Animal Welfare Professionals

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  • 1.  Software for phone/call center to track customer calls

    Posted 08-15-2022 01:51 PM
    We're looking for software that will work with our VOIP phone system to record call data automatically and allow us to add conversation notes, see past calls from that number, categorize, track, etc. Does anyone have this kind of system implemented?

    We take calls in different departments: our main line guest services team, our admissions team, our veterinary services team, and our adoption team (among others). Each of these different departments has its own call logs, and we've run into lots of repeat conversations or lots of detective work to see who spoke to who when, since we can't see past conversations if the customer ends up talking to a different person or department at different times. 

    Any recommendations would be wonderful! Thanks!
    #AdmissionsandIntake(includingIntake-to-placement)
    #AdoptionsandAdoptionPrograms
    #CaseManagement*
    #DataandTechnology
    #EducationandTraining
    #OrganizationalManagement
    #RemoteCustomerService*

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    Adrienne McHargue, she/her
    VP & COO
    Lollypop Farm, Humane Society of Greater Rochester
    Fairport, NY
    www.lollypop.org
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  • 2.  RE: Software for phone/call center to track customer calls

    Posted 08-15-2022 02:31 PM
    FOLLOWING!!! Thanks for bringing this up!

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    Megan Gram
    Executive Director
    Saving Grace Pet Adoption Center
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  • 3.  RE: Software for phone/call center to track customer calls

    Posted 08-15-2022 03:02 PM
    Adrienne,

     Here are a few places that you could try.  I am not sure if these will work for you but it's a start. 

    GetVOIP Best Call Center Software of 2022

    DialPad.com

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    Marissa Reid
    Assistant Practice Manager
    Blue Pearl Specialty and Emergency Pet Hospital

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    Access To Care Specialist
    Clinic Management Specialist
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  • 4.  RE: Software for phone/call center to track customer calls

    Posted 08-16-2022 01:27 PM
    Thanks, Marissa! Do you have experience with either of these?

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    Adrienne McHargue, she/her
    VP & COO
    Lollypop Farm, Humane Society of Greater Rochester
    Fairport, NY
    www.lollypop.org
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  • 5.  RE: Software for phone/call center to track customer calls

    Posted 29 days ago
    Being a communications specialist,  putting together a system that integrates calls, emails, faxes, and texts into one thread attached to a contact used to be very easy. Microsoft Outlook and Act! were 2 such systems. But the big issue is that the VOIP provider has to have software that is programmed to interface with your office system as a plug in. Not having this ability ruins your ability to track communications with any client

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    Richard Meyers
    President
    SchnauzerLife
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  • 6.  RE: Software for phone/call center to track customer calls

    Posted 08-16-2022 12:29 PM
    The best software that has a plethora of modules integrating invoicing, customer relationship, contacts, meetings. Accounting... is Zoho. It has web based, as well as mobile apps for interfaces. We've been using it for years. 
    https://www.zoho.com/crm/what-is-zoho-crm.html

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    Richard Meyers
    President
    SchnauzerLife
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  • 7.  RE: Software for phone/call center to track customer calls

    Posted 08-16-2022 01:26 PM
    Thanks for the recommendation, Richard!

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    Adrienne McHargue, she/her
    VP & COO
    Lollypop Farm, Humane Society of Greater Rochester
    Fairport, NY
    www.lollypop.org
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  • 8.  RE: Software for phone/call center to track customer calls

    Posted 08-24-2022 10:02 AM
    Hi Richard,  just stumbled across this convo and we definitely need something too.  I am looking at the Zoho site and I am concerned about the pricing.  We would have upwards of 25-30 volunteers/staff that which would make it prohibitive for us based on the pricing on their website.  Maybe I am not understand the pricing structure?  How many users do you have on the system?

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    joy smith
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  • 9.  RE: Software for phone/call center to track customer calls

    Posted 08-24-2022 01:14 PM
    The beauty about ZOHO is the modular design. You don't pay for what you do not need, and each item/module works seamlessly together. Each organization has different needs and budgets, so this is a nice package. Plus, you truly do not have to wonder how the information in one software application will talk to/ reference information in another. 

    You can direct mail me and I'll get an idea of what you need, and then twist some arms (if necessary) to get you into a solution that fits your organization. 




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    Richard Meyers
    President
    SchnauzerLife
    Richard@schnauzerlife.com
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