ResponseTap Reviews & Product Details


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

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ResponseTap Profile Details

ResponseTap Profile Details

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Vendor
ResponseTap
Company Website
Year Founded
2008
HQ Location
Manchester, United Kingdom
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
81
Twitter
@ResponseTap
Twitter Followers
2,678
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Companies Using ResponseTap

Seagate
Aon
Prudential
Aviva
Netflix
Allianz
First Data
AJ Madison
Bupa
Belly
Instructure
British Gas

ResponseTap Reviews

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1-25 of 46 total ResponseTap reviews

ResponseTap Reviews

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1-25 of 46 total ResponseTap reviews
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Digital Marketing Manager
Leisure, Travel & Tourism
Mid-Market
(51-200 employees)
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"Leading Call Tracking Software -Don't Hesitate"

What do you like best?

The ease at which I can get data on which of my Marketing efforts are translating into real leads for the business. Also the account managers are amazing and always wanting to make sure we get the most out of the product.

What do you dislike?

There's nothing really, but if I had to pick, it's the new look of the dashboard- but that's just because I'm not used to it yet! That said, it does look like it has a lot more to offer than the original version.

Recommendations to others considering the product:

Make sure to make sue of the account managers and support team - they are super helpful and always try and make sure you're getting the most out of the tool. Keeping you informed of any new developments, reviews of account performance etc.

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

At a glance see where you are getting the best ROI. Multi-channel attribution. Call handling response times etc.

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Enterprise
(1001-5000 employees)
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"Probably the most intelligent call tracking software on the market"

What do you like best?

Being able to attribute call conversions to the correct marketing channels and optimise accordingly, which is cruicial to our business as most of our guests book their cruise over the phone.

What do you dislike?

A live chat support would be handy to resoleve minor issues quickly and it would be great to receive alerts when there is an issue with tracking.

Recommendations to others considering the product:

If you want to be able to attribute call conversions to the right marketing channels to achieve the best ROI then choose ResponseTap. The customer service team are fantastic and we'll ensure you get the most out of the software.

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

Ensuring that our significant advertising budget is invested in the makreting channels that help us achieve the best return on investment. We have recently decided to offer our customers a Freephone across our wesbite and ResponseTap helped us achieve a seamless transition.

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Small-Business
(2-10 employees)
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"Great Service and great support"

What do you like best?

Best thing about ResponseTap has to be the direct email and telephone support. Response time is incredible even at weekends and the manager is always available to answer any question and to get more out of the system. We are a small client and I was surprised at this level of support normally reserved to bigger Enterprise-level clients.

What do you dislike?

This is no fault of ResponseTap but since Google implemented https only searches and therefore no keyword tracking is available for organic traffic, the value in a tool like ResponseTap kind of dropped a bit.

Recommendations to others considering the product:

Speak to the team and ask for a Demo they will be able to advise you in an honest manner.

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

Tracking of calls and attribution to marketing spending - understand which pages generate calls - understand which paid searches generate calls.

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E-Commerce Manager - Travel
Internet
Small-Business
(2-10 employees)
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"Can be difficult to implement"

What do you like best?

Easy to implement if you're platform allows it. We have had issues implementing on Episerver due to issues with span tags overriding existing div tags. Good support though.

What do you dislike?

Had a few issues with reporting interface, and some of the tracking initially seems a bit unclear, but early days.

Recommendations to others considering the product:

Ensure your current platform will accept the code and you have the technical ability in-house to make any config changes.

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

Previously we've been unable to track enquiries back to a source, so our PPC campaigns have been inefficient as we have had no attribution for telephone enquiries. As we've started to receive tracking data we have immediately been able to start refining PPC campaigns to reduce costs.

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Small-Business
(11-50 employees)
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"Call tracking made easy"

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.

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.

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.

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Small-Business
(2-10 employees)
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"Probably the best call tracking solution I've used"

What do you like best?

I love the attribution call tracking to actually see the first click channel and last click conversion path.

This allows me to accurately report the true value of marketing channels

What do you dislike?

I'd like to have a chat facility for support to resolve any issues.

Recommendations to others considering the product:

Quick and easy to implement, I've used 4-5 different reporting platforms and this is the best, bar none.

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

We create a bespoke all channel marketing report for a client and having the ability to export the data to customise the vlookup section is great.

It's a quick way to report daily performance and attribute conversions in the correct place.

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Small-Business
(2-10 employees)
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"Just what we needed!"

What do you like best?

The level of support from our account manager to technical support is immense, the insights available from the platform has given us the ability to make many positive changes to our campaigns.

What do you dislike?

Not much to dislike really, pleased with regular updates and available to help at any given time.

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

Our primary goal was to improve our PPC campaigns and we've struggled to do that in the past, however ResponseTap has given us the ability to see which specific campaigns are driving calls and conversions. We've also benefited from having single numbers being tracked from various channels (Social, Email signature, E-Marketing).

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Small-Business
(11-50 employees)
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"ResponseTap continues to perform"

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.

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.

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.

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Small-Business
(11-50 employees)
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"The call tracking solution is great but it's the support team that make it 10/10"

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.

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.

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.

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AR
Small-Business
(2-10 employees)
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"Just the solution we were looking for!"

What do you like best?

A really slick and easy to use interface. Complex problems are met with very easy solutions, for example being able to track the number of calls going through directly to clients.

What do you dislike?

Only small issue is that some of our clients are on premium rate lines which we can't direct through to.

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

Mainly improving our client's views of the success of our platform. Our biggest issue was that we display clients contact details directly on our site, and had no way of tracking how many leads they were getting from us. This is the perfect solution and will not only help us provide a better solution for our clients, but actually help us to create a better service overall as a business.

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Mid-Market
(501-1000 employees)
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"Great service with a very quick & efficient support team"

What do you like best?

When you need help with anything, the support team get back to you within minutes, often with a solution straight away. They're patient and efficient.

What do you dislike?

The categories for adding your numbers are pre-set and not the most logical for us.

Recommendations to others considering the product:

Go through the system and see the different features that it offers - it's so easy to use and the team will help you with all areas. If you can go through a demo, it will really help.

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

Able to report on the levels of calls from different channels and breaking this down by region/site has helped enormously and is something we couldn't do previously. It is enabling us to report more efficiently and plan our marketing campaigns better.

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Small-Business
(11-50 employees)
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"Fantastic: easy to navigate and seemless tracking"

What do you like best?

The interface is very clearly laid out and allows you to find what you want fast and easily. The quality of recordings are also crystal clear too.

What do you dislike?

Nothing immediately springs to mind, although the conversion goal tracking registers sales in currency as opposed to simply just discrete values. This doesn't make any difference day-to-day though.

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 also allowed us to spot customer information trends.

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Online Marketing Specialist
Marketing and Advertising
Small-Business
(11-50 employees)
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"Great call tracking and personalised service make ResponseTap a must-have for call centre businesses"

What do you like best?

The system is very reliable and the analytics dashboards built into the product are great. We've been able to eek out a lot of useful information and get a much better idea about our customer journey since implementing ResponseTap. The development guys are constantly adding to the feature set, and being able to listen back to calls or retrospectively add a value to a customer interaction is very helpful. On top of this, ResponseTap support is excellent. If ever you have a question about integration, new features, pulling complex reports, their telephone and email support staff are always helpful and quick to reply.

What do you dislike?

There is very little to dislike about ResponseTap. In the past, the built-in reports were quite basic, but these have really come into their own light in the past 6 months. As w

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

ResponseTap allows us to add value to our clients with reliable call tracking and recording. This complements our online activity and helps us to assess the real value of each channel. Using ResponseTap, we've been able to improve our enquiry quality and learn more about which channels drive the best ROI. If you're running a business that handles calls in any way, I would wholeheartedly recommend ResponseTap!

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Small-Business
(11-50 employees)
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"Great user-friendly tracking solution"

What do you like best?

Really easy to user interface, great reporting options and loads of support available. They've run training sessions for us and are always checking in to see if we need help.

What do you dislike?

Not as advanced as other call tracking solutions but much easier to use

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

We're now able to realise the true performance and potential of paid activity and allows us to better attirubite calls.

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U
Enterprise
(1001-5000 employees)
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"Attribution at its finest"

What do you like best?

I love the functionality and the insight we get being able to attribute success to particular channels and creative. I also love the fact that I have access to immediate support by phone, email or even face to face.

Best thing about ResponseTap has to be the direct email and telephone support. Response time is incredible even at weekends and the manager is always available to answer any question and to get more out of the system. We are a small client and I was surprised at this level of support normally reserved to bigger Enterprise-level clients.

What do you dislike?

Not being able to listen to calls over 30 days old.

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

Attribution is the key benefit, being able to understand what works and does not enabling us to optimize performance and not continue with things that do not work.

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Mid-Market
(201-500 employees)
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"great call tracking solution"

What do you like best?

very good support from staff, easy to setup and produce reports in analytics. Good call tracking solution.

What do you dislike?

there is some work to be done on connecting calls to covnersions down to the granular level which is what they are working towards but it is in its infancy in regards to connecting offline sales and matching them with other database information but they are headed in the right direction

Recommendations to others considering the product:

simple, easy to use, does everything that we want it to do currently

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

It allows us to to track calls for conversions that we can segment by channel in analytics.

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Campaigns and Performance Manager
Mid-Market
(201-500 employees)
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"Great personalised service"

What do you like best?

ResponseTap support is great. I have monthly catch-ups with my account manager to answer any of my questions and ensure I am making the most of the product and aware of all the updates. The new insights platform gives me some great information and reports which help me assess by campaign performance.

What do you dislike?

Not much to say here as I'm pretty pleased with the recent improvements and increased support levels.

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

ResponseTap's call tracking allows me to assess the performance of campaigns and channels across my operations and therefore increase my ROI.

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Enterprise
(1001-5000 employees)
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"Great product and amazing customer service team. "

What do you like best?

Had no issues setting up Responsetap - seamless transition and very easy setup. It is definitely a step up from our previous tracking provide specially with regards to the customer service. The team and our account manager is always there to help us with any support issues.

What do you dislike?

NO dislikes so far as they have been pretty amazing. The only thing that might add more value are additional data filters in the RT dashboard.

Recommendations to others considering the product:

Yes.

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

We have been able to track all our digital media spends to different digital sources including PPC, display and others.

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Director
Marketing and Advertising
Small-Business
(11-50 employees)
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"Essential insight"

What do you like best?

Easy to set up (minimal dev support required), easy to understand reports and static numbers for offline campaigns.

What do you dislike?

There really isn't much to dislike about the product, but I'm sure they'll continue to improve it over time.

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

Helping to understand the interplay between offline and online and allocating budgets accordingly.

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U
Small-Business
(2-10 employees)
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"Overall I am happy with the service."

What do you like best?

Very good response time when it comes to contacting support. Simple to use interface. By using this product we now have a much better idea of where we our marketing budget is going.

What do you dislike?

Sometimes there are occasions where data is not recorded and that is frustrating, but overall I am happy with the service. The accounts department never sends us invoices, we have to keep chasing for them every month which is annoying.

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

The ability to track ROI on an ever increasing media spend.

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A
Mid-Market
(201-500 employees)
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"Great support and great service"

What do you like best?

Straight forward and easy to use. Excellent support, very quick response to all requests/issues and very quick resolutions. Interface is easy to use and provides excellent insight for our purposes. Dashboard contains a change log and work in progress list so very easy to see what is coming up.

What do you dislike?

Very little. Changing between accounts could be smoother.

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

We use Response Tap to measure campaigns, track results and monitor calls. This has helped is to refine campaign strategy and demonstrate direct ROI.

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Paid Search Specialist
Mid-Market
(51-200 employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"Best call tracking solution I have used"

What do you like best?

Getting started is such a simple process, not too much required and the instructions are straightforward.

What do you dislike?

The transition to a better platform for reporting has taken a while. The data is most useful straight into Google Analytics for us so this isn’t a great issue.

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

The benefits outweigh any costs. We can determine exactly what spend is working or not and adjust budgets accordingly. I don’t know how anyone can run a campaign without call tracking these days.

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Enterprise
(1001-5000 employees)
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"Top tech company"

What do you like best?

Every touch point from sales to account manager and technical support always give a prompt and high-quality service.

What do you dislike?

Nothing - the technology is great and the service matches it.

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

Showing ROI for our various marketing channels and campaigns

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Small-Business
(2-10 employees)
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"Great customer service"

What do you like best?

The team are quick and efficient and answered my customer support request speedily.

What do you dislike?

There's a limit on the number of placeholders that are available for a single site.

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

Different call tracking numbers for each lead.

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AU
Enterprise
(1001-5000 employees)
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"Excellent tool that does what we need it to do"

What do you like best?

I like the simplicity of the dashboard and the level of detail available in terms of attributing calls to marketing channels

What do you dislike?

Not much to dislike, the only issue is for a business expanding internationally, it is quite costly to use the tool in some territories.

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

We can now track inbound phone calls as a conversion point and attribute a weighting to them depending on when and where they originated from

ResponseTap Features

  • Local Phone Numbers
  • Toll-Free Numbers
  • Port Existing Numbers
  • Visitor & Keyword Tracking
  • Dynamic Number Insertion
  • Multi-Channel Call Attribution

ResponseTap User Ratings

8.7
Ease of Use
Average: 8.9*
9.3
Quality of Support
Average: 9.0*
8.0
Ease of Setup
Average: 8.8*
* Inbound Call Tracking Category
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ResponseTap Categories on G2