The New 411: Transforming your Marketing with Rich Caller Insights

Hosted by:

Sarah Wernik and Daniel Dubinsky

Guest Speaker: Ujjwal Bhattarai

#InvocaSummit

Daniel Dubinsky Sarah Wernik

Customer Success Engineer

Invocan since 2014

Who is Dan?

● Loves phone calls● Loves solving problems● Undercover superhero

Enterprise Customer Success Manager

Invocan since 2012

Who is Sarah?

● Loves phone calls● Loves digital marketing● Eccentric Goofball

Welcome!

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More information is available to marketers than ever before….

We can answer the questions of who is calling and why?

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1) How do we get that information?

2) What are we going to do with it now that we’ve got it?

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Guest Speaker: Ujjwal BhattaraiCompany: Brady CorpIts products help customers increase

safety, security and productivity and include high-performance labels and signs, printing systems and safety devices.

Bio: In the digital marketing world for 10+ years and has worked at Brady for 4 years.

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1) Enhanced Caller Profiles

2) Conversation Intelligence

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What is Enhanced Caller Profiles?

● Demographic data appended to

an inbound call

● In addition to caller information

already captured on a call within

Invoca

● Information that can be provided

before or after a call

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Enhanced Caller Profiles

Full NameStreet Address

State

Zip Code

Line Type

Carrier

Do Not Call List

Prepaid

City

Age Gender

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Enhanced Caller Profiles

Solving the Problem:

When customers call, most marketers have little insight into who that customer is – driving poor experience and inefficient spend.

With better caller profiles, marketers and salespeople can improve the caller experience, drive more conversions, and improve marketing spend.

Built for Marketers Who Care About:

1. Creating a better customer experience2. Optimize on conversion rates3. Optimizing marketing spend through targeted

marketing

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Enhanced Caller Profiles

Before the Call During the Call After the Call

Last Name

Street AddressState Zip Code

Line Type

Carrier Do Not Call List

Prepaid

City Age

First Name

Would you like me to mail you a copy of your confirmation?

Will you be having children orgrandchildren accompanying you?

Hello Mr. Smith. Thank you for calling Zulu Servers. How are things in Los Angeles, California?

Gender

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Enhanced Caller Profiles

Last Name

Street AddressState Zip Code

Line Type

Carrier Do Not Call List

Prepaid

City

First Name

Before the Call During the Call After the Call

Would you like me to mail you a copy of your confirmation?

It looks like you’re calling from a mobiledevice, I’m going to text you a special promo code.

Age

Gender

Hello Mr. Smith. Thank you for calling Zulu Servers. How are things in Los Angeles, California?

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Before the Call During the Call After the Call

Last Name

Street AddressState Zip Code

Line Type

Carrier Do Not Call List

Prepaid

City Age

First Name

Would you like me to mail you a copy of your confirmation?

Gender

Hello Mr. Smith. Thank you for calling Zulu Servers. How are things in Los Angeles, California?

It looks like you’re calling from a mobiledevice, I’m going to text you a special promo code.

Enhanced Caller Profiles

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Conversation Intelligence

Attribute

What is Conversation Intelligence?

Optimize

Qualify

Track

Monitor

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Conversation Intelligence...empowers you to listen to and report on keywords and phrases said during each phone call in a scalable and automated way. By

capturing these “signals” you can:

Invoca Signal gives you automated insight into every conversation

User-defined keywords can give you insight into every inbound call, like:

Sales messaging being used

Competitors mentioned

Remove from Call List

Special promos mentioned

Set appointments or sales

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Lead Quality

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Understanding common conversations, objections, challenges...and creating collateral against them.

ROI

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Understanding what’s converting.Understand the channels that are driving these sales.

Optimization

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Changing or updating your spend based off of the conversations and conversions.

Key Takeaways:● Enhanced caller profiles can give you demographic

data before and after the call is handled

● Conversation intelligence can tell you more than just whether or not a call converted

● Don’t just focus on “good” phone calls, use conversation intelligence to understand all calls

● Make changes to your strategy

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Q&A