With that in mind, we recently co-hosted a webinar with Ingage and Kohler Senior Sales Executive, Neil Jochman, to discuss how Kohler uses data to optimize business strategies and monitor customer interactions. This post will focus on how Kohler used customer analtyics data from CallFinder to uncover and respond to customer concerns about COVID…. Read more »
So if you’re curious about our call tracking solution and how it can benefit your business, you’ve come to the right place!
Here are the top 10 Frequently Asked Questions (and answers) about call tracking from 800response.
Yes! Call tracking numbers provide access to a wealth of information on every inbound call. Caller location, call duration, time of the call, caller addresses and demographics, and which ad campaign prompted the call are just some of the data points you can access through one of our tracking numbers. … Read more »
Not surprisingly, your customers are your best resource for attracting new business. It’s more important than ever for companies to understand and connect with their clientele. Why?
Because it’s easier to attract and retain customers who feel that the company cares about them as people, and not just as consumers. And businesses can take a variety of approaches to get that message across. In this post, we’ll discuss a few simple methods for attracting new customers, even in a pandemic…. Read more »
Why? Because marketers often forget that the experience their customers have with their products, services, and their brand can provide everything they need to create valuable ad campaigns. But it doesn’t end at the planning stage.
Your customers provide the key ingredients to success throughout the life of your campaigns. Here are the basic building blocks of PPC advertising campaigns, and how customer insights can inform them.
Determining your target audience should be the first step when creating ad campaigns. But this step is often skipped because advertisers tend to assume they know their target audience before doing any research. … Read more »
Recently, we discussed call tracking metrics, and which ones you should be using in your campaigns. For many marketing managers (or VPs of Marketing, Marketing Directors, etc), any insight into what will ultimately be a successful marketing/advertising/promotions campaign is critical. Now it’s time to get a little more granular with the planning stage.
Call volume trends and consumer profiles can provide useful insights if you know what to look for. Here are a few trends to watch and how they can help you improve marketing campaigns:… Read more »
Employee-customer interactions are a key part of a business’s success, particularly over-the-phone interactions. These conversations can have a profound impact on the customer experience. That’s why many businesses use call recording and speech analytics tools to enhance quality management.
But how a person says something can be just as important as what was said in the conversation. Many of us have heard someone say one thing, but the person’s tone of voice indicated something entirely different. That’s why analyzing customer tone during phone conversations is a crucial part of creating an exceptional customer experience. A sentiment analytics solution helps improve quality management in the following ways: … Read more »
Of course, even in normal circumstances, almost everyone has had a bad customer service experience. It’s bad enough when it happens then. But it’s especially bad for businesses already struggling, especially when people have more time on their hands to share bad reviews online. Fortunately, there are ways to ensure that customer service departments consistently provide excellent service to callers. Here are some common stumbling blocks, and their solutions.
Long wait times are arguably one of the biggest complaints from callers. Studies show that callers will hang up after a certain amount of time. What’s worse is that an already angry caller will either hang up and call back even angrier, or hang up and never call again. Without a way to retrieve missed calls, businesses will lose customers and potentially, new revenue…. Read more »
800response has helped our customers meet these challenges using the call routing services that we have offered for years. From rerouting calls to remote agents to anticipating customer concerns, we’re helping businesses like yours adjust to the shifting landscape of COVID-19.
Here are three ways call routing can work for you while you and your employees work from home.
While there are various advanced routing tools to direct your incoming calls to different store locations, you can also route them to other locations in any manner you choose. You can have the call ring to the agents in a round-robin fashion, route all calls to ring to a single agent, or prompt callers with a message that allows them to select the right person for the call. So rather than changing your tracking numbers, you just have to decide how you want to reroute those calls…. Read more »
Speech to text transcription converts audio to text so that managers can quickly scan the calls instead of listening to the entire recording. Searchable call transcriptions make it even easier to monitor calls for quality. Managers can search all calls for specific words and phrases within a determined date range. This is far more accurate and efficient than manual call monitoring. … Read more »
Understanding which generations respond to a certain medium helps businesses market to different generations. IF you read our previous post on marketing to different generations, you learned what types of media Baby Boomers and Generation Xers respond to the most. In this post, we cover Millenials and Generation Z.
The Millennial generation was born between 1981 and 1996, and is currently the largest generation, with 80 billion people having $170 million in purchasing power. Yet Millennials are also considered the hardest generation to market to by many businesses, as they were the first generation to completely adopt the internet, giving them both a shorter attention span and the desire for a more personalized experience from advertisers…. Read more »