CallSource

CallSource

Performance Management for Sales and Marketing

Reputation Management

Online Reviews and Their Impact on Small Businesses’ Revenue

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Small businesses can no longer afford to ignore their online review presence.

We’ve said it before, and it’s still true: online reviews are the new word of mouth for new and old local businesses alike.

Online reviews are especially important for small businesses to get their name out there and acquire new customers.

Why are online reviews important for small businesses?

Increased business awareness

When you make sure you have a business listing across all relevant review sites, consumers see your business name out there. Whether consciously or subconsciously, consumers will remember your name associated with the type of business they are looking for, which will increase the relevance of your business in their minds.

Improve local SEO

With increased awareness also comes helping your business’s local search engine optimization efforts. When more people are writing relevant things about your business, they are helping attribute pertinent keywords associated with your company and its services.

For example, if someone writes “ABC Plumbing was great and really helped us with our toilet leak,” that will help if someone is searching “plumber toilet leak” into Google, causing them to possibly come across your business.

Having reviews on your Google My Business profile especially helps your SEO presence – companies with more review stars and a larger number of reviews will show up higher on the search results page in Google.

Higher sales and revenue

According to a report by Womply Research, businesses that claim their free listings on at least 4 review sites earn 58% more revenue, while businesses that don’t claim their listing on any review sites earn 24% less revenue than average. If this statistic alone isn’t enough to convince you to make sure your business claims all of its online review profiles, do you even care about your ROI?

But you cannot simply have review profile listings and hope that people will come and leave reviews. It is vital to keep asking customers for reviews and to earn new reviews on an ongoing basis. Womply also shows that businesses with no fresh reviews earn less than 20% on average, while businesses with 25 or more fresh reviews earn 108% more than average.

How responding to reviews impacts small businesses’ revenue

This definitely isn’t our first time promoting the importance of responding to your business’s online reviews, either. It isn’t only important for your online reputation but also helps your company earn more customers and ultimately achieve higher revenue.

Annual revenue by number of reviews responded to

Womply Research shows that people spend up to 49% more money at businesses that reply to reviews and that businesses that reply to more than 25% of their reviews earn 35% more revenue than average.

Their research also states that 75% of businesses don’t respond to any of their reviews – so you can really stand out by ensuring to reply to your reviews.

Don’t have time to respond to your reviews? Find out how we can do it for you with Respond, Now!

What to do with negative reviews

Although receiving a negative review may hurt your business’ ego and isn’t ideal, it isn’t always necessarily a bad thing to get some negative reviews. In fact, Womply’s study shows that businesses whose reviews are 15-20% negative earn 13% more in annual revenue than businesses whose are 5-10% negative, and businesses with a rating between 3.5 and 4.5 stars earn more revenue than any other rating.

Download our free step-by-step checklist on how to respond to negative reviews.

Start earning more by caring about your online review presence

Having an online review presence – and managing it – is no longer just a “nice to have,” it’s a necessity. CallSource is here to help you manage your business every step of the customer journey, including managing and replying to your online reviews.

With Respond, Now!, our real people will respond to your reviews for you, so you don’t have to worry that you are missing any important feedback about your business online.

Take charge of your online reputation

Get CS Reviews

I want to talk to someone about maximizing my online review presence.

4 Ways Your Call Handlers Are Ruining Your Dental Office’s Reputation

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Read on for phone tips for your front office staff to improve call to conversion rates to win new patients.

At your dental office, your front office staff is the first impression of your practice. Before someone even has a chance to meet their dentist, they speak with someone in the front office – most likely over the phone. This impression that new patients receive determines if they will choose your office, and also if they will be leaving a positive or negative review about your practice online. One bad experience can lead to a negative review – which you don’t want for your business’s reputation.

This is why ensuring that your front office staff is equipped with the right type of skills is very important for a successful practice. If potential patients don’t have a good experience with your office from the get-go, they may end up with a poor impression of your business before even having the chance to become a patient.

How are employees failing to ensure that your practice receives a stellar impression and good online reputation right from the beginning? Below are four ways that your front office employees are potentially ruining your dental office’s reputation.

Mistake #1: They aren’t answering the phone

When someone is deciding on a new dentist to go to, they will most likely call your office to learn more and set up an appointment. If there aren’t enough employees to answer phones, phone lines are too busy, or front office staff are busy doing other tasks that they sometimes miss phone calls, this is an issue.

Do you know if you are missing calls, and when the most calls are missed? Take a look at your call tracking data to determine when missed calls are happening, and make sure you are staffed efficiently during those time periods. Make sure that front office staff know that answering the phone is a top priority so that they do not let calls go to voicemail, potentially missing an opportunity to win over a new patient for the office.

Discover how call tracking can help your dental practice – in under 30 minutes a week!

Mistake #2: They aren’t building a relationship with patients

To get a caller to book an appointment with your office, they must feel like they will get good service and like the people who work there. This starts when they first speak to one of your front office staff.

If employees aren’t working to build relationships on the phone and have real conversations with callers that aren’t feeling rushed or with a poor tone, they aren’t making callers want to choose your practice for their dental needs.

Building rapport leads to a good relationship and earns trust from your callers. When people feel comfortable and welcome, they will want to do business with you and keep coming back.

The same also goes for in-person experiences. Warm, inviting, friendly front office staff ensures that your patients feel comfortable and happy with their experience at your office. Make sure employees are taking the time to give a personalized experience to everyone who walks through your door.

Mistake #3: They aren’t presenting enough value about your office

When a potential patient has questions about your dental office or isn’t sure if they want to choose you to make an appointment with, they can be convinced that your practice is the best choice when value is presented effectively.

If employees feel rushed or aren’t including enough details about why patients should choose your practice over another’s and presenting that information to callers, then they could easily choose another local office over yours.

Make sure your phone handlers are using value statements to let callers know what sets your office apart from others in the area, and provide this information to callers so that they choose you.

Download our free 10-Point Call Handler Audit to ensure your front office staff are having successful phone calls.

Mistake #4: They aren’t overcoming objections

Callers could have many objections that prohibit them from stepping foot into your office. Wanting to know exact pricing for a procedure, having a difficult time scheduling, amongst other various reasons are potential objections that callers may be having on the phone.

Even if staff cannot fully handle or accommodate some of these objections, they can skillfully overcome them. For example, by explaining value about your practice first, and if they can successfully explain a procedure or the reasoning that the patient would come into the office and be seen for more specific pricing, they can ensure that they get those potential patients into the office and leave them with a good impression.

Don’t let your front office staff ruin your reputation

To get new patients and earn a positive online reputation, your front office staff must provide a great experience, sometimes even before someone becomes a patient of your dental office.

If you need extra help for your front office staff to improve their phone skills, CallSource can help with our custom call scorecards and call coaching programs.

Improve your call handlers appointment setting techniques.

Get employee Report Cards and Call Coaching

I want to talk to learn more about improving my
call handlers’ phone skills

Does Your Hearing Practice Respond to Online Reviews?

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As an industry that helps people in a very personal way, hearing offices should aim to be personable in every aspect of their brand. This includes putting a real voice to the brand name online – whether that be on the website or by responding to online reviews.

While it is true that the majority of hearing aid wearers are in older generations, that does not mean that they aren’t looking on the internet or paying attention to office’s online reviews for their needs. In fact, it is well-known in the industry that it is usually a child (or another family member) looking for their parent when it comes to getting their hearing checked.

Despite varying patient ages, prospective patients are using the internet and reading reviews of your hearing office. How can you make sure that they receive a great impression from your office and choose you as the one to fit their needs? You need to gain online reviews and respond to those reviews.

Show patients you care

By interacting with your past patients online in a public way, people that are researching the best hearing office to go to will see that your office takes their business one step further and truly cares about everyone’s experience.

78% of consumers believe a business cares more about them when they see management respond to reviews.1 Don’t you want to show that you care about your patients?

Give negative reviews extra attention

Look up the reviews for your hearing office and those in your area – do any have less-than-positive reviews? If they do and you don’t see that any management addressed those patients’ concerns, how does that make the business look? Probably pretty bad.

Data shows that 4 in 5 consumers reverse their purchase decisions based on negative reviews – don’t let that reverse decision be about coming into your office.2

Stay in charge of your online reputation

By asking patients to write reviews, and replying to your online reviews, you are keeping your online reputation in your own hands by proactively ensuring that the great work your office does shines through, and righting any wrongs from patients who maybe felt that they didn’t get the experience they expected.

It takes those with hearing loss long enough to decide to do something about it – make sure to showcase that your hearing office will put them in the best hands to help.

Learn more about keeping track of your online reviews, and how to have real people respond on your behalf when the number of reviews you are receiving gets too overwhelming to handle.

Stand out in your industry and your area – focus on your online reputation and be able to help more patients than ever!

Subscribe to our blog for more insights to help your practice improve and succeed.

 

References:
1. https://moderncomment.com/customer-feedback-stats
2. https://www.reviewtrackers.com/online-review-monitoring/

Make Sure to Respond to Your Online Reviews with Respond, Now!

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We’ll respond to your reviews for you, so you can focus on other things.

Businesses have learned the importance of having an online review presence, and acquiring reviews for their business. But are you aware of the importance of responding to your reviews?

78% of consumers believe a business cares more about them when they see management respond to reviews.1 Are you not only gaining reviews, but replying to your reviewers as well?

Whether you aren’t sure how exactly you should respond to your reviews, or simply don’t have the time to respond to the influx of reviews you receive, now there’s no more excuses to not have responses for your reviews with CallSource’s Respond, Now!

Respond, Now! is an auto-response program through CS reviews where real people will respond to your reviews within 24 hours for you.

Increase your local SEO

Responding to reviews improves your Google Local Pack rating. The more reviews you have and the higher your page location, the more likely your potential customer is going to choose you.

Know What Your Customers Are Saying

Reviews are a great way to monitor your brand reputation. Responding to reviews is an easy way to let your potential customers get to know and trust your business. Responding means you care about what customers are saying.

Respond to Online Reviews

There is zero process-change for implementing Respond, Now! With quick and easy setup, you can get custom responses to each review by a real person. We work with any review requesting service, and will alert you if you receive a negative review that needs further investigation and personally reach out if necessary.

Respond, Now!

No more excuses – let us respond to your reviews for you. Get started by scheduling time to speak to a specialist today.

 

Reference: 1. https://moderncomment.com/customer-feedback-stats

5 Reputation Management Tips for Local Businesses

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Local business owners need a sterling reputation just as much as any service or product with a household name. The perceived quality of your business is equally as important as the quality of your services. Unfortunately, plenty of professionals focus so much on their work, which makes it easy to lose sight of the importance of reputation management. If you are a small business owner, you understand how word of mouth and earned media can be extremely powerful tools. Let’s learn about some more useful tips that are sure to improve reputation management.

Encourage Satisfied Clients to Spread the Word

We must first assume that you are creating a product or providing a service that is quality, in demand, and valuable to a select group of people. If you are focusing on reputation management without positive feedback, then the first step is to reevaluate the core of your business. If a client or customer seems grateful about what you are providing them, though, then it’s critical to set up a system that takes the extra step of asking him or her to spread the word about your small business. Business growth expert, Kevin Kelly famously claims that it only takes 1000 true fans for your enterprise to really take off, and far less than that to make a local impact. Encourage your happiest clients to post positive reviews to the internet and recommend your services to others. This way, your work will invest itself and pay off through natural referrals, word of mouth, and exemplary reviews posted to the numerous online review directories.

Email Marketing can Boost Your Reputation

Letting happy customers fall through the cracks has the same impact as losing a sale. The easiest way to touch base with these clients is by way of email marketing, so be sure you are setting up a way to collect emails, first and foremost. Send your clients information about new releases, discounts, exclusive offers, and other pertinent information that doesn’t make them click that unsubscribe button. As long as individuals on your email list have benefited from your service, they are likely to engage with your emails. Stay at the forefront of your clients’ minds with useful email marketing tactics and they will be that much more likely to recommend your services to those in their family, social and professional circles. After all, if your customer is pleased with what you have to offer, there’s a good chance people in their network will too.

Develop a Personality

Managing your reputation will prove that much easier if your business has a steadfast personality and a charismatic brand — especially if you operate with local markets in mind. If your business does not have a recognizable slogan, logo or spokesperson, then it’s time to establish an identity. Focus on yourself or a company founder and add a face to the business. This will create a personable, approachable experience and makes makes your business that much more appealing to prospective customers. Establish a personality and clients will be much more willing to pay for your services.

Use Social Media to Your Advantage

Social media is a powerful tool for reputation management. Take a moment to view your social media pages from the perspective of a prospective client. However, if you do not have much content posted or if you have few followers, little client engagement or any other red flags, social media can be a disadvantage. Take the time necessary to post naturally-looking status updates, respond to inquiries/questions, add links to your blog posts and so on. The more this content feels like it’s coming from a real person, the better. There are certain times to let your marketing show, and social media is rarely one of them. These subtleties might not seem like a big deal, but they matter a great deal to those who scroll through news feeds with regularity. Remember that you have about 1-2 seconds to make an impression with your posts. If you are short on time or not digitally savvy, have an intern or another employee manage your social media pages. This way, when people check out your internet footprint, they will see you are active, informative, and helpful online.

Address Negative Reviews in a Proactive Manner

When you find negative reviews of your local business (it is not a matter of “if”) posted on the web, it can be easy to feel discouraged. Remember to proactively address these critiques with a level-headed and neutral approach. Reach out to those who posted the negative reviews and ask what you can do to change their experience. In some cases, it makes sense to offer a coupon, discount, or freebie to customers who are unhappy. Acquiesce these critical clients and they will likely stop speaking negatively about your business on and offline. Fuel their fire, though, and they will diminish your earned media potential. In some cases, it may even require a phone call to clear the air and make a meaningful impact.

Win the Battle of Perception

Every local business owner should recognize the fact that perception matters just as much as the core practices of your business. Perception drives the stock market and influences world leaders — it is a very powerful tool. Make a concerted effort to boost your company’s reputation within the local community with the tips detailed above and you will accrue countless opportunities for growth. Remember that every big company once started out small. Continue to win the battle of perception and your bottom line will share the spoils.

Corey Tyner is the owner of Phoenix Fast Sell Home Buyers. He is one of the top real estate investors in Arizona with over a decade of local business experience. His work has been featured on Bigger Pockets, Real Estate Agent Magazine, and several other real estate investor publications.

Why Your Dealership Needs CallSource

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CallSource works closely with many automotive dealerships, and while we know how we can help your dealership improve your marketing, phone skills, and more – ultimately attaining more leads and getting more sales, maybe you need to know better how we can help you. Read on to learn why your dealership needs CallSource.

The Cost of Not Measuring Marketing Attribution

Do you know how much each call is costing your dealership?

Without accurately attributing your online and offline marketing sources, you can’t make data-driven decisions for your dealership.

It’s time to start attributing your phone calls from these advertising sources, especially since phone calls are the second-most-common form of consumer’ initial contact with a dealership.2

Measuring attribution means staying in front of competitors. It’s time to start gathering real attribution with reliable analytics.

How are you tracking attribution and success
from these advertising sources?

Dealerships spent almost $10 Billion in advertising in 2018, with Internet, TV, Radio, Newspaper, and Direct Mail coming in as the highest advertising expenses.1

“Knowing what influences a shopper to contact the dealership, regardless of method, can help dealers determine the value of their advertising and understand where to most successfully invest marketing dollars.”1

The Power of the Phone

One out of four consumers will call dealers as their initial point of contact with the dealership; this method of communication comes in second only to walk-ins.1

What does this mean for your dealership?

You can’t ignore the phone.

Your Dealership’s Experience

Customer service starts with recording your phone calls to ensure a great phone experience that gets leads coming in the door through effective advertising. Call tracking measures what’s driving calls, so your sales team can move more cars.

By not paying attention to the customer’s phone experience, you’ve lost that sale to your competitor before your team has a fighting chance to win the sales.

16% of buyers note that they did not purchase from the first dealership visited because of a poor sales experience.1 Don’t let this happen at your dealership.

Do You Know Your Customers’ Phone Experience?

Do you know what your customers’ phone experience with your dealership is like? Call tracking will show you how many verified leads that call your dealership result in:

  • Connected Calls
  • Hang Ups
  • Voicemail
  • Wrong Department

With inbound and outbound call tracking, you will never guess at call outcomes again.

Dynamic Number Insertion (DNI)

With DNI, you can track the entire customer journey online to offline with dynamic numbers that isolate specific customers and what they searched to bring them to your dealership. Every ad source that requires code, like your website, needs dynamic number insertion.

DNI uses a pool of toll-free numbers in the background. The volume of numbers provided is based on your website volume to ensure that each user or source gets assigned its own specific number to be tracked from digital to offline conversion. Some number pools (like ours) are managed automatically, so you do not need to know ahead of time how many visitors you are expecting.

Most other solutions require you to provision the exact amount of numbers in your pool ahead of time. A phone number from the pool will display after being dynamically switched based on the user or source. This ensures that each user or source gets its own unique number.

Text-Enabled Numbers

Calling isn’t the only way consumers will use the phone to contact your dealership. When 97% of Americans text at least once a day, you know that consumers will text your phone number instead of calling.4

With one-click engagement, CallSource’s text-enabled numbers are fast, accessible, and multi-functional to ensure that you’ll never miss a lead.

If you aren’t using text-enabled numbers, you aren’t responding to all of your leads. The customer is left hanging and thinks they are being ignored. This means your potential customer is going to someone who will respond.

Reliability

No other system is more reliable.

CallSource uses humans, not robots, to score calls with 95% accuracy. Our competitions’ AI software accuracy rates can’t even come close to that, as it’s reported that speech and voice-to-text analyses only reach an accuracy of 77%.5

With our 99.999% uptime, you won’t miss a single sales opportunity due to a missed call.

CallShield

Make sure the calls you’re getting are worth your time.

The number of fake calls blocked through CallShield has been as high as 5 to 6 million, or 35%, of fraudulent phone calls being blocked during times of nationwide spam call increases.

Don’t let spam calls take over your dealership’s phone lines. Shield your phone system with CallShield.

Our proprietary IVR solution was built to block spam calls, so your employees aren’t wasting time answering fake and spam calls.

CRM Integrations

CallSource integrates with the top Automotive CRMs – so you can see what’s going on without logging into too many places.

CallSource seamlessly integrates with:

Don’t see your CRM on the list? Ask us about how we can integrate with your system. Chances are we can.

Chat Integrations

CallSource has partnered with almost all the major chat providers so you can see your chat conversations in our EveryLead Dashboard.

We also work with chat providers who have co-managed chat services, providing them with text-enabled numbers so you won’t lose out on any type of communication.

CallSource integrates with the following chat providers:

Missed Opportunities

Only about 20% of potential sales calls are converted to an appointment, according to a recent automotive study by CallSource.3

What is happening to the other 80% of leads? They are going to your competitor.

Missed a chance to get a lead to come into your dealership? We’ll let you know within 2 hours – usually as quickly as 30 minutes or less.

The other guys can take 10 hours or more to alert you – long enough so that missed opportunity has already gone to your competition.

3-screen-computer-alertsStop guessing at call outcomes. DealSaver alerts allow you the chance to recapture that lost lead and turn them into a fan of your dealership.

DealSaver will send you alerts when:

  • Disconnected: Sales calls disconnected in progress
  • Transfer: All Sales calls transferred to voicemail, where the caller leaves message or hangs up
  • Not Available: If the vehicle is not available and the rep does not suggest an alternative vehicle
  • Purchasing: Caller asks about buying/leasing car and is disconnected in progress
  • No Attempt: If no attempt is made to secure an appointment

CallSource analysts (real, trained, qualified people, not software, and not crowdsourced) listen to the entire call and alert management when an inbound opportunity wasn’t closed.

Calculate Your Loss

If an opportunity is worth $2,200, you lose $17,600 for every 10 calls you don’t convert.

But don’t believe vendors that promise you a 96% conversion rate – because converting every caller just isn’t possible. But there’s always room for improvement – we can help you with that.

Converting calls to appointments means you aren’t giving competition to your business.

Book more calls and recapture lost leads with DealSaver alerts.

Employee Performance

The battle of competition isn’t a game.

Missed a chance to get a lead to come into your dealership? Get your employees up-to-speed on best phone practices so they can start booking more appointments and getting more customers through your doors.

TPA - Four Core Principles

CallSource’s criterion for call-handler performance is based on over 25 years of analyzing and scoring phone calls. Call handlers are scored using a special scorecard developed by CallSource and honed over the years, called our Core Four Principles of a Phone Call.

The CallSource Difference

Attribution and closing deals isn’t a game.

Having tracked over 1 billion phone calls, CallSource is the industry expert in all things call performance. We have developed our products based on our clients’ feedback, wants, and needs.

Accuracy
Accurate and timely alerts

CallSource summarizes and contextualizes your data to help you make more informed decisions

Uptime
Reliability

Redundant servers with 99.999% uptime won’t leave you in the dark

Insights
Call processing and integration

Cut through the clutter and take control of your opportunities

EveryLead
CallSource’s premium automotive platform

Track your customer’s journey cross-channel and cross-domain while attributing every text, chat, and web form in real-time.

Support
Dedicated team

Our team has an average tenure of 10 years, delivering the expertise, training, and support you need.

Your Team

CallSource is much more than just a Saas call tracking company. With human-analyzed lead scoring, appointment confirmation, and employee performance overviews, as well as real call coaches and a reputation management system that responds to reviews for you, CallSource aims to help our clients improve in all aspects of their business.

Customer Service

Customer service is the number-one priority for CallSource, and every client receives a designated team of CallSource representatives. Your CallSource team will have an introductory call with you within days of signing up to guide you through any setup and walk you through our easy-to-use reporting platform.

Our continuing advisory services make sure you are not just getting data delivered to you, but that you know how to use this data and set goals.

Data-Driven Reporting

With customized and group reporting available, you can get your analytics the way you want them.

Reports aren’t helpful if you can’t use them. We make sure to deliver your data in the way that works best for your account, no matter how large or small.

Who We Do Business With

53 of the top 150 Dealer Groups partner with CallSource. Are you ready to partner with us too?

Contact us today and get started on your path to dealership improvement.