• Jon Payne

    Wil – I’ve played around with Voicestar and others but ultimately typically choose not to use call tracking services for my clients. The main issues relate to not wanting to display something other than their main number on their website. They would pretty much have to commit to that number forever, right? I wouldn’t want people saving that number, calling it a year later and getting no answer. On second thought though I guess they’d just do a search and get the new number. Anyhow, have you experienced any push-back related to that? Most of our clients do their own internal call tracking by asking how the prospect found them, though that certainly isn’t terribly accurate either. We just figure the leads we drive are the number coming from the forms we track plus “x” number of calls.

  • JoAnne

    Depending on the nature of the company and the type of business, I can understand a hesitation to display toll free numbers that vary from query to query. At the same time, though, it’s probably safe to say that most people don’t save toll free numbers for future use. I used Sovereign Bank for over 10 years and any time I needed to contact them I searched for the number online. I could have called a different number dozens of times and chances are I wouldn’t have ever noticed.

    I would say that the main problem with measuring the success of a PPC campaign by asking the caller how they found out about the company is that this information is not likely to flow back to PPC manager in a form that is useful for optimization (unless you were also to ask each caller which engine they used and what their specific query was). Even if I did learn that 50% of calls last week were generated from PPC efforts according to caller feedback, I can’t do much with this information because I don’t know which one of my campaigns/ad groups/keywords generated the calls. And if, like most PPC campaigns, cost is spread out unevenly across keywords and a few outliers are driving a great deal of cost without generating any leads, I’d never know it without call tracking. Cutting just a handful of keywords could drastically improve or damage my account but without call tracking its just guesswork.

  • Harvey Blom

    I have worked for the Yellow Pages in The Netherlands.

    Yellow pages use phone tracking in there directories both off line and online for our advertisers.

    I agree with Joanne for the most part on getting detailed information from the caller.

    A solutions is generate different numbers for different campaigns. So you can get more detailed information. At yellow pages we have a different number for the different advertisements and off line and online advertising.

    If Google analystics would track the guery, keyword and campaigne date that would be great.

    Asking additional questions to a customer is time consuming, yet very available. If it can be done automatic that would be beneficial.

    You may want to look if its possible for clients can keep their tracking toll free number or keep the redirection that would be great. A simply thing for your clients to do is to set up a own toll free number and ask the tracking company to track that, you will always be owner off the number.

    Sincerely yours. Harvey Blom ( Launch June 2009)

  • Brian@ifbyphone

    Great regards to the following:

    “ may only need to run call tracking for 3 months to see the percentage of calls to online leads ratio and apply that as an estimate of online leads going forward, allowing you to drop the provider after a while.”

    I work for a company called Ifbyphone, and we provide hosted telephone applications including Google Analytics Integration and Call Tracking. We are beginning to see more and more companies offer monthly short term contracts to accommodate those companies who only want to use Call Tracking for a shorter amount of time. It works out well, for us specifically, so that customers can try out our features before signing those long term contracts.

    Call Tracking