Dialogtech
Download as PPTX, PDF0 likes490 views
DialogTech provides AI-powered call analytics to measure, analyze, target, and personalize inbound calls for marketers. It analyzes calls to determine key insights about call drivers, caller data, call experiences, and lead values. These insights allow companies to optimize digital ad spend, routes calls to best locations/agents, qualifies callers through IVRs, arms agents with caller data, analyzes conversations for insights, and improves audience targeting. Multiple customers saw increases in calls and conversions from optimizing with DialogTech's data-driven insights.
Dialogtech
- 1. Actionable marketing analytics for inbound calls MEASURE | ANALYZE | TARGET | PERSONALIZE | OPTIMIZE The world leader in AI call analytics for marketers Visit dialogtech.com to schedule a personalized demo
- 2. Trusted by the world’s best brands
- 3. AI turns voice interactions into actionable insights Conversation Analytics with AI Yes, DialogTech has industry-leading call tracking. But what sets us apart is our AI-powered conversation analytics. We analyze calls to every location for you to determine:
- 4. Optimize ROI by taking a data-driven approach to calls with DialogTech
- 5. Data-driven steps to optimize your digital ad ROI 1. You Invest in Digital Campaigns 2. You Generate Conversions Online Phone Call In Person 3. You Measure Their Value 4. You Determine Next Actions 5. You Optimize for What Works Best Not a Sales Lead Sales Lead Sales Opportunity Appointment New Customer Repeat Customer Retarget Lookalikes Exclude Marketing Channels Campaigns & Ads Search Keywords Web Page Variations
- 6. This works well when everything’s online 1. You Invest in Digital Campaigns 2. You Generate Conversions 3. You Measure Their Value 4. You Determine Next Actions 5. You Optimize for What Works Best Online Phone Call In Person Not a Sales Lead Sales Lead Sales Opportunity Appointment New Customer Repeat Customer Retarget Lookalikes Exclude Marketing Channels Campaigns & Ads Search Keywords Web Page Variations
- 7. But what happens when people call? 1. You Invest in Digital Campaigns 2. You Generate Conversions 3. You Measure Their Value 4. You Determine Next Actions 5. You Optimize for What Works Best Online Phone Call In Person Not a Sales Lead Sales Lead Sales Opportunity Appointment New Customer Repeat Customer Retarget Lookalikes Exclude Marketing Channels Campaigns & Ads Search Keywords Web Page Variations ? ? ??
- 8. DialogTech captures analytics on call conversions 1. What Drove the Call • Marketing channel • Specific ad • Search keywords • Website interaction and page they called from 3. Call Experience • Where was the call routed • Was the call answered • What was said & by whom • How long the call lasted 2. Caller Data • Name & phone number • Geographic location • New or repeat caller • Device 4. Lead Value • Was the call a quality sales lead • Did it convert to an appointment or customer • Value of the call “DialogTech is outstanding. It helps us understand exactly how our marketing is driving calls, so we can optimize our digital efforts and ad spend to focus on bringing in clients.”
- 9. Sample ROI from analyzing calls with DialogTech What They Learned Many reservation calls come from mobile paid search on Fridays between 2pm & 5pm 70% of calls that were 1 minute or longer included the words “reserve” or “reservation” Although more expensive, non- branded terms drive the most calls & reservations from 1st-time visitors Some locations had ring times over 20 seconds before calls were answered What They Did Focus mobile spend on high- converting times Optimize keywords, ad copy, and targeting based on what drives longer calls Justify the continued investment in more competitive non-branded keywords Coached locations to make answering calls promptly a priority Restaurant chain with 20+ locations Uses search & display to drive reservation calls DIALOGTECH CUSTOMER EXAMPLE 461% increase in call conversions 434% increase in reservations 38% decrease in cost per reservation The Results
- 10. DialogTech integrates with your other platforms Ad Platforms CRMOptimizationCall Analytics Marketing Channel Specific Ad Search Keywords Web Behavior Time/Day of Call Caller Location Analytics Get a Complete, Real-Time View of the Customer Journey: Online & Over the Phone Measure and optimize for calls and clicks together to acquire the most customers at the lowest CPL.
- 11. Optimize ROI with a complete view of the customer Results Increased calls by average of 13% each month $13 billion provider of technology products and services DIALOGTECH CUSTOMER EXAMPLE 2. DialogTech captures channel, ad, keyword search, and webpage that drove the call. 1. Digital advertising drives website visits and calls. 3. Can now use Adobe to optimize spend for the keywords driving good calls. “We’ve been able to effectively leverage the call data that DialogTech provides to optimize our digital marketing activities.” -- Dan Cardamone, Manager of Search Marketing at CDW
- 12. Use DialogTech to personalize caller experiences Set up rules to have DialogTech route callers to the best location or agent right away to convert more calls to customers CALL ROUTING EXAMPLE: INSURANCE If you have call centers, route callers by the marketing source that drove the call Caller #1: Ran search for “cheap car insurance in IL” - Routed to Auto division Caller #2: Called from Home Insurance webpage - Routed to Home division Caller #3: Current customer - Routed to Claims & Customer Support CALL ROUTING EXAMPLE: RETAIL If you have multiple locations, route callers by their location or the day/time Caller #1: Called from downtown Cincinnati - Routed to closest store Caller #2: Called after hours - Routed to 24/7 call center Caller #3: Current customer - Routed to IVR to ask if they are checking on a delivery
- 13. Sleep Train’s marketing generates 10,000+ calls a month Qualify & assist callers with a DialogTech IVR IVR Options Press 1 for the store nearest you Press 2 to order over the phone Press 3 to learn about financing • Mattress retailer with 300 stores • Uses IVR to connect callers to best destination DIALOGTECH CUSTOMER EXAMPLE Call Center Local Store Have callers determine how they get routed IVRs are extremely easy to build and update with DialogTech – anyone can do it “We selected DialogTech’s IVR technology because it was simple to set up and manage, and we couldn’t be happier with the results.” -- Dwayne Bradley, Telecommunications Manager at Sleep Train
- 14. See the marketing source that drove call See info on the caller and their location DialogTech arms sales agents with caller insights Marketing interaction generates a call Analytics on the caller presented to sales agent
- 15. Analyze conversations for marketing insights Call Recordings & Transcriptions Calls to every location are recorded and transcribed for you to review. Run searches where important words are said and drill into those calls for marketing insights. AI & Machine Learning AI and machine-learning algorithms do the analytics for you, measuring caller intent, sales agent performance, conversion rates, and much more. Removal References % Change From Prior Month Tree Trimming References % Change From Prior Month Treatment/Pests References % Change From Prior Month Lawn Care References % Change From Prior Month Quintile Locations Sales Conversion Rate Sales Opportunity Rate Avg. Lead Score CIPro Voicemail % 1 2 3 4 5 Grand .. 25.3% 37.8% 27.0% 25.8% 21.4% 15.6% 3.0 2.2 2.7 3.0 3.3 3.7 58% 48% 57% 57% 61% 65% 62% 44% 53% 62% 68% 75% 104 20 21 21 21 21 Location Performance by Sales Conversion Rate KPI Performance by City Region Calls Avg. Lead Score Sales Opportunity Rate Sales Conversion Rate Midwest South West Northeast Grand T.. 62% 64% 56% 59% 65% 58% 56% 58% 53% 61% 3.0 2.9 2.9 2.7 3.2 102,482 15,013 22,082 23,803 41,584 KPIs by Region ACME Location Location State/ Province Calls Sales Conversion Rate Avg. Lead Score Sales Opportunity Rate CIPro Voicemail % 133031 OH 138931 PA 131731 PA 732106 IL Top Locations ACME Location Location State/ Province Calls Sales Conversion Rate Avg. Lead Score Sales Opportunity Rate CIPro Voicemail % 136031 FL 676930 TN 138731 CO 138831 ME TX Bottom Locations 0.0 4.5 Avg. Lead Score Calls 1 1,000 2,000 3,000 4,444 Call Date 5/1/2017 12:00:00 AM to 4/..
- 16. AI analyzes conversations from 3,000+ calls a week to classify each one NEW CUSTOMER CURRENT CUSTOMER OTHER National marketing team proves to 450+ franchisees how many good sales calls they send them. Type of Call AI and machine learning analyzes calls for intent Lead Quality GOOD LEAD BAD LEAD or Senior care provider with 450+ locations DIALOGTECH CUSTOMER EXAMPLE
- 17. Understand if calls are converting and why National marketing team analyzes calls to underperforming locations to see: 1. Are more calls than normal going to voicemail? 2. Are they mentioning national offers on calls? 3. Are they getting bad phone leads? Then contacts location and makes recommendations Can drill into any call to analyze recordings and transcriptions List of all calls to the location in question Can see lead quality and call duration Child tutoring provider with 750+ locations 70% of conversions are phone calls DIALOGTECH CUSTOMER EXAMPLE
- 18. Put callers in the right audience targeting segments Put callers who bought products into upsell or cross-sell campaigns Put callers who didn’t convert into retargeting campaigns Suppress callers from seeing ads that aren’t relevant to them Use your best callers to find more valuable lookalike audiences
- 19. Lookalike audience drove 4x the calls from the next best targeting strategy How DialogTech call data improves lookalikes Knows which customers converted by calling Targets new lookalike audiences resembling your best callers with ads proven to drive calls Senior care provider with 450+ locations 70% of conversions are phone calls DIALOGTECH CUSTOMER EXAMPLE
- 20. Take a data-driven approach to calls with DialogTech 1. You Invest in Digital Campaigns 2. You Generate Conversions 3. You Measure Their Value 4. You Determine Next Actions 5. You Optimize for What Works Best Online Phone Call In Person Not a Sales Lead Sales Lead Sales Opportunity Appointment New Customer Repeat Customer Retarget Lookalikes Exclude Marketing Channels Campaigns & Ads Search Keywords Web Page Variations
- 21. Analyze, optimize, repeat 1. Your digital advertising generates a call 2. DialogTech routes the caller to best location or agent 3. DialogTech analyzes conversation for purchasing intent and outcome 4. You retarget caller with the right digital ad campaign DialogTech captures marketing intelligence on caller Call interaction helps determine next steps online 5. Optimize your: • media spend • website • ad targeting • call routing to drive the most customers at the lowest costs
- 22. Resources to learn more at dialogtech.com/dtu
- 23. Actionable marketing analytics for inbound calls MEASURE | ANALYZE | TARGET | PERSONALIZE | OPTIMIZE AI-driven marketing analytics for inbound calls Visit dialogtech.com to schedule a personalized demo