Last week we quietly launched outbound calling as a feature in PhoneWagon. This was one of our highest requested features – the ability to make an outbound call from your PhoneWagon tracking numbers. Before this feature was launched you had to make outbound calls to your customers from a separate phone system or your cell phone. Enabling outbound calling makes the experience better for the customer and you’re now able to see the entire customer journey and conversation in one simple thread.
Let me show you how it works:
Step 1: Navigate to the Inbox in your PhoneWagon dashboard. This will show you a list of all your calls which you can apply filters like source=”google paid”, first time caller, and many others.
Step 2: Click on an activity in the inbox to show the customer journey on the right side.
For this prospect, you can see that they searched on Google for “call tracking” and then went to our landing page phonewagon.com/try-now. If you hover on the URL you can see all the UTM tracking that is also applied to the URL.
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 simply click the phone icon towards the bottom of the conversation thread.
We added some audio controls so that you can make sure your input and output are configured correctly.
While you’re on a live call, you can navigate away from this conversation thread and keep getting work done. We’ll display the live call at the top of your inbox so you know who you’re talking to and can quickly click into the thread if you need to.
After the call is complete you will see the call details in the conversation thread. In this example, he didn’t answer my call so I followed up with a text message.
After my text message was sent I instantly received an auto-reply. This let’s me know he’s not ducking my calls but rather is busy driving. I’ll make a note in my CRM to give him a call back before EOD.
Outbound calling and threaded conversations is a powerful feature that gives you visibility into the entire customer journey both online AND offline. In one conversation thread you can see the exact search term, the landing page, the inbound call, 2-way text messages, and outbound calls. The entire journey – all in one place. This release takes us one step closer to being a powerful unified communications and call analytics platform.
If you want to try this out for free, sign up here: https://web.phonewagon.com/signup