Phone Experience IS User Experience
As a
business owner, you understand the importance of your customers having an
excellent experience every time they call your company. If they don’t receive
it every time, you might not hear from them again. That’s where phone call conversion
optimization comes into play. Even when people make a purchase online, they
like having a real person answer their questions about a product or service. If
they’re put on hold, treated rudely, or given incorrect information, you have just
lost your lead to the competition.
Call Opening
A caller
forms an impression of your company during the first few seconds of a call, but
many businesses fail to appreciate that. This explains the abundance of
companies that use an automated pre-recorded message to greet their callers. If
you want to improve conversion rates from customer phone calls, you need to
improve their experience. It really is as simple as that. Call Sumo provides
the technology to listen to conversations between sales personnel and callers.
You can then analyze common factors of calls that didn’t convert to sales.
It’s helpful
to think of every phone call as an opportunity to obtain customer feedback. By
listening carefully, you can hear and notate common objections. With this list
in mind, you can work on improving your company’s bottom line.
Phone Calls and Sales Conversions
If you’re
like most small business owners, you have established your website to generate
leads via phone calls. That means calls are an essential touchpoint in the path
to customer conversion. Touchpoint is a place in the marketing channel at which
a customer interacted with your brand. This can happen at any time before,
during, or after he or she completed a conversion on your company’s website.
Identifying
touchpoints is essential because it allows you to gain insight into the journey
your customer took during a conversion. When you identify touchpoints after the
conversion, it gives you better understanding into your customer’s level of
satisfaction. Websites that sell high-dollar items online rely on customer
phone calls to complete the conversion. By treating each phone call as a
touchpoint, it becomes an essential aspect of multi-channel approach to
marketing.
Tracking Your Customer Phone Calls
When you set
up your website to generate leads via telephone calls, it’s essential to tie
each call to its proper traffic source. This allows you to see which keywords
and marketing channels are driving calls and which are not. With this
information, you can increase or decrease your marketing budget in specific
areas. Without call tracking,
you’re just guessing on what produces results. This can be a costly game of
trial and error.
Comments
Post a Comment