Case Study: bOnline’s 16.5% Increase in Calls
bOnline Ltd. is a growing ICT (Information, Communication & Technology) company offering professional website design and telecoms connections to small businesses across the UK. Marketing and lead generation at bOnline is almost wholly focused online and inbound; driving 100% of prospects to call or request a callback to enrol in our services.
Working with a limited marketing budget, each visit to dedicated landing pages matters, so bOnline is continuingly looking for new and innovative ways to provide better service to customers, convert more leads and to stay ahead of competitors with the use of emerging technology.
Prior to ResponseiQ, the conversion rate of call back requests was lower than ideal for some sales agents. Call back requests historically were prioritised lower than incoming calls which resulted in missed opportunities and low contact rates. The original objective for trialling ResponseiQ was to improve this metric by triggering all callback requests as incoming calls for sales agents…spoiler: IT WORKED! It worked so well there was a renewed urgency towards inbound calls and competitiveness from the team removing the complacency seen previously with email callback requests. Even better, customers were impressed, if not shocked, at our speed to return/answer their call resulting in a great first impression and halo effect for the rest of the conversation.
The original objective for trialling ResponseiQ was to improve this metric… …spoiler: IT WORKED!
Soon after integrating ResponseiQ callback widget on our landing pages and completing a quick setup, other benefits began to emerge. Most notably inbound calls from landing pages increased by 16.5% over a 10-week period, leading to a significant increase in sales. This is particularly true of leads originating from mobile search campaigns, and the ease of the callback functionality for mobile users.
Most notably inbound calls from landing pages increased by 16.5% … leading to a significant increase in sales.
The ResponseiQ platform has also found its way into bOnline sales training. With all of the data gathered by the platform, inbound calls per campaign, agent performance, call reports etc so easily accessible, bOnline’s Sales Manager and CEO are using recordings to help with sales coaching. In fact, the lowest converting sales agent used the platform to listen to past calls and subsequently the following week, hit record sales numbers.
the lowest converting sales agent used the platform to … hit record sales numbers.
In summary, bOnline sought ResponseiQ to solve one problem and in return received not only the core solution, but a platform that continues to provide value and benefit the bottom line. bOnline’s CEO, Sales Manager and whole Marketing team feel ResponseiQ is more than a software, but a committed partner in the battle of winning new business.