Three hundred attendees, 150 CEOS, 200 companies, and 75 countries will converge on June 20th-23rd, in South Beach, Miami, when The Global Online Classifieds Summit brings together the smartest minds in the business. iovox is a proud sponsor, and in addition to CEO Ryan Gallagher, we will have leaders from our EMEA and Americas sales team at the event.
iovox has earned its reputation as a global leader in marketplace call analytics by delivering exceptional service to Zoopla, PagesJaunes, Auto Trader UK, L’Argus, PAP, Ouest-France, and many others.
“Impressed at the ease and speed of the implementation, the only thing we needed to do was add the iovox Enterprise telephone numbers to our website. If we ever have any questions the iovox support team is on hand to help immediately. I am always impressed with iovox’s receptiveness and their drive to constantly improve and innovate their service offering.”– Jan Bilton | Head of Customer Service, Zoopla
In this blog, we share some of the knowledge we’ve gained over the years in providing call analytics to marketplace companies, while introducing you to some of our amazing team members. We’d love to meet with you in Miami, but if you can’t make it, please send us a note or give us a call at 1 (888) 369-9519.
iovox EMEA Team Attending Global Classifieds Summit
Wyem Dardouri, EMEA Sales Director
1. Tell us a little about your role and time with iovox.
I joined the iovox team 7 years ago. It has been amazing to be part of such a great team, and to see the expansion of our sales activities. I am now Sales Director for the EMEA market, based in our London HQ offices.
2. In your experience, what makes iovox stand out from the competition, and in the Marketplace category specifically?
I would say our expertise. iovox has worked with leading marketplaces for over 10 years. We know that the largest amount of leads for marketplaces is via the phone (between 60 to 80% of phone leads vs email leads for property & car dealer’s marketplaces).
The phone is the most efficient channel to convert leads to real opportunities. We’ve learned a lot via our experience, but we’ve also shared a lot of our learning with our customers. We know what works and what doesn’t, and are happy to help our clients in their strategy. We are providing not only a solution, but have a consultative approach, which is very important as our solutions are real proof of ROI to our customers.
3. How does the conversation usually start when talking to companies about solving their business needs?
Every company is different. However, one of the main goals for every marketplace is to generate more quality leads for their advertisers, making sure they understand fully the value generated thanks to their portal. To keep a good retention rate, brand awareness is vital.
Those pain points are usually common to many marketplaces and that’s where our experience can help. That’s a few of the subjects we start with, nevertheless there are always other areas which are more specific to each of the marketplaces and where we are happy to assist with.
4. What features do marketplaces need, but are often overlooked?
Sometimes, marketplaces don’t display a phone number directly on their ads. Usually, the main reason for this is they have trouble tracking the channel, especially if they have a performance model. For this reason, they will add additional steps on their portal – such as a form to fill, or a “click to reveal” phone number. Adding these additional steps will always add ‘friction’ and reduce the number of leads generated.
We know, and have proven that “click to reveal” is not an accurate or compelling option. On average, 10 clicks result in between four to seven real calls.
Having a trackable phone number is the only accurate way to get the full understanding of the lead generation. As much as we have a full understanding of what’s happening online (clicks, visits, etc.). Why don’t businesses also get all the information regarding phone leads? iovox answers that question for marketplace companies.
5. Does any particular feature have to be used (i.e. – call recordings, email notifications for missed calls or voicemails)?
I think one of the most efficient features is also one of the simplest; the call whisper. That is the brief audio message heard by the caller and/or advertiser before the call connection, such as “this call is brought to you by MARKETPLACE NAME”.
Why is this important? Easy answer: Many advertisers won’t log in to your portal to check your lead generation dashboard. The only way for you to make sure they fully understand the value you are generating for them is to play a whisper before the connection, stating your brand name. They will hear it each time and understand that any budget they spend with you is worth it.
Another nice feature, is the email notification for missed calls. This is a brand awareness tool, but also helps your customers avoid missing future opportunities.
6. Tell us a fun fact about yourself!
There are quite a few, but one of the funniest is that during my first two months at iovox, I could barely understand what my British colleagues were speaking about (mainly because of their accents) so I used to ask them to send me an email at the end of each day. Thankfully, my ears started to get used to their accents which opened me up to a new world. 😃
Elena Armas Suárez, Sales Associate
1. What is an example of a successful customer experience? What made it a success?
One of the main reasons why I enjoy being part of the iovox team is that we consider ourselves real partners of the businesses we work with. Therefore, we always strive to offer the best customer experience, which is based on the principles of mutual win and development. For us, providing an excellent service involves becoming a key piece of our partner’s success, improving and evolving alongside it.
2. What is the biggest benefit that marketplace businesses get by tracking their calls?
Today, data is key for business success. However, most companies have very poor visibility over their offline communication data, particularly a channel of communication as important as the telephone. iovox comes in to close that gap and give visibility to all phone activity, making data from all phone calls valuable and actionable.
Call data is even more crucial for industries in which calls are the most important form of communication, and the main source of leads. This is the case of the classifieds industry, where tracking calls allows companies to increase lead generation, prove the value they offer to their customers, and differentiate themselves from their competition.
3. Being new to iovox, what is one lesson you’ve learned from Wyem that you’ve incorporated into how you interact with clients?
Oh gosh, honestly I have learned so much from her that it is difficult to choose one key lesson. I would say that one of the things that has impressed me the most about her work is the dedication she shows to our customers.
She always makes sure that the companies we work with get the most value from our solutions and that we are always helping them improve and develop through innovation. She aims to build a long lasting and trust-based relationship with each of our clients, and it shows in every aspect of her work. This is with no doubt one of the key principles that I have incorporated into my work at iovox.
4. What is one thing people might be surprised to know about you?
There are a few…but among those that can be officially known, people tend to get surprised when I tell them that I can easily take four-hour-long naps. I cannot imagine why.
iovox Americas Team Attending Global Classifieds Summit
Jessica DiCostanzo, Director of Accounts North America
1. Tell us a little about your role and time with iovox?
I recently joined the iovox team as the Director of Accounts for North America. It has been an amazing opportunity to work with and build upon a world class team.
2. In your experience, what makes iovox stand out from the rest (in the Marketplace category specifically)?
Having been in the call tracking industry since 2012, I can say that iovox is indeed unique in the industry. Not only is our platform very flexible with plenty of functionality for marketplaces, but we’ve delivered real solutions to customers all over the globe. Our customers really trust us. In practical terms, we make the call channel actionable for all parties involved in marketplaces – those making the call, those receiving the call, and those focused on lead generation efforts.
3. How does the conversation usually start when talking to companies about solving their business needs?
We listen first, talk second. Our goal is to really understand how the business works and how they measure success. We then work with the customer to shape a solution that helps them make more money and deliver a better service when it comes to phone calls.
4. What features do property portals need that often go overlooked?
Our numbers are callable AND textable – allowing consumers to reach out in whichever manner they feel most comfortable. We take care of making this an easy to manage lead channel.
5. Tell us a fun fact about yourself!
Any spare time I have is spent with animals – I have two dogs, and am an actively competitive equestrian.
Jaclyn Dunt, Business Solutions Advisor
1. What excites you most about joining Team iovox?
I’m new to the team, having been at iovox for just over a month. Not only does iovox have an awesome product, the people here are incredible. I’ve never met a more welcoming and encouraging group. I’m really impressed with the company’s philosophy about truly understanding the business needs of our customer vs. trying to force a feature or technology to fit regardless of the problem. Being in an environment like that, and learning from people like Jessica and Wyem who have been in the industry for a long time is a great opportunity for me personally to grow my knowledge and help our customers.
2. What iovox solutions do you think best fit the marketplace industry?
When it comes to our call tracking solutions for marketplaces, I think the features we offer the customers must solve a real problem. It all goes back to starting with a basic understanding of their business, their goals, their challenges in reaching those goals, and then figuring out where our solutions might eliminate those challenges. It all starts with a discussion and listening.
3. What are you looking forward to at the Global Online Classifieds Summit?
Learning. Both learning what our prospective customers are facing with their businesses, and then learning from our team, which has a lot of experience in the marketplace industry. We have a great story to tell and we’re all excited about team iovox showing up strong in Miami!
4. Do you have any hidden talents?
I don’t know that I have any hidden talents – but I’m not shy about talking someone’s ear off about horses, dogs, traveling, and yoga!
Again, we’d love to meet with you in Miami, but if you can’t make it, send us a note or give us a call at 1 (888) 369-9519.