Businesses with high call volumes can often lose track of who called and where the call came from. And so, if your business does not have an organized way to handle incoming calls, you may end up missing out on some very important clients. Call tracking can help you control, distribute, and track incoming calls so that your agents are not overwhelmed, leaving less room for error. And you can make use of the added bonus of combining this tool with your marketing strategies to better target your ideal audiences.
Call Tracking: An Effective Tool for Call Management
Companies are gradually shifting to digital content management and marketing in a variety of ways. Digital marketing pays attention to where ideal customers search for information and shop for products, and then target them there. And so, website, email, and social media marketing have become increasingly important. Additionally, these services and tools can gather and collect data to be analyzed and used in the enterprise’s benefit. Call tracking works in the same vein. It collects information about your customers to better serve them and convert calls into sales.
Streamline Marketing Efforts
Now, call tracking, basically, will help you identify where customers are calling from. From this, you can understand areas where your marketing efforts are being successful. You can also improve marketing ROI in spaces that need more work. With call tracking, you can look at what keywords, advertising platforms, and more are better targeting customers.
You can also use this tool for conducting market research and learn more about your customers’ preferences, geographical locations, etc. And also test new locations to see how your product does in new markets. Tracking phone leads is crucial to ensure your marketing and sales tactics work well.
How Can You Track Calls Made To Your Company?
Calls can be tracked in a variety of ways. However, you need to find one that fits your budget and that does not take too much of your employees’ time. Track manually by having your reps conduct surveys or ask customers where they are calling. Investing in tracking software is also a popular choice. Or, you could get virtual numbers from your phone service provider and spread them across different advertising platforms.
Call tracking software can be expensive, so research thoroughly to find one that is suitable for your purposes. And manually taking surveys may take up more time than you desire. Virtual numbers, on the other hand, do a bit of both. Therefore, they help with organizing and controlling incoming calls while also letting you keep tabs on where the calls are coming from.
Virtual numbers are growing increasingly popular because they are cheaper than traditional phone lines. Instead of routing calls through traditional lines, they work over the internet. And so, all you need to make and answer calls is a good internet connection. This makes them a good choice for businesses with international clientele or those looking to enter global markets. But the best part is that you can get multiple numbers and advertise them on different platforms.
You can also get a toll free number for your website that allows your customers to call you for free. Or, you can get a local number with the area code for the city or state you want to reach and advertise it in local directories or billboards. Then, you can have another number for social media accounts and posts. This way, you can tell where your customers are dialing from. Furthermore, you can identify areas where your marketing efforts need to be improved.
Call Tracking Data: Your Business’ New Best Friend
Businesses use call tracking to distribute their calls evenly and effectively and improve customer service. But when paired with features that virtual phone numbers come with, you can do much more. Most virtual phone service providers will offer you these standard features with their service:
- Call forwarding
- Interactive voice response (IVR)
- Call recording
- Voicemail, fax, SMS to email forwarding
- Select country forwarding
- Callback options
- Time of day routing
- Extensions for different departments
You can enhance caller experience with these features. For example, you can set up call forwarding to direct calls to different locations during certain times of the day. During off-hours, you can have calls go to your offices across the globe instead. You can also have incoming calls ring on multiple phones so that if one rep is busy, another can answer it. This way, no calls are missed.
IVR is an automated voice response that can be set to direct your callers through a menu of options that can help them or forward them to the right department. And knowing where your customer is calling from can streamline this process. For example, your IVR can ask about your customer’s location and transfer the call to a rep in their area.
Additionally, you can record incoming calls and use them for future reference or to study customer preferences. This can also help you train new agents on the standards your company aims to achieve.
Improve Caller Experience and Drive Sales
Call tracking strategies will help you stay one step ahead of your competition. After all, in order to successfully market and sell your product, you need to understand and pay attention to who you are selling it to. Customers will drive your sales – but only if you know how to target them. And tracking incoming calls is a great place to start.