What is Call Analytics?

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In this modern era everyone has got a smartphone with them and there is hardly anyone that doesn’t own one. So, because of this fact advertisers and marketers decided to take full advantage of that. As they saw that a majority of people were involved in communication through smartphones, they decided to change their way of connecting to their potential customer. In doing so, inbound calls became the major source of connection.

What happened was that marketers re introduced pay per call in the form of pay per click using a click to call action button on their website. The website visitors who wanted to reach their business or services were able to easily communicate with them by just clicking on that button. They used DNI technology for that and click to call became the next big thing in the marketing industry. However, pay per call still has more conversion rate than click per call.

Earlier marketers or advertisers struggled with their budgets of marketing campaigns etc. and they had multiple channels to advertise and market but there was no means of call tracking and analytics and they were losing a big chunk of important information. Marketers did know the overall progress by looking at the revenue but they wouldn’t know which of their channel is generating them the most amounts of inbound calls. So for this purpose they decide to use some call analytics and tracking of these inbound calls.

This made them aware of many things like, what is their most inbound call or conversion generating channel, how their campaigns are doing, what is going on in the conversation and other things like that. The main purpose was to make the experience of customers pleasant and to get a hold of everything which includes: marketing, budget, campaigns, etc.

What do you know of Call Analytics?

Most people often mistake it with just a count of inbound calls that your campaigns is generating. It is so much more than that. The level of attribution you may get from the call analytics is that of digital marketing level. Also, they provide you with a lot of important and valuable insights that you can use. This deep set of information helps you understand your customer’s demands, their reason to call and whether or not they like your services. A good call analytics may help you even optimize the whole caller journey. A customer’s journey from online web search to offline phone call is very important so you have to make sure that everything is perfect in between. For this purpose marketers are using call analytics more and more. Certain pay per call networks are responsible for providing their clients with call analytics and other tools to help them maximize their marketing and optimize their ROI and customer’s experience.

Call Analytics includes an insight into:

  1. Demographics

it lets you have thorough information regarding your caller’s demographic which would help you know your audience well so that you can make an informed marketing and advertising efforts. This includes caller’s age, location, name, gender, etc. Audience would appreciate more if you advertise accordingly and also, you would get more responses.

    2. History

Basically a part of call analytics is call tracking and through that you get to know the entire path or journey of your customer from online to offline interaction. For example: the kind of pages they visited before they call, what offers they looked into and also the record of any previous phone call they might have made to your business. This in turn helps to measure the ROI much more efficiently and you can choose to spend on whichever campaign that is generating more inbound calls the most.

     3. Conversation Intelligence

This lets you have all the basic outline that happened which caused conversion. This helps you build a strong understanding of your customer and the reason of their conversion. Many call analytics platform provide with call analytics that lets you scan through each call for keywords. This helps in bid for keyword and targeting as well.

Features of Call Analytics

Call Attribution: call analytics is known to capture all the basic attribution pointers like: source of marketing or channel, campaigns, most paid search keyword, landing pages, caller IDs, etc.

Reporting Real-time: another feature of call analytics is that it lets you have a look at your customer’s demographics, their time and date of call, the duration of the call, caller profiles, etc.

Keywords: it captures keyword using voice analytics. What happens is when a keyword and phrase is said on an inbound call that converts it captures it and so you are able to track the result of the call and what happened after the call, etc.

Assistance: call analytics serves as a great assistant to your sales agent because of the call recording feature and other features like when they get the information of caller right in front of them on screen.

IVR: IVR or interactive Voice Response is an advanced tool of call analytics and helps in filtering, routing, etc. of the call. It also helps in increasing the caller experience which is the main purpose as well.

Integration: you can also integrate your call analytics with other tools and technology and your CRM or marketing automation solutions, etc.

The thing with call analytics is that make sure you get the right one because if you don’t it then you will have a great deal of loss. Not using a call analytics tool is not something you can afford in today’s modern and forward world because if you do you will miss out on a lot. So, keep your fear of not knowing anything aside and visit PayPerCallNetworks.com for good assistance and they will let you get connected with the best pay per call networks that provides some of the best and leading call analytics tool.