Make Data from Phone Calls Useful with Call Tracking & Analytics
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When 60% of consumers prefer to contact a business by phone after finding them online, and phone calls convert 30% faster than any other form of lead flow, can you really afford to not have Call Tracking in your marketing toolkit? Learn more about the many ways Call Tracking from iovox can help improve your business performance.
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Make Data from Phone Calls Useful with Call Tracking & Analytics
- 1. Our mission at iovox is to make data from all phone calls useful, valuable and actionable 2020 • iovox Call Analytics & Management Platform iovox•confidential
- 2. KEYMETRICS 79% OF PEOPLE SAY A PHONE CALL REMAINS THE FAVORITE WAY TO CONTACT A COMPANY It is regarded as the most reassuring, easiest and most successful way to get answers
- 3. 85% OF CONSUMERS ARE SATISFIED WITH USING WEB CALL-BACK 65% OF INTERNET USERS PREFER TO CALL THEN USE WEB FORMS 30% OF INBOUND CALLS, ON AVERAGE, CONVERT TO A SALE KEYMETRICS
- 4. BUSINESSMETRICS 30% of INSURANCE quotes ARE MADE OVER THE PHONE 65% of FINANCE internet users NEED TO CALL BEFORE OPENING A BANK ACCOUNT 35% of TRAVEL bookings ARE MADE OVER THE PHONE 62% of HIGH-TECH consumers REQUIRE PHONE ASSISTANCE BEFORE PURCHASE 56% of HEALTH appointments ARE MADE OVER THE PHONE 25% of AUTOMOTIVE consumers CALL A DEALER BEFORE BOOKING A TEST DRIVE
- 5. MARKETINGMETRICS 56% OF MARKETERS ARE NOT ABLE TO IDENTIFY CALL SOURCES 40% OF MARKETERS DO NOT INTEGRATE A NUMBER IN THEIR WEBSITE OR LANDING PAGE 65% OF MARKETERS INSIST ON THE "HIGH POTENTIAL" OF INBOUND CALLS
- 6. Established in 2007 200+ Customers Own Technology Multilingual 24/7 Support Global Coverage Offices in London, Paris, San Francisco, Las Vegas and Sydney Our mission at iovox is to make data from all phone calls useful, valuable, and actionable. About iovox iovox • 2020
- 7. Contents • Call Tracking Models • Call Tracking Business Cases • SMB Offer • Web Call-Back • Web Call-Back Business Cases • Speech Analytics • Integrations: Analytics & CRM • Contact iovox iovox•2020
- 8. Call Tracking Models iovox•2020 IF PHONE CALLS ARE AN IMPORTANT PART OF YOUR BUSINESS, IOVOX CAN HELP MAKE EVERY CALL COUNT
- 9. iovox • 2020 Call Tracking Models for Marketers Identify the channels that generate more calls STATIC Provide an overview of which campaigns drove calls DYNAMIC BY SOURCE Optimize keyword ads & get deep data about caller behavior DYNAMIC BY USER / SESSION XXXXXXX.04 Unique number assigned per visitor Navigation History Keyword: “change supplier” / homepage / homepage /product page 70 100 50 90 0 20 40 60 80 100 120 XXXXXXX.01 XXXXXXX.02 XXXXXXX.03 XXXXXXX.04 Number of Calls per Channel Unique number assigned per campaign XXXXXXX.01 XXXXXXX.02 XXXXXXX.03 XXXXXXX.04
- 10. USEFUL FOR: DIRECTORIES OFFLINE CAMPAIGNS EMAILING STORE LOCATOR WEB FORMS Number Assignment (Manual or API) Call Center or Business Call Status / Channel Call Length / Caller ID Google Analytics Static Call Tracking
- 11. Dynamic Number Assignment Based on online sources JavaScript Call Center or Business Call Status / Channel Call Length / Caller ID Web Page / UTMS / Affiliate ID iovox • 2020 Offline Conversions Google Analytics AFFILIATE NETWORKS B2B CAMPAIGNS SMB USEFUL FOR: Dynamic Call Tracking by Source
- 12. Dynamic Number Assignment Based on user session JavaScript Call Center or Business Call Status / Channel Call Length / Caller ID Web Page Keyword / Customer Journey Offline Conversions Google Analytics Ads / DMP Facebook RETAIL TRAVEL AUTOMOTIVE SERVICES USEFUL FOR: Dynamic Call Tracking by Keyword
- 13. Tracking Offline Conversions Wemakeitsimpletotrackandmanagecallinteractions Forwarded to Call Center or Business Unique Tracking Number Call leads to $3500 Sale Captures all Data Sent to Analytics/CRM Platforms Source Campaign Keyword Call Length BING BRANDING CAR DEALER 00.13.42
- 14. Advanced Call Tracking Features iovox • 2020 CALL WHISPERS & ALERTS Let customers know instantly you have delivered a lead, or they have missed a call MOBILE APP Organize & keep track all mobile calls. Take notes, tag calls for search, share details with others or sync to CRM CALL BLOCKING & SPAM FILTERS Track & prevent nuisance calls from reaching customers RECORDING & TRANSCRIPTIONS Effortlessly record & transcribe calls into content that can be searched & shared, just like email SMS & TEXT-TO-SPEECH Reliable carrier-grade deliver of SMS to both mobile & landline numbers globally REST API iovox’s Rest API enables simple integration to existing systems & workflow tools ANALYTICS Powerful Enterprise-class analytics, tailored to business requirements CALL BACK Make it easier to for customers to contact you with call back
- 16. Call Tracking Business Cases iovox•2020 KEEP YOUR COMPANY AT THE TOP WITH CALL TRACKING
- 17. Static Call Tracking With Call Whispers & Email Alerts iovox • 2020 40 mil 800 k Dedicated Numbers Zoopla visits Listings UNIQUE NUMBER PER AGENT / PER PROPERTY
- 18. Dynamic Call Tracking by Source Uploaded Daily via Webhelp 50 2000 Offline Conversions Sources Monthly Calls UNIQUE NUMBER PER SOURCE UTMS = SOURCE / MEDIUM / CAMPAIGN
- 19. Dynamic Call Tracking by Session & Eulerian Sync iovox • 2020 Dedicated 5000 Offline Conversions Pool Number Monthly Calls UNIQUE NUMBER PER SESSION
- 20. Dynamic Call Tracking Synced to CRM 2 x Sales Team Call Data Increase in Conversion Rate on Recovered Leads Activity Monitoring DYNAMIC NUMBER SALES REPLACEMENT
- 21. SMB Offer iovox•2020 IOVOX MAKE IT SIMPLE TO TRACK AND MANAGE CALL INTERACTIONS
- 22. 4 Reasons iovox should be in your SMB Service Portfolio 1. Switching costs from providers are low, making value-add experiences critical to retention and revenue growth 2. Phone calls are still the lifeblood of business, particularly SMBs 3. The opportunity is global, iovox is the only truly global provider / partner with flexibility to offer affordable white label or branded solutions 4. SMBs often don’t need extensive VOIP solutions, just a few extra numbers and a way to manage their calls iovox • 2020
- 23. iovox•2020 New SMB Call Tracking Solution ▪ Searchable inbox for inbound & outbound calls ▪ Power to purchase & manage local numbers around the world ▪ Ability to tag calls, integrate with CRM, & view real time dashboard analytics
- 24. iovox•2020 Easy Ordering & Management of Numbers ▪ Create tags to provide instant attribution for sales channels, campaigns, or even “home” & “business” ▪ Simple purchase of local numbers in nearly any country ▪ Configure pre-call notifications so you know how to answer ▪ Customer IVRs or time- of-day routing for do- not-disturb situations
- 25. iovox•2020 Customize Dashboard for Performance Management ▪ Easy dashboard reporting with views of call handling performance, or frequency of calls by tag type, and location, among many other options ▪ Data is easily exportable in a variety of formats to allow manipulation in other systems
- 26. Web Call-Back iovox•2020 IOVOX HELP PROVE VALUE, BUILD BRAND, AND PROTECT CUSTOMERS
- 27. Web Call-Back iovox • 2020 CALL-FLOW MANAGEMENT Route calls according to peak activity INSTANT OR DELAYED CALL-BACK Add webforms outside business hours so no leads are lost RULES ENGINE Trigger call back windows according to business rules: timeout, basket amount and more ANALYTICS SYNC Include call data in analytics and CRM tools
- 29. Web Call-Back Business Cases iovox•2020 IOVOX IS HELPING TO DRIVE BETTER CUSTOMER INSIGHT AND ENGAGEMENT
- 30. Drop-out Rate Reduction iovox • 2020 20% 15% ▪ Integration of Call-Back windows on key areas ▪ Call-Back outside business hours ▪ Calls synced with Criteo & Google Analytics Additional Contacts IMMEDIATE CALL-BACK TO CUSTOMERS
- 31. IMMEDIATE CALL-BACK TO CUSTOMERS After-Sales Satisfaction 10% 88% ▪ Call-Back on strategic product line ▪ Call-Back buttons in 20 countries ▪ Instant and delayed calls ▪ Call center fed new leads Basket Value Increase 8% Additional Contacts
- 32. Additional Calls generated by Call-back iovox • 2020 35% ▪ Call-Back & Call Tracking added to Exclusive Offers ▪ Call rules employed when lines are busy ▪ Instant connection provided ▪ Calls are synced with agents ENTER PHONE NUMBER – WEB CALL BACK NUMBER REVEAL – CALL TRACKING
- 33. Speech Analytics iovox•2020 IOVOX HELP CLIENTS STAY AHEAD OF COMPETITORS WITH TECH INNOVATIONS
- 34. iovox • 2020 Why use Speech Analytics? By automating the transcription process, call conversations can be measured to view effectiveness of customer engagement CONVERSATION DATA Improve the quality of answers by identifying keywords to boost conversion TAILOR SPEECH Customer feedback is a key element, enrich speech and help sales agents to be more efficient DISCOVER STICKING POINTS
- 35. Discover Sticking Points Measure Sales Effectiveness with Customers Transform the Customer Experience Increase Conversion Rate Identify Sales Opportunities iovox•2020 Speech Analytics Benefits
- 36. Integrations iovox•2020 IOVOX IS BUILT AROUND HIGHLY SCALABLE TECHNOLOGY DESIGNED TO MEET THE SERVICE LEVEL NEEDS OF GLOBAL BRANDS
- 37. Analytics Integration Combine data from phone calls with online analytics to get a complete view of customers behavior iovox • 2020
- 38. CRM Integration Wemakeitsimpletotrackandmanagecallinteractions Forwarded to Call Center or Business Unique Tracking Number Call & Caller Data on iovox Platform Synced to CRM NEW CONTACT Lead/opportunity is created EXISTING CONTACT Contact updated with call details +
- 39. iovox has offices in the UK, USA, France & Australia. PHONE London: +44 20 7099 1070 Las Vegas: +1 702 425 7505 San Francisco: +1 888 408 4128 Paris: +33 1 84 88 46 40 Sydney: +61 2 8520 3530 E-MAIL hello@iovox.com www.iovox.com Thank you Contactiovoxtoscheduleafreedemo