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TrapCall For iOS 8 & A Reminder To Reactivate TrapCall On Your New iPhone

Apple’s iOS 8 update is here! They’re touting it as “The biggest iOS release ever” and we’re definitely excited to take advantage of all the new developer features it has to offer.

If you’re upgrading to one of the new iPhone 6 models, or just updating your current iPhone to iOS 8, the TrapCall app will be there once you restore from iCloud. However, it is important to note that you should reprogram your phone to ensure that all blocked “No Caller ID” calls you receive are forwarding to us to unmask and show you who’s calling.

Why do you need to reactivate? TrapCall uses a feature provided by your carrier called Conditional Call Forwarding. These settings are typically stored in the temporary memory on most phones. When installing a software update as significant as iOS 8, these settings are sometimes reset.

It’s quick and easy to reprogram, though! Just search for “TrapCall Setup” in your Phone or the Contacts app and tap the “Enable” field. This will either bring up a confirmation screen or initiate a call that will beep and hang up. Please be advised that everyone will have a different programming code, depending on your carrier and your location.

If you don’t have “TrapCall Setup” saved as a contact on your phone, simply follow the activation instructions on our website at trapcall.com/activation. (You will be asked to log in to your account, if you are not currently logged in, when visiting that link)

As always, if you need any assistance feel free to contact us. We’re just an email away at support@trapcall.com, a phone call away at 1-866-967-6595, or you can reach us instantly via LiveChat at trapcall.com/help during business hours.

Working For The Greater Good

Whether you’re watching the local news or reading app reviews, you may notice that sometimes the bad is more vocal than the good. TrapCall has been helping people unmask blocked calls and gain peace of mind since 2009. Lending our services to The Center for Search and Investigation (CFSI) for missing children is confirmation that what we do really makes a difference. Over the last year, CFSI has helped locate more than 200 missing children and get them back to their families. It warms our hearts to know that TrapCall was a tool in assisting their investigations and impacting so many lives.

A testimonial sent in by Chuck Foreman, Founder & CEO of CFSI International, was shared around the office and brought a smile to each and every employee. We’d like to share the testimonial in hopes of raising awareness of CFSI’s cause and the growing epidemic of missing children and human trafficking.

As a long time subscriber of TrapCall and a Private Investigator, I have to say that the services provided by the company are priceless to an investigation. Blocked calls are easily unmasked, conversations can be recorded with ease, and the guesswork is instantly removed. As the CEO & Founder of the Center for Search & Investigations for Missing Children, I want to say thank you to TrapCall for the complimentary services they provide to our missing child cases. It serves to put a parent’s mind at ease and can prove critical to getting a missing child “Found Safe.” The TrapCall service is a huge tool in the toolbox that I recommend to all Private Investigators as well as to members of the public who wish to stop unknown or harassing phone calls.” – Chuck Foreman, CFSI International

Those of us at TrapCall are honored to know our product is being used to help people all across the country in different ways. How did TrapCall help you? Share your story by emailing us at testimonials@trapcall.com

A Note About iOS 7′s “No Caller ID” Calls

If you’re one of the 80% of iPhone users who are now using iOS 7, you may have noticed a big change with the way incoming “Blocked” and “Restricted” calls are now displayed on your phone. For some unknown reason, Apple has decided to change the wording on the screen when you receive a “Blocked” call from simply “Blocked” to “No Caller ID.”

Why the heck would Apple go and mess with such a simple thing in iOS 7, that was perfectly clear previously, and make it more confusing? Your guess is as good as ours.

The good news is that TrapCall can still unmask and block “No Caller ID” calls on iOS 7. We noticed some users were initially confused by this, but for TrapCall on iOS 7, it’s business as usual. These calls do still technically have Caller ID associated with them, the number is just withheld from being displayed, meaning Apple’s choice of words is just misleading. This minor change has left us scratching our heads, but we’ll do our best to update our site to re-enforce that TrapCall can reveal the number behind “Blocked” calls and “No Caller ID” calls.

Block No Caller ID iPhone calls with TrapCall

Note: iOS 7′s built-in call blocking doesn’t replace TrapCall, it actually complements it! When you install the TrapCall app on your iPhone, a contact is created on your phone called “TrapCall Blacklist”. By simply adding the TrapCall Blacklist contact to your iOS call blocking settings, the callers on your TrapCall blacklist will NEVER ring to your phone! Our app syncs with your “TrapCall Blacklist” contact upon logging in so it’s always up to date. Try it out, we really think it works great alongside this new feature from Apple!

An Inside Look At TrapCall’s Customer Service Obsession

You may not be aware that we at TelTech (TrapCall’s parent company) are customer service fanatics and pride ourselves on offering great customer service and technical support. Not only do we strive to build exceptional products, but we also strive to provide exceptional customer service across all our products. We’ve been working extremely hard behind the scenes for the last 18 months to scale up our brilliant customer support staff, and, in the name of transparency, we’d like to share some of our metrics and our progress with you.

Customer Satisfaction Rating
We use brief follow up satisfaction surveys for all support tickets to gauge the quality of our customer service interactions with users. Over the past 18 months our satisfaction rate has gone from 79% to 84%. While anything less than 100% satisfaction should mean we still have work to do, we have a few reasons to be excited about our progress.

Since our first satisfaction measurement 18 months ago, we’ve actually added another major product to our product portfolio. So while our satisfaction rating may have only increased 6%, it improved while supporting three products rather than just two. But more importantly, we’d argue that every mainstream product has a ceiling that it’s going to hit in terms of its satisfaction numbers. There’s always going to be someone who doesn’t like receiving bad news. Because of the nature of TrapCall, for example, a 100% satisfaction rate is unlikely to ever be achievable due to the fact that not all carriers or countries support TrapCall. In fact, the same really applies to all of our products. We can’t blame people for being upset by that. It would, however, be unfair for us to skew our results and not send each and every support ticket a satisfaction survey, even when we know a compatibility issue may result in a poor rating.

We believe that with TrapCall there’s likely 5-7% of people that will always rate our support poorly because of technical incompatibilities such as this. This means we do still have some improvements to make to reach that top 93%-95% satisfaction range, but we’re proud of our improvements thus far.

Average First Response Time
When studying our Zendesk reports, we noticed a strong correlation between the time it takes to get back to a user and their satisfaction rating. In response, we put a heavy focus on doing what was necessary to speed up our average first response time to less than one business day. We started by hiring more support staff and providing higher quality training. Then, not only did we extend our live customer support hours from 5pm EST to 8pm EST, but we also added (unofficial) Saturday and Sunday support. This way, any users that contacted us with questions on Friday night or Saturday morning, wouldn’t have to wait all the way until Monday to receive help. The results were shocking: our average first response time dropped from 34.5 hours to just 4.3 hours! We’re extremely proud of this improvement and Zendesk even shows us that this far exceeds our industry’s average. We’ve also recently extended our support hours once again, to midnight EST on weekdays, in an effort to provide even speedier customer service. So far the response has been phenomenal, with users at 11pm being excited that they’re able to speak to a real person, or receive a prompt email response, so late at night.

Overall Support Requests
It’s also important for us to look at high level numbers such as our overall number of support requests across all our products within the company. When we first started tracking these metrics, that number was 53,496 support requests per quarter, while supporting two products. Now that number is just 31,537 support requests per quarter, while supporting three products, with that number trending down below 10,000 per month. That’s a 41% improvement. To achieve this, we spent considerable time making user experience improvements to all our products to try to cut issues off at the source. For TrapCall, this translates to a better sign up process and a better activation process for all our users.

We’re thankful for all the hard working staff we have here at TelTech that helped make these improvements possible. We’ll be tracking these numbers closely and plan to be as transparent as possible and release updates about our progress here on our blog at least once a year. A yearly state of the union, if you will, to keep us accountable to you, our valued users. TrapCall and TelTech wouldn’t be possible if it wasn’t for your support, so the least we can do is show our true appreciation by being there for you, with world-class support, when you need us most.

Tip Tuesday Videos: “What Can I Do If I Want The TrapCall App On My iPhone” & “Auto-Rejecting Blocked Calls and Blacklisting SMS On Android”

Lately we’ve been having a blast putting together weekly “TrapCall Tip Tuesday” videos for our social media followers, where we try to give you some tips for TrapCall. In case you’re not following us on YouTube, Facebook, or Twitter, we thought we’d also share some of our favorite Tip Tuesday videos with you here on our blog.

If you have a question or want to see something covered in one of our TrapCall Tip Tuesday videos, don’t hesitate to drop Matt, our social media manager, a line on Facebook or Twitter!

No iPhone App? No Problem! TrapCall’s Awesome New Mobile Website Is Now Live

Today we’re proud to announce that we’re launching our killer new mobile website that’s fully optimized for the iPhone. No longer are our iOS users at the mercy of Apple. The frustration of not having a mobile app for TrapCall is finally over. Our new mobile site isn’t a crippled web version riddled with compromise. This is everything previously found in our banned iPhone app — and more!

Our new mobile site gives users easy access to their call logs, blacklist, voicemail, voicemail transcriptions, Caller ID name and address data, and important account settings.

Remember, TrapCall works on ANY phone and NO APP IS NEEDED to use TrapCall. We’re confident that our new mobile website is exactly what users have been requesting and everyone will want to use this site…even Android users! We also make it easy for iPhone users to save the site to their home screen, making it look and feel just like a native app.

TrapCall’s new mobile site is available at m.trapcall.com from any phone or tablet.

Dude, Where’s My iPhone App? The Latest Update On TrapCall And The Apple App Store

As a TrapCall user you have a right to know what’s going on with TrapCall and why we’re no longer available in the iPhone App Store. Until now, we’ve kept fairly quiet about the app’s status, while crossing our fingers and submitting six subsequent updates to Apple in an attempt to resolve any concerns they have over our app. We’ve spoken to the developer relations people at Apple numerous times now. We believe we’ve followed through with every “suggestion” they’ve made. Yet, we still have not been able to get TrapCall re-approved for the App Store, even though TrapCall remains 100% legal.

At this point, it’s hard for us to decipher what’s really going on with the TrapCall app within Apple. We get the impression that Apple just doesn’t appreciate or understand TrapCall and the benefit we provide to our users, law enforcement, and even the US mobile carriers. TrapCall is more than a tool. To some, it’s peace of  mind and security. Let’s elaborate that to Apple!

We think our best chance of getting back in the App Store relies on YOU. User feedback matters to Apple, so let your voice be heard by signing our online petition at Change.org. Your signatures and comments will be sent directly to the folks at Apple for review, once we reach our signature goal.

We’re 100% confident that TrapCall is an invaluable privacy and security tool that not only deserves to be in the App Store, but deserves to win Apple’s respect for the positive impact it has on peoples lives. We just need your help opening Apple’s eyes to this fact.

If you’re interested in the details, here’s a complete rundown of TrapCall’s history with Apple, so you can better understand what we’ve been dealing with.

  • March 2010: Development of our TrapCall iOS app officially begins.
  • August 31, 2010: TrapCall is submitted to the Apple App Store. We pop champagne. We end up hearing nothing for over 3 months.
  • December 8, 2010: We finally receive a callback from Apple’s developer relations, telling us their legal team requests more information about TrapCall and how the service operates legally.
  • December 15, 2010: Our legal counsel sends the requested information to Apple’s legal team. We hear nothing for another 3 months.
  • March 19, 2011: Out of nowhere, we receive an email that TrapCall has finally been approved for the App Store.
  • March 31, 2011: TrapCall’s iOS app launches in the US App Store.
  • January 5, 2012: TrapCall launches in Canada and we add the app to the Canadian App Store.
  • February 15, 2012: We receive a call from Apple’s developer relations letting us know of updates we need to make to the TrapCall app and also that their legal team is now re-examining TrapCall. We immediately update the app, submit the update, and remove TrapCall from the Canadian App Store.
  • April 2, 2012: Apple pulls TrapCall from the App Store.
  • May 30, 2012: Rejected – Apps must comply with all legal requirements in any location where they are made available to users.
  • July 10, 2012: Rejected — The app misleads users to think that it can block unwanted calls.
  • July 31, 2012: Rejected — The app claims to “trick” and stop unwanted incoming calls. This functionality is not appropriate for the App Store.
  • August 13, 2012: Rejected — The app misleads users to think that it can block incoming phone calls.
  • August 28, 2012: Rejected — The app misleads users to think that it can block incoming phone calls.
  • September 8, 2012: Rejected — We found that your app contains content – or facilitates, enables, or encourages an activity – that is not legal in all the locations in which the app is available and could be misleading to users, which is not in compliance with the App Store Review Guidelines.

Even after all this, the good news is that we’re not giving up. Ever. We’ll continue to do everything we can to bring TrapCall back to the App Store, because we truly believe TrapCall is something every iPhone user should have the right to have access to.

Keep TrapCall On Your iPhone Forever; How To Backup TrapCall’s iPhone App To Your Computer

So you’ve been a TrapCall customer for some time now and you managed to download the TrapCall iPhone app from the App Store before it was removed by Apple. You’re probably wondering “how can I keep the app on my phone when I upgrade to a new iPhone in the future?” It’s a very common question we’ve been getting, along with “how can I restore TrapCall’s app once it’s backed up to my iTunes?” If you’re already backing up your iPhone to your computer, you should be good to go. If not, or if you now use iCloud to backup your iPhone, this blog post is for you!

We’re here today to tell you that it’s incredibly easy to backup your TrapCall app to iTunes on your computer, so even if you get a new iPhone in the future, you can always keep the TrapCall app installed on your phone! All you need to do is plug in your iPhone to your computer, open iTunes, right click on your iPhone in the left-hand side menu, as seen in the image above, and click Transfer Purchases.

This will backup TrapCall’s iPhone app to iTunes on your computer, where it can easily be restored in the future. If you’re a TrapCall subscriber, we strongly recommend you following these steps to make sure that you can install TrapCall on your shiny new iPhone 5 when it’s released, or if anything happens to your current iPhone.

Oh yeah, looking to save your voicemails before signing up? Check out our partners www.voicemailsforever.com.

How To Restore TrapCall From iTunes To Your iPhone, In 4 Easy Steps

Lately we’ve been getting a lot of questions from iPhone users on how they can restore TrapCall to their new iPhone, now that the TrapCall app is temporarily unavailable from the App Store. There’s good news! If you backup your iPhone to iTunes, it’s really simple.

Step 1: Once your iPhone is plugged in to your computer, select your iPhone from the list on the left hand side of iTunes.

Step 2: Click the “Apps” button at the top of the main iTunes window to bring up the list of apps available in your iTunes library.

Step 3: Scroll down until you find TrapCall in the list of apps. Once you’ve found it, check the box to add it to your iPhone.

Step 4: Click the “Apply” button in the bottom right hand corner of iTunes to apply the changes and, voila, the TrapCall app will be on your iPhone!

Note: If you only backup your iPhone through iCloud, you won’t be able to restore TrapCall.

TrapCall Is Dropping Support For Canadian Carriers

It pains us to write to you today to let you know that, unfortunately, TrapCall is discontinuing its Canadian support. While demand for TrapCall in Canada was never as high as the demand we see here in the US, this had little to do with our decision, which overwhelmingly had to do with the Canadian carriers and the Canadian Radio Television and Telecommunications Commission (CRTC).

In Canada, it was made clear early on that TrapCall was not welcomed, even though we were operating legally under the same laws that enable us to operate in the U.S., where we’re embraced by people, and also by the carriers. Carriers in the U.S. go so far as to refer their customers to TrapCall when they’re having problems with harassing calls or cyber stalking. Carriers in Canada, on the other hand, would rather protect the identity of their customers who place harassing blocked calls and stalk others over the phone. They’d rather try to stifle innovation, keep their prices high, and their features minimal, than to give their customers what they really want.

It was a hard decision, but we’ve decided to pull the plug on Canada today. To everyone in Canada, we’re sorry we can no longer offer TrapCall for your carriers. We’re also sorry that you don’t have a more competitive, innovative and embracing, wireless market. If you’re upset, we ask you to make your opinion known and contact your carrier and the CRTC. We’d also like to say thank you to all the U.S. carriers for allowing us to work together peacefully.

If you’re having problems with blocked calls, and you’re in Canada, still feel free to reach out to us for advice. It’s the least we can do.