Why do SMB owners want more calls as a result of SEO, but don't answer 62% of them?
-
Working mostly with SMBs for 8 years now, we have gradually developed the notion that small business owners are hard to reach by phone. Our Customer Service agents spend hours unsuccessfully trying to reach business owners. If a potential customer calls the business, they'll have to face the same outcome. This means missed opportunities for both parties. Needless to say, one of the most important KPIs in local SEO is the number of generated phone calls...but no one's there to answer.
We wanted to dig deeper into the matter, so we did a small study with 85 businesses. Results show that:
- 37.8% of calls are answered by a person.
- 37.8% of calls are answered by an answering machine, where no actual conversation (nor conversion) is possible, so we treat these calls as unanswered.
- 24.3% of calls are unanswered.
We also gathered a list of possible solutions to the problem, but what we really need to know is WHY do business owners neglect such an important part of their business? And what resolutions can you think of?
-
Okay, thanks for that.
-
Thanks, Christy! Sorry if we caused any trouble.
-
Sorry about that. I understand it has already been moved to the right section by another user.
The article was submitted to YouMoz before it was published but unfortunately it was rejected. However, we still wanted to discuss the issue with other professionals, so we started this thread.
Do you think we should add a short list of the possible solutions now that the link to the full article is gone?
-
We are totally aware of that, thanks.
-
Hi there! I have removed the link in your original post, and left it published here in the forum as a discussion question. For details, please refer to the email I just sent you.
Christy
-
This is Q&A, not a signpost for articles.
It looks pretty interesting. Why don't you write it up and submit it to YouMoz.
-
Link here is nofollow FYI.
Got a burning SEO question?
Subscribe to Moz Pro to gain full access to Q&A, answer questions, and ask your own.
Browse Questions
Explore more categories
-
Moz Tools
Chat with the community about the Moz tools.
-
SEO Tactics
Discuss the SEO process with fellow marketers
-
Community
Discuss industry events, jobs, and news!
-
Digital Marketing
Chat about tactics outside of SEO
-
Research & Trends
Dive into research and trends in the search industry.
-
Support
Connect on product support and feature requests.
Related Questions
-
Local Site stuck on page 2 for years. Can’t penetrate page 1! Help!
Hey there Moz community! This is the first time I've ever asked a question here so please forgive if I slip up on any etiquette. I manage a website for a small Orlando Florida family law and divorce law firm who are targeting search phrases that include those "Orlando divorce attorney" variants. The site is located at https://www.affordablefamilylawyer.com/ If you run a search for "Orlando divorce attorney" along with close variant search terms our law firm website for about the past two years has hovered at the top of the second page of google but has never actually penetrated page 1. When you examine metrics such as page authority, domain authority, trust, and other traditional metrics it tells you that our site should be on page 1 but alas it's not happening. We have, however been featured quite often in the three pack for the local listings for the target search terms. Though valuable, our goal has always been to be featured in the top three of the organic search results. To add to the confusion we have a practice area page located at https://www.affordablefamilylawyer.com/orlando-divorce-lawyer/ dedicated to divorce and expected that page to rank for these divorce attorney search terms but it will not rank for the search terms and instead our homepage ranks for them every single time regardless of how we swap around the optimization on the page. Never had any manual actions. any help you guys can offer is greatly appreciated and I really appreciate your time!
Local SEO | | Seanthewood1230 -
Local SEO for a business serving multiple small cities
We have a local business that has a showroom in one city, and serve other 5 different small cities (in total 6 small cities). Search volume for the targeted keyword is very low (around 100 each plus minus) with a variety of competition levels. The product is expensive so this justifies the low search volume with a serious user intent.
Local SEO | | Nadiamo44
My question is given the low search volume for each keyword, what would be the best local SEO tactic for this. The website has a DA of 20 with competitors who has similar and higher DAs. Options I am considering: 1. Create unique pages for each location with unique content (no address available so I will have to use a city name postcode)
2. Create pages with the same content (but changing the area of service on the URL, H1 and mention the postcode and the radius of coverage twice in the content) and using a canonical tag to solve the duplicate issue.
In this scenario, I will create the main product pages with the address of the showroom, and mention the area of service covered for the other 5 cities.
3. Given that the 6 cities are part of a greater area, use the greater area to target them all. The keyword of the greater area has a lower search volume than the city keyword. This might work for keywords with low competition but not for ones with high competition levels. Not sure how well search engines will rank the keywords that include the greater area and show the pages for searches in small cities. Any advice on which option to go with or any recommendations for other solutions?0 -
Is there a benefit SEO and ranking-wise in putting a free SEO audit tool on your homepage?
Hi everyone, I work for a digital marketing agency in Australia. Our team noticed some businesses similar to ours use a free SEO Audit tool on their homepages. We are considering having one as well but, but want to know how it would benefit us. Will adding this tool on our home page help us rank better in Google? If yes, can you please tell us how? Thank you.
Local SEO | | nhhernandez0 -
To Keep My Company's CO.UK Page Or Redirect It...
Hi Moz'ers - I have a question... Just to set the stage, we're a small recruiting firm, with an even smaller marketing department. I'm essentially a one man wrecking crew and don't have a ton of extra time. That being said, I know that page rank (and local office rank) are critical to our inbound lead generation, so I'm willing to invest some of my time into doing it right. The issue I'm having is ranking high as a local business in Austin, New York, San Francisco, and London, UK (to name a few). So far I've solved this through building dedicated subpages on our .com site and link building key word anchor text towards those pages. The only page that's not really gaining traction is our London page. So I decided to clone (most of) the site, tweak the text (to try and avoid dup text), and try and get that page to rank. I'm also having it hosted on a local server, have it using a local domain address suffix (co.uk), using local hreflang (on our .com site), created dedicated web 2.0 sites, and done my best to do some link building. The problem I'm facing is crapy local ranking, and limited bandwidth to maintain two sites. Should I: A) Scrap the co.uk site and focus on the .com (and subpages)
Local SEO | | bettsrecruiting
B) Keep the co.uk domain, and just redirect the URL to our .com page
C) Keep the co.uk domain, send all links from the home page to the relevant page on our .com page, and set up 301 redirects for all other relevant pages.
D) Hire someone to clean up, rewrite, and upkeep the co.uk site because it has the most SEO value in the long run and is the only way I'm going to be able to rank locally in London. What are your thoughts? Thanks in advance! Tim Our European Site - http://bettsrecruiting.co.uk/
Our US Site - http://bettsrecruiting.com/0 -
Community Discussion: When The 'Coupon Drawer' Is More Influential Than Your Best Friend ...
Howdy To Our Super Community! When I was a kid, I was always fascinated by ladies who spent hours combing through newspapers and mailers, clipping coupons to put in a coupon drawer for future shopping excursions. It seemed like a lot of trouble to go to in order to save a a few bucks, especially given that I grew up in an era that still boasted a pretty stable middle class, but, it turns out, those ladies of yore were really onto something. A recent survey by Bazaarvoice and CMO Council found that coupons and discounts drive way more return/loyalty business amongst modern shoppers than any other factor, including recommendations from family and friends and paid advertising. Another survey by ROTH and Research Now discovered that 70% of millennial moms sought and downloaded mobile coupons while doing their shopping chores. There are a couple of facets of these findings that should interest any e-commerce business or local retailer. We've learned from a variety of studies that it can cost up to 7x more to earn a new customer than to retain an existing one, making loyalty programs smart business. Meanwhile, publications like the Wall Street Journal have made it clear that, in the U.S., the middle class is no longer the majority. These two factors seem to lend themselves to an important discussion for our community here at Moz, and in the marketing world at large. What is driving 70% of young mothers to use mobile coupons, as per the above study? Is it tight budgets, the love of a deal, pride in outsmarting 'the system' with a little extra effort? Is your company using coupons? Which ones have you seen convert most highly? Is there some element to them you've discovered to be a real winner? Interestingly, price is repeatedly cited as a minor factor in customer complaints, and yet, I've personally seen discounts/sales drive business like mad in both e-commerce and retail settings. Just how powerful is the love a deal? I would love it if you'd contribute your coupon/discount savvy to a discussion here, to help our community better latch onto this massively powerful influence. What are your thoughts and first-hand experiences?
Local SEO | | MiriamEllis2 -
Local Seo Start Up?
Hi I've recently started a Web design and Local SEO business in the UK and would love some advice on best practices and resources to do best by my clients. The last thing I want to do is get their site banned or penalised by Google. In the past I have used article marketing to get 100s of backlinks but I understand it isnt that simple anymore.I might add that I always did SEO for my own sites, never offered it as a service to others. So, I'm less reluctant to take chances. From looking at the competition in the local market I won't have to get too many backlinks to outrank most other companies. Just need to get the right good quality links. I am fairly experienced with onsite SEO. ANy advice or relevant resources would be greatly appreciated.
Local SEO | | malkeenan0 -
Does this tactic fall into the Local SEO best practice?
Hi Mozzers, I have a client who serves the entire San Francisco bay area but has only one physical location. He asked me if he should get different addresses by renting out offices in different cities so he could use that for a better localization of his business. Thanks for letting me know!
Local SEO | | Ideas-Money-Art0
