ResponseTap Reviews & Product Details

ResponseTap Overview

What is ResponseTap?

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 £4m 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. ” ROSS FOBIAN, RESPONSETAP FOUNDER AND CEO

ResponseTap Details
Product Description

Call Tracking


Seller Details
Seller
ResponseTap
Company Website
Year Founded
2008
HQ Location
Manchester, United Kingdom
Twitter
@ResponseTap
2,540 Twitter followers
LinkedIn® Page
www.linkedin.com
68 employees on LinkedIn®

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ResponseTap Reviews

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Client Relationship Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
Online Marketing Specialist
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 collected by and hosted on G2.com.

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Digital Marketing Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I like the ability to be able to create the tracking numbers attributed to different campaigns and it's easy enough to track how they're doing... Review collected by and hosted on G2.com.

What do you dislike?

The client portal is a little clumsy in areas. Not particularly obvious where to find everything however there are so many great features. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would say other than 'prettying up' the client portal response tap is a brilliant bit of software and in a world where we are ever changing, developing and improving I would certainly be confident to say that the response tap team are making improvements as time goes on and I can't wait to see what comes in the future. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

As a digital marketer I like to prove that the world is online rather than in newspapers/magazines. Placing the different created response tap numbers has allowed me to show that the advertising budget for this particular business is better served when used on online marketing. Review collected by and hosted on G2.com.

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PPC Account Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Relatively straightforward to set up, and the dashboard has loads of great reports to help you understand and digest your call data, as well as options to export to incorporate with your other reporting. Smart match has also proven to be a valuable addition to the software, enabling even more data to be connected and value assigned to touch points. Review collected by and hosted on G2.com.

What do you dislike?

Not all data can be immediately exported / linked up to your other platforms such as Google Ads or Analytics, so you still need to log in and manually view/export reports to get all of the detail. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The product helps to show the full value of different acquisition channels to a website, which is particularly valuable in a marketing sense. There have been multiple occasions when we've been able to show a poorly performing PPC campaign is in fact worthwhile, with the help from response tap data. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The reports are easy to understand and call listening is a breeze. It's made it a lot easier for us to keep track of calls, and better attribute the work we're doing. Setup was also quick and easy. Review collected by and hosted on G2.com.

What do you dislike?

I would like it if call recordings stayed in the log for slightly longer than 30 days. It can be useful to go back over calls and often they've already been deleted. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Speak to them directly, and get a demo of the platform to see how it performs. We didn't know if we wanted to move, but found it easy to do and that we didn't miss anything about our old supplier. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It's making attribution easier, with us more easily able to tie an ROI to phone calls, which is realistic in a world where people don't call straight away and may enter your site from multiple touch points. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

ResponseTap have been incredibly helpful in working closely with YES Glazing Solutions to provide exactly what we needed to track our offline conversions. Review collected by and hosted on G2.com.

What do you dislike?

It took a while to get used to the interface, but ResponseTap were very helpful in setting up our account and tailoring it to our needs. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This is the best telephone tracking system available in the UK. Their support is top notch and they provide helpful insights regularly on how to better your use of the system and get the best out of it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We could not bring our marketing data into conversions that occured offline such as when people telephoned us, so ResponseTap's telephone tracking system was perfect for us. We now have all the same data available as if customers have filled in a web form and delivered all the search engine cookies data. Review collected by and hosted on G2.com.

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Account Executive
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Very easy to set up new tracking numbers and equally easy platform to use! The reports are very insightful too and easy to download and understand. Review collected by and hosted on G2.com.

What do you dislike?

Needs get used to finding how you set up the new numbers, but as soon as someone familiarises themselves with the service, it's really easy to work with! Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Recommend trying this service for your clients; really useful insights for print advertising specifically, whereas there are no metrics. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I am using response tap for website and print ads tracking. Useful to see which print titles work best for my clients. Review collected by and hosted on G2.com.

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Head of eCommerce & Fulfilment
Internet
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I like the ability to create specific numbers for specific campaigns or print material so that we can track calls from each to measure ROI.

Its also great to see the calls that come through, the sources and use the data to target and drive more inbound sales calls. Integration with Google is also very good to see the specific keywords etc used Review collected by and hosted on G2.com.

What do you dislike?

Limit of 10 Static numbers but the main issue we have and why I didn't give 10 is that the call feedback doesn't work or register the sales or lead information - maybe our phone system is the issue but cant get it to work properly. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Working out which keywords and publication types produce the best results on inbound sales calls. Review collected by and hosted on G2.com.

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PPC Executive
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The most useful thing about responsetap is the ability to track calls to the keyword level Review collected by and hosted on G2.com.

What do you dislike?

At times I find myself clicking through the different options till I find the correct place I want to be, I think the UI could have a bit of an update. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you want to improve your digital marketing then having call tracking is a must. Responsetap offers a great service which is hard to compete with. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

With the keyword level call data I have been able to optimise my campaigns considerably. It has also allowed me to open up my digital marketing in ways I could not do before, by targeting specific users who I know have called. Review collected by and hosted on G2.com.

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Digital Marketing Strategist
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

The concept itself is great and helps us to validate the work we do for clients with reliable conversion data. However, the aspect I’m most impressed with is the customer service - going above and beyond what you’d expect from a software provider to make sure their customers are happy. Review collected by and hosted on G2.com.

What do you dislike?

Some parts of the interface are due for a refresh and can be a bit clunky. The naming of things like metrics and features can also be a little confusing at first as can installation of the tracking - however the customer support team have always been helpful with any questions. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Tracking phonecalls via clicks on a link is never reliable. Being able to track the actual calls customers make while visiting and after leaving our client’s site gives us a much clearer view of the impact that our marketing has. Review collected by and hosted on G2.com.

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PPC & SEO Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Easy to install & report on results. Minimal involvement from our dev team to get everything set up and reporting is a breeze.

Support during and after implementation was spot on. Review collected by and hosted on G2.com.

What do you dislike?

There is a slight disjointed feel when going through the various different sections of the system, some new & slick, some dated.

Setting up single numbers can be time consuming if you have a large amount. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Consider the value it's going to bring to your business. Do you have the reporting infrastructure to understand the impact your marketing is having? Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to attribute enquiries and sales from both online and offline activity. Review collected by and hosted on G2.com.

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Paid Media Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The ResponseTap interface is easy to use and provides a clear overview of performance with great personalisation options. Being able to create static phone numbers individually is great in improving attribution models and reporting. Review collected by and hosted on G2.com.

What do you dislike?

Some features of ResponseTap still require switching to the old interface, however this is a minor inconvenience. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

ResponseTap is essential for us to understand and shape consumer journeys as a lot of our conversion volume comes through on calls. The integration with Google Analytics allows us to paint an accurate picture of conversion paths and helps us to include calls in attribution models and PPC bid strategies. Review collected by and hosted on G2.com.

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Account Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

All the advanced features which give you insight into every single call. We have found the call recording very useful as well in determining the quality of a lead.

We have used other call tracking providers in the past, but ResponseTap has by far been the best. Review collected by and hosted on G2.com.

What do you dislike?

The initial layout when switching between different accounts can be quite tricky to understand, especially when having to set up single numbers Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It gives us a better understanding of what media channels generate good quality leads, and this helps us when planning future media campaigns for our clients. Review collected by and hosted on G2.com.

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Digital Account Director
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

We've been using ResponseTap for several years now and its uses continue to grow. It helps us to audit our channels and our clients to audit their processes with listening options and post-call IVR. Review collected by and hosted on G2.com.

What do you dislike?

The dashboard is still a bit tricky to navigate in places, but it's much better than the older version. At the moment, you still have to go back to the old layout to change account settings, which isn't really a problem but is slightly incongruous with how intuitive the rest of the platform is. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

ResponseTap helps us to see which channels are pushing people to call our clients, and how they then interact with the brands. It's helped us to measure ROI more effectively and demonstrate to our clients where their sales/call handling processes could be improved for better performance. Review collected by and hosted on G2.com.

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Account Director
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Every time we have an issue or a query, the support team respond quickly and are always able to quickly solve the issue. Review collected by and hosted on G2.com.

What do you dislike?

In a world of artificial intelligence, we rely on the Responsetap data to inform bidding models and key marketing decisions. It's frustrating that any single numbers used cannot be sent back to AdWords and are therefore lost data when AIs look at it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

90% of our conversions are calls. We need Responsetap data to help us decide where to spend money on advertising and what channels work better than others. Review collected by and hosted on G2.com.

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Senior Paid Marketing Consultant
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

- Nice and easy to set up, a simple bit of code that can be placed on any website

- Are able to close the loop in terms of conversion tracking

- Customer service is great. Review collected by and hosted on G2.com.

What do you dislike?

- The portal area is a little complicated to begin with - but once you get used to it, it is easy to navigate. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Proving that online paid advertising is crucial for any online business - and RT allows us to do this as we are able to attribute to these marketing efforts. Review collected by and hosted on G2.com.

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Sales & Marketing Coordinator
Information Technology and Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Being able to see sales leads that otherwise could be missed, and ensuring that marketing budget is spent accurately. This has been the missing link for us in creating and executing budgets and campaigns. We now have a full view of our marketing spend, including other tools we use. Review collected by and hosted on G2.com.

What do you dislike?

The dashboard has a lot of features that I have not yet learn't their purpose. Not necessarily a dislike, just features I am not utilising and therefore wasted. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We can track and chase quotes from PPC and dynamic numbers. Review collected by and hosted on G2.com.

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Head of Paid Marketing
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The ability to track phone conversions down to keyword level. Review collected by and hosted on G2.com.

What do you dislike?

The way the dashboard is structured is a little bit confusing and can take a while to get used to. Navigating to things can be tricky as to know where everything is. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

ResponseTap has helped us get better CPAs and increase the ROAS of our clients across the board. With the ability to now track the conversions of each individual conversion we are able to better optimise our Google Ads campaigns and get the best results. Review collected by and hosted on G2.com.

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Senior Paid Marketer
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

It's pretty easy to set up and having the extra data to work with can really take your accounts to the next level. With smart bidding strategies being so prevalent now, being able to track calls so effectively means we can let the machine learning work its magic. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes it can price certain clients out that do not have a huge budget. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We're now able to track conversions on service-based clients where phone calls are still the number 1 conversion path. Review collected by and hosted on G2.com.

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Digital Marketing Executive
Marketing and Advertising
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The tracking numbers work perfectly with our campaigns. We use it on website, magazines, print-outs and events. It' s easy to set up and it's convenient to schedule reports to see the stats. Review collected by and hosted on G2.com.

What do you dislike?

The interface can be improved as some area still has the looks from the old platform. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It gives us visibility of phone channels and allow us to attribute according in terms of converting leads. It also gives us insights of calls missed and strengthen internal process to avoid that. Review collected by and hosted on G2.com.

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Digital Marketing Director
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Response Tap, is simple and easy to use from installing onto the various sites that we use it on - to the reporting we can get from it. Review collected by and hosted on G2.com.

What do you dislike?

Response Tap offers us everything our business needs, there are no flaws and any technical issues are quickly resolved by their support team. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Initially Response Tap was used to gain an overview of call volumes achieved to make YOY and MOM comparisons. Now call data is interrogated to inform marketing spend. Review collected by and hosted on G2.com.

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AM
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

In my role as a delivery lead I managed the implementation of the Response Tab package onto our Salesforce environment and the technical support available from Response Tab was simple excellent. Their technical team supported us all the way to ensure we have fully functional solution on our platform, without impacting or disrupting other functionality and taking into account the specific requirements of our local business users. Review collected by and hosted on G2.com.

What do you dislike?

When we originally started with the implementation of Response Tab, it was designed for Salesforce Classic only.

However, this has since been corrected and the LEX enabled Widget was made available by the vendor in H2 2019.​ Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Work closely with the response tab technical team and they will guide you to get it done efficiently and effectively. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The ResponseTap integration into Salesforce empowers call centre operators with information about the caller’s online journey, allowing them to provide better customer experience and leverage this insight into the drivers behind a customer call, to increase sales. Review collected by and hosted on G2.com.

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Director
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The functionality in ResponseTap is second to none, tracking numbers and linking in with Google Analytics is just what we need to demonstrate conversions to clients. Review collected by and hosted on G2.com.

What do you dislike?

There isn;t a lot to dislike, they've resolved most of the issues they used to have with the admin dashboard over the last couple of years. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

No problems. Benefits all lie in the data and workflows we can establish to improve conversion rates. Review collected by and hosted on G2.com.

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Planning Executive
Legal Services
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Great to use with our print campaigns- newspaper/magazine. Easy set up and easy use! Would recommend highly. Review collected by and hosted on G2.com.

What do you dislike?

Not much. Would be great to have a live chat option to make the customer service work more efficiently. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

An easy way to quickly identify which campaigns are performing successfully and which aren't. Looking ahead, this tool helps massively from a planning perspective Review collected by and hosted on G2.com.

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PPC Specialist
Marketing and Advertising
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
What do you like best?

The interface is very user friendly and allows you to find what you want fast and easily. Also, very important RT customer service is easily approachable and always eager to assist with every issue you might have. Review collected by and hosted on G2.com.

What do you dislike?

There is nothing to dislike about Response Tap, but if I have to point out one thing, I would say that they might benefit from a online chat to assist with fast on the spot questions. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The main benefit is attribution and being able to determine what works best for our clients in order to further optimise it and therefore increase ROI. Review collected by and hosted on G2.com.

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ResponseTap Categories on G2