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Category Archives: Call Analytics

How Can Businesses Turn Phone Call Transcripts into Actionable Sales Insights?

Phone call transcripts can become actionable sales insights once businesses use AI-powered conversation intelligence to identify customer intent, uncover common objections, detect buying signals, and identify call outcomes across large volumes of customer conversations.   Rather than manually reviewing individual calls, organizations can analyze thousands of interactions at scale to understand what triggers conversions, where sales opportunities are lost, and how customer conversations influence sales outcomes.  Records of phone conversations can provide valuable context aboutContinue reading “How Can Businesses Turn Phone Call Transcripts into Actionable Sales Insights?”

How do I ensure accurate call attribution across channels? 

 For digital marketers, attribution often works well until the moment a customer picks up the phone.   Calls are one of the highest-intent conversion actions, especially within sectors such as healthcare, automotive services, and home services. When those conversations move offline, traditional attribution models tend to break down. Without the right systems in place, marketers may be left guessing whichContinue reading “How do I ensure accurate call attribution across channels? “

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  “