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 -
Internation SEO question
I have a domain in the UK with ccTLD ending in ac.uk our website is www,metfilmschool.ac.uk and it ranks really well in the UK, we also own metfilmschools.com and we want to improve our SEO in the USA? Should I use the ccTDL domain and create a subdomain or should I use the .com domain? Also. because both sites are in English what are the best practices not to duplicate content and avoid being penalized by Google? Thanks Cassio
Local SEO | | cptrevisani0 -
How can I make a compelling financial forecast on how SEO will bring tangible value?
Hi all, I am currently doing keywords research and matching it to our sales data. With an input of resources, do you know if there is a good way to create a growth forecast as a result of SEO investment? How do I work out a strategy and align it to a compelling financial forecast? Your experience on this will be super helpful! Many thanks, Eric
Local SEO | | Eric_S1 -
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 -
Creating SEO Time Management Strategy
Hey Mozzers! Everything nowadays is automated- social media, content calendars, etc.. I am trying to get more organized with my time so that I can make sure each client is getting a fair amount of work, but this can be tough as one person managing 20 various campaigns; it leaves little time for connecting with influencers and finding those organic connections for link building. I was recently watching an old WBF 'Building a Monthly SEO Action Plan' and it missed the mark a bit on what I was hoping for. I was wanting Rand's time and what he prioritizes; reporting, link building, content refinement... What SEO time management strategy have you found useful? How do you break down your time each month/per campaign? Thanks!!!
Local SEO | | localwork0 -
Local Search - Google Mobile Results (Web&App)
Hi, I have a client with multiple locations. One of the locations manager is searching for branded and non-branded keywords on his mobile phone and not able to locate the business (within the parking lot of the location). Our ranking reports via a local search platform and manual checks indicate the location is actually ranking well. and we're seeing progress in GA. Has anyone deal with something like this before? This is a location that recently opened to the public. The concern is around mobile web and app results. I'm looking for some guidance around how to approach the situation. I'm sorry I cannot provide more details on the client.
Local SEO | | burnseo0 -
2 Word EMD's - Good of bad for SEO
Hello Again Moz Folks, I have a domain: www.edmontonweb.ca
Local SEO | | Web3Marketing87
It is currently on page 2 and I'm trying to figure out ways to improve its ranking. Because it is an EMD, I considered forwarding it to www.launchwebdesign.ca Considering there is existing Domain Authority on edmontonweb.ca, is this a good move?
Would forwarding the domain transfer DA to launchwebdesign.ca? Thanks, Anton0