How to Get More Customers with Call Intelligence

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How to Get More Customers with Call Intelligence
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• Even though its the job of the digital
  marketer to increase the number of converting
  customers, many never consider an obvious
  solution. Phone calls from customer present a
  wealth of untapped information that can help any
  company grow. Understanding the demographics of
  the people calling your company and the reason
  theyre calling provide deep insights that
  ultimately help you optimize the performance of
  your campaign.

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• It also empowers you to increase sales and
  improve the customers overall experience. Most
  companies spend a lot of money and time trying to
  optimize online conversions. It only makes sense
  to do this for phone calls as well.

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Marketers Need a Different Approach to Attract
New Customers

• According to an eMarketer report, 68 percent
  of outbound marketers and 77 percent of inbound
  marketers stated that transforming leads and
  contacts into paying customers was the main
  priority for their company. Many companies are
  willing to spend a large percentage of their
  advertising budget to achieve this. In fact, a
  2015 survey by eMarketer states that nearly 60
  percent spent the most money on trying to attract
  and convert a new customer base.

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• While marketers spend much of their budget
  and energy to get more customers, theyre often
  overlooking a major flaw about data. Many simply
  dont have a realistic picture of the customer
  journey, even though they have more data tools
  available to them than ever. In the 2015 survey,
  30 percent stated they have a good understanding
  of the customer journey. Slightly more, 38
  percent, feel they understand the customer
  journey but experience gaps in timeliness.

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• Another area of concern is the huge gap
  between what marketing companies want to achieve
  and having the means to meet these goals. A full
  84 percent of businesses state that tracking
  conversions from various marketing campaigns is
  essential, but only 10 percent possess the tools
  they need to do so.

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• Call intelligence is an effective tool for
  businesses that conduct a large portion of their
  business by phone. It provides marketers with the
  tools and data they need to track the times and
  reasons behind customer phone calls. They also
  get an in-depth look at what takes place during
  the calls. Below are several ways that marketers
  can take advantage of the insights they gain to
  get more customers.

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Gain a Greater Understanding of the Customers
Journey
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• With Call Intelligence (CI) from Call Sumo,
  you can hear in real-time when a customer
  converts by phone. This shows you which marketing
  and media campaigns are working best so you can
  optimize them. It also allows you to determine
  how the customer found your company in the first
  place so you can better follow his or her
  journey. Once you know which marketing efforts
  are producing the most phone and online
  conversions, it enables you to optimize your SEO
  efforts. This includes your website, social media
  campaigns, landing pages, emails, display ads,
  and more.

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Increase Your Close Rates by Improving the
Customer Experience

• Dont make the mistake of thinking that your
  job as a marketer is done once the customer hangs
  up from the call. CI makes it easy to identify
  issues that may have affected the callers
  experience. This includes everything from long
  hold times, dropped calls, annoying phone menus,
  improperly routed calls, and a poor sales
  experience. With CI, you can identify and quickly
  resolve these issues to increase caller
  conversions.

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• Another benefit of CI is that it allows you
  to pick out clues from the customers journey to
  direct them to the proper destination without
  delay. For example, what are the specific
  products or services he or she searched for
  before calling your company? Did the customer
  come through a landing page? If so, which one?
  Answering these questions allows you to
  personalize the caller experience so he or she
  speaks with the correct agent each time. It also
  provides information to your sales
  representatives about each customers profile and
  demographic details so they can initiate the most
  effective conversations.

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Improve the Customers Entire Experience

• While CI aims to increase phone calls and
  give the caller a better experience, its also
  about the customers journey from start to
  finish. With our CI program enabled, you can
  track each call for its purpose and outcome to
  help personalize and improve every other
  touchpoint in your digital marketing campaign.
  When a call doesnt convert, its easy to create
  a highly personalized email campaign or re-target
  certain ads that feature whatever products or
  services the caller discussed on the phone. As an
  added incentive to the customer, you can include
  a discount code with your email.

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• Tracking the intention and the outcome of
  every call enables you to upsell or cross-sell to
  callers targeted for conversion. As an example, a
  caller visiting your website would see a banner
  advertisement showing a similar product to the
  one he or she purchased by phone. CI also
  provides you with extensive psychographic and
  demographic data about each customer. This allows
  you to enhance customer profiles to improve ad
  targeting and audience segmentation.

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• A business wont survive long without a
  steady influx of new customers. Unfortunately,
  its difficult to obtain new customers without
  understanding their online and offline journeys.
  The next time you evaluate your mix of marketing
  campaigns, dont forget to include inbound phone
  calls and CI to make sure your company has the
  right tools to convert more customers. Call Sumo
  is here to help you make that happen.