ResponseTap, a provider of call tracking solutions in the UK and the US, today announces it has integrated with leading CRM software solutions company Salesforce, in the battle to improve the customer experience.
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 how best to handle the call, leading to better customer experiences and improved sales conversion - up to 20%.
The message function provides direction on how agents should handle the call and what should happen next. They are then able to see why the customer is calling, previous calls as well as sales opportunities linked to this 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.”