Call Dashboards Using Slemma

October 20, 2017 | Jason Kay

Overview

Retreaver helps companies gain insight into which online and offline campaigns are driving calls, and which of those calls are converting to sales, happy customers and positive business outcomes. Slemma’s cloud-based dashboard & reporting platform helps you aggregating multiple data sources and presenting them in visually stunning call dashboards and data presentations.

This guide walks you through, step-by-step, how to export Retreaver call data into Slemma, where you are able to take full advantage of the data you have captured on your calls by creating custom visualizations by state, caller city, custom tags, date ranges and put that information side by side with your other data sources.

Retreaver Guidebook – Dashboards With Slemma

Audience

Dashboards With Slemma is written for marketers and data analysts looking to better analyze, drill into and present insights from their data-driven marketing efforts.

Pre-requisites

In addition to your Retreaver account, to complete the configuration exercises described in this Guidebook you will also need:

  • A Slemma account. Sign up here for a free 14-day trial and use promo code RetreaverPromo to receive 50% off your first month when you subscribe.

Get your free Retreaver account here

Table of Contents

Before You Begin

  • Table Of Contents
  • Terminology
  • Concepts
  • Relevant Information & Resources

PART I: Getting Data from Retreaver Into Slemma

  • Exporting Retreaver Call Log Data
  • Importing to a File Data Source

PART II: Configuring Charts & Visualizations

  • Top States Sending Calls (Bar Chart)
  • Top Agents Converting Calls (Cross-table Chart)
  • Average Daily Revenue and Payout (Time Series / Line Graph)
  • Calls by Product Tag (Pie Chart)
  • Calls by Source (Tag Cloud)

PART III: Building A Call Dashboard

  • Adding Charts
  • Filtering Data in the Dashboard

Additional Slemma Resources

Retreaver Guidebook – Dashboards With Slemma

Related Guidebooks

Using Start Pings

| Jason Kay

Overview

Retreaver helps companies gain insight into which online and offline campaigns are driving calls, and which of those calls are converting to sales, happy customers and positive business results.

This guide walks you through, step-by-step, how to use the Retreaver Start Ping to send data about your caller to 3rd party web services, and return data to your calls as tags for use in routing and reporting.

Retreaver Guidebook – Using Start Pings

Audience

Using Start Pings is written for marketers and customer experience managers looking for an easy way to exchange information about callers with 3rd party web services and customer contact databases in order to get precise routing, deeper agent insights, more personalized experiences, and more useful call analytics.

Pre-requisites

You need a Retreaver account to work through this guidebook. It is also recommended to complete the learning activities that you have:

  • Access to a third-party web service with data about your callers and that is webhook accessible, or
  • A Zapier and a Google Sheets account

Get your free Retreaver account here

Table of Contents

Before You Begin

  • Terminology
  • Concepts
  • Gathering Relevant Information

PART I: Creating a Start Ping to Add Contact Data to a Call

Try It Yourself – Using Retreaver, Zapier & Google Sheets

Retreaver Guidebook – Using Start Pings

Related Guidebooks

3 Things Missing in Your Digital Marketing Campaign HINT: Call Tracking

October 11, 2017 | Jason Kay

Why call tracking? Your digital marketing campaign is smart and responsive. You’ve geared it for your mobile users, because you know 60 percent of your customers are accessing your site. Your customers can call you from your site with a tap of their finger, and you’ve made conversion as easy and appealing as possible. But you’re still missing something in your digital marketing campaign. 

Does your customer offline experience match the online experience that you’ve honed so well? Do you know which channels and ads your customers are responding to the best?

With call tracking, the answer to these questions is yes. Adding call tracking to your digital marketing strategy lifts your marketing campaigns to a new level. Take a look at three reasons why:

 

1. Call Tracking Enables A/B Testing In Campaigns

A/B testing lets you know which elements of your ads and marketing are connecting with customers. It tells you how to adjust your ads for better performance. Call tracking is a primary tool in providing the data you need to make these adjustments.

Use call tracking to make constant modifications in your content and layout. As you run one marketing page connected to a unique phone number, you can make a small change — change the color of the click-to-call button, or add an emotional photo to the copy, for instance — and connect that to another unique phone number.

Each change helps you hone and optimize your marketing efforts. You know exactly what’s working, and you have the data to back it up. No more stumbling in the dark and guessing how to connect to your customers. With call tracking, you have the answers you need.

 

2. Call Tracking Enhances Customer Experience

Every time your customer is put on hold or transferred to another agent or department, you take a 20 percent risk that the customer will hang up. Not only do you lose that particular conversion, but you also run the risks of losing that customer forever and even having them spread poor word-of-mouth about their experience with your organization.

Call tracking helps put an end to the frustration and annoyance your customers can feel when their calls are endlessly re-routed, and they have to repeat their information over and over.

With call tracking, you can route calls to the correct department instantly based on the geographic information provided by caller ID. You can send repeat customers to agents they’ve dealt with before, or you can tie their calls with the data you already have about customers from your online contacts with them. Customer experience is enhanced because you do away with hold time, re-routing, and endless menus, and customer satisfaction goes up.

 

3. Call Tracking Provides Data on Ad Performance

Get the granular data you need to understand how your ads are performing with call tracking. By tracking keywords, you can know which ads, which keywords, and which of your overall campaigns are converting. You’ll know which ads and keywords generated calls, and you can match conversions to ads to understand what your customers are responding to.

Integrating your ads with tools like Google AdWords paired with call tracking lets you follow each unique visitor’s interaction with your site, gathering the level of data you need. Now you have the data you need to pull underperforming ads and put your marketing budget to better use.

Find out more about how call tracking can benefit your marketing campaigns today, visit try.retreaver.com.

Our Thoughts on Google’s Report: The Role of Click to Call In the Path to Purchase

October 6, 2017 | Jason Kay

Source: The Role of Click to Call In the Path to Purchase

The importance of providing consumers an easy way to call your business remains crucial in the age of mobile search. While marketing feels like it’s moving away from phone call call-to-actions, often this is due to a perception that attributing conversions to the calls is hard. In “The Role of Click to Call In the Path to Purchase” Google shows with data why calls are still an important part of your marketing mix, and with call tracking, companies are able to:

  • analyze which marketing campaigns drove the highest calls which resulted in sales
  • understand the online to offline customer journey and when the purchase was made
  • view stats on your highest and lowest performing salespeople and understand which keywords are closing transactions

In the Google / Ipsus-Reid survey of 3,000 mobile searchers who recently made purchases, the role that click to call played in their purchase process was analyzed, with insights delivered such as:

  • 70% of mobile searchers have used click to call to connect with a business directly from the search engine results page
  • 47% of mobile searchers say that if a business does not have a phone number associated with their search results, they will be more likely to explore other brands
  • 61% of mobile searchers state that click to call is most important in the purchase phase of the shopping process

Need more information about why calls are as important as ever? Read the full article here. Need more insight into how call tracking helps you align phone calls to your multi-channel marketing efforts and tracking? Get in touch here.

Budget Season: Why Marketers Need to Make Room For Call Tracking in Their Budget

October 3, 2017 | Jason Kay

When customers approach your business online, you can capture their information easily. You can even use analytics to hone your marketing campaign based on the data you gather. But what do you do with customers who call your business? They’re probably even further along in the conversion process than visitors to your website, but their information — including their needs and how they found you — seem to be out of reach.

The answer is call tracking.

What Is Call Tracking?

With call tracking, each of your marketing campaigns is assigned a different phone number. You can assign numbers to both online and offline campaigns. Your customers call those separate numbers, which all forward to your main business number so they don’t require separate staff for answering.

Call tracking lets you compare the phone traffic that comes in on each dedicated line to determine how your marketing strategies stack up against each other. You can also gather actionable information on individual calls, aggregating the data to help determine the effectiveness of your marketing campaigns.

Benefits of Call Tracking for Your Business

Call tracking is vital to marketing campaigns. It’s not difficult to add to your marketing strategies, and it can even help improve customer experience. Take a look at some of the top benefits of call tracking:

Monitor Your Current Marketing Campaigns

Through call tracking, you can monitor the success of your ads and marketing. A/B testing is easy to check and quantify, since you can measure factors including time of calls, length of calls, location of calls, volume of calls and that all-important metric, conversion rate.

Keep an Eye on Your SEO and Keywords

Yes, you can monitor keywords even from phone calls. More than ever, your customers are calling from mobile devices and starting from landing pages, Google call extensions, and other trackable starting points. Call tracking can capture and tally this data.

Evaluation of your Sales and Marketing Teams

You know those recordings that say “This call may be recorded for quality assurance”? That call recording can be part of a call tracking program that provides you the data you need to understand how your individual employees are performing. You can also use the data to tweak the questions that your sales teams are asking, since you’ll know what approaches are closing sales. In addition, this data is invaluable when designing training programs for new sales and marketing employees.

Improved Customer Experience

Use your call tracking to route calls to the appropriate agent or department quickly. As part of this, call tracking can populate the appropriate data to the sales or customer service agent, speeding up the process of helping your customer. Your employees are then empowered to provide personalized customer service aimed precisely at meeting the customer’s needs. As a result, you end up with a happy customer.

Evaluation of Advertising and Marketing Channels

Where are you running ads? Are you spreading your ad budget across online venues, social media, newspaper, radio and even local TV? By using call tracking, you can track which channels are producing conversions and which are lagging behind. That data helps you allocate your marketing budget wisely, so you put effort and dollars in the most productive places.

Call tracking is a valuable tool that can help you optimize your marketing efforts. Best of all, it doesn’t affect what you’re already doing; it just provides the marketing analytics you need to increase conversions and sales.  To get started visit try.retreaver.com

Split Conversions

June 28, 2017 | Jason Kay

Overview

Retreaver Split Conversions allow performance marketers using Retreaver to track Revenues and Payouts at the Buyer and Publisher levels across all campaigns, and ‘split’ the conversions across services, products, geographies or any other data point you need to detail your conversion along.

This Retreaver Guidebook walks you through the steps to turn Split Conversions in your Retreaver account, and to configure the conversion information on each of your buyers and publishers for use across all your campaigns.

Retreaver Guidebook – Split Conversions

Audience

Split Conversions is written for performance and affiliate marketers looking for an easy way to track customer revenues globally at the buyer/advertiser level and payout costs at the publisher level.

Pre-requisites

You need a Retreaver account to work through this guidebook and start tracking calls from your marketing campaigns.
We also recommend you enable Retreaver Perform from within your account.

Get your free Retreaver account here

Table of Contents

Before You Begin

  • Terminology
  • Concepts
  • Gathering Relevant Information

PART I: Adding Split Conversions To Your Account

PART II: Configuring Split Conversions

  • Step 1: Add Conversion Criteria To Your Publishers
  • Step 2: Add Conversion Criteria For Buyers
  • Step 3: Update Default Campaign Conversion Criteria
  • Step 4: Test The Conversions With Calls

PART III: Viewing Conversion Reports

  • Collaborator Reporting of Conversions
  • Conversions & Tracking URLS

Retreaver Guidebook – Split Conversions

Related Guidebooks

Analyzing Marketing ROI

June 26, 2017 | Jason Kay

Overview

Retreaver links digital data with call information allowing Marketers to bring phone calls bag into the marketing mix. Tracking ad clicks is easy but when your ad is driving a customer call, you need to also know which ads drove conversions.

Retreaver enables marketers to analyze call conversion tracking within email campaigns, to carry customer profiles from online accounts to the phone, and provides agents with priceless contextual information in real time.

This Retreaver Guidebook walks you through the tools and techniques enabled by Retreaver to analyze the marketing impact of your calls, and attribute every call outcome to activities and ads that drove the call in the first place.

Retreaver Guidebook – Analyzing Marketing ROI

Audience

Analyzing Marketing ROI is written for enterprise and brand marketers looking to doing serious analysis on their phone calls.

Pre-requisites

You only need a Retreaver account to work through this guidebook and start tracking calls from your marketing campaigns.

Get your free Retreaver account here

Table of Contents

Before You Begin

  • Terminology
  • Concepts
  • Gathering Relevant Information

PART I: Getting Started With Basic Call Tracking

  • Step 1: Add Call Sources
  • Step 2: Add Call Handlers
  • Step 3: Create A Call Campaign
  • Step 4: Add Phone Number(s) To The Campaign
  • Step 5: Test Your Campaign
  • Reporting Campaign Results

PART II: Adding More Data To Tracked Calls

  • Step 1: Create Data Tags for Tracking
  • Step 2: Adding Data to Inbound Phone Calls
  • Step 3: Analyze Calls With Tags

PART III: Improving Marketing ROI

  • Technique 1: Measure & Adjust The Marketing Mix
  • Technique 2: Provide Call Handlers With More Information To Help Convert Calls
  • Technique 3: Prioritize Call Routing To Higher Yielding Handlers
  • Technique 4: Introduce Questions to Disqualify Leads
  • Technique 5: Add Automated Post-Call Re-marketing

Retreaver Guidebook – Analyzing Marketing ROI

Related Guidebooks

Banking by Phone: Top 5 Ways Retreaver Fixes Most Common Customer Frustrations

November 2, 2016 | Jason Kay

A relationship between a customer and their bank can last a lifetime. Actually, it can last generations. Banking has grown to include online and telephone options, savings and mutual funds, international currency accounts, and dozens of different types of services. The clientele has also grown to encompass hundreds of languages, dozens of types of daily services required, and an overall array of customer types. Customers of 20+ years are no longer okay with still have to press 1 for their main language choice, when this is the longest relationship they’ve had with any brand. So how do big banks still treat every person with a degree of personalized care and support when they’re getting tens of thousands of calls per day?

The key is not in buying up more call centers or trying to make as much of the banking process as self-serve as possible. Certain types of customers (for example, those without easy access to Internet) or anyone needing immediate attention for a complicated issue will always end up calling. The solution is actually in using existing resources like phone lines, call centers, and other assets to just work smarter. And that’s what Retreaver does. 

Here are some top ways Retreaver is currently working with banking clients and the resources they already have to solve some of banking’s most challengeing customer experience issues. 

What customers say: “I got an email while abroad telling me to verify the last charge was me, but when I call the number right there in the email, I’m just sent to the regular IVR and have to wait on hold while using up my long distance!”

1) We connect email context to calls: Banking customers often receive emails with a specific call to action from their banks. Perhaps they’re travelling and need to verify the last charge on their card is not fraud. Or perhaps they just received a card in the mail and need to activate it. With Retreaver, you can seamlessly insert dynamic, custom numbers into emails that will not only grab the context of the email (travel alert), but will also securely attach the information vital to verifying that user. When the customer calls, they will skip the regular customer service IVR and be sent to exactly the right place using Retreaver’s routing capabilities. It’s an easy way through which organizations can leverage call context and set up improved customer experiences.

What customers say: “I’ve been researching mutual funds on the website for hours – why do I have to answer all the same questions on the phone as I already did online just to get some answers?”

2) Save on operations costs for call centres while increasing customer satisfaction: Retreaver allows you to understand exactly what each customer was doing on your website, packaging that information and sending it on to the call centre agent as they answer the phone. The agent saves time by addressing the customer’s concerns immediately, while the customer feels like they have received a customized experience. 

What customers say: “My account has over $350,000 in it and I get sent to the same customer support as my teenaged daughter.”

3) Prequalify leads and customers: Retreaver uses a tagging system to identify customers based on given data and behaviour. Now, before you direct where their call goes and an agent picks up the phone, you can pre-qualify your customers by whether or not they match certain tags. This will help the system understand where to send the call and what kind of experience to navigate this customer into. Callers may be a high value investment customer that requires special attention or a student calling about a checking account. Retriever’s system fills out the tags for each caller and packages the information into the dynamic number so that they go to the right place and save you time and money on resources. 

What customers say: “I have to press about 12 buttons before I actually get to where I need to be. Surely this isn’t the best system that’s available.”

4) Create custom “routes” across your existing IVR: With the context of what your customer is calling about and who they are, you can use Retreaver to quickly and easily set up experiences. You can either create an IVR with a unique voice and set of choices (perhaps for a special campaign or activation), or just use tags to set up the navigation of where this call with go within your large network. If it is a traveller currently calling about a frozen card, for example, you’ll want to send them to the right department right away so that they can get back to enjoying their vacation. 

What customers say: “I already know what I want to buy, butmy bank makes it so hard to get in touch with the right person that their customer service is the biggest reason I’m looking somewhere else.”

5) Support brokers and advisors both in branch and out: Retreaver allows you to use your number pool and integrate with your digital advertising. You can use this advertising to localize the phone-in numbers to your customers’ general area, and set up a chain of call recipients based on top-performers. For example, if you want to connect someone browsing a mortgage with a mortgage advisor in your area, instead of calling a branch and hoping to be transferred, customers will be able to dial the number for the advisor, that will connect them to someone in their area. And if that person is busy and doesn’t pick up, Retreaver’s continuous ringing feature can go down a recipient chain ensuring that someone will receive that lead and ultimately win the conversion of a prospective customer into a qualified home buyer. 

For more on how Retreaver does banking or to schedule your free demo, get in touch today with mark@retreaver.com

Changing How Travelers Call: How Retreaver Is Being Used In Travel

October 18, 2016 | Jason Kay

We know being on the phone with a company is no one’s favorite activity. Calling in for support is a dread all consumers share. Many are already frustrated by the time they have to call, usually because they’ve already picked out what they want to get and don’t want to answer more questions, or they need help RIGHT NOW.

Now imagine being a traveler – they’re paying long distance, they’re away from home, and they definitely need to speak to a live agent to sort out their situation. Alternately, they may be planning or booking a trip, which is a high ticket item. They will want to speak with a real person to confirm they’re getting what they want and for the right price. Both of these scenarios are why most travel companies still see up to 50% of their bookings through agents and the phone. For that 50% of your client base, Retreaver has an excellent solution to ensure your company is providing the best possible customer experience.

You might have heard of this innovative story in your industry from United Airlines…

“Sam is searching for last minute flights on his tablet and decides to call in for help. Rather than being sent to an IVR to press keys, and waste valuable time, Sam is directed immediately to an agent who is provided with the information to answer: “Hi Sam, I see you’ve recently been looking at flights to New York, is that what you’re calling about? If so I have some suggestions for you”.

Retreaver makes this possible. Here are some of our features that enable this kind of intuitive, personalized service that leads to happier customers, more sales, and less time on the phone. 

1) Understand your customer’s journey right through to booking. Your company might have different phone numbers on different web pages, presumably to let the marketing team know which page is converting to a call.  With Retreaver, we are able to provide the call agent with the complete context and customer journey at the time they call – that means each page they looked at leading up to the call, not just the page they called from. That instant context is packaged into a dynamic phone and passed on to the call center agent with all of the data on the caller and their reason for calling intact. 

2) Personalize support experiences while increasing customer satisfaction. Most companies do not offer their customers segmented or dynamic numbers to call in – just a general IVR no matter the customer circumstance. Retreaver allows you to understand exactly what each customer was doing on your website at the time. Our routing feature also allows companies to create unique experiences depending on the context of a call, for example, if someone is calling while in the middle of booking a trip, they can be taken directly to an agent who knows about that region and even speaks the language. The agent saves time by addressing the customer’s concerns immediately, while the customer feels like they have received a customized experience. Retreaver also lets you route callers to the same agents if they call back twice, making all customers feel like VIPs. 

3) Support internal and external travel agents. Retreaver provides a number pool and integrates with your digital advertising. Localize the phone-in numbers to your customers’ general area, and set up a chain of call recipients based on top-performers and/or specialization to deliver a better customer experience. For example, if Disney has 27 licensed Disney travel agents in the Denver area, corporate advertising can instantly populate with local numbers, driving the calls to the agents in order of priority, and continuously ringing down the list so that you never lose a lead. 

4) Know which channels and agents sell more of your tours by phone . Attribution for the phone is a big challenge in any industry that still relies heavily on mixed marketing efforts of traditional advertising, digital, and phone. Retreaver is a unique company that provides attribution not only for the phone to view how many calls were placed, but complete click to call to conversion analytics, providing companies with insight and understanding into the value of their other marketing channels and how they perform on phone calls. Retreaver makes it easy to quickly create and assign intelligent phone numbers to online and offline campaigns, tracking not only which channel is driving the most traffic to your sales team, but also which is converting the most sales.

Our Retreaver for Travel deck is available online now. For more information on customized solutions, get in touch with mark@retreaver.com 

The magic of extensions and what they can do for your business

August 17, 2016 | Jason Kay

You send out 20,000,000 emails per month. Or, you run hundreds of campaigns with thousands of click-to-call results every month. You want to tag the clicks, track the calls, and route the experience many different ways. You want information on what campaign the call came from, where the user is located, and a series of other data points. You’d also like to AB test your messaging or your offers. How do you do this without needing to acquire millions of different phone numbers?

Ever since the invention of the telephone in 1878, businesses have been communicating with the power of voice. Since 1882, companies have been using internal private switches, now commonly known as a PBX to route calls. In the old days, in order to track or route calls, switchboard operators would connect wires from the source (caller) to the destination (the call recipient).

Today: Extensions

Much like switchboard operators connected callers with their respective parties, Retreaver has Extensions. Extensions is a much requested feature because of the power they can harness into one phone number by bridging the PBX technology of the old with the force of the Internet.

What can you do with extensions?

One of Retreaver’s main capabilities is being able to tell a company exactly who is calling, why, where they came from, what they clicked through, what they were looking at right before they called, and a host of other data. With extensions, you can save on the costs of dynamically issuing millions of phone numbers (a unique number to each unique user), by simply using an extension on the end of your one phone number – or a few, depending on what you’re doing and how many variables you’re looking to track.

You can:

– Run offers with an IVR prompt to enter the “special code” once a customer has called in, thus tallying how many respondents that offer gets.

For example, a cruise line AB testing a free beverages plan versus a free balcony room upgrade can tell some people to enter “freedrinks” when they call in, while others would be given “freebalcony”. These are, in effect, extensions. 

– Have a landing page or website with hundreds of different use cases for tracking and routing, all while using relatively few numbers.

For example, run a content with thousands of entrants by phone using extensions to key in required data or IVR prompts prior to speaking with an agent. 

 Get granular with unique ad-click data to find out the most you can about the success and variables of each ad campaign.

For example, run a few paid ad campaigns with a click-to-call call to action for a series of car washes. You can track the unique ad-click data through embedding extensions into call-to-click buttons on the ads to avoid provisioning huge number pools. 

Extensions can be used to provide cost effective, accurate attribution, provide personalized customer experiences or promotional codes. Assign extensions to individual support agents, sales reps or to VIP customers. The applications are only limited by your imagination.

Contact Retreaver today and start using extensions in your business.