Humanizing customer experiences with real-time behavioral data

ResponseTap
Humanizing customer experiences with real-time behavioral data

Customers are 33% more likely to make a purchase when they speak to a specialist from a brand’s call center after doing online research. Do you recognize when a potential customer most wants to talk to you? Realize the power of in-the-moment marketing utilizing Qubit and ResponseTap to enhance your call-based attribution and provide powerful visitor-level tracking.

Scott Dunn case-study DFS case study

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ID to VIP: The Scott Dunn approach

Scott Dunn screenshot

The challenge

Scott Dunn recognized that certain cohorts of visitors to their website were more likely to go on and enquire but frequently needed prompting to do so. To increase conversions, they wanted to connect them by phone with dedicated destination specialists during their browsing experience.

The solution

Scott Dunn worked with Qubit to identify in real-time highly engaged users who were researching a particular destination on their site. Once identified, these users were shown a personalized page as part of their browsing experience containing contact details and pictures of Scott Dunn specialists in that destination. This action not only increased conversions but, through integration with ResponseTap, allowed full tracking from page view to call to booking.

“Driving website visitors to call us and enquire is critical to our business model. The Qubit-ResponseTap integration allows us to fully realize the impact of tests we do on the site. Using both partners has allowed us to further refine our personalization strategy, and what has me excited is how we’re able to enhance the customer experience through merging online data to offline CRM data.”
Graham Horner, Chief Marketing Officer, Scott Dunn

The DFS attribution challenge

DFS screenshot

The challenge

The majority of DFS products cannot be purchased online, but require a store visit or a phone call. DFS wanted to gain a greater understanding of their website visitors who use their call centre in their journey to conversion. By identifying this, they could help prompt these customers to contact their call center specialists.

The solution

The DFS and ResponseTap integration enables Qubit to monitor where and when users contact an offline agent. It also allows Qubit to track the impact of A/B tests and on site personalizations on offline call volumes. Using this insight and Qubit’s Deliver platform, DFS can now serve personalized prompts at the optimum point in a visitor’s journey with a phone-based call to action.

“Being able to seamlessly link our offline and online data for such a key success event has been invaluable. Qubit and ResponseTap have driven and continue to drive a significant level of conversions and help us not only process a substantial volume of calls every month but increase the generation of sales leads.”
Russell Harte, Head of Multichannel Development & Delivery, DFS

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ResponseTap

ResponseTap seamlessly links the online customer journey with offline phone calls, delivering greater insights for effective marketing ROI attribution, website personalization and improved customer experience. With visitor-level call tracking at their core, ResponseTap track every web visitor and every click through to the phone call and beyond. Their call centre and CRM integrations allow actionable data from the website to be passed through to your call centre agents, empowering them to provide a personalized customer experience.

www.responsetap.com | info@responsetap.com

Some of the clients utilising Qubit and ResponseTap

Club Med logo Exodous logo Aldermore logo ATD logo Vitality logo Imagine Travel logo Car Shop logo

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