The PRWIRE Press Releases https:// 2020-08-04T10:08:36Z That’ll be the phone, Reg 2020-08-04T10:08:36Z that-ll-be-the-phone-reg-1 PHONES ringing out, phone lines busy, transferred calls abandoned and active sales calls hitting the dreaded ‘dial this for service and that for sales’ is costing dealers tens of thousands of dollars a month in lost sales, according to James O’Neill, the CEO of WildJar, one of Australia’s leading call tracking and phone management systems. Speaking with GoAutoNews Premium, as part of our Dealer Talks podcast series with Gumtree Cars, Mr O’Neill said dealers spend vast sums of money driving buyers to their businesses but are still missing many of the phone calls they are generating with ‘hot’ buyers on the other end. The worst ‘sins’ are buyers met with engaged signals meaning there are not enough lines and phones ringing out suggesting there are not enough people manning phones. “Across the board, we find dealers are still missing 15 percent of phone calls and another 10 percent of calls are being abandoned during the call transfer process,” Mr O’Neill said. “There is a huge hole when a call is transferred from reception to a salesperson and that salesperson is not at their desk and the customer is on hold for one minute or two minutes and they hang up. That is 10 percent abandoned. “So in total that means 25 percent of calls into a business are being missed.” He said that WildJar calculates that missed calls  and abandoned calls cost a dealership $260 a time. “We looked at Deloitte’s $2,600 gross profit per car and we know 1 in 10 calls into a dealership results in a sale. Lets keep it really simple and we know that every call you miss is $260. “We know a metro dealer who received 2,100 phone calls in one month and missed 390 which is 18.4 per cent. So the monthly revenue impact was about $100,000 based on the Deloitte number.” Mr O’Neill said that, when a customer calls, dealers need to be ready to help them buy because they are ready to buy. “There are so many improvements and efficiencies dealers can do internally just on getting the call flow and call handling correct and by answering the call at the right time. “Dealers spend so much money at the front end to drive lead enquires and, when the customers pick up the phone and call, we know that callers convert at around a 15 percent higher rate than the online lead enquiry ‘form fills’. “A dealer salesperson might send a video out to a customer via SMS; they have done a video walkaround of the car, and that creates direct engagement with the customer. “But that connection is broken when the customer calls the main dealership landline and is greeted with the usual Press 1 for Service, 2 for parts, 3 for sales and the experience around that is not good. The dealership needs to know at that point that the customer has just watched a video and treat them as such. “How our business works is that we have unique phone numbers within advertising. So we know the customer is calling from a particular medium; in this case calling from a video they have just watched. “Rather than sending the customer to a phone queue, we send them to the sales person or we set up a hunt group where we set up a multi-call to call all your sales people at the one time so they know that this is a sales engagement. “When they pick up the phone we ‘whisper’ to the salesperson that this customer/lead is from your YouTube video ad or this is a lead from a video the dealer has sent out to them. So the salesperson knows how to respond to the phone call before they speak to that customer. “When dealers are getting these calls buyers are ready to purchase. They have done their research and, by not answering correctly, you interrupt their progress. “Dealers, on an aggregate level, are still quite poor at handling calls. ‘You know this customer is looking at your inventory page so send them to the right people at the right time and improve that customer process – and invest more in the people that are answering the calls because we found that even if they are just polite on a call it is improving conversion levels. “Customers like to interact. They do all their research online, go to classified sites, choose brands on local dealer websites, when they are ready to purchase, they are picking up the phone and calling. “When they do call, the customer is highly engaged.” Mr O’Neill said that WildJar’s experience across 600 dealerships of all brands and locations shows there is a remarkably small number of people who call more than one dealership. “We only see two percent  of cross calling – which is a customer calling two or more dealerships. James O’Neill “Two percent is very low. So if a customer is calling your dealership, they want that dealership. They do not want to go to the next dealership a few suburbs away. “That is why giving each customer a fantastic and memorable first impression over the phone is now more important than ever, as these consumers who are calling you are ready to buy,” he said. “So the data that we are seeing is that once they have chosen a brand and chosen a dealership location, they are willing to give that dealer the opportunity to speak to them. “Once they call you they are ready to talk to you, they are ready to purchase, they are as hot as a lead could be. So you need to treat them that way. “But first of all you need to answer the call.” To learn more about the WildJar visit WildJar.com or call 1300 317 533 About WildJar   WildJar helps businesses become wildly successful by providing cutting edge voice and SMS solutions. Founded in 2016, WildJar has helped more than 4,000 companies worldwide drive revenue and connect their customer’s journey online to their purchasing behaviour offline. Finally, businesses and marketers have complete attribution and analytics to measure call outcomes and ROI. With WildJar’s Voice Platform, businesses get granular campaign attribution to understand why customers are calling, real-time intelligence about who’s calling and analyse what’s being said during conversations to improve outcomes. As the economy opens up, call volumes into automotive dealers are up 104% 2020-06-17T20:05:02Z as-the-economy-opens-up-call-volumes-into-automotive-dealers-are-up-104 Monthly call volumes in the automotive industry increased a staggering 104% in May, according to Australia’s leading call tracking and analytics company, WildJar. Based on call volumes on over 600 dealers, WildJar experienced the largest monthly call volume ever recorded across its automotive clients. On a year-on-year comparison, call volumes increased 156%. In today’s age of digital marketing, the car buying journey of customers has evolved. Dealers have come to accept that customers are no longer coming into the showroom to start their purchasing journey. Instead, customers are doing most of their research (and decision-making) online, long before they enter a dealership. “The increase in call volumes reflects this transition with customers and dealers moving to e-commerce based solutions and with the onset of COVID-19, this transition has been fast-tracked with dealers’ websites and their ability to handle customer calls being more important than ever.” says WildJar CEO, James O’Neill. “The focus should be on enhancing the customer’s online and call experience, and giving the customer the tools they need to seamlessly make a decision and ultimately purchase a vehicle," continued O’Neill. “We have always championed data around the customer’s buying journey, where consumers do all their research online and then they purchase offline. There is definitely a paradigm shift in the acceptance to purchase online,” continued O’Neill. Through its call tracking analytics, WildJar has discovered a large blind spot for dealers when a customer transacts with them on their websites. “For dealers that are already tracking their inbound phone calls, we are seeing a large number of customers abandoning the ‘cart’ at purchase or deposit point and calling the dealership to complete the purchase over the phone,” stated O’Neill. WildJar’s technology provides the ability for dealers to ‘attribute’ offline phone calls to the customer’s online journey and help improve (and further prove) the strength of the e-commerce model, by showing that the ‘offline’ phone transaction started on the dealer’s website e-commerce channel. Similar trends can also be seen in other digital platforms, with automotive classifieds and dealer websites also recording all-time-high audiences in May. These sizeable increases in research and online activity comes at a time when social distancing measures have been eased and many buyers are re-evaluating their transport preferences. Local search enquiry call volume is also a major contributor to volume increases, with 67% of volume being generated by local search listings and Google My Business.   “This confirms and reinforces our data that there is a genuine intent to purchase, with consumers working from home and spending more time online researching,” says O’Neill.  “We are only recording around 2 percent of consumers calling multiple dealerships for sales related enquiry,” continues O’Neill. “Giving each customer a fantastic and memorable first impression over the phone is now more important than ever, as these consumers who are calling you are ready to buy.”  About WildJar   WildJar helps businesses become wildly successful by providing cutting edge voice and SMS solutions. Founded in 2016, WildJar has helped more than 4,000 companies drive revenue and connect their customer’s journey online to their purchasing behaviour offline. Finally, businesses and marketers have complete attribution and analytics to measure call outcomes and ROI. With WildJar’s Voice Platform, businesses get granular campaign attribution to understand why customers are calling, real-time intelligence about who’s calling and analyse what’s being said during conversations to improve outcomes. WildJar Ranked in Deloitte Technology Fast 500™ Asia Pacific 2020-01-20T16:39:08Z wildjar-ranked-in-deloitte-technology-fast-500-asia-pacific-1 WildJar is delighted to announce that it has been named as one of the fastest growing technology companies in the Asia Pacific region by the Deloitte Technology Fast 500™.‍ Now in its eighteenth year, the Deloitte Technology Fast 500 Asia Pacific ranks the fastest growing technology companies across nine Asia Pacific locations: Australia; China (including Hong Kong); India; Japan; South Korea; Malaysia; New Zealand; Singapore and Taiwan. It covers companies in the hardware, software, communications, media, life sciences and clean technology industries.‍ ‍Since launching 3 years ago, WildJar has experienced tremendous growth and is truly a global player in the call tracking and call attribution space. CEO and Founder James O'Neill commented on the award, “We are honoured to be named one of the fastest growing tech businesses in the Asia Pacific region. From our humble beginnings 3 years ago, we are now providing cutting edge Voice and SMS solutions to our valued clients ranging from large corporates to SMEs. We love what we do for our clients - it is our clients that have pushed us outside of our comfort zone to provide the best Voice and SMS tech solution in the market.” “Meeting and exceeding customers’ expectations of technology over three years is proof of strong and talented leadership,” said Mike Horne, Asia Pacific Deloitte Private Leader. “It is a pleasure to celebrate the people and teams responsible for such high quality success.”‍‍‍ View the full list of winners hereTo learn more about the WildJar integration with Microsoft Search Advertising, visit WildJar.com or call 1300 317 533 About WildJar   WildJar helps businesses become wildly successful by providing cutting edge voice and SMS solutions. Founded in 2016, WildJar has helped more than 4,000 companies worldwide drive revenue and connect their customer’s journey online to their purchasing behaviour offline. Finally, businesses and marketers have complete attribution and analytics to measure call outcomes and ROI. With WildJar’s Voice Platform, businesses get granular campaign attribution to understand why customers are calling, real-time intelligence about who’s calling and analyse what’s being said during conversations to improve outcomes. WildJar Releases Microsoft Search Advertising (formerly Bing Ads) Integration to Enhance Call Attribution 2019-12-03T09:55:47Z wildjar-releases-microsoft-search-advertising-formerly-bing-ads-integration-to-enhance-call-attribution-1 SYDNEY, AU – WildJar, a leading global communications software as a service platform, announces that it has released an advanced integration with Microsoft Search Advertising which allows marketers to capture rich call attribution data from Microsoft Ads and use it to provide further insights into consumer purchasing behaviour.   WildJar now has the ability to send web and conversion data from phone calls directly into Microsoft Ads. This integration enhances campaign performance by automatically connecting conversions back to the specific search keywords, ads or campaigns that customers interacted with during their search, allowing for a detailed picture of a customer’s purchasing behaviour.  “We are growth focused and always striving to deliver cutting edge voice and SMS solutions for our clients,” states James O’Neill, Co-Founder and CEO of WildJar. “Our new Microsoft Search Advertising integration is yet another example where we have listened to our clients’ requests and reinforces WildJar as one of the fastest growing global call intelligence platforms. It has been fantastic working with the Microsoft team and I am happy to say the integration is now live and available.” Microsoft Search Advertising market share continues to grow globally, with over one third PC search market share in the US, 23% in the United Kingdom, 16% in France and nearly 16% in Australia. Microsoft's careful selection of key partnerships such as The Wall Street Journal, Yahoo, CBS Interactive and many more, helps marketers increase their digital footprint whilst bringing high-quality traffic and increased clicks to their marketing strategy. “We are delighted to see that WildJar have completed an integration to our API. For Microsoft Advertising customers that rely on calls from a performance standpoint, this will enhance their ability to measure performance on our platform, and we are excited to see the positive impact that will result from this integration” said Paul Korber, Director of Partner Development AUNZ, Microsoft Advertising. To learn more about the WildJar integration with Microsoft Search Advertising, visit WildJar.com or call 1300 317 533 About WildJar   WildJar helps businesses become wildly successful by providing cutting edge voice and SMS solutions. Founded in 2016, WildJar has helped more than 4,000 companies worldwide drive revenue and connect their customer’s journey online to their purchasing behaviour offline. Finally, businesses and marketers have complete attribution and analytics to measure call outcomes and ROI. With WildJar’s Voice Platform, businesses get granular campaign attribution to understand why customers are calling, real-time intelligence about who’s calling and analyse what’s being said during conversations to improve outcomes.