CALL TRACKING: Which Keywords Trigger Phone Calls?

Is There a Better Way to Track Your Phone Calls?

Most people enjoy the sound of a phone ringing, especially in business (unless it’s the car warranty people, of course!). For entrepreneurs and small business owners, the sound of a phone ringing is a very good thing indeed. It means people are interested in your business and called to find more information, or perhaps to even place an order.

Inbound calls have always been important to small-to-medium businesses, but never more so than in 2021. Pre-pandemic, 60% of customers preferred to call small businesses on the phone, according to a report cited by Small Business Trends.

During COVID, an analysis of 100 million phone calls revealed that customers called in even greater numbers, as a way of circumventing the need for in-person interactions.

Call Tracking Call Log Panel

The goal of a website marketing strategy is to drive website traffic, and motivate people to call you, but how do you measure success?

Which phone calls are coming from which keywords?

Which phone calls are coming from which banner ads?

Which phone calls are coming from Facebook? Instagram? Email?

How can you tell which segment of your online marketing strategy is pulling its weight in generating calls, and which might need a little work?

>> Enter CALL TRACKING.

That’s where a call tracking can prove to be an invaluable tool. Call tracking provides verifiable results that reveal which of your campaigns are driving those crucial phone call conversions. Instead of guessing which strategies provide the best return, call tracking provides exact performance data.

Call tracking automatically assigns phone tracking numbers to various components of your online marketing, such as Google Ads, Google My Business listings, Facebook Ads, Yelp, Email newsletters, etc. These calls are then forwarded to your business, and you are provided with data you need to track their sources.

Benefits of call tracking include:

  • Verifiable ROI: Most businesses don’t really know which components of their marketing strategy are doing the most work. This allows you to prove whether you are receiving a good return on your marketing investment.
  • Better Customer Journey: Sometimes one call is all it takes to make a sale, but it usually requires several steps to complete the buying journey. You want to make sure the customer has the information and motivation needed to proceed to the next step. If calls don’t come in from a marketing source, you need to re-examine it to determine what needs to change.
  • Drive More Traffic: Once you know what is working, you can invest additional dollars and effort into that channel to increase your traffic even more.

Which Call Tracking Tool Is Right For Your Business?

Call tracking is especially important for businesses that want to get to know their customers on a more personal basis. One tool I recommend is the highly-rated CallRail. The co-founder of CallRail was an entrepreneur, too, so he knew what would be needed in an intuitive call tracking platform uniquely suited to meet small business needs. Check out some of their case studies to see how other small businesses used the power of call tracking to their advantage.

CallRail Call Tracking software reveals the sources behind your calls, and provides access to each lead’s name, number, and location. After a free trial period, the call tracking suite starts at $45 a month, depending on the volume of phone numbers you need, the number of minutes your calls take, and other factors. Included in the basic plan are 10 local numbers, 500 local minutes, and 100 local messages. Basic features include:

  • Attribution matches incoming phone calls and texts to your marketing channels and tactics. This helps you measure the success of advertising campaigns while fine-tuning marketing strategies and spending.
  • Data-driven reporting helps you spot trends, save money, and market smarter.
  • Consolidate communications: With CallRail, you can talk, text, and track in one place. Advanced features like pulling up insights on a screen when a call begins give your callers a more personalized customer service experience.
  • Summary emails provide a breakdown of lead activity for companies within your account. You choose the data presented in your email, including total calls, total minutes, and statistics on new callers, keywords, and sources driving calls to your business. Here’s an example of a Summary Email:
Call Tracking Call Reporting

Available for Apple and Android devices, the CallRail mobile app puts your call analytics in the palm of your hand, providing a real-time view of your inbound, outbound, and missed calls. You’ll also be able to listen to call recordings and communicate with customers via text message.

Call Rail Call Tracking Call Reporting Mobile App

If you add on The Conversation Intelligence plan for $50 a month, you can transcribe the phone calls and have them sent as a text message.

The keywords associated with calls can be used to gain insights into the language your customers use to talk about you, develop hyper-targeted ad campaigns, and include in blogs, ads, and other marketing materials to speak to your audience in terms they understand.

If you are trying to grow your business online by maximizing your web presence, driving traffic to your website, and presenting your website content in a way that more people will use your services or buy your products – tracking your phone calls is an essential ingredient for success.

Ways to Make Remarketing Work for Your Small Business

Ways to Make Remarketing Work for Your Small Business

When it comes to a marketing budget, every dollar is precious, especially for small businesses, and you need to squeeze as much mileage out of each marketing tactic as possible. That is why the concept of remarketing makes so much sense.

Although marketers would love to be able to just drive prospects to a website or retail location, where they make an immediate purchase, the real outcome is that this scenario seldom comes true. Some people do use their mobile devices to make immediate purchases (think food or gasoline), but most must be nurtured and communicated to several times to make the impression that tilts the buying scale in your favor.

Let’s say you spend a considerable amount of money on your online marketing strategy, and meet with a certain amount of success. Remarketing is a way to connect with those people who ALREADY took notice of your business, interacted in some way, or possibly even visited your website. This marketing tactic allows you to strategically position follow up advertisements in front of these audiences, reminding them of your brand.

You might have experienced remarketing when you searched for something online, and saw a promotion for that very same product come up in your Facebook feed or Google results.

If you need some convincing statistics about the power of remarketing, consider the following:

  • One ad is not enough: Only 2% of visitors make a purchase on their first visit to a website. Cart abandonment rates are incredibly high, especially on mobile devices. Remarketing offers the possibility of getting a second chance with that other 98%.
  • Conversion rates increase over time: WordStream reveals that the more prospects see an ad, the more likely they are to buy. Sometimes they might not really notice your ad, or your timing could be off. But, the more they see what you offer, the more likely you are to catch their attention.
  • People ENJOY reminders: Would you be surprised to find out that 25% of visitors actually enjoy seeing a remarketing reminder? If they liked something enough to research it once, the chances are they had interest, but were not yet fully motivated to buy.

Common Remarketing Mistakes and How to Correct Them

Although it might seem easy enough to just say that you want to remarket to people who have interacted in some way with your business online, setting up remarketing is not easy. It requires following several holy grails of technical manuals, and there are dozens of ways to make mistakes which compound quickly.

Here are some of the biggest missteps, and tips to make your remarketing more effective:

  • Set Up Your Remarketing: If you have ever heard that “there is never enough time to do something right the first time, but always enough time to do it over,” you have already learned an important lesson about remarketing – set it up right! Google takes you through a step-by-step remarketing set-up processSet up an audience sourcetag your website for remarketing, create a data source, and use Tag Manager to confirm that a global site tag has been placed on every page of your website.
  • Choose Your Audience Wisely: Setting up your audience lists will help you define which audiences see your ads across Gmail, YouTube, Google Search, and the Google Display Network through remarketing campaigns. Choose website visitors, your customer list, similar audience, app users, and callers, or a custom combination to specify who you want to see your ads. The audience you choose depends on the type of ad you will run. Don’t try to accomplish too much with one ad. It can be confusing to your audience, and will be next to impossible to track. On the other hand, though, you do need an audience that is large enough to generate trackable results, so don’t exclude every possible demographic just to save a few dollars.
  • Remarket to Those You Already Know: You only have a passing acquaintance with some people – they visited your website once, or clicked on a YouTube video. But, with others there is a more “intimate” relationship. They are on your e-newsletter list, gave you an email address to download an e-book or white paper, or maybe even made a purchase. Perhaps they got all the way to the shopping cart stage, without taking the final buying action. These are people that are not what you might consider “regular” customers yet. You want to have specific remarketing efforts for this audience to remind them of why they like your business, and motivate them to take another action. This is also where the concept of the “similar” audience is useful – if it works well for your current associations, then it will probably work for those who are in similar demographic groups, too.
  • Think About the Length of Your Remarketing Campaign. You could believe you want a particular remarketing campaign to last about 30 days, but some buying decisions need longer periods of time than that. You might want a sales promotion to run a week or two, and a restaurant can probably get by with a shorter timeframe, but a car dealership might have to go out to two months to meet their buyers’ thought process. You want to have enough visibility during the timeframe when a prospect is most likely to revisit their purchase options.
  • Don’t Go Overboard: There is a limit to how much any prospect, even a very interested one, wants to hear from you. Use frequency capping to limit the number of times your remarketing ads appear to the same person over a given time period.
  • Pay Attention to All Your Online Marketing: Although it might feel like your remarketing strategy should be able to practically run itself, you do want to check on it regularly to make sure it is generating the results you expect. Look for areas you can improve on, and also those that might need to be rethought completely. Keep an eye on those people who do convert, to determine how you want to reach out to them in upcoming remarketing efforts. And don’t focus so much on the remarketing that you forget to revisit your primary online marketing strategy, as that is what is driving the initial results you count on for remarketing.
  • Watch the Audience Overlap: You want to try to maintain control over the amount of information each of your specific audiences will receive from you. Too much and they might get annoyed; too little and they could lose interest. Think about what you are saying to each audience, how long your campaign will last, and figure out whether they are getting other overlapping remarketing messages from your business.
  • Measure and Measure Again: You want to get a good ROI with any marketing strategy, and that includes your remarketing efforts. Take advantage of Google Analytics to gain insights on pages visited, session length, and traffic sources, in order to improve results.

Finally – BE INTERESTING! You might have made it perfectly through the set-up and audience selection parts, but you still need to have an ad that is interesting. Use quality images and captivating content to grab your audience’s attention and make them give your business a second thought. You’ll want to do some testing of various versions of your ad, to make sure you hit on the exact combination that works.

This focused on the concept of remarketing with Google, but Facebook also has a very similar process (they call it re-targeting) for helping people rediscover what they really love about your business. The point is that you want your online marketing to work its very best for your small business. Building on strategies you already have in place through remarketing can help take those efforts to the next level.

Top 3 Website Visitor Tracking Tools

If you want your website to get as much traction as possible, you need to know what interests your visitors.

If you fail to acquire this knowledge, you may end up putting too much effort into areas that do not interest your audience, while failing to properly develop the more interesting content that is popular on your website.

You don’t have to have a website very long before you encounter options for tracking certain statistics for your page.

Even if you don’t actively search for any type of tracking tools, it’s likely that you’ll get bombarded with a variety of offers to try free services and programs.

The problem is that there are disparities between these services, which could mean the difference between success and failure when it comes to learning more about your site.

With so many options to choose from, we’ve narrowed down our choices to three of the best in the industry:

» Clicky.com

» Google Analytics

» Bit.ly

Here is a further look into what each of these services offers. As you read through this, be sure to keep in mind your specific needs for your website. You’ll likely come across something that will be sure to fit all your requirements.

CLICKY.COM

Features

If you have a small- to medium-sized website, Clicky.com might be your perfect choice. This application is ideal for blogs, websites and even e-commerce platforms that utilize HTML-based development.

Web analytics
 
Clicky.com

Clicky offers a variety of different tiers, but the one that seems to be the best deal is Clicky Super Pro. With this service, you’ll be able to get feedback on up to 100,000 pageviews per day. You can also cover up to 10 different websites with one Clicky account.

With recent updates, Clicky has even gone on to handle analytical information fromTwitter, which is ideal for those who have a large online following to track. One of our favorite features of Clicky is the ability to set and monitor goals, which is perfect for those who need a bit of added motivation as they try to dominate their online market. You’ll be able to track a variety of different statistics, as well as look back to see which campaigns worked and which didn’t.

Clicky reports also are easier to read than others we’ve reviewed. The reports have an eye-candy look and feel that helps busy executives save time by speeding up the decision-making process.

Support

Because of the number of users who rely on Clicky.com, you’ll also be able to find multiple outlets for support. If you need to contact customer service, you can do so through an email to the support team. There is also a user-moderated online forum and FAQ center, which is very helpful. You can use this area for requesting input for your ideas and getting feedback from others who are in the same boat.

Price

Clicky.com is $19.99 a month, which is standard for analytics programs. However, if you are willing to pay upfront, you can do so at $119.99 annually. That equals about six months free if you pay up front, which is well worth it in the long run. In addition, there are updated services, such as Clicky Pro and Clicky Enterprise, that account for even more detailed online profiles.

GOOGLE ANALYTICS

Features

As one of the more well-known programs out there, Google Analytics is often the choice that many users make when setting up their first website or online presence. There are plenty of good reasons why Google Analytics is an excellent option for first-time users.

Google Analytics

Google Analytics is quite easy to use, and it gives you plenty of feedback that will be beneficial as you start to tweak and alter your websites and social media profiles. One of our favorite features is the ability to track audience characteristics, which is an analysis of behavior patterns of your users. For example, you can see where traffic is going on your website, which can help as you formulate new objectives.

Support

The good news with this program is that it’s from Google, so there is going to be plenty of community-driven support available. When it comes to getting feedback from Google itself, however, you’ll likely come up a bit short in comparison to other programs. But because there is so much input from other users out there, it’s likely that you’ll find assistance with any issues that you come across with your Analytics program.

Price

One of the biggest reasons that people go for Google Analytics is because it’s free. Couple that with how easy it is to use and the number of tracking options, it’s obviously worth implementing if you are new to analytics software.

BIT.LY

Features

You might be familiar with Bit.ly as the incredibly popular platform that shortens links and makes it easier for you to post websites into Twitter and other social media outlets. Since 2012, Bit.ly has offered its own analytical tracking data software.

Bitly links shortening

The biggest feature with Bit.ly is that it easily takes your shortened links and tracks data to determine what is working best for you. And since Bit.ly already has a strong emphasis on maximizing social media, the program will further assist you with making the most with your Twitter, Facebook and other platforms.

One of the biggest reasons to use Bit.ly is that it ranks among the top options for user interface and ease of use. Although there is a bit of a learning curve, you will get tons of feedback and information that is easy to understand right on your dashboard. You can then use this information moving forward while branding new social media approaches.

Support

Bit.ly has a growing community of users who are active in forums and other user-driven networks. In addition, Bit.ly offers direct client support, which is completely different from their original Bit.ly applications. Bit.ly is growing, which is why it’s certainly worth considering now for your online presence.

Price

Bit.ly might be best used for enterprise customers with large numbers of viewers and followers. With that in mind, there are different price tiers for each customer and the type of support they need. To find more about Bit.ly and how much it may cost for you to run, you’ll have to inquire. The good news is that this inquiry comes with feedback from a Bit.ly rep, which is something you’ll no doubt find of value.

Before launching your Internet marketing campaign to build your online presence, be sure to  implement one of these powerful analytical data tracking systems. Instead of wasting your time sifting through other options out there, shorten your list of choices to Clicky.com, Google Analytics and Bit.ly.

— Taylor Reaume is an e-Business coach and founder of Search Engine Pros. He can be contacted at taylor@thesearchenginepros.com, or 1.800.605.4988. Click here to read previous columns. The opinions expressed are his own.