Learn how to find insights from your Call Analytics
Shopgenie Phones automatically reads appointment and repair order data from your Shop Management system, and combines it with your call data to give you unprecedented insights into your marketing and advisor effectiveness.
When a call comes in, we will wait up to 24 hours to see if an appointment comes in under that same customer phone number. If an appointment is created, we will link the appointment to that call. You'll see this represented with a checkbox under "Appt Created".
Of course, booking appointments is only half of the equation. We also care about those appointments turning into Repair Orders and revenue.
The way we attribute repair orders back to calls depends on your Shop Management System.
- For Tekmetric shops: There are two ways that repair orders can be attributed to calls. The first is if a repair order is created under the same phone number within 48 hours of the call happening. Secondly is through repair order linking. If a repair order is created and linked to an appointment that’s already tied to a call, that repair order will also be attributed to the same call - regardless of when it happens. Whether the repair order is created the next day or a year later, as long as it’s connected to the appointment attributed to the call, it will be tied back to that call. From your Tekmetric calendar, you can easily check if an RO is linked to an appointment:
- For non-Tekmetric shops: We will check to see if a repair order has been created within 48 hours of the call. The repair order must be created under the same customer/phone number as the call that happened.
Finally, after the appointment is linked to a Repair Order that gets posted/closed, we will attribute the revenue from that Repair Order to that call. This, of course, all happens in your shop management system.
You'll see this reflected in the "Call Analytics" tab of Shopgenie Phones:
- "Conversion" represents the % of phone calls that resulted in an appointment
- "Revenue" represents the $$$ in posted/closed RO's that came from calls to that specific tracking number.
🚨TIP: Try clicking on the row headers in Call Analytics to sort by a metric!
You can utilize this to tell which of your tracking numbers are driving the most revenue, and highest quality calls.
For any questions, reach out to our in-app helpdesk or email support@shopgenie.io!