Customer Service

What is customer success?

Learn all things customer success from Sr. Customer Success Manager, Tameka Hughes, as well as tips for helping your customers thrive.

Definition
by Tameka Hughes

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Why customer empathy is critical to our processes and products

CallRail Product Manager Christina Bourne walks us through why empathy is an integral part of our product design process.

Tips
by Christina Bourne

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How call tracking helps your agency coach clients and boost revenue

Business coaching is a great way for your agency to reduce client churn and earn more revenue, and you can do it with the marketing data you already have.

Guide
by Michael Saba

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Customizable reports bring power and flexibility to your analytics

With CallRail's new Custom Reports feature, you can deliver powerful analytics reporting that proves your work and keeps clients happy.

Product
by Katherine Hosmer

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What is VoIP?

VoIP, or Voice over Internet Protocol, allows you to use the internet to make or receive phone calls. Here's how this technology can help your business.

Definition
by Trishawn Brown

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What is Geo-Routing?

Geo-routing (geographical routing) is an algorithmic tool that routes phone calls to a set destination based on the geographical location of the caller.

Definition
by Melissa Garner

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What is Round Robin?

Round Robin is a call tracking software feature that distributes incoming calls within a set group of numbers, helping sales managers and call centers.

Definition
by Melissa Garner

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What is call monitoring?

Call monitoring offers real-time insights that benefit sales, marketing, support, and success teams. Are you taking advantage?

Definition
by Melissa Garner

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Conversational marketing: How speaking more with prospective customers drives revenue

Chat tools are emerging everywhere, and they may end up being a key channel for marketers to leverage in "conversational marketing." Being available and speaking more openly and honestly with prospective customers has the potential to be the next big move for conversions.

Tips
by Zack Bedingfield

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What is SIP routing?

Session Initiation Protocol (SIP) is a communication protocol used in VolP networks. SIP routing, also known as SIP trunking, allows users to make phone calls that bypass traditional telephone system. Here's how it works, and how it can benefit your business.

Definition
by Melissa Garner

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Conversation Analytics and the future of analyzing phone calls for customer experience

Conversation analytics involves machine learning and natural language processing (NLP) technology that evaluates the voice data from phone calls.

Guide
by Carolyn Lyden

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Women In Tech: Tameka Hughes, Sr. Customer Success Manager

Breaking stereotypes, barriers, and glass ceilings is rooted deep in CallRail's Customer Success Manager, Tameka Hughes. She shares with us the best advice that she’s ever received, and how exactly she lives it daily here at CallRail.

Interview
by Amber Guidry

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Route Calls with Ease: New Out-of-the-Box Call Flow Builder Templates

With five templates to choose from, it’s easier than ever to route calls. Duplicate call flows or create your own custom call flows.

Product
by Anna Charity

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How to use the Call Flow Builder to maximize inbound leads

The Call Flow Builder from CallRail increases the power and flexibility of your tracking numbers by routing every call to the right person, every time.

Tips
by Robert Martin

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Why You Need a Customer Appreciation Strategy

While a company’s focus should be customer-centric, that’s not a replacement for being human-centric. Remember to build strategy around the human notion

Tips
by Amber Guidry

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

At this year’s CMX Summit in Los Angeles, community managers from around the globe gathered to talk about cutting-edge strategy. Read Team CallRail's recap!

Tips
by Kate McGaughey

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Responsive Routing: Intelligent Call Routing from CallRail

With CallRail's Call Flow Builder, you can make sure that your business gets every caller to the right person, every time.

Company
by Madelyn Wing, Head of Partnerships, CallRail

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8 Hidden CallRail Features You Didn’t Know You Needed

If you're a newer CallRail user, you may feel that sometimes you're only scratching the surface of CallRail's feature set. Here's what you need to know.

Tips
by Madelyn Wing, Head of Partnerships, CallRail

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Get to Know CallRail’s CallScore

Our product owners gives you a behind the scenes look at the process of what CallScore does and the gaps it fills for customers.

Product
by Adam Hofman

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Use Call Recordings for More Conversions and Better Customer Experience

Improve customer service by understanding the client's needs and increase conversions with Call Recordings.

Tips
by Erica Hawkins

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New Form & Text Message Updates to Improve Inbound Lead Attribution

CallRail has several updates for form fill-outs and text messages. You can now access all customer interactions in a single, powerful interface.

Product
by Madelyn Wing, Head of Partnerships, CallRail

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Women In Tech: Michelle McCurdy, Director of Customer Support

Girls Who Code says 74% of young girls express interest in STEM fields but only 26% of computing jobs are held by women. Find out what drives women in tech.

Interview
by Kate McGaughey

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Spotlight Interview: Mita Chatterjee | Accounting

As CallRail's Accounting Manager, Mita Chatterjee works to keep our financials in perfect order. Today Mita shares the story of her ongoing education.

Interview
by Kate McGaughey

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