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SaaS, meet the phone.
This document discusses the importance of omni-channel marketing and integrating phone calls into marketing strategies. It notes that 90% of consumers use multiple devices to accomplish goals, and that mobile is becoming the primary channel for many activities like search, email, display, and social media. While digital channels are growing, phone calls remain very important for many high-consideration activities and conversations. The document promotes a company called Invoca that provides tools to integrate phone calls and call data into omni-channel marketing, advertising, and analytics.
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SaaS, meet the phone.
- 1. SaaS, meet thephone. Creating the optimal omni-channel journey with call data
- 2. 90% of consumers move betweenmultiple devices to accomplish their goals.
- 3. Omni-channel is viewingthe experience through the eyes of your customer, orchestrating the experience across all channels so that it is seamless, integrated, and consistent. The Rise of the Omni-Channel Marketer - John Bowden SVP of Customer Care
- 4. Leading Marketers Leaders proactively influencingthe customer experience across channels and using marketing technologies. All Others Trail the leaders in either adoption of technology or influence of the customer experience, or both. These are the stakes. Omni-channel leaders outperform all others. SOURCE: 2013 IBM Global State of Marketing Report
- 5. This is thebattlefield.
- 14. Mobile is nota channel. It’s the new home for omni-channel marketing. SEARCH Mobile search has overtaken desktop search in 2015 EMAIL 65% of emails are opened on mobile devices DISPLAY Mobile spend growing at 3x vs. desktop display SOCIAL 100% of Facebook’s revenue growth is from mobile $Billions Desktop Marketing Spend Mobile Marketing Spend Source: eMarketer
- 15. So…we done here? emaildisplay search social
- 22. When it matters,nothing beats a real, human conversation.
- 23. Our most importantinteractions happen in conversation. 75% CALL EMAIL SMS SOCIAL Winning the Lottery Getting Engaged Announcing Pregnancy Fired from Job Big Personal Fight Hired for Job 68% CALL 60% CALL 55% CALL 68% CALL 55% CALL SOURCE: 2015 Invoca survey of 2000+
- 24. The conversation isalso our most important business interaction. 61%of searchers state that a call is the most important step in the customer journey. Why do you prefer to call a business?
- 25. HAD A CONVERSATIONFILLEDOUT A FORM 24% 65%
- 26. HAD A CONVERSATIONENGAGEDON SOCIAL 22% 66%
- 27. BROWSE with clicks.BUY with calls. 20-30%1-2% Average conversion % for a digital lead Average conversion % for a phone lead
- 28. Calls to businesseswill double, to 162 billion, by 2019. 70%of mobile searchers have clicked to call a business based on search results. Source: eMarketer, BIA Kelsey Mobile Calls to Businesses Mobile Marketing Spend Billions
- 29. Customer: Campaign: ROI: Next Step: Is yourtechnology really omni-channel? CALL SEARCH EMAIL SOCIAL WEBSITE DISPLAY Unknown Unknown Unknown Unknown
- 30. There is no“omni-channel” without the conversation.
- 31. Invoca puts theconversation into your marketing. Real-Time Automation Omni-Channel Integration Call & Conversation Analytics Complete the omni-channel journey with analytics and automation for phone calls.
- 33. Brennie Conkle VP, DigitalAcquisition & Capabilities
- 34. 75% of ourbusiness is looking for a conversation 2x more calls vs. form fills for mortgage leads 1/3rd of mortgage calls coming from Google Click to Call
- 36. Getting the rightcall to the right team: Increased efficiency by 60% with same staffing levels.
- 37.
Editor's Notes
- #4 Multi-channel is an operational view – how you allow the customer to complete transactions in each channel. Omni-channel, however, is viewing the experience through the eyes of your customer, orchestrating the customer experience across all channels so that it is seamless, integrated, and consistent. Omni-channel anticipates that customers may start in one channel and move to another as they progress to a resolution. Making these complex ‘hand-offs’ between channels must be fluid for the customer. Simply put, omni-channel is multi-channel done right!”
- #15 SEARCH: http://searchengineland.com/its-official-google-says-more-searches-now-on-mobile-than-on-desktop-220369 DISPLAY: http://www.emarketer.com/Article/Mobile-Will-Account-72-of-US-Digital-Ad-Spend-by-2019/1012258 EMAIL: http://venturebeat.com/2014/01/22/65-of-all-email-gets-opened-first-on-a-mobile-device-and-thats-great-news-for-marketers/ SOCIAL: http://www.statista.com/chart/2496/facebook-revenue-by-segment/ http://www.searchdiscovery.com/blog/forrester-report-us-digital-marketing-forecast-2014-2019/ http://seoland.in/forecast-nearly-three-quarters-of-digital-ad-spending-to-be-mobile-by-2019/ http://blog.biakelsey.com/index.php/2015/06/24/calls-to-businesses-from-mobile-devices-will-reach-162-billion-by-2019/
- #16 SEARCH: http://searchengineland.com/its-official-google-says-more-searches-now-on-mobile-than-on-desktop-220369 DISPLAY: http://www.emarketer.com/Article/Mobile-Will-Account-72-of-US-Digital-Ad-Spend-by-2019/1012258 EMAIL: http://venturebeat.com/2014/01/22/65-of-all-email-gets-opened-first-on-a-mobile-device-and-thats-great-news-for-marketers/ SOCIAL: http://www.statista.com/chart/2496/facebook-revenue-by-segment/ http://www.searchdiscovery.com/blog/forrester-report-us-digital-marketing-forecast-2014-2019/ http://seoland.in/forecast-nearly-three-quarters-of-digital-ad-spending-to-be-mobile-by-2019/ http://blog.biakelsey.com/index.php/2015/06/24/calls-to-businesses-from-mobile-devices-will-reach-162-billion-by-2019/
- #26 Of consumers who used their mobile devices to contact a business in the past month…
- #27 Of consumers who used their mobile devices to contact a business in the past month…
- #28 Of consumers who used their mobile devices to contact a business in the past month…
- #29 SEARCH: http://searchengineland.com/its-official-google-says-more-searches-now-on-mobile-than-on-desktop-220369 DISPLAY: http://www.emarketer.com/Article/Mobile-Will-Account-72-of-US-Digital-Ad-Spend-by-2019/1012258 EMAIL: http://venturebeat.com/2014/01/22/65-of-all-email-gets-opened-first-on-a-mobile-device-and-thats-great-news-for-marketers/ SOCIAL: http://www.statista.com/chart/2496/facebook-revenue-by-segment/ http://www.searchdiscovery.com/blog/forrester-report-us-digital-marketing-forecast-2014-2019/ http://seoland.in/forecast-nearly-three-quarters-of-digital-ad-spending-to-be-mobile-by-2019/ http://blog.biakelsey.com/index.php/2015/06/24/calls-to-businesses-from-mobile-devices-will-reach-162-billion-by-2019/
- #32 We want to take you through just a few of the new things that are just released or are coming out in the very short term that we’re really excited about. But we’ll also give you a sneak peak at a few things that are in the “concept” stage – we’d love your feedback so we can build the platform that will deliver the most success to our customers. The entire product team is here, on hand in “Product Ally” over by the breakout rooms, so please, stop by, ask questions, and have a conversation! We’ll go through each of the 3 layers of our product – Answer, Engage, and Connect.
- #35 As for stats, we can definitely talk to: - 2/3 to 1/3 ratio of mortgage calls to pre-qualify forms - 1/3 of our Mortgage calls come from Google click to call - Our business is personal and ¾ of our businesses want conversations and not just applications to truly assist the customer - Adding Invoca to the Consumer business allowed us to better manage our call center staffing needs. We were able to keep staffing levels the same and increase efficiency by 60%. We did this by making sure that they right calls got to the right teams. This also increased our connect rate as customers were more quickly connected to a representative.
- #37 As for stats, we can definitely talk to: - 2/3 to 1/3 ratio of mortgage calls to pre-qualify forms - 1/3 of our Mortgage calls come from Google click to call - Our business is personal and ¾ of our businesses want conversations and not just applications to truly assist the customer - Adding Invoca to the Consumer business allowed us to better manage our call center staffing needs. We were able to keep staffing levels the same and increase efficiency by 60%. We did this by making sure that they right calls got to the right teams. This also increased our connect rate as customers were more quickly connected to a representative.