customer service

How This Call-Tracking Feature Can Transform Your Marketing

Last Updated: February 15, 2024

You’ve heard of our CallTrax™ feature—our very own call-tracking tool that comes with every Starter, Core, or Premium program. But did you realize exactly how vital it is to your campaign?
By keeping track of all the phone calls that come through your CallTrax number, it transforms the way you interact with your program. If you take advantage of this powerful tool, we’re confident you’ll see remarkable results.
Here’s how our call-tracking tool is just what you need to achieve the results you’ve been looking for.

Call-Tracking Provides 100% Transparency

The numbers don’t lie. Not only do they keep us informed, but they also keep us honest.
First of all, looking at your call data and assessing how many calls per month you have will let us know if there’s an issue with your campaign’s performance. You can notify us if you see a drop in calls, which will help us diagnose a potential problem before it becomes more serious.
At the same time, your call volume will also tell you how effective your campaign is. Wondering if our program is delivering on its value? Simply check your call log and see how many calls you’re getting per month. The call log only records calls that come through your CallTrax number, so they’re directly attributable to our marketing efforts. We can’t fake anything.

Call-Tracking Keeps a Record of Contacts

Our call-tracking feature doesn’t just tally your number of incoming calls—it keeps track of contact information, as well. That means your call log is a virtual contacts list of all prospects and customers. Since losing track of missed calls and forgetting to follow up with certain customers can cost you valuable jobs, this feature can be a real lifesaver.
Plus, there’s also a way for you to rate your contacts and label which calls led to booked jobs. This way, your call log can give you a quick, at-a-glance report that tells you how many jobs you’ve booked this month. By using this, you’ll not only be able to see how many calls you’re getting, but how many calls are actually turning into jobs. Because booking jobs is your ultimate goal, this insight will help you stay on track.

Call-Tracking Helps Improve Customer Service

Did you know that our call-tracking feature also records all the calls on your LeadTrax line? There are many purposes for this. One of the main purposes is that it helps you assess your own level of customer service.
Getting lots of calls but not booking many jobs? Listening back to your conversations with callers may help you identify a problem you didn’t know existed. For instance, maybe you’re having trouble talking to or connecting with people on the phone. Replaying those conversations can help you figure out where you need to improve in order to book more jobs and keep customers happy.

Call-Tracking Keeps Team Members in Check

In addition to assessing your own customer service, call recording may also help you train your team members to answer the phone properly. You can make sure they’re answering the phone with a professional greeting, using appropriate language, giving out correct information and price quotes, and so on.
Of course you don’t want to feel like a helicopter boss, hovering over your team members at all times. However, it’s important to make sure your business’s service is up to your standards. You want to be certain your customers are getting a premium experience. Listening back to old conversations on occasion is a discreet, convenient way to do this.

Call-Tracking Helps Target Customer Needs

Do you feel like you’re hearing a lot of the same questions and/or requests from customers? Our call recording lets you listen back to conversations so you can take note of these specific concerns. Then, you can start thinking about adding them to your service offerings if you don’t already offer them. These conversations offer priceless insight into your customers’ minds, and you’d be crazy not to take advantage of it.
Once you’ve identified the customer needs and additional services you’d like to target, let us know right away. We’ll get right to work marketing those services so your campaign can reach the next level.
Having trouble accessing your call log through the Client Portal? Want to learn more about its capabilities? Don’t hesitate to reach out at any time.

Why Customer Service and Facebook Are a Brilliant Match

Last Updated: July 21, 2016

Local SEO isn’t the only way to spread the good word about your business. Offering friendly, helpful customer service is a super-easy way to keep customers happy and strengthen word-of-mouth. After all, customers are much more likely to do repeat business with a company that provides superior customer service.
So why not take this one step further and make your customer service efforts public? When you receive customer comments on social media, particularly Facebook, you can respond right there on the same platform. This way, you’re not just providing a customer with a prompt response—you’re also showing prospective customers visiting your page just how attentive and professional you really are. If you do it correctly, it’s a win-win.
In her recent article on Search Engine Watch, “Five Reasons Why You Should Invest in Social Customer Service,” Rebecca Sentance explores how you can benefit from using social media to interact with customers. Many of her examples focus on Twitter and the big brands that use it; however, we can easily adapt these examples to fit small, local businesses that primarily use Facebook.

Five Reasons to Use Social Media for Customer Service

So, what are Sentance’s five reasons for using social media for customer service?

Convenience: People are spending a lot of time on social media daily. It makes sense to meet them where they already are.
Attention: People want to be heard. When they don’t hear back from a company, they react negatively and often disparage said company on social media. On the other hand, when they do hear back promptly, they’re much more likely to view that company favorably.
First impressions: Frankly, responding on social media makes you look good. It shows accountability and personality.
Retention: Studies show consumers are willing to switch brand loyalties and even pay more if they think they’ll receive better customer service. Keeping customers happy—and doing so publicly—will help you attract and retain customers.
Feedback: Social media, especially Facebook, is a great tool for getting customer feedback. You can survey your audience to hear their thoughts on your current product offerings or what kinds of new services they’d be interested in. Basically, you can use social media as low-cost market research to help you improve your business.

Of course, when angry customers take to social media to air their grievances, things can get ugly. However, this is likely to happen regardless of how active you are on Facebook or Twitter. Cooler heads always prevail in these situations. As long as you respond professionally and respectfully, you’ll come out on top.
Want more details? We strongly recommend reading Sentance’s full article over on Search Engine Watch. It’s a deeply insightful read.

Keep Calm and Carry On: How to Respond to a Negative Review

Last Updated: February 15, 2024

Customer reviews are a blessing and a curse. When you have countless satisfied customers leaving you glowing reviews on directories like Google+ Local, Yelp, Facebook, Angie’s List, CitySearch, and so on, your business gets a huge boost and your self-esteem soars. But as soon as you notice one negative review, a record scratches and the party stops. You can’t believe what you’re reading.
It’s upsetting to read negative things about your company, especially when you try so hard to satisfy every customer. Sometimes, after you’ve given it some thought, a complaint might be justified; other times, it feels like you’re dealing with an irrational individual who can’t be pleased. Whatever the case may be, don’t leave a negative customer review unanswered. Instead, take initiative and respond by following these steps.

1. Keep the Right Audience in Mind

Remember that prospective customers will be reading your response; it isn’t just for the one person who left the review. In fact, the person who left the review will probably never see your response! Prospective customers are doing their research, carefully reading about others’ experiences, and they’ll want to gain insight into how you treat your customers. Bearing that in mind, your response should address the issue at hand by explaining what went wrong and how similar problems will be prevented in the future. Prospects want to be sure that you’re aware of your weaknesses and that you’re actively working to mitigate them. Reading these points in your response will reiterate to them that you’re an honest, hardworking company.

2. Don’t Get Defensive

When dealing with a negative customer review, it’s best not to be reactive. As business owners, it’s easy to get defensive. A bitter response might be the first thing that comes to mind, especially if the reviewer included false information, but that’s not an effective course of action. Just take a few hours, maybe even a whole day, to gain some perspective and to form a rational rebuttal before you post anything online for public viewing.

3. Demonstrate Accountability

In your response, you should try to put your company in the most flattering light while still accepting responsibility for the customer’s unfavorable experience. Instead of merely explaining your side of the story, you should also present an idea for how you might fix the problem and use this as a learning experience. This demonstrates to prospective customers that you’re serious about providing top-quality work and customer satisfaction, and more importantly, that you’re always striving for improvement.

4. Just Respond

Don’t ignore a negative review. Any response is better than no response, with the exception of an aggressive, personal attack written in the heat of the moment. Given the current state of social media and the fact that everyone has a virtual megaphone now, a review that’s left uncontested could quickly spread beyond your Facebook page or Google+ listing. That’s the last thing you need. A quick response to the reviewer, and the wider public audience by extension, could keep a potential mess at bay.
For an entertaining look at some of the biggest social media splashes made by passionate customers, check out this slideshow from DailyFinance: “When Customer Service Goes Viral: The Good and the Bad.” As you can see, all it takes is one instance of poor service to create a public relations nightmare. In fact, public complaints against high-profile brands like United Airlines and FedEx have received hundreds of thousands of hits online! While local service providers like you are operating on a much smaller scale, you see the point: Word of mouth travels at the speed of light these days. Don’t let one rotten review spoil your whole clientele.

5. Counteract With More Positive Reviews

In addition to responding verbally, you can also respond by taking action. If you talk to your satisfied customers, you can collect a handful of more positive reviews that will push the negative one toward the bottom of your listing, thus minimizing any serious impact. In doing so, you’ll also make the negative review seem less glaring and more like a fluke. If prospective customers see just one bad review surrounded by numerous good ones, they’ll do the math.
For ideas on how to harvest those positive reviews from your customers, stay tuned for our next blog post at the beginning of October!

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