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Category Archives: Call Analytics

From Call Counts to Conversation Intelligence: The Metrics That Will Matter in 2026 

For years, businesses have measured phone performance using a familiar set of metrics: call volume, call duration, failed call rate, keyword hits. These numbers were easy to track, easy to explain, and—at one point—good enough.  But in 2026, “good enough” is no longer good enough.  As AI reshapes how customers discover brands, engage with businesses, performContinue reading “From Call Counts to Conversation Intelligence: The Metrics That Will Matter in 2026 “

The Conversation Gap: Why 25x More Customer Feedback Happens on Calls Than in Online Reviews 

Key learnings:   Online reviews are visible and easy to compare, but visibility doesn’t equal completeness. Google star ratings are visible, measurable, and easy to compare across competitors. Yet these reviews represent only a fraction of what customers are saying, and that fraction can often mislead. New data reveals a conversation gap that should encourage companies to reconsider how they measure and manage customer sentiment.  A Marchex study of more than 120,000 customer calls acrossContinue reading “The Conversation Gap: Why 25x More Customer Feedback Happens on Calls Than in Online Reviews “

How AI Search is Reshaping Customer Calls

ChatGPT Is Changing How People Find Your Businesses:    Artificial intelligence is transforming the way customers discover and connect with businesses. In our recent webinar, “AI is Changing Search – What Does it Mean for Your Customer Calls?,” Marchex experts explored how large language models (LLMs) such as ChatGPT are driving a growing share of customerContinue reading “How AI Search is Reshaping Customer Calls”

Comprehensive Analysis: The Cost of Poor Call Handling in Auto Dealerships  

The automotive industry relies heavily on customer interactions, with phone calls serving as a critical touchpoint in the sales and service journey. Recent analyses by Marchex have highlighted significant revenue losses because of poor call handling.   The issue is not new, but it has gained urgency as consumer behavior shifts, with more people keeping carsContinue reading “Comprehensive Analysis: The Cost of Poor Call Handling in Auto Dealerships  “

From Missed Calls to Measurable Wins: How Conversation Intelligence Drives Real Business Impact  

In this blog post, you’ll learn how to turn everyday calls into growth: Conversations That Convert For years, marketers measured success by the number of calls generated. But call volume only tells part of the story. What happens during those calls—what customers say, what they ask, how they feel matters just as much, if notContinue reading “From Missed Calls to Measurable Wins: How Conversation Intelligence Drives Real Business Impact  “

Moving Past Call Tracking: Measuring the Real ROI of Conversation Intelligence  

In this blog post, you’ll learn how to move beyond call tracking and uncover the true ROI of your marketing efforts by using conversation intelligence to: Conversations Over Call Volume For years, marketers have leaned heavily on call tracking to gauge campaign performance. Tracking the volume of inbound calls and their sources provided a surface-levelContinue reading “Moving Past Call Tracking: Measuring the Real ROI of Conversation Intelligence  “