1. Overview

The Call Tracking feature allows you to capture all your visitor’s interactions with your site across all sessions using Dynamic Tracking or track callers from your offline marketing channels using Static Tracking.

1.1 Dynamic Tracking

ResponseiQ Dynamic Call Tracking works at a visitor level, requiring a pool of tracking numbers that are allocated to one of your web properties via Dynamic Number Integration. These tracking numbers provide data that will assist you in tracking ROI for each of your marketing channels. These can be used to help develop insights to help optimize efforts in each marketing channel.

It includes sources, keywords, and channels. This is tracking all that occurs in the visitor journey before picking up the phone. Thus, closing the loop between online and offline activity.

1.2 Static Tracking (Offline)

ResponseiQ Static Call Tracking lets you assign unique tracking numbers to offline marketing sources like print ads, TV or radio ads, etc. such that when an interested lead calls the respective tracking number, we will provide the attribution information associated with the caller using the reporting in our application.

2. Steps to set up a Call Tracking

Please reach out to ResponseiQ Support (support@responseiq.com) to enable the Call Tracking feature for your company. 

Once you have logged into your Company Dashboard on ResponseiQ and you will see “Call Tracking” has now been added to the sidebar menu.

By Default, Call Tracking will be disabled for each domain. Make sure you have switched Call Tracking on for the domain by clicking on “Enable Call Tracking”

Once call tracking is enabled for a domain, you can now create a “New pool” of tracking numbers to be used for Dynamic Number Implementation on your web property, or use it to segregate your offline marketing campaigns using static tracking.

Choose a “pool type” that you would like to create for the profile:

2.1 Setting up Number Pool for Dynamic Tracking

Start the pool setup by providing “Number pool name”

You will need to choose a medium to find the “Swap/Forwarding number”. The number will be replaced by a tracking number in the respective pool. There are currently two ways you can choose to see the swap number on your web property:

  • Number: This option uses a custom swap number other than the one set up as caller ID number in the widget.

Note: If your company uses “Internal Phone System” call setting, by default, the application will use the Caller ID number set up for the current domain. You can input a different number of your choice as well.

  • CSS Selector: If you don’t have a fixed phone number to be used as a swap number, you can choose to set a .class in your web property’s CSS. Our algorithm can then use this to find the swap number that will be replaced by a tracking number from the pool

Once you have given the pool setup information, you will proceed to the next step “Create Pool"

Input the amount of tracking numbers you intend to have in the pool by providing “Pool size”. Then, give the “Area code” for the number you wish to add.

Click on “Check” so our application can verify that the required number of tracking numbers are available for the given area code or not. You can proceed to the next step if the application confirms the correct amount of numbers are available.

You can then select “Which visitors do you want to track?”, currently we are offering call tracking only for “All Visitors”.

Once you click on “Done”, a number pool will be created for the domain applied to the web property associated with the respective domain.

2.2 Setting up Number Pool for Static Tracking (Offline)

Start the pool setup by providing “Number pool name”

You will need to choose a medium to find the “Swap/Forwarding number”. The number will be used as the forwarding number to which the call will be patched when a lead calls using the static tracking number.

Once you have given the pool setup information, you will proceed to the next step “Create Pool"

Since Pool Size for a static tracking number pool is set to one, you can proceed to provide the “Area code” for the number you wish to add.

Click on “Check” so our application can verify that a tracking number is available for the given area code or not. You can proceed to the next step if the application confirms the number is available.

You can then set “How will the callers be attributed?” by providing the tracking information that will be considered equivalent to UTM source, medium, channel and campaign. You can also give a Tradedoubler ID if you use the Tradedoubler platform to track affiliates.

Once you click on “Done”, a static number pool will be created for the domain.

Tip: The tracking number allocated for the static tracking number pool will be displayed under the “Numbers” column. This is the number you can use for your offline marketing channels or other marketing like banner ads/tv ad/radio ads.

Settings for call tracking:

Lead Leg Audio Type

You can choose what you want to play to your leads when they call using a tracking number from your web property or a tracking number from an offline property. Our app lets you choose between standard “Ringing” or a “Custom Voice Prompt”.

Setting Up Custom Voice Prompt

  1. Input a voice-prompt text of your choice, or you can use the default prompt script as well.

  2. You can also click on “Preview” to ensure that the prompt sounds the way you intend it to be played for your callers.

  3. Set the rate and pitch for the voice prompt using respective sliders

Agent Leg Scenario

This is how you want your agents to connect with the leads. ResponseiQ offers three modes for the same:

Direct: This will allow patching the call between an agent and a lead directly without asking an agent to claim a call.

Claim: An agent will have to claim a call by pressing “1” and then being patched with the lead.

Claim Attribution: If the option is selected, an agent will have to claim a call by pressing “1” and providing his extension.

Note: We also have integrations with third-party phone systems such that our application can automatically capture the agent information for the sake of seamless agent attribution.

Please contact our support team (support@responseiq.com) for more details

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