Understanding Call Intelligence

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Understanding Call Intelligence
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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.

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The Phone is Not Dead

• What is call tracking Approximately two-thirds
  of the worlds 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.

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• Although approximately two-thirds of people
  conduct product research online, they still
  prefer to speak to a real person before moving
  forward with a purchase. This explains why
  conversion rates from calls are 20 percent higher
  than clicks. Companies that want to succeed as we
  close in on the next decade must be able to track
  offline activity, i.e., the phone call.

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What is Call Tracking and Call Intelligence?

• Call tracking enables companies to understand
  how a website visitor arrived there and the
  actions he or she took leading up to a phone
  call. Knowing the reason for calls makes it
  easier for marketers to evaluate which campaigns
  provide the best return on investment (ROI). Only
  five percent of businesses in developed countries
  utilize this technology. Businesses that choose
  to enable call tracking can get far ahead of the
  competition before they even know what happened.

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• what is call tracking With call intelligence,
  marketers gain extensive insight into the journey
  of every customer by evaluating it in terms of
  the phone call. Call Sumos call intelligence
  software allows for visitor integration with
  third-party data platforms and second-party data
  sources.

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• Tracking each customers journey across multiple
  channels, sessions, and devices ultimately
  provides a detailed and more accurate view.
• Our algorithms then deliver the call to the
  agent most qualified to serve the customer based
  on his or her profile. This can include the
  source of marketing, past conversion history, and
  other data specific to that person. With our
  algorithms in place, your company can deliver a
  more personalized experience to the customer and
  have a higher likelihood of conversion.

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How to Ensure Calls Remain Relevant

• Customers who make a call have a vested
  interest, whether that is a purchase or problem
  resolution. Call Sumos actionable insight
  enables your agents to provide the ultimate
  customer experience without the awkwardness of
  reading from a script. Switching the focus from
  tracking visitors instead of campaigns, combined
  with call intelligence, can help your company
  achieve this. Contact Call Sumo today to find out
  how.