Marchex

Site visitors coming from AI search are nearly 𝟯𝘅 𝗺𝗼𝗿𝗲 𝗹𝗶𝗸𝗲𝗹𝘆 𝘁𝗼 𝗰𝗮𝗹𝗹 a business than those from Google Ads. So what happens as AI search keeps growing? Will your calls shift toward 𝗵𝗶𝗴𝗵-𝗶𝗻𝘁𝗲𝗻𝘁 𝗯𝘂𝘆𝗲𝗿𝘀 who already know what they want? Or will AI search spark a flood of 𝗻𝗲𝘄 𝗾𝘂𝗲𝘀𝘁𝗶𝗼𝗻𝘀 that your AI call agents now have to handle? One thing’s certain: 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗰𝗮𝗹𝗹𝘀 𝗮𝗿𝗲 𝗲𝘃𝗼𝗹𝘃𝗶𝗻𝗴. Join us for our next webinar — 𝗔𝗜 𝗖𝗮𝗹𝗹 𝗔𝗴𝗲𝗻𝘁𝘀 𝗚𝗼𝗻𝗲 𝗥𝗼𝗴𝘂𝗲: 𝟱 𝗣𝗶𝘁𝗳𝗮𝗹𝗹𝘀 𝘁𝗼 𝗔𝘃𝗼𝗶𝗱 — to see where AI can fall short and how to prepare your team for what’s next. https://lnkd.in/emDTvp7x #ai #customerexperience #conversationinsights 

Excited to see so many senior living leaders heading to SMASH this year! My colleague Jordan Mabry will be there representing Marchex. We’ve been partnering with communities to: • Boost occupancy by improving visibility into the resident journey • Identify high-intent calls tied to tours and move-ins • Eliminate wasted spend by filtering out non-leads • Clearly link campaigns to actual move-ins If you’re focused on growing revenue in 2026 without increasing budget, be sure to stop by our kiosk or join the roundtable. Jordan would love to connect! #SMASH2025 #SeniorLiving #AI #SalesAndMarketing 

Do you know 𝗵𝗼𝘄 𝗺𝗮𝗻𝘆 𝗼𝗳 𝘆𝗼𝘂𝗿 𝗰𝗮𝗹𝗹𝘀 𝗰𝗼𝗺𝗲 𝗳𝗿𝗼𝗺 𝗔𝗜 𝘀𝗲𝗮𝗿𝗰𝗵?  And are those calls from 𝗿𝗲𝗮𝗱𝘆-𝘁𝗼-𝗯𝘂𝘆 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 or just people with quick questions? If you can’t answer with a confident yes, read the blog post 𝗛𝗼𝘄 𝗔𝗜 𝗦𝗲𝗮𝗿𝗰𝗵 𝗶𝘀 𝗥𝗲𝘀𝗵𝗮𝗽𝗶𝗻𝗴 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗖𝗮𝗹𝗹𝘀. https://lnkd.in/eMFqvYEe  #ai #customerexperience #conversationinsights 

If “ChatGPT recommended you” became your most common referral, would your business be ready? AI-powered assistants are quickly becoming the first stop for consumers — 700 million weekly users generating 18 billion prompts.  Calls driven by these tools are on the rise, and the customers behind them often arrive more informed and ready to act. The playbook for discovery is changing. Visibility, reputation, and conversational content now play a bigger role in whether AI puts your name at the top. Dive into details: https://lnkd.in/eMFqvYEe #ai #conversationinsights #digitaltrends #customerbehavior 

I’m struck by the reporting in Medscape on how easily the integrity of physician reviews can be compromised.   The real challenge is deeper: reviews are a lagging indicator. They’re reactive — they arrive after something has gone wrong (or is already perceived as wrong). By then, reputational damage may already be done.   That’s why I’m passionate about sentiment analysis as a proactive approach. Sentiment analysis lets organizations: ▪️ detect negative tone or frustration in patient phone conversations before patients escalate to leaving a public review ▪️ identify emerging patterns or “hot spots” such as billing issues, wait times, or poor communication ▪️ embed a feedback loop into operations, making “listening” a continual process instead of a one-time effort If we can catch an issue early — route it, resolve it, understand root causes — we reduce negative reviews and build a feedback culture that patients and clinicians both respect.   This is precisely what I want to explore with you at my upcoming roundtable at #HCIC25   𝗧𝗶𝘁𝗹𝗲: Are You Measuring What Patients Feel? 𝗪𝗵𝗲𝗻: Tuesday, November 11 𝗗𝗶𝘀𝗰𝘂𝘀𝘀𝗶𝗼𝗻: Let’s talk about how healthcare organizations can capture patient feedback in real time and address concerns before they turn into negative reviews.   If you care about reputation, patient trust, or experience improvement, I’d love to see you there. Join me and other healthcare leaders to explore how measuring patient sentiment can transform outcomes. https://lnkd.in/gsBMbrWs #HealthcareLeadership #HealthcareInnovation

Customers are already using AI to research vendors—then calling directly.  Some even admit it, unprompted. You can see part of this activity in your reports (𝘄𝗮𝘁𝗰𝗵 𝘁𝗵𝗲 𝘄𝗲𝗯𝗶𝗻𝗮𝗿 𝗿𝗲𝗰𝗼𝗿𝗱𝗶𝗻𝗴 𝘁𝗼 𝗹𝗲𝗮𝗿𝗻 𝗵𝗼𝘄 𝘁𝗼 𝘀𝗲𝘁 𝘁𝗵𝗲𝗺 𝘂𝗽). But many customers skip the click entirely. They just ask AI for the number and call—leaving no referral trail in your reports. It’s very likely you have more AI-driven referrals than you realize.  The good news: we can still evaluate call quality based on the referrals you can track. 𝗪𝗮𝘁𝗰𝗵 𝘁𝗵𝗲 𝘄𝗲𝗯𝗶𝗻𝗮𝗿 𝘁𝗼 𝘀𝗲𝗲 𝘄𝗵𝗮𝘁 𝗶𝗻𝘀𝗶𝗴𝗵𝘁𝘀 𝗲𝗺𝗲𝗿𝗴𝗲 𝗳𝗿𝗼𝗺 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗰𝗮𝗹𝗹𝘀 𝗱𝗿𝗶𝘃𝗲𝗻 𝗯𝘆 𝗔𝗜 𝘀𝗲𝗮𝗿𝗰𝗵. https://lnkd.in/eSBVEXDV #aisearch #conversationinsights #callanalytics #customerexperience 

𝗡𝗲𝘄 𝗳𝗿𝗼𝗺 𝗠𝗮𝗿𝗰𝗵𝗲𝘅: Industry Benchmarking is now live in the Key Insights Dashboard — helping businesses see exactly how their metrics stack up against industry peers.   From conversation rate to lead rate, appointment set rate, and CSAT, this gives you real context — not just raw numbers. Spot where you’re ahead, where there’s room to improve, and where to focus your next moves. No more guesswork or expensive 3rd-party reports — all streamlined and visual.   Press release: https://lnkd.in/ebRP3tDd   Want to level up with data-driven insight? Let’s chat. #conversationintelligence #ai #businessstrategy

In healthcare, the patient journey still starts with a phone call.     A new piece in Healthcare Business Today by Marchex’s Lyall Vanatta highlights why conversation intelligence is becoming essential for health systems:     • Links marketing spend to booked appointments   • Surfaces friction points like long hold times or complex IVRs   • Coaches staff to improve first-call resolution   • Helps retain patients by identifying negative experiences early     The takeaway: 𝗜𝘁’𝘀 𝗻𝗼𝘁 𝗮𝗯𝗼𝘂𝘁 𝘀𝗶𝗺𝗽𝗹𝗲 𝗰𝗮𝗹𝗹 𝘁𝗿𝗮𝗻𝘀𝗰𝗿𝗶𝗽𝘁𝘀, 𝗶𝘁’𝘀 𝗮𝗯𝗼𝘂𝘁 𝗽𝗿𝗼𝗴𝗿𝗮𝗺𝗺𝗮𝘁𝗶𝗰𝗮𝗹𝗹𝘆 𝗹𝗶𝘀𝘁𝗲𝗻𝗶𝗻𝗴 𝘁𝗼 𝘄𝗵𝗮𝘁 𝗽𝗮𝘁𝗶𝗲𝗻𝘁𝘀 𝗮𝗿𝗲 𝗿𝗲𝗮𝗹𝗹𝘆 𝘀𝗮𝘆𝗶𝗻𝗴, 𝘂𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱𝗶𝗻𝗴 𝘁𝗵𝗲 𝗱𝗲𝗲𝗽𝗲𝗿 𝗺𝗲𝗮𝗻𝗶𝗻𝗴, 𝗮𝗻𝗱 𝗸𝗻𝗼𝘄𝗶𝗻𝗴 𝗵𝗼𝘄 𝘁𝗼 𝗮𝗰𝘁 𝗼𝗻 𝗶𝘁, 𝗮𝘁 𝘀𝗰𝗮𝗹𝗲.    https://lnkd.in/eJwjTnpz    #HealthcareInnovation #HealthTech #ConversationIntelligence 

Sometimes AI agent gets it… 𝙖𝙡𝙢𝙤𝙨𝙩  right. Like this scheduling assistant, confidently stuck in the wrong calendar year.             It’s easy to laugh when AI mixes up dates - but not when it mishandles customer conversations. When AI call agents go off script, the result isn’t just confusion, it can damage your reputation and revenue. Our upcoming webinar, 𝗔𝗜 𝗖𝗮𝗹𝗹 𝗔𝗴𝗲𝗻𝘁𝘀 𝗚𝗼𝗻𝗲 𝗥𝗼𝗴𝘂𝗲: 𝟱 𝗣𝗶𝘁𝗳𝗮𝗹𝗹𝘀 𝘁𝗼 𝗔𝘃𝗼𝗶𝗱, will share real-world examples of AI call missteps and provide practical guidance to help you avoid them. Every call - whether handled by humans or AI - shapes how customers see your business. https://lnkd.in/eixM3-gq  #AI #CustomerExperience #ConversationIntelligence 

𝗡𝗲𝗮𝗿𝗹𝘆 𝟮𝟬% 𝗼𝗳 𝗰𝗮𝗹𝗹𝘀 𝘁𝗼 𝗱𝗲𝗮𝗹𝗲𝗿𝘀𝗵𝗶𝗽𝘀 𝗴𝗼 𝘂𝗻𝗮𝗻𝘀𝘄𝗲𝗿𝗲𝗱 𝗼𝗿 𝗮𝗯𝗮𝗻𝗱𝗼𝗻𝗲𝗱.    And up to 28% of those callers are ready to buy. Do the math, and the cost of poor call handling isn’t just lost conversations—it’s millions in lost revenue every year. For sales, that’s vehicles left on the lot. For service, that’s empty bays when they should be full. Even in today’s digital-first world, the phone is still where trust, urgency, and big decisions happen. Customers call to check inventory, confirm prices, or book service. Miss that call, and you may miss the sale. Dealership leaders—how are you making sure every ring turns into revenue? Full article: https://lnkd.in/ek9cDmHm  #automotive #customerservice #conversationintelligence #sales #calltracking