Phone Experience IS User Experience

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Phone Experience IS User Experience
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• As a business owner, you understand the
  importance of your customers having an excellent
  experience every time they call your company. If
  they dont receive it every time, you might not
  hear from them again. Thats where phone call
  conversion optimization comes into play. Even
  when people make a purchase online, they like
  having a real person answer their questions about
  a product or service. If theyre put on hold,
  treated rudely, or given incorrect information,
  you have just lost your lead to the competition.

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Call Opening

• A caller forms an impression of your company
  during the first few seconds of a call, but many
  businesses fail to appreciate that. This explains
  the abundance of companies that use an automated
  pre-recorded message to greet their callers. If
  you want to improve conversion rates from
  customer phone calls, you need to improve their
  experience. It really is as simple as that. Call
  Sumo provides the technology to listen to
  conversations between sales personnel and
  callers. You can then analyze common factors of
  calls that didnt convert to sales.

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• Its helpful to think of every phone call as an
  opportunity to obtain customer feedback. By
  listening carefully, you can hear and notate
  common objections. With this list in mind, you
  can work on improving your companys bottom line.

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Phone Calls and Sales Conversions

• If youre like most small business owners, you
  have established your website to generate leads
  via phone calls. That means calls are an
  essential touchpoint in the path to customer
  conversion. Touchpoint is a place in the
  marketing channel at which a customer interacted
  with your brand. This can happen at any time
  before, during, or after he or she completed a
  conversion on your companys website.

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• Identifying touchpoints is essential because it
  allows you to gain insight into the journey your
  customer took during a conversion. When you
  identify touchpoints after the conversion, it
  gives you better understanding into your
  customers level of satisfaction. Websites that
  sell high-dollar items online rely on customer
  phone calls to complete the conversion. By
  treating each phone call as a touchpoint, it
  becomes an essential aspect of multi-channel
  approach to marketing.

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Tracking Your Customer Phone Calls

• When you set up your website to generate leads
  via telephone calls, its essential to tie each
  call to its proper traffic source. This allows
  you to see which keywords and marketing channels
  are driving calls and which are not. With this
  information, you can increase or decrease your
  marketing budget in specific areas. Without call
  tracking, youre just guessing on what produces
  results. This can be a costly game of trial and
  error.