Demand for interaction
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As a consumer of every generation is increasingly bombarded with digital communications, it remains incredibly necessary that brands embrace the power of human interactions.
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Demand for interaction
- 1. T H E D E M A N D F O R I N T E R A C T I O N N O V E L I N B O U N D C A L L & M A R K E T I N G C A M P A I G N D A T A An insight collection of call data presented by:
- 2. O U R S T O R Y As a consumer of every generation is increasingly bombarded with digital communications, it remains incredibly necessary that brands embrace the power of human interactions. RingPartner analyzed hundreds of thousands of calls every month to understand how today's buyers want to engage with brands over the phone. As a result, they discerned how various industries fared during 2016 and beyond based on the volume, nature, and success of calls placed to businesses. All data was generated from thousands of consumer calls across diverse business sectors each month. Data analysis took place across North America
- 3. Call times are up by 113% from 2016 to 2017. In a digitized world, people still want to reach out & touch someone for answers to their questions about potential purchases.油 So far in 2017, consumers have spent an average of 113% more time on the phone learning about products & services than they did in 2016. This indicates that customers of every type are actively increasing their offline interactions with brands even as digital usage continues to rise KEY STATS Average Call Time in January 2016 = 119 seconds.油 Increase in 2016 to 2017 Call Times = 113% Average Call Time in January 2017 = 254 seconds.油
- 4. K E Y S T A T S Average Call Time with Criminal Defense Organization in 2016 = 242 seconds.油 Average Call Time with Eye Care Providers in 2016 = 61 seconds Average Call Time with Tax Preparers in 2016 = 53 seconds. Average Call Time with Dating Services in 2016 = 766 seconds.油 Top Overall Service Industry Call Times = Dating, Legal, Insurance & Home Repairs.油 Call times depend greatly on the topic of interest. Consumers will spend more time speaking to a business that can help them get out of trouble or into a relationship than they will spend discussing some of their health problems.油 During 2016, people spent an average of 242 seconds speaking to criminal defense organizations. This is about 4 times longer than their conversations with tax preparers or eye care providers. But all these call times pale in comparison to the whopping 766 seconds spent on the phone with dating services. Last year, callers were clearly looking to start new relationships.. and stay out of jail.油
- 5. Call lengths & conversion rates fluctuate based on the season with the largest changes occurring between winter & spring. People are willing to chat with business longer, and these calls are more likely to close depending on the season In 2016, the largest average increase in call times across service industries took place between Q1 & Q2. This is also when the largest increase in average conversion rates occurred. This may mean it isn't the holidays that drive the greatest call volume & related sales numbers, but rather the warmer weather as spring turns to summer.油 K E Y S T A T S Average Call Time During Q2 in 2016 = 162 seconds. Average Call Time During Q1 in 2016 = 107 seconds. Percent Increase from Q1 to Q2 = 51% Average Conversion Rate Increase from Q1 to Q2 Across Industries = +5%
- 6. Some industries are better at turning prospects into leads. Certain business categories stand to learn a few things from other sectors that generally have more success at converting prospects into callers. Real estate had the highest conversion rates during each quarter of 2016, averaging between 73% and 84%. Home service calls enjoyed respectable but comparatively smaller, conversion rates throughout the year such as 39% for window installations in Q1 and 45% for roofing during Q2. Lawyers had impressive numbers throughout the year but saw quite a jump between Q1 and Q4 which indicates that as the year ends, people need attorneys.油 K E Y S T A T S Average Conversion Rate for Window Installations During Q1 in 2016 = 39% Average Conversion Rate for Housing During 2016 = 79% Average Conversion Rate for Roofing During Q2 in 2016 = 45% Average Conversion Rate for Legal During Q4 in 2016 = 65% Average Conversion Rate for Legal During Q1 in 2016 = 54%
- 7. A D D I T I O N A L P E R F O R M A N C E M A R K E T I N G D A T A Industries with Most Conversions in 2016 TOP 3 Industries with Most Conversions in 2017TOP 3 General Legal . . . . . . . . . . . . . . . . 58% Doctors . . . . . . . . . . . . . . . . . . . . . . . 42% Student Loans . . . . . . . . . . . . . . . . 35% Real Estate Lawyer . . . . . . . . . . . 55% Life Insurance. . . . . . . . . . . . . . . . . 42% Bankruptcy Lawyer . . . . . . . . . . . 35% Sectors with Largest Jumps in Call Duration & Conversions between 2016 & 2017 2016 Student Loan Debt Relief . . . . . . . . . . . . . 油229 seconds . . . . . . . . 34% 2017 Student Loan Debt Relief . . . . . . . . . . . . . 油332 seconds . . . . . . . . 40% 2016 Appliance Repair . . . . . . . . . . . . . . . . . . . . . . 69 seconds油 . . . . . . . . . 23% 2017 Appliance Repair . . . . . . . . . . . . . . . . . . . . . . 388 seconds . . . . . . . .油 46% Calls lasted 1.5x longer between 2016 & 2017, while the conversion rate increased by 6%. Insight: Interest in student debt relief is increasing. Calls lasted油5.6x longer between 2016 & 2017, while the conversion rate increased by油22%. Insight: 2017 has been a rough year for broken appliances.
- 8. C O N S U M E R I N S I G H T S Breaking Up is Hard to Do: Divorce inquiries rise between 2016 & 2017 There's been an increase in the time spent seeking & speaking to divorce attorneys: 2016 Average Call Time with Divorce Lawyers = 87 seconds. Average Conversion Rate for Divorce Lawyers = 23% 2017 Average Call Time with Divorce Lawyers = 122 seconds Average Conversion Rate for Divorce Lawyers = 43% Insight: An increase in divorce seeking & speaking mean more people are considering calling it off in 2017. Summer is the season of Love: Dating services hit their peak during Q3 of 2016. Dating services experience the longest call times & highest conversation rates in Q3 with a 10% increase compared to all others: Average Call time = 766 seconds油 油 油 油 油 油 油 Average Conversion Rates = 77% Insight:油Forget spring flings, summer loving wins the race for daters.
- 9. C O N S U M E R I N S I G H T S Spring Cleaning Heats Up: Summer cleaning is nearly as popular! Calls & Conversion rates for junk removal services stay steady throughout the warmer months, as Q2 & Q3 both have greater than 10% increases in conversion compared to Q1 & Q2: Q2 Average Call Time with Junk Removers During Q2 in 2016 = 173 seconds Average Conversions Rate for Junk Removers During Q2 in 2016 = 58% Q3 Average Call Time with Junk Removers During Q3 in 2016 = 139 seconds Average Conversions Rate for Junk Removers During Q3 in 2016 = 50% Insight: "Spring Cleaning" isn't just for spring anymore. People still have plenty of junk to get rid of all summer.
- 10. Created by: www.RINGPARTNER.com email: info@RingPartner.com @RingPartner Please contact us for further information or requests for additional stats.