FOR THE CSR
Call Capture
Post-call notes and tasks, written automatically.
The two minutes spent after every call updating records and logging tasks are already done before the representative hangs up. The notes are written, the record is tagged, and the follow-up task is queued with the right due date.
- Time back
- 2 min
- per call
- Cost
- 6¢
- 12 Rivets per call
How it works.
4 steps, and your team only touches the ones that need a person.
- 1.
The call is analyzed
When a call ends, Call Capture reviews the conversation to understand what was discussed, what was promised, and what needs to happen next.
- 2.
Notes are written
The relevant details from the conversation are written as structured notes against the customer, location, and job records.
- 3.
Records are tagged
Call Capture applies the configured tags to the right records automatically, with no manual categorization needed.
- 4.
Follow-up tasks are logged
Any action items surfaced in the call are created as tasks for the representative, already tied to the right record and due within the configured timeframe.
Try it.
A small working model of Call Capture. Nothing here touches a real customer.
Hang up a customer call and watch the note, tags and follow-up task write themselves from the conversation.
A day for the CSR.
- 8:00 AM
First hour of calls. Between each one the representative writes notes, tags the record, and creates any follow-up tasks before the next call rings.
- 10:30 AM
Call volume picks up. Post-call documentation starts slipping. Notes get written from memory, and some calls get no tags at all.
- 1:00 PM
End-of-morning backlog. Four calls still need notes. The representative works through them between incoming calls.
- 4:30 PM
Three follow-up tasks that should have been created at call close were not. Caught in the end-of-day review, and two are already overdue.
- 8:00 AM
First call ends. The notes are already written to the record, the tags applied, and a follow-up task created with the right due date. The representative moves to the next call.
- 10:30 AM
Call volume picks up. The documentation keeps pace on its own. Every call closes clean.
- 1:00 PM
No backlog. Every record current. The representative works the afternoon queue without clearing a morning backlog first.
- 4:30 PM
End of day. Every follow-up task was created at call close. Nothing missed, nothing to catch up on.
What it won't do.
So nobody's surprised later.
- Creates and assigns follow-up tasks but does not complete them; the representative works them.
- Reviews calls after they end, not live during the conversation.
- Does not score or evaluate representative performance from call content.
- Sends no outbound communication to the customer based on what was said on the call.
- About 220,000 calls a month analyzed across 31 shops
- 139 shops use Graphite Lab tools
- 108 ServiceTitan data types synced, including for multi-location operators
- 66 to 93 mobile PageSpeed, from a contractor's old site to the preview we built in under 10 days
Let’s talk about your shop.
No slide deck. Tell us how your team runs today and we'll show you what we'd build first. If it's a fit, we send you a quote.
