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 info@calltrackingmetrics.com.

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 info@calltrackingmetrics.com.

Support hoursMonday-Thursday 7:30-7:30 ET

Friday 7:30-5:30 ET

Thank You