How To Track A Website Visitor Over The Phone

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1 Track exactly which website visitors make your phone ring

2 How can help your business? What does offer?, the leader in voice-centric marketing technology, provide a comprehensive range of visitor level call tracking and call analytics services for businesses, agencies and the performance market. Our technology provides full reports on every website visitor who calls your business, including how they found your website, which web pages they looked at before, during and after each call and actions they took whilst on the site. If a visitor used a search engine to find your site, the keywords used will be automatically identified. provides the ultimate call tracking service, which completely bridges the gap between online visits and phone conversions, enabling you to track calls just like your current web analytics solution tracks e-commerce sales or contact forms. What sets apart? call tracking services are designed to collect data as accurately as possible so you can make the most informed decisions regarding your marketing activities. Our software tracks customers for the entire time they are on the website, providing you with the flexibility required to accurately connect your web visitors to phone calls. will also automatically and intelligently segment your data by detecting patterns, so that you will get the best value from the data with minimal management. 54% of people want the reassurance of some human interaction before completing a purchase* *Harris Interactive Why track your calls? Having a deeper understanding of the calls which generate sales helps you to fully understand which marketing efforts are most effective and helps you to improve marketing ROI. Call tracking enables you to answer all of the questions about why your customers call you. You can Understand which marketing channels are generating calls Optimise web content by seeing which pages people are viewing when they pick up the phone Fine tune your ppc and seo campaigns by identifying the keywords which generate phone calls or have higher conversion rates Identify the types of marketing that generate sales over the phone Track offline activity using unique phone numbers on your offline advertising 65% of businesses consider phone calls their highest quality lead source* *BIA/Kelsey & ConStat Commerce Monitor Never miss a sales opportunity by using Missed Call Alerts Maximise sales opportunities with Call Whispers which alerts the call handler about the campaign that has motivated each call Take advantage of the growth in mobile usage which naturally lends itself to response via phone calls; especially from mobile search which Google has predicted will match desktop search in volume by

3 How does call tracking work? Each visitor is assigned a unique telephone number for the entire time they are on your website, so when they call it we know exactly which visitor is calling. This phone call and visitor data are linked and the data is provided to you in a series of graphical, user friendly reports. Step 1 Visitor finds your website and a unique phone number is automatically shown to them Step 2 The visitor calls their unique phone number which is shown to them throughout the duration of their visit Step 4 You get access to all the phone call, visitor and keyword data, which you can use to optimise your marketing and drive more visitors to your website Step 3 Our technology links their visitor data to their phone call, identifying which marketing activity has led them to pick up the phone 5

4 Powerful, clear reporting Our powerful reporting suite enables you to view calls to your business in a variety of ways providing valuable insight to help you improve your marketing ROI. Dashboard The dashboard provides a snapshot of phone call and visitor data to help you quickly identify trends. You can also review your call handling and overall performance over time, so you can quickly determine whether your marketing decisions are having a positive impact or not. Call Duration Longer conversations generally mean better quality leads. Knowing which traffic sources generate more meaningful conversations will allow you to better focus your marketing. Time (sec) Google PPC Direct traffic Call Log The call log provides you with individual call records of every call, including campaign and traffic source information, what search phrase they used and whether the call resulted in a lead or a sale. Clicking on the visitor ID also allows you to access the Visitor History report. Call Volume You can quickly identify your best performing campaigns and the areas of spend that are less productive. 7

5 Visitor History This report shows you the interactions of each website visitor who calls your business. You can see which pages they visit before, during and after each phone call and how they found your website. It also shows which web pages motivated them to pick up the phone, their location and the value of the call. Additionally, multiple repeat visits are linked so you can track your website visitors over time for a holistic view of your marketing. You can see which pages a visitor viewed while on the phone. Measure the value of calls Entering a sales or lead value at the end of the call allows you to evaluate the outcome of each call. Caller Locations Understand which locations your calls are coming from, so you can better target your marketing efforts. Conversion Pages Identify the web pages that are driving the most calls to your business, so you can optimise your content. Conversion Attribution Discover the touch points that are involved in the path to conversion leading to each inbound call, so you can better understand how each marketing effort contributes to conversions. Track visitors over time for a holistic view of your marketing. Keyword Report Find out which keywords generate phone calls, so you can target your search marketing strategy accordingly. 9

6 Caller Locations is usually able to identify which locations your calls are coming from, so you know which geographic areas are most responsive to your marketing. This data is useful for planning both future marketing spend and operational strategy, which may include geographically targeted initiatives. Manchester Calls: 594 Conversion Pages This report identifies the top performing web pages that are driving calls to your business, helping you to optimise your web content for better results. Keyword Report You can find out which keywords generate phone calls to your business as reports on keywords or phrases used, including long tail and misspellings. Cheap holidays Late deals Winter breaks Holidays to Spain Majorca late deals Cheap flights to Turkey All inclusive holidays Package holidays to Egypt Flights to Spain Hotels in the Algarve Other Conversion Attribution This report highlights the touch points that are involved in the path to conversion leading to each inbound call. This allows you to better understand how each campaign contributes to your bottom line. 11

7 Our innovative call tracking services s visitor level call tracking technology enriches your marketing intelligence, enabling you to report on phone call conversions, which can be viewed alongside your online conversions. This cross-channel approach means you are able to see how each of your marketing campaigns is performing and provides information which will allow you to maximise your marketing return on investment. s services make it possible to make critical decisions with confidence, as it uses state of the art proprietary technology providing the most accurate call tracking on the market. Our Products rtap-insight and rtap-intel provide reports on every website visitor who calls your business, detailing which pages they looked at before, during and after every call, and how they found your website. If they found your website through either paid or organic search, you can even see which keywords they used. You can also track your offline advertising such as brochures, leaflets, TV and radio to get a holistic view of the conversion data shown, in the same easy to filter reports. rtap-insight is both a call tracking and web analytics service providing details about every website visitor s journey before, during and after their call to your business. rtap-intel is the ultimate call tracking and web analytics service. It provides you with data on every website visitor s journey before, during and after their call to your business. In addition it will tell you how a caller found your business days, weeks or even months after they visited your website if they call a number shown to them while visiting your website. 13

8 Market leading features Missed Call Alerts This feature will send you an as soon as you miss a call. This allows you to manage potentially lost leads more effectively and close more deals. The will include information including the callers telephone number, how they found your website, which keywords they used and more. Dynamic Call Whisper The Call Whisper feature enables a user to create a short phrase that can be read out to the call handler before and/or after a call. This means that the call handler has more information about the caller so they can handle the call more effectively. The phrase could include anything, including how the caller found your website or the keyword they typed in. You can even create your own custom message. IVR Post Call IVR This feature enables you to collect real-time feedback from your call handlers by asking them to use their keypad to respond to a fully customisable set of menu options. Custom outcomes can be defined to help understand the quality, type and value of each call, or to capture reference numbers that support integration with internal reporting tools. Call Recording With, you are able to activate a call recording feature to hear what your customers are saying and how the calls are handled by your staff. This could be used for internal training and monitoring purposes. Sales and Leads Tracking Sales and lead data can be logged in numerous ways against each phone call so that you can track the ROI of your marketing. It can be entered manually via a web interface or via the telephone by the call handler. idnr Invisible Dynamic Number Replacement Most call tracking services rely on JavaScript to change the phone number on the web page, but this usually results in the visitor seeing the number change quickly from your standard number to a call tracking number. Avoid this situation with Invisible Dynamic Number Replacement, our solution where the visitor cannot see the number change in most situations. Call Benchmarking This feature allows you to easily evaluate calls based on their duration. You can classify calls as anything from a call that dropped during your IVR to a hot lead. You can also use this feature alongside other features to customise reporting and provide better integrations. URL URL Callback The URL callback feature allows you to send data about the visitor/caller at the start and/ or end of the call in real time. This advanced feature uses simple URL parameters to pass the data to an online system that you define. This feature can be used to store the data in a database, integrate with other online solutions like web analytics or CRM solutions, etc. Dynamic Call Routing This feature allows you to route your calls according to how the visitor has found your website, enabling you to direct the calls to the most relevant team, department or person within your business. 15

9 What are my integration options? has the ability to integrate with almost every software solution, including web analytics tools, CRMs and bid management systems to help you build better profiles of your customers and gain additional insights. easily integrates with Google Analytics so you can see phone call conversions alongside your existing reporting within one system. Other Integrations works with a number of external partners to assist clients with everything from code implementation to data integrations. We work with many of the leading names including TagMan, Marin Software, Adobe SiteCatalyst, QuBit, DoubleClick and DC Storm. optimising digital marketing Who is using? With your Google accounts linked, you will also be able to see phone call conversions within your AdWords account, helping you to make more informed decisions about your pay per click advertising. Adobe, the Adobe logo and SiteCatalyst are either registered trademarks or trademarks of Adobe Systems Incorporated in the United States and/or other countries. 17

10 What our clients say When our customers call we need to know what prompted that call, what facilities or services they are interested in and the path they took to get to us. This level of analysis enables us to make informed decisions about our online marketing campaigns and messaging as well as our internal call handling processes. The system provides such a detailed level of analysis from call traffic and it has helped us to make more informed decisions about our marketing strategy. Stephen Hurley Commercial Marketing Manager, Nuffield Health By using it s easy for brands such as Exodus to see how those customers that call have found us online in the first instance. Jo Bradbury Sector Paid Search Manager, TUI Travel Plc One reason we chose to partner with was the ability to integrate their solution with our proprietary search management technology, AdMax. They have provided a great level of service to The Search Agency, and a reliable flow of optimisable data. provide a clear, simple and highly effective solution; they are fantastic to work with and integration is a doddle. This invaluable tool is essential to running any data-driven online marketing, ensuring that you understand the full picture of your spend through all channels; this is critical to optimisation and attribution modelling. Thomas Byrne Commercial Director, Periscopix has given us the ability to see the impact of those marketing channels that are driving customers online to the new car deals section on whatcar.com. Coupled with the call recording functionality this has been invaluable in helping us shape both our promotional activity and the product itself. Darren Pitt Marketing Manager, What Car? Ben Gibson Managing Director, The Search Agency 19

11 Head Office Furness House Furness Quay Salford Quays Manchester M50 3XA London Office Hanover House 7 Hanover Square London W1S 1HQ New York Office 80 5th Avenue 18th Floor New York NY Call info@responsetap.com The trademark is a registered trademark of Limited. All other trademarks are the property of their respective owners.