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Web Analytics: Data Redefining Website Call Conversions in 2016

Web Analytics: Data Redefining Website Call Conversions in 2016

Numbers are a business person’s best friend. If you aren’t convinced yet, perhaps statistics by the Economist Intelligence Unit will do the trick. It appears 60% of professionals believe data generates revenue within their companies and 83% feel that data increases profitability for existing services and products (source: Forbes).

Closely related to CRM strategies which include website phone call tracking, a recent survey on Statista shows that industries with the worst customer service are government offices, telecommunications, health care, utilities, insurance, airlines and retail. With each industry offering customers the possibility of phone calls directly from their website, let us address the importance of data and tools of trade for website call tracking. Welcome to 2016, quarter two.

Industry worst customer service

    Redefining Success in Online Business

    There are probably a thousand things an online business needs in order to become successful. However I have found these three to determine the actual success rate more than anything:

    1. Strong community management, both online and offline. With relationships being built on a H2H level (human to human), community management has a proven track of not just growing the social media channels, but also significantly contributing to the actual business growth.
    2. Conversion tests and experiments/trials using your business channels. In many ways, it makes sense why marketing and sales complete one another: if your marketing efforts convert into more business and sales, then your strategy proves successful. In an article on Hubspot, marketing and sales align with one another, the result being an increase in lead generation.
    3. Custom web data reports. Data of any kind is a must if you plan on building a sustainable business, both online and offline. Custom data is the key to understanding user behavior and what happens before and after the decision making process.

    Analyze customer and web data, and create custom reports that include relevant findings. These practices can make the difference in knowing what your audience wants, how they get the product/service they want and if there is any follow-up. Check below how a custom report looks, courtesy of Nextiva Analytics.

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    custom report nextiva

      Tools to Monitor Website Phone Call Conversions

      Following Google’s new implementations which now allow tracking phone calls with Google Analytics (GA), companies using call centers as part of their CRM strategies can start seeing better actual sales conversions. The process is quite simple to implement: add the GA code to your website and then set up Events and Goals (free) or an integration software (paid) to track phone calls from your website.

      Overview of Nextiva Analytics

      Nextiva Analytics launched in March as a “disruptive new reporting and analytics tool which integrates Nextiva’s Next OS platform”.

      “Up until recently, businesses using call centers as part of the customer support experience were only able to run in-depth reports, but now companies can gain unprecedented visibility for quick and informed decisions…Stakeholders can now ‘View, Analyze, and Act’ like never before, and get exponentially more value out of the platform,” says CEO Tomas Gorny.

      The tool offers more than 225 report combinations and “sky is the limit” ways to analyze real-time data, as well as historical data in the form of modern graphs or traditional tables.

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      Key Features

      Nextiva comes with a user-friendly interface, allowing any tech or non-tech savvy individual to create and analyze reports. A summary report offers a snapshot for call activity independent of time and dates.

      Account Summary Nextiva

        Call group reports are also available and offer the option of analyzing data for a specific target group (i.e. company employees), with the purpose of a deeper understanding in terms of business needs.

        Call Group Nextiva

          Custom reports and custom dashboards can be tailored to custom business needs, while reports always in-demand are easy to view and access.

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          Custom Dashboard Nextiva

            In order to empower agile decision-making processes, the wallboards allow transparency and displays of critical information for the business.

            Wallboards Nextiva

              The Gamification option can be used to motivate performance and increase engagement among operation teams. 

              Gamification Nextiva

                Last but not least, businesses can turn data into call-to-actions for competitive advantages, long-term goals, KPIs and predictions of future success rates.

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                Trend Analysis Nextiva

                  “As a data-driven company, we understand the importance of data for deep business insight and agile decision-making,” adds Gorny. More information and how-to’s can be found on their webinar resources page.

                  Takeaways

                  Keeping in mind the trends, the demands, and the solutions out there, how prepared do you see your own company in embracing the web analytics of tomorrow? Remember, even if your company is traditional, it doesn’t mean your marketing and sales strategies should be old fashioned. Trend them up by studying your audiences, your customers and creating an ideal environment for your employees and clients. Don’t let the small details out of your sight; they might define the success of your business. Online and offline.

                  Featured photo credit: Walter Pro via flickr.com

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                  Published on September 20, 2018

                  11 Google Chrome Apps and Features to Help You Get More Done with Less Effort

                  11 Google Chrome Apps and Features to Help You Get More Done with Less Effort

                  In today’s fast-paced and never-ending busy world, we are overwhelmed by tasks that need to be completed by tight deadlines. With so much technology it is difficult to find the right tools to help boost our efficiency. And, many tools get obsolete so its essential to stay up-to-date to know when you will have to make adjustments to these tools. Independently of where you work, there’s a good chance that you have to be working on a PC or a laptop.

                  Do you are feel like you do not have enough time, or cannot accomplish much as of late? It is recommended to take a step back and look at the big picture. Also, you want to explore new and innovative ways to improve productivity.

                  In this article, I outline 11 features and apps within the Chrome browser that can help you do just that.

                  Minimizing Tabs

                  Let’s face it we all have more than a dozen tabs opened on our computers. One neat trick to still keep most of them open is to turn them into pinned tabs. On Google Chrome you can right-click the tab and select “Pin Tab” option. This turns the tab into an icon enabling you to continue multitasking.

                  Pinning a tab anchors the tabs on the left of your toolbar; a great benefit of the “Pin Tab” feature is that you can’t close these tabs accidentally since the “X” disappears after pinning them.

                  Incognito Mode

                  Google Chrome is a very easy-to-use and intuitive. But, Google does collect our browsing data; so to remedy this, you can use Incognito Mode. This feature does not keep your browsing or download history. You can enable or access it in three different ways:

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                  1. Press Ctrl/Command+shift+N
                  2. Select File Menu and choose New Incognito Window
                  3. Download extension New Incognito Window

                  This feature is very handy if you’d rather not have your browsing history stored and utilized for future advertisement or suggested pages.

                  Save Webpages as PDF Files

                  Have you ever browsed interesting or important information and then forgot to bookmark or save it in “favorites”, making it impossible to find again? Chances are you have done this on a number of occasions.

                  Thankfully, there is an easy solution. You can save webpages as PDF files. On your keyboard, press control/command+p and you will be able to save webpages as PDFs.

                  Open Recently-closed Tabs

                  Ever had dozens of tabs opened and all of a sudden your browser shuts down? It has probably happened to all of us. You can easily recover all of your tabs using two approaches. Don’t panic if this happens because there is a workaround and solution for it.

                  One is by pressing Ctrl/CMD+Shift+T.

                  The other approach is to click on the three vertical dots on your browser and hover over “History”.

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                  Solve Mathematical Problems

                  Google’s Chrome browser doesn’t just search for relevant and updated information. It is also capable of performing some mathematical problems. Within the omnibox (Chrome’s address or URL bar), you can perform mathematical exercises.

                  For example, if you are struggling with percentages you can search 20 percent of x amount and it will instantly provide a result. Pretty handy, right?!

                  Play Media Files

                  Are you frequently met with difficulties when playing or watch a video files? Well, once again Chrome comes to the rescue. You can can listen or play videos from all sorts of movie or music files (mp3, mp4, .mov, .mkv, .ogv, .webm, .wav, etc.) by simply dragging the file into the search bar.

                  In addition, you can view images, PDF files and Microsoft Office files, too.

                  Navigate Swiftly Between Tabs

                  With all of those tabs opened comes great navigation responsibilities. Rather than clicking through every tab, you can use shortcut keys like Ctrl+Tab to navigate all of the different tabs. Also, you are able to navigate to the first tab by pressing Ctrl-1, Ctrl-2, and so on. If you want to switch to the very last tab, press Ctrl-9.

                  Stay Focus(e)d

                  Computers nowadays have awesome capabilities.

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                  Sometimes we like to get work done, but let’s face it, we’re all human. We sometimes procrastinate by visiting a website we really like, or maybe take a break with watching a flick on Netflix, a video on YouTube or browsing Facebook.

                  With Chrome’s StayFocusd extension, you can truly stay focused and get more done in less time.

                  This extension naturally helps you stay more productive by limiting the amount of time you spend on websites. You can set the time and it will automatically block those sites after a certain period.

                  Grammarly for Editing

                  Grammarly is a must have, and it’s really a complete powerhouse. Grammarly helps you check your grammar and spelling for everything you write online.

                  You can use it professionally or as a student, which will make the editing process much easier and more efficient. Furthermore, it can automatically check for typos when you send an email, type a Tweet, or post a Facebook comment. It’s like having your own personal copyeditor!

                  Loom

                  There are times that words in an email or written text in a chat app will just not convey the right meaning.

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                  There is a saying that a picture is worth a thousand words. Well, the same is true of videos.

                  With Loom, you can capture, narrate and immediately share video recordings of your screen, which will help coworkers understand issues you are facing, or to easily convey an explanation on screen. Plus, with video you will be able to easily walk people through a process, and you can use it to create simple how-to videos.

                  Chrome Calendar Extension

                  No matter what your level of responsibility is at your job, Google Calendar is another essential resource to have at your fingertips.

                  Specifically, you can have this extension added as an icon in the toolbar of your browser, which I highly recommend. Once you add the extension to your browser, you can check for upcoming events with a single click without leaving your current page.

                  Final Thoughts

                  Google Chrome has definitely evolved from its inception. As you can see you have a very powerful tool that comes as a free installation and is loaded with dozens of capabilities. The above listed Chrome apps can resolve some of the most common obstacles to your time management and productivity.

                  Featured photo credit: Andrew Neel via unsplash.com

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