One essential tool that every business needs is call tracking.
Expert call tracking software can provide many benefits, which not only increase your lead and sales generation, but can significantly improve your return on investment (ROI). The fantastic features can also help you create tailored marketing strategies.
Read on to find out the top five benefits of call tracking, and how this software can help your business.
- Tailored marketing strategies
The features of call tracking software can help you create a detailed journey map for each of your customer personas, tracking every touchpoint visited before, during, and after a phone call.
Mapping the entire journey reveals which touchpoints are receiving the most customer engagement, and those that are generating the most leads and conversions. This can then help you tailor your marketing strategies to magnify the rate of interaction at specific touchpoints.
For instance, should the relevant report show that customers are engaging most with social media touchpoints before converting, your business can drive more into this area to increase the number of customers drawn in.
- Clearer understanding of customer needs
Call tracking can also help you understand your customers’ needs, and ensure they are both recognised and met.
Using the reports from your call tracking software, you can gain insight into the most commonly used devices, and reveal the needs of your customers. For example, a higher rate of conversion from mobiles might show a need for simple and versatile access to your website.
On top of this, call tracking software offers speech analytics, which not only records and transcribes every call, but picks up any vital and relevant keywords mentioned in the conversation. This will allow you to notice the main queries and needs of your customers, and the nature of the conversations.
When you use these features to identify customer needs, you can ensure your business is sufficiently satisfying them.
- Improved communication
Communication with your business is a huge component of customer experiences. With call tracking’s speech analytics, this can be massively refined to satisfy your customers.
By recording and transcribing the calls, as well as highlighting important keywords, you’ll be able to analyse the quality of the conversation. This includes the purpose of the customer’s call, how well the call was handled, and whether the resolution was satisfactory.
This will allow you to make the relevant changes in the quality of your calls. For instance, you might find that many customers are left without a clear answer to their queries after a call.
Once you begin to refine your customer communication, not only will your business reputation shine brighter, but your customers might be more inclined to convert.
- Increased customer trust
Customer trust is key to your business’ success.
By using features of the call tracking software to examine the main areas of engagement, and thoroughly analysing phone conversations with speech analytics, you’ll gain a more vivid picture of your customer’s needs and concerns.
In response, you can make sure your core business values are boldly displayed in every area of your business, from the manner in which you communicate with customers down to the content of your marketing strategies.
This way, customers will clearly see that every concern or need they have is adequately addressed by your company.
As a result, they will not only become a loyal customer, but they will also spread your business’ professional reputation to other prospects.
- Perfect for every business
Call tracking, and its huge array of benefits, can be useful to every type of business.
Regardless of your industry or sector, the ways customers are engaged, communicated with, and persuaded, are pivotal.
Through the many benefits mentioned above, you can see clearly how call tracking is one of the most effective and efficient ways of achieving this.
Whether you’re a marketing agency, care home, or automotive company, call tracking is the perfect tool for your business.
