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The CallRail Reports Most Law Firms Are Not Using Well · Sharp Strategies Sweet Success

• 0:00
  SPEAKER_00: Hello everyone and welcome to CallRail for law firm marketers and intake teams.
• 0:08
  SPEAKER_00: I am going to give you a tour of the program
• 0:11
  SPEAKER_00: and show you how law firm marketers are using CallRail to get more data on leads,
• 0:19
  SPEAKER_00: including form submission leads, chat leads.
• 0:23
  SPEAKER_00: And as a way to automate many different processes from sending custom outreach
• 0:31
  SPEAKER_00: to sending a lead to be contacted by an AI chat agent to notifications and
• 0:38
  SPEAKER_00: a whole bunch of other stuff that gets pretty advanced.
• 0:41
  SPEAKER_00: For this tutorial,
• 0:42
  SPEAKER_00: I'm going to go through and show you some of the more basic pieces,
• 0:46
  SPEAKER_00: and then we'll go on to some of the more advanced pieces here at the end.
• 0:51
  SPEAKER_00: So to start with, we are looking at the home screen.
• 0:55
  SPEAKER_00: And if you're like me and have access to a few different CallRail accounts,
• 0:59
  SPEAKER_00: you may want to come up here and select the company filter to select
• 1:03
  SPEAKER_00: the right company.
• 1:05
  SPEAKER_00: And here on the home panel,
• 1:07
  SPEAKER_00: we can see total calls,
• 1:09
  SPEAKER_00: first-time callers,
• 1:11
  SPEAKER_00: and form submissions if you are tracking form submissions with CallRail.
• 1:15
  SPEAKER_00: That's actually an extra add-on.
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  SPEAKER_00: You'll also see some notifications here on the home screen.
• 1:20
  SPEAKER_00: By and large,
• 1:20
  SPEAKER_00: there are very few of these that I pay attention to on a regular basis,
• 1:25
  SPEAKER_00: but I'm logging into CallRail myself pretty much weekly for each client,
• 1:29
  SPEAKER_00: so I'll generally see things when they pop up.
• 1:32
  SPEAKER_00: Most of the time you're going to see an alert like this.
• 1:35
  SPEAKER_00: And I'll actually talk about that when we get to the phone number section.
• 1:39
  SPEAKER_00: So if you click on activity up here,
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  SPEAKER_00: that's going to take you usually to the call log is where it's first going
• 1:46
  SPEAKER_00: to take you.
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  SPEAKER_00: And this is going to be a log of all inbound phone calls to one
• 1:54
  SPEAKER_00: of your call rail tracking numbers.
• 1:56
  SPEAKER_00: And it's going to be every single call.
• 1:59
  SPEAKER_00: If you want to see just the people who called for the first time,
• 2:03
  SPEAKER_00: you're going to click down to this report and the numbers are going
• 2:05
  SPEAKER_00: to change slightly.
• 2:07
  SPEAKER_00: Or you can use one of the filters right here above this time series chart
• 2:13
  SPEAKER_00: and select unique callers only.
• 2:16
  SPEAKER_00: So I'm going to go ahead and talk through some of these filters
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  SPEAKER_00: because they're Really important to understand how these work in trying to filter
• 2:24
  SPEAKER_00: to get the data you need.
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  SPEAKER_00: So in CallRail, you have individual tracking phone numbers.
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  SPEAKER_00: We'll look at those in a second.
• 2:31
  SPEAKER_00: And you have those numbers configured to match various marketing sources.
• 2:36
  SPEAKER_00: These are sources of your leads.
• 2:39
  SPEAKER_00: And if you're doing PPC or any kind of campaign
• 2:43
  SPEAKER_00: where you're using UTM tracking parameters,
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  SPEAKER_00: you're actually going to be able to filter and sort By that data down here and
• 2:51
  SPEAKER_00: under these session details.
• 2:52
  SPEAKER_00: Another thing that's handy to filter,
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  SPEAKER_00: particularly if you're looking at call quality is under this handling section.
• 3:00
  SPEAKER_00: And so call direction, usually we're only seeing inbound calls and call rail.
• 3:06
  SPEAKER_00: It can be set up to track inbound and outbound,
• 3:08
  SPEAKER_00: but most of the time we're just tracking inbound phone calls.
• 3:12
  SPEAKER_00: So call direction, we rarely use.
• 3:15
  SPEAKER_00: Answer status.
• 3:16
  SPEAKER_00: This may be important to pay attention to if you don't have nights,
• 3:20
  SPEAKER_00: weekends, and overflow calls coming to your law firm.
• 3:24
  SPEAKER_00: Because there are a lot of modern ad platforms who rank your business based
• 3:30
  SPEAKER_00: on how well you answer the phone.
• 3:31
  SPEAKER_00: And that includes how many times you pick up.
• 3:34
  SPEAKER_00: A call was missed or somebody maybe was sent to voicemail.
• 3:37
  SPEAKER_00: You can also filter by how long the call was by duration.
• 3:41
  SPEAKER_00: And this is pretty handy because typically calls under 60 seconds are non-leads.
• 3:48
  SPEAKER_00: Maybe they're sales calls or something else.
• 3:52
  SPEAKER_00: So short calls generally, you know, we want to filter out.
• 3:55
  SPEAKER_00: And so if you want to get a better sense of your call data.
• 3:59
  SPEAKER_00: It's important to see duration and filter by that to see how that changes
• 4:03
  SPEAKER_00: the information in the reports.
• 4:05
  SPEAKER_00: If you are using specified agents and they're named here in CallRail,
• 4:09
  SPEAKER_00: you can filter by those,
• 4:11
  SPEAKER_00: but that I believe agents have to be manually assigned to each lead.
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  SPEAKER_00: And I'll show you guys a little bit more of that before getting into these properties actually.
• 4:20
  SPEAKER_00: So for these other filters,
• 4:23
  SPEAKER_00: It's pertinent that you know a little bit about how intake teams can use CallRail
• 4:29
  SPEAKER_00: to basically help give the marketing team more data about inbound leads.
• 4:35
  SPEAKER_00: So each unique caller becomes basically a contact here in CallRail.
• 4:44
  SPEAKER_00: And if you look at,
• 4:46
  SPEAKER_00: you know,
• 4:46
  SPEAKER_00: if you scroll down once you've clicked into their leads,
• 4:49
  SPEAKER_00: you can actually see all of the calls and the sources for this one contact.
• 4:57
  SPEAKER_00: And you see that quite a bit in CallRail.
• 4:59
  SPEAKER_00: You know, it's very rare.