Simon Beeching argues that you should provide different phone numbers for each website visitor.
Most call centres provide the same telephone number for all of their website visitors, irrespective of who they are and which page they are visiting.
However, by replacing the telephone number or product code on your website for each separate website visitor, you can gain insight into your website visitors calling into your contact centre.
- How they arrived at your website (e.g. referring search engine; paid/natural search; Facebook; affiliate links; direct to website…)
- Common keywords searched and searched phrases on your website
- Real-time AgentView display with data on the individual caller, making behavioural targeting a reality (including targeted ‘on hold’ messages and in-page responses while the user is still online)
- Dynamic call routing and prioritisation, without the need for IVR
- Real-time customer information delivered to both call agents and marketing managers, and visibility of search terms used to link to your site and within your site are just two of the key features of the solution
A good example of this is Syntec’s ResponseTrack call tracking and analytics software, which allows you to attribute your sales to your customer’s website visits. The solution also allows you to optimise online marketing spend and present AgentView caller information to contact centre staff.
- Precise measurement of online advertising performance and ROI, even for enquiries and sales which come through by phone or webchat
- Link with your CRM and back-office for cost per enquiry & cost per sale analysis
- Agents can see website behaviour alongside previous call history and notes
- Real-time manipulation of the customer’s view of a web page
- Works with first-party cookies for wide browser acceptance
- Single JavaScript include in page template – easy to implement
- Async loading – will not slow down your website
- Web based AgentView – nothing to install
- Software as a Service model (SaaS) – no maintenance required
Visit Syntec’s website to find out more.
Author: Megan Jones
Published On: 28th May 2014 - Last modified: 22nd Mar 2017
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