Chicago, IL – December 12, 2018 – DialogTech, the world leader in call attribution and conversation analytics for marketers, released a new study highlighting the impact consumer phone calls have on driving revenue for retailers on Black Friday and Cyber Monday.
“Although Black Friday and Cyber Monday are known for being big drivers of in-store and online sales, DialogTech’s call analytics data found that on both days, people are calling retailers more often and speaking longer,” said Kelley Schultz, Senior Director of Digital Research & Analytics at DialogTech. “As online shopping continues to rise, our data shows consumers still need personal and helpful experiences that only calls can provide. It’s critical for retailers to understand what marketing channels drive those calls and provide positive call experiences that lead to loyal customers.”
The study—which includes insights from examining millions of consumer calls to retailers tracked, routed and analyzed by the DialogTech platform—found that retailers saw an increase in call volume of 27% and 14% on Black Friday and Cyber Monday in 2018 compared to 2017.
Additional findings from the study include:
Many of the world’s largest brands use DialogTech’s call analytics platform to attribute calls driven by marketing, dynamically route callers to the best destination and analyze conversations at scale for marketing insights using AI and machine learning.
Retail marketers and agencies can learn how to take a data-driven approach to consumer calls by visiting the DialogTech website or downloading the new eBook, The Secret to Retail Marketing ROI: Inbound Calls.
DialogTech’s proprietary technology provides marketers with transparency into the voice of their consumers through AI-driven conversation insights. DialogTech’s analytics suite helps marketers identify key behaviors that lead to conversion events, deliver deeply personalized consumer experiences, and improve effectiveness across channels by linking every consumer activity, from click to conversion to loyalty. Consistently recognized as the leader and pioneer in call analytics, DialogTech is the trusted voice management platform for leading brands and agencies.