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Optimizing our marketing and sales funnels through Invoca is a major contributor to the success we've been seeing — we recently increased the number of customer accounts that marketing generates by 76% year over year.
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Industry-leading call tracking
Invoca call tracking for retail businesses captures the caller’s information and the marketing channel, ad, keyword search term, website interaction, and other sources that drive each call. Make automated, in-the-moment optimizations to your campaigns to reduce wasted spend and ensure that every last cent of your media budget delivers measurable results whether your business has one location, a contact center, or multiple locations.
The AI messaging agent that turns conversations into customers
Meet the first two-way SMS AI messaging agent that connects the full buyer journey to turn conversations into sales. Engage shoppers instantly with tailored product suggestions, promotional offers, and helpful answers based on their cart or browsing data. Keep customers moving toward purchase when staff are busy or traffic surges, and tie every chat, phone conversation, and digital interaction to marketing sources and conversions for full ROI visibility.
Efficient dynamic call routing
Invoca makes it simple for retail businesses to seamlessly route calls to the right place. Dynamic routing enables you to automatically detect the location, line of business, product interest, and more to route calls to the appropriate retail call center agent or location immediately, without the caller needing to use keypress options. Dynamic routing can even be set up to use more than one factor, like product interest and location, to route the caller to the right person for the best possible experience.
Simple IVR setup
Easily build your own custom IVRs to allow inbound callers to select how they should be routed. Businesses with multiple locations can automatically route calls to the best store and include a different customized caller experience for each location. And when your customer’s needs change, you add locations or services or change hours, you can easily make changes to the IVR yourself.
Automated call scoring and quality assurance
Spend less time spotting call handling issues and more time solving them with automated QA and call analytics for retail companies. Harness the power of AI to automatically analyze 100% of the sales calls each location receives and quickly identify interactions that need review and sales agents that need coaching. You can monitor how every salesperson and location is performing, get alerts when call handling issues occur, and quickly dive into specific calls for review without waiting because call recordings, transcripts, and call scores are available immediately after calls end.
Security and compliance without compromise
Businesses trust Invoca because of our commitment to data security, privacy, and compliance.
- HIPAA, SOC 2 Type 2, and GDPR compliant.
- PCI DSS Certified, Privacy Shield, and TRUSTe certified.
- Supports two-factor authentication and SAML.
- Controls for call recording, data redaction, and data access.
Learn more about retail call tracking and covnersation analytics
Retail Call Tracking FAQs
What is call tracking for the retail sector?
Call tracking for retail businesses is a software solution that captures and analyzes data from customer phone calls to understand which marketing efforts drive these interactions. Invoca gathers detailed information about the caller and their journey, including the marketing channels, advertisements, search terms, and website interactions that led to the call. This data helps retailer marketers track their full ROI, and allocate their budgets to the highest-performing campaigns.
How does Invoca drive more retail conversions?
Invoca helps drive more retail conversions by tracking the channels that are driving the most phone leads, so that marketers can allocate their ad dollars more efficiently. In addition, Invoca has tools to optimize the buying journey, such as intelligent call routing, customizable IVRs, and automated call quality assurance. These features create seamless experiences that boost close rates and build lasting brand loyalty.
How does Invoca improve call routing for retail businesses?
Invoca improves call routing by using the data from digital customer interactions to direct calls to the appropriate agent or department. For example, a customer calling from a support page would automatically be sent to a support representative, rather than a salesperson. This ensures customers are quickly connected with someone who can address their needs, improving service and boosting customer satisfaction.
How does Invoca handle call recording and transcriptions?
Invoca is cloud-based and works seamlessly with your existing telephony to easily record and transcribe calls. Invoca begins recording as soon as the call connects and stays on the call no matter where it’s transferred to. Its proprietary algorithms automatically remove sensitive information from recordings and transcripts, like credit card data. This ensures that marketers and contact center teams can capture deep insights from phone conversations while maintaining data security.
Why do retail businesses trust Invoca?
Retail businesses trust Invoca because the platform is SOC 2 Type 2 and GDPR compliant, as well as PCI DSS, Privacy Shield, and TRUSTe certified. Invoca’s policies and platform security adhere to the latest industry standards, ensuring data accessibility only to authenticated users. In addition, Invoca stores its data locally in US or EU data centers, and secures access via two-factor authentication and SAML which further guarantees the protection of sensitive information.
Visit Invoca’s data privacy and security page to learn more.
