As we step into 2022, every business is looking towards the vast possibilities and opportunities that the year holds. After coming through unprecedented times, the world has truly changed, and there is no year that reflects this change better than what is expected for 2022.
But what does that mean for your business?
With the world is changing, so also are the people in it, and that means your customers. Recent years have drastically altered how people interact with different businesses, and what their main priorities are.
Therefore, if you want this year to provide endless growth and prosperity for your business, you must adapt to these changes.
There are countless ways to achieve this, but this article will focus on one of the most effective and vital ways of propelling your business to new heights this year – call tracking.
What is call tracking?
Call tracking is used to gather important data on customer calls. There are many call tracking metrics, including detailed mapping of entire customer journeys through various touchpoints. Call tracking also involves intelligent speech analytics, which can identify keywords spoken in a conversation, whilst recording and transcribing the entire call.
The brilliant features of call tracking software provide the ultimate tool for understanding and perfecting every aspect of your business communication. With call tracking, you’ll have a clear knowledge of how customers are engaging with your business, why they are, and how effective this engagement is, in relation to overall sales and lead generation.
In such times, where business and customer relationships are crucial, choosing a superior software – such as Mediahawk call tracking services in the UK – is a sure way to increase not only your sales and lead generation, but overall return on investment (ROI).
Why is call tracking essential today?
Call tracking is essential for any business, at any time. However, it has rarely been as universally important for businesses as it is moving forward through 2022.
There is a range of different reasons why you need a call tracking software for this year, which includes:
Tracking the customer journey
Call tracking enables you to have a full understanding of customer journeys, including every single touchpoint they engage with before a call, after it, and even during it.
Call tracking will highlight the main areas of your marketing strategies that provide the most customer interaction, as well as clearly mapping where each touchpoint is directing the customers.
Nothing can give a better head start to this year than determining the behaviours and journeys of your customers. Once this has been done, you can easily tailor your marketing strategies to accommodate the preferred areas of engagement that your customers choose.
Coming out of a global pandemic, these journeys may be drastically different from pre-COVID behaviours. So, you need a software for call tracking, to ensure you are effectively engaging customers everywhere, in the present.
In addition, if these patterns change later in the year, your software will recognise this and allow you to re-evaluate.
Changing customer needs
If recent years have changed anything, it’s most definitely people’s perspectives. With customers having new outlooks on various things, it’s certainly changing what they require from your business. As customer needs are changing for this year and may continue to change, it is imperative that you have a call tracking software to both track and help you, to meet their needs.
Call tracking will reveal the needs of customers through the interactions they have with your business. For instance, you may find that customers’ conversations are revealing pivotal patterns in their needs. Call tracking can divulge intricate details, such as their specific queries, how satisfied they seem with the engagement, and what their speech is suggesting they want from your business.
All this information paints a vivid picture of who your customers are, and how their needs have changed coming into this year. Once you have identified this, you can alter your touchpoints to create forms of engagement more suited to what your customers currently desire.
Improved call experiences
After prolonged periods of isolation, the world has realised the importance of reliable, efficient communication. Therefore, you must ensure that your business is providing quality phone calls for customers, since this may be a major priority for them this year.
Call tracking can use intelligent speech analytics to evaluate the quality of conversations in your phone calls. With keyword identification, you can easily see what your customers are calling for, how they are engaging over the phone, and whether the resolution of the call is successful.
In response, you can ensure your business is adequately prepared to provide effective communication with customers, allowing every query and call purpose to be met properly. This will not only result in a greater increase in conversion rates, but more improved customer relations – elevating your business reputation, and thus, sales.
With 2022 appearing to be a promising year for businesses and customers alike, ensure that you have all the superior tools you need to bring in new growth, development, and profit.