Bridging The Gap Between Phone Calls & Analytics in 2014
You understand the importance of page flow and designing with emotion. If your website were a real-life store, they’d block off main street because there are so many people dying to get in.
You’re just that good. You’re the growth-hacking, data-driven Fonzie of online marketing, and there is just no stopping you.
So, let me ask you one simple question.
What happens to your data if someone picks up the phone to call you?
What Web Analytics Alone Can Never Tell You
You don’t know what pages they visited. You don’t know if they’re an email subscriber. You don’t know if they’ve bought anything or if they have a vendetta.
It’s just you, them and those first few moments of dead air where you have no idea what they’ve been exposed to or why they might be calling.
For as detailed as web analytics get, they’ll never pinpoint the pages that generate the most calls. On their own, web analytics will never tell you every single piece of content the caller has looked at, or how often they’ve visited your site, or exactly what page they’re looking at the moment they become brave enough call.
Who cares? You could reason it all away. Say these metrics—that phone calls themselves—don’t matter. You may even be right.
But then again, inbound phone calls are 10-15 x more likely to convert. So there’s that.
Are you really leaving that much money on the table?
Do You Have To Sacrifice Analytics On Phone Leads?
Fortunately, you don’t have to.
There’s a little-known technology called call tracking that generates a unique phone number for everyone who comes to your website.
When a visitor calls, their online behavior leading up to the call is captured, such as referral domain or search engine, ad clicked, and landing page visited.
With call tracking, you know the keywords that drive the most phone leads, which pages prompt the most phone calls, and when someone’s viewing your website from their desktop, mobile phone or tablet—all very powerful data that closes the loop on phone calls and analytics.
With this information, you can address common questions on key pages, adapt your phone sales strategy for visitor’s coming from social media, organic, or paid search, and any other number of optimization techniques to make inbound calls a more profitable marketing method.
The Case For Paying More Attention To Inbound Calls
Still not convinced that inbound calls are worth looking into?
Let’s look at what happens when someone fills out an email form and signals they’d like you to call them.
That’s like walking into a shoe store, asking the sales rep to tell you about a pair of shoes, and them asking you to wait until tomorrow night.
Think of the speed of which things move on the internet, if your prospect says they want to get in touch, they want to talk now.
You’ll be shocked to learn your chances of making contact drops by 100% within the first 5-1o minutes from when the visitor enters their information.
Even worse, if you haven’t contacted the lead within an hour, they’re 6 times less likely to become qualified.
In other words, when you’re not talking to leads right away, you waste about 92% of your time and budget.
On the bright side, the research found that when leads are contacted within 30 minutes, they’re 21 times more likely to be qualified, and 100 times more likely to be reached.
And just to re-iterate, this if you’re calling them.
How much more powerful do you think this be if they were calling you?
100% Contact Rate, 2x Conversions Over Form Leads
This case study by my favorite call tracking company Invoca tells the story of how their client Edufficient achieved a 100% contact rate with inbound phone leads and how inbound phone calls doubled the conversions of form leads.
That may not seem like much until you realize that “conversion” for Edufficient is enrolling students into college programs.
It’s even more impressive when you learn that 51% of colleges report being dissatisfied with the transparency of their lead data and are unhappy about the lack of exclusive leads.
What I like about this case study is that it goes beyond call tracking on websites and shows how Edufficient uses the technology to generate unique phone numbers for affiliates to use with Google’s “Click-To-Call” ad extension.
If you’re unfamiliar with Click-To-Call, it’s a mobile-only advertising extension Google rolled out in 2011 that works just like PPC, with a few major differences.
First, when a user clicks the ad, they’re instantly connected with your business over the phone. Google reports Click-To-Call producing up to 30% more conversions than standard mobile ads.
Second, you’re only charged if someone calls. For Edufficient, this allowed them to focus their ad spend on the keywords that delivered hyper-qualified phone leads. In return, they’ve seen up to 200% improvement in lead quality.
Will Call Tracking Be Right For Me?
That’s the million dollar question, isn’t it?
Before you know if any new technology is going to work for your business, you should know the industry benchmarks to determine if it’s going to be right for you.
Fortunately, this study shows the average conversion of website visitors to inbound callers generated by the call tracking numbers found on the website.
Looking at these numbers, it’s easy to think home services (think roofers, landscapers, plumbers, etc.) have it good and e-commerce has it bad, but you’d have to consider all of the factors that make inbound calls a more profitable channel for your business.
With e-commerce specifically, 2013 was the year mobile surpassed desktops with 55% of all time spent on e-commerce sites happening on a mobile device.
Problem is, 90% of shoppers will switch screens to complete the task. So, if you notice mobile shoppers have higher cart abandonment rates, it’s worth emphasizing the value of a call tracking number on the page for them to complete the order over the phone.
Regardless, with each industry seeing positive conversion and with Google reporting 20% of customers calling at the “moment of truth, 53% of marketers reporting NOT using call tracking, and a general sense that call-in leads are more valuable, the question is, Smart Marketer, are you willing to let those phone leads go to waste?
Does Call Tracking Integrate With My Existing CRM & Automation Tools?
If you do use call tracking, it should integrate with your existing CRM & marketing automation tools.
With a little work (or a Zapier integration), many call-tracking vendors do have the ability to sync with popular services.
But my favorite out of the box is Invoca, because they already have apps on the SalesForce marketplace and are partnered with Hubspot, Marketo, Tealium, Cake Performance Marketing, and they’re actively growing their list of integrated partners. Also, it doesn’t hurt that SalesForce’s VP Brett Queener on their Board.
With the Salesforce integration, you can take call tracking beyond the web to create campaign specific numbers and track leads coming from offline sources like print, TV, or radio, as well as online video.
For online leads, you can also see the keywords your caller used, the pages they’ve visited, and whether or not the caller is an email subscriber on a lead-by-lead basis. All of this can be used to make sales reps more informed and generate higher revenues.
So, Smart Marketer, What Next?
The question is, can you ignore one of the fastest growing sources of trackable, scalable revenue out there?
With inbound sales calls estimated to be worth 4.17 billion dollars in revenue in 2014, wouldn’t you like to know where those calls are coming from?
After all, you are a data-driven marketing genius. Can you afford to let one of the most elusive metrics slip by?
Read other Crazy Egg articles by Tommy Walker.