With the availability of modern cellphones and personal computers, as well as ubiquitous Wi-Fi connections, potential and/or current customers are frequently expected to research goods and services online. Even though it may come as a surprise, many customers still choose to call a company’s phone number rather than completing lengthy online forms or participating in live chats.
Call tracking may be a highly useful tool for small businesses, as it can help them examine their performance and find opportunities based on the phone calls they receive. I am aware of this since, in order to maximize clients’ marketing expenditures and support the expansion of their businesses, my firm employs a distinctive marketing approach that works in tandem with client calls.
Call tracking – what is it?
Call tracking is a technique for monitoring which marketing initiatives are resulting in calls and piqueing consumers’ interest. You can use this information to determine which marketing tactics are successful and to plan your upcoming advertising budget. Call tracking also collects pertinent caller data that you can use for marketing and customer service initiatives. Small businesses can use call tracking to make informed, data-driven marketing decisions.
How does it function?
There are two main components to how call tracking functions:
- Configure call recording.
You will be presented with the option of choosing between a toll-free number and a local number when call tracking is set up for your company. You will also choose whether you want the calls redirected to your home or office, the sales department of your business, a third-party answering service, or even your cell. The marketing initiative or source you want to track—such as Google Ads, Facebook Ads, offline advertisements, newsletters, etc.—will then be matched with your phone tracking number.
- Compile and evaluate data.
When a potential customer dials your number, the call will pass through a private phone network that will track and monitor it. The origin, date, duration, and whether the call was answered are all significant pieces of call information that will be gathered. Additionally, caller data will be made available, such as the caller’s full name, address, previous purchases, etc. Call monitoring will, most crucially, reveal which marketing initiative led the potential client to call.
What are the benefits of call tracking for small businesses?
A few of the explanations for why call tracking is crucial for small enterprises are as follows:
Analyze marketing ROI and make it better.
Using call tracking, businesses can find out which keywords, adverts, or marketing initiatives effectively draw in new clients. Knowing the marketing tactics that are beneficial for your company will allow you to concentrate your budget and efforts on enhancing successful campaigns, increasing conversions and ROI for your company.
No more missed phone calls.
Customers may be disappointed when their calls go unanswered because of congested lines. Every time a call is lost, call tracking immediately notifies the user via email or voicemail. Once call agents are available, this will enable them to act right away.
Boost conversion rates and recoup lost lead generation.
Accurate conversion data are offered by call tracking. Since you’ll be using a distinct phone number, you can track the call’s origin to a particular campaign. In order to fully assess a lost lead, including the product or service the caller was interested in and their worries, call tracking also allows you to record phone calls. Using this data, you can design emails or retargeting ads that respond to their questions.
Enhance the experience for customers.
You may identify your target market and learn how to pique their interest with call tracking. Contact tracking will give the customer service agent crucial caller information when they call so they may customise their conversation with them.
By scrutinizing your sales procedures, you can comprehend the consumer journey.
You can gain a thorough grasp of your sales procedures and, eventually, the experiences your clients have when they call your business by employing call tracking. Call tracking gives you information about:
- The times of the week when you get the most e-mails.
- When customers phone your company during the day.
- The call handling skills of your team members.
- The phone operator.
- If your call handlers are effective or need additional training.
- If you make appointments from leads (and how often).
- The caller’s purpose.
Boost the call-handling abilities of your staff.
You may record both incoming and outgoing calls using call tracking. You can assess the performance of your employees during phone talks with clients by listening to recorded calls. You can evaluate their adherence to the company’s call prompts or scripts, how well they manage reservations, how well they employ sales strategies, and more. You can determine which call takers require further instruction.
Obtain thorough caller details.
You can use detailed caller information you obtain from call tracking for marketing, customer service, and quality control needs. You can get the following caller information:
- The caller’s first and last names.
- The caller’s location in the world.
- The campaign they are requesting.
- Whether this is a first-time or returning caller.
- The call’s duration and caliber.
- The call’s justification.
- The caller’s previous purchases.
Find unexplored geographical areas.
Small businesses can find possibilities and grow their business by using call tracking as a tool. You can see the location information of callers to your business when you track calls. You will learn where the majority of your callers are coming from, and you may utilize this knowledge to create new marketing efforts.
Be more effective while making calls during busy times.
You can determine when potential clients call your business the most by tracking calls. With this knowledge, you may effectively schedule your staff’s hours so that you can answer all calls during the busiest times.
Small businesses can gain a lot of advantages from the straightforward yet quite effective procedure of call tracking. You’ll be better able to comprehend your clients and choose the right marketing tactics for your business.