The Top Benefits of a Call Tracking Software for your Business

Written by on February 1, 2020 in Business with 0 Comments

The world is becoming increasingly competitive. Businesses today have no option but to adapt to the modern ways of marketing their products and services. But the question still remains, how do you reach customers the right way?

For instance, what do you do if your customer calls you outside of your business hours, finds your answering machine and then decides to hang up and try their luck with one of your competitors?

Opting For the Right Marketing Strategy

Your business needs to get equipped with an omnichannel form of marketing so that you don’t miss out on potential customers. But even if you manage to do so, how do you know which of your marketing campaigns creates the most impact on lead conversion? How would you identify the leads generated specifically through phone calls? Failure to do so may cost you 80% of your lead conversions.

Why is Call Tracking the Answer You Seek?

Call tracking comes to the rescue. It helps your business pinpoint the most effective marketing campaigns and also filters out those not doing well. A unique phone number is associated with each of your marketing campaigns.

Each time a customer makes a phone call, he/she gets routed to the common business number and you get to know which campaign has triggered this engagement. The phone line which generates the most traffic is linked to the one with the most effective marketing plan.

Additionally, you get to figure out ways of improving the effectiveness of your campaigns.

Here are the top 5 business benefits of a call tracking software:

1. Know your customers better

You need to have a 360-degree view of your customers in order to provide them with a better experience. A call tracking software maintains a history of call records that gives you an understanding of:

  • Who your potential customers are
  • Their needs and preferences
  • Do they trust your offerings?
  • Are they here to stay in the long run?

Only by knowing your customers inside and out, will you be able to offer them personalized solutions and keep them glued to your business.

2. Enhance your call routing system

A call tracking software allows you to forward a customer’s call to the right staff member based on his/her needs. This prevents your business from losing out on potential customers.

Call tracking also enables you to record calls and check on the performance of your agents. It helps you to examine whether your agents are skilled enough to resolve customers’ issues at the right times. With call recording, you can list out your customers’ needs and preferences and focus on the most common pain points.

call routing

Image source: Pixels

3, Assess the performance of your agents

There are several key metrics that determine the success rate of calls. The success of these metrics has everything to do with how your agents are responding to customers’ calls. Long call queues make your customers annoyed to the extent that they may hang up the call without getting their queries resolved. Recurring bad experiences may compel your customers to switch to competitors.

By using a call tracking software, you can assess the key metrics such as:

  • Response and resolution time
  • Number of abandoned calls
  • Time your customers have to spend in call queues
  • Quality of responses

All these factors together determine the efficiency of your agents at the workplace.

4. Determine the effectiveness of your marketing campaigns

With the help of a call tracking software, you will be able to measure the number of leads generated from each marketing campaign. That way, you can allocate your marketing budget wisely and maximize lead and revenue generation.

In addition, you can devise better and effective marketing strategies after gaining in-depth knowledge about your customers’ needs and preferences.

5. Maximize your return on investment

The ultimate aim of any business is to maximize returns. You now have a better understanding of what is working for you and what is not, which marketing campaigns drive the most engagement, and which are the most preferred channels for your customers.

All thanks to the call tracking software that takes care of each of your business’s needs. With the right data in hand, you can make better strategic decisions and focus on increasing your company’s profit.

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