The Phone’s Importance and Analyzing Your Calls

The Phone’s
Importance and
Analyzing Your
Calls

It’s a major understatement to say that the
world is changing at a rapid pace. As we learn
more efficient ways of communicating, newer
methods continually replace older ones. For
example, people can complete many errands
such as shopping and banking online. Because
of this, some marketers have the mistaken
impression that the good old telephone call is
no longer relevant. However, this is far from
the truth.

Consider the tasks the typical person
completes in a day and how he or she needs a
phone for most of them. For example, this
person may go out to start his or her car for
work in the morning only to discover that it
won’t start at all. This requires a call to the
local mechanic to inquire about availability for
appointments and a tow truck to get the car
there for repair.

While waiting for the tow, the person who’s
now late for work may pull out a phone and
schedule a few appointments. While he or she
could also do that online from a smartphone,
it’s often quicker and easier to just place a call
when using a mobile device.

The above is just an example and people
obviously may call business more often or less
often than this typical person does. However,
that doesn’t take away from the fact that this
form of communication that has been around
for more than 100 years still works. It just
looks a bit different. Instead of placing calls
through a party line, people carry tiny phones
with the same capabilities as a computer
around with them at all times.

Far from making the telephone obsolete, the
Internet has only increased its use. One
reason for this is that more than two-thirds of
people accessing the Internet from their
smartphone search for a call button to reach
the company in question right away. With this
in mind, it’s important to consider how
telephone calls still remain essential for
businesses.

Smartphones Have Become an
Essential Aspect of Everyday Life
More than 90
percent of adults in
the United States
own a smartphone
and they keep it in
easy reach all hours
of the day and night.

Within the next two years, industry analysts
predict smartphone ownership to increase to
more than six billion people across the globe.
This accounts for nearly 80 percent of the
population of the world. These are statistics
that no company serious about claiming a
major market share can afford to ignore. Yet
another thing to consider is that nearly 95
percent of people who own a smartphone call
a business after searching for it on their
mobile device.

Customers Still Prefer to
Communicate in Person
When people shop
at a traditional
store, there’s
usually no shortage
of salespeople
available and
willing to help
them evaluate
several products.

Most people appreciate this and will go out of
their way to look for a salesperson if one
doesn’t approach them first.
However, it’s a different story when someone
logs onto the Internet to do their shopping.
They spend a lot of time searching through
the various options and may eventually feel
lost and overwhelmed.

This would be a good time for a salesperson or
shopping assistant to appear to answer such
questions as the type of material that makes
up the product or its dimensions. With a toll-
free telephone number prominently displayed
on every page of the website, the customer
decides to speak to a real live human being to
help them with their purchase decisions.

The ability to connect with someone by
pushing a few buttons makes people feel like
your company cares about their shopping
experience. They feel valuable and heard,
making it much more likely they will return to
your online store when they need a similar
product in the future.

Sometimes It’s Faster to Make a
Purchase by Phone
Customers typically shop online by placing a call
to the company or completing an online order
form. With many people shopping directly from
their smartphones these days, it can be
awkward and uncomfortable to type in shipping
and payment information on a small screen.

It would be much easier and faster to press
the click-to-call button and speak to a live
agent who will take the order instead.
Research indicates nearly 60 percent of online
customers prefer this approach because it
allows them to speak to someone who can
quickly answer their questions and complete
their shopping.

Customers Prefer to Talk to a Representative Before
Purchasing a Complicated or Expensive Product
It requires a live conversation for sales
representatives to pick up on a customer’s
concerns and resolve them so he or she will
proceed with the sale. Trained sales agent can
also make personalized recommendations or
offer an alternative rather than your company
losing the sale altogether.

For items such as cars, home appliances,
jewelry, real-estate, and other high-ticket
purchases, people want to take their time to
comparison shop to ensure they get the
highest quality and lowest price possible.
These customers prefer to speak to a sales
representative as much as 80 percent of the
time.

B2B companies that offer complex services or
products should consider that personal
communication is the ideal way for a customer
to learn more about the advantages of their
products as well as how they work. Otherwise,
it might take a potential customer many
months of online shopping to research and
follow through with a purchase.

Despite the obvious benefits of phone calls,
marketers continue to overlook their
importance. Once a customer goes offline, it
becomes very difficult to track his or her
buying journey. This is where call tracking
analysis from Call Sumo enters the picture.
Your company can stop guessing and start
mining real and useful data about customers
who complete most of their transactions by
phone.

It also allows you to see which of your
marketing campaigns are most effective at
getting them to pick up the phone in the first
place.
We are happy to answer additional questions
or demonstrate Call Sumo in person. You
simply need to ask by contacting Call Sumo at
your convenience.

The Phone’s Importance and Analyzing Your Calls

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to The Phone’s Importance and Analyzing Your Calls

Similar to The Phone’s Importance and Analyzing Your Calls (20)

More from Call Sumo

More from Call Sumo (16)

Recently uploaded

Recently uploaded (20)

The Phone’s Importance and Analyzing Your Calls