For many years, landlines and other desk-bound phone systems were the only options for business communications, and businesses learned to deal with and adapt to the inherent problems those systems brought, including a total lack of record-keeping and a limited ability for call-answerers to work collaboratively — both of which result in lost leads or customers because of missed calls or messages.
Now, more than ever, customers want to communicate with businesses quickly, across multiple channels, and don’t want to have to repeat themselves every time they speak with a new employee. Traditional phone systems can’t accommodate those needs, but Lead Center can.
Lead Center acts as your business communication system's "brain"~~ in the cloud~~, placing and receiving all calls, texts, and ~~web ~~chat messages and making collaboration simple for every member of your team. However, if your business requires the use of landlines — either due to industry regulations or just personal preferences — an agent working in Lead Center can transfer any call to a landline (or any external line) in just a few clicks.
Never let another lead slip through the cracks
With Lead Center’s unified inbox, you have visibility into all calls, texts, forms (with Form Tracking), and chat messages from any customer that reaches out to you. Gone are the days of keeping track of customers using spreadsheets — or worse, sticky notes. With our cloud-based communications system, you can view and take action on all incoming, active, and recent interactions in one click to see the interaction history of that customer.
It’s not just customer interaction history you can track, either. Lead Center records every agent’s history as well as their notes and tags. This way, any team member can jump in to assist a lead or customer if their primary point of contact is unavailable. A complete conversation and interaction history is available for agents to pick up the conversation with the right context.
Lead Center also provides both round robin capabilities and a call queue with hold music, so customers can speak with the first available agent and never reach a voicemail box or busy signal (unless you want them to). Agents can mark themselves as available or unavailable to easily remove themselves from call queues.
Efficiently manage calls and leads whether in-office or on-the-go
Stepped away from your computer? Not a problem. With the Lead Center mobile app for Android and iOS, you can continue to communicate with customers via calls and texts while you’re on the go. Everything you can see and do on the desktop app — including sending and receiving texts, making, taking and transferring calls, and seeing the complete customer interaction history in one inbox — you can do in the Lead Center mobile app.
With Call Tracking, you have complete visibility into where communications are coming from and when. When you add Lead Center, you can see a customer’s entire interaction history and that saves you from asking customers to repeat information, creating a better, more seamless customer experience.
Respond to your customers from phone numbers they recognize
94% of people say they don’t pick up calls from unidentified numbers, and the same tends to be true for texting. The fact of the matter is that consumers feel more comfortable responding to a number they recognize, and usually disregard or block numbers they don’t.
Lead Center uses your CallRail tracking numbers to send and receive texts and make and take phone calls, meaning your customers see the same number every time so they know who they’re talking to. And yes, you can use the same number whether you’re on desktop or the Lead Center mobile app (with the added benefit of disguising your personal cell phone number).
Don’t just take it from us: Top Job Asphalt replaced their phone system with Lead Center
One-stop asphalt shop Top Job Asphalt has been in business for over 15 years, and they know the pain of an inefficient sales workflow and lost, frustrated leads. By the time they came to CallRail’s Lead Center for help, they were only working with a 22% close rate year-over-year, which was _good_… but not great.
“I had to ask callers a ton of questions to get their contact information, understand why they were calling and find out which promotion had prompted their call. It was time-consuming and really annoying to people.” – Skyler Andreasen, Top Job Asphalt
Top Job was already a CallRail customer but had yet to capitalize on what Lead Center had to offer. With their relatively small office and team, they knew it was time to improve their overall customer experience and sales funnel.
After implementing Lead Center, Top Job’s close rate jumped to 40% and they were able to double their revenue and close leads 40% faster.
Stop losing leads due to an outdated business communications system
Making the switch from your current system to Lead Center is simple, and functionally, it’s the same as the system you had already. You’re still making and taking phone calls but on your computer or mobile phone instead — and with the additional context of interaction history, your fellow agents’ histories, and a full record of anyone who contacts you and your team. And Lead Center works with landlines and other external lines as well, so instead of making a switch, you can add Lead Center to your existing process to drive smarter customer conversations.
Interested in Lead Center but not ready to let go of your desk phone entirely?
For those interested in the benefits of upgrading their desk phone system, but aren’t ready to leave it behind completely, Lead Center can work together with your hardphone to help your team have smarter customer conversations without overhauling your technology or risking your compliance. Consider these benefits of using a softphone alongside your traditional deskphone:
Benefit from a single source of truth
With Lead Center, calls from your tracking numbers (e.g., billboards, bus wraps, etc.) come into one centralized system. These calls can either be answered by an available agent in Lead Center or routed to an external line. By using Lead Center alongside your deskphone, prospects and customers never fall through the cracks. All calls are documented so you and your team can easily see if they were answered — and by whom.
Understand the customer journey
Lead Center shows you your caller's full interaction history — including calls that were forwarded to your desk phones. You'll see how many times they've called your business, what they talked about, and who they spoke with. Plus, when anyone on your team logs notes in Lead Center, they're visible to everybody else. That means nobody is missing context if they have to pick up that conversation.
Stop losing leads
If all of your calls come through to a single point of contact, that person is tied to their desk. Stepping away means missing potential customers. With the Lead Center mobile app when a representative steps away, they can make and take calls on-the-go from their device or route calls to another representative. If no one can pick up, CallRail lets team members send a text message thanking the customer for their contact with just a few button-presses.
Add texting to your capabilities
Prospects and customers want convenience, and convenience means texting. Consider the possibility that prospects could be reaching out via text, but your business doesn’t receive them. Adding Lead Center to your communications enables you to receive and respond to all the texts you've been missing. Learn more about Lead Center’s business texting capabilities.
Live chat availability
With your deskphone, prospects and customers can pick up and call when itʼs convenient. But sometimes a phone call isnʼt convenient, and in those times you donʼt want to miss out on business. Another benefit of powering up your landline with Lead Center is the ability to add live chat to your website.
With live chat, customers and prospects can get in touch when the urge strikes. And just like all other customer interactions in Lead Center, chat messages are centralized into one unified inbox – calls, texts, and chats all together – so no communication is overlooked by your team. Learn more about Lead Center’s live chat functionality here.
Whether you're upgrading your tech, or adding a softphone alongside your current desk phone, implementing Lead Center is a no-brainer.
Lead Center was designed to help businesses connect with every lead and maximize your revenue potential. Try Lead Center for free or request a personalized demo today.
