Partner Article

ResponseTap launches Salesforce app to humanise customers’ experience

Integration will enable call handlers to know exactly who is calling, what they want and how best to handle the call, resulting in more sales

22 March 2016, London - ResponseTap, a leading provider of call tracking solutions in the UK and the US, announced it has integrated with leading CRM software solutions company Salesforce, in the battle to improve the customer experience. The ResponseTap app is available to download from the Salesforce App Exchange here.

By pulling in real-time website data, ResponseTap delivers in-context information about callers’ online behaviour straight to a company’s sales agents. This enables call handlers to see exactly what the caller wants and crucially, how best to handle the call, leading to better customer experiences and improved sales conversion - up to 20 per cent.

ResponseTap’s unique message function provides direction on how agents should handle the call and what should happen next, which is a first for many contact centres. The agent is able to see what led the customer to call the business, as well as previous calls and sales opportunities linked to the same customer.

With ResponseTap and Salesforce integration, marketing and contact centres alike are one step closer to realising the true impact of campaigns, both online and through the phone channel. By connecting with the appropriate records in Salesforce, marketers and call handlers can better analyse a campaign’s return on investment – reporting either through Salesforce, or another relevant web analytics tool or attribution platform. Ross Fobian, Co-founder and CEO at ResponseTap, said: “We’re proud to have integrated our technology with Salesforce through this new app, as it was the logical next step for brands looking to offer the best customer experience. In today’s modern world, consumers have the power to engage with businesses in a myriad of ways. This app plays a crucial part in our mission to continue to lead the way with technical innovation that truly improves the customer’s journey, bridging the gap between the online and offline world.”

Stephen Russell, Head of Product at ResponseTap, explained: “This app gives brands and businesses a better understanding of who their customers really are. No more guesswork and time wasted trying to find out what your caller is looking for, you can carry on the conversation right where their online journey finished – helping you drive a better call experience and increase conversion rates – even when you have no idea who is calling you. At the heart of the app is our ‘next actions’ messages feature, which we’re also proud to say is an industry-first. It provides call handlers with simple, actionable advice to help improve the customer experience. “With this feature, any data point – marketing sources, page views, clicks, roll overs or anything else trackable – can be used to determine the best information for the agent and then deliver targeted instructions. The effect is a direct impact on the call experience, and one that leads to happier customers, more sales and agents that are eager to pick up the phone.” The ResponseTap app is available to download from the Salesforce App Exchange here.

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