As a business, you invest your time and resources in various marketing techniques to improve customer experience and increase conversions. While your digital marketing efforts are easy to track, tracking offline interactions, such as phone calls with customers, can be challenging. This is where the role of call tracking software comes in.
According to Invoca, 68% of consumers prefer to communicate with businesses via phone, and this channel is crucial for high-stakes purchases, with 87% feeling more confident after a phone conversation rather than directly purchasing online. Furthermore, phone calls convert to revenue 10-15x more than web leads. (Source: BIA/Kelsey)
While we cannot deny that businesses still rely heavily on phone calls for customer inquiries, support services, or sales, the above stats signify the importance of tracking and analyzing those calls, whether inbound or outbound.
With this in mind, let's get going to explore what call tracking software is, how it works, and how it can change the game for businesses of all sizes.
Call Tracking Software is a tool that helps businesses monitor and analyze interactions with customers via phone calls. This helps businesses gain insights into their marketing efforts and optimize their strategies accordingly.
A call tracker software works by assigning specific values to different marketing campaigns, channels, or touchpoints. So whenever a customer interaction happens through any of these channels, the software captures information about the call. Typically, this includes the source of the lead, the duration of the call, and the outcome of the call.
There are various ways in which businesses use call tracker software to analyze customer calls. Let’s have a look:
Evaluating Call Data
Businesses track and analyze the following call data:
Call duration to spot areas where agents are spending too much or too little time.
Identify frequently used keywords during the calls to understand customer pain points and interests.
Tracking the call outcome such as sale made, issue resolved, etc., to measure the effectiveness of efforts of the sales staff.
Understanding the location of the caller to tailor their marketing efforts to specific geographic areas.
Identifying High-Quality Leads
By analysing and tracking call data, as mentioned above, businesses are able to filter high-quality leads and focus their sales efforts on the most promising leads.
Optimizing Marketing Campaigns
By assigning unique numbers to different marketing campaigns, businesses identify which campaigns are driving the most calls and conversions. This also helps them understand customer journeys and spot drop-off points.
To perform call tracking, there are mainly 3 types of software available in the market. These are:
Inbound Call Tracking Software: An inbound call tracking software tracks incoming customer calls from different marketing channels such as ads, websites, and offline campaigns.
Outbound Call Tracking Software: As the name suggests, outbound call tracking software monitors outbound calls, i.e., the calls made by agents or sales teams to interact with customers. For example, follow-up calls, surveys, or polls.
AI-Powered Call Tracking Software: The latest AI-powered call tracking software leverages artificial intelligence to analyze interactions between customers and agents and generate useful insights accordingly. This type of software detects patterns and generates reports that help businesses in better decision-making.
As mentioned before, call tracking software works by assigning a unique number or identifier to each marketing campaign or source.
Let’s understand this through an example.
Suppose a customer dials the number after clicking on a Google Ad, the call tracking software:
Routes the call to the appropriate business department or agent.
Records Call Data such as caller ID, call duration, location, and call outcome.
Analyzes Interactions through AI-powered tracking that can transcribe and analyze conversations to detect customer intent and sentiment.
In the above example, the call tracking software attributes the call to that specific Google ad. This allows the marketing team to calculate the ROI of their ad spend accurately.
Now that we have a clear understanding of how a call tracking software works, we shall move to learn about the key features offered by this software:
Dynamic Number Insertion (DNI): One of the key features of call tracking software is to automatically assign unique numbers to different web pages and channels, tracking which page or channel generated the call.
Call Recording & Transcription: Another useful feature of call tracker is call recording. This is extremely helpful in quality assurance, compliance, identifying customer problems and gauging the performance of the agents
AI-powered Analytics: AI-powered call tracking software analyzes call data to detect trends, customer sentiment and identify high-quality leads.
CRM Integration: Modern call tracker software seamlessly integrates with CRM and other existing business systems. This integration enables smooth call data logging and updating of lead profiles.
Real-Time Reporting: One of the best features offered by call tracking software is its ability to generate real-time automated reports. This helps businesses gain instant insights into call performance, source attribution, and agent efficiency.
According to Forrester, “82% of marketers agree that insights from inbound calls and call experiences may reveal costly blind spots in their organizations.”
Now comes the real question: What are the advantages a business gains using call tracking software? This section answers the question.
Improves Lead Attribution: By utilizing a call tracker, businesses are able to understand which campaigns or sources drive high-quality leads. Thus, they are able to focus their best efforts on those channels and optimize the ones that require improvement.
Boosts Conversion Rates: The most significant benefit of using a call tracker is that businesses can identify and prioritize leads with a high likelihood of conversion. It helps them save resources while still maximizing lead generation.
Enhanced Customer Experience: Customers are indeed the true reflection of a business's way of working. A call tracker software allows businesses to use call data to enhance their sales operations and thus deliver better customer service.
Optimum Resource Utilization: With clear insights and most of the sales work being automated, businesses are able to optimize their marketing spend. Interestingly, companies that incorporate high-level automation into their sales process generate around 16% more leads compared to those that incorporate low-level or no automation. (Source: KoMarketing)
Improves Sales Team Performance: Having access to call data and useful insights, sales managers can improve the performance of their team through regular feedback and training.
Consumers are most likely to call when making purchases in insurance (68%), healthcare (67%), telecom (64%), automotive (61%), home services (60%), financial services (60%), and travel (53%). (Source: Invoca)
The usage and benefits of call tracking software are not limited to any single industry. Let’s delve into how different sectors use this software:
E-commerce & Retail Businesses – Track Customer Calls & Inquiries: This sector uses call tracking software to track customer inquiries, handle support calls, and identify which marketing sources drive maximum purchases.
Real Estate Agents & Property Dealers – Identify Serious Buyers.: Real estate agents and businesses use call tracker software to differentiate between casual inquiries and high-intent or serious buyers. They can also ensure timely follow-ups with customers using call tracking software.
Healthcare & Clinics – Manage Appointment Calls Effectively: Healthcare institutions and clinics can easily manage appointments, prescription inquiries, and follow-up calls with patients using call tracker software. 77% of healthcare marketers say insights from inbound calls and call experiences may reveal costly blind spots in their organization. (Source: Forrester)
Marketing Agencies – Improve Campaign Tracking & Reporting: Marketing agencies can measure campaign performance by tracking calls to report ROI to clients.
Automobile Dealerships – Enhance Lead Tracking & Follow-ups: Car dealers can utilize call tracking to track inquiries, schedule test drives, and follow up with potential buyers. Statistics reveal that “67% of automotive customers call during the purchasing journey, and 33% of them call because they can't find what they're looking for online. (Source: Invoca)
Choosing any software for your business needs careful consideration. You just cannot go with something trending; rather, select the one that aligns with your unique business needs.
Easy Integration: What if you onboard a software that doesn't support integration with your existing systems like CRM and Google Ads? Having disparate tools can create a mess. Therefore, it is important to ensure that the call tracker software you choose seamlessly integrates with your existing systems so that all tools stay in sync. This enables better lead tracking, automated workflows, and data-driven decision-making.
Scalability: Make sure you choose a solution that can grow with your business. Even if you are a startup with a few clients, the software you select must be able to accommodate your growing needs in terms of call volume and additional features.
Pricing and Support: Measuring the effectiveness of the software in terms of cost is important. Research and evaluate whether the software is value-for-money or not. Also, don't forget to ensure 24/7 customer support so that you can enjoy smooth implementation and uninterrupted service.
SmoothTalk is a feature-packed, powerful, and easy-to-use call tracking solution that empowers businesses from different industry verticals to smoothen their entire lead generation process and drive maximum conversions.
Let’s have a look at how SmoothTalk helps businesses achieve their sales goals:
Easy-to-use Interface with Real-time Call Tracking: SmoothTalk is designed for businesses of all sizes – from startups to well-established organizations. It’s an AI-driven solution that helps in efficient lead management as well as keeping track of the entire lead life cycle.
Advanced AI-driven Analytics for Better Decision-making: Analytics can be a goldmine for businesses. SmoothTalk’s intelligent analytics provide real-time and historical data related to clients that can help businesses like you in making data-backed decisions. Statistics reveal that 52% of companies have accelerated their AI adoption plans. (Source: PwC), and 86% of CEOs say AI is mainstream technology in their office in 2021. (Source: Semrush) indicating the growing significance of AI in the business landscape.
Seamless Integration with CRM, Google Ads, and Marketing Tools: SmoothTalk's ability to connect and work smoothly with other essential business tools enables seamless and automatic flow of information, saving you time and effort.
Affordable Pricing for Businesses of All Sizes: The pricing of SmoothTalk has been kept flexible to accommodate the needs of businesses with varying needs and budgets.
24/7 Customer Support to Assist with Setup and Troubleshooting: Remember that only reliable and reputable service providers offer 24/7 customer support. This is where SmoothTalk outshines. SmoothTalk's commitment to providing timely assistance regardless of your time zone or when you encounter a problem ensures that your concerns are addressed promptly.
SmoothTalk offers flexible pricing options designed to fit every business stage — from startups to large enterprises.
Choose a plan that fits your business needs and budget:
Quarterly Plans – Ideal for short-term campaigns or seasonal tracking.
Bi-Annual Plans – A great balance between cost and commitment.
Annual Plans – Enjoy long-term savings with full-feature access year-round.
Custom Plans Available
If you have unique requirements, SmoothTalk also offers customized plans tailored to your business.
Getting started with SmoothTalk is quick and easy:
Step 1: Visit the official website and sign up for a free trial or buy directly.
Step 2: You can log in to your account and integrate SmoothTalk with your CRM and marketing tools.
Step 3: You can configure it using your existing phone number.
Step 4: Start using the amazing features of SmoothTalk.
46% of consumers are very likely to stop buying from a business or using its services if their calls repeatedly go unanswered with no other channels available for help. (Source: Vonage).
If you are a business looking to optimize your marketing efforts, improve customer interactions, and boost your conversion rates, then call tracking software like SmoothTalk is certainly a comprehensive solution.
Sign up for a free trial of SmoothTalk today and experience the power of AI-driven call tracking.