7 Ways to Improve Your Customer Success Using Call Tracking

October 27, 2017 | Marija Sekularac

Customers contact businesses in innovative ways these days: through social media, on websites and some even order products and services through texting. Whether they’re using their home phones, cell phones or through VoIP technology many people still choose to call businesses. Tracking all customer phone calls improves the way companies serve customers and can increase customer success. Here’s how and why every company should consider call tracking to improve customer success:

1. Route Calls Intelligently

Nothing can turn a merely unhappy customer into an irate one faster than getting sent to the wrong person. The same goes for a potential customer who can’t reach the department or person who can answer their questions. Call tracking can solve this problem by routing calls based on caller segmentation, pre-lead qualification or a variety of other defined factors.

2. Measure Call Length, Conversion Rates and Other Crucial Business Stats

A good call tracking system gives companies statistics on how many numbers are dialed, hold times and the length of the call. Companies determine the lifetime value of customers by tying in statistics like conversion rates.  Analyzing how the call was initiated and where the lead started.

3. Gain Critical Knowledge of the Caller’s Current Context

Key caller data is important to both sales and customer relationship management. Call tracking that links the context of the call to factors like time of day, social media activity and past customer experience.  Allowing companies to have information they need to serve callers quickly and more efficiently.

4. Personalize Customer Support

Call tracking makes tracking the customer journey even easier. Dynamic phone numbers across web pages can tag and track the user throughout their journey.  Providing personalized support, by routing calls based on multiple factors such as ad campaigns, troubleshooting or customer feedback after purchase.

5. Create Dynamic Phone Numbers to Track ROI

Dynamic phone numbers can do more than just customize support. They can also track those same metrics and attribute them back to each user and original click.  Allowing companies to have the ability to test ad efficiency ROI. Other variables of call initiation can be identified by linking individual numbers to social media campaigns, billboards, etc.

6. Optimize Social Media Ads and Marketing

According to Google, almost half (47%) of people who search for a brand using a mobile device will keep searching if they don’t see a phone number in an ad. Google found in an independent study that 70% of customers use “click to call” in ad campaigns to reach companies. Call tracking that includes dynamic phone numbers suited to target demographics by content, channel, ad set, language or anything else optimizes marketing and customer success.

7. Automatically Resolve Customer Service Issues

Companies can also keep customers happy by integrating call tracking technology with social media management tools. By creating dynamic numbers for specific customer issues, those calls can be immediately routed to an existing resource qualified to deal specifically with the issue for quick resolutions. The resulting stats can then be used for further training, product or service development.

Talking to a real live person will never go out of style.

Try Retreaver call tracking solution today to improve customer success across every business channel, one call at a time.

 

Source List:
Adrian Swiscoe. How to Make Phone Conversations with Customers Better.
https://www.forbes.com/sites/adrianswinscoe/2017/03/03/how-to-make-phone-conversations-with-customers-better/#4325fafe68cd
Forbes. Seven Important Features to Look For In Marketing Software.
https://www.forbes.com/sites/forbesagencycouncil/2017/05/08/seven-important-features-to-look-for-in-marketing-software/#5cc5c3a06b86
Think with Google. The Role of Click to Call in the Path to Purchase.
https://www.thinkwithgoogle.com/consumer-insights/click-to-call/