by Tameka Hughes  Nov 20, 2019

What is customer success?

Customer success is the business methodology of ensuring customers achieve their desired outcomes while using your product or service. Customer Success is relationship-focused client management, that aligns client and vendor metrics and goals for mutually beneficial business outcomes.   The importance of managing customer success Customer success management transforms your customer relationship through strategic and…

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by Michael Saba  Dec 13, 2018

How call tracking helps your agency coach clients and boost revenue

If you ask a dozen agency marketers to list the essential ingredients for building a good marketing agency, you’ll probably get a dozen different answers. But no matter what industry your agency works in — and no matter which analytics are your main points of focus — building and maintaining close relationships with your clients…

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by Michael Saba  Aug 27, 2018

How FreeGren Digital uses call tracking to reduce churn and improve client results

One of the biggest challenges any marketing agency will face is client retention. While it can be (relatively) easy to get leads on the hook, and even to convert those leads into paying clients for a month or two, it’s far harder to keep them on board for months or years at a time. For…

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by Melissa Garner  Jun 14, 2018

What is Round Robin?

Round Robin is a call tracking software feature dedicated to distributing incoming calls within a set group of numbers. An incoming call forwards to the correct phone number –– the next available agent, the best agent for the call, or the correct mailbox. How does Round Robin benefit marketers using call tracking? For sales and…

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by Zack Bedingfield  May 14, 2018

Conversational marketing: How speaking more with prospective customers drives revenue

This just in: communicating with potential customers openly, honestly and as quickly as possible is beneficial to both parties. Who would have thought? Jesting aside, conversational marketing, or more generally –– engaging with customers via live chat, community forums and more –– is on the rise and I think it’s a boon for everyone involved.…

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by Madelyn Newman  Apr 18, 2018

HIPAA call tracking checklist: Best practices for maintaining compliance

From appointment scheduling to patient education, billing, referrals, and prescription refills, tons of doctor-to-patient communication happens over the phone. These phone calls are protected under the Health Insurance Portability and Accountability Act (HIPAA) and if you’re a healthcare provider or an agency that services one, you need to ensure you’re keeping this data secure. You…

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by Anna Niles  Jan 23, 2018

Streamline Agent Management with the New Calls by Agent Report

Reporting on your team’s success at an individual level is an integral part of your organization’s success as a whole. However, when managing a team, working towards a quota, or striving for customer satisfaction, reporting can often become a secondary priority. With CallRail’s newest reporting feature, it’s never been easier to streamline performance management. In…

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by Amber Guidry  Oct 25, 2017

Why You Need a Customer Appreciation Strategy

Team CallRail had the pleasure of attending and sponsoring HubSpot’s 2017 INBOUND Conference and we’re still reeling from their killer lineup. If you’re wondering — yes, Michelle Obama’s discussion lived up to the hype, not to mention other stand-out discussions with Issa Rae, Brit Marling, Elaine Welteroth and more. Did you miss out on the show? Check…

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by Kate McGaughey  Oct 12, 2017

3 ways to foster a meaningful customer community | CMX Summit 2017

Customer-facing community spaces are on the rise across industries. At this year’s CMX Summit in Los Angeles, community managers from around the globe gathered to talk about cutting-edge strategy and best practices for fostering member connectedness, determining ROI, and optimizing user experience. If you’re looking to take your community to the next level, or even…

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by Carolyn Lyden  Aug 31, 2017

GMB Messenger: What Businesses Need to Know Before Using It

Last month, Google announced that businesses could choose to participate in messaging directly from their Google My Business (GMB) profiles. This option allows local businesses to connect directly with searchers to answer questions and potentially attract more in-store visits and conversions. In theory, the messenger is a huge step forward for more direct, search-to-business communication…

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by Michael Saba  Apr 17, 2017

What is Call Scoring?

Call scoring is the evaluation of phone call data against a defined performance standard, usually for the purpose of scoring customer service agents. For sales and marketing teams, call scoring can help surface certain metrics like sales agent script compliance and inbound lead quality. Once you’ve established the criteria that make up a successful customer…

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by Erica Hawkins  Sep 20, 2016

7 Business Phone Etiquette Tips to Win Customer Loyalty

Whether you’re closing a deal with a new client or assisting a frustrated customer with an order, good telephone skills are essential for any business. They can be the deciding factor that leads to making a sale or losing a customer. Unfortunately, talking on the phone does not come naturally for many people. It can…

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by Erica Hawkins  Sep 5, 2016

How to Improve Customer Service Over the Phone in 5 Steps

The phone call is an integral part of the customer service process. A strong ability to communicate with customers over the phone can make all the difference in winning a customer for life, while a not-so-good rapport can do irreparable damage to your business. That’s why it’s important to continuously optimize your staff to help…

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by Erica Hawkins  May 11, 2016

Is Call Recording the Most Powerful Feature?

At CallRail, we offer a wide range of features that allow businesses to effectively run their marketing campaigns. We’ve seen marketers decrease their ad spend, boost their ROI, and dramatically change the way they run their marketing campaigns all through the insight they’ve garnered from call analytics. But with tools, features, and integrations as far as the eye can…

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by Erica Hawkins  Feb 26, 2014

Interruption Marketing vs Permission Marketing: A Deeper Look into Both Marketing Types

Organizations spend tons of resources on marketing to grow their brands and increase sales. As such, it’s essential they find the appropriate mix of marketing techniques to help them achieve their goals. Consequently, many marketers face the challenge of choosing between interruption marketing vs permission marketing tactics. We’ll talk about each of these types of…

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by Erica Hawkins  Jan 14, 2014

How a Strong Vocabulary Can Help You Reach Out To Your Customers

A Strong Vocabulary is Important to Your Business A good idea can go to waste if it can’t be effectively communicated with someone else. After all, how can other people appreciate it if you can’t properly explain what it’s about? The potential of this good idea will simply be lost if you can’t find the…

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by Erica Hawkins  Jan 10, 2014

How to Utilize Customer Call Data To Increase and Improve Sales

All companies collect some sort of customer data to help increase their sales by creating marketing campaigns that are more effective. Each company does this in a different way. Some use consumers’ browsing data or prior purchases to help market and recommend products, while others use newer techniques such as recording and logging calls to…

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by Erica Hawkins  Jan 10, 2014

Eight Offline Advertising Techniques You Can Try This Year

Offline Advertising Isn’t a Thing of The Past Although most business people consider offline advertising  a thing of the past, it’s not something that should be ignored. This form of advertising can help support your web presence, just as online marketing can promote offline businesses. If you refuse to complement your online advertising strategy with…

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by Erica Hawkins  Dec 26, 2013

Tips on recovering from an accidental voicemail

We have all done it: left a voicemail we should not have. You may be thinking, “How can I delete this voicemail I just sent?” Most of the time, this won’t be possible. It is possible to put out the fire, though. Delete and Rerecord Your Message Before You Hang Up If you have not…

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by Erica Hawkins  Dec 23, 2013

Is It Legal To Record Phone Conversations In Your State?

When telephone calls are being monitored or recorded in the movies, the scene usually depicts government agents lurking in blacked-out vans surrounded by an array of electrical equipment, listening to and recording phone conversations or recording phone calls in which the agents themselves are participating. However, real life is not quite so simple. We’ll discuss…

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by Erica Hawkins  Dec 19, 2013

How Poor Phone Communication Can Cost You Clients

Customer Satisfaction is Crucial For Your Company Customer satisfaction is crucial to the growth and success of your company. Phone communications with customers are an excellent opportunity to build this satisfaction and establish a reputation for providing quality service. On the other hand, a poor phone communication can often cause a customer to become angry…

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by Erica Hawkins  Dec 18, 2013

Quick Tips for Great Customer Service

The Importance of Good Communication Good communication is an extremely important aspect of any relationship, especially between a customer and a service rep, and offers the opportunity to improve your business and help your employees work consistently and effectively. When customers call for help, they’re probably already frustrated and ready to be in control of…

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by Erica Hawkins  Dec 10, 2013

Training Customer Service Employees with Pre-recorded Calls

Instead of just telling your new customer service representatives how to do their jobs well, show them. By incorporating pre-recorded customer service calls into your sales call training, you can provide them with clear and concise examples of “what” and “what not” to do, allowing for more knowledge retention through efficient hands-on application. Pairing new…

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by Erica Hawkins  Dec 6, 2013

Should You Dumb Down Your Vocabulary when Speaking to Customers?

Communication is the cornerstone of good customer relations. Whether you are relaying a message through written content or with a verbal communication, it is crucial that you speak in a manner that your customers can understand. By framing your message in simple language, you are more likely to build trust and rapport with your customers.…

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by Erica Hawkins  Dec 2, 2013

7 Tips to Improve Verbal Communication Skills

Strong verbal communication skills are important for everyone to master. They are extremely valuable in both your personal and professional life. When speaking clearly, confidently, and with poise, you are much more likely to command the respect of others and build rapport. This is particularly important in business interactions. The following 7 tips will help…

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