It finally happened! After years of speculation, Google recently announced that there are more searches on smartphones than on desktop computers in ten countries (including the US and Japan). So in case there was any doubt, the era of mobile has officially arrived. So what does this mean for your business? Thanks to Google’s click-to-call feature on mobile devices, you should expect to receive an influx of inbound calls. Best part is that it could be a lot more calls. According to BIA/Kelsey, inbound phone calls are on pace to more than double by 2018 to exceed 73 billion calls.
It’s vital to ensure that you have enough reps available to handle your inbound call volume. After all, the last thing you would want is for hot leads to hang up after being put on hold for too long. By measuring inbound call velocity by time of day, you can always ensure that there are enough reps on hand to handle the volume of inbound calls. RingDNA’s call metrics will enable you to see, in real time, when calls come in, the results of those calls and how long it is taking reps to follow up with leads that go to voicemail.
With more calls it becomes that much more important to ensure that every inbound call is being logged. But let’s face it, reps can’t be counted on to log calls in Salesforce manually. Reps are more concerned with selling than data entry. RingDNA logs every inbound call in Salesforce automatically so reps can focus on doing what they like doing best: closing deals.
It’s vital for marketers to measure marketing campigns’ ROI in real time. In order to get a full picture of ROI, this requires the ability to know which marketing campaigns are driving the most valuable calls. Our call tracking solution can also capture which campaign, ad or keyword triggered a call. Best of all, that data can then be delivered to reps in real time, giving them insight into what callers want to buy before even picking up the phone.
With more inbound calls, it’s more vital than ever to ensure that calls are being routed to the best available reps. RingDNA’s routing engine can route calls based on skills, time of day and other factors. Calls can even be automatically distributed to available reps to maximize rep usage. And our mission control dashboard gives managers a real-time view of reps availability.
In football, a great playbook drives wins. Sales is no different. Having access to intelligent talking points and call scripts can help sales reps stay on message, know current promotions and identify relevant cross-selling opportunities. RingDNA can trigger intelligent call scripts based on an inbound caller’s referral source.
Having real-time access to a caller’s social streams can be highly beneficial to sales reps. Say an inbound lead just tweeted about a pain point he’s having with his current solution, you could then adapt your sales pitch based on that information. Even if you see that a lead has just vacationed in a spot you’re familiar with, you could use this information to build rapport with the caller.
Are you prepared to handle the coming flood of inbound calls? Our Sales Acceleration Buyer’s Guide will help you identify which sales tools can best help your sales team convert more callers into customers.
Jesse WestDirector of Lifecycle MarketingringDNA
Jesse Davis West is Director of Lifecycle Marketing at ringDNA, focusing on improving the experience and maximizing the lifetime value for customers across their entire journey. Drawing on 9 years of B2B marketing experience, Jesse is passionate about communication, branding and strategic marketing. He also plays a mean lead guitar and can throw down at karaoke.