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.