saas, meet the phone
TRANSCRIPT
Omni-channel is viewing the experience through the eyes of your customer, orchestrating the experience across all channels so that it is seamless, integrated, and consistent.
The Rise of the Omni-Channel Marketer
- John Bowden SVP of Customer Care
Leading MarketersLeaders proactively influencing the customer experience across channels and using marketing technologies.
All OthersTrail the leaders in either adoption of technology or influence of the customer experience, or both.
These are the stakes.
Omni-channel leaders outperform all others.
SOURCE: 2013 IBM Global State of Marketing Report
Mobile is not a channel. It’s the new home for omni-channel marketing.
SEARCH
Mobile searchhas overtakendesktop searchin 2015
65% of emails are opened on mobiledevices
DISPLAY
Mobile spend growingat 3x vs. desktop display
SOCIAL
100% ofFacebook’srevenue growthis frommobile
$Billions
Desktop Marketing SpendMobile Marketing Spend
Source: eMarketer
Our most important interactions happen in conversation.
75%CALL
SMS
SOCIAL
Winning the Lottery
Getting Engaged Announcing Pregnancy
Fired from Job Big Personal Fight Hired for Job
68%CALL
60%CALL
55%CALL
68%CALL
55%CALL
SOURCE: 2015 Invoca survey of 2000+ consumers
The conversation is also our most important business interaction.
61%
of searchers state that a call is the most important step in the customer journey.
Why do you prefer to call a
business?
BROWSE with clicks. BUY with calls.
20-30%1-2%Average
conversion % for a digital
lead
Average conversion % for a phone
lead
Calls to businesses will double, to 162 billion, by 2019.
70%of mobile searchershave clicked to calla business basedon search results.
Source: eMarketer, BIA Kelsey
Mobile Calls to BusinessesMobile Marketing Spend
Billions
Customer:Campaign:
ROI:Next Step:
Is your technology really omni-channel?
CALLSEARCH
SOCIAL
WEBSITE
DISPLAY
UnknownUnknownUnknownUnknown
Invoca puts the conversation into your marketing.
Real-Time Automation
Omni-Channel Integration
Call & Conversation Analytics
Complete the omni-channel journey with analytics and automation for phone calls.
75% of our business is looking for a conversation
2x more calls vs. form fills for mortgage leads
1/3rd of mortgage calls coming from Google Click to Call