Friday, February 21, 2014

15- Key Questions To Ask When Choosing A Call Tracking Provider

Key Questions To Ask When Choosing A Call Tracking Provider

Key Questions To Ask When Choosing A Call Tracking Provider

With more and more people buying smartphones and more and more companies using toll-free numbers, it is much more convenient to place a call and inquire about a specific product. Call tracking for small and large business are proving to be important for determining marketing strategies. 

But since call tracking service providers are not created equal-they use different technologies and have varying features-you need to figure out first a call tracking strategy. Understand what your business needs and what you want to achieve. Then set out to look for a provider that can answer to those needs.

The following are questions you need to ask when evaluating a call tracking provider for your business:

1. What data do they track?

Find out what data are they going to give you in their reports. You would want data that you can act on. You might want to get a report on the number of customers who tried to reach your business but did not get a response. The ability to call back that customer might be important for your business. Maybe you would want a list of keywords or search terms that users have used to reach your website. Or you can also track what ads and where users saw it that led them to you. Also ask in advance about the accessibility of the data and who can access it.

2. Do they have local phone numbers?

Most of the time you will be using a toll-free number that's available on a national level. However, having a local number is important for companies who want to have local presence in an area where they don't have an actual office. Customers also prefer calling a number with an area code that's familiar to them. It will also ensure them that calling your business will not incur a large phone bill since they will be calling local.

3. How do they calculate rates and charges?

Since each provider will be using different sets of technologies, they will also be priced differently. Ask about their pricing and if they offer packages or a la carte systems. A business in one location would probably benefit from being charged per number or per call. But for a national company who is in multiple locations, a per number charge could amount to a much larger bill than you would like. Data from different channels will also have different charges. If you're setting up a complex tracking system, you could end up with a very costly service. Make sure you go through all the services and their cost when dealing with a provider.

4. How can they ensure that customers will be able to reach your business?

Ask about how they monitor the network and what the likelihood of problems and glitches in the system and how will they cope if any such problem arise. Reliability and being able to still connect even if a server goes down or something goes wrong is an important thing to take note of.

5. Can they integrate with your current systems?

As a business, you might already have existing marketing systems that work and you would like call tracking to be integrated into. Ask your provider how they can make it possible for you.

6. Do they have call recording?

There are different reasons why a company would want to listen back to customer's transactions but for the most part it can be used for monitoring the quality of your calls and your receptionists. You could have other reasons of you own so your provider should be able to offer this to you.

7. What are their additional features?

Compare the different features offered by different providers and understand how their features will be able to help grow your business.

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