I wanted to circle back to the call tracking issues in local. In my previous post, I wrote a great deal about where it doesn’t work. I also have wanted to cover where and how it does work. It made sense to me to ask someone in the industry to put it together so I asked Mark Sullivan, Director of Analytics, CallRail to write a guest post on the topic. Let me know what you think.
Mark Sullivan has directed online marketing at various companies since 2006. Most recently he worked at Yodle on the team in charge of local SEO performance for multi-location & franchise businesses. He left Yodle in 2013 to start growth consulting firm Vasolo, where he learned the effectiveness of using call tracking data to better drive business growth for his clients. In 2014 he joined the CallRail team, where he is the Director of Analytics. Mark spends most of his time educating SMBs and marketing agencies on how to better analyze marketing metrics to extract meaningful insights. Feel free to reach out to him on Twitter @mpsulli.
As our appetite for better business data increases, so do the tools we use to capture that data. Call tracking technology is no different. Adoption among local businesses across North America is increasing. Many local search products now come out of the box with some form of call tracking. Whether it’s a visibility package tailored for dentists or a one-size-fits-all SMB automation package, it’s becoming more common for marketers to quantify lead generation through inbound calls.
When it comes to using call tracking for local search, there are special considerations to keep in mind. Adopt a call tracking strategy that doesn’t account for NAP consistency and you’re setting yourself up for a lot of citation cleanup at best, and utter failure at worst. Many of us have heard the nightmare stories about some company that used call tracking and rankings completely tanked. Or possibly worse, we’ve heard the story of a business losing access to a call tracking number that was used to represent their business all over the web. It’s understandable to be wary of call tracking numbers and local search.
However, there is one foolproof way to get the benefits of call tracking without sabotaging your local visibility. This guide aims to show you how to get your call tracking cake and eat it, too.
So Why Care About Call Tracking for Local Search?
- Accountability – One of the toughest parts of what we do in local SEO is communicating clearly, concisely, and convincingly the answer to this question from our clients: “What have you done for me lately?” Often we’re left educating our clients on NAP consistency, the importance of unique content, citations, and the invaluable nature of reviews on IYP’s. Fortunately for us, our clients aren’t really interested in learning how to become local search marketers. What they want is more accountability from their local SEO investments in the form of lower funnel metrics that directly impact their bottom line.
With call tracking enabled we can get deeper into the customer funnel and become more accountable search marketers. As a business owner, if my $500 per month local SEO campaign shows me inbound call volume reports alongside the other metrics, I’m able to better account for the ROI of my investment. Add in call recordings that can be reviewed to determine the quality of phone leads coming in, and you’ve introduced a level of accountability that business owners are craving from their local SEO efforts.
- Better KPI’s – KPI’s are a fancy way to say “metrics that matter”. For many of us working in local SEO, the Key Performance Indicators we’ve focused on for years have been based on rankings and traffic. Relying solely on these metrics nowadays, with the advent of personalized search and the rising importance of IYP’s like Google+ Local & Yelp, means you’re likely missing conversions that your local SEO efforts should get credit for. After all, when someone does a search on Google for a cosmetic dentist and calls directly from the SERP without ever visiting any business website, that valuable phone call isn’t fully being accounted for in a rankings/traffic only performance report.
With a better KPI like call volume, we as local search marketers can get a better picture of how well our work is paying off. There’s some guidelines on how to best use this data to prove performance. Later in this guide, we’ll get more into how to slice up aggregate call data to best avoid counting existing customers.
- Advanced Features – Modern call tracking platforms include much more “under the hood” than just attribution (i.e. tying calls back to a campaign.) Most platforms come out of the box with advanced features like call recording, advanced call routing/handling, interactive voice response menus, and customizable dashboards. When we surveyed CallRail clients about how they get the most value out of call tracking, an overwhelming number of them talk about how call recordings have helped them identify training opportunities for people answering the phones. Others have pointed out that by implementing a 15 second greeting at the beginning of the call they were able to significantly reduce the amount of time employees spent on the phone answering repetitive questions.
As the Swiss army knife is versatile, so are modern call tracking platforms. Combined with built in integrations with Google Analytics, CRM platforms, and open API’s, the permutations of what you can do with your inbound phone calls are numerous.
The Main Concern: NAP Consistency Continue reading