7 Ways to Improve Your Customer Success Using Call Tracking

October 27, 2017 | Jason Kay

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/

4 Times Your Customers Prefer to Call You

October 19, 2017 | Stan Pavlovsky

When do your customers call you? Think back over the course of the last few weeks and ask yourself this question. How much time have you spent on the phone? And, of those calls, how many led to a direct benefit to your company? When it comes to providing good customer service, it’s always essential to provide your customers with a way to speak to you no matter why they call. But, it is also important for you to recognize when those calls may not be what you need to spend your time on.

Why Are Your Customers Calling You?

With the help of call tracking and call routing, you can get on the phone to handle the most important calls while allowing your team to handle situations where they may not directly need your attention.

First, let’s discuss why they call. There are four times when customers call – in these situations email, text messages, and even chatbots will not work. They want and need a real person to talk to. These are instances in which your clients need to reach out to you.

#1: Your customer has an emotional investment they need handled

This is when you want to be on the phone. It is always important for companies to create this type of emotional connection with their clients. It means they are invested in you. They want to succeed with you. Customers have emotional dedication to your company and they will come to you to meet all of their needs. Your customers call you in these times because they have concerns, needs, opinions, or other emotional-driven factors that are causing them to need to connect with you right away.

#2: Your customer has a financial investment

Money matters to most people, especially when it is an investment or an important transaction. Today, you will find that people view the phone call as the time when they need fast answers, and they need real information. They can log into their account, but when they want clarity and confirmation they are going to pick up the phone. And, again, when a customer calls you, for this reason, you need to react and be able to answer them. If you fail to meet this need when it is so important to them, your customers will turn to someone else to solve their problem.  61% of consumers find it extremely/very important to be able to call a business during the purchase phase of their decision-making.

#3: There’s some type of complex situation that needs immediate attention

Sometimes, it is just easier to talk about something than to write it down. It’s complex, challenging and it’s worrying them – and these are key reasons why your customer is going to call you to get information rather than send a message through your website. It is also important to have well-trained customer service to help not only answer their questions but also to provide a simplistic answer to the concern.

#4: Your customer wants to complain

It’s true. Customers can be noisy about their situation when they have a bad experience. They want to complain. They want to tell you how much you’ve disappointed them. It does not always need to be something that you’ve caused to occur. If they are unhappy, they need you to know about it. Sometimes, this is the ideal time to turn things around, too. This is when you can finally fix their problem and build a better relationship.

Sure, email and chatbots can help to speed up the process of providing information to customers. Yet, they cannot replace true customer service over the phone. When you realize that you still need to provide an avenue for these types of situations, you’ll see the value of adding call tracking and call routing services that make it easier for you to meet their needs. To get started visit try.retreaver.com!