Two more web analytics apps added to our list: AT Internet & TagCommander

Freespee is always working towards the ultimate goal of making voice more meaningful for you and your customers. In our endeavour to make voice interactions visible to your marketing tools, we are happy to introduce two new apps this month. Presenting the Freespee apps for AT Internet and TagCommander!

Screen Shot 2015-06-24 at 13.14.57AT Internet

This solution offers all the features which are essential to carry out an advanced analysis of your audience as standard, by integrating specific business modules: e-Commerce tracking, multichannel campaign analysis, performance monitoring, rich media tracking, dash-boarding, data management (data import/export), etc. Coupled with Freespee, the AT Internet Web Analytics tool will analyse your visitors based on complete user interaction data that also includes data for phone calls collected and activated by Freespee.

Screen Shot 2015-06-24 at 13.14.38TagCommander

 Uplift TagCommander’s web analytics performance with data for phone calls provided by Freespee for detailed analysis of your online visitors and their effect on your marketing campaigns. Create an accurate customer journey that spans marketing channels and devices. Simply put, enhance your understanding of your websites conversion abilities by using Freespee and trace back the online footprints of visitors who interact with you offline.

Please visit our support page to get more details on how to activate the apps for AT Internet and TagCommander. If you would like to see an app that you are using on the Freespee list of apps, then email us on support@freespee.com and we would be more than glad to help you.



2015-06-24 at 13:30
Categories: Freespee
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Feature Update – New Widgets Added to Freespee

Freespee now comes with two more smart widgets to give you more insights about your visitors and their online journey before they call you.

Screen Shot 2015-06-09 at 09.31.21

 

Top Pages Leading to Phone Calls

This is the ‘star’ of the dashboard. This widget lists the top pages that drive most number of phone calls. There are more than one ways to interpret the result on this widget. The widget tells you what is more interesting to your customers. If a page is not featuring on this widget then maybe you need to work on the content or just change the design of the page and add more visibility to phone numbers on that page. Couple the data on this widget with conversions and get a clearer picture of your top line and what is driving it. All in all, this new widget takes you closer to knowing your prospects.

Average Path Length

This is another amazing new widget! It tells you how many pages, on an average do your visitors click before they call. Again, this widget has more than one use. If the number indicated here is too low, then you might want to work on content on run an A/B test to see if you can pull the number up. Too many pages might be an indicator that the relevant data is too deep and can’t be obtained immediately.

Freespee is all about making voice more meaningful to your organisation and your customers. We hope that you have liked these new additions. Do write to support@freespee.com for more information or just add a comment and one of us will be in touch with you.

 



2015-06-18 at 10:10
Categories: Freespee
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How to use #Hashtags more effectively

hashtags_1

My early memories of the pound sign or # sign was the button on the dial pad of my phone. Then came twitter and decided to give the hashtag a completely new meaning. Something as simple as a hashtag can make or break your social media campaign, especially on Twitter. Here are a few tips from #Freespee on how to effectively use hashtags.

Research before you release

Test the effectiveness of your hashtag by seeing what’s already out there. The last thing you want after working so hard on that perfect hashtag is to find it is already associated with something else. It’s fairly likely that whatever hashtag you choose will occasionally be interrupted by a random unengaged user talking about something totally different, however choosing a unique, yet relevant, hashtag for your brand ensures the spotlight remains on your business for the right reasons.

Create hashtags that are easy to remember

When choosing a hashtag, it’s important to make sure that your hashtag is easy for users to remember. With thousands of hashtags roaming the social media universe, the last thing a business wants to do is create a hashtag that is hard to spell or pronounce. Hashtags should be short, easy to pronounce and spell and give users a better idea about the topic of the conversation or tweet stream. At the same time don’t make your hashtag so generic that it would relate to everything under the sun. For example #2015 will have a very wide scope while #Thursday will have a very limited scope.

Used hashtags to categorise campaigns

Nike TwitterWhen you upload social media content, use hashtags to further describe its purpose and the value it offers to its audience. For example, if your content relates to a topic like #fallfashion, or a #holidaysale, say so by including a hashtag. Hashtags can also be very effectively used to show the creativity of your marketing team. Look at Nike’s #betterforit campaign. Often paired with motivational quotes from athletes and gorgeous images on Nike Women’s Twitter feed, the #betterforit campaign drives users to the Nike app while also remaining true to Nike’s “train hard” athletic aesthetic.

Use hastags sparingly

#NeverUse #TooMany #Hashtags #In #the #SameMessage #ThisReadsLikeSpam

Yes, its does read like spam and will mostly go unnoticed or will be deleted. It is also annoying to read a message filled with hashtags. Stick to using not more than two hashtags for your message.

Use hashtags responsibly

Hashtagging trending topics to irrelevant Tweets to draw attention to yourself, or tweeting about everything trending to drive traffic to yourself is bad. Jumping on the bandwagon does not a trending hashtag make. Engaging in any of these bad Twitter habits could lead to a suspended profile and doesn’t provide a meaningful boost in your brand awareness. Behaving like a spammer will only attract spammers.

We hope that these tips have been useful to you. Do share your comments and suggestions with us.

 

 

 



2015-06-09 at 12:53
Categories: Freespee
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Tip of the month: Invite users to the Freespee Platform

Did you know that you could invite users to view reports generated by Freespee? In an organisation, data sharing is very important so that there is complete visibility and transparency of activities and their results. Many times, one person only needs to view the data while another needs to process it further. It does get tedious when you have to pull out 5 different reports for the same data, to share it with all the people concerned. This feature is extremely helpful, not just to share data with people within your organisation but also with external contacts like an agency. When adding a contact, you can choose the rights that you wish to grant to this user and also select the level of data that you want to share.

If you have the write access to your account, you have the permission to add a user. The provision to add a new user to your account is available under the Settings menu. To add a new user, follow the simple instructions as mentioned below.

Add new User

  1. Once inside the Settings tab, scroll down to the bottom and click on ‘New User’. This will expand into a form.
  2. Input an email address that belongs to the person you wish to add, as shown in the image.
  3. Choose whether or not to grant  write access to this user by clicking on the appropriate button as indicated in the image
  4. Select the kind of monthly report that you wish to share with this user by clicking the appropriate button. You can choose to share
    • No monthly reports at all
    • A short one page summary
    • Or a full extended version with complete source information
  5. Click on ‘Create User’ to complete.

On completing the above process, an automated email will be sent to the user on the email address, to complete the set up process. Freespee is committed to ensuring that your privacy is protected. Your data remains available only to you and the people you choose to share it with. You can delete users or modify rights given to them anytime.

Go ahead and share data with people and make the information flow easily. We hope that you like the tip for this month. Please share your views with us by commenting on the post or just email support@freespee.com for more information.



2015-06-03 at 11:52
Categories: Freespee
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New additions to Freespee’s App Gallery!

Hello again! Just wondering if you have had the time to test the new apps Sizmek, Kenshoo and Millennial Media that I wrote about last month. Our development team has been working hard again and that means more interesting and new apps have been added to our existing list. Presenting the Freespee apps for Adform and Webtrends!

AdformadformEnhance Adform’s multi-screen display advertising ability with phone call data provided by the Freespee app. Freespee eliminates the blind spot, that is created when online visitors arising from Adform ads decide to call. By activating the app, Freespee captures phone call data for visitors coming from Adform and sends it back, attached to the campaign ID – just like form submissions or clicks. Adform is able optimise its campaigns better because of precise and complete data for customer interactions that includes web to voice events as well.

webtrends

Webtrends – Enhance your customer’s online experience further by including data for phone calls using the Freespee app for Webtrends. How? Simply by activating the Freespee app for Webtrends. Freespee sends phone call metrics back to Webtrends to complete the data for all customer interactions, just like clicks and form submissions, for better segmentation and targeted online marketing. Base your decisions on complete conversion data and achieve higher levels of personalised targeting by understanding the offline behaviour of your online visitors.

Please visit our support page to get more details on how to activate the apps for Adform and Webtrends. Also look at our existing list of Freespee Apps that will help your tools make better data driven decision. If you would like to see an app that you are using on the Freespee list of apps, then email us on support@freespee.com and we would be more than glad to help you.



2015-05-27 at 10:34
Categories: Freespee
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How to implement a seamless Lead Nurturing strategy

Lead Generation

You’ve probably put a lot of effort into building that leads database. However, research suggests that, even when it comes to qualified leads, more than 50% of leads aren’t ready to buy on the day they first convert on your site. That’s why lead nurturing is one of the most important processes that will help you make the most of your available leads and create a sales funnel with the least amount of leaks.

Here are a few tips from Freespee to enhance your ‘Lead Nurturing’ process

Know what stage your lead is at

It is important to set guidelines about where to place your lead in the marketing funnel. There is no hard and fast rule for lead classification, but take your sales team into confidence when you discuss this part of the strategy. Create clear definitions that suit your business so that you know how your sales funnel looks. You can then alter your marketing campaigns to target that part of the sales funnel that needs more attention.

Assign a probability for your lead

Assigning a probability of conversion for every lead that is passed on to Sales is always a good idea. This means, you are telling Sales that out of the leads that have been assigned, those with high probability of conversion might be a good place to start. Assigning a small number can save a lot of time for both the Sales team and for the prospect.

Align all the teams and stakeholders

Lock your Sales, Marketing, Customer Service and Product Development teams in a room and don’t let them out until they come up with a process that commits them to well-defined roles and responsibilities. Involving everyone to decide on an action plan for each stage of the sales funnel gives a lot of clarity to the whole process and ensures that the customer is not ignored at any given point in time.

Update lead status regularly

Whether you generate 10 leads or 10,000 leads every month, regular reports are all always important. When responsibilities are shared, activities at every stage are not visible to everyone and this can leave a lot of place for doubts and discord in the process. Ensuring reports are generated and circulated to all stakeholders to understand the movement of the leads through the funnel will surely make the process a lot smoother.

Use marketing automation wisely

Today’s CRM and campaign management solutions are sophisticated and flexible, but it is still important to remember that the process that best suits your needs and those of your customers must take precedence. In other words, let the process decide on the marketing automation. At the same time, automated lead nurturing should be considered a must-have. You’re qualified leads will buy eventually from someone and you have to make sure that you are still on their minds when they are ready to choose.

Lead source capturing

Understanding the contact and campaign history associated with every lead is vital. CRM and marketing systems should seamlessly combine data to deliver a comprehensive activity history for everyone you interact with. It will inform future sales conversions and provide valuable details for defining future campaigns. Ensure that your systems make it easy for Sales to pick up hot and qualified leads from marketing and that Sales understands the most significant trigger events which qualified the lead. Also make a connection between the online and offline activities of every lead. This will give complete clarity about your lead source to you as a marketer and to your Sales team.

By taking steps to coordinate people, processes and tools to manage leads, marketing leaders can accurately measure and maximise marketing investments.



2015-05-26 at 9:58
Categories: Freespee
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COO Speaks – Why should a phone call matter to Digital Marketers?

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My mood as a shopper changes every week. On some days, I am well researched and I know what I want. On some other days I need help selecting or maybe knowing what I want. What I mean to say is that it all boils down the need of the hour.

You can aim to become another Amazon – 100% online checkouts and no-phone calls from your online visitors. I’d like to call it the ‘The Amazon Dream’. What you must also consider is that

  • Amazon sells mainstream products, the information for which is easily available online.
  • Amazon commands very high Brand equity and is synonymous to reliability.

But, if you need an insurance package, a house, a holiday package, a new broadband service or a test drive, you will most probably search online, find an offer, browse through that offer, and in 65%* cases you will call the service provider!

What happens to the customer who calls?

As a caller you have disappeared from online marketers’ radar, appeared on the sales agents’ interface and you leave that website and/or you will close the browser after the call. From a web analytics perspective, you are a drop off while, in reality, it is actually the digital marketer who ‘enticed you! But again, from the tools’ perspective, you have no value and you’re a targeting mistake. Now that is a real paradox.

Missing on 65% information?

Your marketing teams and their media agencies are using super-sophisticated technology, totally data driven, in order to optimize online campaigns in real time – Advertising, targeting, re-targeting and all of that! The decisions made by the Ad-Tech stack running these campaigns are based on one key data point: Has this visitor bought or not? Imagine that in 65% cases, the answer to that question is wrong. That is a whole lot data-driven decisions going wrong. This black hole in data is ruining all the efforts in understanding how programmatic media buying, marketing automation and user journey analysis really work. Is this 65% data really worth ignoring?

Plugging the ‘Gap’

You can optimize your online user journey, A/B test to reduce abandoned cart as much as you want and hide the phone number in the deepest graveyard section of your website, but this won’t fix your problems entirely. However you can leverage on the calls and by increasing your visibility and making your marketing tools more intelligent.

Yes, I can hear these questions from you already, “What am I going to do with all this information, how many people in my organisation do I need to involve?” It is obviously not your job to collect, process and use this data, instead get your tools to do that. They’ve been built to welcome this data, to analyse it and to adjust decisions based on them. Your most engaged customers are surely not worth ignoring!

 

(*)source Panel of Freespee users across Automotive, Telco, Real estate, Travel)



2015-05-21 at 10:54
Categories: CEO Speaks
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Feature Update – Search for User Events

Have you ever had to look for phone call events for a particular destination number but got lost in the long list of user events instead? Have you found yourself rummaging through a long list of user events to locate the online history for a particular caller? Well, things have just become easier – Presenting the ‘Search Inbox’ feature on the Freespee Platform.

How does this feature help?

Search Inbox

This feature has been developed by popular demand. By using this feature, all you need to do is enter the destination number or the Caller Id number in the search bar and click on search. If you are searching with a destination number, the search will return a list of all the calls that have been routed to that number along with the user journey and browsing history connected to each call. You can also search for a particular caller using the Caller Id number and this search will return a list of calls originating from that number. Looking up your Freespee user events just got easy!

Where to find this?

Log in to the Freespee platform with your credentials and navigate to the account level. Once inside an account, click on the ‘User Events’ tab and you will find the search bar on the right side, just above the list of user events.

Our development team is always looking for ways to make things easier for you. If you would like to know more about this feature or have a great suggestion for a new feature, please feel free to contact us on support@freespee.com. You could also visit our website www.freespee.com for more information on our services and available apps.

Freespee – Making voice more meaningful!

 



2015-05-18 at 14:06
Categories: Freespee, New Features
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Online to Offline Customer Experience – Connecting The Dots

Integrating technology with customer experience can make the experience consistent throughout the customer’s journey; right from research to purchase. A study conducted by Oracle, ‘The CMO Solution Guide to Leveraging New Technology and Marketing Platforms’, provides some stark revelations about customer expectations that very few marketers realise today. To quote a few, the study mentions that

  • 72% of consumers want marketing collateral including in-store to be consistently presented across channels as a means to reinforce their perception of a given brand.
  • 85% of consumers expect a consistent shopping experience across all channels including in-store.
  • 89% of consumers said it was important for retailers to let them shop for products in the way that is convenient for them, no matter which sales channel they choose.

To ensure that you provide consistently good customer experience across all your channels, you should be able to map each customer journey back to each touch point within the overall customer experience as top priority. Knowing your customer better will give you better opportunities to provide personalised experience. We as Marketers have realised the importance of optimising the ‘online’ experience for our customers. We have highly intelligent marketing tools that automate things for us. The key here is to utilise the intelligence provided by these tools to connect a customer’s online experience with his offline one. This is important because at some point in every customers path to purchase there is at least one offline transaction in the form of a call or store visit or maybe even asking a friend for advice. Sebastian James, Head of Retail at Dixons, who is also a participant of the study mentioned earlier, says “Making sense of big data, including social media activity, online history, ecommerce interactions and traditional customer data, is a challenge. It is also an opportunity for companies to emphasise how they are different.”

To implement an effective, future-oriented customer experience programme in today’s world, companies must design a programme that helps them understand how their customers experience a brand at every touch point. They must engage with people in an easy and non-intrusive way, and analyse and synthesise the data this provides with other data points and feedback to detect trends and risks. Importantly, they must also research and invest in tools that help connect the online and offline experiences in the form of data that is available in real-time. Consistency is the buzzword here and the future of customer experience will be rooted in the fusion of the ‘online’ and ‘offline’ elements.


Top 3 things you should consider next time you hear a phone ringing

You have your online marketing in place, your website looks great and you have great forms that are easy to fill! You even have a brand new e-Commerce software powering your self-serve business. But despite all this, your customers still want to talk to you and you need to employ dedicated people who like talking to customers. Considering that we live in an ‘online’ world where customers deal with automated softwares instead of real people, this could be a matter for serious consideration.

Interestingly enough, spoken language is the most powerful way of building a personal user experience and customer loyalty. Apple Inc. realised this and is designing physical stores where super friendly staff helps you through your decision process. You are not allowed to do anything yourself! It’s a brilliant user experience; you will always walk out with a happy smile and return to buy more of those awesome Apple products. Talking to customers is not a cost; I would call it an investment instead. Here are some reasons why some of the brightest shining stars among consumer brands are starting to pay more and more attention to online consumers who want to talk to them.

Data tells us that it’s time to rethink!

You think an online form submission gives you the most qualified leads? Think again, instead of keeping your sales team busy calling web-based leads, out of which most never answer, you should rather think about how you can make it easier for visitors to talk to you. You have to be available to your customer whenever, wherever. According to Salesforce, the conversion rate of calls is between 30 to 50 per cent, while web leads convert at 2 per cent. Our own customers agree that the probability of closing a sale on a phone call is 10 times higher than selling to a web-based lead.

Don’t give your customers a 20-year old user experience

When your customers call you all they get is a technology stack that is 20 years old. Your marketing team is on a completely different platform, using fantastic tools to create an out-of-the-world user experience for your customers. The result is an apparent disconnect between what the customer expects and what he gets. With so many customers contacting you, you surely want to re-think your leads management strategy and may be pay special attention to the leads that you get through phone calls.

Tomorrow promises more phone calls from customers!

Google demystifies the mobile surfer. It says that 75% mobile searches trigger follow-up actions that could be any one of the following – further research, store visit, phone call or a purchase. 55% of the conversion happens over the first one hour! Which means when the conversion is a phone call, it surely has a very high probability of conversion! When people use mobile search to help make a decision, they are 39% more likely to call you. With people spending more and more time on their smart phones, phone calls are going to be the preferred mode of communication for your customers very soon!

All this reinforces that voice is the next consumer interface you have to address when you plan your next generation online business strategy. It is definitely worth investing in a lead nurturing strategy for offline interactions resulting from your online initiatives!


Data Source

https://ssl.gstatic.com/think/docs/creating-moments-that-matter_research-studies.pdf
https://www.salesforce.com/blog/2014/08/why-phone-calls-are-blind-spot-b2b-marketers-gp.html
http://adwords.blogspot.co.uk/2013/11/say-hello-to-calls-as-conversions-in.html


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