Hello all,

I am aiming for more reliable and efficeint conversion rates for our business. Our customers hear about us through online and offline advertising. For customers who visit the site and decide to call us instead of filling in the online form - are these considered online conversions? and if yes - how can I work out a simple system within my team to track where our customers are coming from?

Asking our customers who phone us how did they hear about us - can be sometimes difficult when the customer calling rate is very high.

How do you work out your online conversion rates?

Thanks,
Tala

Dear Neil,

I found this point very interesting - something certainly worth trying.

thank you,
Tala
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On 14:33:45 10 August 2005 NeilMason wrote:
Depending on what kind of analytics tool you have you may be able to put in some form of tracking on where people came from. In one project I worked on with a client, we were able to generate a different contact centre number on the site depending on where the visitor had orginated from. This was used specifically for campaign tracking purposes.

Regards

Neil

Tala,

A more low tech approach I used many moons ago in an offline medium where we couldn't generate multiple telephone numbers was to givecallers  a specific extension number that reflected the medium and message. The operators told the caller that they were through to that extension and noted the number. Not perfect but better than nothing!

Once you’ve got that then you can link online traffic and conversions with the offline conversion to see the bigger picture. This then leads to lifetime value analysis so you can weight promotional spend towards the most profitable.

Colin Cooper

Hi Tala,

I agree totally with the other answers and solutions already posted, in particular unique or dynamic numbers. But if business size of infrastructure prevents this then here's three alternatives.

1) Call Back - rather than provide a number for the prospect to call you offer to call them and use a simple web form to capture their data and preffered call back time.
2) Give them your central number or switchbaord with a campaign code or name to ask for when calling in.
3) Use the 'where did you hear/see about us question' as part of the call script to ascertain if they are from the web, print, radio etc.

Good luck.

Tony C

On 13:10:21 10 August 2005 BCA2005 wrote:

Hello all,

I am aiming for more reliable and efficeint conversion rates for our business. Our customers hear about us thrHough online and offline advertising. For customers who visit the site and decide to call us instead of filling in the online form - are these considered online conversions? and if yes - how can I work out a simple system within my team to track where our customers are coming from?

Asking our customers who phone us how did they hear about us - can be sometimes difficult when the customer calling rate is very high.

How do you work out your online conversion rates?

Thanks,
Tala