<p>It grants insight into digital campaigns and enables businesses to measure their&nbsp;<a href="https://dexatel.com/blog/sms-marketing-roi/">marketing ROI</a> (return on investment) with precision. Performance marketers use this conversion tracking technology to learn which online channels generate the most calls from customers.&nbsp;</p>

<h2>How Does Call Attribution Work?</h2>

<p>Phone call attribution uses dynamic number insertion (DNI) technology to tie a unique number to each channel. This technology makes use of a JavaScript snippet that sets a phone number by picking one from a list of trackable numbers. This gives marketers the ability to link phone leads to keywords, campaigns, or advertisements that they used to generate a particular engagement.&nbsp;</p>

<p>Marketers may attribute calls at the level of sessions, campaigns, or visitors. Call attribution tracks the profile data of any user who calls the phone number shown on an ad or web page. The business will then integrate this data with other marketing programs to figure out what takes place online and offline, allowing them to drive call conversions.&nbsp;</p>

<h2>Who Uses Call Attribution?</h2>

<p>Digital marketers in every business and industry make use of call attribution software. This includes the Fortune 1000 and other multinational companies where phone calls are a key aspect of customer engagement. Both internal marketing teams as well as agencies generate thousands of phone calls per week via digital sources. Attributing those calls allows them to optimize their strategies.&nbsp;</p>

<h2>Types of Call Tracking Attribution</h2>

<h3>Session-Level Attribution</h3>

<p>Call attribution at the session level shows all the touchpoints within the user session that generated a phone call. This real-time insight helps businesses know how their website visitors are interacting with their ads and web pages, and the impact these factors have on call behavior. It also provides sales reps with valuable caller information and context.</p>

<p>Pros:</p>

<ul>
	<li>
	<p>Access to granular details down to the keyword</p>
	</li>
	<li>
	<p>A clear picture of customer activity</p>
	</li>
	<li>
	<p>Ability to customize the parameters for tracking</p>
	</li>
	<li>
	<p>Scalability through DNI</p>
	</li>
</ul>

<p>Con:</p>

<ul>
	<li>
	<p>Limited view of customer engagement&nbsp;</p>
	</li>
</ul>

<h3>Campaign-Level Attribution</h3>

<p>The most basic model of call tracking attribution is at the campaign level. It involves tying a phone number to search campaigns,&nbsp;<a href="https://dexatel.com/blog/mobile-affiliate-marketing/">affiliate marketing</a> partners, agencies, event collateral, and more. Campaign-level attribution only makes sense when a business needs to see an individual campaign that results in a phone call.&nbsp;</p>

<p>Pros:&nbsp;</p>

<ul>
	<li>
	<p>Easy to set up</p>
	</li>
	<li>
	<p>Easy to measure and attribute calls</p>
	</li>
</ul>

<p>Cons:</p>

<ul>
	<li>
	<p>Limited view of customer journey</p>
	</li>
	<li>
	<p>Inconvenient when running numerous campaigns</p>
	</li>
	<li>
	<p>Lack of insight into keywords and other granular data</p>
	</li>
</ul>

<h3>Visitor-Level Attribution</h3>

<p>Call attribution at the visitor level is the most comprehensive form, tracking a visitor throughout their whole journey with a brand. It grants complete visibility, which allows marketers to see how a phone call goes into the entire&nbsp;<a href="https://dexatel.com/blog/customer-engagement/">customer engagement</a>. Besides accounting for all visitor touchpoints, this attribution model gives businesses the ability to use the insights in their remarketing strategies.&nbsp;</p>

<p>Pros:</p>

<ul>
	<li>
	<p>View of entire context of visitor engagement</p>
	</li>
	<li>
	<p>Access to engagement history</p>
	</li>
</ul>

<p>Con:</p>

<ul>
	<li>
	<p>Requires integration of call tracking platform with other marketing systems&nbsp;</p>
	</li>
</ul>

<h2>Importance of Call Attribution</h2>

<h3>Taking Advantage of Conversions</h3>

<p>The aim of digital marketing is to drive conversions, which include phone calls. Optimizing for what generates those calls gives businesses the opportunity to benefit from qualified leads and retain customers while doing so. Call attribution proves to be integral for marketing agencies in this regard.&nbsp;</p>

<h3>Knowing Which Landing Page Is the Most Effective</h3>

<p>When it comes to digital marketing efforts, split testing for landing pages is a standard operation. But for split testing to be successful, a marketer must know which variations drive conversions most effectively. This means providing click-to-call CTAs on your web pages and measuring results.&nbsp;</p>

<h3>Calculating the True Return on Investment</h3>

<p>It&rsquo;s crucial to have an accurate image of how many phone calls a digital marketing campaign produces, in addition to the result and quality of those calls and the effect they have on revenue. Without it, the return on investment data may be incorrect, and the business may struggle to defend its&nbsp;<a href="https://dexatel.com/blog/marketing-budget/">marketing budget</a>.&nbsp;</p>

<h3>Getting Credit for Leads and Revenue</h3>

<p>Whether a marketer is running digital campaigns for an internal team or an agency, proving the value of their campaigns is crucial. To show the influence they have on the business, they&rsquo;ll need to get credit for the calls and sales they generate through their mobile programs.</p>


Call attribution is a method of tracking calls by linking phone numbers to advertisement sources such as campaigns and keywords.

Call attribution is a software that digital marketers use for the purpose of linking phone numbers to campaigns, keywords, and other advertisement sources.

Call attribution is a form of conversion tracking technology that gives digital marketers insight into their campaigns and optimize their strategies.

Call Attribution - Dexatel Glossary 

Call Attribution

<p>Also referred to as audience segments, these subgroups are based on common characteristics and preferences. Businesses use these market segments to come up with targeted campaigns, deliver tailored communications, and develop stronger connections with customers. Segmentation is key to maximizing the potential of a targeted marketing strategy.&nbsp;</p>

<p>Benefits of segmenting target audiences include:</p>

<ul>
	<li>
	<p>Providing competitive advantage</p>
	</li>
	<li>
	<p>Building customer loyalty</p>
	</li>
	<li>
	<p>Driving<a href="https://dexatel.com/blog/customer-engagement/"> customer engagement</a></p>
	</li>
	<li>
	<p>Boosting conversion rates</p>
	</li>
	<li>
	<p>Discovering new leads</p>
	</li>
</ul>

<h2>How to Segment Audiences</h2>

<h3>Collect Reliable Data</h3>

<p>The first step of target audience segmentation involves gathering recent and reliable data. Many third-party data sources help businesses form a realistic image of their particular market, competition, and potential customer base. Having a clear idea of what data to collect is a key part of this phase. Since industry and consumer trends are constantly shifting, the data must be as relevant as possible.&nbsp;</p>

<h3>Divide the Market</h3>

<p>Regardless of how unique customers may be on an individual level, it&rsquo;s always possible to identify patterns among groups. Spotting these commonalities helps in creating market segments and customizing the communication for each. One proven audience segmentation strategy is to create a persona or a customer profile that combines these shared characteristics. This makes it easy for companies to pinpoint trends, patterns, and insights that allow them to launch clever<a href="https://dexatel.com/blog/sms-marketing-campaign/"> marketing efforts and campaigns</a> and attract valuable customers.&nbsp;</p>

<h3>Define the Competitors</h3>

<p>Knowing who the competitors are and understanding them is an essential part of audience segmentation. It gives a clear perspective of what a company&rsquo;s products or services are competing against and the segmentation strategies it takes to match up. It may be possible that one subgroup is well covered by the competition while another group hasn&rsquo;t been served yet. Being aware of such details enables a business to determine which market segment is the most profitable to tap into.&nbsp;</p>

<h3>Apply the Analysis to the Segmentation-Based Strategy</h3>

<p>After analyzing the market and figuring out which market segment has the most potential, the next step involves incorporating those segments into the business plan. Doing so allows companies to predict who will buy their products or services and detect possible peaks and drops in demand. Identifying variables that set one subgroup apart from another is key to getting familiar with the market.&nbsp;</p>

<h2>Types of Audience Segmentation&nbsp;</h2>

<h3>Demographic Segmentation</h3>

<p>The most common type of target audience segmentation is the demographic method. It involves sorting audiences according to clear-cut attributes such as age, gender, income level, and job type. The reason why demographic segmentation is popular is that it is the easiest and most effective. Combining this tactic with others allows for a more granular approach.&nbsp;</p>

<p>For example, a first-time homebuyer in their twenties will have different needs than a retiree shopping for kitchenware. Both groups would be lucrative for a home goods store. However, segmenting<a href="https://dexatel.com/sms-marketing/"> text marketing</a> campaigns by age allows the business to approach each demographic directly and address their needs separately.&nbsp;</p>

<h3>Behavioral Segmentation</h3>

<p>Businesses use this type of segmentation to distinguish subgroups on a deeper level. This means observing what people buy, how often they buy, and why they buy certain products or services. Factors such as the audience&rsquo;s search history, purchase history, and other habits come into play when compiling a customer profile that shapes the company&rsquo;s marketing strategy.&nbsp;</p>

<p>An audience segmentation example that uses this method is when an<a href="https://dexatel.com/industries/ecommerce/"> eCommerce retailer</a> is having a sale on gaming headsets. The company can segment customers who have been on the website since the beginning of the sale and looked at a certain headset page. Sending that segment a special incentive to buy now would encourage them to take the offer since the seller is tailoring it to their interest.</p>

<h3>Psychographic Segmentation</h3>

<p>A more advanced tactic is segmenting audiences based on psychographic data such as values, opinions, lifestyle, and activities. Unlike behavioral segmentation, this method targets the motivation behind a behavior rather than the behavior itself.&nbsp;</p>

<p>Psychographic segmentation is important when building a brand as it helps in forming connections with current and prospective customers. One way to obtain psychographic data is with surveys and testing what motivates the customer to make a purchase. For instance, an online store that sells animal-print socks would benefit from knowing if the customer is a cat or a dog person.&nbsp;</p>

<h3>Geographic Segmentation</h3>

<p>This form of target audience segmentation uses data based on location. You may include information about where the customers live or work and sort by areas such as town, state, and nation. Gathering IP addresses when a customer subscribes or collecting billing addresses after they place an order are two ways to obtain geographic information.&nbsp;</p>

<p>A company that sells outdoor activity products, for example, would use geographic segmentation. They may send<a href="https://dexatel.com/sms-alerts/"> SMS alerts</a> about special discounts on ski equipment to customers living in regions where it snows. However, that would not be ideal for audiences who live in places where it&rsquo;s constantly warm and sunny.&nbsp;</p>


Audience segmentation is a marketing practice that aims to identify subgroups within a wider target audience.

Audience segmentation is a marketing tool that businesses use to pinpoint subgroups within a larger audience in an effort to launch targeted campaigns.

Audience segmentation is a marketing strategy where businesses divide their target audiences into groups to launch campaigns based on certain factors.

Audience Segmentation - Dexatel Glossary

Audience Segmentation?

Audience Segmentation

<p>CSAT is typically calculated by asking customers to rate their satisfaction with a particular experience on a scale of 1 to 5, with 5 being the highest level of satisfaction.&nbsp;</p>

<p>The score is often used by businesses to gauge the effectiveness of their customer service and identify areas where improvements can be made. A high CSAT score is indicative of a positive customer experience. A low score may signal a need for changes to be made in order to improve customer satisfaction.</p>

<h2>How Does CSAT Work?</h2>

<p>The customer satisfaction score is typically measured by asking customers to rate their satisfaction with a specific interaction on a scale of 1 to 5. The CSAT metric is then calculated as a percentage of the total number of respondents who gave a positive rating, typically 4 or 5.</p>

<p>For example, if 100 people respond to a customer satisfaction survey and 80 of them give a positive rating, the CSAT score would be 80%. This metric helps identify areas of strength and weakness in the customer experience, as well as track changes in satisfaction over time. Moreover, it is a valuable tool for businesses looking to<a href="https://dexatel.com/blog/customer-engagement/"> improve customer engagement</a>, satisfaction, and loyalty.</p>

<h2>Why Do Businesses Measure Their Customer Satisfaction Score?</h2>

<h3>1. To Get A Better Overview of the Customer Experience</h3>

<p>Measuring CSAT provides valuable feedback on the overall customer experience, allowing businesses to identify areas of strength and weakness. The information that you can learn through survey data can be used to make improvements to the product or service and the customer service experience.</p>

<h3>2. To Increase Customer Loyalty</h3>

<p>Doing this can help businesses retain customers and increase loyalty. Satisfied customers are more likely to continue doing business with a company and recommend it to others, which can lead to increased revenue and growth. You can launch<a href="https://dexatel.com/blog/loyalty-sms/"> loyalty programs with SMS</a> in an effort to increase your CSAT score.</p>

<h3>3. To Adjust Their Strategies and Policies</h3>

<p>Tracking CSAT over time can help businesses gauge the effectiveness of changes made to improve the customer experience. By comparing scores before and after implementing changes to their<a href="https://dexatel.com/"> business text messaging</a> strategies, companies can see if their efforts have had a positive impact on customer satisfaction.</p>

<h2>Why Do CSAT Scores Matter?</h2>

<h3>1. Identify Areas of Strength and Weakness</h3>

<p>Measuring CSAT helps businesses identify areas where customers are most satisfied and areas where improvements can be made.</p>

<h3>2. Retain Customers</h3>

<p>By making improvements to areas identified by CSAT, businesses can improve the customer experience and retain customers who may otherwise have gone elsewhere.</p>

<h3>3. Differentiate from Competitors</h3>

<p>A high CSAT score can be a competitive advantage, as it shows that a business is committed to providing excellent customer service and a positive experience.</p>

<h2>What Is A Good CSAT Score?</h2>

<p>A good CSAT score is one that indicates a high level of customer satisfaction. However, what constitutes a &quot;good&quot; score can vary depending on the industry, company, and specific context.</p>

<p>In general, a CSAT score of 80% or higher is considered good, as it indicates that the majority of customers are satisfied with their experience. But, some industries may have higher or lower benchmarks for what is considered a good score. For example, the telecommunications industry may have lower benchmarks due to the higher volume of customer interactions and the potential for technical issues.</p>

<p>It&#39;s also important to note that a CSAT score should be evaluated in conjunction with other metrics, such as customer loyalty and retention rates, to get a more comprehensive understanding of the customer experience. A high CSAT score may not necessarily translate to high loyalty or retention if other factors, such as pricing or product quality, are not satisfactory to customers.</p>

<p>While a CSAT score of 80% or higher is generally considered good, businesses should also consider industry benchmarks and other metrics to get a more complete picture.</p>

<h2>How To Improve Your CSAT Score</h2>

<h3>Gather Feedback</h3>

<p>Collect feedback from customers with<a href="https://dexatel.com/sms-marketing/"> text message marketing</a> through CSAT surveys, reviews, and other channels to identify areas for improvement.</p>

<h3>Respond to Customer Feedback</h3>

<p>Respond to feedback promptly and address any issues or concerns raised so the customer feels like they&#39;re being heard.</p>

<h3>Train Your Team</h3>

<p>Provide training to your team to ensure they have the skills and knowledge needed to provide excellent customer service.</p>

<h3>Personalize Interactions</h3>

<p>Personalize interactions with customers by using their names and addressing their specific needs and concerns. You may even use<a href="https://dexatel.com/blog/marketing-sample-text-messages-to-customers/"> sample messages for customers</a> so you don&rsquo;t have to write the same text over and over again.</p>

<h3>Improve Communication&nbsp;</h3>

<p>Ensure that your communication is clear, concise, and timely, so your response rates increase along with customer satisfaction levels.</p>

<h3>Set Realistic Expectations</h3>

<p>Set realistic expectations for the customer journey so they know what to expect from your product or service. Don&#39;t forget to deliver on those promises in the long term.</p>

<h3>Offer Proactive Support</h3>

<p>Provide proactive support by anticipating customer needs and offering solutions before they ask for help.</p>

<h3>Use Technology</h3>

<p>Use technology to improve the customer experience. Use<a href="https://dexatel.com/blog/sms-chatbot/"> SMS chatbots</a>, integrate the<a href="https://dexatel.com/whatsapp-business-api/"> WhatsApp Business API</a>, opt for self-service portals, and take advantage of<a href="https://dexatel.com/blog/crm-marketing/"> CRM marketing</a>.</p>


A CSAT (Customer Satisfaction Score) is a metric used to measure customer satisfaction with a product, service, or experience. 

The CSAT, or Customer Satisfaction Score, is a method of measuring customer contentment with a product, service, or encounter.

A CSAT score is evaluated by asking customers to grade their satisfaction using a scale of 1 to 5, with 5 indicating the highest level.

CSAT Score - Dexatel Glossary

CSAT Score?

CSAT Score

<p>With attribute-based routing, traffic can be routed according to criteria such as the type of service being requested, the time of day, the location of the user, or the user&#39;s identity. This allows for a more flexible and efficient telecommunications network.</p>

<h2>&nbsp;</h2>

<h2>How Attribute-Based Routing in Contact Centers Works</h2>

<p>Attribute-based routing in contact centers is a type of routing that is based on specific characteristics of a customer, such as their location, time of day, or type of inquiry. This type of routing can be used to improve customer service by matching them with the best possible agent for their needs.&nbsp;</p>

<p>&nbsp;</p>

<p>Matching the customer with the right type of agent can help improve the overall customer experience. This type of routing can also be used to route calls to different locations, such as a call center in a different time zone or an agent who speaks a different language.&nbsp;</p>

<p>&nbsp;</p>

<p>You can set up attribute-based routing manually or automate using a software system. Automated systems can be more accurate and can route calls more quickly, but they may require more upfront investment.&nbsp;</p>

<p>&nbsp;</p>

<h2>When to Use Attribute-Based Routing</h2>

<p>There are a few different scenarios when attribute-based routing in call centers can be used. The following are the most common cases.</p>

<h3>1. When Callers Need to be Transferred to a Different Department or Agent Type</h3>

<p>By routing calls based on caller attributes, call centers can ensure that calls are transferred to the most appropriate department or agent type. This can help reduce transfer rates and improve customer satisfaction.</p>

<h3>2. When They are Calling from Different Geographical Locations</h3>

<p>Call centers can guarantee that calls from different geographic locations are routed to the best-suited agent. This might shorten wait times and increase client satisfaction.</p>

<h3>3. When Calls Need to be Routed to Agents With Specific Skill Sets</h3>

<p>Contact centers can make sure that calls are directed to agents with the most suitable skill set by routing calls based on caller attributes. By doing this, callback rates and first-call resolution rates can see an increase.</p>


Attribute-based routing is a technique for routing telecommunications traffic based on the attributes of the traffic rather than on traditional destination-based routing.

Attribute-based routing is a technique that allows traffic to be routed based on the service type, time, user location, and more.

Attribute-based routing allows traffic to be routed according to the type of service being requested, time of day, location of the user, and more.

Attribute-Based Routing - Dexatel Glossary

Attribute-Based Routing?

Attribute-Based Routing

<p>It allows organizations to reinforce their authentication processes for the services they provide. Authentication tokens enable internet users to enter apps, websites, APIs, and other services without the need to type in their usernames and password every time. Once the user logs in the first time, the system generates a token and shares it with other platforms that are connected to the account.&nbsp;</p>

<p>&nbsp;</p>

<p>Authentication tokens consist of three components:&nbsp;</p>

<ol>
	<li>
	<p>Header</p>
	</li>
	<li>
	<p>Payload</p>
	</li>
	<li>
	<p>Signature</p>
	</li>
</ol>

<p>&nbsp;</p>

<p>The header outlines the type of token and the signing algorithm. The payload defines the issuer of the token and its expiration details on top of providing information about the user. As for the signature, it is responsible for verifying the authenticity of the token in delivery.&nbsp;</p>

<h2>What Is Token-Based Authentication?</h2>

<p>Token-based authentication refers to a protocol that creates encrypted security tokens. It allows users to validate their identity on apps or websites before generating a unique authentication token. With that token, the users will have access to the protected web pages for a specific period without having to provide their login credentials.&nbsp;</p>

<p>&nbsp;</p>

<p>This <a href="https://dexatel.com/blog/passwordless-authentication/">passwordless process</a> is a significant improvement from traditional ones, which tend to be insecure as they are user-generated and prone to hacking. Password-based systems involve entering login credentials for every visit and can be frustrating as well as a waste of time. On the other hand, the token-based approach requires the user to remember only one strong password.&nbsp;</p>

<h2>Token-Based Authentication Steps</h2>

<ol>
	<li>
	<p>Access request: The user signs in to a website with their username and password, prompting the system to send an access request to a server.&nbsp;</p>
	</li>
</ol>

<p>&nbsp;</p>

<ol>
	<li>
	<p>Verification of credentials: The server validates the login credentials to confirm whether to grant access to the user.</p>
	</li>
</ol>

<p>&nbsp;</p>

<ol>
	<li>
	<p>Token submission: The server creates a signed and secure authentication token valid for a limited period.</p>
	</li>
</ol>

<p>&nbsp;</p>

<ol>
	<li>
	<p>Token storage: The user&rsquo;s browser retrieves the token and stores it for future visits to the website.</p>
	</li>
</ol>

<p>&nbsp;</p>

<ol>
	<li>
	<p>Token expiration: The token stays active until the user signs out or leaves the server.</p>
	</li>
</ol>

<h2>How Do Authentication Tokens Work?</h2>

<p>Authentication tokens give users access to a service. But the way they verify a user&rsquo;s identity depends on the type of token, which either comes in the form of hardware or software.</p>

<h3>Hardware Tokens</h3>

<p>A hardware token will validate a user&rsquo;s identity via a physical object. This can be anything from a hard drive to a card. When the user&rsquo;s device recognizes the object, the authentication token goes through and the user gets access to the website.</p>

<h3>Software Tokens</h3>

<p>Software tokens have the same purpose as hardware tokens. The main difference is that they operate via on-device software instead of physical objects. Many utilize a <a href="https://dexatel.com/sms-authentication/">two-factor authentication service</a>, which issue tokens after verifying the user&rsquo;s identity with a second device. Common 2FA methods include sending a code to an email, phone number, or authentication app.</p>

<p>&nbsp;</p>


An authentication token or auth token is a ticket that securely carries information about a user's identity between websites and applications.

An authentication token carries protected user identity information between apps and websites, allowing the users to access those services for a limited time.

Also known as an auth token, an authentication token is a ticket that transmits user credentials to websites and gives users access to them.

Authentication Token - Dexatel Glossary

Authentication Token?

Authentication Token

<p>Arrival alerts enable companies and organizations to keep their customers up to date&mdash;they can be SMS texts, push notifications, or in-app chat. With SMS texting, businesses can send order tracking and transit information in real time. This allows customers to know exactly when they can expect their order to arrive.&nbsp;</p>

<p>&nbsp;</p>

<p>A transportation service like Uber can update customers via SMS by sending them estimates of when the car will arrive. An online retailer would send an <a href="https://dexatel.com/sms-alerts/">SMS alert</a> to a shopper when their order is being processed and another one when it&#39;s out for delivery.</p>

<p>&nbsp;</p>

<p>Much like all voice and <a href="https://dexatel.com/blog/sms-notification/">SMS messaging notifications</a>, arrival alerts get more attention than other channels like email. An added benefit for businesses is that they receive real-time responses. This allows them to automate communications with their audience and enhance the customer experience.&nbsp;</p>

<h2>Benefits of Arrival Alerts</h2>

<h3>Syncing Operations With Those of Customers</h3>

<p>By sending arrival alerts, businesses can synchronize their operations with the customers&rsquo; schedules. Customers would then be prepared for the arrival of their order, saving time for everyone involved.&nbsp;</p>

<h3>Preventing Aborted Operations</h3>

<p>In certain cases, an entire operation might be discontinued if a customer isn&rsquo;t expecting their order&rsquo;s arrival. For example, the customer might not have the payment ready. Sending arrival notifications can reduce the chances of aborted operations.&nbsp;</p>

<h3>Improving Quality of Service</h3>

<p>Timely arrival alerts indicate quality service and a strong organization. This helps in improving the customer experience and enhancing the reputation of the company.</p>


An arrival alert refers to a message that a business sends to a certain customer, informing them when to expect their product or service.

An arrival alert is an SMS, push notification, or in-app chat that a business sends to a customer to announce the delivery of a product or service.

An arrival alert is a message sent by a business to a customer via SMS, push notification, or in-app chat, announcing the arrival of a product or service.