FonGenie features update – real-time Caller ID
Real-Time Caller ID
This feature is unique to FonGenie. It gives you a real-time view of calls coming into your FonGenie account. By selecting the “View Caller ID” tab, located to the left of the “Sign Out” tab in the upper right in your signed-in account, a smaller browser window will open. With this you can visually monitor callers as they first enter your FonGenie account and listen to your greetings. You can then follow them as they choose various menu options and will see when the caller transfers to you. The Caller ID feature will have already shown you available information about who the caller is, and where they are from (including their location on a map) based on the owner of the caller’s phone number. All of this happens before you ever speak with them. Additionally, a quick reference section at the bottom displays the last 3 calls from this particular number, giving you a short history of their previous calls.
- You have vital information about your caller before ever speaking with them
- You have the caller’s phone number and record of the call
- You have real-time knowledge of the caller’s behavior in your account and what interests them, giving you immediate selling and up-selling opportunities when they transfer to you
- You have access to their immediate call history which gives you reference to prior call information, notes, etc.
CRM (Customer Relationship Management)
FonGenie now incorporates an integrated Customer Relationship Management function embedded within Real-Time Caller ID, which allows you to go beyond just observing the calls that come into your account. CRM allows you to edit or name callers that miss a descriptive title, attach your own personalized or categorization tags to calls, and make more granular notes about them for future reference.
Actively using the CRM will enhance your reporting and searches, allowing your business to efficiently track and record interactions with calls from customers, including scheduling, appointment, jobs, orders, comments, and more.
- You can write a short, retrievable note about the customer while you’re speaking with them. Notation examples could be caller’s preferences; notes about a specific order; billing information, etc. This is immediately available to you when they call again
- The information is searchable in FonGenie’s reports section. You can then categorize users more specifically to find trends and determine customer behaviors and preferences
- It is a powerful tool for call tracking of targeted marketing promotions and up-selling campaigns
Caller ID’s Call History tab
The Call History tab in the Caller ID section displays calls chronologically that were received in your FonGenie account and can be re-sorted by clicking on the column title. This information is intended to give you a quick view of calls and caller information while monitoring inbound calls with the Caller ID window. The call information here gives you: basic call information; the caller’s interaction with your FonGenie account; how often they call; and whether they have been tagged or had notes made about previous calls. Editing the information is done in the Call History section under the Reports tab in your FonGenie account.
- Within the Caller ID window, the Call History tab provides a convenient list of the most recent callers without having to go to another window
- You are able to look up all callers information, with notes and tags, on previous calls conveniently while you are actively on the phone
Caller ID’s Call Demographics
By choosing the “Expand Caller Demographics” link at the top left of the Caller ID window you will find a graphic and numeric breakdown of the demographic data for the most recent caller’s location. This information, along with actual caller behavior, allows you to make important marketing decisions based on actual contact performance. Close this view by selecting “Collapse Caller Demographics” at the bottom of the window. This function can be triggered during or after the call and FonGenie can present information such as Household income, Ethnicity, Population, Median age, income and etc., which can be valuable to certain businesses.
- Demographic information on your customer base provides an insight to marketing, sales, and up-selling opportunities
- Demographic information will assist you with identifying appropriate marketing techniques which are catered to the caller’s particular community (i.e.: promoting specific products or services which are particular to one community, while tailoring other products or services for another).
All-in-all, the best way to really understand how these new features can be best applied to your particular business needs is by getting in and trying them out. The more you work with them the more value you will find, and wonder why this wasn’t available until now.
To our beta users, thank you for your participation and contribution to FonGenie. You’ve helped us build and prove the value propositions associated with our services while working with over 700 small businesses since our launch of the trial program in late 2009.
As we are continuously seeking to improve the FonGenie service, we appreciate any suggestions and comments you may have about it. Please direct these to our contact us page, or click the “Support” tab when you are logged into your FonGenie account.
More feature update pages…
First: FonGenie’s call Interaction tab updates
Previous: FonGenie’s reporting and administrative tab updates
