Blog & News

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.

Retreaver-banking-call-solution

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

retreaver-call-tracking-for-affiliates

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

retreaver-bridges-phone-gap

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.

retreaver-uptime

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.

retreaver-blog-intro

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.