ResponseTap Named a "Cool Vendor" in CRM Customer Service and Support by Leading Analyst Firm, Gartner

LONDON, April 30, 2015 /PRNewswire/ --

Vendors selected for the "Cool Vendor" report are innovative, impactful and intriguing 

ResponseTap, a leading provider of Call-based Marketing Automation solutions, today announced it was named a 'Cool Vendor' in the "Cool Vendors in CRM Customer Service and Support, 2015"^[1] report by Gartner, Inc. "The research provides IT application leaders, and the customer service business buyers they support, a view of five innovative vendors with applications to deliver a customer service experience and/or reduced operational costs."

ResponseTap has a unique approach of taking digital experience data from the web, especially from anonymous visitors, and using that insight to improve service levels in the call centre.

This works by generating a dynamic phone number for each unique web session, allowing the call centre agent to see a summary of the customer's journey, and therefore help anticipate what their call is about. Using cookies, ResponseTap can also collate insight from not just one, but multiple web sessions, giving companies visibility of all previous interactions with that customer.

Used by marketing departments to understand both online and offline marketing performance, ResponseTap is helping solve the challenge of delivering a better experience when customers move between touch-points, in particular the phone call.  

ResponseTap also collects digital experience data from the consumers and provides that back to their customers. This not only enables them to improve the level of service they provide, but also increases both the chances of a sale and of those consumers returning.

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1. Gartner "Cool Vendors in CRM Customer Service and Support, 2015" Report by Olive Huang, Jenny Sussin, Steve Blood, Brian Manusama, Jim Davies, Michael Maoz and Drew Kraus, 9 April 2015  

"Our vision has always been to enable customers to unlock the power of information to improve business performance," said Ross Fobian, CEO of ResponseTap.

"To be recognised as a 'Cool Vendor' by Gartner is a great honour, and we believe is a testament to both the quality of our product, and the hard work we've put into realising that vision." 

Since launching in 2008, ResponseTap has sought to connect the online journey with the offline phone call, leading to improved marketing effectiveness and now improved customer experiences at the call centre.

Originally based in the UK, the last seven years have seen ResponseTap expand into both Europe and the US, with offices in Manchester, London, New York, and Atlanta, Georgia.

Fobian continued: "We are confident that the ResponseTap platform delivers a truly revolutionary service within call tracking, and will continue to innovate while we execute on our product roadmap, further enhancing our market position in the future."

Gartner subscribers can download the full Cool Vendors in CRM Customer Service and Support, 2015" report here: https://www.gartner.com/doc/3025519/cool-vendors-crm-customer-service

Disclaimer: 

Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

About ResponseTap  

ResponseTap Call-based Marketing Automation takes call tracking to another level and amplifies the depth and breadth of data across the end-to-end customer journey creating relevance and insight at every click. The addition of the telephone call to your online metrics lets you see the whole journey, adding valuable sales attribution back to marketing while improving the overall customer experience. Over 1,600 brands use ResponseTap - including AON, Hiscox, TUI and Today's Business. http://www.responsetap.com/us