Welcome to the Official AdWords Community

Reply
Solved!
Accepted Solution

Mobile clicks-to-call vs Tracked phone calls - mobile

| ‎17-12-2012 08:26 AM
0

I'm a little confused about the new segment "Tracked phone calls - mobile".  (It's only live in some of my accounts so you may not have it yet.)  In case you can't see it yet, here is how the help bubble describes them:

 

Mobile clicks-to-call

The number of clicks on your phone number when your ad is shown on a mobile device. This includes clicks on either a phone number in your ad text (in the US and UK) or on a call extension.

 

Tracked phone calls - mobile

Mobile phone calls include calls that are generated by clicking on a phone number displayed on ads running on mobile devices.

 

I guess this is my main concern/question...  What does it mean when I have 10 Mobile clicks-to-call and 0 Tracked phone calls?  Does it mean that Mobile clicks-to-call may not have been calls?  Does it mean the feature is too new to be accurate?  Thoughts?

 

Message 1 of 8 (1,060 Views)
Please use plain text.
Full Reply Editor

Re: Mobile clicks-to-call vs Tracked phone calls - mobile

Reply to Wolf359
| ‎20-12-2012 12:02 PM
0

Hi there,

 

We've escalated this issue to a support specialist. You should hear an update soon.

Thanks for your patience,
Mini

Message 2 of 8 (971 Views)
Please use plain text.
Full Reply Editor
AdWords Accepted Solution

Re: Mobile clicks-to-call vs Tracked phone calls - mobile

Reply to Wolf359
| ‎20-12-2012 04:01 PM

Hi Wolf359,


Thanks for your great question!  I'm Wyatt from the AdWords North American support team. Let me shed some light on this below.

 

The "Tracked Phone Calls" segment refers to a feature known as call metrics.  With that feature, we show a Google forwarding number with your ads and can actually provide you with greater insight as to whether or not a call was actually completed (i.e. track the call), telling you the length of the call, if it was manually dialed or click to call, the area code, etc.  Thus, we use this to show you data about completed calls with the Google forwarding number.  These details are visible under the Dimensions tab of your campaign and by selecting View > Call Details.

 

The "Mobile Clicks-to-Call" option refers to a feature called call extensions, which is when we show just your regular phone number (not the forwarding number) with your ad.  Since this isn't a Google phone number, we can't actually tell if the call was completed/dialed, so that's why we're only able to show the "clicks" on the extension instead of actually "completed" calls.

 

Thus, based on your question, it sounds like that you only have the call extension feature enabled, which means that AdWords can only track the clicks you received when your phone number appeared.  This would explain why you have 10 mobile clicks to call and 0 tracked calls; since it's not a phone number that Google owns/operates, we don't have the ability to track it.

 

I hope that helps clarify!

 

Wyatt

Message 3 of 8 (965 Views)
Please use plain text.
Full Reply Editor

Re: tracking phone call

Reply to Wolf359
| ‎27-02-2013 06:06 PM
0

Hi there,

 

Feel free to reach out to your local support team, the AdWords Community is more for general questions or topic-related questions instead of specific troubleshooting.  You can find contact information here.

 

Sincerely,


Wyatt

Message 4 of 8 (793 Views)
Please use plain text.
Full Reply Editor

When Mobile Click to Calls -Are Anything But (Phantom Calls)

Reply to Wyatt
| ‎07-03-2013 02:26 PM
0

Hi Wyatt or anyone else at Google in the Know "Thanks"

I'm curious regarding your description of "Mobile Click to Call".  Having looked at one of our clients we've enabled with an Adwords Extension Phone - We dedicated a phone number, which is connected to a solution where we are able to record all activity coming from the line..even if the phone rings and fails to engage.  "If-By-Phone"

 

Funny thing is we noticed one day some clicks on the Mobile Extension, then checking the "If-By-Phone" back end. Showed no such calls made it thru. I spoke to a Google Adwords Support: He said that currently it is not possible to track whether the mobile device actually made the phone call!  -- Yet if a user cancels the call (Big Fingers) - Google still charges us for a mobile Click!. (Inflating the Mobile calls figure)

 

Looking back at over 5 days of traffic, I saw about 50% of our traffic on the Call Mobile Extensions, were these Phantom Clicks...  There is no where in the description of this service, which states this situation.  Now I have to go back to my client and tell them..you know those clicks you paid for.."Mobile Click to Call" - Those were not actually calls at all!

 

Please explain to me if I am incorrect.  I believe the same thing is true with your Internal Google numbers... a no connection--or cancelling of the call...Still incurs a charge. Thats not fair.

 

I can understand on a text ad..where the user cancels (aborts) the search - The browser was sent the information.  But in this case NO CALL WAS EVEN MADE. The phone didn't even get a chance to ring!

 

Now multiply this situation by 1000's of customers who blindly use the Mobile Click to Call. 

Am I crazy...What possible answer do I give my client?

 

Searchengineman.

Message 5 of 8 (762 Views)
Please use plain text.
Full Reply Editor

Re: When Mobile Click to Calls -Are Anything But (Phantom Calls)

Reply to searchengineman
| ‎11-03-2013 12:38 PM
0

Hi searchengineman,

 

You should hear an update from a specialist soon. 

Thanks for your patience while you wait,
Mini

Message 6 of 8 (707 Views)
Please use plain text.
Full Reply Editor

Re: When Mobile Click to Calls -Are Anything But (Phantom Calls)

Reply to searchengineman
| ‎11-03-2013 10:13 PM

Hi searchengineman,

 

Thanks for your patience while I looked into this.

 

The support representative you spoke to was correct when he said that what you're charged for is the actual click on the phone number and not a completed phone call.  AdWords as a program sells clicks and not phone calls, impressions, conversions, etc. with very few exceptions (e.g. CPM bidding).  This information is also reported in this help center article regarding call extensions (section: "Getting information about your calls").  I'm pasting the relevant part for your convenience:

 

"Remember that for mobile devices, a click-to-call is reported as soon as the customer clicks to call your phone number, regardless of whether or not the call is completed."

 

In terms of messaging to your client, I would simply explain that, much like how AdWords clicks to websites are meant to generate possible sales/leads/in-store purchases/etc, it is ultimately up to the user if he or she would like to convert.  Likewise, while mobile clicks-to-call are designed to facilitate a user calling a business, at the end of the day it is up to the user if he or she would like to complete the call, save the number for later, etc.

 

While it may be disheartening to see that not everyone calls after clicking on the phone number, this particular feature is quite useful in generating phone leads overall. I hope the information in this post helps clarify!


Sincerely,


Wyatt

Message 7 of 8 (700 Views)
Please use plain text.
Full Reply Editor

Re: When Mobile Click to Calls -Are Anything But (Phantom Calls)

Reply to Wyatt
| ‎12-03-2013 05:27 AM

Thanks for taking the time to answer my concern.  

 

"We sell clicks" not calls? - that information should be very transparent on the question mark roll-over of Mobile Click to call option - so people know what they pay for..We lost a client (Small One) when they claimed the phone was silent. This scenario is probably repeating ...ad infinitum

 

  Just a suggestion for Mobile Click to call:

 

Those clicks should

A: "Taking you to the website" first

B: ...then a secondary action - of initiating the call.

 

 Yes it stinks of a pop under, but this would be a fair compromise..as the receiving device engages in a 2-step process, why not the mobile click to call?  Since Google is now going to serve clicks to non-mobile devices via Enhanced Campaigns mobile campaigns..this would make sense, and would leave me with less of a bad taste in my mouth. I hope you can pass on this suggestion.

Message 8 of 8 (696 Views)
Please use plain text.
Full Reply Editor

Did this Answer Your Question? If not post your question here