Keeping clients happy is a priority in any field, and satisfied clients are your best source of growth and repeat business. If you offer phone-based customer service, keeping track of calls is one of the key elements in delivering it well. It gives you useful data on client behaviours and preferences, and helps keep your team accountable.
Setting Up the Phone System
To track calls, you'll need a phone system in place. Head to Settings, 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 lets you track visitor activity using multiple tracking numbers. Here's how to create one:
Click the Add Number button, then select Add Number Pool from the dropdown.
Select the 'Visitor Activity' option and proceed to the next step.
Choose 'All Visitors' for broad tracking, or pick a more specific option if it suits your needs better.
Click 'Next', then 'Create a Pool'. Enter a pool name, set the number to forward calls to, and confirm the 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.
To reassign numbers between pools, click the corresponding icon and select the destination pool from the dropdown.
You can also remove individual numbers from a pool by 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.
Navigate to the Sites section within your account, edit the page or settings where you want to track calls, and paste the snippet into the 'Body Tracking Code' section. Click Save when done.
A well-set-up phone system with call tracking improves your customer service and gives you useful insight into client behaviour and team performance. Setting up number pools, managing your numbers, and linking tracking to your website builds a solid foundation for better communication, accountability, and 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. Create a separate number pool for each campaign to 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.