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It’s no surprise that most consumers report calling a business when making a high-stakes purchase decision like getting a new roof on their house, finding a dentist, or buying a car. It’s their first opportunity to see what kind of service you provide and your only chance to make a great first impression.
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68%
of consumers will call before making a high-stakes purchase
Source: Invoca
They Expect Amazing Service—And They’ll Pay More to Get It.
While roofing and root canals are painful, consumers expect that the experience they receive is downright pleasant. Most consumers say that they will pay more for great service, which is awesome if you can provide it. If you can’t wow them, don’t expect them to be customers for long.
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35%
of callers who speak with a live person are leads
33%
of those phone leads convert
Phone Calls Convert More Customers
Phone calls convert customers at a 3x higher rate than online, so it’s critical that you get the experience right. It also means that connecting the data from phone calls to the rest of the omnichannel journey is critical to your success.
63%
will pay more for great service
76%
will stop doing business with you after just one bad experience
The Phone
is the #1 preferred channel when consumers need help with a high-stakes purchace
When people shop their local businesses, they expect a special relationship, not just a transaction. From dentists and doctors to insurance agents and contractors, people aren’t just looking for a fling—they want a long-term relationship with someone they can count on. Someone who knows their name, knows what they need, and shows that they care. These high-stakes, potentially life-changing purchase decisions require a higher level of personal service and trust than your typical retail transaction. Because these businesses are often franchises or multi-location businesses managed by a central corporate entity, it also poses some unique challenges for marketing and customer experience leaders who are ultimately responsible for acquiring and retaining customers across hundreds or even thousands of locations. Since most consumers will call to make an appointment, get a quote, or get more information before they do business with you, it can create a data dead zone between the online journey and when they ultimately become a customer (or not) and multi-location businesses that ignore this channel do so at their own peril. In this guide, we will walk you through how you can use conversation intelligence to improve your return on ad spend, drive more leads, and provide exceptional and consistent call experiences that drive more conversions at every business location.
Calls Pose a Challenge for Multi-Location Businesses
is the #1 preferred channel when consumers need help with a high-stakes purchase
LEARN MORE
Introduction
Attribute and Measure the Value of Calls
Section 1
Reduce Wasted Ad Spend
Section 2
Train Staff to Ace Calls
Section 3
Automate & Centralize Call QA
Section 4
Centralize Compliance Monitoring
Section 5
Make Call Routing & IVRs Easy
Section 6
Turn Missed Calls into Sales
Section 7
How Invoca Works
Section 8
Case Studies
Section 9
Most of your customers will ultimately convert on the phone, whether that’s setting an appointment, getting a quote, or making a purchase. Since most of your customers discover your business online before calling, this can cause a problematic data gap. What issues are you facing with marketing attribution and measurement because of this?
Next Chapter
SECTION 1
SECTION 3: solution
There’s no guessing about how many calls convert with Invoca conversation intelligence. It analyzes every call driven by your campaigns so you can automatically detect call outcomes, conversion events, and caller intent at every location. It’s easy to get started with pre-built phrase spotting Signals made specifically for your industry. Invoca’s easy-to-deploy website tag, dynamic number insertion technology, and no-code integrations make it simple to track, report, and take action on call conversion data across all of your business locations. This enables you to quickly understand the critical moments in each call that result in revenue-generating conversions so you can increase conversion rates, decrease acquisition costs, and reduce wasted marketing spend.
Automatically track every phone conversion
Invoca gives you marketing attribution for the results of every call your campaigns drive to business locations with full visibility from click to call to conversion. Get attribution for every customer touchpoint that drives a phone call including paid search, display, social, website, email, and even offline channels like direct mail. Invoca’s easy-to-deploy website tag and dynamic number insertion technology makes it simple to start tracking calls and get granular attribution data — down to the search keyword level — so you can see exactly how customers interact with your campaigns and website before calling. You’ll get data including keyword, landing page, campaign, and GCLID to accurately optimize your campaigns to drive more high-value sales calls.
Get 1-to-1 attribution for every phone lead
I don’t know how many conversions happen on the phone.
Lack of visibility into phone conversions causes wasted ad spend
Many marketers at multi-location and franchise businesses spend a lot of budget driving leads to the phone without knowing the outcome of the calls. It’s a common blind spot that forces you to guess what’s working and what’s not. This leads to spending too much on campaigns and keywords that drive low-value calls and not enough on the ones that are actually getting leads on the line. And if you don’t know who converted, you might be wasting ad spend retargeting people who already made a purchase, too. This results in low conversion rates, increased acquisition costs, and wasting ad spend on ineffective campaigns.
See how conversation intelligence gives you full visibility of every phone conversion your digital marketing drives
I can’t attribute phone conversions to my marketing campaigns.
Without attribution for calls, you can’t optimize your campaigns
Are the keywords you’re putting money behind driving leads to call or just getting people to call for driving directions? Are your Facebook ads getting calls for quotes or people calling to complain about your Facebook ads in their feed? Without attribution for the calls your campaigns drive, you’ll never know. With nothing to prove the effectiveness of your ads, you have no way to improve them, either.
See how conversation intelligence gets you 1-to-1 attribution for all the phone calls you drive
I can’t accurately measure my CPA.
You can’t improve what you don’t measure
We’ve found that when leads call multi-location businesses, they convert at upwards of 30%*—three times higher than they do online. And many book more than half their business over the phone. If you’re measuring CPA on clicks and guessing what happens on the phone, you’re only working with half the data you need to accurately measure your marketing acquisition cost and return on ad spend. We found that marketers who don’t track phone conversions overestimate their CPA by more than 40%**—and that’s basically money that you can’t spend customer acquisition.
See how conversation intelligence helps you measure your true CPA
Know the Value of Every Call Marketing Drives
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If your marketing is driving conversions over the phone, you need to accurately measure them and attribute them to your spending. With Invoca you get full visibility into all of the conversions that are happening on the phone so you can accurately measure your acquisition costs and optimize your campaigns to drive more leads. Here’s how that looks:
Measure your true CPA with full visibility into call conversions
* Invoca platform data, 2022 ** The Marketing Acquisition Benchmark Report
I don’t know what campaigns and keywords actually drive conversions.
I have no way to retarget unconverted callers.
I can only track calls from Google Ads.
Optimizing to call volume wastes marketing budget
We’ve seen this technique before: You assign a different static phone number (TFN) to each campaign for every location. You count all of the calls that come from each campaign TFN, put it all in a spreadsheet, and viola! The campaign that drives the most calls gets more budget. With hundreds of locations and dozens of campaigns running, tracking this way gets messy fast and the telecom costs for all those TFNs is outrageous. On top of that, you’re just counting the call volume—you don’t actually know if all of that money you’re spending is driving conversions or people calling for driving directions. You’re probably wasting money sending calls to locations that don’t convert.
Learn how to use call tracking to drive more leads and reduce wasted spend
If you don’t know who converts on the phone, you’re wasting money on retargeting
Ad suppression is a key tool in the digital marketer's kit to eliminate wasted ad spend by ensuring that you aren't serving (and paying for) ads shown to existing or recently-acquired customers. However, it’s a challenge to track conversions if they’re happening on the phone at your business locations. With no centralized system to track phone conversions, you’re likely retargeting customers who already made a purchase or appointment and failing to display ads to those who didn’t convert. It’s a double-whammy of wasting spend and missing opportunities to reel in high-intent customers.
See how you can accurately suppress ads to converted customers and reduce wasted ad spend
Google conversion tracking can’t provide the full picture
Google call conversion tracking provides some useful insights, but it’s only part of the picture. You can only track calls from ads, ad clicks that result in a website visit, and mobile click-to-call ads. Calls could driven by desktop search, organic website visits, social media, email, and other channels cannot be tracked, so you may not get visibility into the revenue all of your campaigns are driving. While Google’s stand-alone call conversion tracking can tell you if a call was placed from an ad, “conversions” are determined by call duration, which may not accurately reflect what happened on the call. You don’t really know if the money you’re spending is driving conversions or people calling for driving directions. Without the ability to send accurate call conversion data to your martech stack, you can’t properly optimize your ads or keywords to drive more leads.
See how optimize all your campaigns to drive more phone leads
SECTION 2: solution
With Invoca you can automatically detect call outcomes, conversion events, and caller intent and get granular attribution data down to the keyword level. You can stream call conversion data to virtually any ad platform to optimize for sales calls. For example, you can inform Google Ads Smart Bidding with call conversion actions to automatically adjust your keyword bids to drive more conversions.
By tracking all call conversions with Invoca and pushing this information into ad platforms like Google Marketing Platform, Skai, or Marin Software, marketers can automatically suppress ads to those who have already converted over the phone. This not only reduces wasted ad spend, it prevents you from annoying your new customers with irrelevant ads. You can also use Invoca conversation intelligence to identify callers who showed intent but did not convert. You can then retarget those callers and add them to your nurture stream to further increase your conversion rates.
Suppress ads to customers and retarget high-intent callers who didn’t convert
With Invoca, you can see exactly how a customer interacts with all your campaigns and website before making a call. You’ll get data including keyword, landing page, campaign, and Google click ID to accurately optimize your campaigns to drive more high-value sales calls to every location. This data can be integrated with virtually any platform to orchestrate and optimize the entire customer journey, no matter how customers choose to interact with your brand before calling.
Optimize every campaign on every platform
On average, our data shows that 60% of calls to business locations are not revenue-generating leads. While people will always call for basic information, you need to make sure that your marketing spend isn’t being wasted driving calls that won’t convert. Do you face any of these common challenges optimizing campaigns that drive phone leads?
Reduce Wasted Ad Spend & Drive More Leads
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Previous Chapter
Reduce Wasted Ad Spend and Drive More Leads
See an example
Here’s an example of optimizing on call volume vs. conversions. If you saw that “Corp Bank Mortgage” was driving the most calls, that’s where you’d put your money and pull back on the others. Makes sense. But once you see the conversion data, you’ll see that “First time mortgage” was driving way more conversions—and that you were putting your budget in the wrong place.
With Invoca, you can see exactly how a customer interacts with your campaigns and website before making a call. You’ll get data including keyword, landing page, campaign, and Google click ID to accurately optimize your campaigns to drive more high-value sales calls.
I can only manually score a small sample of calls.
Mystery shoppers can only score a few calls.
Someone else scores calls and managers coach employees.
Manually scoring a sample of calls is ineffective
Most multi-location and franchises can only score a small sample of calls to identify underperforming locations and employees who need coaching on handling calls. You’re probably only scoring a few of your calls, so hundreds and thousands of calls may never get scored each month. And thousands of opportunities to identify coachable moments that can increase your conversion rates and customer satisfaction ratings also slip by. There could be a lot of problems hiding in those calls you never hear. Worse yet, you are missing out on the chance to reward your highest-performing locations and employees. In order for your sales process to run at peak performance and drive the most revenue, you need to automate call scoring to analyze all of your calls.
See how Invoca automatically scores 100% of your calls
Mystery shoppers are ineffective and expensive
How often do you have mystery shoppers call all of your business locations to evaluate call handling? A couple times a month? Once a week? Even if you had a mystery shopper call every store every day, you’d be still only be scoring a tiny sample of calls. You could also be catching the best employees on their worst days or vice versa. Either way, the results will not be representative of overall location performance and the “fake” calls are a waste of employees’ time. At $25 to over $100 per mystery shopping experience, it’s also totally unfeasible to scale mystery shopping calls at any meaningful level.
See how Invoca enables you to efficiently scale call scoring across every location
If you have to wait, it’s too late
When calls are scored by a third party and handed back to location managers, there can be a delay of hours or even days. By then the employee doesn’t remember the context of the call and won’t be able to effectively implement your feedback. The sooner managers and employees see the scorecard and get coaching, the sooner they’ll convert more leads and provide better customer service.
See how to get immediate access to call scores
With Invoca automated QA, you can analyze and score 100% of your calls. No more samples, no more missed opportunities. You also analyze the entire customer conversation experience, even when calls are transferred, handled by an outsourced call center, or re-routed to other locations. When you can score all of your calls, it gives you an objective view of the performance of all your employees and locations—free from human bias. Every call is scored the same way. This allows you to recognize and fairly incentivize top-performers and stay on top of coaching those that are falling short.
It’s no mystery—mystery shoppers aren’t getting the job done. With Invoca’s call scoring, you can automatically assess and score every single call at every business location. When you can score all of your calls, it gives you an objective view of the performance of all your employees and locations—free from human bias. Every call is scored the same way. This allows you to recognize and fairly incentivize top-performers and stay on top of coaching those that are falling short. Centralized coaching is made simple with the ability to tag employees or store locations within call transcripts and provide feedback on the specific moments that need work. And Invoca makes it easy to start scaling your call coaching program with pre-built call scorecards made specifically for your industry.
Scale call scoring and coaching
It can be challenging to analyze and score call handling across hundreds of business locations. To learn how you can score 100% of your calls and scale call coaching across all your locations, let’s dig into the challenges you face today.
Score Every Call and Scale Your Coaching
SECTION 3
Invoca Enables Coaching That Makes Every Employee More Effective
When you get call scorecards immediately, you can address problems today. Leave your feedback and @mention employees right in the call transcripts or tag timestamps in the recording to pinpoint where issues or successes are occurring. No need to pick up the phone. And since you’re giving immediate feedback, the employees and locations have the context to remember and apply it. Invoca also empowers sales managers at your locations by giving them access to call scorecards as soon as calls end, allowing them to coach employees on the spot so they can better handle the next one.
Get immediate access to all your call scores
I’m spot-checking call recordings every day.
An outsourced vendor handles my call QA.
We have an internal QA team that gives me reports.
Hey, you missed a spot
Spot-checking calls for call handling QA is a great way to miss problems and opportunities for improvement. It also takes a tremendous amount of time. But when you get 1,000 calls a day, it’s the only choice you have, right? There could be a lot of problems hiding in those calls you never hear. Worse yet, you’re missing out on the chance to reward your highest-performing employees and locations. In order for your teams to run at peak performance and drive the most revenue, you need to automate call scoring to analyze all of your calls.
See how Invoca scores 100% of your calls
You don’t have time to wait on QA
Whether an internal team or external vendor is handling your call QA, it means you have to wait for results. Every day that you wait for your call reports is a day where potential problems persist and high-performing employees and locations go unrewarded. You may also have limited insight into the QA methodology, so you don’t know how they’re coming up with the scores or how many calls are going through QA. Additionally, making changes to the QA process and scorecards is a cumbersome and time-consuming process that makes it difficult to adapt to changing needs or scale up your operations for the busy seasons.
See how to get immediate call insights
With Invoca, you get complete insight into every customer conversation right when the call ends. With Invoca’s easy-to-use dashboards and reporting, you can monitor how each location is performing against core KPIs, and quickly dive into specific calls for review. You also can generate reports whenever you need them, not whenever the QA team has time to deliver them.
Get immediate insights across all your locations
If you discover that your QA process is incomplete or doesn’t work with a new product or service offering, or you add more store locations, you can easily change the parameters in Invoca to match your business requirements. You don’t have to wait for a QA vendor and you don’t have to call IT. And since Invoca analyzes and scores all of your calls, no matter how many are coming in, you don’t have to worry about seasonal fluctuations or a big promotion diluting how many calls go through the QA process.
Adapt and scale QA to all locations quickly
To learn how you can improve your call handling quality assurance processes with Invoca, let’s examine the issues you might be encountering with the way you do it today.
Automated & Centralize Call Quality Assurance
SECTION 4
With Invoca automated call QA, you can analyze and score 100% of your sales calls. No more samples, no more missed opportunities. You also analyze the entire customer conversation experience, even when calls are transferred, handled by an outsourced call center, or re-routed to other locations. When you can score all of your calls, it gives you an objective view of the performance of all your locations and employees—free from human bias. Every call is scored the same way. This allows you to recognize and fairly incentivize top-performers and stay on top of coaching those that are falling short.
Invoca Enables Instant Automated Call Handling QA
SECTION 4: solution
I’m spot-checking calls.
Another team or vendor handles compliance.
You’re missing potential compliance issues
Spot-checking calls for call compliance is a great way to miss problems. In highly regulated industries like healthcare and insurance, incomplete compliance checking can lead to regulatory violations, fines, or even you losing your job! It also takes a tremendous amount of time. But when you get 1,000 calls a day, it’s the only choice you have, right? There could be a lot of problems hiding in those calls you never hear and you need to monitor 100% of your calls to spot all of them.
See how to evaluate 100% of your calls for compliance
Fixing call compliance issues can’t wait
Every minute you have to wait on another team or vendor to issue call compliance reports is a minute where potential compliance issues are still happening. If you’re only getting compliance reports weekly, that creates a huge gap in time between you becoming aware of the problem and being able to coach agents to solve it.
See how you can get immediate alerts for compliance issues
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With Invoca conversation intelligence, you can automatically analyze 100% of your calls for compliance. You ensure compliance across the entire customer conversation experience, even when calls are transferred, handled by an outsourced call center, or routed to another business location. When you can check all of your calls for compliance, there is a slimmer chance for compliance issues to become a long-term problem. This can save you from running into regulatory trouble and saves you time that’s better spent coaching employees to close more deals.
Evaluate 100% calls for compliance
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When you use Invoca to analyze calls for compliance, you get results right when the call ends. You can immediately alert employees or managers by @mentioning them and providing compliance-correcting feedback right in the call transcript or recording timestamp. With Invoca’s easy-to-use dashboards and reporting capabilities, you can also generate detailed reports whenever you need them. No asking, no waiting.
Get alerted to compliance issues immediately
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Confirm Compliance on 100% of Your Calls with Invoca
SECTION 5: solution
In heavily-regulated industries like healthcare or insurance, it’s critial that you consistently monitor calls to make sure they’re handled in a way that’s compliant with regulations. How are you monitoring call compliance today?
Complete, Centralized Compliance Monitoring
SECTION 5
The IVR is difficult for callers use and hard to change.
Callers face transfers and long hold times when calling locations.
I don’t know if calls are being answered.
Bad IVRs are frustrating for you and your customers
A well-tuned IVR can help your customers get the information they need quickly, sometimes without even talking to someone at a business location. A bad IVR is an endless labyrinth of frustrating dead-ends that will have callers screaming “AGENT” and mashing the “0” button while tears run down their face. Many multi-location businesses find themselves in the latter camp because their IVRs are too difficult to test and maintain and frequently require involving IT, vendors, or other technical assistance to make needed changes.
Learn how intelligent routing reduces frustration
Inefficient routing wastes the customer’s time
Without Invoca you don’t have insight into the digital journey that drove the call so you can’t personalize the caller experience or route the call smartly. If the customer is calling to make an appointment, get a quote, or trying to get to a particular department at one of your locations, they’ll likely have to wait on hold and endure multiple transfers before they speak to the person that can actually help them. It’s a bad experience that reduces conversion rates and wastes the time of employees who have to answer and transfer the calls.
See how you can use digital intent to automatically route calls
You can’t fix what you don’t measure
We’ve found that an average of 26% of customer calls are never answered. Worse yet, many don’t even know their call answer rate at their franchise and business locations because they have no way of tracking it. When a potential lead calls and they don’t get to talk to anyone, they’re probably going to call the competition—less than 2% bother to leave a voicemail message. If you don’t know how many calls are being picked up, you have no way to improve your answer rates.
Learn how you can increase answer rates at every location
With Invoca, anyone can create custom IVR phone menus in minutes without any coding or help from IT. Invoca IVRs can understand both voice responses and keypresses, providing better experiences for your callers. You can report and take action on Invoca IVR Data to see how well your IVR is working. You can view caller IVR responses and interaction data in Invoca reports. Detect CX issues impacting conversions, pass IVR responses to your CRM, and use IVR responses to classify caller intent. Call routing can also be improved with the IVR by enabling customers to state why they’re calling, thier ZIP code, and more to quickly route them to the right location and department.
Invoca voice IVR is simple to deploy and maintain
Invoca doesn’t just capture what happens during the call, it captures the digital journey that drove the call, too. This opens up a world of digital intent data to help create vastly improved call experiences. Depending on the webpage, ad, or location that a customer is calling from, you can automatically route them to the right department and business location right away. This reduces transfers and caller frustration, so they’re more likely to become a customer. To get more calls answered, you can also use Invoca’s ring group routing to forward calls to a list of numbers sequentially or simultaneously until someone picks up. You can even forward calls to a contact center during off-hours or when calls aren’t answered to make sure callers can always talk to a person when they need to.
Use digital intent for smarter routing
Every missed or abandoned call could be a lost customer. So the first step in improving call conversion rates is tracking your call answer rates. With Invoca, you can easily track and report on call counts, answer rates, and conversion rates across all of your locations in one place. With this data, you can inform staffing at peak call times, train underperforming locations on call handling, and incentivize locations to answer more calls. To get more calls answered, you can also use Invoca’s ring group routing to forward calls to a list of numbers sequentially or simultaneously until someone picks up. You can even forward calls to a contact center during off-hours or when calls aren’t answered to make sure callers can always talk to a person when they need to.
Track and increase answer rates at every location
Dynamically Route Calls Based on Customer Intent
SECTION 6: solution
Are you routing calls to the right business locations in the most efficient and effective way possible? Making sure that more calls are answered can increase your conversion rates and customer satisfaction. What challenges do you face routing calls and making sure they’re answered?
Answer More Calls at Every Location
SECTION 6
Do nothing. We answer all our calls!
Don’t follow up on them at all.
Follow up on voicemails.
You’re missing more calls than you think
According to Invoca platform data, the average business doesn’t answer 26% of their calls. In some industries, over half of calls go unanswered. Worse yet, we’ve found that many businesses are unaware of how many calls they’re missing—or that it’s costing them millions in revenue.
See how Invoca Lost Sales Recovery makes missed call follow-up easy
Not following up on missed calls is costing you millions in revenue
Every call you don’t answer is a sales opportunity that may never materialize. Here’s an example of the revenue cost based on an Invoca automotive dealer’s call volume and missed call rate*.
Only a fraction of prospects will leave voicemails
If your missed call follow-up relies on customers leaving voicemails, you’re only following up on a fraction of your missed opportunities. People don’t leave voicemails, they call your competition.
What’s the average unanswered call rate in your industry?
Professional Services
62%
Real Estate
42%
Retail
40%
Travel & Entertainment
26%
Building & Home Services
24%
Automotive
23%
Education
18%
Average profit per vehicle sold = Average 23% Unanswered Call Rate = 34% of those calls are Sales Opportunites = 2% of those opportunities would convert =
$2,337 276,000 missed calls 93,840 missed opportunities 1,876 missed sales
$4,400,000 a Month in Unrealized Profits
* Average profit per vehicle based on NADA data. Unanswered call rate, sales opportunity rate, and sales opportunity conversion rate based on Invoca customer platform data.
Average Voicemail Rate:
2%
Invoca Lost Sales Recovery enables you to see exactly how many calls are being answered by every business location so you can diagnose and fix issues that cause calls to go unanswered. Realistically, even in the tightest-running ships, some calls will slip through the cracks. That’s why Lost Sales Recovery also provides the insight you need to follow up on the calls that are most likely to result in sales.
Get accurate insight into missed calls
Lost Sales Recovery Signals use voice energy detection to identify whether or not the calls were answered by a person, if the call was sent to voicemail, or if a voicemail was left with over 90% accuracy right out of the gate. Lost Sales Recovery can detect if a call was: • Answered • Not Answered • Answered by Voicemail • Or, If a Voicemail was Left
How Lost Sales Recovery works
Not all missed calls are created equal, and for most businesses, following up on all of them is not feasible or beneficial. Invoca is better than other solutions because it gives you the ability to prioritize your missed sales calls so that you can respond intelligently, appropriately, and at scale. With Lost Sales Recovery, you can isolate the unanswered calls that were most likely to convert, for example, by defining “quality sales calls” with criteria like IVR keypresses (e.g., caller pressed 1 to speak to sales) or filter missed calls by hundreds of marketing criteria, such as if they called from a webpage or clicked an ad that shows high purchasing intent. This ability to automatically identify and prioritize what calls you need to follow up on is the key to recovering lost sales.
See exactly which high-intent calls to re-engage
Reclaim Revenue with Lost Sales Recovery
SECTION 7: solution
No business is perfect and calls often go unanswered. To learn how to get more revenue by following up on missed calls, let’s look at how you do it today.
Missed Call Follow-Up
SECTION 7
When calls are missed, you:
Invoca uses an easy-to-deploy snippet of Javascript on your website to automatically replace the phone numbers on your website with dynamic phone numbers. This means that each user sees a unique phone number, which enables you to track the digital buying journey that leads to the call.
Tracking calls with Invoca
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Invoca Signal AI gives you an unprecedented view into conversation data from high-intent consumers. Quickly gain new insights from tens of thousands of conversations and take action on them in real time to reduce average call handle times, improve CSAT scores, and drive more conversions and revenue. Compared to conventional call analytics tools, Signal AI provides deeper insight into the unique conversations happening between your customers and business locations — often uncovering conversation patterns and behaviors that you didn’t know existed — with consumer-level data that can be made actionable across platforms like CDPs, CRMs, and advertising platforms.
AI-powered conversation analytics
3/6
With Invoca you can improve the buying experience and reduce call handling costs by dynamically routing calls to the right location or department every time. Invoca captures first-party buyer intent data throughout a consumer’s digital journey — things like Google search keywords, website clickstream data, and unique digital identifiers — and uses that to inform call routing in real time.
Intent-based call routing
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You probably know how many calls you get per day, your call duration, and even the value of your typical sales call. But does that really help you understand your customers? Watch this video to learn how Invoca provides deeper insights into your customers’ buying behavior to accelerate your revenue and provide great experiences.
Understand customers at a deeper level
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With Invoca, you don’t have to turn your phone system upside-down to reap the benefits of conversation intelligence. Without any integrations or replacing existing tech, you still get:
Invoca Integrates with Your Existing Tech Stack (Or Not!)
Automated call scoring & QA
Cloud-based, user-customizable IVRs
Interactive coaching tools
By integrating Invoca with your marketing tech stack, you can also achieve a higher level of data and information that enables you to further improve call handling performance and use conversation data to optimize marketing. This results in more efficient and effective operations. Invoca integrates with:
Check out our integration library here
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Telecom industry-recognized “excellent” call quality rating
Leading call fraud detection and protection technology
99.999% platform uptime
Invoca provides compliance without compromise. It keeps customer data secure, connects calls reliably, and is available when you need it.
Security, Compliance, and Uptime
Watch this video to learn how it works
Watch this video to see how Signal AI works.
Watch this video to see how it works.
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Ad & Analytics
CRM & CDP
Social Media
See how Rick’s Custom Fencing & Decking uses Invoca to get granular call attribution and full visibility into sales agent performance.
AutoNation
With over 300 locations, AutoNation is America’s largest and most admired auto retailer. In an average year, it sells over 500,000 new and pre-owned vehicles and service nearly five million customers. AutoNation uses Invoca to train its sales team to close more deals and better serve customers. Invoca automatically records and transcribes each inbound call, and AutoNation uses these insights to identify sales agents’ weaknesses and coach them to improve their performance. They also feed these recordings into their CRM to keep complete and accurate records of every customer interaction. AutoNation also uses Invoca for Sales to automate customer call quality assurance (QA). With Invoca for Sales, AutoNation can select the criteria that make up a successful phone conversation for both sales and customer care agents and use AI to automatically scan every call for those criteria, at scale.
Automotive dealer and service network
Get the full case study
1/5
The Story
The Results
“Providing a great customer experience is at the core of our mission, and that’s why our sales managers constantly provide feedback to our agents. Invoca’s call recordings and transcriptions are invaluable coaching tools.”
Anand Rao, SVP of Digital Business
Increased close rates
Seamless customer experience
Highest profits in company history
2/5
Rick’s Custom Fencing & Decking
Home improvement services
Rick’s Custom Fencing & Decking was founded in 1980 by Rick Stanley. Since that time, it has grown to become one of the largest retailers of fencing and decking in the Pacific Northwest. Rick’s Custom Fencing & Decking has five retail locations where sales agents take calls and schedule appointments. Prior to using Invoca, the team didn’t have a formalized call QA process in place. Now the sales managers use Invoca's AI to automatically QA 100% of inbound calls based on their criteria. The company doesn’t use scripts and instead empowers its sales team to have free-flowing conversations with the customer — but there are a few topics that agents need to cover on every call. Invoca’s AI identifies these moments in each conversation and grades the agents accordingly.
“Our sales managers don’t have time to sit down and listen to a bunch of calls. Invoca helps them quickly pinpoint each agent’s strengths and weaknesses. It also helps them find coachable moments in the call recordings and transcriptions. This has had a huge impact on agent performance.”
Taylor Pawley, Director of Marketing
2x increase in lead volume
6x more likely to use scripted phrases
23% improvement in call etiquette pass rate
3/5
Spectrum Retirement Communities
Healthcare, senior living
Spectrum Retirement Communities, LLC, headquartered in Denver, Colorado, is a leading operator of retirement, assisted living, and memory care communities, with 48 locations in 10 states. The company’s mission is simple: to create communities where seniors thrive. In the past, Spectrum Retirement performed QA on its sales calls by listening to a small sample of the conversations occurring at its 48 locations. This process was inefficient and prone to inaccuracies — they may have been catching their best agents on their worst days or vice versa. To get a complete and accurate measure of agent performance, the Spectrum team rolled out Invoca’s automated call QA. Spectrum now uses Invoca’s AI to identify which of its calls are sales-related and automatically QA 100% of them according to its custom criteria.
“With Invoca, we can let the machine learning do the work and identify our agents’ strengths and areas for improvement. Rather than searching for the data, we get it at our fingertips in real time. It’s a huge time-saver and it’s changed the game for how we QA calls and coach our agents.”
Jeff Arduino, National Director of Sales and Resident Experience
20% reduction in resident turnover
Increased occupancy
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SECTION 9
4/5
1-800-GOT-JUNK? uses Invoca to track their true ROAS from paid search campaigns. Soon after the marketing team started using the platform, they realized they had been significantly underreporting their call revenue to their franchise locations. The team then fed Invoca’s call attribution data into Google Ads to inform the Smart Bidding algorithm, allowing them to further cut cost per lead.
“With Invoca, we can see true ROAS, particularly for paid search, and that’s crucial because our franchise partners are now increasing that spend. It’s essential that we get it right, and thanks to Invoca, now we can.”
Marie Fitzgibbon, Director of Acquisition
5/5
University Hospitals’ goal is to create a more seamless journey for patients, from the moment they start researching symptoms or doctors through billing and follow-up care. They use Invoca for Healthcare to greatly improve the patient experience when they call to make appointments, optimize marketing to drive more high-value appointment calls, and provide more effective and consistent messaging across the board. Invoca even helped them discover call experience issues they didn’t know were occurring—resulting in a dramatic increase in appointment conversion rates.
“Implementing Invoca at University Hospitals was one of the biggest wins of our department and it gave us the data needed to significantly improve performance.”
Matthew Eaves, Vice President, Digital Marketing
Over 10% increase in bookings — with no incremental spend
Over 20% boost in call conversion rate
Over 30% rise in the number of booked calls
1-800-GOT-JUNK?
HOME SERVICES
580% increase in appointments scheduled
300% increase in conversion rate
50% reduction in total call duration
University Hospitals
HEALTHCARE, DENTAL, AND MEDICAL DEVICES
