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.
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?
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!
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 LinkedIn, Twitter, Facebook 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 🙂
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?
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!
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:
- 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?
- 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?
- 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!
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?
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!
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.
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.
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:
- 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.”)
- 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…
- 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.
- 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:
A couple of things:
- 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.
- 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:
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:
Now I’m turning things over to you!
Here’s what to do next:
- 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?
- 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!
I have another great video to share which was also shared by me of one of my colleagues. This is a must watch video for a businessman that adapts outsourcing. The tool for team visibility is a big help to keep your team efficiency even across the globe. It allows them also to give you updated reports and collaborate with you. Strong communication will keep their drive to work hard. They must see concern from you in participating to hit the goal. This is made possible by online communication. The outsourcing has employee perks as they are able to work at home. It is a great savings also on entrepreneur part as lots of talented contractor are available online that offers their services at reasonable cost. Here’s the video from TeamVisibility.
TeamVisibility Sales Team Performance Improvement Video (short)
The online communication has the power to bond different races across the globe. This is very effective for work at home business. It allows the business owner to see talented contractor that offers reasonable service. This is a great savings for work force expenses. In fact, it is a two way benefit as the contractor can have job exposure online as well. Do you think what have presented can really improve your team’s performance? You are free to argue your point inside the comment box.
Are you into technology? I bet the answer is yes! Every one of us loves what technology brought us. It makes our life easier and makes our transaction faster! Today, I just read something that is related to this that I want you to read and judge by yourself. It is a software sales gadget. Salespeople usually doing field work and I know that it takes so much time and effort to return to office and submit their reports. Salespod has offered something that makes your daily reporting easier. I will let you read the blog they have written about it.
Salespod is a multifaceted tool for daily field reporting. Meaning, it allows you to manage all aspects of your field activities in one place while looking back at past events. Time tracking, data input, inventory and merchandising, purchase tracking, custom forms, and mobile crm for all your clients are all in one place for easy access. Importantly, all daily events can be seen through reporting and queried as needed.
Diary & Daily Reports
The Diary screen in Salespod allows reps and managers to see previous visits to clients and see events created in each visit under “Daily Reports”. It also allows reps and managers to see “Working Hours” which incorporates start of day, end of day, hour totals, and milage.
All events (documents, photos, messages, visit notifications, time, mileage, notes, etc.) can be seen for reporting. Salespod allows for filtering based on:
- Type of activity
- Time period
Managers are quickly able to pull up data from the field based on their specific query.
The Representative Card
The “Representative card” contains basic field activity reports for every representative. The periods shown in there are predefined (Today, Yesterday, Last Friday, This week, Last week, This month, Last month). This allows for reporting on team members down to specific activities and actions of that particular member.
Now, you see for yourself the advantages of using this gadget, so are you going to use it? Don’t get me wrong, I am not here to promote something but I’m here to bring you the latest things that can be handy with sales people. If anyone of you has this kind of gadget, you can leave us a comment so we can have first-hand information from the user itself.