“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves”. 

The above quote by Steve Jobs highlights how vital understanding your customers is to ensure business success. Getting a sense of consumer needs and tastes in today’s volatile market ensures that your brand remains relevant to customers, and you can retain your market share. However, the real question is, how do you ‘get close’ to customers?

There are numerous ways in which companies collect information about their customer base. Surveys, landing pages, digital forms, and user feedback are well-known tools for understanding customers’ opinions and preferences. Based on the insights, companies adjust their promotional strategies and create marketing campaigns that entice customers.

Getting the Right Answers

While consumer feedback has helped numerous enterprises improve their market shares, deciphering unique customer tastes from just a set of questions is tough. Whether it’s customer surveys, landing pages, or polls that you use to gain feedback, they all have one limitation – you only get answers to questions that you ask.

With most surveys asking close-ended questions, gauging the mindset of customers is indeed tricky. Moreover, the response rate for such surveys is significantly less, making data extraction an ordeal. Less than 25% of all email surveys receive adequate responses from customers or prospects. Additionally, creating and maintaining such channels for data collection requires additional time, effort, and money. 

The above factors make gaining proper consumer feedback a pricey and challenging affair with limited efficiency. But what if you could understand your customers better using your existing resources and gain critical insights without shelling astronomical amounts annually? Sounds too good to be true, right? Good customer experience is the backbone of any business.

Tracking your customers’ calls can be a highly beneficial way to understand their tastes and needs. Utilizing the call records from your organization’s call center, you can extract vital information about their perception, motivations, and expectations, helping you customize your branding efforts.  When the right insights offer the proper guidance for your brand to progress, the chances of your success increase manifold.

What is Call Tracking?

Call tracking involves listening to customers’ previous interactions and gauging their mindset and perceptions. It usually requires company representatives to derive information from call recordings, which helps companies improve marketing strategies.

Call tracking can be an effective way to improve marketing campaigns and provide customized solutions to customers. They can help businesses improve consumers’ perception and provide exceptional service by finding faults in their existing systems. However, call tracking is easier said than done. 

Listening to all previous call records, noting down key insights, and creating reports isn’t feasible manually. Moreover, it is a time-consuming affair requiring a lot of workforce. This is the reason for companies using ‘Call Tracking Software.’ Using this software, thousands of calls can be analyzed swiftly and efficiently, providing you vital data regarding customer preferences. It is always better for the business to invest in the best call tracking tools and get the most out of them.

Rather than just ‘listening to calls, call tracking software tracks specific keywords, speech patterns, and customers’ tones to understand their likes and dislikes. It guides organizations towards success by providing them real-time analytics and support for handling customers based on their previous data. The software also helps measure the effectiveness of sales calls and calculate your ROI for each campaign.

Improving Campaign ROI through Call Tracking

Every organization wants to maximize its profits and gain more from its marketing investments. Call tracking can be a powerful tool in marketing to improve ROI and campaign effectiveness. It helps you get greater returns from your marketing campaigns with substantially low investment and efforts. Let’s get to know how call tracking aids businesses:

1. Providing Relevant Data

Since each organization is unique, its unique pain areas must be adequately addressed. With call tracking, you can customize the metrics you want to track. You can track which of your customers need your product and eyeing competitors.

Data-assisted sales call also help sales executives target customers effectively by providing useful information timely. This can help streamline your efforts, get better outcomes, and make the most of your investments.

2. Tracks Campaign Effectiveness:

Using software for call tracking, you can analyze multiple calls simultaneously and determine how effectively a campaign runs. You can quickly discover the factors that are working in your favor and the ones that aren’t. Moreover, most call tracking software helps you tabulate your findings in real-time, helping you make quick amendments. Thus you can curb unnecessary investments in campaign strategies that don’t serve you well and fund more profitable ones.

3. Identify Mistakes:

Call tracking also helps you identify where you are going wrong with your marketing campaigns. Through correlating the positive and negative responses of customers, you can identify where you are going wrong. Based on the information received, you can train employees better, modify speech and rhetoric, prevent your agents from making mistakes, and provide better service to customers. 

There are numerous ways in which call tracking metrics can help your business and sales campaigns. By procuring in-depth information about customers and decoding them, you can mold your engagement strategy, marketing communications, budgets, and sales approach. This helps make drastic improvements in service quality and offer customers more of what they desire, reducing useless expenses, and improving ROI.

Updated : July 14, 2021


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