Reviewer's Guide
- Introduction
- Product Features
- Common Use Cases to Leverage LogMyCalls
- Getting Started with LogMyCalls
- Review of Key Features
- Summary and Conclusion
- Contact and Support
- Download a PDF of the Reviewer's Guide
Introduction
LogMyCalls is a smarter call tracking application that combines enhanced marketing with phone performance optimization. This intuitive and easy-to-use tool allows users to efficiently determine if their methods are effective. While other call tracking applications focus solely on call tracking data, LogMyCalls also provides exclusive solutions for enhancing on-the-call performance by combining marketing analytics and sales performance management into one application.
LogMyCalls is a service of ContactPoint LLC
This application addresses the big picture, allowing businesses to analyze and optimize the entire lead cycle from advertising campaign to close sale--all while tracking marketing dollars and phone performance with precision that is unmatched in the market.
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Product Features
LogMyCalls is, simply, the smarter call for organizations that demand more from their call tracking software. It is the only application that combines powerful telephony capabilities, marketing analytics and sales performance management.
• Call tracking – LogMyCalls call tracking features allow users to measure marketing ROI of any offline or online campaign.
• Marketing analytics – Easy-to-generate reports, demographic, geographic and date/time charts and graphs give marketers unparalleled information about who is interested in their product and from whence they came.
• One-click, toll free, local and vanity phone numbers – Extraordinarily simple number provisioning, eliminating the need for dreaded conversations with the phone company.
• Scheduled call forwarding – Business calls can be routed to a home or cell number allowing users to take calls at work during the day, and have them routed to personal numbers during lunch breaks, in the evenings and on weekends.
• IVR - IVR allows users to easily set up a call menu and have calls routed to the correct place.
• Advanced Call Routing (Geo-Routing) - Callers are routed to the business location nearest them.
• Call Hunt Group - Configure the way calls are routed to multiple numbers. Determine which reps answer which calls.
• Searchable call tagging – Users can tag or label calls with phrases or words that describe any element of a call, and can then search, group and analyze calls ad-hoc.
• Searchable call commenting – Inspired by social media platforms, LogMyCalls allows users to comment on calls, group them and search them ad-hoc. Call commenting also allows users to have a running dialogue about a phone call.
• Call recording and playback – Every call from every tracking number, both inbound and outbound, is recorded; and each call plays within the application. Downloading call files is unnecessary. The days of expensive phone recording systems are over.
• Call scoring – Call scoring allows users to measure, track and analyze precise elements of customer experience and agent performance for each call.
• Custom call scorecard creation – Users can create scorecards that measure anything in any call: customer feedback, marketing ROI, customer service, agent sales performance, etc.
• 30+ reports – Enhanced analytics for marketers and marketing-style analytics for sales.
• Goals –. This feature allows users to set and track marketing and sales goals; because reports, analytics and metrics are worth little without the ability to set goals and track improvement.
• Alerts and accountability – This exclusive feature takes goal-setting to a powerful new level. It allows users to be alerted via text message or email when a goal has or has not been reached.
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Common Use Cases to Leverage LogMyCalls
• Eliminate marketing and ad-spend waste – Determine which marketing methods are effective by assigning specific tracking numbers to respective advertising mediums.
• Marry online and offline advertising - Use sophisticated tools like website Dynamic Number Insertion (DNI) to determine which online marketing methods generate phone calls.
• Increase marketing analytics data – Analyze marketing data with LogMyCalls marketing reports and Google Analytics integration for a comprehensive view of marketing performance.
• Reduce lead leakage – Integrate LogMyCalls with CRM applications, to automatically append call recordings, call tags and call comments to customer records.
• Track prospects from campaign to close – Manage and organize the entire lead cycle with searchable call tagging, commenting and reporting.
• Create employee accountability – Leverage call recording and playback to determine if employees are effective, are following company policies and are clearly stating value propositions when they speak to customers.
• Employee training – Enable supervisors and managers to provide feedback and coaching using call recording, call sharing and call accountability technology.
• Transform phone systems and processes – Leverage LogMyCalls as a powerful telephony application. With easy, one-click provisioning of IVR, scheduled call routing, Geo-Routing, Advanced Call Routing, Hunt Groups, and toll free numbers.
• Capture real-time, authentic, customer feedback – Deploy LogMyCalls’ call recording and searchable call tagging to label customer phone calls then search, group and analyze calls.
• Improve phone performance – Produce actual ‘call analytics’ for sales and customer experience performance by deploying LogMyCalls exclusive call scorecard creator and call scoring system.
• Meet goals and improve – Set specific marketing, lead quality, campaign ROI, phone performance, customer service and sales goals within the application.
• Manage marketing and sales performance on-the-go – Isolate goals to track with LogMyCalls alert features. Get notifications via text message or email as goals are (or are not) met.
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Getting Started with LogMyCalls
1) Getting a Tracking Number
LogMyCalls capabilities are usable when they’re associated with a tracking phone number. Users can sign up for a free tracking number on LogMyCalls.com to begin the process.
For the purposes of demos, reviews and press, accounts associated with tracking numbers have been established.
2) Using LogMyCalls
LogMyCalls is a SaaS. All of its capabilities are accessible and functional with a login and password on LogMyCalls.com. The application requires very little in the way of local resources. Compatible browsers include Internet Explorer 7.0 or higher, Firefox 3.0 or higher, or any version of Google chrome. Computers need speakers to listen to calls.
To log in, mouse-over the Login tab on the top right hand corner of the home page. Next enter your username and password. Click login and you will be instantly logged into the platform. A specific reviewer’s username and password has been created for those wishing to explore the application. Please email McKay Allen at This e-mail address is being protected from spambots. You need JavaScript enabled to view it. for a reviewer's username and password, if you wish to explore the application.
3) Navigating LogMyCalls
Once logged in, users can easily navigate the core of the application using the tabs at the top of the page. The tabs are labeled: Track, Listen, Score, Repor, Goals. These tabs contain the bulk of the marketing analytics and sales performance data within the application.
The telephony features--Advanced Call Routing, Scheduled Call Forwarding, IVR, Click-to-Call, Dynamic Number Insertion, Hunt Group, provisioning of tracking numbers, etc.--are located in the Setup are at the top of the page.
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Review of Key Features
Companies are demanding marketing data about offline response that is similar in scope, depth and ease-of-use to the online marketing data that tools like Google Analytics provide.
LogMyCalls is more than a call tracking application; it is a telephony solution for marketing analytics and phone performance.
Companies can choose to purchase only call tracking and marketing analytics packages, and then add performance management tools such as call scoring, goals and alerts as they choose.
What follow is an in-depth review of some key features of LogMyCalls. For a PDF version of the reviewer's guide, replete with screen shots of the application please click here.
Call Tracking
The call tracking capabilities within LogMyCalls are the core of the application. The ease-of-use, functionality and telephony power of LogMyCalls’ call tracking surpasses any tool currently on the market. Tracking numbers can be associated with specific pieces of online or offline advertising, determining how many calls each is generating.
Competitive Advantages
• Reconfiguring, adding and associating numbers with campaigns is simpler quicker and smarter than any tool in the market.
• LogMyCalls has the most extensive, in-depth and powerful marketing reports in the market. Users can slice the data and view reports (graphs, maps, charts and lists) on nearly any piece of call tracking data they choose.
• With one-click, the data is moved to a spreadsheet for additional data evaluation.
• LogMyCalls can fully integrate with Google Analytics so all call analytics data can be viewed alongside web analytics data.
Advanced Call Routing (Geo-Routing)
While LogMyCalls is primarily a tool for marketers and sellers, it is also a powerful telephony application for those seeking to simplify their telephone processes. Advanced Call Routing is an exclusive and sophisticated telephony feature that automatically routes calls to the nearest business location.
Competitive Advantages
• Set up is easily done in a matter of minutes on LogMyCalls.com, no digging through the phone closet is required.
• Both small and large businesses can utilize this Geo-Routing feature for marketing and sales purposes.
Customizable IVR
LogMyCalls’ customizable IVR tool is vital for growing companies seeking to simplify their telephony solution. Companies can set up an IVR (i.e. press 2 for Bob, press 3 for Mary) in mere minutes. This allows small companies to appear large and large companies to simplify.
Competitive Advantages
• Users can set up a tailored IVR system with a few clicks.
• Remarkable ease-of-use and intuitive navigation
Call Recording and Playback
The call recording and playback area within LogMyCalls is where the application begins to most notably differentiate itself from its competition. Users can hear the calls in the call recording and playback workspace, eliminating the need to download or upload audhio files for playback. The calls simply play.
Competitive Advantages
• One-click playback.
• Users can send calls via email with one click directly from the application, and easily share call recordings with other users within the system.
• Users can choose to be notified via email or text message when someone has sent them a call recording.
• The application will alert users via email, or text message if they’ve been sent a call recording.
• Call playback can be stopped and timestamped with a tag or a comment if users want to note something about a specific portion of the call. Call playback then resumes from that moment in the call.
• LogMyCalls is fully integrated into CRM solutions by appending the call recordings, tags and comments within the CRM.
Searchable Call Tagging
Within the call recording and playback workspace, the application allows users to tag (label) calls with specific words or phrases. These tags can describe customer feedback, customer concerns, what made a customer upset, future marketing tactics, agent performance, general customer service, etc.
Competitive Advantages
• Call tags are searchable, allowing users to data-mine and seek calls that, for example, had tags relating to good customer service or tags that mentioned a customer was upset. tagging provides real-time customer feedback, real-time agent evaluation, etc. Again, the uses and ad-hoc searches are nearly endless.
• Each call can be tagged an unlimited number of times, mean the data, cross-sectioning and customization is also unlimited.
• These tags can be associated with the call recordings at-large, or with specific time codes in the call.
• Tags can be private or public.
Searchable Call Commenting
Inspired by social media applications like Facebook, LogMyCalls allows users to associate comments with calls in a totally customizable and intuitive way. Within the playback workspace users simply type a comment about a call. The comment could reference an agent's performance; or, the comment could reference a piece of customer feedback.
Competitive Advantages
• The comments are fully searchable so calls can be grouped and analyzed.
• Various users can leave comments that appear in real-time, creating a running dialogue about a call or elements of a call.
• Comments can be associated with call recordings at-large or with specific time codes within the call.
• Each time a comment is created a call-out boxes is created above the playback bar. This allows users to mouse over the call-out back and, at-a-glance, see the comments associated with a call.
• Comments can be private or public.
Custom Call Scorecard Creation
Creating a custom scorecard is a feature that is wholly exclusive to LogMyCalls. Users can create scorecards that measure marketing ROI, call campaign success, cost per lead, cost per call, lead quality, customer service, call outcomes or agent phone performance. Users can create any scorecard on any measurement they wish. Or, they can choose from industry specific best practices scorecards already loaded in the system.
Competitive Advantages
• User-created scorecards are fully customizable. They can contain as many or as few questions as the user wishes.
• The custom scorecard creator is remarkably simple to use. A new scorecard takes 2-3 minutes to create.
• Users can weight some questions as more important than others, and the scorecard will automatically normalize the score to reflect the weighted questions.
• The user can choose to score each question on a 0-3, 0-5, 0-10, or Pass/Fail basis.
Call Scoring
LogMyCalls is the only application that allows users to score and quantify elements of actual customer interactions. Calls can be scored on virtually any outcome-based, marketing, customer service, performance or sales criteria possible.
Competitive Advantages
• By measuring and quantifying actual phone conversations, call scoring provides marketing-style analytics to those concerned with phone performance.
• Call scoring allows user to know which employees are struggling on the phone and in which areas they are struggling.
• Call scoring provides basis for future training and skills development.
• Scoring a call within the application is remarkably simple and intuitive.
• Call scoring allows managers and supervisors to see which employees are improving and which are not.
Goals
LogMyCalls is the only application with a goals feature which allows users to set goals for literally any of the things LogMyCalls measures, whether it is marketing, sales or poerformance related.
Competitive Advantages
• Set and track goals for on-the-phone performance, customer service, sales, marketing ROI, campaign success, cost per call, etc.
• The details of the goal itself and the deadlines associated with it are totally customizable within the platform.
• The goals and the results of the goals can be made public or private.
Summary and Conclusion
No other solution has the powerful telephony features, the call tracking capabilities, the depth and breadth of marketing analytics, the performance management tools and the goal/improvement solutions of LogMyCalls.
Simply, there are no other applications that can do what LogMyCalls can do. LogMyCalls is truly the smarter call for companies seeking call tracking or performance management in a one-stop, all-inclusive, easy-to-use application.
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Contact and Support
Steve Rundhammer - Product Manager, (435) 215-7057
Carlton van Putten - VP of Sales and Marketing, (435) 215-7047
