This article was updated on Nov. 6th, 2020
PhoneWagon is a modern business phone system that tracks phone calls and text messages from marketing campaigns. It enables your entire team to communicate with customers from a shared inbox on any device. This means that multiple users can call and text with a customer from the same phone number. A critical component of this is dialing a customer directly and making a callback to a customer that has previously called or texted your phone number.
We are excited about our outbound calling as a feature in PhoneWagon. This has been one of our customers’ highest requested features – the ability to make an outbound call from your PhoneWagon phone numbers in real-time. Since you’re making the call with your PhoneWagon phone number, you would have already configured this phone number with the appropriate routing, call recording, IVR, CRM integrations, including HubSpot and Salesforce, and other functionality related to this number. Without this feature, you would have to make outbound calls to your customers from a separate phone number on a different phone system or your cell phone. This makes a poor customer experience since they are receiving a callback from a different phone number.
With outbound calling built directly into our VoIP phone system, the customer experience is enhanced. The conversation is tied together in one beautiful conversation thread that includes incoming calls (and incoming SMS) and outbound calls (and outbound SMS). This helps any small business, enterprise, marketing agency, sales teams, etc. communicate more effectively with their customers and turn more calls into customers.
Let me show you how it works:
Step 1: From Inbox Click on “New Conversation” Button
If you want to make an outbound call and start a new conversation, click the “New Conversation” button from the Inbox. When you click this button, you will be presented with a dialpad to make your outbound phone call. Before you type in the phone number you wish to call, select the phone number you want to call from. Like any outbound call center software or dialer, our softphone allows you to make an outbound phone call from any of your phone numbers in PhoneWagon. This will be the phone number that shows up on their caller id.
Step 2: Type in the phone number and click the phone icon.
After selecting the phone number, you wish to make the outbound phone call, type in the phone number you want to dial. If you have communicated with them before, then their number will auto-populate. Click on the phone icon to make the outbound phone call. There’s also a message icon if you want to send them an SMS or text message.
Step 3: Click the red phone icon to end the call.
When the call is in progress, we will automatically create a conversation thread and show the live call and categorize it as outgoing calls in the conversation thread. You will see the call duration in real-time along with an audio settings icon, mute button, keypad, and call end button.
Step 4: See the completed outbound call in the conversation thread
Our telephony system works because we will show the live call in the conversation thread, and as soon as the call is completed, it will change to show the completed call, along with a status and call recording. If you left a voicemail, for example, you’d be able to listen to the call recording of that voicemail.
Step 5: Callback a customer by clicking the phone icon
If you need to follow-up with a customer and make a callback to them with an outbound phone call, you can do that by simply clicking the phone icon in the conversation thread. This is especially helpful for customer support and sales calls, where you need to follow up on inbound calls, texts, and customer inquiries. From here, you can listen to the call recording, send a text message, or make an outbound call. This is all done in a simple, unified conversation thread. To make an outbound call to this customer, you click the phone icon towards the bottom of the conversation thread.
As you can see, outbound calling with PhoneWagon is incredibly powerful. Whether you’re running a contact center and need reps on the phone with customers or running a small business and need to communicate with your customers with inbound phone calls and outbound phone calls, everything is now in one place. While we don’t have an autodialer, predictive dialer, or power dialer, you can make outbound phone calls easily on a one-to-one basis. Build workflows for your sales and customer support reps, and watch productivity go through the roof with our lightweight call center solution. This is all available on any device, including our mobile app, available on iOS or Android. With our API, you can push all the calls into any CRM or customer support software tool like Zendesk.
PhoneWagon is available to try out for free for 14 days by signing up here. Our pricing for paid plans is very aggressive and includes phone numbers, usage, and Inbox seats. Follow us on social media for additional updates.