Merchants that show telephone numbers on their pages (via deeplink)

[mallyord]

Hello

I've recent complained about a merchant using telephone numbers on pages when referred from an affiliate..

Any idea's what percentage of sales are lost by customers deciding to call the merchant rather than placing an order online.

The good old rip off pic saying "Get the latest offers call 0800 ********"

Mally

[fizzbird]

Originally Posted by mallyord Hello Any idea's what percentage of sales are lost by customers deciding to call the merchant rather than placing an order online.

I know of one merchant who has an uncanny ability to convert any sale over £200 into a phone order?
I wonder why he bothers with a website as his telephone sales guy is a genius?

[gunneradt]

Ive complained about this many many times and the networks dont seem to do anything about it. We all know why theyre there!!

here are some that spring to mind

argos pet insurance
homebase pet insurance

and lots of finance merchants - the excuse that the finance merchants use for this is that to comply with fsa regulations they need to make contact visible

but this is nonsense as there are plenty of big names in the finance industry doing it without phone numbers plastered all over the landing page.

[Lawcom]

This has troubled me as well..

Is it not viable to set up your own telephone number which redirects to the company so you can keep track of it.

Perhaps even record it for quality assurance

I know there are companies that offer affiliates tracking individual phone numbers, don't know why others do not follow that model it's not difficult or expensive to set up..

[gunneradt]

because they like converting affiliate sales into telephone sales and avoid paying commission

pretty obvious really

[morleymouse]

Originally Posted by Lawcom I know there are companies that offer affiliates tracking individual phone numbers, don't know why others do not follow that model it's not difficult or expensive to set up..

Thats a numbers game, 10 affiliates = easy. 1000 = manageable to an extent, 5000+ affiliates and your setting yourself up for a world of pain!

We show a different number to the normal on site number for all affiliate traffic and a reference thats unique to that affiliate. So i can report on calls generated by affiliates as a whole, and assign sales down to an individual affiliate level - seems to work well for us!

origional question:

Any idea's what percentage of sales are lost by customers deciding to call the merchant rather than placing an order online.

depends on so much. Id imagine (guessing) in finance people, at the moment, will want to talk to someone. A bit like travel to be honest, but talking to people doesn't always mean a sale. I actively listen on calls to see how they're handles, just like i actively keep an eye on affiliate traffic to make sure its working. The majority of our calls are wanting support, questions about airline baggage, about room prices, room facilities, just what exactly does all inclusive include (ie. can i get sloshed every night free).

We encourage online sales, its what we do, its easier, and theres less margin for mistakes.

because they like converting affiliate sales into telephone sales and avoid paying commission pretty obvious really

if you dont trust a merchant, you shouldn't work with them?

[Hero]

Originally Posted by gunneradt because they like converting affiliate sales into telephone sales and avoid paying commission pretty obvious really

Having a call centre increases the order acquisition cost massively - you will find that it's actually more cost-effective for a merchant to pay the commission to the affiliate.

[fizzbird]

[QUOTE=morleymouse;425584]

The majority of our calls are wanting support, questions about airline baggage, about room prices, room facilities, just what exactly does all inclusive include (ie. can i get sloshed every night free.

I can see that, but this is how a genuine sale gets converted in to a phone sale - as if the customer just found the merchant in yellow pages?
I'm not saying this would occur with yourselves, but to some less scrupulous merchants it can be a good wheeze?

if you dont trust a merchant, you shouldn't work with them?

I suppose that is the answer in the long run?

[gunneradt]

Originally Posted by hero Having a call centre increases the order acquisition cost massively - you will find that it's actually more cost-effective for a merchant to pay the commission to the affiliate.

some of these places already have call centres!!

[ambi4681]

I use a small call centre for a couple of aff sites where I think it worth the extra cost, they are very good and will place the order online for you if so required. Contact Beserved OR CALL 0800.0430023 and speak with Bev or Darren.

FB

[mattg]

FYI all this was discussed in Travel Vert a while ago too.

http://www.affiliates4u.com/forums/t...rt-cosmos.html

Includes a post from Thomson's affiliate manager, and note of a couple of merchants who do include phone tracking, Travelsphere come to mind of the companies we work with, and yes it does make a difference.

[mallyord]

Well here's the offending image, I would call it as I would want to know the latest offers!

[MVi-Sean]

Originally Posted by gunneradt Ive complained about this many many times and the networks dont seem to do anything about it. We all know why theyre there!! here are some that spring to mind argos pet insurance homebase pet insurance

Its not always as drastic as a merchant trying to screw affiliates for their hard earned traffic.

Alot of merchants don't really understand the impact of the phone numbers on an affiliates fugures (or simply don't take this into account when setting up an affiliate program)

I work with Argos and Homebase on their Pet insurance products - the phone numbers issue has been raised and has been taken seriously - it just takes a long time in some cases to actually turn around a site change for larger companies.

I'm stll chasing this one. However, now thats been said - I've got to mention that despite the phone number, the Argos program for example is converting between 6% and 10% from click to sale for performing affiliates ... which is still gives you between a £1.20 and £2.00 EPC .....not to be sniffed at

If anyone wants to chat about the program (or to rant ) - feel free to contact me.

Cheers

Sean

[fizzbird]

Originally Posted by mallyord Well here's the offending image, I would call it as I would want to know the latest offers!

Not exactly subtle is it?

[demonpreacher]

Originally Posted by morleymouse Thats a numbers game, 10 affiliates = easy. 1000 = manageable to an extent, 5000+ affiliates and your setting yourself up for a world of pain!

This isn't strictly true. I am the Senior developer for a Travel merchant affiliate team and we have over 3000 affiliates, who, should they wish to, could all have their own DDI number quite easily. There is really no excuse for a company not to offer this functionality.

Oh, and MVI-Sean long time no see my ex-DRL buddy.