Allow Contacts To Inherit Tags Across Calls
A lot of my customers get a high volume of calls from their existing customers. Each time their calls come in, I have to re-tag the call as an existing customer. I would like to have the ability to apply tags at the contact level and then have them inherit those tags across calls.
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Hey Hunter,
This is typically what people use the Qualified status feature for. Qualified status follows the lead while tagging is meant to apply to each interaction.
I saw that in another community post, but I'm not a huge fan of that approach. I like to use that only on leads as it helps me glean which calls were leads faster and then use it to track qualification rate across leads. I also don't think it is a good look as an agency provider when the client logs into their activity tracking and sees a wall of unqualified calls even though most of them aren't even leads to begin with. I think it would also be helpful to have tagging at the contact level for other reasons, like analyzing what types of other inquiries come in from certain numbers and seeing if a better solution can be implemented that can reduce call volume, job seekers for instance.
Hey Hunter,
Thanks for taking the time to give us that feedback! I'll go ahead and submit this to our product team for review.
I tried using the qualified status a little bit in a couple of accounts. I noticed that the qualified status applies to contacts and can't necessarily be used to filter out calls. For instance, if I mark a call as unqualified, the contact is tagged unqualified, but their other calls are not. They still pollute call reports, making it difficult to triage.
This is still a burning problem for me. One of my clients has 1500 calls this month, the overwhelming majority of them are customer calls and not relevant to what I'm doing for marketing/lead gen. I have been using the qualified/unqualified status to mark contacts as unqualified when they are customers, but again this doesn't help at all when it comes to filtering out calls because the status is applied at the individual call level and the contact level. There is no way to filter unqualified contacts though and qualified status isn't applied to any future calls for that contact. I still have to look at 1500 calls worth of data in order to try to cherry picks the calls that might be relevant. CallRail is quickly becoming unusable as a product for me because of this. I need a way to better be able to filter calls from unqualified CONTACTS.
Hi Hunter,
Thanks for updating us on this - I'm going to have your account rep reach out shortly to see if he can explore this further with you and hopefully identify a solution.
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