According to one study, nearly half of small businesses surveyed allowed incoming calls to go unanswered during an average workday. This is unsettling for small business owners and marketers because when you miss a call – you miss the opportunity to convert that caller into a loyal customer.
So how do you ensure your business can handle every inbound call without letting any slip through the cracks?
By combining Call Tracking by CallRail with a virtual receptionist (VR), you can answer every call with ease – resulting in an enhanced customer experience, improved productivity, and increased ROI.
How CallRail helps companies convert callers into loyal customers
Call Tracking
Call Tracking by CallRail allows businesses to track and analyze their inbound phone calls to gauge the effectiveness of their marketing campaigns, optimize spend, and use insights to enhance the customer experience.
Call Tracking for online channels
CallRail’s Call Tracking uses Dynamic Number Insertion (DNI) for online channels, or more simply, “number swapping” to ensure that every lead sees a business’s telephone number that’s unique to them.
Take for example a personal injury law firm. The firm wants to track which marketing channels are driving the most phone calls, so they use CallRail's DNI to assign a unique phone number to each marketing channel.
A potential client, Rick, sees one of the firm’s Google ads and clicks through to the website. CallRail assigns a unique phone number to the Google ad campaign and displays it on the site, visible only to Rick. Rick calls the number – and since the firm is using a virtual receptionist – he’s able to speak to someone right away and schedules a consultation.
Another potential customer, Rachel, comes to the website organically after searching for “personal injury lawyers near me.” Rachel isn’t ready to call just yet, but she writes down the unique number she sees on the landing page. Days later when she reaches out, the firm’s virtual assistant is on call to field Rachel’s questions. The firm’s VR enters notes from Rachel’s inquiry into her profile alongside the CallRail data – all information the firm will leverage when they follow up.
Call Tracking for offline channels
Offline call tracking allows you to track phone calls that are made to your business from offline sources, like billboards, print ads, direct mail, etc. Here's how it works:
- A unique CallRail phone number is assigned to a specific offline marketing campaign.
- This number is included in the offline marketing material (eg, a billboard).
- When a potential customer calls the number, CallRail attributes the call to the specific campaign.
- The call data is available in your CallRail dashboard, including the campaign, the caller's phone number, call duration, and call recording.
By using Call Tracking, you know which online and offline marketing campaigns are driving phone calls to your business.
How pairing Call Tracking with a virtual receptionist improves business outcomes
By combining CallRail with a VR, small businesses can leverage additional support to impact customers and team members alike.
Enhanced customer experience
With CallRail, you're always in the know about what marketing drives your callers to reach out. But it’s not enough to have leads coming in — you also need to manage every call while ensuring no leads unintentionally slip through the cracks.
This is vital considering responding within the first minute of a prospect’s inquiry increases conversion rates by 391%. Virtual receptionists provide 24/7 availability, answering calls and inquiries outside of regular business hours. With round-the-clock support, your business can strike while the iron is hot within that vital first minute.
In addition to extended answering hours, a virtual receptionist also helps reduce wait times. Rather than letting the phone ring endlessly or go to voicemail – giving callers the chance to move on to your competitor – your VR is standing by to collect information from leads and customers while communicating next steps.
Elevated branding
Stellar customer service is an important aspect of your brand – that’s why positive and negative reviews on sites like Yelp and Google are so compelling for prospective customers.
Virtual receptionists can provide a professional and consistent voice for the business by answering calls in a standardized manner and following established protocols. This enhances the customer experience by creating a sense of trust and reliability in the business.
Sign up for a 14-day CallRail free trial and get started with one of our trusted partners in virtual receptionist solutions today:
Improved productivity
A virtual receptionist can boost your team’s productivity by speeding up intake with a set of prescribed questions particular to your industry. Putting this simple process in place, businesses can ensure that all leads are qualified before they are forwarded to the sales team – eliminating wasted time. Examples of intake questions include:
Law firms
- Are you currently represented by a lawyer or law firm?
- Are there any pending court dates or deadlines related to your legal issue?
- What is your budget for legal services?
Healthcare practices
- Were you referred by a primary care physician?
- Do you have insurance? If so, what is your insurance provider and policy number?
- What is your preferred method of communication for appointment reminders and other healthcare-related messages?
Home services companies
- What is the address of the property where the service is needed?
- What is the nature of the problem and when do you need the service performed?
- What is your budget for this service?
Leveraging a virtual receptionist to complete menial tasks lets your employees focus on high-impact work like closing your hottest leads – which can increase conversion rates and overall ROI.
Increased ROI
Utilizing CallRail along with a virtual receptionist is a low-touch, cost-effective way to drive return on your marketing investment.
The virtual receptionist can use CallRail data to route calls to the appropriate department or person. This ensures that calls are quickly connected with the right person, improving customer satisfaction and increasing the likelihood of converting calls into sales. By optimizing call routing, businesses can reduce call transfer times, improve lead response times, and ultimately increase ROI.
With CallRail, you know which marketing tactics are working and which ones aren’t so you can eliminate wasted spend and boost ROI. By integrating a virtual receptionist, you ensure none of your hard-earned leads will slip through the cracks.
Combine CallRail with a Virtual Receptionist Today
For small businesses looking to best manage their calls, improve the customer experience, and get the best return on their marketing spend – combining CallRail with a virtual receptionist is a must.
Sign up for a 14-day CallRail free trial and get started with one of our trusted partners in virtual receptionist solutions today:
