callrail
customer experience
The time your team invests in supporting customers is precious. It’s gotta be done, and done well. But it can grind down the enthusiasm of your best people.
Restore their energy. Dial back up the empathy. Free up staff capacity!
CallRail brings powerful automation and time-saving integrations to your sales and customer service department. It’s a capable tool for specific problems. We can help you apply it for optimal results.
our professional guarantee
After 20 years, we know where we can make a positive impact in companies like yours. We’re believers in the 80 / 20 principle that a fraction of what gets done actually yields the most results. But which fraction? We promise to only recommend and implement changes we believe to be of real value. If we do not ourselves trust in the value of what’s being proposed, we will withdraw and refer you to others. Let’s do what matters. This is true for CallRail-related work, and anything else we may do.
how we work with your team
Our engagements pair 1, 2 or more of our experts with 1 or 2 of your employees. For a period of weeks or months, we’ll come alongside and understand your objectives. We’ll set up Gorgias-related systems or processes, listening and optimizing with your input. Your team will then carry on to sustain what we built together. We may return later to refine and iterate again, climbing up to the next level of results.
what we don't do related to CallRail
When it comes to helping you make better of use of the CallRail platform, we do not replace your sales or customer service team. You will continue to communicate with your customers. So we are not providing outsourced sales or phone support.
We also will not limit our observations to JUST CALLRAIL. We do not hyper focus on one tool. So for example, how you answer and return phone calls can be very important. If there’s a better phone solution for you than 100% reliance on CallRail, we’ll say so.
our history with CallRail
In 2020, Patrick Pitman created ebusiness pros as a division of ebusiness coach, the firm he founded in 2000. The online-focused companies we serve as consultants needed better marketing attribution, better routing of incoming calls, and better reporting.
In 2015 we implemented our first CallRail system for a B2B company that was creating a B2C division. For the first time, they had to track ad spend results AND support in-bound sales calls from the public. In the time since we’ve helped other companies close sales, lower costs and free up precious staff time with CallRail.
customer service you can be proud of
CallRail continues to improve their software platform. But in our experience, businesses running their phones through CallRail are not benefiting from 57% of their existing features. There’s much to still gain! And sometimes, what’s missing is not technical implementation but more interpersonal and relational. Get support for your customer support team:
callrail pros
You’ve got the new phone system up and running? Now take it up to a new level. Like Usain Bolt level!
We often start with an audit. People say things like “I didn’t even know that was a feature!”
We may even discourage some feature adoption. How can that be possible? Let’s just say not all its bells and whistles are advantageous to encouraging the repeat customer. It depends on your team’s capacity…
If you’ve not yet adopted CallRail, we can help you evaluate its potential. And then handle the technical heavy-lifting to migrate data and processes. Ask for our quick start package. (Olympic sprinter not included.)
develop your team
Tools can bring efficiency. But they’re dependent on your team’s capacity to use the tools.
By capacity we might mean willingness, or ability, or even awareness. Sometimes the people on your team are less aware of what excellence looks, sounds, and feels like to the customer.
We can be a proxy to help you affirm a vision of customer service excellence for your organization. Attunement is our foundational principle.
An audit of phone call recordings and help desk tickets can make clear whether it’s people or tools that need priority attention.
OUR CALLRAIL SERVICES
hire ebusiness pros to improve:
team efficiency
An example: “Help us set up a system (automations, skills-training, etc.) to support the next $1M in Shopify web sales without hiring another customer service person.”
decision making
An example: “Advise our choice of phone systems and make the migration easier. We like CallRail, but what about Gorgias’ phone system for our specific situation? Help us decide for the right reasons. “
human capacity
An example: “Evaluate my customer service team and clarify roles. With new systems, we also want new expectations. Not just for what to do, but HOW WE DO IT.”
technical tactics
An example: “Our CallRail system has been running for a year but we know we ought be making more use of it. We’re not using call flows as we ought. Our numbers are out of control. We need a restart!”
when it rains it pours
a case study about CallRail and frogs
from crazy to centered
For J&S Transportation, providing a DTC car transportation service was a natural extension of the B2B vehicle shipments they’d been doing for years.
At first, J&S thought they might just need tracking for incoming calls with sales prospects from their paid advertising. Soon they realized it was important to identify which ad source led to the phone number being called. That led to many distinct phone numbers being created – one for each advertising platform. And all of them managed by CallRail. This enabled J&S to track who was calling, where they might be located, and which ad helped them learn about J&S Transportation in the first place.
Then the first summer season came, and holy cow, it got busy.
Do you know just how many people move in the summer? Not to mention how many college students get their cars shipped to school so they have it with them, even if they’re out of state? It felt like pouring rain after the roof had caved in, the parking lot flooded, and frogs were breeding in the hallways. Is that a polliwog in my cup?
J&S Transportation realized they needed to make customer service a priority. Safely and reliably transporting people’s vehicles wasn’t enough. You can imagine how nervous someone might get, not knowing exactly where their car is for a few days while it’s on a transport truck…
First, they used an outsourced call center to handle the customer service side, and CallRail helped them give that team access to the many inbound calls coming from paid traffic, and other sources. Sometimes you need to know exactly what’s made a customer unhappy – being able to have voicemails transcribed, and both inbound and outbound calls recorded was a lifesaver.
Having those records to reference helped the in-house team stay on the same page as the outsourced call center supporting them.
Today the CallRail platform sits at the center of daily operations, with J&S Transportation’s very own team handling sales and customer service remotely. And credit must be shared with a reworking of the order process, a new FAQ knowledgebase, order status notifications by SMS and email, and new team roles with an Attuned approach.
Lesson: Build from the center on a solid foundation and work your way outwards. And mind the frogspawn.
“You helped us improve customer service response times by 6X during the same time that our ecommerce store grew at 2X. Thanks for helping us to grow sales AND keep our commitment to the customer experience.”
“I knew we needed a new solution for our phones, but our old way of doing phones didn’t match up with our new remote customer service team. Nor did it help us understand the results of our new paid traffic advertising.
“You were able to help us find CallRail and configure it, then refine it over time. Now our calls flow exactly when and where we want them to between our office, our remote team members, and our outsourced call center.”
The foundational principle that organizes our work with clients and our training of their teams is how and why to be attuned. The result is more repeat customers, and a more engaged team to support them. Learn more about our attuned methods.
Two forthcoming certifications help marketers and customer service professionals level up.