Archive | May 2013

Sales Contest

Dear friends,

I am watching YouTube today and guess what I find? It is a sales contest builder. This is such a nice app because it makes sales contest easy to operate for everyone. The management will find it easy to execute the contest and the sales people will also find it very handy to get updated on what is happening in the contest. They know where they stand so they know if they have to work harder to remain on their spot or to catch up. The video talks about motivation, the speaker and the uploader of the video is Nancy Nardin.

Sales ContestBuilder

By Nancy Nardin


Nancy said that the topic is about motivation because sales contest motivates sales people to do their best. This tool can help your company increase revenue and excites sales rep to achieve your sales objectives. It arouses the competitiveness in the heart of every sales rep, they will not only get the quota but they will also exceed it! You can create a contest base from the information they input in the crm like the number of calls, presentation and others. SalesContest Builder app is very easy to manage because everything is automatic. You can reach your goal in a fun and rewarding way! What can you say?

 

Cheers,

 

Jack

Advertisements

Software that Fits your Needs

Hi Folks!

Businesses nowadays need software sales tool. We need this to ensure that all our data is accurate to make an accurate decision as well. However, not all sales software fits our needs. Some tools might be effective to one company but might not fit us. With this I think that I should share every kind of software that I find online and it is up to you to choose which fits your needs. I will share a tool from SuccessFactors Blog (@successfactors) written by Mark Brandau. Study what you need in your business and see if the feature of the tool fits your need.

The Right Fit

By Mark Brandau

I just bought a new coat.
I know, I know – “so what, who cares.”

But here’s the thing— I really like this coat. It’s actually a 3-in-1, meaning I can wear the shell, or the liner each as a separate jacket, and when they are combined – it becomes a warm, full coat. Plus, its water resistant, includes a hidden hood, lots of pockets, and looks equally good over a suit or with more casual stuff. And since I travel a bit, this versatility helps. This is a great coat.

If you’re a learning professional, I’d suggested you should feel the exact same way about your learning management solution/LMS as I feel about my new coat.

Are you excited about using it? Does it provide a tremendous amount of flexibility – for any and all occasions? Does it travel well—ensuring that learning can truly be accomplished anywhere, on any device, with any user, and any content? Does it stand on its own as a best-of-breed solution, and function as a seamless part of the leading talent suite? And does your learning solution deliver measurable results, making you and your team look good, regardless of business climate?

According to Bersin’s new 2013 Learning Management Systems Market Map, “Of all HR technologies, the LMS is the one system that touches every employee in an organization. It is also one of the HR systems with which buyers have been least satisfied.” If you’re feeling like your current LMS or learning solution doesn’t quite “fit” any more—I would encourage you to take a look at SuccessFactors Learning.  For nearly 20 years, we’ve been a perennial leader in every analyst report (including Bersin’s new 2013 Learning Market Map). While we’re proud of this, we’re not content. In fact, our new, February release reaffirms our commitment to lead the market by continuously providing you with learning enhancements and innovations.

With our February release, we’re excited to deliver Learning enhancements that include, but are not limited to:  Enhanced support for learning on iPads, a new training and budgeting planner, and new support for Extended Enterprise eCommerce Subscriptions. With our new training and budgeting planner, you get a better idea of the training needs of your organization and can manage your training budget all in the same place. Employees and managers can submit training requests for review and approval. And, you can restrict an organization’s training budget or the number of employees a manager can send to a training course. It’s a win-win — you ensure company compliance with country-specific training requirements, and employees get the training they need for continued business success. Plus, with this release, you can enjoy a new way to monetize your learning investment with e-commerce subscriptions for the extended enterprise. This allows you to offer bundled training content to your customers at a fixed price for a specified period of time.

These improvements certainly provide greater flexibility and help ensure you look good by giving you more ways to increase learning ROI.

As I’ve recently experienced– clearly, all coats are not created equal. And if you’ve outgrown your learning solution, or think all LMS’s or Learning solutions “fit” the same, take a look at SuccessFactors Learning and our new February release. We think you’ll like how it fits.

Thanks for reading! Does the software mention above fits your needs? If so, are you going to use it? If not, what kind of tool do you need for your business? Your thoughts are valuable to us so make sure that you write it on the comment box before you leave.

 

Thanks,

Jack

 

Use Email Effectively by Using Rapportive

Hello People!

I find another software sales tool to share with you. This is not ordinary sales software. It is just a tool that you can use to build rapport with people you like to do business with. This is called Rapportive. Once you installed it in your email, you will find it easy to identify the person who is sending you message and it will be easy for you to connect with that person using the social media buttons such as Facebook, Twitter, Google plus and LinkedIn. Here’s an article written by Rahul Vohra (@rahulvohra) to help you know the tool better!

Write better emails: be astute, personal, and effective

By Rahul Vohra

When somebody emails you, Rapportive is great!

You can immediately see what people look like, where they are based, and what they do. You can establish rapport by mentioning shared interests. And you can grow your network by connecting on LinkedInTwitterFacebook and more.

But what about when you send email?

When you start a new conversation, Gmail itself doesn’t help at all:

 

 

You’re emailing Conrad, but you are flying blind.

Where is he? What’s he doing? What’s he thinking?

What’s going on in Conrad’s life?

It would be tremendously useful to have Rapportive right here:

 

 

Today, we are super-excited to deliver one of our most requested features: you can now use Rapportive when you are composing an email.

By using Rapportive before you email, you can be more astute, personal, and effective. You can find ways to break the ice, topics to bond over, and reasons to get in touch with people. You can even make small gestures such as liking Facebook posts and following on Twitter.

We’ve been testing this ourselves for a few weeks, and it’s already changed the way we write email. We think you’ll like it too!

We’re gradually rolling the feature out to everybody. But if you can’t wait, feel free to upgrade instantly here: rapportive.com/compose 🙂

Enjoy!

Actually, I downloaded this tool and it is very useful because you can get to know the details of the person you are emailing. It is hard when you are guessing. My question now is, are you going to use this tool in your email? Why and why not?

 

Sincerely,

Jack

10 Ways to Win Your Customer’s Loyalty

Hey Salespeople,

Do you know the right way to make your customers fall in love with your business? Customers are the heart of the business and one business cannot survive with them. It is essential that you win their heart! If you fall short in this aspect, this is the blog that you should read. Selling incentives is okay but it is not enough. The blog here that I am going to share is written by Brian Honigman (@BrianHonigman) from Kissmetrics. He is going to share 10 Ways to Make Customers Fall in Love with Your Business. Read it now and start applying it in your business!

10 Ways to Make Customers Fall in Love with Your Business

By Brian Honigman

Nurturing relationships with your customers is a crucial part of growing a successful business. In this age of automation and innovation, caring for your customers has never been more important.

At any moment, an unhappy customer can share their opinion with the masses through social media and the web and negatively affect your business. That’s why it’s even more important than ever to create an excellent experience for your customers to help develop your company’s relationship with them into love.

Walt Disney said it best, “Do what you do so well that they will want to see it again and bring their friends.” Creating love between your company and your customers can help scale positive word of mouth that’s absolutely priceless.

Creating a customer-focused culture of this nature is a business opportunity that should not be overlooked. Most businesses are failing when it comes to the customer experience, which is your opportunity to swoop in and enchant those same customers into falling for your company.

The data speaks for itself:

  • Only 37% of brands received good or excellent customer experience index scores in 2012. Whereas, 64% of brands got a rating of “OK,” “poor,” or “very poor” from their customers. Source: Forrester Research
  • As many as 89% of consumers began doing business with a competitor following a poor customer experience. Source: RightNow
  • Up to 60% of consumers will pay more for a better customer experience.Source: Desk
  • Average annual value of each customer relationship lost to a competitor or abandoned – $289. Source: Genesys Report

It’s quite clear that now is a good time to solidify your relationship with your customers in a meaningful way. Here are 10 ways to help make your customers fall in love with your business.

1. Treat your Customers Right – Genuinely Interact

Happy customers who get their issue resolved tell 4 to 6 people about their experience. So that’s a way to significantly influence the word of mouth about your business. Don’t act as a nameless or faceless business; genuinely talk with your customers as a person representing the business. Address your customers by name, and tell them your name at the very beginning of your interaction.

AMEX Tweet

Talk to your customers as you would in person, not like you would in a press release. Examples of this are noticeable when it comes to customer service on social media where the genuine shine through and the others seem forced and uptight, which is the opposite of being “social.” American Express does this well onTwitter, ensuring all customer concerns are answered in a timely manner with a friendly and personal response, signed by the employee who’s doing the tweeting.

2. Don’t Come on Too Strong – Respect Your Customers

A third of consumers say they experience rude customer service at least once a month, and 58% of them tell their friends. This is exactly how word of mouth can work against your company’s reputation for the long term. It’s very important to be respectful of a customer’s mood when trying to resolve an issue they have with your company.

Keeping your patience is key to giving your customer the time to air out their issue. And, in turn, it creates the opportunity for you to help resolve the issue and make them comfortable. The more comfortable the customer is the more likely they’ll share valuable feedback that can help prevent similar issues from occurring again in the future.

3. Always Listen – Hear What Your Customers are Saying

At a time when it’s easy to have a two-way dialogue with your customers, it’s important to truly listen. When listening to your customers, take into account what changes your organization should make from this feedback, and then follow through. Your customers are the lifeblood of your organization, and not dealing with the reasonable requests could cause backlash.

Use the following methods to gather feedback from your customers:

  • Surveys
  • Focus Groups
  • Observation
  • Point of Sale
  • Customer Service
  • Social Media
  • Communities and Groups
  • Email and Web Forms

4. Continue to Satisfy – Offer Ongoing Support and Specials

The #1 reason for customer attrition is dissatisfaction with customer service. Do everything in your power to provide excellent service to your customers on an ongoing basis. Respond quickly and enthusiastically, and be ready to present a special offer or discount with the hope of up-selling the customer to buy more.

There’s never any reason to slow down on satisfying your audience, especially when they’re chatting with you live over the phone. It’s important to note that 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition. Take note, customer satisfaction is a key differentiator in a sea of other companies.

Hair Dazzle

Besides offering support, ongoing specials will continue to help enchant and satisfy your customers for the long term. Create engaging multi-channel promotions centered around discounts, giveaways, sweepstakes, and contests. Distribute these offers via email, social media, print, in-store, and across your other marketing channels for full exposure, much like HairDazzle has done on Twitter above.

5. Treat a Customer Like a Valued Partner – Communication is Two Way

As previously mentioned, take your customer’s feedback seriously and act upon reasonable requests. What’s the point of listening if you’re not going to act on that feedback? Make sure it’s clear that you want your customer’s feedback and that your business truly values them as a partner.

If you’re looking for an example of how to show your customer that their opinion matters, look at what the Buffer app team is doing. Buffer app is a social media management tool that helps businesses and individuals schedule their content for the best times to share and get engagement. The Buffer blog features a variety of quality content focused on marketing, achieving happiness, and a monthly series known as the Happiness Report.

Buffer App Happiness Report

This report highlights how the Buffer team is managing customer support each month by what worked well, what didn’t work well, what they plan to work on for the future, and finally, a request for feedback from their customers. This is a lesson for all businesses on how to be completely transparent and actively allow your customers to partake in improving your product for the future. Focusing on your customer to this degree is a major way to strengthen their trust, loyalty, and overall love for your company.

6. Build Trust – Alert Customers to Large Scale Changes, Good or Bad

It takes 12 positive service experiences to make up for 1 negative experience. This is how sensitive trust is between a business and its customers. No matter your size, keep your customers in the know when it comes to positive and negatives changes to your products and services that affect them. It’s crucial to tread lightly when making changes to your products and services because your customers have become accustomed to what you’ve already got.

national geographic facebook

Here’s an example of what not to do.

Recently, Instagram updated its terms of service but neglected to be clear about the changes that would be made to the social network. The wording was confusing, and therefore, the company’s intentions were not clear. Their users immediately voiced concern across the web about these changes. Most of this feedback was outrage and many left the service or threatened to leave, like power user National Geographic. Instagram quickly responded to the outrage andreversed their decision to update their terms of service. In the end, the situation was handled well in terms of the cleanup; but now, due to the poor communication around their terms of service, Instagram has lost the trust of their audience, which is hard to regain.

Here’s what to do to gain trust:

  • Heavily research whether changes to your company could alter public perception.
  • Be methodical in how you communicate the changes to your product and services.
  • Tell your customers when you’ve made a change, you’ve screwed up, or you’ve done something right. A healthy mix will give your customers a transparent look into your company that can’t be forged.
  • Find value in the feedback about your company changes.

7. Be Transparent – Honesty is Crucial When it comes to Mistakes

Being transparent in the digital age is a must. Much like the principles discussed above, transparency is a critical factor in building trust, satisfaction, and love from your customers. What does it mean to be transparent?

company transparency chart

  • Transparency means that you are not afraid of feedback.
  • Transparency means that you have nothing to hide.
  • Transparency means your employees’ personal and work persona blur.
  • Transparency means you like to have conversations with your customers.

8. Follow Through on Your Word – Follow Up on Promises

Your word is your bond. Following up on your promises helps show the transparency of your business, while helping to build a feeling of trust and dependability with your audience.

Manage the expectations of your customers to ensure realistic goals are set and can be met. By remaining consistent in your messaging, your customers will learn what they should expect from you in the future.

F.W. Nichol said it best, “When you get right down to the root of the meaning of the word “succeed,” you find that it simply means to follow through.”

9. Recognize Responsibility – The Customer is Always Right

No matter the circumstance, the customer is always right. This is a rule to guide your business through its growth, from customer service to user experience to product development. To help set this in motion, create a customer service policy to show your customers they are always right. Organize this policy into three parts:

  1. Highlight phrases for your company to use that’ll make your customers happy. Again, consistency and a personal touch go a long way.
  2. Never let your customers forget your business by following up effectively. Keep it personal by following up on special occasions and consistently writing handwritten follow-up notes.
  3. Define how to deal with unsatisfied customers with action steps to ensure there is a thorough process for all employees to follow to resolve a customer issue, ideally turning unhappy customers into your strongest advocates.

10. Always Say “Thank You” – Kindness and Gratitude will Take You Far

Last, but certainly not least, always say “Thank you.” As many as 3 out of 4 customers say they have spent more with a company because of a history of positive experiences. Kindness and gratitude for a customer’s business is an undeniable way to further enchant them for the long term.

Craft every thank you sent out from your company to be specific to the customer, relevancy is key. Be as appreciative as possible to your customers for taking the time to go through the process of resolving their issue. Finally, follow up with a good old fashioned “Thank you.”

Take a look at these 10 golden rules of customer relationship managementvisualized.

I believe that the above mention ways are effective and very easy to apply. Customer as the core of every business should be left happy and satisfied.

As a salesperson or owner of the business what are your ways to make your customer happy? Share your strategy with us!

All the best,

Jack

Benefit of Social Discovery

Hey Guys!

Every day is a gift right? The moment you wake and you realize that you still have another day to live is already a gift so we should always be thankful and do our best each day. Speaking of gift, I have a gift for you. This is a piece of information I got from Reachable blog (@Reach_able) that was written by Greg Fiorindo. This blog talks about relationship in business, on how social interaction with clients can bring revenue to the company. The author also discussed about giving team incentives for the team who bring revenue to the company by inputting data to the CRM. Now, here is the entire blog!

Social Discovery of Business Relationships

By Greg Fiorindo

Enterprises big and small are realizing that the capabilities introduced in consumer social networks can add immense value and productivity to the corporate world.  The growth in adoption of enterprise social networking tools like Yammer, Chatter and Jive is evidence that the way companies communicate internally among employees and externally with customers and partners is changing dramatically and permanently.

One of the fundamental reasons for this change is the benefit of social discovery.  Social techniques like groups, feeds, @mentions, and hash tagging enable employees to effortlessly discover content, expertise and information from across the company in ways that email just can’t touch.  There is a 2-day conference going on right now in San Francisco dedicated to this topic of social discovery.

So why don’t CRM systems to a better job of allowing Sales Professionals to discover social relationships?  Companies spend an incredible amount of effort, time, and money getting their sales professionals to enter Contacts, and update Opportunities.  Shouldn’t there be a reward for the teams on the front line driving revenue for inputting data into CRM?

After 10 years in sales & sales management at Salesforce.com having seen SFA implementations big and small, simple and complex, I believe there should be much more reward and insights available to the selling professionals, and it should come from a company’s enterprise social graph.  The enterprise social graph simply stated is every relationship of every employee, customer and partner your company has, on line and off.  With all the efforts being invested in social media, one of the most valuable assets a company has, it’s collection of relationships, is being overlooked.  Layering your enterprise social graph into CRM can add powerful social discovery into the simplest of tasks that can answer important questions during a sales pursuit, and can drive significant sales productivity:

  1. What if a brand new Sales Rep at your company, by simply viewing an account in CRM, could immediately discover which company executives have meaningful relationships in the account?
  2. What if a Sales Rep could enter a new contact in a key account, and immediately discover colleagues that worked with that person at previous companies?
  3. Or one of my favorites, what if you could pull up an account and discover people in the account that used your product at a previous company?

Your enterprise social graph can tell you exactly those things and so much more!

Stay tuned!

 

We continuously discover something new in social aspect of business and we shouldn’t stop. This is especially if it is a great help for us or we can use it to our advantage. Although, there are advantages, there are also risks so we should learn to manage both. Do you find social discovery interesting?

 

Thanks,

Jack

Crushpath Pitch Site Analytics

Hello everyone!

Does your company always announce sales contests? Do you want to win this time? If so, it is important that you can track your activities or your sales pitch as well as your team to know which works and what action should be done. In any game, it is crucial to see how the team is going, this way, you can adjust things out! Crushpath Analytics is perfect for this. You can be able to see if your pitching style is effective or not. You can also study the people who are interested in your Pitch Site so they can be your easy target. Read what Matt Wilkinson (@n2frizbee) can say about Crushpath Pitch Site Analytics!

 

Introducing Crushpath Pitch Site Analytics

by Matt Wilkinson

You want to sell, not spend all day mining numbers. But It’s a numbers-driven world if you want higher engagement. Our solution? Crushpath Analytics. Our analytics page is the simplest, most visual, and most awesome way to see how your Pitch is performing, today and over time.

Sales Pitch Analytics

Crushpath Pitch Sites have always been the way to quickly test and target your pitch, but with these robust, easy-to-read features, the ability to test effectiveness, optimize, and get totally agile with your pitch is right in your hands! You’ll see:

  • Daily Views—a visual time-based chart that shows you trends in viewers.
  • Views—the number of visitors you have had to your Pitch Site.
  • Unique Visitors and return Visitors.
  • Leads—the number of responses your Pitch Site is getting.
  • Conversion rate—the percentage of Visitors who become leads.

Knowing where your visitors are coming from is the key to getting more. You’ll know where to focus when you see:

  • Referal sites—where your Visitor saw your pitch and clicked over.
  • Email clicks—you’ll be able to see which users responded to which emails.

Analytics for teams lets you know who is leading the charge with the best numbers. If someone is Crushing it, you’ll know they hit a nerve with their pitch. This gives you even more ability to target the right channels and get the right message. You’ll see:

  • Stats on every pitch your team has created.
  • Sort features based on individual stats.
  • Filters for individual users to monitor progress.

Analytics is your new nerve center but we’ve also made it easy to take action right from the Analytics page! You can:

  • Open any pitch on the list in a new tab for quick viewing.
  • Promote right from the analytics page.
  • Duplicate and use any Pitch Site as a template.
  • Edit—go immediately to any pitch site to edit it.

Get started with these tools now by clicking the Analytics tab on your Pitch Site Manager screen. Login now.

 

Are you a competitive person? Does your goal is “to be always the best”? Do you think Crushpath Analytics can help you achieve your goal? Every tool is useful, it is just depends on you on how you use it and how you perform after analyzing things out.

How much do you appreciate our given information? If you appreciate us so much, you can prove it by leaving us a comment.

 

 

Best,

 

Jack

Email Support Improvement

Hey Peeps,

Every day we talk about different things that can help our business grow. As I am studying, I also make it a habit to share things I’ve learned to like-minded people like you and to help everyone in the business. It is such a great feeling when you are learning with others. The topic that we have today has something to do with improving your email support. We want to make our customers happy, not only by giving them sales rewards but also by attending to their concern as fast as possible. This spells excellent service! Here are the 3 Easy Ways to Improve Your Company’s Email Support by Gregory Ciotti of Buffer (@bufferapp).

3 Easy Ways to Improve Your Company’s Email Support

By Gregory Ciotti

“When it comes to creating customer happiness, better service is the answer…”

Hands up: how many times have you heard that and thought, “Yawn…”

We’ve all heard the same trite advice before.

Although WOWing your customers time and time again (like Buffer continues to do) is important in creating a business people love, the “customer evangelists” out there are always talking fluff, and very rarely address the far less sparkling side of implementation.

That’s because it’s easy to talk the talk… but what about putting it in to practice?

The post you are about to read isn’t your typical take on customer service, because it actually digs into how you can improve your email support system with some very easy steps to take advantage of the most popular communication platform on the web.

(That’s right, email still > social media)

Let’s dig in…

10 Types of Email Support Questions

There are a huge number of questions you can get hit with when doing email support, and you should know how to respond to the most common of them.

Before you begin the rest of the post, be sure to read this free guide from Support Ops on the most common email support questions and how you can amaze each and every customer who asks them.

You can also download the PDF for free right here.

The author, Chase Clemons, is a customer support expert an handles support for the 37 Signals team, so you should definitely pay attention!

Now, let’s get in to the 3 changes you can make today to improve your email support…

Step 1 — Improve First Contact

Have you ever sent a message to a company and had doubts of whether or not it actually went through?

I’ve had this happen many times with contact forms and other entry points for sending an email, and it is a very poor case of non-verbal website communication.

Each time someone emails you asking for help, you need to let them know that you’ve got their email. It takes away the anxiety of…

“Did they get my email? Should I send it again?!”

You can do this with easily:

  1. Have better on-site confirmation: If you are letting your customers contact you via a web form, make sure something obvious (that stands out on the webpage) pops up that confirms a customer’s message has been sent. (ie, a simple, “Alright! Your message has successfully been sent.”)
  2. Use non-robotic follow up emails: Use an autoresponder to give customers a confirmation email that their message has been received… but don’t be so freaking robotic!

Here’s an example of a bad follow-up email (it’s a real email, the company will not be named out of mercy! ;) ):

A few things…

  • Have you ever heard of the word, “Thanks”? It goes a long way in making people feel appreciated.
  • Your “correspondence” with a customer? Are you the Duke of York? Tone down the formality and make it feel like a conversation.
  • When I see the phrase “your ticket number,” I cringe. I hate dealing with tickets. Let customers know that they can contact by replying to the email. If they can’t, you should set it up so that they can, it’s much more convenient.
  • Ah, the faceless “App Team #8103“… I much rather know that “Steve” will get back to me when he can. If your support team is large, use the head support member’s name, at least then I fee like a real person is on the case.

With those changes made, you can come up with a much better follow-up:

Step 2 — Streamline Your Customer Feedback

Let me take a shot in the dark here… a huge majority of the feedback that you receive from customers comes to you via email.

Email just seems to be the medium that dominates both support and feedback, yet some companies just can’t seem to grasp that they need better feedback systems for their customers to use.

Right now I’m going to show you a dead simple strategy that will allow you to keep track of feature requests via email quickly and accurately, and that has even helped my team improve our overall email response rates by 340%.

Tactic #1 — Keep the team informed in real-time

One app that our team simply can’t live without is Campfire.

Although we rely on it heavily for team-wide communication, we also recently revealed how we decided to set up a separate “room” for all incoming support queries:

Since many help desk apps integrate nicely with Campfire, any and all feature quests or other dilemmas can be view-able to your team as soon as they hit your inbox.

This is a huge part of how we were able to improve our response time by over 340%.

September 1 – October 13:

October 13 – October 27:

That’s not the end of this story, however.

Tactic #2 — Allow all team members to organize feedback

This is where we get to the ninja stuff.

To manage feature requests and other feedback suggestions, we use a simple board system with the Trello app to keep things in order.

Trello allows you to create both “boards” and “cards” to keep tabs on any project you’re working on. For us, it serves as a collaborative way to keep product ideas, features, and other feedback organized and easily referenced.

Here’s just a peak at a simple board setup you can use:

Dividing things like feature requests into boards like Next Up (those that have been approved + are on deck to do), Roadmap (those that have been approved but can be done later), and Ideas(customer requests that haven’t been approved) keeps things organized for your team.

I no longer have to wonder, “Will we be implementing this feature?” because I can just check the board to see if the customer’s request has already been asked before.

Tactic #3 — Divide boards up for easy navigation

While boards allow you to divvy up sections nicely, they essentially serve as “File Folders” like you have on you’re computer, and will be useless unless you fill them up with stuff!

On Trello, you can create “cards” within particular boards, so you can divide a board like “Product Roadmap” into other easily browsed topics like Apps/Bugs, and create cards for each instance:

With this system, you can easily organize a card around a feature that multiple customers have asked for.

In fact, when a feature request and corresponding card is in place, we add emails of those customers who asked for the feature, so that they can be the first to know when it’s live:

(Emails blocked out for privacy)

You’ll also notice that each card comes with a “Specs” section that elaborates what exactly the feature request is, and how it will be implemented (if you have any team members not experienced with product development, this is a must).

With this system in place, your team will know exactly what features have already been requested, which are being worked on, and who wants to hear about them first.

Step 3 — Responding to Unhappy Customers

Dealing with unhappy customers is unfortunate, but it is one of the must have customer service skills for all employees who interact with customers.

There will likely be two reasons unhappy customers will reach out to you…

  1. They are having problems: Most unhappy customers are those who are having problems with your product or service. They are likely confused, frustrated, upset about something… or all of the above. Remember to keep your cool, and view it as an opportunity to win a customer back.
  2. They are done with your service: These customers want to cancel, and there is usually nothing you can do to bring them back at this point. The key here is to just get them out as smoothly as possible, don’t elongate the process or beg them to return.

Let’s take a look at good and bad examples of both.

Situation #1 — A customer is confused/unhappy with your product

Unhappy customers can be both within and out of your control: you can’t handle the way someone is going to act, but you can handle the way you respond to it.

Needless to say, no matter what you do, sometimes you’ll get customers that are unhappy for no good reason.

The reason matters not, just make sure you aren’t handling complaints like this:

Argh…

A couple of things:

  1. Say you’re sorry: Don’t get passive agressive with things like “I’m sorry you are having problems,” simply apologize personally. It may not be your fault, but don’t risk making customers angier with a bad opening line.
  2. Get specific and enthusiastic: Find out what they don’t like about your product/service, find out what they do like and how they are currently using it. Show that you are unhappy that theyare unhappy, and affirm their belief that someone on your team is just as upset about this situation as they are!

With a bit of adjustment, you can be on your way to a simple, yet far superior response:

Situation #2 — A customer wants a refund

Hey, it happens, you can’t make everybody happy!

As noted above, if a customer is looking for a refund or to cancel their account with you, it’s past the “Event Horizon” of getting them back, you’re only job now is to make their departure as easy as possible to ensure no more friction.

In other words, don’t do this:

Facepalm.

A few things…

  • More work?: They are trying to cancel their account and you are asking them to go back and complete more steps? Leave on friction-less terms — do it for them and let them know that you’ve taken care of everything.
  • Let there be no doubt: Inform the customer that they will be getting a refund and can expect it shortly. This puts the whole situation to bed with no more worries for the customer.

With these tweaks, you should have something much more appropriate:

Your Turn

Now I’m turning things over to you!

Here’s what to do next:

  1. Let me know in the comments what you thought of these methods for improving your email support. Are you going to implement any of them yourself?
  2. If you haven’t already, head on over and download Chase’s full e-book on Writing Better Support Emails, you’ll be glad you did (and so will your customers!).

Thank you for reading, I’ll see you down in the comments!

Email Support system is very important to any companies. It is not because your product is not good to create unhappy customers but there are just customers that aren’t sure how to handle your product and need your assistance. The blog just shows the proper way of handling customer concerns. You should see to it that they feel important and that you are ready to help them. This way, people doesn’t have negative things to say about your product or services. How do you attend your customer’s concern? Make me happy by writing down your thoughts!

Cheers,

Jack