The results of the explosive growth of mobile phones can be seen in almost every aspect of business. Smartphones have helped to reestablish phone calls as the most effective channel for generating leads and revenue. The rise of mobile sets up an enormous opportunity for marketers, and the best way to take advantage of it is by having a voice automation solution to help you capture and optimize all of your phone based interactions. Here are 12 powerful stats that establish mobile’s astounding impact on phone calls.
Mobile Search is Driving More Calls for Your Business
The tremendous amount of phone calls generated by mobile searches makes it absolutely vital to be able to analyze and understand the source of each call, as well as route those calls correctly. Mobile has shifted the entire advertising landscape, and for the first time, local mobile searches (85.9 billion) are projected to exceed desktop searches (84 billion) in 2015 (eMarketer). The shift towards mobile search over desktop means more phone calls, and here’s why:
- Of mobile searches, 40% occur on tablets and 60% on smartphones (Icebreaker Consulting)
- 73% of mobile searches trigger follow-up actions (SearchEngineLand)
- Google conducts 30 million click-to-calls each month (SmallBizTrends)
- Mobile searchers are 39% more likely to call after searching for information related to a buying decision (Google Creating Moments That Matter)
- 81% of conversions (defined as store visits, calls, or purchases) triggered by mobile search occur within five hours (Google Creating Moments That Matter)
- Call extensions have typically increased click-through rates by 6-8% (Google)
- When people use mobile search to help make a decision they are 39% more likely to call a business (Google Creating Moments That Matter)
Knowing where your calls are coming from is crucial for those with a mobile marketing plan. Without knowing what sources are actually driving your calls, you have no way to optimize your inbound lead flow. Mobile growth is showing no signs of slowing down, and neither should your mobile marketing. The best way to make sure you are only investing in mobile sources that drive calls to your business is with call tracking software. Call tracking allows you to track every phone call back to specific ads, keyword searches, web pages, and any other online or offline source.
Online Shoppers Want Your Help
Easy access to support really makes customers happy. Those who don’t get outstanding support are much more likely to abandon their purchase. Mobile shopping makes excellent customer service via the phone more valuable than ever.
- 535 million consumers worldwide will make a purchase this year on a mobile device (Goldman Sachs)
- 83% of consumers require some degree of customer support while making an online purchase (eConsultancy)
- Customers are increasingly frustrated with the level of service they experience: 91% because they have to contact a company multiple times for the same reason, 90% by being put on hold for a long time, and 89% by having to repeat their issue to multiple representatives (Accenture Global Consumer Pulse Survey)
- Consumers prefer to receive assistance via the following channels: Phone (61%), email (60%), Live Chat (57%), online knowledge base (51%), click-to-call support automation (3%) (eConsultancy)
- 45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly (Forrester)
Customers want to talk to you. Providing an easy-to-find phone number that goes directly to your customer service team is one of the easiest ways to please them. With so much shopping happening on mobile phones, calling for support is now easier than ever. And better yet, these shoppers want to talk to you on the phone more than any other channel! That’s why so many businesses are using virtual call center software to connect these callers with their agents. Virtual call centers allow you to route calls to any rep, anywhere they are. There is no hardware or software, and the flexibility offers unparalleled customer support options.
Don’t miss out on the incredible amount of revenue that can be driven through mobile search and mobile shopping. By enabling your company to provide outstanding support, you keep your customers coming back time and again. Interested in learning more about optimizing your company’s mobile marketing efforts? Check out our eBook, the Marketer’s Guide to Call Tracking for Local Search.
