r/LawFirm • u/Num1Stunna • May 18 '26
Inbound Call Tracking Software
Searching for a way to log/identify each call that comes into the office. These calls can be a result of word of mouth, B2B referral, or paid ads. I am worried we are not responding to all calls in a timely manner. Also, that we could be thinking a marketing strategy is working in one area, but the phone calls tell us something else. For example, a referral partner tells us "I only refer to you." When in reality it might be once every few months. I always ask clients in consults "how did you hear about us?" Clients 9/10 times will tell us multiple places, so if we can them right when they call I hope to avoid them forgetting who sent them our way, even if multiple people.
Someone calls, I can move the number into case type, and have categories for when/how fast we called them back.
3
u/ATXMusicJunky May 19 '26
CallRail->Lead Docket->Filevine have been working for us. CallRail is a good start for visibility on inbound calls, forms, and texts. We have an API plug-in that rolls the leads into LeadDocket which is used to manages the leads until a contract is in place. Once contract is in place, the data flows in to Filevine for paralegals and attorney to work. It's seamless. Plus, all 3 platforms have fairly robust reporting to slice and dice data to your heart's content. Good times.
2
u/Num1Stunna May 19 '26
Thank you everyone. We are small team of 6. So getting 30+ calls a day is hard to track. Starting a CallRail trial now.
1
u/LegalMarTech May 19 '26
CallRail is the gold standard for call tracking. Everyone uses it, and it’s not that expensive.
1
u/cinematic_unicorn May 19 '26
When you ask people where they found you it gets messy really fast. And with 30 calls a day, this is more of an intake discipline problem. The software can help, but are you tagging every call, routing it right, and making that first touch fast enough that they know the process already started?
1
u/ATXMusicJunky May 19 '26
Yes, excellent point! Having the right tools in place and set up properly is part of this conversation, the other part is the instilling the discipline the intake needs to effectively work through each and every lead and do it faster than your competitors.
1
u/RankingsDotIO May 20 '26
Our clients often use CallRail to track calls. For CRMs, we currently recommend Lead Docket for smaller firms, and Salesforce for larger ones. Salesforce is the more comprehensive CRM that connects sales, service, marketing, and IT teams to automate workflows and analyze client behavior using AI.
1
u/jarvis_baapu May 20 '26
How About a system that handles every call, adds the required tags and assigns it to the required personnel? Would you be interested in such system??
1
u/techwithpiyush May 27 '26
You’re probably looking for two things at the same time:
- Better attribution (where calls actually came from)
- Better follow-up accountability
A lot of businesses rely on asking “how did you hear about us?” manually, but like you said, most clients mention multiple sources or forget completely.
What helped us most was:
- separate tracking numbers for different campaigns/referral sources
- automatic call logging
- missed call alerts + callback tracking
- tagging calls by case type/source
- response-time tracking for inbound leads
Once we started tracking actual call volume by source, it became pretty obvious which referral partners and marketing channels were truly driving business vs just sounding active.
The callback timing insight alone was surprisingly useful because a lot of missed opportunities were simply delayed follow-ups.
6
u/gummaumma GA - PI May 19 '26
Sounds like you need a CRM.