[SATLUG] Tracking Phone Leads

[John Pappas]

Customer driven method: What type of phone system do you use?  It may be
possible to set up a "Click to Call" feature, depending on PBX system.
That would be one way to associate a call to a click through.

On Mon, 2006-03-06 at 13:21 -0600, Sean Carolan wrote:
> Hello everyone:
> 
> This is not directly Linux based, but I would like to accomplish it
> with open source software, preferably using PHP and MySQL, and maybe
> some javascript code.
> 
> We are in the retail business, and although our website gets some
> web-based orders, due to the nature of our industry most orders must
> be closed over the phone.
> 
> This creates a problem for our IT department, who would like to track
> the sale from the initial search and clickthrough all the way through
> the end of the sale.  Here's the current flow of a customer through
> our site:
> 
> 1. Search for keyword phrase
> 2. Click on our free or sponsored link
> 3. Land on one of our pages and we can begin tracking referral URL,
> session data, etc.
> 4. Picks up phone to call us - we lose the click trail!
> 
> Can you see the problem?  Once the customer picks up that phone we
> have no easy way to track back to the original keyword and search
> engine they used to find us.  (Yes, I know you can just ask them but
> half the time they can't even remember what they searched for!)
> 
> I've used some live help scripts that show exactly how many visitors
> are on each page of your site in real-time.  A program like this may
> show 5 or 10 visitors at a time on our site, or during peak times
> maybe up to 25 concurrent visitors.
> 
> Here is what I envision for step #5.  Please let me know if you have
> ideas how to accomplish this:
> 
> 5.  Rep picks up the phone and while speaking with the customer
> identifies what product they are looking at.  Our reps do this anyway
> so they can browse the same page as the customer and look at the item
> together.  The rep would have a constantly updating list of IP
> addresses and page names on their screen, and they could then select
> from the list to 'tag' that phone call back to the original
> clickthrough, allowing our techies to do their wizardry and calculate
> the ROI for the original keyword phrase.
> 
> I hope that made sense.
> 
> thanks
> 
> 
> Sean