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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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                  Last Updated on May 14, 2019

                  8 Replacements for Google Notebook

                  8 Replacements for Google Notebook

                  Exploring alternatives to Google Notebook? There are more than a few ‘notebooks’ available online these days, although choosing the right one will likely depend on just what you use Google Notebook for.

                  1. Zoho Notebook
                    If you want to stick with something as close to Google Notebook as possible, Zoho Notebook may just be your best bet. The user interface has some significant changes, but in general, Zoho Notebook has pretty similar features. There is even a Firefox plugin that allows you to highlight content and drop it into your Notebook. You can go a bit further, though, dropping in any spreadsheets or documents you have in Zoho, as well as some applications and all websites — to the point that you can control a desktop remotely if you pare it with something like Zoho Meeting.
                  2. Evernote
                    The features that Evernote brings to the table are pretty great. In addition to allowing you to capture parts of a website, Evernote has a desktop search tool mobil versions (iPhone and Windows Mobile). It even has an API, if you’ve got any features in mind not currently available. Evernote offers 40 MB for free accounts — if you’ll need more, the premium version is priced at $5 per month or $45 per year. Encryption, size and whether you’ll see ads seem to be the main differences between the free and premium versions.
                  3. Net Notes
                    If the major allure for Google Notebooks lays in the Firefox extension, Net Notes might be a good alternative. It’s a Firefox extension that allows you to save notes on websites in your bookmarks. You can toggle the Net Notes sidebar and access your notes as you browse. You can also tag websites. Net Notes works with Mozilla Weave if you need to access your notes from multiple computers.
                  4. i-Lighter
                    You can highlight and save information from any website while you’re browsing with i-Lighter. You can also add notes to your i-Lighted information, as well as email it or send the information to be posted to your blog or Twitter account. Your notes are saved in a notebook on your computer — but they’re also synchronized to the iLighter website. You can log in to the site from any computer.
                  5. Clipmarks
                    For those browsers interested in sharing what they find with others, Clipmarks provides a tool to select clips of text, images and video and share them with friends. You can easily syndicate your finds to a whole list of sites such as Facebook, Twitter and Digg. You can also easily review your past clips and use them as references through Clipmarks’ website.
                  6. UberNote
                    If you can think of a way to send notes to UberNote, it can handle it. You can clip material while browsing, email, IM, text message or even visit the UberNote sites to add notes to the information you have saved. You can organize your notes, tag them and even add checkboxes if you want to turn a note into some sort of task list. You can drag and drop information between notes in order to manage them.
                  7. iLeonardo
                    iLeonardo treats research as a social concern. You can create a notebook on iLeonardo on a particular topic, collecting information online. You can also access other people’s notebooks. It may not necessarily take the place of Google Notebook — I’m pretty sure my notes on some subjects are cryptic — but it’s a pretty cool tool. You can keep notebooks private if you like the interface but don’t want to share a particular project. iLeonardo does allow you to follow fellow notetakers and receive the information they find on a particular topic.
                  8. Zotero
                    Another Firefox extension, Zotero started life as a citation management tool targeted towards academic researchers. However, it offers notetaking tools, as well as a way to save files to your notebook. If you do a lot of writing in Microsoft Word or Open Office, Zotero might be the tool for you — it’s integrated with both word processing software to allow you to easily move your notes over, as well as several blogging options. Zotero’s interface is also available in more than 30 languages.

                  I’ve been relying on Google Notebook as a catch-all for blog post ideas — being able to just highlight information and save it is a great tool for a blogger.

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                  In replacing it, though, I’m starting to lean towards Evernote. I’ve found it handles pretty much everything I want, especially with the voice recording feature. I’m planning to keep trying things out for a while yet — I’m sticking with Google Notebook until the Firefox extension quits working — and if you have any recommendations that I missed when I put together this list, I’d love to hear them — just leave a comment!

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