Cyber Monday is fast approaching and savvy online sellers are prepared; or are they?
Call analytics solution Marchex recently conducted an interesting analysis of holiday preparedness and found that businesses experienced a 16 percent increase in inbound phone calls on Cyber Monday compared to average Mondays in the same month. The Marchex data also indicated that abandoned calls increased by 11 percent on average on Cyber Monday, suggesting that companies did not adequately staff call centers. As a result, they missed out on a significant number of sales opportunities on a major shopping day of the year.
"While businesses go through significant efforts to optimize their websites for Cyber Monday and the holiday season in general, they are neglecting a key channel that is incredibly important to consumers when it comes to interacting with brands," said Guy Weismantel, EVP of marketing at Marchex.
"The data is clear: customers prefer to buy on their own terms, not the terms of the brand. It's crucial for brands to invest in their frontline phone teams, operations centers, and call analytics technology to maintain the highest level of customer service, and ultimately increase revenue."
As the Editor-in-Chief of Website Magazine and President of Website Services, Peter has established himself as a prominent figure in the digital marketing industry. With a wealth of experience and knowledge, Peter has been a driving force in shaping the landscape of digital marketing. His leadership in creating innovative and targeted marketing campaigns has helped numerous businesses achieve their revenue growth goals. Under his direction, Website Magazine has become a trusted source of information and insights for digital marketers worldwide. As President of Website Services, Peter oversees a team of talented professionals who specialize in SEO/SEM, email marketing, social media, and digital advertising. Through his hands-on approach, he ensures that his team delivers exceptional results to their clients. With a passion for digital marketing, Peter is committed to staying up-to-date with the latest industry trends and technologies, making him a sought-after thought leader in the field.