Storage facility owners spend tens of thousands of dollars each year to get potential customers to contact their facilities. They allocate time and funds to online and print advertising, referral programs, direct-mail campaigns and social media. The best marketing in the world is useless, however, if it doesn’t convert leads to paying customers.
Marketers deal with a range of pain points that include:
- Not having a clear picture of which digital marketing channels are driving the most value
- Not understanding keyword-level attribution in highly competitive market
- Call center agents that spend too much time listening and reacting rather than proactively driving calls and focusing on quality leads that convert
Given the substantial call volume at a call center, and the length of some customer calls, it’s important to implement methods such as call recording software that will help managers and agents quickly identify an individual call or set of calls, or even a specific moment within a call.
Here’s an example of why this is important. Marchex works with a self-managed real estate investment trust (REIT) that acquires and manages self-storage properties throughout the U.S. Using Marchex Marketing Edge, this self-storage company efficiently labels, tags and identifies calls with call tags.
What are call tags?
Call tags are part of a call classification system that tags calls according to predefined settings. They can quickly categorize calls according to business needs so that calls can be quickly located, sorted, and analyzed.
In short, call tagging allows you to:
- Put labels on your calls
- Sort your calls into custom categories
- Generate valuable insights from critical sales, marketing and customer data
How does call tagging help a business?
The better we understand our conversations, the more value they produce. Call tags categorize and organize call recordings in the way that makes sense for your business. Call tagging helps businesses gather crucial data about their products, customers, employees and more. You can easily tag calls and then conduct a search to find them. Your calls are organized in specific categories, ready for analysis and evaluation.
Call tagging will automatically derive the most pertinent performance data that is specific to a campaign or any other business objective, allowing marketers to optimize or pivot as often and as accurately as needed.
Why use call tags?
- Easily organize and identify your calls
- Use insights to attract more qualified leads
- Use learnings to develop accurate win-back strategies
Easily organize and identify your calls
One of the main advantages of a call tagging system is organization. By creating a predefined list of call tags, you can quickly categorize your calls according to your needs. This allows you to easily find and sort the calls handled by your teams so that you can analyze them and set up new internal processes as necessary. For example, you can set up a tagging system based on the outcome of a call – a key part of a successful strategy involves awareness of how each call ends and why.
Attract more qualified leads
A tagging system allows marketing departments to refine their strategies and determine the quality of leads. Call tags also make it possible to know how many calls are coming in from potential clients on a per day, per week and/or per month basis. Call tagging allows marketers to plan re-marketing strategies and determine lead quality. In the same way, call tagging allows sales executives and managers the ability to determine what common objections are and how to overcome them. Call tagging gives businesses real time customer feedback.
Develop Accurate Win-Back Strategies
Another use of call tagging is to analyze the data for internal process or call-handling issues. Understanding why a caller didn’t convert the first time can help you can figure out a way to win your caller back.