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Category Archives: Call Analytics

Turning Customer Emotions into Marketing Success: The Power of Sentiment

Advertising costs are increasing, budgets are tightening, and  your company’s leadership may be eager to see how AI can enhance marketing results—but only if the impact is measurable. Amid these challenges, we must remember the foundation of effective marketing: truly listening to our customers.  Phone conversations are often a significant touchpoint in your customer’s journey,Continue reading “Turning Customer Emotions into Marketing Success: The Power of Sentiment”

25 Calls = 1 Google Review: How Can Your Business Benefit?

Advertising and online reputation are crucial for business success, particularly for industries that rely on customer interactions over the phone. While Google reviews offer a snapshot of customer feedback, they often miss significant insights that sentiment analysis can provide.  Sentiment analysis expands on the limited snapshot provided by Google reviews, classifying real-time customer emotions expressedContinue reading “25 Calls = 1 Google Review: How Can Your Business Benefit?”

2025 Trends in AI and Conversational Intelligence: Why Businesses Can’t Afford to Wait

In a recent webinar, 2025 Trends in Customer Insights Driving Revenue Growth, industry leaders tackled a question on every business leader’s mind: How do we use AI effectively to improve customer interactions and drive revenue?  One thing became clear from the conversation—AI-driven conversational intelligence is no longer just a nice-to-have.  It’s here, evolving fast, andContinue reading “2025 Trends in AI and Conversational Intelligence: Why Businesses Can’t Afford to Wait”

Utilize Customer Insights with Marchex

They say knowledge is power and I absolutely agree. The best example I can think of lately is the annual JD Power automotive summit which always precedes the NADA convention.   This year was the same and a little different.   What was the same? The best and brightest in the industry showed up inContinue reading “Utilize Customer Insights with Marchex”

Industries that Need Call Tracking and Analytics to Succeed

Updated 4/16/24 Phone calls are critical conversion paths for multi-location and franchise businesses. When consumers search for a local business or healthcare provider, they often contact them by calling. This is especially true for industries with complex, expensive, urgent, or infrequently ordered products and services.   For industries like automotive services & repair, home services, seniorContinue reading “Industries that Need Call Tracking and Analytics to Succeed”

Sentiment Suite: The Next Generation in Customer Sentiment Analysis

In today’s fast-paced and customer-centric business environment, understanding the nuances of customer sentiment has never been more critical. Traditionally, businesses have relied on direct feedback mechanisms like Google reviews or customer surveys to gauge customer satisfaction. These traditional methods miss the subtle nuances of customer emotions during interactions. Online reviews happen after-the-fact – when yourContinue reading “Sentiment Suite: The Next Generation in Customer Sentiment Analysis”