One moment a customer can be browsing a particular insurance plan offering on your site, and the next they’re dialling your contact centre to make a purchase. If customers can’t find what they’re looking for, need further information, have a unique requirement, or wish to express their request vocally then their journey usually results in a phone call.
Customer journeys can randomly leap between the online and offline realm. This journey fluctuation can sometimes baffle marketers trying to accurately attribute which touch-point lead to a conversion. Failing to link together this journey means you risk wasting vast portions of your marketing budget.
If driving efficiencies in your contact centre is a goal, and you’d like to improve results from marketing without spiralling costs, then we need to talk. Start a conversation with us today to discuss how Infinity’s call intelligence solutions can help.