Frequently Asked Questions
General
How can I get my RingDNA phone number to ring to different phone numbers or even transfer directly to voicemail?
Our drag-and-drop call flow generator gives you the power to choose where a call goes. You can setup certain keywords to ring to specific agents or offices. Our flexible system even allows you to accommodate for business hours, so you’ll never miss an important call.
Can I still access my data if I make a phone number inactive or remove it permanently?
Definitely. Our goal is to provide data that helps you make better business decisions. You’ll be able to access all past and present data at any time.
What happens when I connect RingDNA with my Salesforce.com account?
When you connect RingDNA with Salesforce.com, a new campaign is created within Salesforce.com each time you create a phone number. Every lead and sale that is generated from that phone number is then associated with that Salesforce campaign, allowing you to track your marketing campaign’s success.
Also, our Advanced Caller ID functionality ties into your existing lead information on Salesforce.com. When your sales team receives a call from an existing contact, they will have instant access to the caller’s name, company and previous contact information.
Sales
What if I have local and toll free numbers listed on my website?
If you have both local and toll free numbers on your website, we will replace these numbers with another local and toll free number.
Can I integrate RingDNA with my Salesforce.com account?
Yes. RingDNA and the Salesforce CRM were made for each other.
Can I have more than one number displayed on my site?
You can display as many numbers per site as you like. Just be careful to associate them with specific products or conversion types using the Campaign label so that you can track appropriate performance metrics.
What kind of information will I see when a call comes in?
Our Advanced Caller ID offers agents a birds-eye-view on a new or existing lead. Basic information includes the caller’s geographic information, where the call originated (a specific ad or marketing collateral, for example) and, when applicable, a call script related to the keyword or source.
If an existing contact in your Salesforce.com account makes a call, all relevant information – from the caller’s name, company information and previous contact records – will be imported into the Advanced Caller ID, immediately accessible to you.
Marketing
Can RingDNA track social media marketing sources?
Yes. For numbers listed on static social media pages (e.g. Twitter.com/YourTwitterPage), simply track by associating a RingDNA phone number with a specific URL, just as you would with any normal web page. This method will work with Facebook, Twitter, YouTube, LinkedIn and more. The method for tracking social media ads is similar. Simply assign a RingDNA phone number and associate it with a social media ad of your choosing.
What sorts of information can RingDNA report on?
A cornucopia of reports can be extracted from RingDNA. The most popular reports for marketers include revenue per ad channel, revene per ad campaign and revenue per keyword. Sales professionals often prefer individual productivity reports, such as the most productive geolocations, the number of calls taken by individual sales reps or departments, and average wait time.
Does RingDNA integrate with my Google Analytics account?
Absolutely. RingDNA uses Google Analytics API, making it easy for you to view things like referring call metrics from organic search channels. RingDNA uses the Google Analytics API and Salesforce CRM at the same time, making it possible to tell you things like how much revenue your company made from specific keywords.
Does RingDNA integrate with Google Adwords?
Yes. We offer truly easy integration with Google AdWords. RingDNA makes it a breeze to measure the offline impact of your AdWords engagements.
I want to use RingDNA with Google AdWords. How granular can I get?
Very granular! At the highest level, you can use a single number to track calls coming in from all your AdWords activity. You can also track individual campaigns, ad groups or keywords by using more phone numbers. Tracking at the keyword-level gives you insight into how a specific keyword is performing in that specific channel, and also allows you to adjust all your marketing strategies based on that keyword’s performance.
Customer Service
Can I monitor phone calls in real time?
Absolutely. Call center reps can use our incredible caller ID in a web browser or iPad. Call center supervisors can log into a virtual call center using an iPad at any time, monitoring data such as average wait time and active calls. A supervisor can monitor a call at any time with a touch of a button.
How can RingDNA help me identify the strengths/weaknesses of my call center or agents?
RingDNA allows you to monitor the performance of entire offices down to individual agents. These performance metrics include the number of calls received, average call time, average hold time and even the revenue generated from each call.
How can I respond quickly to agents who are having issues with their call?
Both our online and mobile applications allow agents to alert their supervisors with the click of a button. Supervisors are instantly notified when an alert is issued and can quickly address the problem by placing the call on hold and speaking to the agent, or directly joining the conversation via our conference function.
RingDNA and Salesforce CRM
