DMN Webcast with LogMyCalls about call analytics, call tracking, direct marketing, and in-depth data. Webinar discusses the coolest things that LogMyCalls extracted from phone calls in Q1 of 2014.
2. About Me
- Written for Search Engine Journal, DMN,
Mobile Marketer,
- Spoken at SMX, LeadsCon, SMSS, SES
Conference
- Host of marketing webinar interview series
- LogMyCalls.com/webinar
- Former TV news anchor and reporter
- Manage the content strategy for LogMyCalls
McKay Allen
Content Marketing Manager
3. What is LogMyCalls?
- Business intelligence and call analytics
- Lead scoring and deep analytics for the phone
- Conversation Analytics
Global Start-Up Grand Prize Winner
- 2500 companies competed
- LogMyCalls selected
4. A River of Phone Calls
$73B spend on advertising in 2013 to drive
phone calls
64% of direct marketing/local businesses say
calls are the best leads they receive
Phone calls from mobile search will top 73B
in 2018
10. The Q1 Call Report
- Millions of call segments analyzed in
Q1 – every single call
- Dozens of industries
- Data analyzed by Conversation
Analytics engine
- Compiled by the LogMyCalls data team
11. Lead Scoring
- Calls analyzed for lead quality
- Lead scoring for phone calls
- Assigned scores from 0-100
- ‘Great’ Leads – 80-100
- ‘Good’ Leads – 60-80
12. Missed Opportunities
- Missed Opportunities – Good or great lead that didn’t buy
- Variety of factors: sales skills, pricing sensitivity, confusion,
agitation
- Alerts and notifications
13. Ask for the Business
- A direct invitation for the caller to become a customer
- Examples:
- ‘We have an opening at 2:00. Can we get you set up?’
- ‘Why don’t we go ahead and reserve the room?’
14. Conversion Rate
- Conversion: Appointment
Set, Sale Made, Reservation
Made, Commitment to Buy
- On 29% of the calls analyzed,
one of these things occurred
- What’s your conversion rate?
15. Conversion Action
- Appointment
- Dentist, doctor, tire,
auto, plumber, HVAC
- Commitment to Buy
- SaaS, BtoB, big ticket
- Reservation Made
- Hotel, spa, rental car,
equipment
- Purchase Made
- Subscription, CC info
16. Call Length
- Vary widely dependent on industry
- Accuracy of Conversation Analytics
- Average phone call - 528 words
- Average Siri inquiry – 6 words
17. The Elements of a
Converted Call
- Millions of call segments analyzed in
the first 4 months of 2014
- Dozens of industries
- Data analyzed by Conversation
Analytics engine
- What happens on a converted call
vs. a non-converted call?
18. - Calls in which there was a conversion event are longer
- Varies dependent on industry
- Questions, lead quality, politeness - EFFORT
19. - Remember the data from the previous infographic:
- Asking for the Business makes a caller 10.4 x more
likely to buy
- And yet…87% of the time, agents don’t ask for the
business
21. - Formula for converting 80% of your calls – 8 of 10
- Compliment – Agent compliments caller
- Politeness – Agent is basically polite to caller
- Acquired Address – Agent gets caller’s address (even city or state)
- Acquired Name – Agent gets the caller’s name
- Acquired Phone Number – Agent gets the caller’s phone number
- Sales Inquiry – Caller’s not asking for directions or dialing the wrong number
- Ask for Business – Agent asked directly for the business
- Ownership Language – Agent used ownership language – ‘I can help you with
that’ or ‘You’ve called the right place.’
- Determine Needs – Open-ended questions
22. Calls: A Fertile Field of Data
45 Cool Analytics We Extract from Phone Calls
- A comprehensive of list of every piece of data we can
extract from phone calls
- Data that will improve your conversion and close rates
23. Case Study: Grand Lucayan
- Problem
- Spending millions to market across
Eastern seaboard – ATL and Carolinas
- Not tracking conversion rates
- Solution
- Track conversion rates by zip code
and area codes
- Tracking conversion rates – improved
157% in 6 months
- Close rates up from 7% to 18%
24. Case Study: NES
- Problem
- Integration with property
management and lead management
SaaS
- Provide clients value and data: CPL,
Traffic to Appointment, Cost Per
Lease
- Solution
- Missed Opportunity notifications
- Bundle via API – ‘Wow factor’
- Close rate data
25. Case Study: Money Mailer
- Problem
- Losing clients because of
inability to show ROI,
conversions, and revenue
- Not tracking Missed
Opportunities for clients
- Solution
- Implementing across national
franchises
- Saving 4-5 clients per
franchise/month
- Improving clients’ revenue
26. - Receive alerts for Missed
Opportunities
- Append lead scores to CRM records
- Create nurture campaigns based on
conversion
- Track conversion rate
- Track sales performance of agents
- Webhooks and API
Conversation Analytics: Use Cases
27. - 30-Day Trial of Conversation
Analytics
- Start tracking data
- Start automating actions via
the API and Webhooks
Action Items
28. - mallen@logmycalls.com
- Twitter: @mckaysallen
- Webinar Series
LogMyCalls.com/webinar
Contact Me
McKay Allen
Content Marketing Manager