According to results from an Edison Research and Arbitron study. heavy usage of one of the top 3 media (by reach) does not necessarily mean that less (than average) time is spent with the other media. Heavy internet users (4+ hours per day) report spending more than 7 hours per day on the internet, but the amount of time they spend watching TV (3:35 vs. 3:33) and listening to the radio (2:07 vs. 2:04) is on par with the general population…. Read more »
Advertising your business can be extremely costly, yet, the most important aspect of your budget. Without advertising the public would not know about your business and what you have to offer. Without customers there is simply no business. Advertising can also be hit and miss. There aren’t any guarantees that the dollars spent on advertising will bring in customers. The key to successful advertising is targeting the right audience. The solution to finding the right customer base is by performing a customer service analysis…. Read more »
As a business owner, have you ever contemplated the historical path of toll-free numbers? Probably not, who would – it’s a marketing and business tool that has been around since the 1960’s, and one that we all take for granted at this point in the evolution of business.
But, without toll-free numbers, where would we be?
We wouldn’t have call centers and contact centers. We wouldn’t have amazing customer service stories the likes of what we hear from Amazon or Zappos. Those success stories would be hard to replicate over Twitter or Facebook, business tools that are inherently impersonal since the entire interaction is with a computer, not a person…. Read more »
As a successful business owner, you already understand the value of advertising. After all, how is your customer going to find you if they don’t know you exist? So, there are many ways to get your message out there and make your potential customers aware of your existence. However, the savvy business owner is the one who further understands how that advertising results in the most desirable return on investment (ROI). Therefore, the need arises to increase advertising response rates as much as possible…. Read more »
This is a question being asked by any business owner or manager worth his/her salt. Fortunately, as technology improves so does the ability to accomplish this, especially technology concerning call centers.
The single biggest way that call center technology can improve the ROI for your business is with call recording, and it actually accomplishes this in three ways:
At 800response, our services include a sophisticated Call Routing platform, Real-time Call Tracking reports, and Call Monitoring services like Call Recording, CallFinder,® Speech Analytics, and Missed Call Monitor…. Read more »
As a follow up to yesterday’s post, we wanted to share when it is best to use which type of phone number, as they all have their strengths.
Something to consider, when choosing which type of phone number to use in advertising strategies, is what type of media is being used in the campaign; radio, television, outdoor, print, or digital.
For broadcast media, like radio advertising, and for outdoor media like highway billboards, both of which are fleeting and “in the moment,” it is important to use a phone number that will be easy to remember at a later date, and which does not need to be written down. This is where a vanity 800 number will work best…. Read more »
The phone is the original direct response method and one that is still very much alive today. A recent study conducted by American Express Co. finds that 90% of respondents said they still want their inquiries handled by live representatives over the telephone. And, a BIA/Kelsey & Constat Local Commerce Monitor Wave study found that 65% of businesses rate phone calls as their highest quality lead source.
US consumers prefer to resolve their customers service issues using the telephone (90%), face to face (75%), company website or email (67%), online chat (47%), text message (22%), social networking site (22%) – Source: American Express 2011 Global Customer Service Barometer… Read more »
If given a choice between a company that has an easy to remember phone number and one that needed to be looked up, most consumers will go with the company that uses 800 vanity numbers.
If given some thought, it’s a lot easier to remember 1-800-MY-PIZZA than it is to remember 1-800-697-4992. That may sound like an easy number to remember but if someone is wanting to order a pizza the number may be on the tip of their tongue but they just can’t remember. So, they call 1-800-MY-PIZZA instead…. Read more »
One of the most important aspects of good customer service is demonstrating to the customer that you’re putting their needs first. Vanity telephone numbers offer you the chance to do that before the customer even contacts your business. Using a telephone number that the customer can easily remember increases the chance that they will pick up the phone and call you. But it also shows them that you care enough about serving them to give them an easy number to remember…. Read more »
This is an interesting use-case of an automotive dealer who is successful at using a vanity number to bring in more calls from his TV ad campaigns, and then reviews the recorded calls using speech analytics technology to identify areas where they need improvement; what are callers looking for, how many calls do they get related to financing, what percent of their inbound calls are due to customer complaints, and what pricing strategies are their competitors using to lure customers…. Read more »