The rapid development of communications technologies has seen the rise of ‘social business intelligence’ as a field in its own right. With customers and the marketplace having an unprecedented influence on product innovation, and innovation cycle times diminishing from months and years to days, hours and minutes, having of-the-moment customer data is essential. All of this sounds like it’s enterprise-level stuff, but VoIP providers specialized in serving small businesses now manage to serve these CRM features to their customer base in a cost efficient way as well.
A New Business Metric
Real-time intelligence enables you to engage in real-time innovation in an environment where sustainable value is moving from business transactions to business relationships, where industries are in flux with new ones constantly emerging and where change is becoming the norm.
Determine your ROI, traffic and conversion ratio for various channels of publicity and service with call tracking, recording and reporting as well as lead captures, management and scoring, bringing the power of web-based analysis to your calls.
A New Strategy
With caller analytics you can not only break down your calls into inbound, outbound, time and duration categories, but also analyze demographic and census data. You can gain a better understanding of how and why your customers are reaching you, who they are and how you can engage with them to maximize your business potential.
You can also break down your calls into new customers and returning customers, connecting them to social media accounts such as Facebook, Twitter and LinkedIn. Identify target markets and steer the most relevant campaigns, promotions and information towards them.
Caller analytics provide you with an opportunity to determine the effectiveness of your company’s message, and whether direct, online, mobile or social media marketing provided the most leads.
A New Market
Caller analytics are most commonly used with call-based advertising, which is increasing along with mobile use. Having a way of determining whether your customers reach you through mobile, landline, tablet or through an online search means you can identify trends, and target the most active environments using the most effective methods. It also provides you with a means of determining the changing sentiment and rapid cycles of engagement that are coming to define social business.
Caller analytics are essential to optimal lead conversion, allowing you to track campaigns and giving you the valuable information needed to orchestrate a reinvestment and advertising strategies.
Who You Gonna Call?
There are many companies out there who can advise you on call analytics. Companies such as Phone.com and Vocalocity offer quality VoIP services that have several caller analytics and CRM features.
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