What To Know About Google’s New Call Conversion Service

This week, Google introduced a new feature for AdWords — Website Call Conversions. It allows AdWords advertisers to tie calls back to the original ad click that led to website visit.  Its exciting news as it further validates the need for this type of detailed reporting in marketing campaigns and gives people who aren’t familiar with the concept of call tracking an easy foray into the process. 

In researching Google’s offering and talking with customer’s who have tried using it, we have come up with some key distinctions between their offering and ours, as we have gotten some questions about it. We also wanted to highlight for those new to call tracking in general how a service like CallTrackingMetrics can take what Google is doing in their offering to the next level.

  1. Google’s service is just tracking AdWords calls. We track calls from all online advertising sources like Bing, Yahoo, AdRoll etc (as well as offline sources) and send those conversions into Analytics. While AdWords is often a key piece of the internet marketing puzzle, for many customers, directory listings, banner ads and social media play just as big of a role.
  2. All of the telephony bells and whistles you have come to like from services like CallTrackingMetrics such as call recording, callerID, whispers, caller history, complex call forwarding etc is not available through Google’s service.
  3. The ability to analyze your calls and store information on your callers is critical to understanding whats working in your advertising so we offer a number of services like keyword spotting, demographic info on your callers, and post call surveys to capture the quality of each call.
  4. From what we have heard, Google’s service can only track/swap one number per page. This is a fairly big limitation for many of our clients and actually rules out Google’s service for the majority of them as they tend to have phone numbers listed multiple times on a page. 
  5. Google’s announcement says it assigns unique forwarding numbers for each AdWords ad click. What we have heard is that there is a click threshold that an ad group much reach in order to trigger the number generator. CTM starts tracking every visitor, regardless of volume.
  6. Your Google call forwarding number that will be displayed on your website through the Google tracking service will last for “up to 90 days.” If it works like Google Voice, the number could be recycled after a month or so of inactivity – this could be a problem for seasonal businesses, for example.  CallTrackingMetrics’ customers keep their numbers for their exclusive use throughout the lifetime of their account- regardless of website or call volume.  Our numbers go through an extensive cleaning process for at least 9 months before being released back into inventory for purchase.
  7. With Google’s tracking, the dynamic number generation only seems to apply to the initial landing page (in initial testing). It does not continue to display that number throughout the site. CTM’s tracking code cookies a visitor to an original source and not only tracks them throughout your whole site (and shows them the same tracking number) but also remembers the source that initially led them to you each time they visit your site so they continue to see the same tracking numbers as on their original visit.. 
  8. Google’s Website Call Conversions are only available in countries where Google forwarding numbers are available: Australia, France, Germany, Spain, the UK and the US. CallTrackingMetrics offers local numbers in over 30 countries at this point in places like Canada, Israel, Brazil, and South Africa. 
  9. If you rely on CallTrackingMetrics CRM and Metrics Integrations with Salesforce, HubSpot, Sugar, Optimizely, Kenshoo etc, then you know how critical it is to be able to see your calls right in these systems as soon as they happen.

If you have any questions about Google’s new call conversion tool, would like to talk about call tracking in general, or have specific questions about our services, we would be delighted to speak with you. You can reach us at info@calltrackingmetrics.com or on 1-800-577-1872.

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Introducing Keyword Spotting For Phone Calls

Save time and increase the power of your reporting!  Keyword Spotting from CallTrackingMetrics

CallTrackingMetrics has just launched a new service that analyzes phone calls for the presence (or lack of) particular keywords in the audio of the call.

By adding keyword spotting rules, you can tell the system to look for particular keywords and then take a variety of actions such as exclude the call, send an email, rate the call, convert the call, tag the call etc.

This feature gives you instant categorization of your calls based on keywords mentioned, allows you to quickly evaluate the quality of your sales and support calls, and automatically add conversions and ratings for your call based on what keywords are found.

Here are just some of the ways you could use keyword spotting: 

  • Wrong Number Detection: If someone mentions “wrong number” in the call, exclude the call and remove the visitor data associated with the call. 
  • Appointment Scheduling Confirmation: If someone mentions “scheduled” or “appointment”, automatically tag the call with an appointment scheduled tag or automatically mark it as converted. 
  • Call Quality Reporting: If someone mentions words like “upset” or “mad”, tag this call as “unhappy customer” and rate it with just 1 star and even have an automatic email sent to your sales manager. If someone mentions words like “happy”, “great” or “delighted”, mark it with a “good call” tag and rate it with 5 stars. 
  • Know what your customer wants ahead of time: Enter different product lines in as keywords, tag your calls with that information and then as you review your missed call audio files, you can jump right to the place in the audio where the caller mentions one of your products. 

Start Spotting Today

Keyword spotting is available through the Pro, Agency and Enterprise plans. IAnalyze Keywords in Phone Callst is $.20 per rule applied.

You can get started by going to “keyword spotting” in the reporting dropdown. Once on that page, you can start creating as many keyword spotting rules as you wish. 

As your rules are applied, you will see a bullseye in your call log next to the call and you will see a new voice analysis area in the detail of the call. 

Join the Keyword Spotting Webinar to Learn More 

Learn about Keyword Reporting from CTM Our engineers will be going through how the keyword spotting tool works and the best ways to set it up. Take a quick minute to sign up. 

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Call Tracking Dynamic Number Replacement and Cloaking

TL;DR

We don’t use cloaking.

What we do has a passing resemblance to cloaking, but we’re not messing with keywords, and not trying to lie about page content.

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Google Brings “Not Provided” To Ads- How it Affects CTM

As suspected, Google is moving to secure search for clicks on paid search ads. Google made the announcement yesterday:

“Today, we are extending our efforts to keep search secure by removing the query from the referrer on ad clicks originating from SSL searches on Google.com.Advertisers will continue to have access to useful data to optimize and improve their campaigns and landing pages.  For example, you can access detailed information in the AdWords search terms report and the Google Webmaster Tools Search Queries report.”

What is affected in CTM? 

As your calls come in, we have traditionally immediately reported the search query the user typed into the search engine within the source detail column of the call log. That information will likely say “not provided” going forward.

Screen Shot 2014-04-10 at 10.22.13 AM

 

Similarly, the search queries will increasingly show up as “not provided” in the calls by search term report.  

If this information is critical for you to receive right away for your calls, we recommend adding parameters to your URL’s in Adwords using ValueTrack. How to use ValueTrack parameters in your destination URL’s),

 

What wont be affected?

You will still be able to see the keyword that generated the ad click (as opposed to the actual query as described above) in the call log as well as in the calls by ad keyword report and this information will be available through our API, in our sync to GA etc. Nothing will be changing about that information. This information is just typically not populated for an hour or two after the call comes in due to the time it takes to get it from google.

Source detail of call

We will post more as we learn more!

Update (May 25th 2014)

We now will replace the (not provided) section with the adwords provided keywords.  Additionally, it’s useful to note that to get adwords data your Google Analytics account must be linked to Adwords in addition to your CallTrackingMetrics account.

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Security for Heartbleed Vulnerability

We’ve noticed a lot of activity and concern over the recent OpenSSL  Heartbleed bug.    This post is a review of the steps and actions we have taken to ensure our service remains secure.

Action by CallTrackingMetrics

CallTrackingMetrics has reviewed all services including some third party integrations to ensure that all properties under our control have been either patched or confirmed that they were not affected by.

Changing your CallTrackingMetrics password

We have no evidence that any customer data (including user names and passwords) was exposed.  However, if you have any concerns about your account’s protection, you should change your password.

1. Sign in to CallTrackingMetrics at https://calltrackingmetrics.com/login

2. From the main navigation click on your eChange passwordmail address and select Your Profile.

 

Regenerating your API access keys

1. Navigate to your account settings or agency settings page.

2. Click Reset API Access.

 

If you need additional help, contact us

 

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Spotlight On: Pacific54′s Instant Call Reporting

Pacific54

 

 

Across this year, we will be highlighting interesting things that our customers are doing with the CallTrackingMetrics platform. We hope that this provides potential and existing customers with ideas about how to use CTM reporting while also providing customers we work with the opportunity to promote their services. 

We start with Pacific54, an online marketing agency located in the trendy Wynwood district of Miami. They specialize in creating intelligent online solutions- anything from building websites to complex custom platforms.  They work with a range of customers including local businesses, startups & large enterprises like (KFC, Exteria, Keiser University,etc.)

The developers at Pacific54 leveraged the CTM API to provide their clients with a variety of reports to demonstrate the performance of their advertising campaigns while also giving them instant information about their leads. They used the CTM calls API as well as the FormReactor. 

Click 2 Call Forms

Pacific54 combined CTM’s FormReactor with Piwik to send their clients an instant email as soon as a web form is completed. The email includes rich details such as the visitors time on site, pages viewed, number of visits, location (based on IP), name of the caller (3rd party called ID lookup), and the keyword or referrer that brought them to the website.  Here is an example:

Example of Click to Call Instant Email

Example of Click to Call Instant Email

 

 

 

Inbound Calls

At the end of each call, Pacific54 also sends their clients an email with the caller details, name, audio recording, location on the map based on caller id so they instantly know the background on the lead that just came in.

This is what it looks like:

 

Inbound Call Email

Example of Email After Inbound Call

 

Weekly Emails

Finally, they leverage the CTM API to weekly and overall statistics about call volume so clients know the busiest times for their calls, month to month performance etc.

An example:  

Example of Weekly Performance Email

Example of Weekly Performance Email

 

What has the reaction been?

The guys over at Pacific54 report that the emails are easy for the clients to digest and they really help to emphasize the value of their advertising services. Its especially useful in service industries like lawyers, travel agents, and doctors where most conversions come in over the phone. 

Contact us if you have any questions about leveraging the CTM platform to create these types of reports.

 

 

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Announcing Call Queue’s and Outbound Calling

We have been busy! These latest enhancements to the CallTrackingMetrics software allow you to:

New Role Type: Agents 

You can now add users to the system with the new “Agent” role type. Agents are able to view just the calls in the

Adding New Agent to CTM

call log that they have answered as well as make outbound calls.  Each agent can have their own receiving number, picture, and schedule of availability. If no schedule is entered, it is assumed that the agent is always available to be part of a queue.

Agents can be part of a call queue and accept calls that way or you can assign an agent to a call using the “set agent” feature in the agent column of the call log. 

 

 

Call Queue’s (Now found within the numbers drop-down)

From this page you can:

Call Queue

Call Queue

Within a call queue, as calls come in, available agents can answer and can take the call by pressing 1 after the prompt. At that point, the call is considered answered and it wont be available to other agents.

The call log will automatically display the agent that accepted the call in the “receiving” column.

 

Outbound Calling (Now found in the call log)

Click Phone Button to Make Outbound Call

Click Phone Button to Make Outbound Call

While we have previously had the ability to return calls from the call log, agents can now initiate brand new outbound calls using the new orange “Phone” button found in the call log.

These outbound calls are listed in the call log with their audio recording with an outbound icon and are associated to the correct agent placing the call. You can also now view outbound calls by agent in the new calls by agent report.

 

Post Call Scoring (Now found within the calls dropdown.)

This feature allows you to customize the “score” column (previously named the “sale column) of the call log.  In this customization, you can choose to include fields like conversions, ratings, tags and notes. The scoring questions you choose will be presented to agents whenever they are viewing the call log to take inbound calls or place outbound calls so they are sure to complete the information in the moment. The results are all surfaced in the new calls by agent report.

Scoring Calls

 

 

 

 

 

 

 

 

Calls by Agent Report (Now found within the calls reports)

This new report shows you stats by agent such as inbound calls, outbound calls, conversions, revenue, average talk time and average ratings for calls. Its a great tool to manage the performance of your customer service or sales agents.

Enjoy! And as always, let us know if you run into any issues using these new features or if you have any suggestions for future enhancements.

 

 

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CallTrackingMetrics At the IFA Convention

We just wrapped up our first exhibition at the International Franchise Association’s Annual Convention in New Orleans. It was a fantastic meeting where we got to meet executives from franchises around the world and learn a lot about the franchising industry in general. The franchising industry has such a need for call tracking given the service focus of a lot of their businesses and the nature of the franchisor/franchisee relationship. We are really excited to work with a number of franchises in this Association like Griswold Home Care, Tutor Doctor, and the Goddard School- and we look forward to building new relationships coming out of this meeting.

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CallTrackingMetrics Invites You to LeadsCon Las Vegas 2014!

We are excited to announce that we will be exhibiting our call tracking and lead management software at LeadsCon in Las Vegas on March 25 & 26. Come by the CallTrackingMetrics booth (#352) at the Mirage Hotel & Casino where we will have all our latest offerings showcased and our top executives on hand.

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A Special Thanks: $.50 Tracking Numbers from CTM

Wednesday Through Monday: 

Purchase US/CA Tracking Numbers For $.50! 

This is rare- we never do this: In honor of the shopping season and to say thanks to our wonderful customers, we are offering a special deal on US/CA tracking numbers.

Beginning at 12:01am EST on Wednesday November 27th, purchase new local OR toll-free tracking numbers* in the US or Canada for just 50 cents for the first month.  It’s a steal!! 

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