Keep the call
Inbound, outbound and missed calls can be logged against the right customer or contact.
Calls and conversations
Customers don’t talk in CRM fields.
A ten-minute phone call can include a complaint, a buying signal, a delivery problem, a promise and three things someone needs to follow up. That’s hard to squeeze into a note box.
Tall Emu can keep the call with the customer, transcribe it, summarise it and help turn what was agreed into follow-up. And because the call sits alongside emails, meetings, notes, quotes, orders, jobs and tickets, the next person doesn’t have to ask around to find out what happened.
Talk to the customer. Tall Emu can take the notes.
Tall Emu Works With
Loved by Australian and New Zealand customers
Stop typing notes while you’re trying to listen
It’s hard to have a decent conversation when you’re busy typing into CRM. With a connected phone system, Tall Emu can keep the call record, recording, transcript and AI summary against the customer automatically. So you can actually listen to the person you’re talking to.
Skim the summary
Need the gist? Read the summary instead of listening to the whole call again.
Don’t forget the follow-up
If you agreed to call back Friday, send a quote or check something with the warehouse, that shouldn’t rely on someone remembering to type a task afterwards. Tall Emu can use the call to help create the follow-up.
Know who’s calling before you answer
When the phone rings, Tall Emu can identify the caller and bring up the customer. You can see who they are and what’s been happening before you start talking. No searching while they’re waiting. No asking them to explain something they told someone else yesterday.
You can also call from Tall Emu instead of jumping between systems and dialling the number again.
The call doesn’t disappear when you hang up
A useful customer history is more than quotes, orders and a few notes. Tall Emu can keep the conversation with the rest of the relationship:
- Phone calls
- Emails
- Meetings and meeting summaries
- Notes
- SMS messages
- Tasks
- Opportunities
- Quotes and orders
- Jobs and assets
- Support tickets
So when someone else deals with that customer next week, they can see what happened. They can read the one-line summary first. If they need more, the transcript and recording are still there.
Need to know what was actually said? Go back to the call.
People remember conversations differently. Notes miss things. And sometimes it really matters whether someone said Tuesday or Thursday.
If the call’s been recorded and kept against the customer, you can go back and check. That helps when you need to know:
- What was promised
- What the customer asked for
- What price or delivery timing was discussed
- What happened in a complaint
- What the technical requirement actually was
- Why a decision was made
- What everyone agreed would happen next
You don’t have to settle it by comparing two people’s memories of a call from three months ago.
See what people are talking about without listening to every call
A business owner doesn’t want to spend half the day listening to recordings. A one-line summary changes that. You can skim a call list and get a pretty good feel for what’s going on:
TimeCustomerOne-line summary
9:12ABC SuppliesAsked about backorder timing; waiting on ETA before confirming order
9:34Jones EngineeringReady to go once revised freight price is supplied
10:02Smith & CoPortal login problem fixed during the call
10:41XYZ ProductsAsked whether serial numbers are sent to MYOB
11:05AcmeHappy with the install; interested in a second location
That’s a lot more useful than 42 calls today. Now you can ask: what are customers actually talking to us about?
One call helps the next person. A lot of calls can help the whole business.
A single summary saves someone reading a transcript or listening to a recording. But once you’ve got months of calls, emails, meetings and customer history, you’ve also got something else: a very useful picture of what customers are saying to your business. You can start looking for things like:
- What do customers keep asking us?
- What keeps confusing people?
- What objections keep coming up in sales calls?
- What are customers asking us to improve?
- Are the same problems coming up again and again?
- What have we promised people?
- Who sounds unhappy?
- What should we explain better?
- What needs following up?
The structured CRM data tells you what happened.
The conversations often tell you why.
We used our own calls to build this website
We didn’t want to rebuild our website around what we thought customers wanted to know. So we looked at what they were actually asking us.
We used our own call records and summaries, along with meetings, notes and other CRM history, to find the questions that kept coming up, the things people found confusing and the business problems they were trying to solve. Then we used that to help decide what this website needed to explain.
Our customer conversations became useful business data.
That’s really the point of this feature.
Phone is only one part of the story
The phone system gets the call into Tall Emu. But customers don’t only call. They email. You meet with them. Someone writes a note. They raise a ticket. They talk about a quote, an order, a job or a piece of equipment. Those shouldn’t feel like unrelated bits of information scattered across the business.
A call about a quote
belongs with the quote.
A complaint
belongs with the customer and the ticket.
A discussion about an installation
belongs with the job and equipment history.
An email, a meeting and a phone call are all part of the same relationship.
Supported phone systems
Tall Emu supports CTI integrations with business phone platforms including MaxoTel and Access4.
See phone system integration → · Tall Emu + MaxoTel · Tall Emu + Access4
Your phone provider may charge separately for phone service, recording or other features.
Common questions
Questions about calls and conversations
Does Tall Emu automatically log phone calls?
With a supported phone integration, inbound, outbound and missed calls can be logged against the right customer or contact.
Can Tall Emu record and transcribe calls?
Where the connected phone service provides call recording, Tall Emu can keep the recording with the customer and create a transcript and AI summary.
Do I have to listen to the whole call again?
No. You can read the summary first. If you need the detail, you can go to the transcript or recording.
Can Tall Emu create follow-up from a call?
Tall Emu can use the conversation to help create follow-up tasks and reminders, so agreed actions don’t rely on someone retyping their notes afterwards.
Can a manager see what customers are talking about?
Yes. Short call summaries make it much easier to skim a list of calls and see what customers are actually asking about or discussing.
Are calls kept with emails and meetings?
Yes. Calls are part of the customer activity history alongside emails, meetings, notes, tasks and the operational records around that customer.
Can I go back to an old conversation?
If the recording and transcript have been kept, you can go back later and check what was actually discussed or agreed.
Australian company. Australian team. Local support.
Tall Emu is built and supported in Australia, with help available from 9am to 5pm Sydney time.
MYOB or Xero stays as your accounts. Tall Emu handles the leads, quotes, orders, stock, warehouse and customer work around it. Tall Emu and MYOB · Tall Emu and Xero
Keep the conversation. Keep the context.
Take fewer notes. Give the next person the history. Go back to the detail when you need it. And use the conversations your business is already having instead of letting them disappear when someone hangs up.
Prefer to talk? Call 02 9299 9959 or talk to a real person.