As you attract calls from multiple traffic sources (web, mobile, TV, and print), you need to know where they are coming from and how many of them converted. Understanding the customer journey means making improvements in everything from lead generation to sales to retention, and nothing analyzes the caller journey better than call tracking software.
Whether you’re generating calls for internal departments or advertisers, Phonexa’s call tracking software, Call Logic, will increase your results exponentially by optimizing the customer journey at every touch point. You’ll know which ads trigger how many calls, which keywords are most effective, which landing pages and campaigns generate the highest ROI, and the most compelling marketing data. Used in conjunction with Phonexa’s LMS Sync product, the call tracking software creates a unique lead management system that tracks, distributes and analyzes every click and every call.
Read on to learn how call tracking can grow your business.
What is call tracking?
Call tracking software collects information about the caller through the script embedded in a website or other traffic source. The amount of traceable data is highly dependent on the privacy of the caller. For example, some callers may refuse to share personal data, provide false data, or use a VPN to hide their location.
In most cases, call tracking software collects:
- Demographics of the caller – location, age, gender, employment, education, etc.
- call parameters – the timestamp and duration of the call, essential keywords, whether the call is new or recurring, whether the call was converted or bounced, etc.
- Call agent metrics: the caller’s impression of the agent, how accurate the agent’s responses were, etc.
Every call is recorded and archived, so you can always refer back to it for clarification or reassessment.
How does call tracking work?
1. The caller dials your phone number. When the caller arrives at your website, he sees a unique international or local phone number, which links him to the traffic source. The caller then dials the number and their call tracking software connects them to their IVR or sales agent based on routing criteria.
You can use international (800), local, toll-free, and custom phone numbers (for example, 844-PHONEXA). A free personalized number is arguably the best way to generate leads as it is free and it stays in the mind of the caller.
2. Your IVR collects the data of the caller. As the caller interacts with your IVR, they answer a series of questions (by voice, using the phone’s touchpad, etc.) and share more personal data before connecting with a relevant live agent. Also, many IVR systems can resolve requests independently.
3. The caller is routed to a relevant sales representative. Regardless of whether you use an IVR, the end goal is to connect the caller with the best sales rep and convert them. For that, various distribution methods can be applied, including:
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- Based on Availability: When the first available agent receives the call.
- Location Based: When the closest agent receives the call.
- Performance-based: When the most profitable agent receives the call.
4. The sales rep converts the caller. Ideally, your agents should know who is calling in advance and why to open the conversation with a ready solution for caller requests. This, of course, is not possible with all calls, but call tracking dramatically improves customer service, making callers happy and eager to buy.
Last but not least, every call, converted or bounced, unlocks tons of information about the caller, bringing you closer to understanding your customers.
Is call tracking software worth it?
Undoubtedly, traditional phone conversations remain the critical aspect of the consumer journey, as most callers are skeptical of new technologies1, such as chatbots, and ultimately switch to calls. traditional. In fact, 65% of customers2 would rather make a phone call than contact a business in any other way.
But that is not all. Call tracking is of tremendous value to any business that depends on calls, removing the guesswork and shortening the path from recognition to conversion. Phone calls convert 30-50% of callers3, or up to 15 times more4 than web leads.
This is how call tracking software can grow your business:
- Make your callers happy.
- Automate and scale.
- sales increase.
- Improve budget management.
- protect you against fraud.
Integrating call tracking software into your lead management system is not a luxury, but a necessity to keep up with the ever increasing competition in online business. Turnkey solutions such as those offered by Phonexa have enormous potential and do not cost a lot of money, time or energy.
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Categories: Technology
Source: vtt.edu.vn