TOWN HALL
How CallTrackingMetrics is Helping Customers Respond
to COVID-19
MARCH 31 | 3:00 PM ET
Introduction
Resources
How CTM Uses CTM Remotely: Sales
How CTM Uses CTM Remotely: Support
Managing Marketing Strategy
Client Stories
Town Hall Q&A
Today’s Agenda
Meet the Presenters
TODD FISHERCEO, Co-founder
LAURE FISHERCOO, Co-founder
JASON SMITHSales Engineer
JEREMY WINGATEDirector, Customer Success
MATT HORSTMANNSr Customer Support Engineer
LISA SALVATORESr Paid Media Strategist
KIM JASOContent Marketing Manager
This is scary stuffWe will all do what it takes to get through this. The best companies will be those that treat their customers and employees with generosity and kindness during this time.
Treat this like a dress rehearsal Businesses are thinking about this pandemic as preparation for expected future volatility. The things we do today will prepare us.
Costs matter, but not as much as relevance Winning businesses will get ahead of this and adjust their approach to reflect that their customers will now have higher bars for what is essential.
● Value Prop is key● Communicate carefully ● New sense of urgency
The best ideas we are hearing from our customers
THE “NEW NORMAL”
calltrackingmetrics.com/covid-19Visit our new webpage to discover our best practices for maintaining communications and engagement while telecommuting.
Video TutorialQuick tips and tricks for softphone usage
Downloadable Remote Work ChecklistShare with your team for easy reference
Support TeamWe’re available via live chat, phone (800-577-1872), or email at [email protected].
RESOURCES
→
Resources
How CTM Uses CTM: Power Your Remote Sales Team
JASON SMITHSales Engineer
Empathy
● Focused on existing funnel, companies, and clients that were being worked and new inbound prospects.
● The tone and cadence is considerate of the current climate.
Outreach
● Focusing on verticals/industries that might be active and in need of our services—our solution has been a critical component for ensuring business continuity for many existing customers.
● We’ve also seen some new signups and have been able to rapidly deploy viable telework solutions.
Lost Opportunities
● Re-engaging with prospects that were on the fence in the past or couldn’t justify the contact center features.
● Engaging with cancelling customers and making sure we understand the reasons people are closing their accounts.
REMOTE SALES
Sales Activities During Crises
Monitoring ActivitiesActively monitor teams productivity through call log & real time agents dashboard. Gain visibility on agent status and availability.
Live Listen Listen to your customers conversations in real time and actively coach your team through calls with our barge feature.
AutoDialerUpload a segment of your clients and have your team make outbound calls to reachout with information, webinar events, or offers.
Keyword SpottingGain deeper visibility into conversations and immediately respond.
REMOTE SALES
CTM Tools
Adjust Call Routing SettingsRoute calls to cell phones instead of office DIDs
Use Remote-Friendly Call QueuesUpload users and create queues to route calls to the right teams
Call, Text, and Chat with our SoftphoneTeams can be connected across all channels to handle customer communications
Auto Dialer and Bulk TextingAmplify sales outreach internally and externally
44%5 year growth of remote work in the U.S. (Pre-COVID-19)Source: FlexJobs.com
How CTM Uses CTM: Power Your Remote Support Team
MATT HORSTMANNSr. Customer Support Engineer
Internet ConnectionQuality of Service (QoS), Data Limits, Internal Network Adjustments
Twilio Network Testnetworktest.twilio.com
First Connection From a New DeviceMicrophone Permission, Test Call, Audio Device Adjustments
CommunicationCTM Internal Chat, Custom Agent Status
REMOTE SUPPORT
Tips and Tricks
Twilio Network Testnetworktest.twilio.com
Microphone Permission Audio Devices
Internal Chat Tab Custom Status
Incorrect BrowserWe are optimized for Google Chrome
Toggling Agent Availability (softphone and external lines)Target Icon vs Stop Accepting Calls
REMOTE SUPPORT
Top Support Inquiries
Target Icon Softphone Stop Accepting
Managing Marketing Strategy:Trends We’ve Seen in PPC
LISA SALVATORESr. Paid Media Manager
The impact on your industry & reducing risk
614%Increase in search interest for telecommuting in MarchSource: Google Trends
Monitor and adjust daily
Use dashboards to identify performance shifts
Google Ads tools & reports: Keyword Planner, Auction Insights, Search Terms
Location Bid Adjustments, Update Shopping Ads, Update Business Hours
Monitor desktop and mobile traffic and adjust device bids
Know your goals and tolerance for risk & adjust smart bid strategy targets
MARKETING STRAT
Be nimble and adapt
Ad messaging, context, and tone
Social distancing in ad images
Be sensitive and empathetic, and use words and phrases carefully
If your message can help customers, let them know
Do not try to capitalize on the situation
MARKETING STRAT
Be nimble and adapt
New ad formats and channels
Beyond the SERP - enable search partners, display, video, gmail
Streaming is surging - audio and connected tv ads
Native ads to promote content
Set pipeline for the future
Fill top of funnel during consideration phase and build for retargeting
Maintain SEO
MARKETING STRAT
Be nimble and adapt
Stay up to date on market
conditions and industry trends
(CTM blog, Google trends,
industry sites, and more).
Keep Current
Client Stories:What Are Other CTM Users Doing?
JEREMY WINGATEDirector of Customer Success
CallTrackingMetrics customers are from all walks of life, but WE ARE ALL experiencing the uncertainty of COVID-19.
CLIENT STORIES
Coalmarch
Centralized Hub for COVID-19 ResourcesHelping customers and prospects with managing staff, marketing, sales, people management, and financials.
Heavy Focus on Customers
● Outreach and Updates are multi-channel (website, blog, email, social)
● Reminders of how to contact Coalmarch, where to go for help, how to manage remote staff
● Weekly Webinar series called “COVID-Proof Your Business”
Keep positive
Forward focus - have fun!
CLIENT STORIES
Coalmarch
“CallTrackingMetrics is the reason we are able to conduct business as usual, even remotely.” – Marc Segel, CEO of LDR Site Services
Internally speaking
● All staff moved remote until further notice● Conversations mostly in Google Hangouts video and chat
Customer conversations
● External conversations have all moved to Zoom
Offering softphone to customers to help
● Helping customers when going remote● Additional revenue channel
CLIENT STORIES
ROI Revolution
Live Q&A
We’re here for you.
How can we help you navigate your new normal?
calltrackingmetrics.com/covid-19/Visit our new webpage to discover our best practices for maintaining communications and engagement while telecommuting.
Get in touchOur team is available via live chat, phone (800-577-1872), and email at [email protected].
Support hoursMonday-Thursday 7:30-7:30 ET
Friday 7:30-5:30 ET
Thank You