From caller to customer
Industries such as automotive, travel, hospitality, insurance, home services, wireless, or cable and satellite depend on phone calls for specific milestones in the purchase process. Whether it be an inquiry as to whether a specific car is in stock or confirmation that a travel package includes hotel transfers, the phone call is part of the customer journey. Making it easy for your customer to connect with you is critical.
Optimize phone calls to improve customer acquisition
If your business relies on phone calls, it is important to make the most of each interaction. Marchex offers several solutions to support customer acquisition for organizations doing business over the phone.
Marchex Call Tracking tracks attribution from the online click to the offline phone call so you can better understand what channel or keyword drove your customer to call. This information can be used to optimize high-performing keywords and channels to increase customer acquisition.
Shorten the journey from caller to customer
The longer your customer is in the education and consideration phase of the buying journey, the more resources you must put forth to influence a conversion.
Marchex Speech Analytics can shorten the process by delivering insights based on phone calls. First, insights can be gleaned from phone calls to learn about high intent callers. By analyzing calls that result in a conversion, you can understand what influenced the customer to act and refine your campaigns to improve customer acquisition.
Second, you can learn why calls failed to convert and address these issues—whether the call infrastructure had technical issues or the agent didn’t deliver the right information—to improve future results.