Viewing Call Activity in The Timeline

With our system we can access powerful call center functionality and valuable real-time insights to help increase sales and improve customer service. We can track website visitors’ actions before, during, and after they call.

The Visitor Timeline helps you view each step in the call tracking process in one convenient and interactive timeline.

You can see how visitors navigate your website before they call, what page they were on when they called, and what actions they take on your website after they’ve called.

How It Works

When visitors call the tracking phone number on your website, any action they take on your website, including the call itself, will be tracked. When you view the ‘call details’ surrounding the call, you’ll be able to access all of this information in the timeline.

Deeper Insight into Visitor Behavior

Identify Pages that Deliver Phone Calls

See what pages users are on when they call, giving you a better understanding of what pages and content drive visitors to pick up the phone.

Know What Leads are Looking For

View a caller’s lead status from the visitor timeline. Discover what pages leads visit before and after they’ve called, helping you optimize your site.

Get Deeper Insight into Visitor Behavior

Give your phone calls, recordings, and CallScribe transcriptions context by understanding what website visitors were doing on your site before and after they’ve made a call.

Discover What Users Call About the Most

Quickly discover what services website visitors call about the most, giving you insight into your target market’s needs without the hassle of listening to call recordings or conducting surveys.

Logging In And Out

Make sure to be logged into the system under your user account. Calls are routed through the call flow to specific users. If you are logged into the wrong account, you won’t receive the calls that are meant to come to you.

Logging in and out of the system is important because this is how the system knows if you are available to accept calls. When you are logged out, the system will know to route calls to other accounts. If you leave your account logged in, callers will have to wait for your account to time out before being sent to the next account in the call flow. Be sure to log out when you are not available so that the system knows to skip your account and avoids unnecessary caller wait time.

To log in, navigate to calls.lawnauthorities.com in your Chrome web browser.

Use your company email address as your username.

You should have received an email with password instructions, if not that’s no problem. You can use the “Forgot my password” button to have the system email you instructions for setting your password.

To log out, click your name in the top right and select sign out.

 

Resetting Your Password

If you don’t know your password you can use the password reset here (Forgot my Password) and the system will email you instructions for resetting your password. 

Activating Softphone

Using Softphone in your browser, you can answer and place calls directly from your computer without having to pick up the phone. Softphone also allows you to interact with your calls in real-time, so you can score calls as leads, apply call tags, and add notes about your conversations as they take place.

Getting Started

Softphone is only available for use in a Google Chrome browser. Any user that would like to use Softphone will need to allow access to their microphone on each Chrome browser they use.

Once you allow access to your microphone, you’ll be able to answer and place calls using Softphone. The articles below will guide you through answering and placing calls.

Allow Access To Your Microphone

Granting permission to use your microphone is dependent upon whether you’re a new user, or a current user accessing Softphone for the first time. If you have pop-ups blocked on your Google Chrome browser, you’ll need to allow them temporarily to grant access to your microphone.

If you’re a new user logging into your account for the first time, click Enable Softphone Audio in the blue bar at the top of the page. This button will be available once you log into your account.

A pop-up will appear on your browser. Click Allow to give access your microphone.

If you’re a current user using Softphone for the first time, click Lead Center. A popup will appear at the top of your browser. Click Allow to let CallRail access your microphone.

Answering Calls Using Softphone

With Softphone, you can use your browser and computer’s microphone to answer calls directly from Lead Center. When answering a call with Softphone, you can score calls as leads, add call tags, and add notes about the call in real-time. 

Getting Started

In order to answer calls using the Softphone feature, you’ll need to have given permission to access your computer’s microphone.

Additionally, you should have Lead Center open in a Google Chrome browser window to answer incoming calls. Softphone is only available for use in a Google Chrome browser.

For best results using Softphone, we recommend using a wired headset connection.

Answer Calls with Softphone

1. Click Lead Center in the navigation bar on the left. You’ll want to keep Lead Center open to answer incoming calls.

2. Click Answer in the left menu to connect to the caller. Click Decline to send the call to the next step in the Call Flow.

3. Use the left menu to classify the call as a lead, add or remove call tags, and to add notes to your active call. You can also use this screen to mute yourself on the call, use the keypad, or hang up the call. Navigating away from this screen during an active call will end the call.

4. Once the call has ended, you’ll have the opportunity to add additional details about the call that will save to Lead Center and the caller’s detail page. Once you’re finished, click Finish Call.

Once you click Finish Call, you’ll be able to take new incoming calls to your Agent name. Any call received by your Agent name before clicking “Finish Call” will be directed to the next step in the Call Flow. 

Placing Outbound Calls Using Softphone

With Softphone, you can use your browser and computer’s microphone to place calls directly from your browser. When placing a call with Softphone, you can score calls as leads, add call tags, and add notes about the call in real-time.

Getting Started

In order to make calls using the Softphone feature, you’ll need to have given permission to access your computer’s microphone.

Softphone is only available for use in a Google Chrome browser. For best results using Softphone, we recommend using a wired headset connection.

Make An Outbound Call From The Lead Center

Click Lead Center in the navigation bar on the left.

Select the Dialer button in the bottom-left of your Lead Center screen.

1. Enter the telephone number you’d like to call at the top of the outbound dialer menu.

2. Select the caller ID you want to show – choose the Admin line.

3. Check record call

4. Begin Call

You can also choose to Connect with your phone to make an outbound call from Lead Center without using Softphone. Enter the number where the system can reach you to connect the call; It will call your phone and ask you to press 1 to connect to the number you’re calling.

Return a Call Using Softphone

1. Select the recent call you want to call back. 



2. Then you can click to call this person here:
 

Scoring Calls

 

Using machine learning, call metadata, and transcriptions, we are able to automatically evaluate whether or not new callers are good leads. We are also able to tag the calls automatically to enable further analysis.

Our automatic system keeps getting smarter and smarter but we still need your input to help improve our accuracy

We use this data to improve our marketing and advertising to attract better leads to the business.

The more data we collect, the more accurately our system can bring in ideal prospects and avoid the tire kickers and time wasters. This makes your life easier!

Lead Status

We divide all the leads that come into the business into two main categories: Qualified Leads and Unqualified Leads

The easiest way to know if a lead is qualified or not is to ask yourself, is this a lead that we would want to pursue for our business? Is this a viable prospect?

There is a bit of a judgement call to make here, sometimes it’s unclear. Decide by asking yourself, “Is this an example of a caller we want more of?” if it is, mark it qualified, if not, mark in unqualified.

IMPORTANT NOTE:
It’s important that we mark lead status BEFORE finishing the call. Data is sent to our advertising platforms as soon as the call is finished. If we mark the lead status after the call is finished this important data will not be sent.

Common Criteria:

Service Territory

Are they within our territory?

Sometimes callers will be looking for services outside of our territory, they would be marked unqualified.

Service Requirement

Are they looking for a service that we offer?

Sometimes callers call asking for services we do not offer, for example lawn mower repair. These callers would be marked as unqualified.

If the caller is within our territory and looking for a service that we offer, then they should be marked as qualified.

Previously Marked

PLEASE NOTE: Callers are marked as being qualified or not, NOT the individual calls. This means that you might see calls coming in already marked as qualified or not from previous interactions.

If a caller that was already marked as not qualified calls but is now qualified, maybe they are now asking for services within our service territory, you can update the caller to now be qualified.

If a caller is an existing client and now calling about a service that we do not offer, we can leave this caller as qualified.

There is a bit of a judgement call to make here, decide by asking yourself is this an example of a caller we want more of, if it is mark it qualified, if not mark in unqualified.

Tagging Calls

In addition to marking callers as either qualified or unqualified. You can add tags to calls to help us gain additional clarity.

We have a preset list of options for tags, you can add tags as you need to help keep track of callers.

To tag calls click the + and then you’ll see a list of options in the dropdown menu.

Many tags are applied automatically based on the callers’ behaviour.

Some of the most useful ones that need to be manually applied are:

Calling For Competitor

This one is used when unqualified leads call the wrong number. We filter out competitor names in our paid marketing campaigns to avoid these useless calls. This tag helps us do this.

Don’t Offer What They Are Looking For

This one is used when unqualified leads call for services we don’t offer. This helps us to filter them out.

Out Of Territory

This one is used when unqualified leads call looking for services outside of our service territory. This helps us filter them out.

Teachable

This one is used to flag calls to be used for training purposes. It could be a call that was handled particularly well or a call that you want to review later to see how it could be better handled in the future.

Time On Calls

A very important indicator that we use to qualify leads is the length of time you spend on the phone with them.

If the caller is not a good fit for the business, try and keep the time spent on the phone with them as short as possible. Ideally less than 90 seconds.

Sometimes it takes longer than 90 seconds to evaluate if the caller is not a good lead. If this happens that’s fine, just make sure to click the crossed out thumb.

The opposite is true for callers that are good leads.

Try and keep the calls going with good leads for more than 90 seconds.

This is not always possible, if the call does end early and it’s a good lead, make sure to click the thumbs up icon BEFORE the call ends. 

Questions

If you have any questions please email us at chris@lawnauthoties.com

Ready to utilize the power of the Lawn Authorities Growth Platform inside your business?

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About Chris Penny and Lawn Authorities

I've been helping landscape maintenance companies grow their businesses since 2013.

Our fastest growing client has grown from $250k to $1.5m in 3 years using the strategies covered in this website.

Our unique approach to marketing comes from my experience marketing my own lawn care business for 11 years (2005-2016). There are so many unique challenges to growing these kinds of businesses: churn, lowball competitors, attracting the right staff - to name a few. Our systems solve all of these, empowering our clients to grow rapidly with confidence.

Ryan Berube
Business Analyst
Facebook Ads

Krista Bugden
Copywriter

Aaron Biblow
Partnerships

Bulat Kerimov
Business Intelligence 

Ahmed Elshenawy
Project management Website Development Marketing Automation

Because Everything's
Better When You're an Authority

475 Elgin St, Ottawa, ON Canada 🍁

Because Everything's
Better When You're an Authority

475 Elgin St, Ottawa, ON Canada 🍁