In order for you to get the most out of Calls, it is important to decide how you want to use it.

We have identified four basic needs that are covered by logging calls in Calls:

• See number of calls: Keep track of the number of calls that the customer service team handle.
• See what the conversations are about: Use tags to find out what the incoming calls are about.
• Compare different channels: Compare how many errands come into different channels. Use the same tag structure in all channels to compare the type of errands that come in to them. Follow what the effect will be when you try to redirect cases between the channels.
• Follow up and escalation: Take control of the errands that come in by phone. Replace post-its and manual management with Kundo's collaboration and follow-up features. Use the same approach to handle errands, whether they come in by email, phone, forum or chat.

Choose a strategy and stick with it

• Do you want to understand what type of calls come through the phone? You can find out how many and what type of calls customer service handles. This can generate valuable insights both to improve how you work and for your channel strategy.
• Do you want to streamline the handling errands in customer service? Get rid of post-it notes and manual processes and ensure that errands are handled in the same way, regardless of whether they are sent by e-mail or received by telephone.
• Do you want to see what effect the marketing of your forum or making changes to your self service material, for example in a knowledge bank, has on the number and type of calls? Maybe you can reduce the number of incoming calls?

Depending on the effect you want to get from using Calls, you need to decide which of the following strategies to choose:

• Log all incoming calls -This is needed if you want to compare the types of calls you receive over time and compare to other channels.
• Log all incoming calls of a certain type - This is useful if you want to get a better understanding of specific type of calls and try to reduce the number of conversations on specific topics.
• Log only calls that need further processing. This allows you to handle errands that you receive by phone in an efficient way and streamline it with the help of Kundo's powerful functions for cooperation and follow-up.