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Introducing the New Retreaver Integration for HubSpot! What It Means for Your Business

February 1, 2018 | Marija Sekularac

Retreaver has recently announced an exciting new integration for HubSpot, a leading CRM platform used by 37,000 customers in 90 countries around the world for one sole purpose: learn more about their customer journey. With the rising importance of phone calls (contrary to belief – see article), businesses need a reliable call tracking and data collection service. The new Retreaver Integration for HubSpot is an exciting evolution for this realm. So what does it deliver for the customers and users on HubSpot?

Track Calls Regardless of Source

Setting up fresh campaigns with Retreaver Integration for HubSpot is easy. It enables marketers to track all calls to a specific number regardless of the original source. New campaigns are configured and named within the platform. The phone number of the agent that should answer each call is added and tracking numbers are assigned. That individual number, and source, are now ready to use in marketing content. Unlimited data tags and attributes are also tracked, including landing page URLs. In this way, marketers can track calls from Google Adwords, Facebook Ads, and other marketing content. Retreaver makes it easier than ever to track inbound calls and accurately attribute call-based conversions to each individual marketing source right through to your HubSpot contacts.

Capture Unlimited Caller Data

There is no end in sight to the variety and amount of caller data that marketers can capture with each individual call tracked with the Retreaver Integration for HubSpot. With the new Retreaver Calls Form (or map to an existing form) map a wealth of information in a variety of ways. Each new caller is added as a new contact, their data subsequently collected and analyzed. Data such as last call date, call start time, last visited URL, email, phone number, and caller number will be collected. Giving data driven marketers the ability to better understand the path to purchase for each individual caller.

Shorten the Path to Purchase

Lead forms work in some industries, but phone calls are increasingly valuable to both consumers and businesses alike. With HubSpot and Retreaver integration, users can give consumers the option to skip filling out a lead form and make a direct connection with technology such as click-to-call features. HubSpot allows users to setup personalized interactions for each user, triggering the perfect follow-up step automatically to help lead rates skyrocket. The Retreaver integration provides phone-based interactions which are now part of this same system and easily tracked within HubSpot. Allowing marketers to shorten the path to purchase for each and every consumer interacting with marketing content.

Manage Multiple Portals at Once

When the Retreaver integration for HubSpot is set up, the accounts work together and collect data on phone calls. Whether you have one or multiple portals, you will be able to manage all of them seamlessly through one interface. As a result, users can manage multiple companies, from direct clients and brands to sub-divisions.

HubSpot and Retreaver are a natural combination in the digital age. Phone calls have long been a blind spot for many companies. Now that information can be seamlessly and instantaneously routed to agents to close the gap between digital marketing content and phone-based conversions. Agents can react in real-time, workflow will improve, and actions can be automated to trigger instantly.

Learn more at: try.retreaver.com/solutions/hubspot and take advantage of our special launch package until April 15, 2018: try.retreaver.com/solutions/hubspot/launchpackage 

Is Customer Experience the Ultimate Brand Differentiator?

January 26, 2018 | Marija Sekularac

Customer Experience seems to be the latest marketing buzzword that supposedly makes or breaks a modern brand. But is customer experience as big of a differentiator as people say? Or is it just one more passing trend in a series of marketing fads? Let’s examine it in more detail.

What is Customer Experience?

Customer experience is often confused with customer

service, which focuses on solving customer needs and providing assistance—usually through phone, digital, or on-site support channels. Customer service is definitely a significant part of the customer experience, but it’s not the whole story.

Any interaction the customer encounters or experiences over the course of their relationship with your brand falls under customer experience. This includes everything from their experience with the product they buy to the marketing that lead them to you and everything in between.

Most brands struggle with customer experience simply because the scope is so vast. It’s difficult to keep an individuals experience personalized and consistent over so many channels and touchpoints. One customer might be turned off by something as simple as being put on hold for too long. Another might be overjoyed at how easy it is to shop in your digital store.

Brands must rise to the challenge and aim for consistent omni-channel customer experiences. Not just because it’s good for your customer (and it is), but because it’s going to be the differentiating factor in choosing your brand.

How big of a difference does customer experience make?

Multiple studies and surveys agree that customer experience is going to be the primary factor in a customer’s decision-making process, even more than price and product. This shift may happen as soon as 2020, according to a study conducted by Walker.

Businesses that provide better customer experience are more likely to be selected over their competitors, and they’re more likely to earn more per customer. The same Walker study found that 62% of buyers would pay more for improved customer experience, and it stands to reason that they would be more loyal as well.

Many businesses already see the change coming and are taking action. According to Forrester, 72% of the businesses they surveyed say that improving customer experience is their top priority. So how can you improve your own brand’s customer experience? Start with the most mission-critical area: customer service.

How do I improve my brand’s customer experience?

You could theoretically improve any part of your business and have it affect customer experience; but if you want the most bang for your buck, you should prioritize customer service and support. 60% of consumers have higher expectations for customer service now than they did a year ago, and yet 42% of customer service agents still struggle with resolving customer issues thanks to disconnected systems, archaic user interfaces, and multiple applications. Poorly-implemented contact center infrastructure ruins the brand experience and lowers employee morale.

Using call tracking improves contact center success

  • Capture caller intent and deliver it to the agents before they answer the call
  • Gather and use caller data to build more complete profiles for more personalized experiences
  • Use call outcomes to drive automatic follow-ups and re-marketing efforts
  • Route callers intelligently to minimize the time they spend on hold

Retreaver’s call tracking software layers on top of your existing agent tools to enable you to immediately improve your contact center’s success. Visit try.retreaver.com to discover even more benefits!

The Customer Data You Track on Your Website is Trackable on Phone Calls Too

January 16, 2018 | Marija Sekularac

Metrics are an important facet of any marketing and ad campaign. With data metrics in hand you see the actions customers take when they visit your website. See which links they click, and even go back through the customer journey to see which ad campaigns drew them to your website in the first place. For all of these different data points you now integrate the same tracking information into your analytics for the phone calls your business receives. Not only will you enjoy greater insight on how your marketing efforts drive phone calls, but you’ll have improved cross-channel visibility that finally bridges the gap between offline and online marketing.

The Phone is Easier, Depending on Your Industry

For many businesses, it is simply easier for customers to pick up the phone and call for service rather than clicking through an endless stream of pages on your website. When a family is locked out of their car at the mall, they don’t have time to browse a website and fill out lead forms. They want to do a quick Google search, find relevant locksmiths nearby, and call for service. Tracking phone calls used to be difficult for businesses, but that difficulty is no longer an issue.

Discover the Most Effective Sources, Channels, and Verticals

Phone call tracking is far more diverse than most marketers might realize. Using unique business numbers for various ad campaigns or even pages on your site, you can see how your various marketing sources, channels, and verticals are performing. For example, varying final extensions (the last four numbers) can be altered and assigned to different marketing campaigns. This will help you see which ones are generating the most outreach on the phone.

For example, different numbers can be used for direct mailers, social media ads, email marketing, and your homepage. When customers call those various numbers, they’re directed to the same place: your sales team. However, since they used different numbers you’ll be able to see which verticals and sources generated what type of business.

Go Next Level with Multi-Channel Insight

As you zoom out your view from the micro to the macro, phone call analytics tie together your broader marketing strategy with multi-channel insight. Understanding the customer journey from start to finish, online to offline, is key to improving your marketing as a whole. Without phone call tracking, you lose sight of your customer’s journey from time to time. How is that possible?

Well, some customers might initiate a search online and find one of your search ads. Clicking that link, they’re directed to your site and click through the pages doing some research. If they put off the purchasing decision for a few days though, you lose them in the mish-mash. That same customer could be reminded of your brand through social media days later and find your phone number through a Facebook page. When that customer calls from that posted number, their journey to contact has traversed a variety of channels.

Phone call tracking allows you to stay on top of their travels by gaining insight to each individual data point so you know what brought each customer in. Down the road you’ll be able to use that information to better harmonize all of your marketing efforts.

Review, Optimize, Repeat

Finally, use phone call recording to analyze the speed and quality of the service or support your customers receive when they call in. You’ll be able to look through those analytics to figure out what’s working and what isn’t. You can then put that information into action by refining each marketing channel for improved performance in the future.

Phone calls provide an essential link between online and offline actions of your consumer. Integrate phone call analytics into your marketing data and you’ll be able to build a bridge from the online world to the offline world. Get started today

 

Why a Seamless Transition from Offline to Online Marketing Is Important

January 3, 2018 | Marija Sekularac

There is an unfortunate lack of connectivity in many companies between their offline and online marketing efforts. Some marketers, either by lack of budget or options to connect, fail to link their offline and online marketing efforts together. In some cases marketers treat the two as separate tactics, while worst-case scenarios see other marketers using only one or the other. The reality is that consumers are relying on both when connecting with brands. In fact, according to Science Daily, more than 80% of online ads have an effect on offline sales. As such, it’s important to provide your consumers with a seamless transition between the two worlds.

Online Marketing Generates Offline Conversions

As the Science Daily data suggests, consumers interacting with online ads are contributing immensely to offline conversions. It is important to realize that offline conversions still afford consumers the chance to inspect and examine merchandise before making a purchase. This doesn’t discount the role of online marketing though.

Mobile devices account for more than half of online searches, and nearly 53% of online shoppers prefer to use smartphones when searching for products/services. Beyond that, 69% of consumers still trust local publications and 54% are more likely to purchase products advertised by traditional means. When online marketing is connected seamlessly to offline marketing, it leads to increased conversions offline.

Offline Conversions Shape Online Marketing

When consumers cross the divide from online to offline and convert, they bring with a treasure trove of data. If your offline and online marketing efforts are seamlessly connected, you get first-party data that is invaluable in shaping your marketing efforts online following offline conversions. You’ll gain insight into purchase history, demographic information, call history, and even the channel, campaign or source. If your marketing efforts are disjointed, you’ll miss out entirely on this information (at worst) or have to rely on third-party data to shape your marketing (at best).

Delivers Consistency to Consumers

When you achieve a seamless transition across offline and online marketing channels, you present your brand and messaging to consumers with consistency. Ideally, all of your marketing messaging and brand presentation should look and feel the same, from billboards, direct mailers, and radio ads to social media marketing, search ads, and mobile app engagement. When the consumer picks up the phone to call your company, they should be able to receive the same messaging from the sales or customer service rep.  With a consistent message across these platforms, you’ll not only enjoy greater success in marketing as a whole, but you’ll encourage cross-platform participation among consumers because it is easier to do.

How Can You Achieve Seamless Transitions?

There are lots of ways to offer consumers a seamless transition from offline to online and vice versa. Determine what is and isn’t working in your current marketing arsenal by testing which channels, campaigns or sources are driving traffic to you.

When phone calls are a big part of your business, start using trackable numbers. Suppose a consumer is inspired to call your business based upon an online ad, but that number isn’t tracked, then they’re likely to get the runaround in trying to find the deal they saw. Worse, they’ll feel like their time isn’t valued by your brand. With the simple inclusion of trackable phone numbers though, the transition becomes seamless as the caller is directed right to the department handling that promotion.

Curious to learn more about creating a seamless transition from offline to online for your customers?  Get in touch today.

5 Reasons phone calls are more favorable than lead forms

December 20, 2017 | Marija Sekularac

Modern digital marketers have a lot of tools at their disposal when marketing products and services to consumers. While the digital age has brought with it impressive advancements in technology that aid advertisers and marketers, sometimes the oldies truly are the goodies. Online activity is increasing among consumers. That doesn’t mean that the human connection should be left out of the equation. When it comes to comparing phone calls (old school) to lead forms (new school), it’s really no contest. Here’s 5 reasons you should be spending more on phone calls than lead forms.

Better Lead Quality

Whether a consumer picks up the phone to call or fills out a lead form, that individual has interest in your product or service. However, the value of these two leads is significantly different. Lead forms are often used by those with lower interest or who are still in the early phases of their purchasing decision. Callers, conversely, are much more interested in getting answers and making a purchase.

This isn’t speculation either. MobileMarketer.com notes that lead forms convert customers in only 2% of cases. That compares to a conversion rate between 25% and 40% for inbound phone calls. This means that phone calls are turning consumers into buyers at a rate 10 to 12 times higher than lead forms. Callers are pulling the trigger to purchase and generating more revenue.

Optimized for Mobile

The mobile phone has overtaken desktop searching in many nations, and in most cases this change is permanent. More searching is taking place on mobile than desktop in 10 countries around the world, including the massive economies of the United States and Japan. This matters for your brand because mobile searchers are making phone calls based upon those mobile searchers. These consumers are reaching out to companies directly to complete purchases. Google notes that 71% of mobile searchers make a call to businesses right from search engine results. The inclusion of strong CTAs and click-to-call features increases the effectiveness of mobile phone call leads too.

Enhancing Customer Service Capability

Lead forms are often mismanaged by companies, routing to the wrong individuals within the business. Trends in Personalization study states “virtually all (96%) marketers agree that personalization advances customer relationships. Eighty-eight percent say they’ve realized a measurable lift in business results from their personalization campaigns.” Integrating phone calls more deeply into your marketing campaign improves the customer service you provide to your consumers. They get answers more quickly and can gain more detailed information as well. Phone calls ensure that customers have a better experience when dealing with your brand directly.

Less Steps to Close

Lead forms haven’t changed much in the digital age. Customers fill in basic information and hit send. What type of response they get varies from one brand to the next, but it all feels rather cold. Companies aren’t utilizing the form submission leads in a timely manner. “In fact, they take 46 hours and 53 minutes to pick up the phone and respond to a lead. And the sales rep who does call, only makes 1.3 call attempts before giving up and moving on. And recent research shows it is getting better, but only slightly” states Forbes.

Data, Data, and more Data

One of the most important reasons phone calls outstrip lead forms is data. With the advent of  call recording and call tracking platforms, you now get a better overall picture of how your consumers are interacting with your brand prior to contact. Did they see a mobile ad that made them call? Was it a search results ad? Or were they hooked in by social media ads? You can use call tracking platforms to gather data that tells you which ads were viewed, when they were seen, and then adjust your marketing campaigns to continue targeting consumers through the most valuable sales funnels.

If you want more information on the value of phone calls and just how much of a difference the right call tracking software can make, feel free to reach out to us. We can help you turn a flood of incoming phone calls into the most effective leads in your marketing arsenal.

 

The phone hasn’t died, it’s the missing link in personalization

December 15, 2017 | Marija Sekularac

The most popular trend at the moment in marketing is personalization. This tactic enhances the customer experience by delivering relevant content when it is most desired by consumers. It can also help close the gaps that exist in your marketing scheme. For digital marketers in the 21st century, the biggest problem many face is connecting the dots between offline interactions and online conversions.

Arguably the biggest channel overlooked by businesses in various industries is the telephone. Whether landline or mobile, businesses have overlooked calls from customers in favor of online purchases, lead forms, and other solely digital interactions. However, ignoring the phone can result in lackluster personalization that actually hampers your digital marketing efforts. Rather than continuing to ignore the phone, learn to embrace it as a part of your personalization efforts for target consumers.

Consumers are Still Calling

It’s hard to imagine why businesses have abandoned the telephone in modern marketing. BIA/Kelsey reported by 2019 consumers would place 162 billion calls to business from smartphones. Mobile advertising has taken off, and the vast majority of consumers are now interacting with brands through a mobile device. While smartphones are often first thought of as Internet-enabled devices, they are still at their core devices used to make a direct connection. Think with Google states that “70% of mobile searchers have used click to call to connect with a business directly from the search engine results page.

Closing the Offline-Online Gap

Click-to-call technology is the key to helping businesses close the gap between the offline behaviors of customers and their online conversions. Forrester reports, “ads that prompt customers to initiate a phone call see higher engagement“, making calls more valuable than clicks. An individual that places a call or uses the click-to-call feature is in the mood to purchase, and “those who initiate an inbound call spend an average of 28% more.” Phone calls help connect that online or offline behavior with an action. Miles of distance or pages of web content can’t keep your sales team separated from a customers that opts to call with questions, to set an appointment, or complete a purchase.

Enhance Personalization with Data

Phone calls are critical to modern digital marketing because, like other online behavior, phone calls deliver a treasure trove of data. Marketers rely on analytics to make data-driven decisions to current marketing campaigns and to learn how to optimize future rollouts. Phone calls deliver a variety of useful analytics that can help you target your customers better in the future. Examples include:

  • Geographic data: Where are the majority of your calls originating from? Are these consumers delivering higher conversion rates?
  • Timing of calls: Is there a particular time of day that your ads generate more calls compared to other blocks of time?
  • Duration of calls: How much time do you really need on the phone to convert customers?
  • Conversion data: Which channel, campaign and/or ad drove the consumer to call?
  • Customer journey: At which stage of the journey did the consumer call?
  • Caller History: How many times have they called you before and was it a good call?
  • Capitalize with Expert Call Tracking Software

The phone is far from a dead medium. Businesses ranging from insurance firms to travel agents, hospitality companies, and even retail rely on phone calls to drive conversions and generate revenue. Our call tracking capabilities can help you analyze the data in each call so you better understand how your ads are resonating with consumers, what is making them pick up the phone to call, and how you can tweak your campaigns to continue driving more calls in the future. This might be the digital age, but the telephone still has a vital role to play in marketing. Discover how the missing link can help your business by contacting us today or creating your free account here!

 

The Importance of A/B Testing and Analytics for Marketers

December 7, 2017 | Marija Sekularac

There’s a centuries old philosophical question that asks “if a tree falls in the woods and no one is around to hear it, does it make a sound?” We’re not here to discuss physics or quantum theories, but this does serve as an appropriate opening to discuss analytics in digital marketing. If digital marketers deploy ad campaigns without analytics, how will they know what worked and didn’t work? Modern, digital consumers leave a trail of digital breadcrumbs for marketers to follow and analyze along the path to purchase.

However, Forbes cites its own Insights Report, as well as work from ITSMA and Vision Edge Marketing, showing two startling statistics. First, only 22% of marketers have successful, data-driven initiatives delivering viable results. Second, 74% of marketers can’t even measure or report on the impact of their campaigns to the business’s bottom line.

As a digital marketer, if you’re going to make data-driven decisions you need analytics to deliver those data points. A/B testing will help you determine which channels are operating at peak efficiency.

30 Seconds for A/B Testing

Also known as split-testing, A/B testing is a method of experimentation involving your marketing campaigns. You develop two different types of campaigns or variations (Ad A, Ad B). Run those ads to see which one generates more interactions and conversions with your target consumers. The overarching goal is to determine which ad type/content language/marketing vertical is performing the best in your campaign. This alone gives you a strong starting point to make data-driven marketing decisions. Right away you have data to prove A is better than B, or vice versa. Unfortunately, only 44% of companies use any form of A/B testing software to test varying ad types or marketing channels.

Benefits of A/B Testing

A/B testing generates data that is used to make informed, data-driven decisions when proceeding with marketing campaigns. Here’s a list of just three benefits (there are more) to using A/B testing in digital marketing:

  • Improve Content Engagement: Compare two versions of an ad, article, or landing page, you have the ability to see which one generates more engagement. Getting data on consumer preferences, enabling you to take A/B testing results and deliver a higher quality in the final version.
  • Increased Conversion Rates: A/B testing offers two forms for consumers to view. The one that generates more conversions is the one you’ll eventually enhance further in other campaigns. Correct adjustments based upon initial A/B testing can help boost conversion rates up to 300%
  • Bigger Conversion Values: Today A/B testing can be used on low-end products/services to refine lead pages or ad funnels. Tomorrow, that refined format can be A/B tested again for high-end products to increase conversions. This means even greater revenue increases.

A/B Testing is Great, and It’s Important For Phone Calls Too

If A/B testing is the engine in your digital marketing vehicle, analytics is the supercomputer in the dashboard. A/B testing will get you the data you need, but it’s up to you to implement it properly to improve marketing efforts. You can use those analytics to determine which of your marketing channels are working, and which ones are failing. This is arguably the primary benefit of data-driven marketing. Analytics improve your vision as a marketer and better understand the target consumers you’re hoping to reach. Analytics deliver the data you need to see across marketing channels and track consumers as they weave through desktop searches, mobile app interaction, and social media engagement.

A critical piece in the bridge between online and offline is phone calls. Analytics track a phone call back to the specific ad, campaign, or social media interaction that initiated the phone call. When those calls generate revenue for the business, you’ll know which campaigns are delivering the best ROI for your marketing spend. Retreaver understands the importance of A/B testing and the value of analytics. We make tracking and attribution of calls easier, so you can make more data-driven decisions.

Want to know which campaigns or channels drove your company revenue?  Sign up for free today, and find out!

A Look at Why Digital is Influencing Purchasing Behavior

November 28, 2017 | Marija Sekularac

Today’s consumers make purchasing decisions with different logic and influences in mind. Gone are the days of effective TV ads where a loud, booming voice screams inane details of a product at viewers. Consumers in the 21st century are highly influenced by the tech toys in their hands, pockets, and purses. Smartphones, as well as tablets, provide a strong digital influence on purchasing behavior among consumers.

Consider Deloitte’s look at digital influence in the retail sector. It found that 64 cents of every dollar spent in retail locations at the end of 2015 were influenced by digital. That’s equivalent to $2.2 trillion. Digital influences aren’t just occurring before the store either. Deloitte found that consumers using digital inside stores convert at a 20% higher rate. Perhaps most important of all, 76% of consumers interact with a brand or product before even setting foot in a store.

Now more than ever, marketers need to understand how digital is influencing purchasing behavior and react in kind with omni-channel marketing that bridges that divide. While digital marketers are adapting, there’s one area in which many fall short: inbound calls.

What is Omni-Channel Marketing?

Before moving on, let’s quickly review omni-channel marketing. Simply put, omni-channel marketing refers to the need to offer consumers a seamless experience when interacting with a brand or product. Consumers can engage a brand or product from a desktop at home, using a dedicated mobile app, or via a social media account on their tablet while they are in bed. Each individual piece in this puzzle needs to be consistent and complementary.

The Tripping Point

As alluded to earlier, the tripping point for many marketers comes in the form of inbound phone calls. This is the ultimate example of offline-to-online conversions, and vice-versa. For many consumers, the vast majority of their research and decision-making process can take place online without any need to interact with a representative of a given brand or product. When it comes to getting answers though, consumers don’t like to settle for lead forms and waiting on an email response.

This is particularly true of larger purchases. If someone is investing a lot of money in a product or service, they want to be sure. And the best way to be sure is to speak with someone directly on the phone. Consumers want to make these phone calls. They need to make these phone calls to complete their purchase in many cases. Google has the raw facts and figures:

    • 70% of mobile searchers have used click-to-call to connect with a business directly
    • 61% state that click-to-call is the most important step in the purchase phase of shopping
    • 47% say a business without a phone number associated to ads is one they’ll skip over

Unfortunately, for many marketers this proves to be a hurdle too high to overcome. Tracking inbound calls is vital in making a connection between online and offline paths in the purchasing process. At Retreaver though, we understand the influence of digital on purchasing behavior, and we can help your business to better track these inbound calls.

Call Tracking with Retreaver

Our call-tracking software allows your brand to track the exact start point of every phone call it receives. You can break down the data by the channel the call originated from, the specific marketing campaign, or even the exact ad that convinced a consumer to call. With Retreaver, you can:

    • Tag individual callers
    • Use individual caller data to route the call to the right department/agent

Digital interactions are vital influencers in the purchasing behavior of 21st century consumers. You don’t have to let phone calls fall through the cracks in your marketing analytics. With Retreaver, you’ll seamlessly bridge that divide and provide a better experience for your consumers from start to finish. Visit Retreaver to learn more about inbound call tracking!

Why Call Intelligence is Important for Marketers

November 11, 2017 | Marija Sekularac

Hitting the phones is one of the biggest ways to drive business. 5 billion people in the world have a mobile phone – that’s two-thirds of the people on the planet – and most of them like to talk. “Customers have been found to respond better to the human touch than to some other form such as digital marketing,” explains Call Center Outsourcing Consultant Russell Meisman. “Sixty-eight percent of B2B sales were found to involve some form of human interaction such as telemarketing.” However, Meisman is quick to note that it also takes an average of 80 calls to make a breakthrough.

What if you can skew the odds in your favor just a bit more? You can use call intelligence – data gathered from previous phone calls. This data will allow you to personalize the buyer experience for repeat calls and identify more qualified leads. This strategy can improve your paid campaigns, help you attract new customers and give your teams an edge in closing deals. In other words, understanding call intelligence can help you drive revenue.

Here’s why call intelligence is important for marketers:

Call Tracking

The first opportunity that call intelligence affords marketers is analyzing effectiveness through call tracking. This technology can look at the pages your would-be customers looked at before they call you, the ads on which they clicked and the sites they visited. That information is then paired with the subject of the call and its outcome. Marketers can use this information to see exactly where their marketing efforts are driving interests.  Along with information on which ads get the most clicks and what characteristics those ads share.

Revenue Drivers

Call tracking and call intelligence can also help to identify revenue drivers. The technology is perfect for measuring how successful the campaigns are. Data will identify which campaign drove the most sales and which products or services get the most traction. If a particular product line is disproportionately responsible for phone call volume, it might be an area in which your company should further develop. A revenue driver with the opportunity for business expansion or create media to answer common questions. 

Relative Performance

National campaigns can be tracked and allocated to various branches or a small company that needs to understand their customer journey. Call tracking helps your marketing department accomplish those things. It can illustrate the source of calls so you can clearly see what made a person pick up the phone. For instance, was it the ad for which you paid $1 per click or a blog post with your contact information that went viral? You can also see whether your marketing campaigns had a direct impact. Companies may find that the bulk of their business comes from prospecting and inbound sources as opposed to cold calling.  Other companies will experience the reverse. Call intelligence helps you track relative performance. In turn, marketers can use the information to develop better, more effective campaigns – earning you more revenue in return.

Call intelligence is a valuable tool for growing your business. It clarifies which efforts are producing the biggest impact and which are earning you a poor return on investment (ROI). Get your free trial with Retreaver and help your company generate more qualified leads and better serve those people who do call in.

Are bad caller experiences costing you?

November 3, 2017 | Marija Sekularac

Are bad caller experiences costing your company money? For many businesses this just is not an option. However, it’s very common. In today’s digitally connected world, consumers form their opinions about companies from the small bits of communication they have with the company. Phone calls are one of them. Just one negative experience creates a bad first impression and a lasting poor reputation. But, there are steps you can take to minimize it. It starts with understanding what’s happening on the phone.

What’s happening on those calls?

Organizations need to have a way to manage caller experiences. When mistakes are made here, it costs companies money. You cannot spend a lot of time on the phone listening to your customer service reps. And you do not have the funds to hire someone to manage them. You don’t have to take that step, though. With the investment in tools such as call tracking, it is possible to reduce much of this unknown factor.

When you use call tracking and call routing tools, you streamline the way people communicate and you track them. It gives you an inside look at the customer journey. Without a tool like this, there is no way to know why your customer didn’t come back for a second purchase or wrote that poor review. It’s common that companies will never hear from the customers that are more likely to be loyal but have a bad experience and never return. Yet, with all tracking software, your customer experience becomes clear and easily tracked.

You can see when poor experiences are impacting your customers.

Was the representative too harsh?

Did they not communicate key information?

Did they fail to gather information that can help you avoid future instances like this?

All of this contributes not only to improving customer service but also to building your business and creating repeat, loyal customers.

What happens when you manage the caller journey?

Information is invaluable to companies. With the use of call tracking, it becomes possible to look inside the caller journey so that you can make changes going forward. Here are some ways this can directly impact your company’s profitability.

  1. You can track marketing campaigns more effectively. And, you can do this throughout all channels. You know why someone is calling, how they made the decision to call, and what marketing efforts led them to that point.
  2. You can monitor not just where they come from but also where they are going. For example, you can determine how many people call and then end up purchasing after a good customer experience. How many don’t?
  3. You can provide more personalized customer service to your clients. This can help to increase your brand awareness and help your business to scale. It is all about providing personalized attention to consumers. Providing this level of interaction helps you build a better brand image.
  4. You can train your sales agents more effectively. This includes retraining those that may be making mistakes and tapping into calls to use for training of new employees. You can use the data points from these calls to give you an idea of what your employees need from you.

These are just a handful of the ways you can enhance the caller journey with an effective call tracking system in place. Not implementing this will cost you customers and money because there is no other way to know why your customers are not purchasing. An inexpensive, highly effective tool like this boosts customer experience and gives your company the support it needs to grow and compete on a more efficient level.  To get started today, visit try.retreaver.com!