What is software that tracks incoming calls?
Inbound call tracking software traces phone calls back to where they came from. By giving ads, places on a website, pay-per-click campaigns, and keywords different local and 1-800 numbers, businesses can keep track of which sources bring in the most calls. Also, products often have advanced call routing and interactive voice response systems to help qualify leads and give more detailed reports. Most of the time, marketing teams use inbound call tracking products to get a better idea of how successful their marketing campaigns are. Inbound call tracking tools work with digital analytics and digital advertising tools to include offline conversions in overall funnels. They also connect with CRM software so that leads can be tracked and logged successfully.
For a product to be part of the Inbound Call Tracking category, it must:
- Make up different advertising campaigns with different numbers.
- Track from which campaign each call comes based on its unique number.
Compare software that tracks incoming calls
User Satisfaction Tracking for Incoming Calls
“Has the product been a good business partner?”, “Performance and Reliability,” “Conversation Intelligence,” and “Privacy, Security, and Compliance” are the top four things that make users happy with Inbound Call Tracking products. An algorithm picks the attributes that are most likely to predict user satisfaction in this category based on how they work.
More information about call tracking
Inbound call tracking software can be used to solve a wide range of business problems that marketing and sales teams often face. With inbound call tracking software, incoming phone calls can be traced back to where they came from. This lets businesses find out which sources are bringing in the most calls. This is helpful for marketing teams because these systems give them more information about which ads and campaigns work and which don’t. Inbound call tracking software often has call routing and interactive voice response (IVR) systems that help qualify leads and give managers detailed reports.
Key Advantages of Software That Tracks Incoming Calls
- Keeps track of where phone leads come from
- Reports on the effectiveness of both offline and online advertising campaigns that lead to offline sales.
- Builds a more complete picture of how customers find your brand and how they talk to your business.
- Optimizes conversions to make a marketing strategy that is stronger and more effective.
Why Use Inbound Call Tracking Software?
There are some businesses that don’t need to worry about tracking incoming calls. For example, family-owned retail stores might not get enough calls to justify this kind of solution. If you run a business that gets a lot of incoming calls, especially from marketing efforts, these software solutions could help you learn more about your customers and make improvements across your whole organization, such as a better sales approach and more closed deals.
In their reviews of G2, users said that accurate call tracking, budgeting, and reporting and forecasting were the three biggest business problems that inbound call tracking software helped them solve.
Accuracy of call tracking—It is important for many marketing and sales processes to be able to track where calls come from. Information from inbound call tracking software is used to figure out how good prospects and leads are. Because the accuracy of lead quality depends on how well the information is stored, it’s easy to see why using inbound call tracking software is a good idea.
Reviewers said over and over that inbound call tracking software helps accurately show where calls come from, making it easier for marketing and sales teams to keep track of leads and sales. This also includes automated call routing, call recording, and interactive voice response (IVR) systems, all of which help qualify leads and figure out their value.
Budgeting: Figuring out how well marketing and advertising campaigns work can help a business save money and grow. Knowing what is working and what isn’t can help advertising and marketing teams decide how to spend their money on ads and marketing.
From a budgeting point of view, users see the value of inbound call tracking because the software can show how marketing dollars affect possible prospects and leads. Companies can get a full picture of how both offline and online campaigns lead to conversions with the help of these reporting tools.
Reporting and predicting: Many inbound call tracking tools use dynamic number insertion (DNI) to make tracking more accurate and precise. During this process, a campaign number is automatically added to an online ad that is currently running or anywhere on a website where a phone number appears. This lets businesses find out who has been to their site and when.
Reviewers say that features like DNIs help them report on where leads come from and predict how well future campaigns will work. This helps marketers and salespeople zero in on prospects with high values, which can lead to more engagement and more sales in the long run.
With inbound call tracking software, incoming phone calls can be traced back to where they came from, so businesses can keep track of these sources. This helps marketing teams because it gives them more information about which ads and campaigns work. In turn, this makes it easier to set ad budgets, raise brand awareness, and qualify leads.
Some of the other benefits of software that tracks incoming calls are:
- Putting together a better marketing plan
- Increasing ROI and lowering the cost per lead (CPL)
- Keeping leads in CRM software so that they are easy to find
- Making sure things are right and getting people involved
Who Uses Inbound Call Tracking Software?
Call tracking solution providers often specialize in different kinds of phone needs and make other features and functions that users find useful. Some of these features are call routing, call answering pools, interactive voice response (IVR), autodialers, and call recording. Such features can help sales and marketing efforts a lot. After a campaign, like an inbound marketing campaign, goes live, a tracking platform can help analyze the resulting customer phone calls, provide detailed tracking data, and watch the campaign’s lifecycle to figure out conversion rates and the effectiveness of different ads and marketing channels. These analyses can help a lot when it comes to improving your company’s overall marketing strategy. They can also help you pass on the best leads to your sales team so they can build relationships with customers and bring in more money.
Contact centers and customer service agents can also use these platforms to supplement their contact center infrastructure software and expand the capabilities of the company’s inbound call center. In addition to improving call data and streamlining workflows, users can stay in touch with sales or marketing teams about customer opportunities, feedback, and valuable insights gained from phone calls.
Inbound Call Tracking Software Features
Call tracking solution providers focus on different kinds of phone needs and make features and functions that users may find useful. These include call recording, call answering pools, call routing for incoming calls, interactive voice response (IVR), and autodialers. Find out how a better, more automated phone system for interacting with customers could help your business, then find out which vendors offer the features you need. Once you know what the benefits and must-haves are, you can decide if an inbound call tracking solution is worth the money. The best way to learn about all of a platform’s features is to go to the vendor’s website, get in touch with them, or schedule a demo.
Here are a few big parts you might run into and how they might help your business.
Analytics: Because these apps offer real-time reporting, every phone call can be a source of information that can help your marketing efforts. If a potential customer calls your business because of one of your ads or calls-to-action (CTA), these platforms will tell you a lot more than just the phone numbers of your calls. You can find out, for example, if the potential customer saw your ad on social media or somewhere else. You can get information about location, referral sources, and, over time, how effective your marketing strategy and phone calls are from many different points of view. Each tool in this category has a different set of features and may put more weight on some analytics than others. Do your research if you’re looking for an inbound tracking solution for your team based on its goals or needs.
Dynamic number insertion (DNI): Many call tracking companies offer DNI as a way to track calls in a more accurate and detailed way. DNI lets companies find out where a visitor came from even after they’ve looked into the company on their website. For this level of accuracy, talk to vendors about whether they offer DNI and how your company will need to implement it.
Agency packages—Many marketing agencies relicense call tracking software for their clients, so call tracking vendors usually offer agency packages with group registration rates and centralized customer portals. If you work for a company and are looking for software, keep an eye out for these deals. If you work for an in-house marketing team, be aware that some vendors target agencies more than other businesses as potential customers. This means that you may get better rates and service from a vendor who has worked with in-house marketing teams in the past.
Integrations of digital advertising — Call tracking can be used to track conversions from many different sources, such as billboards, flyers, events, and TV commercials. But one common use of call tracking is to figure out which online sources lead to offline sales. For this, an active integration with digital advertising software makes it easy to give DNI numbers to campaigns and report on all sources and types of conversion. This could mean keeping track of different campaigns as well as specific search keywords. The ability to do each of these things will vary from product to product.
Extra features for tracking incoming calls
Interactive voice response (IVR) — Interactive voice response (IVR) makes it easier for callers to get where they want to go by giving them a menu of options that can be activated by voice commands as well as by dialing a number.
Click-to-call is a type of communication where voice conversations are started by clicking on a link or filling out a web form. This is especially clear when it comes to mobile search and mobile advertising. These conversations need to be kept track of in a good way. Inbound call tracking tools can help set up click-to-call conversations, receive them, and analyze them.