From a conversation between founders Ross Fobian and Richard Hamnett about the disconnect between online and offline customer journeys, within two years the pair had launched their campaign level tracking project. Heralding many industry firsts, including integration into Google Adwords and Google Analytics, by 2010 their visitor level tracking was live, the business had 100 customers and ResponseTap had joined the Telegraph’s Tech Start-Up 100 most promising technology start-ups in Europe. Today, having raised ВЈ4m in funding, the business has 80 staff, 50 new customers every month, offices in London, Manchester and the US, and billions of web visits, phone calls and associated transactions processed every day.
Allowing marketers to connect the customer journey to the phone call, and for call centers to start the conversation where the online journey left off, ResponseTap’s Call Intelligence helps optimize campaigns and improves the customer experience. Over 1,600 brands use ResponseTap, with customers including Aviva, Virgin Money, Hiscox, Wickes and WhatCar?
“We’ve always been about finding innovative solutions to complex problems. About making life easier for marketing and sales teams, and better experiences for customers.В ”
ROSS FOBIAN, RESPONSETAP
FOUNDER AND CEO
Kieran L.
Advanced user of ResponseTap
★★★★★
Easy to set up call tracking software with great, attentive customer service
What do you like best?
It's fairly simple to set up and you can even apply the script via GTM if you're not that technically savvy. The customer service is also top notch and you never have to wait on hold for too long before someone picks up. Recently Response Tap were more than happy to come to our agency and run a training session too, which was especially useful for new starters.
What do you dislike?
The interface is a little clunky at times, with different formats for a couple pages. I think they may be going through a slow upgrade which would explain this, but in the meantime it can make it a little difficult to find things if you don't know the platform that well.
What problems are you solving with the product? What benefits have you realized?
I've used Response Tap to track conversions from Google search advertising campaigns. The calls have improved our conversion attribution, giving us more credit for the ads we serve for our clients.
Our client has a two-step conversion process, with conversions that come in needing to be vetted/qualified. Response Tap's 'user history' attribute is instrumental in this as it displays the user's clicks IDs which then gets uploaded back into the ad platforms, letting us include the 'confirmed' conversions in Google Analytics and our automated reporting.
Review source: G2.com
