The Phone’s Importance and Analyzing Your Calls

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The Phones Importance and Analyzing Your Calls
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• Its a major understatement to say that the
  world is changing at a rapid pace. As we learn
  more efficient ways of communicating, newer
  methods continually replace older ones. For
  example, people can complete many errands such as
  shopping and banking online. Because of this,
  some marketers have the mistaken impression that
  the good old telephone call is no longer
  relevant. However, this is far from the truth.

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• Consider the tasks the typical person completes
  in a day and how he or she needs a phone for most
  of them. For example, this person may go out to
  start his or her car for work in the morning only
  to discover that it wont start at all. This
  requires a call to the local mechanic to inquire
  about availability for appointments and a tow
  truck to get the car there for repair.

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• While waiting for the tow, the person whos now
  late for work may pull out a phone and schedule a
  few appointments. While he or she could also do
  that online from a smartphone, its often quicker
  and easier to just place a call when using a
  mobile device.

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• The above is just an example and people
  obviously may call business more often or less
  often than this typical person does. However,
  that doesnt take away from the fact that this
  form of communication that has been around for
  more than 100 years still works. It just looks a
  bit different. Instead of placing calls through a
  party line, people carry tiny phones with the
  same capabilities as a computer around with them
  at all times.

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• Far from making the telephone obsolete, the
  Internet has only increased its use. One reason
  for this is that more than two-thirds of people
  accessing the Internet from their smartphone
  search for a call button to reach the company in
  question right away. With this in mind, its
  important to consider how telephone calls still
  remain essential for businesses.

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Smartphones Have Become an Essential Aspect of
Everyday Life

• More than 90 percent of adults in the United
  States own a smartphone and they keep it in easy
  reach all hours of the day and night.

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• Within the next two years, industry analysts
  predict smartphone ownership to increase to more
  than six billion people across the globe. This
  accounts for nearly 80 percent of the population
  of the world. These are statistics that no
  company serious about claiming a major market
  share can afford to ignore. Yet another thing to
  consider is that nearly 95 percent of people who
  own a smartphone call a business after searching
  for it on their mobile device.

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Customers Still Prefer to Communicate in Person

• When people shop at a traditional store, theres
  usually no shortage of salespeople available and
  willing to help them evaluate several products.

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• Most people appreciate this and will go out of
  their way to look for a salesperson if one
  doesnt approach them first.
• However, its a different story when someone
  logs onto the Internet to do their shopping. They
  spend a lot of time searching through the various
  options and may eventually feel lost and
  overwhelmed.

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• This would be a good time for a salesperson or
  shopping assistant to appear to answer such
  questions as the type of material that makes up
  the product or its dimensions. With a toll-free
  telephone number prominently displayed on every
  page of the website, the customer decides to
  speak to a real live human being to help them
  with their purchase decisions.

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• The ability to connect with someone by pushing a
  few buttons makes people feel like your company
  cares about their shopping experience. They feel
  valuable and heard, making it much more likely
  they will return to your online store when they
  need a similar product in the future.

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Sometimes Its Faster to Make a Purchase by Phone

• Customers typically shop online by placing a
  call to the company or completing an online order
  form. With many people shopping directly from
  their smartphones these days, it can be awkward
  and uncomfortable to type in shipping and payment
  information on a small screen.

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• It would be much easier and faster to press the
  click-to-call button and speak to a live agent
  who will take the order instead. Research
  indicates nearly 60 percent of online customers
  prefer this approach because it allows them to
  speak to someone who can quickly answer their
  questions and complete their shopping.

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Customers Prefer to Talk to a Representative
Before Purchasing a Complicated or Expensive
Product

• It requires a live conversation for sales
  representatives to pick up on a customers
  concerns and resolve them so he or she will
  proceed with the sale. Trained sales agent can
  also make personalized recommendations or offer
  an alternative rather than your company losing
  the sale altogether.

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• For items such as cars, home appliances,
  jewelry, real-estate, and other high-ticket
  purchases, people want to take their time to
  comparison shop to ensure they get the highest
  quality and lowest price possible. These
  customers prefer to speak to a sales
  representative as much as 80 percent of the time.

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• B2B companies that offer complex services or
  products should consider that personal
  communication is the ideal way for a customer to
  learn more about the advantages of their products
  as well as how they work. Otherwise, it might
  take a potential customer many months of online
  shopping to research and follow through with a
  purchase.

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• Despite the obvious benefits of phone calls,
  marketers continue to overlook their importance.
  Once a customer goes offline, it becomes very
  difficult to track his or her buying journey.
  This is where call tracking analysis from Call
  Sumo enters the picture. Your company can stop
  guessing and start mining real and useful data
  about customers who complete most of their
  transactions by phone.

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• It also allows you to see which of your
  marketing campaigns are most effective at getting
  them to pick up the phone in the first place.
• We are happy to answer additional questions or
  demonstrate Call Sumo in person. You simply need
  to ask by contacting Call Sumo at your
  convenience.