Click-to-Call Forms with CallTrackingMetrics’ FormReactor

How many times have you filled out an online form and waited hours or even days for the company to respond to your inquiry? It’s frustrating, and if you’re anything like me you’ll probably start looking into other options after a short period of time.  It makes the business you were interested in appear to be unorganized and uninterested in your business. The good news is that CallTrackingMetrics’ click-to-call form (the FormReactor) makes it incredibly easy for businesses to immediately follow up on form leads coming from their website.

The FormReactor is a powerful tool that can help drive better quality leads for businesses, enable agents and call centers to seal the deal while the lead is still hot, and ultimately increase sales. In an effort to help raise awareness on this feature that is already available to CallTrackingMetrics’ customers, we did our own experiment with the FormReactor and also interviewed customers who have used it.

First, what is the FormReactor?

  • It’s a tool included in all CallTrackingMetrics’ plans.
  • It allows businesses to create a custom click-to-call form for their website and landing pages.
  • Every time a potential customer fills out the form, as soon as they click the submit button, the form reacts and automatically calls the business  and alerts the answering agent with a custom whisper letting them know there’s been a FormReactor submission.
  • Once the agent accepts the call, the FormReactor automatically connects the agent to an outbound call to the customer who submitted the form.
  • This is a win-win scenario, the customer receives excellent and speedy customer service and the agent is able contact the customer at the instant they were interested in the product.

formreactor graphic

Putting the FormReactor to the Test:

In our own experiments with the FormReactor, we embedded the form in our Google Adwords landing pages with the calls going directly to our sales department. Our sales team was very pleased with it, saying, “The clients were often impressed with the speedy response and it allowed us to provide in depth information on our product before they lost interest”.

We also asked some of our customers who are utilizing the FormReactor what type of results they have seen:

John Thornton of Black Propeller, said “[We] love it! The FormReactor makes [our] jobs easier by eliminating the need to manually review and respond to form submissions. It also helps them convert more sales by establishing a superior level of customer service right from the start. When you respond to a customer’s inquiry almost immediately, you really look like you’re on top of your game.”

Pete Schauer of SEMGeeks.com: “Our clients love the technology behind FormReactor because it allows for quicker communication with the potential customer or client. It helps to reduce lag time between the person wanting to speak to someone and them actually getting on the phone with them, which has lead to increased leads and sales across the board.”

Since agents and customers all have a positive reaction to the FormReactor, it must be tricky to set up, right? Wrong. Like most implementation in CallTrackingMetrics, the FormReactor can be set up and implemented on your site within just a few minutes. John Thornton said, “The basic setup was quite simple and user-friendly. Customizing the forms style was slightly more complex, and required some basic knowledge of HTML and CSS. We want our forms to integrate seamlessly with the designs of our websites and landing pages, and we were able to achieve that with the custom CSS.”

If you’re looking for a way to convert more of your web visitors into customers, the FormReactor is the way to go. John Thornton said it best, “Just like any other marketing tool, it’s all about testing, analyzing and testing some more.”

To get started, existing CallTrackingMetrics customers can simply go to the FormReactor page within Account Settings and start building their form. To become a customer, visit CallTrackingMetrics’ website to sign up. The FormReactor is available through all 4 of CTM’s plans.

If you’d like your company to be featured in one of our upcoming blogs please contact Jessica@calltrackingmetrics.com.

 

 

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CallTrackingMetrics Partnering With St. Jude

stjudes

This Holiday Season CallTrackingMetrics is pleased to announce we’ve partnered with St. Jude Children’s Research Hospital. CallTrackingMetrics will donate a dollar for every number sold, and every new Facebook like we receive during the month of December.

Todd and Laure Fisher, the founders of CallTrackingMetrics, spoke about this recently, stating, “We’re excited to have the opportunity to donate to St. Jude Children’s Research Hospital and help raise funds to support finding cures for children’s cancers. As parents, we can imagine how devastating cancer must be on the whole family. Every dollar we raise helps ensure that no family ever receives a bill from St. Jude for anything.”

About St Jude:

St. Jude Children’s Research Hospital, founded by the late entertainer Danny Thomas, is one of the world’s premier centers for the research and treatment of pediatric cancer and other catastrophic childhood diseases. St. Jude is the only pediatric cancer research center where families never pay for treatment that are not covered by insurance. No child is denied treatment because of a families inability to pay. St Jude Children’s Research Hospital is leading the way the world understands, treats and defeats childhood cancer and other life-threatening diseases Treatment invented at St. Jude have helped push the overall childhood cancer survival rate from 20 percent to more than 80 percent since it opened 50 years ago, and St. Jude is working to drive the overall survival rate for childhood cancer to 90 percent in the next decade.

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Global Security Features and HIPAA Compliance

Two-Factor Authentication We often receive questions from customers about how to set up CTM to ensure compliance with HIPAA rules. Behind the scenes, we have been working on new agency level security features and recommendations to help agencies achieve HIPAA compliance.

These new  Global Security Features allow an agency to require extra layers of protection to an account with two factor authentication, password protected recording URL and time limited recording URL.

There are two options for the Two Factor Authentication. First, trust a user’s computer and only ask for verification code every 30 days. Second, always ask for a verification code. Depending on how confidential the information in the account is, you can choose either or. Users still login with their username and password, this is simply an additional step to verify the user is who they say they are.

Screen Shot 2014-11-18 at 11.15.29 AM

It’s probably safe to say that the call recordings are the most sensitive information within an account which is why we’ve created Password Protected Recording URL’s and a Time Limited Recording URL’s.

The Password Protected Recording URL feature allows the agency to require a login and password to access the any audio recordings which is ideal for securing the audio recording and all it’s context. The login and password will be required regardless of if the user is logged into CTM or if they received the an email notification with an included call recording.

Lastly, the Time Limited Recording URLs feature  allows the agency to set an expiration time for audio recording URL’s. This setting is ideal for securing email notification without a password.

By default, these new Global Security Features are turned off for an Agency.  You can turn them on within Agency Settings (Users>> Manager User Access).

Watch the Demo:

 

 

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Announcing Call Transfer & Call Log Enhancements

Call Transfer

We’re excited to announce a new browser phone interface that allows customers to transfer calls to other agents or receiving numbers.  The enhanced interface also provides improved ways to edit contact information, leave notes and score calls.

With our new call transfer feature, an agent can easily transfer a live call to an available agent or to a direct phone number- for example, to a cell phone or to a desk phone. Simply select an available agent from the drop down menu or type in a number and hit transfer.

Another feature is the option of including a customizable whisper to play prior to the transfer. This is a great way to improve the quality of the call, allowing vital information about the caller to the receiving agent before they’re connected to the call. Some examples of transfer whispers would be the callers name and account number or a quick summary of the reason for the call. This allows the receiving agent to be up to speed by the time they are connected.

Watch the Demo:

More updates to CTM:

  • We’ve simplified the call log, making it easier to update contact information with the call log.
  • Notes are better organized with time stamps and journaled notes.
  • Call recordings have the ability to jump to the moment of the transfer.

 

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E-Commerce Business? Take Note

CTM web clinic promo imageROI Revolution, a leading paid search advertising agency for e-commerce businesses, recently held a webinar describing how using CallTrackingMetrics has allowed them to increase phone sales by 60% for their clients.

I had the opportunity to be a panelist in the session and it was great to hear how the folks at ROI are taking such a systematic and thorough approach to managing paid search campaigns for their e-commerce customers.

If you are in the business of e-commerce and looking for a good way to take your paid search to the next level, I’d recommend taking a look at the recording of the session.  It gives good insight into how ROI Revolution approaches their clients campaigns and how CallTrackingMetrics can work hand in hand with them.

From ROI’s website:

This on-demand web clinic gives you the lowdown on the strategy and tool that will:

  • Bring more visibility to calls from your AdWords campaigns.
  • Improve your paid search ROI through enhanced decision-making.
  • Save you money on deadweight keywords.
  • PLUS: attendees receive a valuable quick-start kit to put this knowledge into action!

 

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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. 

Continue reading

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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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