In today's marketing world, many companies, organisations and brands are competing with one another to rank better than the other. Marketing is the biggest thing in a business today and the leading pathway to a successful business. In the digital world, digital marketing is the key to any business strategy and thus even between digital agencies the competition to one-up the other is intense. Businesses have not just realised the value of digital marketing in their business plans, they have begun increasing their budgets to ensure an internet omnipresence. With such high demands, digital agencies must really up their game in terms of unique strategies and efficient trackings.
Today's age is data-driven that conversions and return of investments are the key ways to understand how many results were obtained from external marketing efforts. With this in place, many agencies still do not end up tracking all the right metrics. This leads to bad business and low clients.
How do digital agencies monitor their online presence and ensure that they are tracking all calls received? Here is a list of 5 call metrics that can help determine what these digital agencies are doing wrong and what they are doing right.
- Top keywords that convert: Keywords are the holy grail of marketing and marketers swear by keywords and SEO. In order to rank higher up on Google search results, marketers constantly gamble with keyword placements to be spotted. However, gambling with this without proper research, holds too much risk in terms of uncertainty. This is the number one metric digital agencies must begin checking to understand what keywords resulted in a callback which will then allow the marketers to play with those keywords to improve direct traffic. If your landing page is a form or consists of a CTA then the call tracking conversion can be performed from there. Smart marketers have begun integrating call information with Google Analytics to reduce these calls to perfect numerical data to study conversions and leads in a more proficient manner.
- Sources: Besides the keywords, it is also important to track the source from where you received a callback. With your marketing efforts running across various digital and social channels such as Google ads, paid campaigns, social media channels, newsletters and so on, it is important to know which channels are resulting in callbacks and potential business. There exist tools that help decipher where each call can be traced back to thus ensuring that you focus on the best channels.
- Interactions that lead to conversion: It is important to analyse the quality of calls that converted just to get a better understanding of the conversion pattern. Call recordings are a fantastic way of understanding various customers and their patterns and trends to draw analysis on the type of buyers to target. Most importantly by keeping tab of the calls that converted you can also deduce, on an average, how many calls it takes to convert potential calls and thus allowing you to set realistic targets. By recording calls not only can best practices be learnt, they can also be imbibed and passed onto other members of the team to be able to test and adhere to. This can revolutionise your sales in ways that are quantifiable. This will also help improve your customer service representative’s outputs.
- Interactions that do not lead to conversions: It is equally important to monitor calls that do not convert. Not with all the calls, but with those that you think were opportunities, it is important learning to understand why some calls do not convert. While in most cases, it is because they were cold leads, sometimes there could be a big lesson in understanding the psyche of different customers and catering to their needs separately. There could also be a lot to learn from a product and technology standpoint which could be taken as feature requests for the future.
- Previous conversations and location: Knowing everything about your caller is a number one prerequisite. Firstly, it is important to know if the customer has called before. If this is a repeat call then you must be ready with the synopsis of what happened in the previous call. This information when kept handy can help win customers over. Most importantly, this type of data can help analyse trends and patterns to take note of. Additionally, determining the location of your customer will help understand which locations results in most calls thus allowing you to focus more on such areas. This logic can be applied to a lot of fields such as age group of customers and time of the call to understand what your target audience should be and the best time to push content to the audience to ensure they do not miss it.
These are some basic but absolutely necessary metrics to ensure that calls are tracked and most can be obtained from it. Many digital agencies tend to look for the wrong metrics in their analysis and are always on the lookout for the wrong numbers. Once this system is stabilised there is scope to improve the marketing and technical area of the agency to ensure higher viewability.
Companies who’ve invested in the latest tools and strategies are thriving (will thrive), while those who haven’t, need to act quickly to remain competitive.Besides, the COVID-19 pandemic has brought an enormous shift into customer service practices.
And what can better represent customer expectations and trends than numbers (statistics)!
So, we’ve consolidated a guide to help you keep up with these changes (and then quickly implement them to stay ahead).
)This article will explore the top trends in customer service that are just over the horizon.8 Customer Support Trends and Key TakeawaysFollowing statistics will help you brainstorm new strategies to strengthen your customer support and make your brand more customer-focused.1.
76% of B2B buyers also expect the same.”Key Takeaway:The hefty number of customers expecting companies to know what they want points directly toward a personalized approach.In the coming years, personalization will take center stage, and companies must focus on serving experiences catering to the user’s specific needs.
You can do this by following these four steps:Unify your customer data.Segment your customers and keep up with the latest market changes.Analyze your support regularly.Use intelligent customer support software to enhance growth.Don’t underestimate the power of personalized interactions!Talking of personalized experience, how about a personalized demo of customer support software that helps you serve a personalized experience?
Customer care or support is the backbone for any and every company.
There is no real trick to a perfect customer care service but there are resources that can allow you to improve your customer service skills.
The world is filled with a great many options but there are certain ones which can methodically increase your talent in this genre.
We will discuss about 10 points more specifically about 10 resources & processes which will help uplift your customers support rep prowess and will help you serve your customers better.Get Influenced By The Influencers - Customer service is a very old concept.
So for better understanding about customer support you must definitely learn a thing or two from influencer customer service preachers.Take Tips From Videos - The media world is the biggest base for any and every type of knowledge.
There are many customers service related videos being uploaded on the web by various organisation and veterans of the genre.
October 04, 2018: This report focuses on the global Customer Support Software status, future forecast, growth opportunity, key market and key players.
The study objectives are to present the Customer Support Software development in United States, Europe and China.In 2017, the global Customer Support Software market size was million US$ and it is expected to reach million US$ by the end of 2025, with a CAGR of during 2018-2025.The key players covered in this studyFreshworks IncZendesksalesforce.com, incDownload sample Copy of This Report at: https://www.radiantinsights.com/research/global-customer-support-software-market-size-status-and-forecast-2018-2025/request-sample TeamSupportZohoPhaseWareTrackerLiveAgentSamanageFreshServiceIntercomFocalScopeKayakoAccess This Full Report @ https://www.radiantinsights.com/research/global-customer-support-software-market-size-status-and-forecast-2018-2025 Market segment by Type, the product can be split intoType IType IIMarket segment by Application, split intoSMELarge EnterpriseMarket segment by Regions/Countries, this report coversUnited StatesEuropeChinaJapanSoutheast AsiaIndiaCentral & South AmericaThe study objectives of this report are:To analyze global Customer Support Software status, future forecast, growth opportunity, key market and key players.To present the Customer Support Software development in United States, Europe and China.To strategically profile the key players and comprehensively analyze their development plan and strategies.To define, describe and forecast the market by product type, market and key regions.In this study, the years considered to estimate the market size of Customer Support Software are as follows:History Year: 2013-2017Base Year: 2017Estimated Year: 2018Forecast Year 2018 to 2025For the data information by region, company, type and application, 2017 is considered as the base year.
Whenever data information was unavailable for the base year, the prior year has been considered.About Radiant InsightsRadiant Insights is a platform for companies looking to meet their market research and business intelligence requirements.
We assist and facilitate organizations and individuals procure market research reports, helping them in the decision making process.
We have a comprehensive collection of reports, covering over 40 key industries and a host of micro markets.
In addition to over extensive database of reports, our experienced research coordinators also offer a host of ancillary services such as, research partnerships/ tie-ups and customized research solutions.For More Information, Visit Radiant Insights Contact: Michelle Thoras Corporate Sales Specialist, USA Radiant Insights, Inc Phone: 1-415-349-0054 Toll Free: 1-888-202-9519 Email: [email protected] Blog URL: http://ictmarketforecasts.wordpress.com
