet is placed in the correct section of your website or funnel for accurate tracking.
Frequently Asked Questions
Q: Can I track calls from specific marketing campaigns?
Yes, by creating separate number pools for each campaign, you can track calls specific to those marketing efforts.
Q: What if I need to track international calls?
Select appropriate international numbers when creating your number pool.
20/6/25 Ext