For many years, landlines and other desk-bound phone systems were the only options for business communications, and businesses learned to deal with and adapt to the inherent problems those systems brought, including a total lack of record-keeping and a limited ability for call-answerers to work collaboratively — both of which result in lost leads or customers because of missed calls or messages.
Now, more than ever, customers want to communicate with businesses quickly, across multiple channels, and don’t want to have to repeat themselves every time they speak with a new employee. Traditional phone systems can’t accommodate those needs, but Lead Center can.
Lead Center acts as your business communication system's "brain"~~ in the cloud~~, placing and receiving all calls, texts, and ~~web ~~chat messages and making collaboration simple for every member of your team. However, if your business requires the use of landlines — either due to industry regulations or just personal preferences — an agent working in Lead Center can transfer any call to a landline (or any external line) in just a few clicks.
Never let another lead slip through the cracks
With Lead Center’s unified inbox, you have visibility into all calls, texts, forms (with Form Tracking), and chat messages from any customer that reaches out to you. Gone are the days of keeping track of customers using spreadsheets — or worse, sticky notes. With our cloud-based communications system, you can view and take action on all incoming, active, and recent interactions in one click to see the interaction history of that customer.
It’s not just customer interaction history you can track, either. Lead Center records every agent’s history as well as their notes and tags. This way, any team member can jump in to assist a lead or customer if their primary point of contact is unavailable. A complete conversation and interaction history is available for agents to pick up the conversation with the right context.
Lead Center also provides both round robin capabilities and a call queue with hold music, so customers can speak with the first available agent and never reach a voicemail box or busy signal (unless you want them to). Agents can mark themselves as available or unavailable to easily remove themselves from call queues.
Efficiently manage calls and leads whether in-office or on-the-go
Stepped away from your computer? Not a problem. With the Lead Center mobile app for Android and iOS, you can continue to communicate with customers via calls and texts while you’re on the go. Everything you can see and do on the desktop app — including sending and receiving texts, making, taking and transferring calls, and seeing the complete customer interaction history in one inbox — you can do in the Lead Center mobile app.
With Call Tracking, you have complete visibility into where communications are coming from and when. When you add Lead Center, you can see a customer’s entire interaction history and that saves you from asking customers to repeat information, creating a better, more seamless customer experience.
Respond to your customers from phone numbers they recognize
94% of people say they don’t pick up calls from unidentified numbers, and the same tends to be true for texting. The fact of the matter is that consumers feel more comfortable responding to a number they recognize, and usually disregard or block numbers they don’t.
Lead Center uses your CallRail tracking numbers to send and receive texts and make and take phone calls, meaning your customers see the same number every time so they know who they’re talking to. And yes, you can use the same number whether you’re on desktop or the Lead Center mobile app (with the added benefit of disguising your personal cell phone number).
Don’t just take it from us: Top Job Asphalt replaced their phone system with Lead Center
One-stop asphalt shop Top Job Asphalt has been in business for over 15 years, and they know the pain of an inefficient sales workflow and lost, frustrated leads. By the time they came to CallRail’s Lead Center for help, they were only working with a 22% close rate year-over-year, which was good… but not great.
“I had to ask callers a ton of questions to get their contact information, understand why they were calling and find out which promotion had prompted their call. It was time-consuming and really annoying to people.”
– Skyler Andreasen, Top Job Asphalt
Top Job was already a CallRail customer but had yet to capitalize on what Lead Center had to offer. With their relatively small office and team, they knew it was time to improve their overall customer experience and sales funnel.
After implementing Lead Center, Top Job’s close rate jumped to 40% and they were able to double their revenue and close leads 40% faster.
Stop losing leads due to an outdated business communications system
Making the switch from your current system to Lead Center is simple, and functionally, it’s the same as the system you had already. You’re still making and taking phone calls but on your computer or mobile phone instead — and with the additional context of interaction history, your fellow agents’ histories, and a full record of anyone who contacts you and your team. And Lead Center works with landlines and other external lines as well, so instead of making a switch, you can add Lead Center to your existing process to drive smarter customer conversations.
Implementing Lead Center is a no-brainer. It was designed to help businesses connect with every lead and maximize your revenue potential. Try Lead Center for free or request a personalized demo today.