Making the Phone Work for You

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Making the Phone Work for You
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• Despite dire predictions that the phone would go
  the way of the dinosaur, people make more phone
  calls today than any other time in history. Even
  though we live in an app-based and Internet-based
  world, people find comfort and clarity speaking
  to a live person.

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• This is even true of millennials, the group
  predicted to practically never make another phone
  call. Businesses that want to provide an
  excellent customer experience simply cant afford
  to overlook the importance of phone calls.

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Phones by the Numbers

• The number of people in the world and mobile
  phone subscriptions are nearly the same. Theyre
  both around 6.8 billion. This is in addition to
  landlines, something that 40 percent of
  households in the United States still have.
  Phones arent going anywhere anytime soon.

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• Over the past 15 years or so, marketers have all
  but ignored phones in favor of email, social
  media, SEO, and PPC campaigns. One reason for
  this is the ease of measuring return on
  investment (ROI). However, many companies have
  ignored the need to track customers once they go
  offline and use the telephone.

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• If they want to stay in business, they need to
  know what prompted the customer to call. They
  also need to know the channel he or she came
  through to make that call.

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• The ways that customers interact with companies
  and brands is expected to become even more
  complex in the next few years. Businesses need
  predictability and clarity now more than ever.
  The good news is that its not too late. By 2019,
  customers will make 162 billion calls to American
  businesses every year. Not tracking call data is
  like leaving money on the table and not looking
  back.

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Understanding Click-to-Call

• It shouldnt surprise you to read that people
  complete more searches on smartphones than they
  do on computers. With click-to-call enabled, they
  can reach your company instantly. This allows
  them to resolve their issue right away without
  waiting for an email response. By 2019, money
  generated through click-to-call is expected to
  reach 2 trillion dollars.

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• Taking on this feature requires companies to
  optimize the customers experience upon reaching
  the call center. It also necessitates better data
  management with every call.

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Embrace the Phone, Dont Fear It

• The role of phone calls in marketing deserves
  the same scrutiny as other channels, if not more.
  Unfortunately, up to 95 percent of companies
  dont have even basic call tracking in place. If
  your company is among that percentage, consider
  that 78 percent of people feel more confident
  after speaking

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• to a live person and calls convert
  approximately 10 times as often as clicks do.
  Call Sumo has the solution. Give us a call today
  to learn more about how you can be tracking phone
  calls to provide better customer service and
  achieve higher profits.