Welcome to the final round-up of the year. We have some reporting updates just in time for year-end reporting, an exciting opportunity to test out new Lead Center features, plus our feature of the month!
Prepare for the new year with these fresh features at CallRail:
Navigation Updates
The new navigation restructure introduces a Settings section that consolidates many of the pages that allow you to make updates to your app configuration. This change also helps you find CallRail features that will assist with your business needs. Read more about this here.
Reporting Updates
Scheduled Reports for Custom Reports
You are probably already using our valuable Custom Reports feature to save the filter sets that give you the most insightful discoveries about your data. We’re powering up our Custom Reports even more with our new Scheduled Reports feature!
You can now choose to automatically receive your most valuable custom CallRail reports right in your inbox. Our new Scheduled Reports feature allows you to send your most used Custom Reports directly to your email on a daily, weekly, or monthly basis.
This works with any saved custom report, and any CallRail user, regardless of role, has access to scheduled reports. You can choose to receive the report on one or more frequencies (for example, weekly and monthly).
This exciting new feature is available to all of our customers! To get started, head to the Notification Center and click on “Scheduled Reports” or just follow the instructions outlined in our support documentation.
Conversation Intelligence Updates
Creating Tags
Creating a tag in your CallRail platform just got a little easier. Admins and managers can now create a tag directly from the Global Navigation menu without ever leaving the homepage!
Tag creation in the Global Navigation allows you to create a tag on the account-level (global tag), or on the company-level. You can also create a tag directly within the Automation Rule create page on the company-level!
Note that tag creation in the Automation Rule create page will only be created within the respective company (i.e. no global tags created here).
Lead Center updates
Create a new tag from an SMS or Chat conversation
When classifying your text and/or chat interactions in Lead Center, you can now create a new tag while in the moment, in case you don’t have an existing tag that meets your needs.
Beta invite for new Lead Center features
The Lead Center team is currently hard at work on a multitude of improvements for the Lead Center customer experience, and we’d love to hear your thoughts. If you’d be interested in giving feedback on new feature ideas or testing new features before they launch for everyone else, submit your request to join our beta team. Our product team will be in touch shortly thereafter.
The future's calling. Prepare for customer calls, texts, chat, and more with our on-demand webinar.
ICYMI: Lead Center supports multiple companies
We’re excited to announce the launch of multicompany support for Lead Center. You can now converse with leads and customers from multiple companies (up to 10 companies at a time) in a single, unified Lead Center inbox.
If you have access to multiple companies, you’ll now be prompted to select which companies’ interactions you’d like to see when you login to Lead Center. You can change your selection at any time by clicking on your availability dropdown, then clicking “Update.”
ICYMI: Call another agent in Lead Center
Need to collaborate with a coworker? Give them a call! Agents can now call other agents within the same company in Lead Center, allowing more collaboration within your company or across company locations.
To place a call to another agent, click on the Internal/External dropdown next to the “To” field on the outbound dialer. Select "Internal" to call another agent, then select their name from the dropdown. Only agents that aren’t currently on another call or offline are able to receive internal calls.
We had an exciting month for Lead Center, so make sure to check out November’s product round-up blog for these and more updates to Lead Center, in case you missed it!
Feature of the Month: Google My Business Integration
For many businesses, Google My Business (now called Google Business Profile) is a valuable source of leads. We’ve seen this source grow in importance for our customers over the past 3 years. But if you’re only using the out-of-the-box Google Business Profile insights to track the number of calls you’re receiving, you’re not accurately tracking all the leads that are finding your business through your listing. This will only track the number of click-to-calls initiated from mobile devices, so you’ll miss any calls from people that see your listing and then dial your number, or leads that click through to your website before calling or submitting a form.
If you’re using your main business number on your listing, you’re also going to miss out on great call insights like whether the caller is a first-time or repeat customer, whether the call was answered, or if it was a qualified lead. But there’s good news! CallRail’s Google My Business integration can automatically optimize your Google Business Profile listing to track all the leads it is generating.
The Google My Business integration places the call tracking number of your choice as the primary phone number potential customers see in your Google Business Profile listing, while your actual business number is kept as a secondary number to maintain NAP consistency. You can also choose to automatically place UTM parameters on your listing’s website URL, which allows you to track any leads that click through to your website before placing a call or text to a website pool number or submitting a form.
Are you using Location Extensions in your Google Ads? We’ve got you covered there too. You can use the Google My Business integration to set a special tracking number on your Google Business Profile listing that is used for Location Extensions. This ensures all your leads get accurate attribution, and your PPC leads are tracked separately from your Organic leads.
In addition to the same insights and analytics you'd receive from calls to your other tracking numbers, CallRail's standard features can now be applied to your Google Business Profile traffic allowing you to:
- Listen to call recordings
- Receive call notifications
- Collect caller contact information
- Track GMB visitors across your site and marketing channels
Best of all, our Google My Business integration is available to all of our customers. If you’re ready to start accurately tracking your leads, check out our support documentation for more details and setup instructions.
That’s all, folks!
Happy Holidays from Team CallRail! Kick off another year of business growth with us — register now for our first Inside Track webinar of the year, happening January 19th, 2022.