SlideShare ist ein Scribd-Unternehmen logo
1 von 28
Downloaden Sie, um offline zu lesen
The 17
Coolest Metrics
We Extracted from Phone Calls in Q1
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
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
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
TraditionalCall Tracking
Raw # of Calls
Referring Source
Keywords (Maybe)
Call Duration
Call tracking
STOPS
after the phone rings.
words spoken each day
on business phone calls.
A lot happensafter the phone rings.
BILLION
Conversation AnalyticsBusiness intelligence for the phone.
Conversation AnalyticsConversation Analytics tells you what happens ON the call.
Call IndicatorsConversation Analytics Engine
Call Conversation
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
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
Missed Opportunities
- Missed Opportunities – Good or great lead that didn’t buy
- Variety of factors: sales skills, pricing sensitivity, confusion,
agitation
- Alerts and notifications
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?’
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?
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
Call Length
- Vary widely dependent on industry
- Accuracy of Conversation Analytics
- Average phone call - 528 words
- Average Siri inquiry – 6 words
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?
- Calls in which there was a conversion event are longer
- Varies dependent on industry
- Questions, lead quality, politeness - EFFORT
- 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
- Lead quality matters…but not as much as other things
- 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
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
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%
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
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
- 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
- 30-Day Trial of Conversation
Analytics
- Start tracking data
- Start automating actions via
the API and Webhooks
Action Items
- mallen@logmycalls.com
- Twitter: @mckaysallen
- Webinar Series
LogMyCalls.com/webinar
Contact Me
McKay Allen
Content Marketing Manager

Weitere ähnliche Inhalte

Was ist angesagt?

Operational Excellence and Custome Experience in B2B
Operational Excellence and Custome Experience in B2BOperational Excellence and Custome Experience in B2B
Operational Excellence and Custome Experience in B2BJulia Morrongiello
 
Sample Press Release
Sample Press ReleaseSample Press Release
Sample Press ReleaseTina Ingalls
 
The Role of AI in CX by Sam Nelson, Sr. Director, Channels | Talkdesk
The Role of AI in CX by Sam Nelson, Sr. Director, Channels | TalkdeskThe Role of AI in CX by Sam Nelson, Sr. Director, Channels | Talkdesk
The Role of AI in CX by Sam Nelson, Sr. Director, Channels | TalkdeskSaraPia5
 
[Webinar] Data, Predictive Analytics & Marketing Clouds: The Platform For The...
[Webinar] Data, Predictive Analytics & Marketing Clouds: The Platform For The...[Webinar] Data, Predictive Analytics & Marketing Clouds: The Platform For The...
[Webinar] Data, Predictive Analytics & Marketing Clouds: The Platform For The...Mintigo1
 
4 Golden Rules for Conversational AI Self-Service
4 Golden Rules for Conversational AI Self-Service4 Golden Rules for Conversational AI Self-Service
4 Golden Rules for Conversational AI Self-ServiceAggregage
 
Logpickr Customer Journey Analytics
Logpickr Customer Journey AnalyticsLogpickr Customer Journey Analytics
Logpickr Customer Journey AnalyticsFabrice Baranski
 
Mobile CPQ for Highly Engineered Custom Products
Mobile CPQ for Highly Engineered Custom Products Mobile CPQ for Highly Engineered Custom Products
Mobile CPQ for Highly Engineered Custom Products Cincom Systems
 
Digital Demand from Click to Close: A Search Marketing Guide for the CXO
Digital Demand from Click to Close: A Search Marketing Guide for the CXODigital Demand from Click to Close: A Search Marketing Guide for the CXO
Digital Demand from Click to Close: A Search Marketing Guide for the CXODemandWave
 
2016 Technology in the Vacation Rental Industry
2016 Technology in the Vacation Rental Industry2016 Technology in the Vacation Rental Industry
2016 Technology in the Vacation Rental IndustryAmy Hinote
 
Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...
Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...
Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...Social Media Marketing
 
Courtesy Chevy Internet Sales Lead Management Process
Courtesy Chevy Internet Sales Lead Management ProcessCourtesy Chevy Internet Sales Lead Management Process
Courtesy Chevy Internet Sales Lead Management ProcessRalph Paglia
 
How to Organize Sales Process
How to Organize Sales ProcessHow to Organize Sales Process
How to Organize Sales ProcessDmitry Chervonyi
 
Close Sales Faster By Combining Data & Artificial Intelligence
Close Sales Faster By Combining Data & Artificial IntelligenceClose Sales Faster By Combining Data & Artificial Intelligence
Close Sales Faster By Combining Data & Artificial Intelligenceaccessamg
 
Using SEO to Drive MQLs and SQLs
Using SEO to Drive MQLs and SQLsUsing SEO to Drive MQLs and SQLs
Using SEO to Drive MQLs and SQLsDigital Reach
 
Aircall Serie C - Investor Pitch Deck 2020
Aircall Serie C - Investor Pitch Deck 2020Aircall Serie C - Investor Pitch Deck 2020
Aircall Serie C - Investor Pitch Deck 2020Jonathan Anguelov
 
Digital Marketing: The Game Changer for Businesses in a Post COVID-19 Economy
Digital Marketing: The Game Changer for Businesses in a Post COVID-19 EconomyDigital Marketing: The Game Changer for Businesses in a Post COVID-19 Economy
Digital Marketing: The Game Changer for Businesses in a Post COVID-19 EconomyBoulder SEO Marketing
 
Train the trainer
Train the trainerTrain the trainer
Train the trainerGreg Mosley
 
Using Return Path Data to Promote Your Brand: Marketing/Research Breakout Ses...
Using Return Path Data to Promote Your Brand: Marketing/Research Breakout Ses...Using Return Path Data to Promote Your Brand: Marketing/Research Breakout Ses...
Using Return Path Data to Promote Your Brand: Marketing/Research Breakout Ses...Return Path
 
Tech talk digital trading the new way of digital compete analytics_minervas_m...
Tech talk digital trading the new way of digital compete analytics_minervas_m...Tech talk digital trading the new way of digital compete analytics_minervas_m...
Tech talk digital trading the new way of digital compete analytics_minervas_m...National Retail Federation
 

Was ist angesagt? (20)

Operational Excellence and Custome Experience in B2B
Operational Excellence and Custome Experience in B2BOperational Excellence and Custome Experience in B2B
Operational Excellence and Custome Experience in B2B
 
Sample Press Release
Sample Press ReleaseSample Press Release
Sample Press Release
 
The Role of AI in CX by Sam Nelson, Sr. Director, Channels | Talkdesk
The Role of AI in CX by Sam Nelson, Sr. Director, Channels | TalkdeskThe Role of AI in CX by Sam Nelson, Sr. Director, Channels | Talkdesk
The Role of AI in CX by Sam Nelson, Sr. Director, Channels | Talkdesk
 
[Webinar] Data, Predictive Analytics & Marketing Clouds: The Platform For The...
[Webinar] Data, Predictive Analytics & Marketing Clouds: The Platform For The...[Webinar] Data, Predictive Analytics & Marketing Clouds: The Platform For The...
[Webinar] Data, Predictive Analytics & Marketing Clouds: The Platform For The...
 
4 Golden Rules for Conversational AI Self-Service
4 Golden Rules for Conversational AI Self-Service4 Golden Rules for Conversational AI Self-Service
4 Golden Rules for Conversational AI Self-Service
 
Logpickr Customer Journey Analytics
Logpickr Customer Journey AnalyticsLogpickr Customer Journey Analytics
Logpickr Customer Journey Analytics
 
Mobile CPQ for Highly Engineered Custom Products
Mobile CPQ for Highly Engineered Custom Products Mobile CPQ for Highly Engineered Custom Products
Mobile CPQ for Highly Engineered Custom Products
 
Digital Demand from Click to Close: A Search Marketing Guide for the CXO
Digital Demand from Click to Close: A Search Marketing Guide for the CXODigital Demand from Click to Close: A Search Marketing Guide for the CXO
Digital Demand from Click to Close: A Search Marketing Guide for the CXO
 
2016 Technology in the Vacation Rental Industry
2016 Technology in the Vacation Rental Industry2016 Technology in the Vacation Rental Industry
2016 Technology in the Vacation Rental Industry
 
Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...
Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...
Courtesy Chevrolet Sales Lead Management ProcessCourtesy Chevrolet Sales Lead...
 
Courtesy Chevy Internet Sales Lead Management Process
Courtesy Chevy Internet Sales Lead Management ProcessCourtesy Chevy Internet Sales Lead Management Process
Courtesy Chevy Internet Sales Lead Management Process
 
How to Organize Sales Process
How to Organize Sales ProcessHow to Organize Sales Process
How to Organize Sales Process
 
Close Sales Faster By Combining Data & Artificial Intelligence
Close Sales Faster By Combining Data & Artificial IntelligenceClose Sales Faster By Combining Data & Artificial Intelligence
Close Sales Faster By Combining Data & Artificial Intelligence
 
Using SEO to Drive MQLs and SQLs
Using SEO to Drive MQLs and SQLsUsing SEO to Drive MQLs and SQLs
Using SEO to Drive MQLs and SQLs
 
presentation
presentationpresentation
presentation
 
Aircall Serie C - Investor Pitch Deck 2020
Aircall Serie C - Investor Pitch Deck 2020Aircall Serie C - Investor Pitch Deck 2020
Aircall Serie C - Investor Pitch Deck 2020
 
Digital Marketing: The Game Changer for Businesses in a Post COVID-19 Economy
Digital Marketing: The Game Changer for Businesses in a Post COVID-19 EconomyDigital Marketing: The Game Changer for Businesses in a Post COVID-19 Economy
Digital Marketing: The Game Changer for Businesses in a Post COVID-19 Economy
 
Train the trainer
Train the trainerTrain the trainer
Train the trainer
 
Using Return Path Data to Promote Your Brand: Marketing/Research Breakout Ses...
Using Return Path Data to Promote Your Brand: Marketing/Research Breakout Ses...Using Return Path Data to Promote Your Brand: Marketing/Research Breakout Ses...
Using Return Path Data to Promote Your Brand: Marketing/Research Breakout Ses...
 
Tech talk digital trading the new way of digital compete analytics_minervas_m...
Tech talk digital trading the new way of digital compete analytics_minervas_m...Tech talk digital trading the new way of digital compete analytics_minervas_m...
Tech talk digital trading the new way of digital compete analytics_minervas_m...
 

Ähnlich wie Direct Marketing News Webcast - The 17 Coolest Metrics We Extracted from Phone Calls in Q1

How to Efficiently Transform Your Customer Service Through AI
How to Efficiently Transform Your Customer Service Through AIHow to Efficiently Transform Your Customer Service Through AI
How to Efficiently Transform Your Customer Service Through AIAggregage
 
SEMrush Webinar: Why Calls Are Better Than Clicks
SEMrush Webinar: Why Calls Are Better Than ClicksSEMrush Webinar: Why Calls Are Better Than Clicks
SEMrush Webinar: Why Calls Are Better Than ClicksConvirza
 
The Future of Paid Search
The Future of Paid SearchThe Future of Paid Search
The Future of Paid SearchTinuiti
 
Search Engine Land/Digital Marketing Depot - The 11 Elements of a Converted Call
Search Engine Land/Digital Marketing Depot - The 11 Elements of a Converted CallSearch Engine Land/Digital Marketing Depot - The 11 Elements of a Converted Call
Search Engine Land/Digital Marketing Depot - The 11 Elements of a Converted CallIvanti
 
5 Simple Secrets to Totally Rocking Your Digital Marketing ROI
5 Simple Secrets to Totally Rocking Your Digital Marketing ROI5 Simple Secrets to Totally Rocking Your Digital Marketing ROI
5 Simple Secrets to Totally Rocking Your Digital Marketing ROIDigital Vidya
 
The Gaping Hole in B2B Marketing Automation
The Gaping Hole in B2B Marketing AutomationThe Gaping Hole in B2B Marketing Automation
The Gaping Hole in B2B Marketing AutomationInvoca
 
Selligent insurance (Marketing automation) Good Rebels
Selligent insurance (Marketing automation) Good RebelsSelligent insurance (Marketing automation) Good Rebels
Selligent insurance (Marketing automation) Good RebelsGood Rebels
 
Paid Search
Paid SearchPaid Search
Paid SearchTinuiti
 
Your Best Customers Call: How to Optimize Your Cross-Channel Strategy for Cal...
Your Best Customers Call: How to Optimize Your Cross-Channel Strategy for Cal...Your Best Customers Call: How to Optimize Your Cross-Channel Strategy for Cal...
Your Best Customers Call: How to Optimize Your Cross-Channel Strategy for Cal...Tinuiti
 
Master C R M Chanels
Master  C R M  ChanelsMaster  C R M  Chanels
Master C R M Chanelsguestf468424
 
Using Conversation Analytics to better understand Net Promoter Scores
Using Conversation Analytics to better understand Net Promoter Scores Using Conversation Analytics to better understand Net Promoter Scores
Using Conversation Analytics to better understand Net Promoter Scores Call Journey
 
ATTS_Presentation_Call Tracking
ATTS_Presentation_Call TrackingATTS_Presentation_Call Tracking
ATTS_Presentation_Call TrackingRoberta Long
 
Planning your 2020 Digital Marketing Budget
Planning your 2020 Digital Marketing BudgetPlanning your 2020 Digital Marketing Budget
Planning your 2020 Digital Marketing BudgetMilestone Inc
 
TOP 10 BENEFITS OF CRM - Techwave.pdf
TOP 10 BENEFITS OF CRM - Techwave.pdfTOP 10 BENEFITS OF CRM - Techwave.pdf
TOP 10 BENEFITS OF CRM - Techwave.pdfAnil
 

Ähnlich wie Direct Marketing News Webcast - The 17 Coolest Metrics We Extracted from Phone Calls in Q1 (20)

How to Efficiently Transform Your Customer Service Through AI
How to Efficiently Transform Your Customer Service Through AIHow to Efficiently Transform Your Customer Service Through AI
How to Efficiently Transform Your Customer Service Through AI
 
SEMrush Webinar: Why Calls Are Better Than Clicks
SEMrush Webinar: Why Calls Are Better Than ClicksSEMrush Webinar: Why Calls Are Better Than Clicks
SEMrush Webinar: Why Calls Are Better Than Clicks
 
The Future of Paid Search
The Future of Paid SearchThe Future of Paid Search
The Future of Paid Search
 
Search Engine Land/Digital Marketing Depot - The 11 Elements of a Converted Call
Search Engine Land/Digital Marketing Depot - The 11 Elements of a Converted CallSearch Engine Land/Digital Marketing Depot - The 11 Elements of a Converted Call
Search Engine Land/Digital Marketing Depot - The 11 Elements of a Converted Call
 
5 Simple Secrets to Totally Rocking Your Digital Marketing ROI
5 Simple Secrets to Totally Rocking Your Digital Marketing ROI5 Simple Secrets to Totally Rocking Your Digital Marketing ROI
5 Simple Secrets to Totally Rocking Your Digital Marketing ROI
 
The Gaping Hole in B2B Marketing Automation
The Gaping Hole in B2B Marketing AutomationThe Gaping Hole in B2B Marketing Automation
The Gaping Hole in B2B Marketing Automation
 
Selligent insurance (Marketing automation) Good Rebels
Selligent insurance (Marketing automation) Good RebelsSelligent insurance (Marketing automation) Good Rebels
Selligent insurance (Marketing automation) Good Rebels
 
Resolving the Data Controversies - 3 Presentations
Resolving the Data Controversies - 3 PresentationsResolving the Data Controversies - 3 Presentations
Resolving the Data Controversies - 3 Presentations
 
Dialogtech
DialogtechDialogtech
Dialogtech
 
Paid Search
Paid SearchPaid Search
Paid Search
 
Your Best Customers Call: How to Optimize Your Cross-Channel Strategy for Cal...
Your Best Customers Call: How to Optimize Your Cross-Channel Strategy for Cal...Your Best Customers Call: How to Optimize Your Cross-Channel Strategy for Cal...
Your Best Customers Call: How to Optimize Your Cross-Channel Strategy for Cal...
 
Master C R M Chanels
Master  C R M  ChanelsMaster  C R M  Chanels
Master C R M Chanels
 
Using Conversation Analytics to better understand Net Promoter Scores
Using Conversation Analytics to better understand Net Promoter Scores Using Conversation Analytics to better understand Net Promoter Scores
Using Conversation Analytics to better understand Net Promoter Scores
 
Dynamic number insertion service by Therefore
Dynamic number insertion service by ThereforeDynamic number insertion service by Therefore
Dynamic number insertion service by Therefore
 
Real-Time Identification and Analytics
Real-Time Identification and AnalyticsReal-Time Identification and Analytics
Real-Time Identification and Analytics
 
ATTS_Presentation_Call Tracking
ATTS_Presentation_Call TrackingATTS_Presentation_Call Tracking
ATTS_Presentation_Call Tracking
 
Planning your 2020 Digital Marketing Budget
Planning your 2020 Digital Marketing BudgetPlanning your 2020 Digital Marketing Budget
Planning your 2020 Digital Marketing Budget
 
TOP 10 BENEFITS OF CRM - Techwave.pdf
TOP 10 BENEFITS OF CRM - Techwave.pdfTOP 10 BENEFITS OF CRM - Techwave.pdf
TOP 10 BENEFITS OF CRM - Techwave.pdf
 
Bigdata Applications in Real Estate Marketing & Sales Strategies
Bigdata Applications in Real Estate Marketing & Sales StrategiesBigdata Applications in Real Estate Marketing & Sales Strategies
Bigdata Applications in Real Estate Marketing & Sales Strategies
 
Sf mma forum keynote
Sf mma forum keynoteSf mma forum keynote
Sf mma forum keynote
 

Mehr von Ivanti

5 Ways to Improve Conversion Rates with Call Tracking
5 Ways to Improve Conversion Rates with Call Tracking 5 Ways to Improve Conversion Rates with Call Tracking
5 Ways to Improve Conversion Rates with Call Tracking Ivanti
 
10 Tips to Turn Your Average One-Time Website Visitor Into a Customers
10 Tips to Turn Your Average One-Time Website Visitor Into a Customers10 Tips to Turn Your Average One-Time Website Visitor Into a Customers
10 Tips to Turn Your Average One-Time Website Visitor Into a CustomersIvanti
 
Secrets of Google Maps: The Race for Local Business GOLD
Secrets of Google Maps: The Race for Local Business GOLDSecrets of Google Maps: The Race for Local Business GOLD
Secrets of Google Maps: The Race for Local Business GOLDIvanti
 
You Business Lead Generation Handbook
You Business Lead Generation HandbookYou Business Lead Generation Handbook
You Business Lead Generation HandbookIvanti
 
2013 Guide: 4 Ways to Increase Reservations with (Affordable) Call Monitoring
2013 Guide: 4 Ways to Increase Reservations with (Affordable) Call Monitoring2013 Guide: 4 Ways to Increase Reservations with (Affordable) Call Monitoring
2013 Guide: 4 Ways to Increase Reservations with (Affordable) Call MonitoringIvanti
 
5 Critical Local Marketing Strategies for National Brands in 2013
5 Critical Local Marketing Strategies for National Brands in 20135 Critical Local Marketing Strategies for National Brands in 2013
5 Critical Local Marketing Strategies for National Brands in 2013Ivanti
 
How To Grow Revenue Through Pay-Per-Click Marketing
How To Grow Revenue Through Pay-Per-Click MarketingHow To Grow Revenue Through Pay-Per-Click Marketing
How To Grow Revenue Through Pay-Per-Click MarketingIvanti
 
Webinar - Unexpected Website Performance Formulas of the Conversion Scientist
Webinar - Unexpected Website Performance Formulas of the Conversion ScientistWebinar - Unexpected Website Performance Formulas of the Conversion Scientist
Webinar - Unexpected Website Performance Formulas of the Conversion ScientistIvanti
 
Online Marketing Summit (OMS) - The Myth of Mobile Metrics
Online Marketing Summit (OMS) - The Myth of Mobile MetricsOnline Marketing Summit (OMS) - The Myth of Mobile Metrics
Online Marketing Summit (OMS) - The Myth of Mobile MetricsIvanti
 
Webinar - Critical Keys to Mobile Landing Pages
Webinar  - Critical Keys to Mobile Landing PagesWebinar  - Critical Keys to Mobile Landing Pages
Webinar - Critical Keys to Mobile Landing PagesIvanti
 
Webinar - The Keys of Social Media Success
Webinar - The Keys of Social Media SuccessWebinar - The Keys of Social Media Success
Webinar - The Keys of Social Media SuccessIvanti
 
Webinar - 3 Lessons Your Business Can Learn From BIG Campaigns
Webinar - 3 Lessons Your Business Can Learn From BIG CampaignsWebinar - 3 Lessons Your Business Can Learn From BIG Campaigns
Webinar - 3 Lessons Your Business Can Learn From BIG CampaignsIvanti
 
Webinar - Powerful Strategies for #1 Google Rankings
Webinar - Powerful Strategies for #1 Google RankingsWebinar - Powerful Strategies for #1 Google Rankings
Webinar - Powerful Strategies for #1 Google RankingsIvanti
 
SES Toronto: Top Tips for Conversion Optimization
SES Toronto: Top Tips for Conversion OptimizationSES Toronto: Top Tips for Conversion Optimization
SES Toronto: Top Tips for Conversion OptimizationIvanti
 
Webinar - Mobile Basics: SEO and PPC
Webinar - Mobile Basics: SEO and PPCWebinar - Mobile Basics: SEO and PPC
Webinar - Mobile Basics: SEO and PPCIvanti
 
SES New York - Driving Mobile Traffic: SEO &PPC
SES New York - Driving Mobile Traffic: SEO &PPCSES New York - Driving Mobile Traffic: SEO &PPC
SES New York - Driving Mobile Traffic: SEO &PPCIvanti
 

Mehr von Ivanti (16)

5 Ways to Improve Conversion Rates with Call Tracking
5 Ways to Improve Conversion Rates with Call Tracking 5 Ways to Improve Conversion Rates with Call Tracking
5 Ways to Improve Conversion Rates with Call Tracking
 
10 Tips to Turn Your Average One-Time Website Visitor Into a Customers
10 Tips to Turn Your Average One-Time Website Visitor Into a Customers10 Tips to Turn Your Average One-Time Website Visitor Into a Customers
10 Tips to Turn Your Average One-Time Website Visitor Into a Customers
 
Secrets of Google Maps: The Race for Local Business GOLD
Secrets of Google Maps: The Race for Local Business GOLDSecrets of Google Maps: The Race for Local Business GOLD
Secrets of Google Maps: The Race for Local Business GOLD
 
You Business Lead Generation Handbook
You Business Lead Generation HandbookYou Business Lead Generation Handbook
You Business Lead Generation Handbook
 
2013 Guide: 4 Ways to Increase Reservations with (Affordable) Call Monitoring
2013 Guide: 4 Ways to Increase Reservations with (Affordable) Call Monitoring2013 Guide: 4 Ways to Increase Reservations with (Affordable) Call Monitoring
2013 Guide: 4 Ways to Increase Reservations with (Affordable) Call Monitoring
 
5 Critical Local Marketing Strategies for National Brands in 2013
5 Critical Local Marketing Strategies for National Brands in 20135 Critical Local Marketing Strategies for National Brands in 2013
5 Critical Local Marketing Strategies for National Brands in 2013
 
How To Grow Revenue Through Pay-Per-Click Marketing
How To Grow Revenue Through Pay-Per-Click MarketingHow To Grow Revenue Through Pay-Per-Click Marketing
How To Grow Revenue Through Pay-Per-Click Marketing
 
Webinar - Unexpected Website Performance Formulas of the Conversion Scientist
Webinar - Unexpected Website Performance Formulas of the Conversion ScientistWebinar - Unexpected Website Performance Formulas of the Conversion Scientist
Webinar - Unexpected Website Performance Formulas of the Conversion Scientist
 
Online Marketing Summit (OMS) - The Myth of Mobile Metrics
Online Marketing Summit (OMS) - The Myth of Mobile MetricsOnline Marketing Summit (OMS) - The Myth of Mobile Metrics
Online Marketing Summit (OMS) - The Myth of Mobile Metrics
 
Webinar - Critical Keys to Mobile Landing Pages
Webinar  - Critical Keys to Mobile Landing PagesWebinar  - Critical Keys to Mobile Landing Pages
Webinar - Critical Keys to Mobile Landing Pages
 
Webinar - The Keys of Social Media Success
Webinar - The Keys of Social Media SuccessWebinar - The Keys of Social Media Success
Webinar - The Keys of Social Media Success
 
Webinar - 3 Lessons Your Business Can Learn From BIG Campaigns
Webinar - 3 Lessons Your Business Can Learn From BIG CampaignsWebinar - 3 Lessons Your Business Can Learn From BIG Campaigns
Webinar - 3 Lessons Your Business Can Learn From BIG Campaigns
 
Webinar - Powerful Strategies for #1 Google Rankings
Webinar - Powerful Strategies for #1 Google RankingsWebinar - Powerful Strategies for #1 Google Rankings
Webinar - Powerful Strategies for #1 Google Rankings
 
SES Toronto: Top Tips for Conversion Optimization
SES Toronto: Top Tips for Conversion OptimizationSES Toronto: Top Tips for Conversion Optimization
SES Toronto: Top Tips for Conversion Optimization
 
Webinar - Mobile Basics: SEO and PPC
Webinar - Mobile Basics: SEO and PPCWebinar - Mobile Basics: SEO and PPC
Webinar - Mobile Basics: SEO and PPC
 
SES New York - Driving Mobile Traffic: SEO &PPC
SES New York - Driving Mobile Traffic: SEO &PPCSES New York - Driving Mobile Traffic: SEO &PPC
SES New York - Driving Mobile Traffic: SEO &PPC
 

Kürzlich hochgeladen

Anyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyAnyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyHanna Klim
 
MC Heights construction company in Jhang
MC Heights construction company in JhangMC Heights construction company in Jhang
MC Heights construction company in Jhangmcgroupjeya
 
Intellectual Property Licensing Examples
Intellectual Property Licensing ExamplesIntellectual Property Licensing Examples
Intellectual Property Licensing Examplesamberjiles31
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxWorkforce Group
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 
Human Resource Management Chapter 9: Performance Management and Appraisal
Human Resource Management Chapter 9: Performance Management and AppraisalHuman Resource Management Chapter 9: Performance Management and Appraisal
Human Resource Management Chapter 9: Performance Management and Appraisalgomezdominic3
 
Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Winbusinessin
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...Khaled Al Awadi
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access
 
NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023Steve Rader
 
7movierulz.uk
7movierulz.uk7movierulz.uk
7movierulz.ukaroemirsr
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarNathanielSchmuck
 
Company Profile and SWOT Analysis Product List.pdf
Company Profile and SWOT Analysis Product List.pdfCompany Profile and SWOT Analysis Product List.pdf
Company Profile and SWOT Analysis Product List.pdfRobertPhillips265023
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...Brian Solis
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursKaiNexus
 
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBBPMedia1
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access
 

Kürzlich hochgeladen (20)

Anyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agencyAnyhr.io | Presentation HR&Recruiting agency
Anyhr.io | Presentation HR&Recruiting agency
 
MC Heights construction company in Jhang
MC Heights construction company in JhangMC Heights construction company in Jhang
MC Heights construction company in Jhang
 
Intellectual Property Licensing Examples
Intellectual Property Licensing ExamplesIntellectual Property Licensing Examples
Intellectual Property Licensing Examples
 
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptxCracking the ‘Business Process Outsourcing’ Code Main.pptx
Cracking the ‘Business Process Outsourcing’ Code Main.pptx
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 
Human Resource Management Chapter 9: Performance Management and Appraisal
Human Resource Management Chapter 9: Performance Management and AppraisalHuman Resource Management Chapter 9: Performance Management and Appraisal
Human Resource Management Chapter 9: Performance Management and Appraisal
 
WAM Corporate Presentation Mar 25 2024.pdf
WAM Corporate Presentation Mar 25 2024.pdfWAM Corporate Presentation Mar 25 2024.pdf
WAM Corporate Presentation Mar 25 2024.pdf
 
Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024Ethical stalking by Mark Williams. UpliftLive 2024
Ethical stalking by Mark Williams. UpliftLive 2024
 
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...NewBase  25 March  2024  Energy News issue - 1710 by Khaled Al Awadi_compress...
NewBase 25 March 2024 Energy News issue - 1710 by Khaled Al Awadi_compress...
 
Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024Borderless Access - Global B2B Panel book-unlock 2024
Borderless Access - Global B2B Panel book-unlock 2024
 
NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023NASA CoCEI Scaling Strategy - November 2023
NASA CoCEI Scaling Strategy - November 2023
 
7movierulz.uk
7movierulz.uk7movierulz.uk
7movierulz.uk
 
Live-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry WebinarLive-Streaming in the Music Industry Webinar
Live-Streaming in the Music Industry Webinar
 
Sixth Sense Media Portfolio (Eng Ver) PDF
Sixth Sense Media Portfolio (Eng Ver) PDFSixth Sense Media Portfolio (Eng Ver) PDF
Sixth Sense Media Portfolio (Eng Ver) PDF
 
Company Profile and SWOT Analysis Product List.pdf
Company Profile and SWOT Analysis Product List.pdfCompany Profile and SWOT Analysis Product List.pdf
Company Profile and SWOT Analysis Product List.pdf
 
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
The End of Business as Usual: Rewire the Way You Work to Succeed in the Consu...
 
AL Satwa Dubai Call Girls +971552825767 Call Girls In AL Karama
AL Satwa Dubai Call Girls +971552825767  Call Girls In AL KaramaAL Satwa Dubai Call Girls +971552825767  Call Girls In AL Karama
AL Satwa Dubai Call Girls +971552825767 Call Girls In AL Karama
 
Developing Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, OursDeveloping Coaching Skills: Mine, Yours, Ours
Developing Coaching Skills: Mine, Yours, Ours
 
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John MeulemansBCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
BCE24 | Virtual Brand Ambassadors: Making Brands Personal - John Meulemans
 
Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024Borderless Access - Global Panel book-unlock 2024
Borderless Access - Global Panel book-unlock 2024
 

Direct Marketing News Webcast - The 17 Coolest Metrics We Extracted from Phone Calls in Q1

  • 1. The 17 Coolest Metrics We Extracted from Phone Calls in Q1
  • 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
  • 5. TraditionalCall Tracking Raw # of Calls Referring Source Keywords (Maybe) Call Duration
  • 7. words spoken each day on business phone calls. A lot happensafter the phone rings. BILLION
  • 9. Conversation AnalyticsConversation Analytics tells you what happens ON the call. Call IndicatorsConversation Analytics Engine Call Conversation
  • 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
  • 20. - Lead quality matters…but not as much as other things
  • 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