Category: Business Website

Business Website, Google Ads, Lead Generation, online marketing

How Can Artificial Intelligence (AI) Be Utilized to Help Businesses?

Dipa Gandhi

Artificial Intelligence (AI) is being used more frequently across all types of businesses nationwide in a variety of ways. In this blog, we’ll describe how AI can offer numerous benefits to large and small businesses, helping them improve efficiency, reduce costs, enhance customer experiences, and make more informed decisions through a variety of tools. 

Here are a few of the ways in which AI can assist small businesses:

Chatbots: Many websites that offer services or goods have recently started using AI powered chatbots to provide 24/7 customer support, answer basic, frequently asked questions, and handle routine inquiries, saving time and resources. An example is our 99 Calls’ company website, https://99calls. In the bottom right corner of the website, you’ll see this:

In this example, you’re prompted to answer a few questions, to help us determine how best to help.  Other businesses like to manage a live chatbot that serves as an interactive bot that’ll answer the most frequently asked questions. 

Data Analysis: AI powered tools such as Statistical Analysis Systems (SAS) can analyze previously collected data to predict future trends, helping businesses make informed decisions about inventory, sales, and marketing strategies. An example of this would be when a retail company implements AI to predict future sales trends based on historical data on sales, customer behavior, pricing, and marketing campaigns. The AI algorithms forecast upcoming sales patterns for specific products and time periods. This helps the company optimize inventory, plan marketing strategies, and make data-driven decisions to increase sales and profitability.

Workflow Automation: Small businesses can use AI to automate repetitive tasks such as data entry, invoicing, sending routine emails, and appointment scheduling, freeing up employees to focus on more strategic work. An example of this is the customer onboarding process. When a business signs a customer up for a service, AI-powered software can be set to automatically generate and send personalized welcome emails or emails laying out the next steps. This automation streamlines the onboarding process, reducing manual administrative tasks, and ensuring a consistent and efficient experience for new clients.

Marketing | Advertising | Search Engine Optimization (SEO): AI tools can help small businesses in marketing and SEO through keyword analysis, performance tracking, and content recommendations. Through tools like Google Search Console and Google Analytics, AI can analyze large amounts of data to identify relevant keywords for your industry, recommend content topics based on the keyword, and generate content based on the target keywords. AI can also analyze the existing content to ensure keywords are being used appropriately and effectively for SEO purposes. From Google Search Console, AI can process data to track impressions, clicks, and click-through rates for specific keywords or pages. From Google Analytics, AI can be used to identify patterns and trends to determine which pages are performing well.

Content Generation: Through Open AI-powered tools, content such as Google and Facebook Ad campaigns, social media posts, blogs, and email marketing, and logo design can be easily created, or at least initiated, saving time and maintaining a consistent online presence to enhance your SEO. 

  • ChatGPT / Bard / Jasper / Caktus AI

These four tools are designed to help with generating human-like content, ChatGPT being the most prevalent, and advanced because of its conversational manner. You can learn more about how it can be in SEO from this blog previously written, https://blog.99calls.com/2023/02/07/how-chatgpt-can-enhance-your-seo/

  • DALL-E

This tool specializes in generating images from textual descriptions. For example, it can be used to create a logo for a business based on a description provided by the user.

Lead Vetting: AI-powered Natural Language Processing (NLP) software, can be used to screen all the qualified leads from various sources, reducing the mundane task of manually screening all the leads.  

E-commerce Optimization: AI-driven recommendation systems can boost e-commerce sales by suggesting relevant products to customers. An example of this would be an online retailer such as Amazon. The AI system analyzes customer browsing and purchase history, as well as real-time data on website traffic and user behavior. Using this information, it generates personalized product recommendations for each visitor, such as suggesting clothing items that complement their recent purchases or browsing history. Additionally, the AI system dynamically adjusts pricing based on factors like demand, competitor pricing, and inventory levels to maximize sales and profits. This AI-driven e-commerce optimization strategy enhances the shopping experience, increases customer engagement, and ultimately boosts sales revenue for the online store.

Human Resources / Recruitment: AI tools such as Applicant Tracking Systems (ATS) can help screen and shortlist job applicants, saving time in the hiring process. When job applications are submitted, the AI tool automatically scans and evaluates resumes, identifying candidates whose qualifications closely match the job requirements. It then conducts initial candidate screenings through video interviews, assessing factors like communication skills and cultural fit. This AI-driven recruitment process significantly reduces the time and effort required for initial candidate screening, allowing HR teams to focus on interviewing and selecting the best-fit candidates.


While AI can offer numerous advantages to businesses, it’s important to carefully assess your business’s specific needs and capabilities before implementing AI solutions. Start with small, manageable projects, and gradually expand your AI usage as you become more comfortable with the technology and its impact on your business operations.

Business Website, digital marketing, Lead Generation for Contractors, Online Appointment Booking

SMS Compliance Rules

Devon Osborne

Benefits of Adopting & Consequences of Noncompliance

A2P 10DLC Registration

There have always been rules and regulations regarding sending SMS marketing messages, but there are some new important requirements you may not be aware of. In order to cut down on the number of spam messages, U.S. wireless carriers, the Federal Communications and Commission (FCC), and the Mobile Marketing Association (MMC) are requiring businesses to register their numbers with The Campaign Registry (TCR). Local and toll-free numbers used by businesses to text end users for everything from notifications and surveys to marketing and promotions must be registered. 

What Information Do I Need for A2P 10 DLC Registration?

In order to successfully register your business properly, there are several key pieces of information, including:

  • Business Information: Businesses need to provide the legal name, physical address, contact information, and any relevant identifiers or registration numbers associated with the business entity.
  • Campaign Use Information: Businesses must also specify the purpose and intended use of their A2P messaging campaigns. You will need to outline the types of messages that will be sent, whether promotional, informational, transactional, or for any other specific purposes.
  • Opt-In and Opt-Out: Regardless of whether the business intends to use opt-in messaging, they are still required to provide a clear opt-out mechanism for recipients. This means including opt-out keywords such as “STOP,” “UNSUBSCRIBE,” or any other standard keywords that allow recipients to stop receiving messages.

Benefits of A2P 10DLC Registration

A2P 10DLC registration is helping to create a more reliable communication ecosystem and offers many benefits for businesses, including:

  • Improved Message Delivery: Registered numbers receive favorable treatment from mobile carriers meaning messages being sent from registered numbers aren’t as likely to be flagged as spam, resulting in higher deliverability rates. With better delivery rates, businesses can effectively reach their target audience and ensure their messages are received in a timely manner.
  • Enhanced Credibility: A2P 10 DLC registration signifies that a business has undergone the verification process and complied with the requirements at hand. This enhances the trustworthiness of the business in the eyes of customers.
  • Streamlined Opt-In and Opt-Out Process: A2P 10 DLC registration requires businesses to establish a clear opt-in and opt-out mechanism for recipients. This helps build a positive user experience by allowing users who wish to stop receiving messages to easily opt-out, promoting customer satisfaction and loyalty.
  • Business Identity Protection: Registration also helps businesses safeguard their reputation and protect themselves from potential misuse or unauthorized use of their brand or identity. 

What Are The Consequences of Not Completing A2P 10DLC Registration?

 Failure to complete A2P 10DLC registration will result in significant consequences and penalties. The Participating Carrier Requirements strictly prohibit the sending of Unregistered and/or Non-Migrated traffic, and the 10DLC delivery hub retains the right to take action to ensure compliance, including:

  • Suspension: If your number is not properly registered with the Campaign Registry,  the 10DLC delivery hub could take action against you including suspension, termination, or blocking non-sanctioned messages to maintain compliance with carrier requirements.
  • Ban: Mobile carriers have the right to ban businesses that use unregistered A2P 10DLC numbers. If you are banned, it will affect your ability to communicate via SMS with customers and impact your brand reputation.
  • Message Delivery Block: Messages that are sent from unregistered numbers may also be blocked by mobile carriers. This results in your intended recipients likely not receiving the messages resulting in your SMS campaigns being ineffective and missing out on potential business opportunities.
  • Financial Penalties: Mobile carriers and the campaign registry have the power to impose fines on those who fail to comply with A2P 10DLC registration requirements. These fines may be as high as $10 per message as well as additional monthly fees. If you’re running large SMS campaigns, this could lead to heavy fines. 
Business Website, digital marketing, Lead Generation, Lead Generation for Contractors, Lead Management, Uncategorized

The Benefits of Conducting Customer Satisfaction Surveys for Your Business

Diane Lovine

A Case Study

by Devon Osborne

Understanding and meeting the needs of your customers is crucial for success in the highly competitive landscape of businesses today. One of the most effective ways to gauge customer satisfaction is via surveys. Customer satisfaction surveys provide valuable insights into your customer’s experiences with your business.
The major benefit of surveying customers on their satisfaction with your business is that you are able to gauge where different aspects of your business are lacking or excelling. Identifying these areas will help to develop a game plan to make improvements where necessary. Making adjustments based on the feedback you’ve received lets customers know that you are truly listening to them and respecting their time and opinions. When customers feel heard and respected, they’re more likely to remain loyal customers.

Since early 2022, 99 Calls has been surveying customers to learn more about their satisfaction with our lead generation services. Throughout the year last year, 271 customers participated in the survey. Here are our results.

Effective Customer Service

According to the data we collected, the majority of our customers were satisfied with the level of customer service we provided. When asked how well 99 Calls representatives answered their questions, respondents gave an impressive rating of 4.57 out of 5. Over 70% of participants gave 99 Calls a perfect 5/5 score.

Responsiveness

How quickly a business responds to customer inquiries has an impact on customer satisfaction. Over 68% of survey takers rated 99 Calls customer service reps a perfect 5/5 score when it came to responsiveness. By continually monitoring response times, businesses are able to improve,  demonstrating their commitment to efficient customer support, and fostering positive customer experiences and loyalty.

Tailoring Lead Generation Efforts

In our survey, we also wanted to shed light on our customers’ satisfaction in regard to the lead volume they receive each month. Over 28% of respondents expressed being very satisfied with the lead volume they received, while over 24% indicated satisfaction and another 22% were neutral. Fewer than 25% of respondents desired a higher lead volume. However, it is important to note that a significant portion of them had not provided the necessary content for successful search engine optimization (SEO).  By addressing these concerns and aligning lead volume with customer expectations, we are better able to enhance overall marketing effectiveness and drive better results.

Identifying Additional Service Opportunities

Suppose you are looking for ways to expand your business but aren’t sure which path to choose. In that case, customer satisfaction surveys can serve as a valuable source of information for identifying additional services that customers desire. By leveraging customer feedback, businesses are able to better understand their customers’ evolving needs and develop new services or features to meet those demands, driving growth and staying ahead of the competition.

Conclusion

Customer satisfaction surveys provide businesses with crucial insights into customer experiences, preferences, and areas for improvement. The data that 99 Calls have received via their own surveys demonstrates the positive impact they have on enhancing customer service, improving responsiveness, tailoring lead generation efforts, and identifying additional service opportunities. Businesses can create lasting, meaningful relationships and drive long-term success with their clients by actively listening and acting upon customer feedback.

Business Website, digital marketing, Google Ads, How much is online marketing, Lead Generation, Lead Generation for Contractors, Lead Management, online marketing, SEM, SEO

The Evolution of Social Media Marketing for Lead Generation and 99 Calls’ Journey

Diane Lovine

by Diane Lovine

Social media marketing has witnessed significant growth and transformation over the past two decades, revolutionizing the way businesses promote their products and services. Among the pioneers in leveraging social media to generate leads for contractors is 99 Calls. By following industry changes and adopting current trends, 99 Calls has continuously improved its strategies to deliver exceptional results for its customers. This article explores the history of social media marketing and highlights how 99 Calls utilizes this powerful tool to generate high-quality leads.

Social media marketing (SMM) is a form of online marketing that utilizes social media platforms to promote products, services, and brands. It involves creating and sharing content, engaging with users, and running targeted advertising campaigns on various platforms. The definition of social media marketing has changed over time alongside advancements in technology and the shift toward information gathering and consumption via online platforms. The team at 99 Calls has had to adapt to the ever-changing demands of the industry and has adopted these six core ideas that define what it means to deliver social media marketing services.

The main ideas that define SMM include:

  1. Content creation: Social media marketers strive to create engaging and valuable content, such as text, images, videos, and infographics, for the purpose of promoting their clients.
  2. Audience targeting: SMM requires that marketers identify and target specific demographics, interests, behaviors, and locations to reach the right audience with their campaigns.
  3. Brand building: SMM helps in building and enhancing brand awareness, brand identity, and customer loyalty by consistently sharing content that reflects the brand’s values and resonates with its target audience.
  4. Engagement and community management: SMM involves actively engaging with users by responding to comments, messages, and reviews, as well as fostering a sense of community through discussions and presenting helpful information.
  5. Advertising and promotion: Social media platforms offer robust advertising features that enable marketers to create targeted ad campaigns to reach a wider audience and drive specific actions, such as website visits, conversions, or app installations.
  6. Data analysis and optimization: SMM relies on analyzing social media metrics and user data to measure the effectiveness of campaigns, identify trends, and make data-driven decisions for optimizing future marketing strategies. 

The Emergence of Social Platforms

The use of social media marketing dates back to the early 2000s when social networking sites like Friendster and MySpace gained popularity. However, it truly gained momentum with the emergence of platforms like Facebook, Twitter, and YouTube in the mid-2000s. These platforms offered businesses the opportunity to engage with a vast user base and leverage their growing influence.

Initially, social media marketing primarily revolved around building brand awareness and increasing followers. However, as social media platforms evolved and introduced advertising options, marketers started incorporating targeted advertising into their strategies. Platforms like Facebook introduced advanced targeting capabilities, enabling marketers to reach specific demographics and interests.

Over the years, the role of social media marketing has expanded. It has become an integral part of many businesses’ marketing strategies, with increased emphasis on content creation, influencer marketing, and customer engagement. Social media has also become a customer service channel, allowing businesses to provide support and address customer queries directly.

Is Social Media Marketing An Effective Tool for Service Area Businesses?

As a champion of small business promotion, 99 Calls has followed the trends and assisted contractors by building an online presence through various social media platforms. However, we differ in that the core driver of business growth is the generation of quality leads. Small businesses often have limited budgets. Understanding how to best utilize budgets to gain customers and revenue has been a priority as we’ve served this unique sector. 

When budget matters, paying attention to the efforts that most result in revenue growth is critical. See this article to learn more. Analysis of data gathered from lead campaigns from over 1000 clients has yielded valuable insights on the role social media plays in best positioning a business for growth. 

Service Contractors Benefit Specifically from:

  1. Establishing a presence using reliable SEO practices and unique content
  2. Building a helpful place for users to land (Simple, attractive, compelling landing pages)
  3. Engaging users with useful information and strong calls to action
  4. Building buyer confidence by securing lots of positive customer reviews

With these pillars in place, the next most important step is to find customers where they are and convince them that this business is the one they want. Social media marketing is often about the long game. We all have brands that we follow, whether for a favorite coffee or a favorite beer. Small businesses can build a local following in the same way over the years if they consistently follow the six main ideas listed above. However, real growth requires maximizing views, aka impressions. 

SEO has become so competitive that it takes 10-12 months for websites to rank consistently on the first page of Google for valued keywords. See this article on how the first page of Google has shrunk in recent years.

The most effective use of digital marketing for service contractors is through paid advertising. Paid advertising is the best chance we’ve got to get contractors in front of buyers, and yes, posting on Facebook is helpful, and buying paid ads on FB has been shown to generate some qualified leads. However, we have found that the two most profitable paid lead products are Google Ads PPC and Google Guaranteed LSA. Google Ads pay-per-click leads tend to be more expensive, but they generate the highest lead volume in the least amount of time. Google Guaranteed requires a more extensive vetting process and time to ramp up, but patient contractors are rewarded with high-quality, less expensive leads. Many of our customers choose to target new businesses using the “Trifecta” approach, which combines traditional SEO practices with Google Ads and Google LSA.

What Lies Ahead for Social Media Marketing?

Looking ahead, social media marketing is likely to see rapid changes and further advancement. Here are some trends and changes that can be expected in the coming months and years:

  1. Rise of video content: Video content has become increasingly popular on platforms like TikTok and Instagram. Brands are likely to leverage short-form video content to engage with their audiences and showcase their products or services.
  2. Artificial Intelligence (AI) and chatbots: AI-powered chatbots will play a much more significant role in social media. We’ll see more responsive AI-generated customer service and engagement practices to provide personalized experiences. 
  3. Lead Nurturing and Database Reactivation: Generating inbound leads is vital to a business’s success. Equally important is collecting data from contacts who visited a landing page but chose not to buy on the spot. The use of targeted text and email campaigns is proven to convert stale leads into new customers at a fraction of the cost. 

To stay ahead of the curve and deliver optimal results, 99 Calls has consistently adapted to industry changes and embraced current trends. As the social media landscape continues to evolve, 99 Calls remains at the forefront of the latest trends. They understand the power of great content, the growing influence of AI, and the importance of maintaining a strong social media presence. By embracing emerging technologies like AI and chatbots, our team has been able to create higher volumes of relevant content to keep our service contractors at the forefront of searches.

Business Website, Lead Generation, Lead Generation for Contractors, Lead Management, SEM

How to Respond to Online Reviews: the Good, the Bad, and the Ugly

kristen99calls

by Eric Lovine

When deciding which company to contact, potential customers will almost certainly check your ratings and reviews on Google. When they see that your business consistently replies to reviews, you are one step closer to that next lead. When you are attentive to reviews, both good and bad, it shows potential customers that they can trust you.

The Good

Responding to positive reviews is easy. When a satisfied customer leaves a nice message about what you did well or even just a 5-star rating, your response should have the two As: acknowledgment and appreciation. Acknowledge them by using their name and show appreciation by thanking them for their review. The simple inclusion of their name gives the response a personal touch.

“Thanks for leaving a review” vs. “Hey John, thanks for leaving a review”

When a customer takes the time to leave a longer message by detailing what service you provided, commenting on your friendliness, or noting the speed and quality of the job, your response should also have a little more. Let them know that you’re happy to hear they’re happy and that you look forward to working with them again in the future. 

“Hey John, thanks for leaving a review. We’re glad to hear that you’re happy with our exterior painting services. We look forward to helping out with your future projects.”

You can also like a review by clicking the thumbs-up icon underneath. When reviews have lots of “likes”, they tend to rank higher.

The Bad

While negative reviews may seem daunting, they present an opportunity to show potential clients your commitment to customer satisfaction, as well as fixing the relationship with the disgruntled reviewer. By engaging with dissatisfied customers, you have a chance to turn their negative experience into a positive one. Studies have shown that customers who have their issues resolved are more likely to continue doing business with the company.

It’s crucial to maintain a professional tone when responding to negative reviews, regardless of how unfair or exaggerated they may be. Avoid getting defensive or engaging in arguments. Instead, acknowledge the customer’s concerns and assure them that their feedback is taken seriously.

While it may not be possible to please every customer, make an effort to address their concerns and find a solution. Apologize for any inconvenience caused and offer a resolution, such as a refund, replacement, or the opportunity to discuss the matter further offline. The sooner you are able to respond to the review, the more likely you are to reach a resolution.

Once the issue has been successfully resolved, it is often appropriate to ask the customer if they might consider editing or removing their negative review. 

The Ugly

Despite your best efforts, there may be instances where it’s impossible to satisfy certain customers. No matter what you say or do, the customer won’t be coming back. It is still important to respond professionally — negative reviews (and therefore your response) will be seen by others. 

Occasionally, a customer may grossly exaggerate or fabricate information that could turn others away from your business. In these instances, you may need to clarify misunderstandings or explain your side of the story. Clearly and politely present the facts, without getting into a back-and-forth argument with the reviewer.

“John, we are sorry we could not come to an agreement regarding the incomplete painting job. Our company strives to finish projects in a timely manner, and we were unable to deliver on this occasion. However, your review is not accurate. You claim we made no effort to make amends. We made multiple attempts to contact you and even offered a discounted rate for the entire project, which you refused.”

Takeaways

By responding to Google reviews, you are leaving potential new customers with a positive first impression. Engaging with positive reviews increases the likelihood that a satisfied customer comes back. With negative reviews, you can learn from your mistakes and potentially salvage the relationship with an unhappy customer. And for those customers who are gone for good, you can protect your image by offering perspective on damaging and misleading reviews. 

99 Calls helps businesses gain positive reviews and improve their online reputations.

Carpet Cleaning Lead Generation
Appliance Repair Leads, Business Website, digital marketing, Google Ads, How much is online marketing, Lead Generation, Lead Generation for Contractors, Lead Management, Nurturing, Online Appointment Booking, online marketing, online marketing costs, Pay Per Click Advertising, PPC, SEM, SEO, service contractor leads

2023 Digital Marketing Trends

Diane Lovine

Newest Practices that Accelerate Business Growth

by Devon Osborne

Adopting digital marketing trends has become increasingly critical as consumers utilize the internet more and more. Digital marketing encompasses many different strategies for lead generation from SEO and PPC to content marketing and email marketing campaigns. Utilizing different aspects of digital marketing together allows you to connect and communicate with your potential clients throughout all stages of the sales funnel. In 2023, Search Engine Optimization (SEO), Social Media Marketing (SMM), video content, lead nurturing, pay-per-click (PPC) and pay-per-lead (PPL) are all fundamental pieces of digital marketing.

SEO Is Still At the Core

The aspects of digital marketing intertwine and work with each other. Take SEO as an example. Gone are the days when you could create a website and listings with minimal content and start seeing results in a matter of weeks. Now, in order to see your website ranking organically, creating quality content is crucial. 

Social Media Marketing Builds Brands

Social media marketing is often used to build brands and does generate leads for businesses with a strong visual aspect or a longer sales cycle. Over 80% of adults use social media in one capacity or another which makes social selling another excellent way to connect with prospective customers. Social media is prime real estate for building brand awareness. You can connect with more potential leads just by keeping your business’s social media updated.

If Pictures Say 1000 Words, Videos Speak Volumes!

One of the most effective and popular methods of digital marketing is videos. Why say everything you want to in text form when there are so many more effective options? Videos are an excellent way to connect with your potential customers and inform them about your business and the services you provide. Some of the most popular video types include explainer videos, video testimonials, and “behind-the-scenes” videos. Each of these videos has its way of engaging potential customers and showing off more of your company for a more personalized feel.

Start Nurturing From The Moment of Contact

Missed calls will hurt you. If you’re not answering your phone when it rings, your potential customers will move on to the next business on the page. With advances in digital marketing, you can engage those customers instantly. Some businesses are sending instant texts when they miss a call. Some send an audio message to their callers. From here, businesses can craft a nurturing campaign to keep potentials engaged and stay on their minds. You’ll want to be careful to find a “just right” frequency of contact. If you’re annoying, customers will opt out.

Nurturing Builds Relationships

Email nurturing is one of the biggest trends in marketing. Meeting potential customers where they are in the buying stage and keeping up with them along their journey is an economical and productive way to grow a business. You want to keep your business at the forefront of potential buyers’ minds. This is accomplished through short-term nurturing. The prospect may already know what they need or they may still be weighing their options. Either way, sending them informative, targeted emails will help guide them further in the process. Sometimes it takes longer than a few weeks for they’re ready to take action and commit which is why having a long-term nurture sequence is also essential. Long-term nurturing allows you to keep in contact with potential customers and to continue building relationships with them. 

PPC/PPL Has Become Essential

With SEO competition higher than ever, securing a spot on the first page of search results is difficult for even the most experienced marketers. You know the saying “Don’t keep all of your eggs in one basket”? This applies to online marketing as well. SEO alone is no longer the most substantial option for generating a steady flow of leads each month. The organic real estate on the first page of Google has shrunk over the last several years making pay-per-click and/or pay-per-lead marketing a much-needed, additional method for lead generation. 

How Will You Utilize Digital Marketing?

Digital marketing has become an essential part of any business’s marketing strategy in 2023. By utilizing SEO, SMM, video content, lead nurturing, PPC, and PPL, businesses can effectively reach their target audience and build relationships with potential customers. The future of digital marketing is bright and businesses should strive to stay ahead of the curve by utilizing the latest trends. Not sure where to begin? Call the lead gen pros at 99Calls!

Business Website, Carpet Cleaning Leads, cleaning business leads, Commercial Cleaning Leads, digital marketing, Google Ads, How much is online marketing, Lead Generation, Lead Generation for Contractors, online marketing, online marketing costs, Pay Per Click Advertising, PPC, Roofing Advertising, Roofing Leads, SEM, SEO, service contractor leads

Optimizing Websites for Voice Search

Diane Lovine

by Diane Lovine

How to Rank on “Alexa” and “Hey, Google” Searches

We’re all looking for an advantage, a way to stand out, get noticed and get more leads. You may be surprised to know that the best practices for ranking on a desktop search are the very same that will get you ranked for voice search. This is the newest angle that telemarketers are using to convince businesses that if they don’t suddenly hire them to optimize their website for voice search, they will be left behind. 

Here’s the thing. We have been writing about voice search since 2019 and the strategies have not changed, but have become more understood. What’s more, if you are using best practices for ranking a website on the first page of Google, you are already optimized for voice search. Why? Because typing a query on your phone, iPad or computer is almost the SAME THING as speaking your query to Alexa, Google, or Siri. 

Example: You are having a dinner party this weekend and you just spilled red wine on your dining room carpet. What is your first action? Try to clean it up yourself. If that fails, you’ll go to your device and type or speak “Carpet cleaner near me” or “Carpet cleaning company in (your town)” or “spot removal contractor”. A well-positioned carpet cleaning company is going to come up in a search, regardless of whether you typed or spoke the keywords. And your query is the keywords. 

Companies try to make this concept sound complicated, but it really isn’t. I’ll do this experiment now, live and share my results: 

First, I’ll engage Siri. Speaking, “Carpet cleaner near me”, prompts Siri to produce the following suggestions on Apple Maps:

I personally prefer to use Chrome, even on my mobile phone. When I open the Chrome browser on my iPhone speak, “Carpet cleaner near me”. Here are Siri’s suggestions: 

From the suggestions offered on my iPhone above, I will click the top entry, “carpet cleaner near me”. Here is what comes up. I have placed the long thread side by side below: 

With the long screenshot placed side by side, you can see the way the page rolls. Above the images, I was first shown images of carpet cleaning machines. But Google recognized my intent (finding a contractor to remove the wine stain from my carpet) and made suggestions.

Looking at the results, you will first notice the two Google Guaranteed paid search results. Also known as LSA (Local Search Ads), Google Guaranteed services are offered by 99 Calls and are probably the most cost-effective paid ads available, as long as a business can pass the rigorous verification process.

Next, you’ll see the maps section, including a sponsored map placement in the top spot. Next on the page are the organic results (this is the section that requires great SEO practices to be found).  There are a couple of local carpet cleaning businesses found in this section as well as some directory entries like Angie’s and Yelp.

Now what if my search was done on my phone without asking Siri? What if I simply type the same keywords into my Chrome browser? Here are the results that come up:

Look familiar? It should! Yes, try this at home. You will find that voice search and typing your search into a browser will yield the same results. Paid ads will be found the same, whether the business is using Google Guaranteed or Google Ads.

Now I’ll conduct the same search on my desktop computer. 

Of course, the larger desktop monitor provides greater depth because of the larger screen. Still, the same companies are coming up on the first page of the search. 

Here’s the Question Businesses Should be Asking:

“So if the same practices for producing great SEO will yield results for voice search as they do with typing in questions and keywords, what are these practices and how can I rank my business when customers are searching for my services?”

The same advice that was given back in 2019 in this blog is still relevant today. I’ll add a couple more that are also important. Below are the best practices for getting found in any type of online search:

  • Format your content to be featured in snippets (use headers, lists, and short paragraphs)
  • Create content based on commonly asked questions in a conversational tone
  • Get more 5-star reviews! If you don’t have many dozens, make this your top priority
  • Make sure your site is designed for mobile-first indexing (they all should be by now)
  • Include relevant local information to show your viewers (and Google) that you’re local
  • Keep content simple and clean
  • Get built for speed. Landing pages should load within two seconds.

I’d like to add, “It’s that simple”, but the reality is, ranking in any form on searches is tough stuff. As you can see from the examples above, there are many more paid positions on the first page of search results. Google Guaranteed and Google Ads PPC are taking the most coveted positions. This is true no matter how you search. The truth is, trying SEO practices, even mastering them all, will not yield the same results (and by results, if you’re a contractor, I mean leads) as they did in recent years. In order to get found and get called with enough frequency to stay afloat, businesses need to utilize other strategies and a lot more of their marketing budget to paid ads. For more information on how the first page of Google has (evolved or devolved – you decide) over time, see this article, entitled The Incredible Shrinking First Page of Google. 

For more information on SEO, ranking with keywords and voice searches, and pay-per-click or pay-per-lead marketing, call the experts at 99 Calls!

white ipad
Business Website, digital marketing, Lead Generation, Lead Generation for Contractors, SEO, Uncategorized

Solving the Problem of Duplicate Google Business Profiles Being Created by Google

Dipa Gandhi

By Dipa Gandhi and Diane Lovine

Problem Discovered

Late in 2021, the team at 99 Calls noticed duplicate Google Business Profiles (GBPs) had been created for many of our clients’ service area businesses. After some investigation and confirmation with our clients, it was apparent the duplicate profiles were generated by Google. In many cases, even though we had already built a GBP representing the customer as a service area business Google was auto-generating a secondary and often incomplete listing. 

99 Calls primarily works with service area businesses; those that travel to their customers to perform a service, rather than from a brick-and-mortar building where customers go to receive a service. Google’s own established guidelines specifically state that businesses that service their clients at their residential or business location should not display their street address on the GBP. 

It was determined that Google was using information from the Contact Us pages of the lead generation websites to auto-generate duplicate listings. These listings kept the addresses visible and promoted the Contact Us pages of the sites as the landing pages on the GBPs. This resulted in dozens and dozens of our customers having 2 GBPs; one with their address hidden as is in compliance with Google’s best practices and with the home page of the lead site used as the landing page, and the other with the address visible and showing an actual pin location that promoted the Contact Us page of the website as the landing page.

Below is an example of a customer who ended up with two GBPs, one that was successfully created and managed by the team at 99 Calls and the other that was auto-generated by Google:

Duplicate Auto-Generated GBP:

Original GBP Managed by 99 Calls:

Google’s Business Profile Guidelines

As per Google’s guidelines, businesses such as plumbers, electricians, HVAC contractors, and other trades should keep their addresses hidden on their GBP, allowing them to be represented as service area businesses. This prevents Google Maps from having an actual pinpointed location and instead displays the service area served by the business. The duplicate listings that were being generated by Google were out of compliance with their own guidelines.

Correct GBP: Service Area Shown:

Incorrect GBP: Address Shown with Pin:

How 99 Calls Fixed Duplicate GBPs

Having 2 GBP listings with the same business name, address, phone number, and website can impact SEO efforts, hinder lead volume results, risk a suspension of the live active GBP we manage, and cause confusion for people searching. 

Since 95% of our clients are service area businesses and do not have a brick-and-mortar location, we submitted suggested edits regarding the duplicate GBPs to Google. Specifically, we suggested that the businesses no longer existed at the locations indicated. We waited 30 days, and then if the duplicate listing had not been removed, we contacted Google Support for additional help, explaining the situation and asking them to remove the duplicate or merge it with the original GBP that we manage. 

Effectiveness of Removing Google-Generated Duplicate Listings

In some cases, the duplicate listings had been removed within 30 days of the suggested edits. More often, the duplicate listings were still showing and our team contacted Google support for further action. Within 60 days, almost all reported duplicates had either been removed or merged by Google, leaving just 1 GBP for the business.

Google Removed the Wrong Business Profile!

However, a new problematic issue was noted. In many cases, Google was merging the 2 GBPs but keeping the (incorrect, auto-generated) duplicate GBP. After the merge, what was shown was a GBP with the reviews still intact, but with the address visible and the landing page that people are being directed to as the Contact Us page, rather than the homepage of the website. Also, the business category is often slightly different than what it was prior and the business hours were removed. Unfortunately, this means we had to go to the GBP dashboard and correct the problems on the profiles. Luckily, once these edits were completed and the listing was back in order, the problem was resolved for our customers.

How to Prevent Google From Creating a Duplicate GBP

The team at 99 Calls recognized that Google was using the information contained on the Contact Us page of our lead generation websites to build these second (duplicate) listings. By removing the Contact Us pages from the sites altogether and utilizing an About Us page only, we have been able to avoid further issues with these duplicates being generated. 

Business Website, digital marketing, Google Ads, Lead Generation, Lead Generation for Contractors, Nurturing, Online Appointment Booking, online marketing, Pay Per Click Advertising, service contractor leads

Phone Etiquette Achieves Higher Sales

Diane Lovine

Phone Tips from an Experienced Customer Service Representative

by Devon Osborne

The way you conduct yourself on the phone with potential customers can be the determining factor in whether you get the job or not. Proper phone etiquette may seem straightforward, but it can be easy to slip up and speak to potential customers or business partners as you would speak with a friend. Making an outstanding first impression, in a good way, of course, will help you convert more jobs. 

Dos

  • Answer the phone with a professional greeting. Introduce yourself & your company 
    • Customers want to know whether or not they’ve reached the proper party as soon as possible. Start your conversation off on the right foot with a professional greeting like: “Hi this is [name] with [company], how may I help you?”
  • Return calls quickly
    • Missing calls is something that is bound to happen, but it is important to return calls promptly. A good rule of thumb is to try and respond to missed calls within 24 hours, but the sooner the better! If you have difficulty being available to answer calls, consider hiring a receptionist or using an automated process for responding to missed calls such as this one.
  • Speak clearly
    • Don’t Mumble! You want your customer to be able to hear what you’re saying, don’t you? Speaking clearly and confidently can help avoid unnecessary frustration and build trust with the customer.
  • Listen to what the customer is saying, take notes, & don’t interrupt
    • Why are you answering the call if you’re too busy to actively listen to the customer’s needs? Having a conversation with someone who is not listening is maddening. Agree on a time that you both can speak and call back. 
  • Be kind
    • Would you choose a company to work with if they were rude to you? No. Being kind is an easy thing to do and it goes a long way. Just be nice!
  • Eliminate background noise
    • If you’re in a noisy environment, make it a point to move to a quieter place. 

Don’ts

  • Don’t use unprofessional language
    • This should be a given, but please don’t use unprofessional language like cursing. This is a professional phone call you’re on, so you should act like it. 
  • Don’t make it complicated
    • Asking customers to text you their address or asking them to call YOU back at a more convenient time is off-putting. When you make it complicated for them to get the information they need from you, they will seek it elsewhere.
  • Don’t eat, drink, or chew gum
    •  If you were face to face with the person on the other line, would you do this right into their ears? Hopefully not. Swallow the mouthful of food or drink that’s in your mouth before picking up and take a quick break from eating for the entirety of the call.
  • Don’t use the bathroom
    • If you’re using the bathroom and get a call, please don’t answer the phone. Finish up your business and call the person right back, believe me, they’ll appreciate it. You may think you’re being discreet, but I can promise you that they know.
  • Don’t make promises you can’t keep
    • It is always best to be upfront and honest with potential and current clients. If there are things that you know aren’t possible, or are not entirely sure of, be very clear about that in the beginning. Making false promises with customers never ends well and can land you a negative review.

Business Website, digital marketing, Lead Generation, Lead Generation for Contractors, Online Appointment Booking, online marketing, online marketing costs, service contractor leads

Should I Add an Appointment Booking System to My Website?

Diane Lovine

Pros and Cons of Using Online Calendar Booking for Lead Generation Sites

by Diane Lovine

The team at 99 Calls has increasingly been asked about online calendar bookings for lead generation sites. Many service contractors are utilizing appointment scheduling software for their lead generation websites. Most often, small businesses report using appointment-setting features to allow customers to schedule free consultations.

The Cons of Adding Online Calendar Booking Features

Some home and business services contractors choose not to add this new technology to their sites. The main reasons cited are concerns that it will be too complicated to manage by their team and their customers. Often, this stems from the contractor not having technical experience or access to a web consultant or software developer. After all, a calendar for booking appointments on your website will need to sync with the calendar used by office staff so that you don’t end up overbooked. The best remedy is to purchase a calendar booking tool and have someone else manage it. Many lead generation companies now offer calendar booking as part of a service package.

Another concern expressed by contractors is that using an appointment setting feature to book an appointment for a quote is less personal than speaking directly with the customers. If you are a contractor who is available and prefers to answer the phone each time it rings, you may want to continue with the personal touch that you offer. 

The Pros of Adding Online Calendar Booking Capabilities 

Although there are a few valid concerns regarding adding this technology to websites, the pros overwhelmingly outweigh them. There are many reasons why giving customers the option to book a repeat service or an appointment for a quote makes sense.

The top reason for adding online appointment booking capability to lead sites is that it adds convenience both for contractors and their customers. Most service contractors run small businesses and the office staff is not always available to answer incoming calls. Contractors are working in the field and often can’t pause what they are doing to answer calls. The result is missed calls, which results in missed business opportunities and ultimately, lost revenue. 

Another benefit of installing an appointment calendar is that it makes businesses more accessible to potential customers during off-hours. People are often searching for home services during evenings and weekends when service businesses are closed. Providing them with the ability to book an appointment for an in-home or even over-the-phone quote is simple for them and means their search for a contractor may end with you! 

In order to keep up with today’s consumer demands, the question becomes “How” to add a calendar, rather than “Whether” to add one. Installing and maintaining online appointment scheduling programs can be expensive, so you’ll want to shop around. Some businesses report spending $199 per month on the service. With some research, you’ll be able to find a service that can work with your existing website and provide support at a fair price. 

Due to high demand from our clients, 99 Calls now offers a calendar booking feature that can be customized and added to websites. The maintenance fee of the calendar feature is just $29 per month. Click here to learn more.