Voice-based marketing automation ( VBMA ) refers to software platforms designed for marketing, sales, and support departments to measure, manage, and automate their phone conversations. Marketing departments, sales teams, and support agencies use VBMA to start, manage, monitor, track, route, record, and report sales and support telephone conversations.
VBMA includes a variety of automation and analytic tools. It is used as a standalone solution and as a way to complement the functionality found in traditional marketing automation software.
Video Voice-based marketing automation
Comparison with marketing automation
Maps Voice-based marketing automation
Growth of voice-based marketing automation
Voice-based marketing automation platforms have emerged as an integrated solution in response to mobile cellular and mobile advertising growth. It is estimated that mobile search will generate 73 billion calls for businesses (up from 30 billion in 2013) and businesses place more value on phone calls as the primary source, as evidenced by the estimated $ 64.6 billion spent annually on advertising to generate phone calls. Advances in call analysis have been created to provide deeper business insights to measure and optimize incoming calls.
Function
The voice-based marketing automation software consists of the following core functions:
- Call tracking
- Allows marketers to bind re-incoming phone calls to specific marketing resources (ads, keyword searches, emails, QR codes, websites, guarantees, trade shows, or other sources) that get started.
- Hosted IVR (interactive voice response)
- Is a cloud-based technology that allows computers to interact with humans through the use of DTMF sound and tone input through the keypad. Inbound IVRs are used as auto-attendants to answer, qualify, and direct callers to the desired areas of the organization. They can also be used to process orders or provide basic information without involving direct carriers. IVR Outout is also used in voice broadcasting campaigns to conduct customer surveys, request and process orders, and more.
- Voice broadcasting
- Is a mass communication technique that broadcasts phone messages to hundreds or thousands of calls at a time. They are a means of automating appointment reminders, delivery confirmations, event promotions, re-orders, collection of accounts, phone surveys, and more. Voice broadcasts delivered through voice-based marketing automation can be audio recording, text-to-speech messages, or IVRs to handle recipient interactions. The system can also play a variety of messages if someone answers directly or if a call goes into voicemail.
- Call routing and forwarding
- Automatically forward incoming phone calls to specific locations, departments, agents, or groups of agents based on various criteria.
- Call screening
- Gives an option agent to accept or reject calls based on caller information.
- Call transcription
- Capture voice interaction by copying conversations, IVR responses, and voice messages.
- Call record
- Automatically captures calls or some calls as audio files.
- Agent agent
- Appears on the sales and agent support software screen and displays information about incoming calls, such as their names, phone numbers, marketing resources they contact, and CRM information.
- Manager Dashboard
- Appears on the computer screen of the sales manager or team support and allows them to monitor agency activity.
- Web form callback
- Start a call to a corporate agent when a visitor on their website submits their phone number in a web form. If an agent receives a call, the system invites the website visitor and connects the two in a conversation.
- SMS message
- Is a service where businesses can send text messages to their usage base to create and maintain leads, confirm appointments and deliveries, give notifications, and other functions.
- API Integration
- Is a protocol that is intended to be used as an interface by software components to communicate with each other.
- Software analysis
- Active software practitioners perform data and analytics exploration to get insightful and actionable information to accomplish various tasks.
How voice-based marketing automation is used
There are three types of groups that use voice-based marketing automation software:
- Marketers
- Use voice-based marketing automation to create, track, qualify, filter, route and report incoming calls. They also use the call recording component to review sales calls and support.
- Salesperson
- Use voice-based marketing automation to capture and respond to phone leads. They often set up a virtual call center to manage, route, and record incoming calls. The sales team also uses voice broadcasting and SMS messaging components to automate information communication and to process orders.
- Professional support
- Use voice-based marketing automation to provide phone-based customer service using a virtual call center to handle support calls. The software allows agents to work from any location and receive and transfer calls using any phone type. Supporting teams often use IVR technology components to answer incoming calls, provide answers to routine questions, conduct surveys, and route callers who need to talk to the person directly to the correct agent or agency group.
See also
- Generation of requests
- Lead score
- Call tracking
- Voice broadcasting
- Interactive voice response (IVR)
- SMS
References
External links
- NetworkSolutions.com, "How Voice-based Marketing Automation Can Help Your Small Business"
- BillionDollarPlayground.com, "Talking about it with Voice Based Marketing Automation"
- MarketingTechBlog, "Infographic: The Evolution of Marketing Automation"
Source of the article : Wikipedia
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