Infographic: how social are CRM companies truly?
Most CRM companies like to call themselves social. But when it comes down to it, are they as social as they claim to be? We at Casengo thought it was high time to find out. So we created a new index to objectively determine how social a company truly is: the Casengo Social Index (CSI). A company’s CSI is calculated by dividing the number of its fans on Facebook and Twitter through the number of its employees active on LinkedIn.
Our new infographic illustrates that legacy CRM companies (SAP, Oracle, eGain) are 100x less social than ‘social’ CRM providers (Freshdesk, Casengo, Zendesk). That didn’t surprise us at all: customer relationship management (CRM) is no longer just about dealing with data or information. In the age of Facebook and Twitter, the human touch is crucial, conversations and connections counting more than ever.
Three steps to being the best at customer service
Running a small business means being busy. Customer service? In many SMEs, this crucial business element is overlooked. Because seriously, how hard can it be? You put a customer support email address or phone number on your website, and everything takes care of itself, right? Well, yes, partly. But this reactive approach to customer support won’t win you long-term customer loyalty.
Cloud app of the day!
We are proud to report that Appvita, a funky site filled with ‘nothing but the finest cloud apps since 2008′ picked Casengo as its cloud app of the day.
Four facts Appvita’s gals & guys liked about our customer support software:
- Casengo makes it easy to track multiple keywords on Twitter
- Users can still keep track of replies when they forward cases to external email addresses
- Multiple employees can work together from within the Casengo app
- Casengo offers the tools necessary to build a freestanding FAQ page
Email 1.0, we salute you
In the last couple of years I’ve said goodbye to ‘institutions’ I thought would be around forever. Borders, for instance. Many an evening did I spend sifting through the shelves of my favorite bookstore till I found a book I appreciated enough to pay for and take home with me. Those evenings at Borders are gone. And whilst some traditional brick and mortar stores have fallen through the recession and others are still staggering, the cloud-based tech industry is emerging triumphant.
How to prepare your customer support team for live chat
You’ve made the decision to add live chat to your customer support offering. Good for you, as statistics show that 86% of consumers want live chat assistance when getting stuck on a website. You’re already on your way to more sale conversions! The next step is to ensure your customer support team is ready to provide assistance when those first chat requests start coming in. Here’s what you should consider:
5 habits of the successful small business owner
Outstanding customer service doesn’t have to come from deep pockets and a 24/7 contact centre. In fact, according to the American Express Global Customer Service Barometer, small businesses are outstripping their larger counterparts in the customer service arena. Why? Because small businesses can offer a more personalized experience and more immediate action.
Delivering superior email customer service
When it comes to customer service, every consumer has a set of expectations. Usually those expectations are met, leaving the consumer to continue his day with very little reaction on or afterthought to his buying experience. Unless his experience far exceeds expectations! Here’s a bunch of tips to achieve this through email, a passive medium that has, however, great potential to delight customers.
Manage more customers simultaneously with live chat
You know that feeling when you’re truly powering through the day? You’re on a roll, ticking items off your to-do list like mad, savouring an ever-growing sense of accomplishment. You feel like a billion bucks – until that one customer ties up your phone line with a rather lengthy support request and everything else gets pushed to the side. ‘Pop’ goes your productivity bubble, down goes the day.
The killer support portal
On average 57% of consumers search online for solutions to their questions. Can you afford to have that many people frustrated with your business? Even if you could, I don’t think any business should.
So if you run a business, ask yourself if there are certain support questions that keep popping up in your inbox. Is there an easy, generic answer to these FAQs? Then you’ll want to spend less time responding to these enquiries, giving you more time to do what you do best: running your business. So just put all the answers online, in a logical order, with search functionality and links to contact support. And in plain, easy-to-understand text.
4 free tools to convert online shoppers to paying customers
There are lots of variables between your product and the transaction confirmation page. If you’ve got the foundations of your website nailed – great design, logical user experience, visible calls to action – you’ve already put your best foot forward. Now it’s time to propel your business even further! And the internet treasure-chest offers a number of fantastic tools to help you out – for free.
