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When it comes to shopping, people have more choices and more opportunities to research than ever. It can be tough for marketers to keep up with how customers interact with their brand. For starters, it requires monitoring big data. While companies are spending millions to optimize and understand the customer journey, many are overlooking essential data provided in every phone call. The Phone is Not Dead What is call tracking Approximately two-thirds of the world’s population, or 4.77 billion people, own a mobile phone. This explains why people make over 85 billion calls to businesses every year. Click-to-call technology is the main reason behind the surge. It allows people to browse the Internet on their phone and then call a company with a touch of a button. Click-to-call will only grow in popularity, reaching 13.7 billion dollars in spending in the next three years. Although approximately two-thirds of people conduct product research online, they still prefer to...

It wasn’t that long ago that people took it for grated they would speak to another live person when they called the customer service department or the main phone number for a business. However, corporate growth and the explosion of technology have pushed many organizations towards using artificial intelligence (AI) when communicating with customers on the phone or online. Companies have now grown beyond just using automated telephone prompts with the ability to recognize voice. The modern version of AI can now conduct live chats, automatically send emails, route customer phone calls, and much more. In fact, a recent marketing industry research study indicates that more than half of all contact centers in the United States use some form of AI. In the future, additional contact centers as well as various other types of businesses will begin to incorporate AI. A 2016 survey by Accenture Technology Vision indicates that more than two-thirds of business executives express inter...

In recent years, technologies such as algorithms and cloud-based data have made it possible for brands to explore using artificial intelligence (AI) to reach more customers as well as improve how they interact with them. The technology is becoming popular and widespread. In a recent worldwide study, most senior executives reported that implementing AI has resulted in a more effective way to analyze data as well as provide new insights. The same study indicates that business spending on AI is expected to exceed $30 billion dollars in the next three years. One way that brands have to differentiate themselves from one another is by implementing AI. Obtaining the insights that it has to offer is no longer optional. They’re a must for businesses that wish to succeed in today’s economy. How Artificial Intelligence Works For most companies, the primary purpose of AI is to improve the customer experience. Here are some of the most common ways they use it: To bid on ad sp...

Your mother always told you to be humble and not vain. However, we give you permission to break this rule when it comes to vanity phone numbers. Understanding a Custom Phone Number It you have ever wanted a marketing strategy that’s truly unbeatable, you can’t go wrong with vanity phone numbers. Also called custom phone numbers, these are unique alphanumeric combinations that you use in place of a typical telephone number. The custom telephone number spells out a word, making it easier for your customers and prospects to remember. For example, a florist might have a vanity number of 1-800-FLOWERS. Another take-off on a custom phone number is to request repetitive numbers that are easy for people to remember. An example here would be 800-333-2222. Besides being memorable for your customers, vanity phone numbers are customizable and personal. You alone get to chose what it is as long as no one else requested the same phone number before you. Typically, a custom phone numb...

The Internet provides several convenient ways to communicate, but the most personal and meaningful conversations still take place offline. While you can learn a lot about your customers by tracking their online habits, the only way to truly get to know their interests, opinions, and challenges is to talk to them. Speaking to a customer or a prospect on the phone reduces the chances of misinterpreting what they are really saying. Far from being old-fashioned, phone calls remain an integral part of the customer service experience. Phone Calls Can Teach You if You’re Willing to Learn In addition to being more personal, phone calls to businesses are still the most common way that people interact. According to a State of the Mobile Experience report from Invoca, three times as many people reported that they prefer to speak to someone at a business directly rather than complete an online form. Another report, this one from BIA/Kelsey, states that calls initiated from a mobile phone to...