Marchex Launches Real-Time Sales Rescue Solution for Businesses

By MTS Staff Writer On Apr 25, 2019

Marchex Sales Rescue Enables Businesses to Increase Revenue and Improve Customer Experience by Systematically Recovering Missed Opportunities as They Happen

Marchex, a leading provider of call analytics that drive, measure, and convert callers into customers, launched Marchex Sales Rescue, a new AI-infused call monitoring, scoring and engagement solution.

Marchex Sales Rescue combines Marchex artificial intelligence and machine learning with call monitoring and scoring services to alert businesses when potential buyers hang up without making a purchase, or when certain calls did not meet the business’ customer service standards. Identifying these situations based on real-time conversational analytics and call scoring, and sending real-time alerts regarding such events, enables businesses to be informed as these situations occur and to, in turn, take real-time action to create better customer sales and experience outcomes. Marchex’s ability to deliver the Sales Rescue solution has been accelerated by its Callcap subsidiary, which it acquired in November 2018.

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This unique solution identifies in real-time when potential high-value customer prospects engaged in conversations with sales representatives are mishandled in any number of ways, and then gives businesses the capability to re-engage immediately to capture these potentially lost opportunities, as well as avoid undesired customer experiences

“Sales Rescue provides our company with incredibly powerful tools that enable actionable ROI,” said Bethany DeLaurencio, Marketing Director of Jerry Kelly Heating and Air. “It enables monitoring and analysis of our phone calls, along with real-time notifications, so we not only can see the outcome of every call, but also have the ability to save customers on an immediate basis.”

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Marchex Sales Rescue leverages the company’s proprietary speech, AI and machine learning technology to provide a wide range of capabilities, including filtering out such items as abandoned calls and wrong numbers, and then selects pre-qualified calls to be fed into its proprietary call monitoring system. Each individual call is then analyzed using an extensive scoring system that can identify hundreds of different attributes, and can be customized extensively to meet each customer’s specific requirements. Marchex Sales Rescue then highlights the missed opportunities via real-time alerts and an easy-to-use dashboard that enables the business’ sales team to re-engage the customer and call back while the opportunity is still potentially savable. To ensure visibility and accountability that the identified missed opportunities are being followed up on as merited, Marchex Sales Rescue also tracks and reports on sales performance and success rates.

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