It may seem counterintuitive in today’s digital-first world, but for multi-location businesses, healthcare providers, and franchises, success is tied directly to the experience they provide callers.
Phone calls are the main way customers and patients first contact local businesses in automotive, healthcare, financial services, insurance, home services, legal, and other industries. And every time a location or local agent mishandles a call, they run the risk of losing that appointment or sale.
It’s one of the biggest challenges for national and regional customer experience (CX), sales, and operations leaders overseeing performance at multiple locations. They know how important caller experiences are to their success, but they don’t know:
- If the locations they manage are answering calls
- Where, when, and why phone leads fail to convert
- What CX issues are occuring and their impact on KPIs and revenue goals
- What actions to take to improve results
Introducing Invoca for Multi-Location CX
To solve this challenge, we’ve launched Invoca for Multi-Location CX. Part of the Invoca conversation intelligence platform, it’s a ground-breaking solution for multi-location brands to centrally monitor, measure, and improve the experiences and conversion rates of callers. Invoca for Multi-Location CX works for every call to every dealership, service center, hospital, clinic, store, branch, franchisee, or other location, including calls handled by — or transferred to or from — a contact center.
Invoca provides national and regional CX, sales, and operations leaders with a centralized platform to analyze and optimize caller experiences at every location they manage. With Invoca’s data and call routing technology, they can:
- Reduce missed calls and voicemails
- Detect and correct CX and call handling issues
- Convert more callers to customers and patients
- Significantly accelerate revenue growth
Get a personalized demo of Invoca for Multi-Location CX
Read on for a deep dive into the importance of local call experiences to revenue performance and how Invoca is helping leading multi-location and franchise brands convert more callers to customers and patients.
Invoca has helped us tap into phone conversations so we can understand each buyer’s unique needs. As a result, we can deliver a truly peerless car-buying experience.
MARC CANNON, EVP & CHIEF CUSTOMER EXPERIENCE OFFICER AT AUTONATION
To learn more, please read our blogpost
