Dish Network needed smarter call tracking because while its customers can subscribe to new TV or internet service online, many still prefer ordering the service by phone. Signing up for service involves providing sensitive information and making a lot of packaging choices, so it helps to have a real person guide customers through the process.
DISH also found that many online shoppers were abandoning their carts when it came time to provide private information like social security and credit card numbers. To make sure it could convert these customers, it needed to quickly and seamlessly direct cart abandoners to a call center experience specially tailored to their needs.
Check out this video to see how DISH uses Invoca call tracking and analytics to create a highly personalized phone experience that converts more shoppers and bridges the divide between its online and offline channels.
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