Do you want to set up call tracking for ZOHO whenever a lead calls your business?
In today’s fast-paced business environment, companies need to have a complete understanding of their customers and their buying habits to stay ahead of the competition. One essential tool that can help businesses achieve this goal is call tracking.
Call tracking can provide valuable insights into the customer’s journey and help businesses optimize their marketing and sales strategies.
For ZOHO CRM users, call tracking is particularly important as it allows them to seamlessly integrate call data into their CRM system, providing a more comprehensive view of their customer interactions.
In this blog post, we will explore the importance of call tracking for ZOHO CRM users and how it can help them streamline their sales and marketing efforts, improve customer satisfaction, and ultimately, grow their business.
Why you should set call tracking for ZOHO
Logging calls in ZOHO using a call tracking solution is essential for businesses that want to gain a complete understanding of their customers’ interactions and preferences. By setting up call tracking for ZOHO, businesses can capture valuable data such as marketing action that drove the call, page the customer called from, call duration, time of day, and caller demographics, which can be used to optimize their sales and marketing efforts.
This data can provide insights into which marketing campaigns are generating the most calls and which sales representatives are most successful in converting calls into sales. By leveraging this information, businesses can make data-driven decisions that can help them maximize their ROI and ultimately grow their business.
Furthermore, setting up call tracking for ZOHO can improve customer satisfaction by providing a more personalized experience. With access to call data, businesses can better understand their customers’ needs and preferences, which can help them tailor their offerings and improve customer service. This can lead to increased customer loyalty and repeat business, as customers are more likely to return to a business that understands and meets their needs.
Overall, logging calls in a ZOHO using a call tracking solution can help you gain valuable insights into your customers’ interactions and preferences, which can ultimately lead to increased sales, improved customer satisfaction, and long-term growth.
Ready to learn how to set up call tracking for ZOHO?
How to setup call tracking for ZOHO CRM
To set up call tracking for ZOHO, just follow the steps below:
Step 1: Connect your ZOHO account
From the header menu navigate to “Integrations – Gallery” and click on the ZOHO section
Click on the “Sign in with ZOHO” button
A pop-up will appear, prompting you to connect your ZOHO account with Nimbata. Choose the account you wish to connect and click the button to connect.
That’s it! Your ZOHO account is now connected with Nimbata and you are now ready to configure the integration to log calls in ZOHO.
Step 2: Configure what happens when a new lead calls you
The first step is to configure what happens when a new lead picks up the phone and calls you. Nimbata allows you to create a new contact, a new lead, a new account, a task, and a new call activity. Here we will show you how to create a lead and log a call activity with the essential call information.
First, we choose to create a lead. To be able to easily identify this lead in ZOHO we choose to give it an identifier that the call came from a Nimbata phone number (first name = Nimbata, last name = Lead). Under phone number, we set to automatically fetch the caller ID from the Nimbata log. In the lead properties, we also choose to set the description to: Inbound Call from Nimbata so it’s even easier to identify, and assign it to an owner and the email that will handle this lead.
Based on your ZOHO configuration you have the option to populate any contact property with any Nimbata value, ZOHO value, or even free text. Simply choose the “Add New Row” section and the lead properties that are available to be populated will be available for you to choose.
Along with the lead we choose to create an Inbound Call Activity, under the lead. Here we are interested in the talk duration, the start time, and in the description, include all the marketing information fetched from Nimbata, such as the utm_campaign and the link to the recording so you can listen to the call.
Nimbata also allows you to automatically populate this section with our suggestion. To do so, locate the “Use default config” button at the bottom of the section and click it. This will auto-populate your property with the following configuration.
Step 3: Configure what happens when an existing customer calls you
Next, we need to define what call information is sent to ZOHO when a lead that already exists on our CRM calls us.
When an existing customer calls you we choose to create an inbound call activity and send the duration, tag, start time, and a link to the recording. Again, you are free to populate this with any additional fields that work best for you!
View calls in ZOHO CRM
Before you save your configuration you have the option to send a test event to ZOHO, making sure all the information is sent to the properties you set in the previous steps.
You can experiment with various scenarios and when you are confident that each scenario passes the test you can click on Save to automate the process.
Below we show how you can view logged calls in ZOHO for each scenario we described above.
New Phone Lead
Nimbata will create a new contact with the First Name and Last Name we set (New Phone Lead from Nimbata) so its easily distinguishable from the leads list in ZOHO.
In addition, Nimbata will log a call activity with the outcome of the call, the duration, and all the call information you selected in the previous steps in the body section.
The next steps here would be to listen to the call and update the lead with the information gathered in the call.
Call from existing customer
Now that John Doe is an existing customer if he calls again, Nimbata will apply the rules set when the caller ID exists in our CRM.
As such, the second call is logged as an activity after the previous call, including the link to the recording.
Takeaway
Setting up call tracking for ZOHO is an effortless process!
With just a few simple steps, you can start updating your favorite CRM with call data about your customers and the marketing campaigns that prove to work for your business. By combining the power of Nimbata’s call tracking and analytics with ZOHO’s CRM features, setting up call tracking is a no-brainer!
