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How to rescue a lost sales opportunity

by Frank Larkin

You spend plenty of marketing dollars to drive phone calls to your business, and these high-value callers represent your future loyal customers and revenue. But not every call goes as planned. For a variety of reasons, callers may disconnect without scheduling a meeting or booking an appointment, and your opportunity to guide that prospect to becoming a customer is lost. Whether there was a misunderstanding about pricing options or inexperienced personnel handling high-intent callers, sometimes calls that should have led to new business fail. . . .

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Auto Services industry trends and how businesses can capitalize on them

by Frank Larkin

Auto services is a growing market, and the used car market projected to achieve record sales in 2019 and beyond. People are keeping their cars longer or turning to the used market for the first time in years. For aftermarket retailers and service providers, this is encouraging news. But, a recent Auto Services Industry report by the Marchex Institute shows that these businesses could be doing even better. In fact, many are missing revenue opportunities--as much as 30 percent--due to how they handle inbound sales calls. . . .

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What Conversational Analytics can do for your sales and marketing organizations

by Jana Baker

Whether your business needs to better understand marketing performance, improve call handling across many touchpoints, optimize sales interactions, or simply boost the volume of inbound sales calls you receive, Conversational Analytics can help you optimize the results of your efforts. . . .

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Gain marketing attribution across ALL your channels – including calls and texts

by Jana Baker

Data-driven marketers seeking full attribution are tasked with understanding performance across a growing number of channels. For marketers who stick to digital advertising, metrics are often part of the application. But if shop visits or phone calls are part of your marketing mix, gathering data and combining it with digital metrics can be challenging. Not surprisingly, many marketers end up with a blind spot when measuring their marketing results. . . .

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How Conversational Analytics can help turn leads into customers

by Jana Baker

Conversational Analytics, traditionally the realm of marketers, can also be a great tool for the sales team. Think about it; what do sales teams need? They need to know which leads should be prioritized based on the highest intent to purchase. Sales managers need to measure performance on the phone at scale across multiple agents and locations. . . .

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Marchex wins for “Best use of AI in Marketing and Advertising”

by Justin Carter

Marchex is honored to receive the “Best use of AI in Marketing and Advertising” from the Global Annual Achievement Awards for Artificial Intelligence. This is the 4th year of the Global Annual Achievement Awards for Artificial Intelligence and spanned across 7 different categories from AI research to AI business applications. Winners were announced during the AI & Robotics Conference in late October in Boston, MA. . . .

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Marchex acquires Sonar Technologies expanding text/SMS capabilities

by Frank Larkin

Earlier this week, Marchex acquired Sonar Technologies, a conversational analytics company focused on text and SMS analytics. This is exciting news for Marchex customers who offer text communication channels with their customers, particularly when it comes to customer service. Sonar helps businesses use AI and chatbots to support their customers every step of the purchase journey. In fact, Sonar has one of the highest-rated user interfaces in the SMS space according to G2.. . . .

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3 Steps to Optimizing Inbound Sales Calls

by Jana Baker

The highest spending, fastest converting, and most loyal customers are those who pick up the phone to call businesses. This means that companies who put an emphasis on optimizing the phone experience are giving their business a clear-cut edge compared to their competitors. In our work with top brands in a variety of industries, we understand how businesses can get the best outcome out of each phone call. . . .

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How to best communicate with your callers

by Jana Baker

In this final installment of our 3-part series on optimizing inbound sales calls, we focus on guiding callers to become customers. In short, how you communicate with your prospect can make be the difference in the final outcome. If you missed parts 1 and 2, check out Turn every call into an opportunity and Provide a high-quality caller experience. . . .

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How Service Experts Recovered 25% of Its Lost Leads

by Jana Baker

Service Experts is a large home services company that provides repair and maintenance services of HVAC, plumbing, and other home-based systems. To drive revenue to its locations across North America, Service Experts relies on phone calls. Marchex client Strategic America is the digital marketing agency that manages digital advertising programs for Service Experts. Strategic America is focused on sending high quality leads to Service Expert locations. . . .

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How multi-location brands can increase revenue from local business pages

by Jana Baker

Want to learn a top strategy used by multi-location brands and franchises to boost revenue from organic web traffic with call tracking? Join Brian Rutledge, founder and CEO of digital agency GPO, and Brian Craig, VP Analytics Marketing at Marchex, to learn the secrets to unlocking value from local pages. . . . .

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Provide a high quality caller experience

by Jana Baker

In the second step to optimizing phone calls, we focus on the business’s ability to increase sales by optimizing each call that connects with it. In the initial installment of this series, we covered how to ensure prospects reaching out to you connect with your business. Now that your callers are reaching you, it’s time to address what happens on the call. By understanding caller intent to purchase and measuring the performance of the salespeople on actual sales calls, businesses can take steps to better engage customers at a critical step in the path to purchase. . . .

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Turn every call into an opportunity

by Jana Baker

The Marchex Institute–a team of data analysts at Marchex tasked with slicing and dicing aggregate call data to find new insights for Marchex customers–recently reviewed millions of phone calls in the auto industry to understand how well dealerships handle their inbound calls. The automobile industry was chosen for several reasons, with one being that many buyers wait until very late in the buying process to choose a dealership to visit. So much of the pre-buying research happens online, there is no need to go to a dealership for education or even inventory questions until late in the purchase process. One of the few ways to influence a visit is the interaction that takes place on a phone call when a prospective buyer calls in with a question. This holds true for many businesses and industries. . . .

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2 steps to better outcomes of your inbound calls

by Jana Baker

When it comes to driving more revenue, there are two ways to go about it: Get more leads to convert or convert more of the leads you already have. Research shows the latter is typically the most economical. So how do you go about converting more of your existing leads?. . . .

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2020 Edison Award for Marchex Conversational AI And What It Means for Your Business in an Uncertain Market

by Justin Carter

With events changing daily, we understand how important it is for our customers to understand what's happening within their business and their customer interactions. Conversational Artificial Intelligence can offer critical insights in real time to businesses across their locations just when they can utilize them most.. . . .

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Marchex Cited as a Top Sales Engagement Vendor by Forrester

by Brian Craig

Forrester has included Marchex among top sales engagement vendors in its newly released research report. The report identifies the eight most significant vendors in the sales engagement market-the vendors that matter most-and helps sales leaders select the right one for their needs. Marchex was among the select companies that Forrester invited to participate in its Q3 2020 Forrester Wave. . . .

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How Call Tracking Works

by Jana Baker

Whether you're a marketer, a customer service or support manager, call tracking can help you understand your inbound calls. You can learn how people are finding your business, the volume of calls you are receiving and with the right platform, the reason people are calling your business in the first place. . . .

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Marchex Named The Leader in Conversational Intelligence

by Jana Baker

The most successful interactions with prospects and customers take the form of a digital, omnichannel conversation. It's more critical than ever for businesses to be able to digitize the conversation across time, devices, and channels. The Opus Research Conversational Intelligence Intelliview report evaluated the strongest players in this emerging discipline and analyzed why conversations are the New CX. . . 

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SMS + Automation: The Next Level in Conversational Sales and Analytics

by Nancy Cho

The growing omnichannel market has made it difficult for businesses to connect with customers. Whether it's by phone call, direct mailer, email, social, or text messaging, it's more critical than ever to meet customers where they are by adopting new or emerging technology channels. . . .

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Marketing Attribution for Phone Calls - Part 1 of a 4-part series

by Jana Baker

One of the main reasons that marketers seek call tracking is for attribution: They want data that measures marketing tactics that drive phone calls. There are many reasons for wanting attribution: Validation that budget spend is driving required leads, Performance measures of different channels and tactics, Proof that efforts are deriving value. . . .

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Improve Your Google Ads ROI with Scalable Call Analytics: Here's How

by Sean Barrington

Using paid search is a core tactic in many a marketer's strategy. You create keywords and ads based on what will drive the most revenue and the best ROI for your business. Within the platform, you can see the number of clicks and cost your ads drive and if you've set up conversion measurements, you can see the number of conversions and an assumed value based on a simple call duration threshold. . . .

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Marketing Attribution for Phone Calls - Part 2 of a 4-part series

by Jana Baker

In this installment of our 4-part series on gaining marketing attribution from phone calls, we focus on gaining insights at the channel level. This is a typical entry strategy for a lot of businesses implementing call tracking. In part 1, we focused on campaign-level tracking. . . .

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Forrester Publishes New Sales Enablement Automation Report

by Jana Baker

Forrester recently published its Now Tech: Sales Enablement Automation, Q2 2020 report to help its clients make informed decisions when selecting a sales enablement automation vendor in this increasingly diverse space.. . . .

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Why Your Business Needs Marketing Attribution

by Marchex Marketing Team

As marketers, we're tasked with making sound advertising and marketing decisions across an exhaustive number of devices and channels. For optimal performance, we need to know what's working. . . .

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Why you should consider a text channel for your business

by Marchex Marketing Team

Recent text messaging statistics show people (including your customers) are texting for business purposes more than ever. Texting is a great channel for a business to inform its audience, offer promotions, answer questions, send reminders, and much more. More importantly, it provides a medium with an incredibly high read and response rate, compared to email and phone calls. . . 

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4 Ways Conversation Intelligence Can Boost Business Performance

by Jana Baker

Conversations are the currency of a business transaction. Prospective customers contact your business by phone call, chat, or text, to get product or service information, understand pricing, and then, to book an appointment, schedule a demo, or plan a visit. To get the information they need, your prospective customers share information with you-and this first-party information is an untapped asset you can use to systemically improve your business. . . .

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Marketing Attribution for Phone Calls - Part 3 of a 4-part series

by Jana Baker

In part 3 of the series, we take a look at creative-asset level tracking, the next layer down in our increasingly granular journey of marketing attribution. This strategy requires that you insert a unique call tracking number (CTN) on each unique creative asset within a channel. . . .

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3 technologies that can boost sales conversions from inbound opportunities

by Jana Baker

The pandemic has caused key changes related to the channels we use to conduct business - both personal and professional. Around the country, broadband providers have worked hard to keep up with demand as homebound consumers increased internet usage including more WiFi and video calls. Carriers such as Verizon and AT&T also confirm that voice traffic spiked also as people began working from home. As millions of American schoolchildren begin learning virtually this fall, another broadband spike may be on the horizon.. . . .

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Here's how to turn phone and text leads into customers

by Jana Baker

Businesses rely on their marketing departments to drive inbound leads for their sales teams to convert. Yet, marketers are also responsible for the performance of their campaigns and that means they need data. To measure the success of your inbound calls from digital media or texts (you're using text in your marketing, right?), you need Call or Conversation Analytics. . . .

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How Marchex is Supporting Customers During the COVID-19 Crisis

by Russell Horowitz, Executive Chairman and Co-CEO

The current pandemic is creating a highly uncertain business and social climate as consumers adjust to changing daily realities and businesses cope with an increasingly distributed workforce. Most businesses have little visibility into their most important customer interactions as they are occurring, and with employees working from home, they are also dealing with much slower-than-normal information sharing. . . .

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Understand and optimize your Google Ads account based on demographic and audience targeting data

by Sean Barrington

You are a marketer who uses paid search to drive phone calls for your business. You've taken the steps to set up your Google Ads campaigns, ad groups, keywords, and ads with the standard best practices. You know the value of call analytics and you are powering your decision making with a cutting-edge call analytics solution that is accurate and scalable. . . .

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How Two-Way Texting Can Boost Your Business Performance

by Mason Starkman

Texting is an increasingly popular way for businesses to reach customers and employees. In fact, 90 percent of consumers want to text with brands. Businesses that don't use a text channel may be limiting their potential with prospects and customers. Marchex company Sonar helps organizations implement SMS strategies for today's business environment.. . . .

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How Juniper Communities learned to reach more prospective residents on the phone

by Jana Baker

Juniper Communities provides a wide range of residential options for seniors in three states. To find prospective residents, Juniper relies on inbound phone calls. When Juniper acquired a new property in May 2019, the management team discovered Marchex Speech Analytics. The team was impressed by the community's ability to reach prospects by optimizing inbound call traffic. . . .

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Discover 3 Strategies That Harness the Power of Conversational Analytics: Join our Webinar

by Jana Baker

Conversational Analytics can be used to optimize marketing initiatives and to fill in gaps in attribution. They can also be used to better understand the customer journey, prospect intent, and agent performance. Text, specifically, can be deployed as a complementary channel for consumers who prefer this way of communicating and can have several advantages over email and calls in some applications.. . . .

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Using Text Communications to Navigate the COVID-19 Crisis

by Jana Baker

It's been an extraordinary few weeks as we've come to grips with the expanding reality of COVID-19. As we adapt our personal and work lives to move forward, the way we engage our customers and employees is requiring new tools and practices that can help us adjust. . . .

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How Big O Tires gleaned an additional $1M from calls in two months

by Jana Baker

Big O Tires is one of the nation's largest auto services franchise organizations offering a wide range of diagnostic, repair and routine maintenance services for automobiles and other vehicles. As a long-time Marchex customer deploying Speech Analytics, Big O Tires was in an ideal position to pilot Marchex Sales Edge Rescue, an AI-infused call monitoring and scoring solution that identifies missed opportunities and generates alerts that enable businesses to take quick action to save a sale. . . .

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Webinar Sneak Peek: 3 Steps to Optimizing Inbound Sales Calls

by Mason Starkman

Phone calls are the most valuable leads your business can get, and how you handle inbound calls can directly affect your bottom line. In our latest webinar, we share the 3-step process we implement for our customers, so they can reap the full value of the calls they drive. Join us to learn the Marchex 3-step process to call optimization. . . .

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