Ensuring your clients have a great experience is always a priority. No matter your field of work, leaving your clients satisfied is the best promoter for growth and the way to keep them coming back. If you offer over-the-phone customer service, one of the key elements to guarantee it is keeping track of the calls. Doing so earns you additional data about their behaviors and preferences and keeps your employees accountable.

Setting Up the Phone System #

To track calls, a phone system must be in place. To start, head over to your system Settings and then open the Phone Number section.

Note: If your phone system has not been configured, please reach out to our administrative team for assistance.

Creating a Number Pool #

A number pool allows you to track visitor activity by creating multiple tracking numbers. Here’s how to create one:

• Begin by clicking the Add Number button, then select the Add Number Pool option from the dropdown.
• Select the Visitor Activity option and proceed to the next step.
• Choose All Visitors for broad tracking or select a specific option that suits your business needs.
• Click Next, then Create a Pool. Fill in the pool name, forward calls to a specific number, and confirm the addition of new phone numbers based on your pool size.

Note: The number pool must contain at least 4 numbers.

• Choose from local or toll-free numbers and add a whisper message or call recording if desired.
• Once set up, click Activate Number.

Managing Number Pools #

After configuring the number pool, click the information icon to view its details. You can reassign numbers between pools by clicking the corresponding icon and selecting the desired destination pool from the dropdown menu. Additionally, you can remove individual numbers from a pool by either deleting them or moving them back to the general phone numbers list. You can also add numbers to a pool directly from the general list.

Integrating Tracking Snippet on Your Website #

To ensure calls are tracked from your website, copy the integration snippet provided. Next, navigate to the Sites section within your sub-account, edit the page or settings where you want to track calls, and paste the snippet in the Body Tracking Code section. Be sure to click Save to maintain your changes.

Implementing a structured phone system with call tracking capabilities not only enhances your customer service but also provides valuable insights into client behavior and team performance. By setting up number pools, managing your numbers effectively, and integrating tracking with your website, you are laying the foundation for improved communication, accountability, and business growth.

Troubleshooting Tips #

• Check Phone System Setup: If call tracking isn’t working, revisit your phone system setup to ensure it is correctly configured.
• Snippet Placement: Double-check that the tracking snippet is placed in the correct section of your website or funnel for accurate tracking.

Frequently Asked Questions #

Can I track calls from specific marketing campaigns? #

Yes. By creating separate number pools for each campaign, you can track calls specific to those marketing efforts.

What if I need to track international calls? #

Select appropriate international numbers when creating your number pool.

What do I need before setting up call tracking? #

You need a configured phone system. Go to Settings > Phone Number first; if the phone system is not set up, contact the administrative team for assistance.

How many numbers must a number pool contain? #

A number pool must contain at least 4 numbers.

How do I track calls coming from my website? #

Copy the integration snippet, then paste it into the Body Tracking Code section of the relevant page or settings in the Sites area of your sub-account, and save.

Can I move numbers between pools? #

Yes. Use the reassign icon to select a destination pool, or remove a number to send it back to the general phone numbers list. You can also add numbers to a pool from the general list.