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Retreaver is a technology company devoted to phone call innovation. We help the world’s top companies harness the power of telephony for positive customer experiences, intuitive sales, and better ROI in marketing operations. Take a tour today.

4 Times Your Customers Prefer to Call You

October 19, 2017 | Stan Pavlovsky

When do your customers call you? Think back over the course of the last few weeks and ask yourself this question. How much time have you spent on the phone? And, of those calls, how many led to a direct benefit to your company? When it comes to providing good customer service, it’s always essential to provide your customers with a way to speak to you no matter why they call. But, it is also important for you to recognize when those calls may not be what you need to spend your time on.

Why Are Your Customers Calling You?

With the help of call tracking and call routing, you can get on the phone to handle the most important calls while allowing your team to handle situations where they may not directly need your attention.

First, let’s discuss why they call. There are four times when customers call – in these situations email, text messages, and even chatbots will not work. They want and need a real person to talk to. These are instances in which your clients need to reach out to you.

#1: Your customer has an emotional investment they need handled

This is when you want to be on the phone. It is always important for companies to create this type of emotional connection with their clients. It means they are invested in you. They want to succeed with you. Customers have emotional dedication to your company and they will come to you to meet all of their needs. Your customers call you in these times because they have concerns, needs, opinions, or other emotional-driven factors that are causing them to need to connect with you right away.

#2: Your customer has a financial investment

Money matters to most people, especially when it is an investment or an important transaction. Today, you will find that people view the phone call as the time when they need fast answers, and they need real information. They can log into their account, but when they want clarity and confirmation they are going to pick up the phone. And, again, when a customer calls you, for this reason, you need to react and be able to answer them. If you fail to meet this need when it is so important to them, your customers will turn to someone else to solve their problem.  61% of consumers find it extremely/very important to be able to call a business during the purchase phase of their decision-making.

#3: There’s some type of complex situation that needs immediate attention

Sometimes, it is just easier to talk about something than to write it down. It’s complex, challenging and it’s worrying them – and these are key reasons why your customer is going to call you to get information rather than send a message through your website. It is also important to have well-trained customer service to help not only answer their questions but also to provide a simplistic answer to the concern.

#4: Your customer wants to complain

It’s true. Customers can be noisy about their situation when they have a bad experience. They want to complain. They want to tell you how much you’ve disappointed them. It does not always need to be something that you’ve caused to occur. If they are unhappy, they need you to know about it. Sometimes, this is the ideal time to turn things around, too. This is when you can finally fix their problem and build a better relationship.

Sure, email and chatbots can help to speed up the process of providing information to customers. Yet, they cannot replace true customer service over the phone. When you realize that you still need to provide an avenue for these types of situations, you’ll see the value of adding call tracking and call routing services that make it easier for you to meet their needs. To get started visit try.retreaver.com!

Call Tracking Helps Digital Marketers

3 Things Missing in Your Digital Marketing Campaign HINT: Call Tracking

October 11, 2017 | Marija Sekularac

Why call tracking? Your digital marketing campaign is smart and responsive. You’ve geared it for your mobile users, because you know 60 percent of your customers are accessing your site. Your customers can call you from your site with a tap of their finger, and you’ve made conversion as easy and appealing as possible. But you’re still missing something in your digital marketing campaign. 

Does your customer offline experience match the online experience that you’ve honed so well? Do you know which channels and ads your customers are responding to the best?

With call tracking, the answer to these questions is yes. Adding call tracking to your digital marketing strategy lifts your marketing campaigns to a new level. Take a look at three reasons why:

 

1. Call Tracking Enables A/B Testing In Campaigns

A/B testing lets you know which elements of your ads and marketing are connecting with customers. It tells you how to adjust your ads for better performance. Call tracking is a primary tool in providing the data you need to make these adjustments.

Use call tracking to make constant modifications in your content and layout. As you run one marketing page connected to a unique phone number, you can make a small change — change the color of the click-to-call button, or add an emotional photo to the copy, for instance — and connect that to another unique phone number.

Each change helps you hone and optimize your marketing efforts. You know exactly what’s working, and you have the data to back it up. No more stumbling in the dark and guessing how to connect to your customers. With call tracking, you have the answers you need.

 

2. Call Tracking Enhances Customer Experience

Every time your customer is put on hold or transferred to another agent or department, you take a 20 percent risk that the customer will hang up. Not only do you lose that particular conversion, but you also run the risks of losing that customer forever and even having them spread poor word-of-mouth about their experience with your organization.

Call tracking helps put an end to the frustration and annoyance your customers can feel when their calls are endlessly re-routed, and they have to repeat their information over and over.

With call tracking, you can route calls to the correct department instantly based on the geographic information provided by caller ID. You can send repeat customers to agents they’ve dealt with before, or you can tie their calls with the data you already have about customers from your online contacts with them. Customer experience is enhanced because you do away with hold time, re-routing, and endless menus, and customer satisfaction goes up.

 

3. Call Tracking Provides Data on Ad Performance

Get the granular data you need to understand how your ads are performing with call tracking. By tracking keywords, you can know which ads, which keywords, and which of your overall campaigns are converting. You’ll know which ads and keywords generated calls, and you can match conversions to ads to understand what your customers are responding to.

Integrating your ads with tools like Google AdWords paired with call tracking lets you follow each unique visitor’s interaction with your site, gathering the level of data you need. Now you have the data you need to pull underperforming ads and put your marketing budget to better use.

Find out more about how call tracking can benefit your marketing campaigns today, visit try.retreaver.com.

Our Thoughts on Google’s Report: The Role of Click to Call In the Path to Purchase

October 6, 2017 | Marija Sekularac

Source: The Role of Click to Call In the Path to Purchase

The importance of providing consumers an easy way to call your business remains crucial in the age of mobile search. While marketing feels like it’s moving away from phone call call-to-actions, often this is due to a perception that attributing conversions to the calls is hard. In “The Role of Click to Call In the Path to Purchase” Google shows with data why calls are still an important part of your marketing mix, and with call tracking, companies are able to:

  • analyze which marketing campaigns drove the highest calls which resulted in sales
  • understand the online to offline customer journey and when the purchase was made
  • view stats on your highest and lowest performing salespeople and understand which keywords are closing transactions

In the Google / Ipsus-Reid survey of 3,000 mobile searchers who recently made purchases, the role that click to call played in their purchase process was analyzed, with insights delivered such as:

  • 70% of mobile searchers have used click to call to connect with a business directly from the search engine results page
  • 47% of mobile searchers say that if a business does not have a phone number associated with their search results, they will be more likely to explore other brands
  • 61% of mobile searchers state that click to call is most important in the purchase phase of the shopping process

Need more information about why calls are as important as ever? Read the full article here. Need more insight into how call tracking helps you align phone calls to your multi-channel marketing efforts and tracking? Get in touch here.

Budget Season: Why Marketers Need to Make Room For Call Tracking in Their Budget

October 3, 2017 | Marija Sekularac

When customers approach your business online, you can capture their information easily. You can even use analytics to hone your marketing campaign based on the data you gather. But what do you do with customers who call your business? They’re probably even further along in the conversion process than visitors to your website, but their information — including their needs and how they found you — seem to be out of reach.

The answer is call tracking.

What Is Call Tracking?

With call tracking, each of your marketing campaigns is assigned a different phone number. You can assign numbers to both online and offline campaigns. Your customers call those separate numbers, which all forward to your main business number so they don’t require separate staff for answering.

Call tracking lets you compare the phone traffic that comes in on each dedicated line to determine how your marketing strategies stack up against each other. You can also gather actionable information on individual calls, aggregating the data to help determine the effectiveness of your marketing campaigns.

Benefits of Call Tracking for Your Business

Call tracking is vital to marketing campaigns. It’s not difficult to add to your marketing strategies, and it can even help improve customer experience. Take a look at some of the top benefits of call tracking:

Monitor Your Current Marketing Campaigns

Through call tracking, you can monitor the success of your ads and marketing. A/B testing is easy to check and quantify, since you can measure factors including time of calls, length of calls, location of calls, volume of calls and that all-important metric, conversion rate.

Keep an Eye on Your SEO and Keywords

Yes, you can monitor keywords even from phone calls. More than ever, your customers are calling from mobile devices and starting from landing pages, Google call extensions, and other trackable starting points. Call tracking can capture and tally this data.

Evaluation of your Sales and Marketing Teams

You know those recordings that say “This call may be recorded for quality assurance”? That call recording can be part of a call tracking program that provides you the data you need to understand how your individual employees are performing. You can also use the data to tweak the questions that your sales teams are asking, since you’ll know what approaches are closing sales. In addition, this data is invaluable when designing training programs for new sales and marketing employees.

Improved Customer Experience

Use your call tracking to route calls to the appropriate agent or department quickly. As part of this, call tracking can populate the appropriate data to the sales or customer service agent, speeding up the process of helping your customer. Your employees are then empowered to provide personalized customer service aimed precisely at meeting the customer’s needs. As a result, you end up with a happy customer.

Evaluation of Advertising and Marketing Channels

Where are you running ads? Are you spreading your ad budget across online venues, social media, newspaper, radio and even local TV? By using call tracking, you can track which channels are producing conversions and which are lagging behind. That data helps you allocate your marketing budget wisely, so you put effort and dollars in the most productive places.

Call tracking is a valuable tool that can help you optimize your marketing efforts. Best of all, it doesn’t affect what you’re already doing; it just provides the marketing analytics you need to increase conversions and sales.  To get started visit try.retreaver.com

Banking by Phone: Top 5 Ways Retreaver Fixes Most Common Customer Frustrations

November 2, 2016 | Lucy Leiderman

A relationship between a customer and their bank can last a lifetime. Actually, it can last generations. Banking has grown to include online and telephone options, savings and mutual funds, international currency accounts, and dozens of different types of services. The clientele has also grown to encompass hundreds of languages, dozens of types of daily services required, and an overall array of customer types. Customers of 20+ years are no longer okay with still have to press 1 for their main language choice, when this is the longest relationship they’ve had with any brand. So how do big banks still treat every person with a degree of personalized care and support when they’re getting tens of thousands of calls per day?

The key is not in buying up more call centers or trying to make as much of the banking process as self-serve as possible. Certain types of customers (for example, those without easy access to Internet) or anyone needing immediate attention for a complicated issue will always end up calling. The solution is actually in using existing resources like phone lines, call centers, and other assets to just work smarter. And that’s what Retreaver does. 

Here are some top ways Retreaver is currently working with banking clients and the resources they already have to solve some of banking’s most challengeing customer experience issues. 

What customers say: “I got an email while abroad telling me to verify the last charge was me, but when I call the number right there in the email, I’m just sent to the regular IVR and have to wait on hold while using up my long distance!”

1) We connect email context to calls: Banking customers often receive emails with a specific call to action from their banks. Perhaps they’re travelling and need to verify the last charge on their card is not fraud. Or perhaps they just received a card in the mail and need to activate it. With Retreaver, you can seamlessly insert dynamic, custom numbers into emails that will not only grab the context of the email (travel alert), but will also securely attach the information vital to verifying that user. When the customer calls, they will skip the regular customer service IVR and be sent to exactly the right place using Retreaver’s routing capabilities. It’s an easy way through which organizations can leverage call context and set up improved customer experiences.

What customers say: “I’ve been researching mutual funds on the website for hours – why do I have to answer all the same questions on the phone as I already did online just to get some answers?”

2) Save on operations costs for call centres while increasing customer satisfaction: Retreaver allows you to understand exactly what each customer was doing on your website, packaging that information and sending it on to the call centre agent as they answer the phone. The agent saves time by addressing the customer’s concerns immediately, while the customer feels like they have received a customized experience. 

What customers say: “My account has over $350,000 in it and I get sent to the same customer support as my teenaged daughter.”

3) Prequalify leads and customers: Retreaver uses a tagging system to identify customers based on given data and behaviour. Now, before you direct where their call goes and an agent picks up the phone, you can pre-qualify your customers by whether or not they match certain tags. This will help the system understand where to send the call and what kind of experience to navigate this customer into. Callers may be a high value investment customer that requires special attention or a student calling about a checking account. Retriever’s system fills out the tags for each caller and packages the information into the dynamic number so that they go to the right place and save you time and money on resources. 

What customers say: “I have to press about 12 buttons before I actually get to where I need to be. Surely this isn’t the best system that’s available.”

4) Create custom “routes” across your existing IVR: With the context of what your customer is calling about and who they are, you can use Retreaver to quickly and easily set up experiences. You can either create an IVR with a unique voice and set of choices (perhaps for a special campaign or activation), or just use tags to set up the navigation of where this call with go within your large network. If it is a traveller currently calling about a frozen card, for example, you’ll want to send them to the right department right away so that they can get back to enjoying their vacation. 

What customers say: “I already know what I want to buy, butmy bank makes it so hard to get in touch with the right person that their customer service is the biggest reason I’m looking somewhere else.”

5) Support brokers and advisors both in branch and out: Retreaver allows you to use your number pool and integrate with your digital advertising. You can use this advertising to localize the phone-in numbers to your customers’ general area, and set up a chain of call recipients based on top-performers. For example, if you want to connect someone browsing a mortgage with a mortgage advisor in your area, instead of calling a branch and hoping to be transferred, customers will be able to dial the number for the advisor, that will connect them to someone in their area. And if that person is busy and doesn’t pick up, Retreaver’s continuous ringing feature can go down a recipient chain ensuring that someone will receive that lead and ultimately win the conversion of a prospective customer into a qualified home buyer. 

For more on how Retreaver does banking or to schedule your free demo, get in touch today with mark@retreaver.com

Introducing Retreaver Perform – a comprehensive solution for affiliates

August 10, 2016 | Jason Kay

It was just over a year ago that Retreaver launched its rebrand from affiliate and call-tracking centric platform CallPixels. Today we are taking the next step toward our vision of building a customer success driven content management system. Over the next ten months we will develop our product suite faster than ever in order to deliver a solution that’s just right for every segment of our user base. Retreaver’s brand new product edition, Retreaver Perform, is our first step in this mission.

Affiliates, say Hello to Retreaver Perform

Logo-Retreaver-Perform-RGB

Today, Retreaver is segmenting its affiliate marketing product as Retreaver Perform.

For user familiar with the previous terminology, moving to Retreaver Perform will come naturally. “Affiliates” have become “Publishers”, “Targets” have become “Call Buyers”, and “Target Groups” are now “Buyer Groups”.

Retreaver has always excelled at call attribution, however, in order to deliver on our promise of “Personalization, Relevance, & Context at Scale”, we felt the need to address our performance marketing users directly. The affiliate business is unique, complicated, and full of opportunity. That’s why Retreaver Perform addresses this industry singularly, with upcoming features created with the performance marketing space in mind.

The Retreaver Perform product product is being organized by “Contact Sources”, “Contact Handlers”, and “Contact Points”. We’ll be updating our support materials over the coming days to reflect the changes. The new terminology is all a part of our goal to be a turn key solution for anyone on the receiving end of a phone call. We hope our affiliate and performance marketing users will enjoy the industry-custom Retreaver Perform product and join us on our journey to create a new customer experience standard in the telephony space.

The Retreaver Team

Bridge The Mobile Gap With Call-Ready Email Offers

August 2, 2016 | Jason Kay

Email marketing is one of the main tools in the modern omnichannel marketer’s toolkit. It’s fast, it’s scalable, and if you’ve built your email list through opt-ins and subscriptions, the ROI is appealing. However, it’s 2016 and most people check their emails on their phones. That means the rush to optimize email offers for mobile has included mobile friendly websites, smaller files sizes for imagery, and more. Sometimes though, email offers have calls to action that will include converting to another site or a form and filling it in – while possible on mobile, it’s hardly ideal. For performance marketers that need to get lead data in order to pass it on, or enterprise marketers running contests and collecting leads – what do you do?

In the age of the desktop, 20% conversions on short-form leads (like mortgages, insurance, contests, and pretty much anything that requires a form fill or lead details) used to be common. That’s 1 out of every 5 people that opened the form. Today, marketers are struggling to get people to fill out forms. The new mobile norm has moved to “click-to-everything”. Click-to-call, click-to-login, click-to-join…and conversions from an email offered opened in mobile to a form and then a lead generation have plummeted. Luckily, Retreaver has come up with a great solution for this.

 

Email offers with phone numbers for call tracking

The Retreaver solution seamlessly integrates the traditional email offer with the new capability to input dynamic numbers from Retreaver and allow anyone looking at the offer over mobile to click-to-call (or simply call). Not only does this empower the marketer with a set of features to tag, track, and route the lead so as to never lose it, but now the offer is optimized to work with mobile.

It’s really easy

With Retreaver, you can attach phone numbers to your offers, and route the calls to a call center or agents that are ready to collect leads and close sales over the phone. For example, for performance marketers, we automatically integrate with software like LinkTrust, allowing you to create numbers that track back for each of your phone-enabled offers, right from your existing interface. The calls track just like you would expect: when someone calls the number, it counts as a click, and when the call meets your sale criteria, it counts as a sale.

Instead of sending your potential lead to a site and then hoping that site has been optimized to work well with their device and operating system, simply use a set of Retreaver features to get that conversion, including:

– Easily put up an IVR per offer or campaign to intake that caller

Route the call anywhere it needs to go with our smart routing system

Pre-qualify the lead through our tagging system that will identify a set of data to determine what kind of call-in experience to deliver

Interface with your current analytics or ad servers

– Use our continuous ringing feature to never lose that lead by driving them to a series of right places if the first don’t pick up

– Find all the data down to the granular unique ad-click to call info, with the ability to pull reports and analytics from your dashboard

…and more.

Adding Retreaver to existing lead-generating offers is a great way to increase revenue

By adding Retreaver to your email marketing arsenal, you can increase your existing ROI streams and branch out more aggressively into mobile advertising. We can even automatically manage the number of phone lines assigned to each partner, team, department or campaign, deleting them as they fall out of use, saving you as much money as possible.

If you run email campaigns that require forms to be filled out or if you’re trying to capture more of your customers’ data over email, not using calls to capture the mobile demographic is a missed opportunity. Talk to us about adding phone lead generation and data capture to your existing offers and find out how much more revenue you could be bringing in with Retreaver.

We’re serious about our unbeatable uptime

April 28, 2016 | Jason Kay

Retreaver is fully aware of the enormous impact downtime events have on our customers. We know that customers lose large amounts of money any time their phone systems go down. Beyond revenue, unquantifiable things like trust are lost, and the repercussions can be enormous.

We take nothing more seriously than providing a service that is dependable, because we want you to trust us with your call traffic. We work tirelessly to ensure that Retreaver will always be available, responsive, and fast.

External Providers

Importantly, all call traffic is handled by Twilio, who have an upstanding reputation for world-wide reliability. Retreaver does not self-host phone systems or rely on “race-to-the-bottom” providers. Like Retreaver, Twilio has a strong focus on uptime and quality that we have come to depend on and trust. We only trust the proven reliability of Twilio with your voice traffic.

With that in mind, the Retreaver API must be responsive to requests 24/7 from both customers and Twilio. Our high-availability architecture has been designed with this requirement at the forefront.

High Availability

Warning: nerdiness & technical specifics!

Retreaver is architected for high availability, hosted on Amazon’s AWS. Our primary systems are in the us-east-1 region. We have redundant systems across multiple availability zones for every service. We currently use Postgres managed by RDS for our database, and have automatic failover enabled should a single availability zone go down, or should the server itself crash. Our Redis and Memcached servers are managed by ElastiCache and all have redundant failover systems online.

Retreaver achieves multi-region high availability by also maintaining an online standby cluster in the us-west-2 region of AWS. The database sever in this cluster is kept in sync with our main cluster in us-east-1 using Bucardo.

In the event of an unlikely major catastrophe affecting all of us-east-1, the us-west-2 cluster is failed-over to. Many providers do not have a contingency plan in place for this event, but we remember all too clearly the outage of October 2012.

  • During a failover event, all asynchronous external callbacks (‘pixel fires’) that are normally proxied through a us-east-1 server are delayed until normal operations are restored.
  • Some call log and all dashboard features are unavailable during a failover event, since our search servers are currently in us-east-1 only. Call traffic continues to be handled normally.

The failover process is automated and tested weekly.

Monitoring

We monitor uptime and key operational information such as queue lengths via Pingdom. Our developers are on-call to respond to emergencies and are automatically paged by Pingdom in the event of an unexpected issue.


You can view our Pingdom Dashboard here!


Errors, response times, and servers are monitored via New Relic. Additionally, we pipe all this information and much more into Datadog to provide our developers with a single point of reference, ensuring a fast, targeted response.

Disaster Recovery

Although unlikely, in case of database corruption, human error, or other scenario where failover to a second set of servers is inadequate, Retreaver maintains database backups to S3 via RDS, allowing for point-in-time recovery for up to a month.

Transparency

Whenever maintenance is scheduled, or during an outage, we keep our customers abreast of what’s happening so that they can make important business decisions. Status updates are broadcast to all Retreaver users through alerts on all pages of our app.


You can view our public Status Page here!


If you have any questions, don’t hesitate to contact us. Just submit a support ticket and we’ll respond quickly to address your concerns.

Introducing the New Retreaver

October 2, 2014 | Jason Kay

We’re thrilled to announce that CallPixels (2012-2014) is now Retreaver! Here’s how we’re getting even better at managing personalized customer sales experiences at scale:

In 2012, we started CallPixels – a bootstrapped operation running out of Colorado Springs with the idea of minimizing customers’ frustration and getting them where they need to go instantly by seamlessly integrating phone and web user experiences.

In addition to seeing an incredible amount of growth in a short period of time – a 90 per cent increase in users in 2015 alone – we are now setting a new standard in lead pre-screening with best-in-class, real-time personalization.

But with progress also comes change, and so we are excited to announce the launch of our new platform, Retreaver!

Using advanced tag, track and route technology, Retreaver is an innovative contact management company that delivers personalized customer sales experiences at scale, setting the standard in lead pre-screening with best-in-class real-time personalization.

In order to deliver a happier customer, Retreaver tracks customers individually across multiple channels, including online and the telephone, building information about customer history and intention. Our tagging and step-in Interactive Voice Response (IVR) allows us to use knowledge about customers that we get from other channels, such as activity on their website and data we pull from CRM platforms, to help route customers quickly without prompting them. This information is then packaged and routed to the best resource inside of an organization to handle the customer, resulting in a better, more consistent and customized experience at scale.

While Retreaver continues to maintain its position in the highly competitive affiliate marketing space, we’ve expanded our focus towards increasing customer reach through integration with CRM platforms, including Oracle Eloqua and Salesforce. This makes it possible for enterprise clients to integrate our product into their systems for the very first time.

We know that exceptional customer service is based on knowledge of the customer – but at scale, few companies are equipped to know each person, their details, and their motivations. Retreaver’s technology allows companies to achieve this on a large scale, as well as deliver multi-channeled, measured results. In the end, our goal is to shorten the distance between interest and close of sale – between customer inquiry and company response.

If you’ve been with us since the early days of CallPixels, thank you for sticking around and helping us grow to where we are today. If you’re new to Retreaver, sign up here and learn more about how we are delivering what others cannot – a seamless, multi-channel tagging, tracking and routing platform that serves up a person, not just a number.

Enabling Offers For Mobile with Call Tracking

September 8, 2012 | Jason Kay

OK, let’s face it. Email may not be dead, but the way people use email has changed forever. Where 20% conversions on short-form mortgage lead offers used to be commonplace, today affiliates are struggling to get people to fill out forms. Times have changed, and net-savvy consumers are steering clear of offers delivered by email in fear of getting deluged with spam. Worse yet, many people are now checking their email on their phone, which means they aren’t going to spend time filling in a lead on a desktop-optimized website.

So what is an affiliate network owner or offer manager to do? We propose a solution that seamlessly integrates the old with the new. With Retreaver, you can attach phone numbers to your offers, and route the calls to a call center that is ready to collect leads and close sales over the phone. We automatically integrate with affiliate network software like LinkTrust, allowing your affiliates/Publishers to create numbers that track back to them for each of your phone-enabled offers, right from your existing Publisher interface. The calls track just like you would expect: when someone calls the number, it counts as a click, and when the call meets your sale criteria, it counts as a sale.

Adding Retreaver to existing lead-gen offers is a great way to increase revenue.

By adding Retreaver to your affiliate marketing arsenal, you can increase your existing revenue streams and branch out more aggressively into mobile advertising. Best of all, there are no contracts to sign or minimum charges. Just pay for the phone lines and minutes you use. We can even automatically manage the number of phone lines assigned to each Publisher, deleting them as they fall out of use, saving you as much money as possible.

If you have mortgage, insurance, health insurance, education, or automotive lead offers and you aren’t providing your Publishers with phone numbers, you are missing out on a huge revenue stream. Talk to us about adding phone lead-gen to your existing offers and find out how much more revenue you could be bringing in with Retreaver.