Marchex - Best New Version of a Marketing Solution

Company: Marchex, Seattle, WA
Company Description: Marchex understands the best customers are those who call your company - they convert faster, buy more, and churn less. Marchex provides solutions that help companies drive more calls, understand what happens on those calls, and convert more of those callers into customers.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Marketing Solution – New Version

Nomination Title: Marchex Marketing Edge

Released July 21st, 2020, Marchex Marketing Edge is an innovative, easy-to-use conversational analytics solution that enables marketers to make data-driven decisions that improve their digital marketing performance.It reveals which marketing campaigns and channels result in incoming phone calls and text conversions that can lead directly to sales, so marketers can maximize the value of their ad spend. It also helps to rescue lost sales opportunities by identifying and providing real-time lost sales alerts, so sales teams can recover and close the deals.

The solution has four different sets of benefits:

Accurately Attribute Calls and Texts:
-Provides real-time total call and text message count by ad, campaign, channel, or session to understand the source.
-Identifies trends using customized reporting and an easy-to-use KPI dashboard.
-Includes professional help with onboarding to accelerate set-up and makes campaign creation and management fast and easy.
-Easily integrates with Google Analytics, Adobe Analytics, or CRM to track sales and map the customer journey.

Increase Return on Ad Spend:
-Identifies the most effective campaigns and channels based on lead scoring.
-Maps keywords to call outcomes using pre-set and customizable AI signals.
-Associates Web site tags to phone call outcomes.
-Uploads call outcome data into Google Ads, Bing, Facebook, and more.
-Accesses call recordings, transcripts, and caller ID directly within the UI.
-Tags and labels calls to make better data-driven decisions.

Identify when Marketing Teams and Agencies Deserve Credit:
-Works within a business’s existing marketing and sales processes and platforms such as Search Ads 360, Bid Management Platforms, Salesforce, HubSpot, Adobe and more.
-Well documented APIs available for customized data integrations.
-Automated reporting to manage scaled campaigns.
-Creates audience segments based on customer conversations.
-Identifies conversations as a Lead, Non-lead, Current Customer, Voicemail, Telemarketer, or Employment inquiry.

Rescue Lost Sales:
-Empowers sales teams to receive real-time text and/or email notifications when a caller showing high purchase intent ends a conversation without making an appointment or a purchase — so they can reengage to save the sale.
-Enables understanding of call outcomes using Conversation Intelligence.
-Ensures data accuracy using AI and human verification.

Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):

Marchex Marketing Edge has had significant success with numerous new customers and existing customers upgrading to the solution.We have added dozens of new customers and existing customers to this new version within a short period since the launch.Due to segment reporting parameters tied to being a publicly traded company, we are not able to disclose specific monetary or unit performance data, however, the rapid adoption by new and existing customers suggest it can be a meaningful contributor to the company, More importantly, our clients are seeing dramatic improvement tied to Cost Per Lead (CPL) and increased customer growth, detailed here:

CUSTOMER CASE STUDY:
Challenge
One of our customers is a leading digital marketing agency that specializes in search marketing, consulting, local listing management, social media, and display advertising. The agency’s clients depend on them for digital marketing expertise to achieve strong performance and results. The agency was challenged to understand which keywords drive calls to its client’s store locations, as without this information the agency was unable to fully optimize the client’s advertising budget.

Solution
To better understand which keyword segments drove the best results, the agency implemented Marchex products. Since Marchex integrates with leading bid management platforms, the agency was able to access call data within Kenshoo. This allowed the agency to integrate call data into automated bidding and to focus on efficiencies between all its brand and non-brand paid search campaigns. By having this new keyword level insight into how their search efforts impacted stores, the agency optimized its client’s advertising budget, lowered costs and drove new customers.

RESULTS
GROW CUSTOMER BASE AGENCY
Agency lowered client’s CPL by 60% and increased new customer growth by 70% with Marchex
“For the first time, we now have access to keyword-level call data, allowing our search marketing experts to better understand how our paid search efforts are driving calls or offline outcomes for our clients.Marchex integrates the offline metrics we need directly into Kenshoo, so we can utilize automated bidding to optimize our campaigns to drive the best results."- Digital Marketing Manager, Marchex Agency Client

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

Featured Customer Testimonials: https://www.featuredcustomers.com/vendor/marchex/testimonials
“Marchex allows us to reach new mobile advertising channels with phone calls that actually convert. We’ve seen a 14: 1 return on ad spend with Marchex."- InterContinental Hotels Group (IHG)
“Partnering with Marchex to couple rich call analytics with Facebook’s own data is a significant step forward for marketers to understand their audience and make sound, real-time decisions to increase revenue."- Doug Weiss, Product Partnership Manager​

Customer Reviews:
https://www.g2.com/products/marchex/reviews

"Marchex Makes Call Tracking Easy"

What do you like best?
“What I like best about Marchex is its ease of use. The first time I set up an account and added phone numbers, I was intimidated, thinking I might make a mistake. The process was so easy that I had no issues during or after setup. With all of the data available, ad tracking across other platforms can become overwhelming and confusing. Marchex uses a simple interface that is easy to navigate and reporting is straight to the point, making it easy to see only the results you want and not a bunch of extra information.”

What do you dislike?
“There isn't really anything I dislike about Marchex. I appreciate how easy call tracking has been made by using their services.”

Review collected by and hosted on G2.com.