Omni-channel is viewing the experience through the eyes of your customer, orchestrating the experience across all channels so that it is seamless, integrated, and consistent.

The Rise of the Omni-Channel Marketer

- John Bowden SVP of Customer Care

Leading MarketersLeaders proactively influencing the customer experience across channels and using marketing technologies.

All OthersTrail the leaders in either adoption of technology or influence of the customer experience, or both.

These are the stakes.

Omni-channel leaders outperform all others.

SOURCE: 2013 IBM Global State of Marketing Report

This is the battlefield.

Mobile is not a channel. It’s the new home for omni-channel marketing.

SEARCH

Mobile searchhas overtakendesktop searchin 2015EMAIL

65% of emails are opened on mobiledevices

DISPLAY

Mobile spend growingat 3x vs. desktop display

SOCIAL

100% ofFacebook’srevenue growthis frommobile

$Billions

Desktop Marketing SpendMobile Marketing Spend

Source: eMarketer

So…we done here?

email

display

search

social

When it matters, nothing beats a real, human conversation.

Our most important interactions happen in conversation.

75%CALL

EMAIL

SMS

SOCIAL

Winning the Lottery

Getting Engaged Announcing Pregnancy

Fired from Job Big Personal Fight Hired for Job

68%CALL

60%CALL

55%CALL

68%CALL

55%CALL

SOURCE: 2015 Invoca survey of 2000+ consumers

The conversation is also our most important business interaction.

61%

of searchers state that a call is the most important step in the customer journey.

Why do you prefer to call a

business?

HAD A CONVERSATION

FILLED OUT A FORM

24%

65%

HAD A CONVERSATION

ENGAGED ON SOCIAL

22%

66%

BROWSE with clicks.

BUY with calls.

20-30%

1-2%Average conversion % for a digital

lead

Average conversion % for a phone

lead

Calls to businesses will double, to 162 billion, by 2019.

70%of mobile searchershave clicked to calla business basedon search results.

Source: eMarketer, BIA Kelsey

Mobile Calls to BusinessesMobile Marketing Spend

Billions

Customer:

Campaign:

ROI:Next Step:

Is your technology really omni-channel?

CALL

SEARCH

EMAIL

SOCIAL

WEBSITE

DISPLAY Unknow

nUnknownUnknownUnknown

There is no “omni-channel” without the conversation.

Invoca puts the conversation into your marketing.

Real-Time Automation

Omni-Channel Integration

Call & Conversation Analytics

Complete the omni-channel journey with analytics and automation for phone calls.

WebConversations

VS

Form Response Rate Lift -14.34%

Call Response Rate Lift 37.89%

A B

~70% call response rate improvement within two months

FinancialConversations

75% of our business is looking for a conversation

2x more calls vs. form fills for mortgage leads

1/3rd of mortgage calls coming from Google Click to Call

Getting the right call to the right team:

Increased efficiency by 60% with same staffing levels.

Join the conversation.

EmailConversations

EMAIL

PAIDSEARC

H

ORGANIC

SEARCH

Ad

WEBDIREC

T

38%

Calls by Source

EMAIL

PAIDSEARC

H

ORGANIC

SEARCH

Ad

WEBDIREC

T

Revenue by Source

CALLS

CALLS

Brand A

Brand B

Call Converted?

Appointment Created?

YES

NOLoss Reason?

Keary PhillipsDirectorDigital Marketing

Driving 1,000,000 calls/year,converting at 3x the rate of digital leads.

AGENT LOCATOR

AGENTS

1AUTO

2HOM

E

3OTHE

R

Driving 1,000,000 calls/year,converting at 3x the rate of digital leads.