Sometimes the best way to explain a new technology is to create a fancy new term. Yeah, nobody loves buzzwords, but it’s a lot easier to say “marketing automation” than refer to a “technology to manage and automate the process of converting prospects to buyers.”

Today I want to break down and explore the meaning of call intelligence. For marketers in industries that depend on phone calls, call intelligence is critical and a key ingredient to increasing revenue.

To sum it up, call intelligence provides digital marketers the data and tools to:

  • Optimize marketing performance
  • Personalize the caller experience
  • Enhance the entire customer journey
  • Expand audience reach

How does Invoca help you do all that? Keep reading to learn more.

1. Optimize marketing performance

Call intelligence begins with optimizing your campaign performance. Basic call tracking systems log the marketing source of the call, much like last-click attribution for digital engagement. They can track the ad or campaign that referred the call, but not much else.

Call intelligence gives you much more visibility by capturing:

  • Granular multi-touch attribution
  • Call outcomes
  • Demographic data and caller insights

You can use this data to optimize campaigns and media spend to drive the types of calls you want. By integrating call intelligence with your other marketing systems, you can apply the data across channels to optimize just about every aspect of your marketing. Optimize landing pages and messaging, improve audience segmentation and targeting, and allocate your media spend more wisely.

For example, if you’re a paid search marketer you may already be tracking calls as conversions. But counting calls isn’t enough. You need to know if those calls resulted in sales to make the most effective keyword bids possible. Otherwise, you may be increasing bids on keywords that drive customer service calls instead of customer acquisition calls.

2. Personalize the caller experience

Call intelligence is a lot more than visibility and data. It provides you the tools to automate and personalize the caller experience. With call intelligence, you can qualify and route calls based on custom rules and logic based on factors like:

  • Geo-location
  • Time of call
  • Marketing campaign
  • Product interest
  • Landing page
  • New versus repeat call

Optimizing the caller experience ensures call center agents are focusing on the right calls. You can also pass caller insights to agents to arm them with information they need to deliver a relevant and personalized experience.

3. Enhance the entire customer journey

The customer journey doesn’t end after a phone call. You can use call intelligence to enhance the rest of their customer journey. Each phone call provides tons of new data about a caller including demographic data, details about their journey, product interest, buying stage, and more. Use that data to send personalized follow-up messaged through emails, retargeting ads, personalized web experiences, and more.
For example, after a call ends you can sync the data with your email system to to trigger an automated email with an upsell or cross-sell offer. Applying call intelligence to the rest of the customer journey helps you deliver a consistent experience that drives more revenue.

4. Expand audience reach

Call intelligence can also be used with your other marketing tools to expand reach and target likely buyers. By integrating call intelligence with platforms like Facebook or Adobe Audience Manager, you can use lookalike modeling to expand their reach to new audiences that resemble the customers who called and converted.

Knowing that a phone call occurred is half the battle. With call intelligence, you can get granular campaign attribution to understand why customers are calling, gain real-time intelligence about who’s calling and analyze what’s being said in conversations. You can put this data to work by automating the ideal customer experience before, during and after each call.

I hope this sheds some light on the mystery of call intelligence. To learn more about how call intelligence can empower your marketing, request a demo.

Andrea Mueller

Posted by Andrea Mueller

Andrea Mueller is the public relations manager at Invoca. She has 10+ years of experience and has held positions at Edelman, Trend Micro, McGrath/Power and even interned for Governor Schwarzenegger one summer. Andrea earned her B.S. in Communications and Geography at Syracuse University. She loves racing triathlons, the outdoors, national parks and traveling.

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