Starting out as a Salesforce Developer can be a daunting experience. With buzzwords thrown around left and right, it can be difficult to understand what everyone’s actually talking about. To help, I’ve put together a glossary of keywords that I (and teams I’ve worked with)… Read More
Author: Franz Malten Buemann
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6 Best Practices for Importing Data into Salesforce
To be an effective CRM, Salesforce relies on accurate and current data. Whether it’s customer interactions, opportunities, or contract details, inconsistent or unreliable data can be a killer… and could ultimately cost your business money. Learning how to successfully import your data into Salesforce can… Read More
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Digital Marketing in 2022: Lessons from 2021
In 2021, despite an ongoing global pandemic, we experienced several advancements in the field of digital marketing. Some of these have made our jobs easier, while others — like Apple’s iOs 14 update — meant that we had to get a bit more creative. In this article, we’re going to take a look back at…
The post Digital Marketing in 2022: Lessons from 2021 appeared first on Benchmark Email. -
A Better Way to Save Your Social Posts for Later
Ideas for social content can strike at any time (does anyone else think of them right before going to sleep?) but they’re rarely fully formed or immediately ready to share. You might need to create a new video, flesh out some copy, or run your idea past another person. Plus, there are just about a hundred ways to save posts for later: spreadsheets, word documents, notes apps, post-it-notes, written on your hand — we’ve seen it all.When the content is polished up and ready to go, you would then copy it over to a social media management tool or directly to your social accounts. There are two problems here:You have to download and upload media from one place to another, which is annoying and time-consuming.There’s room for error when you’re copying things over. Did it copy over correctly? Did you schedule it for the correct time?At Buffer we’re on a mission to make this process easier for you, starting with some major improvements to our drafts feature.The new drafts experience in BufferWith the new-and-improved drafts experience, you’ll be able to:Plan and save content ideas for later across your devices. You can create drafts on mobile or desktop, and they’ll be synced together.Add drafts to specific time slots in your calendar, so that you can plan out your social schedule ahead of time.Save and schedule drafts with any Buffer plan, including our free plan.Our goal is to help you jot down your ideas, revisit them, refine them, and schedule them — all in one place — in your own time. Read on for more details about how it works!Create drafts from anywhereIt doesn’t matter whether you’re using the Buffer mobile app, the calendar view on desktop, or the traditional queue view – if you’re composing a post, you’ll have the option to save it as a draft or add it to your queue.Create drafts from anywhereSave or schedule draftsSometimes you may want to add a draft for a specific time in your calendar, and other times you may want to save a draft to a backlog of ideas instead. Scheduling drafts works the same way as scheduling posts. You can click on a slot in your queue or calendar to create a draft for that time, or you can create a custom time for your draft. Drafts with scheduled times act as “placeholders”; they will never be published until they’re added to the queue as a finished post.Turning a draft into a finished postYou can review your drafts for a channel by going to the queue and opening the Drafts tab. Once you’re feeling good about a draft and it’s ready to be scheduled as a post, simply add it to the queue. This will “confirm” the draft as a finished post, and it will be published at your chosen time.Turning a draft into a finished postCollaborating on drafts as a teamIf you have a Team or Agency plan, you can set up permissions for your team members so that they can submit drafts for approval before they’re published. Account owners and team members with full posting access can edit all drafts, delete all drafts, and move all drafts to the queue. Team members with restricted access are can edit their own drafts, delete their own drafts, and request approval for their own drafts.Drafts are freeWhile collaboration workflows are available for Team and Agency customers, if you’re a “team-of-one” and use our Free or Essentials plan, you’ll still be able to save, edit, and schedule drafts.Drafts are freeMore to comeContent creation is THE hardest part of a winning social media strategy, and drafting content is just one small step in that process. Helping you create quality content is going to be a big focus for us this year, so stay tuned for more features and updates.Do you have any questions or thoughts about the new draft experience? Tag us in a tweet – we’d love to hear from you.Happy drafting! ✏️
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GetResponse Review 2022 – New Features and Pricing Explained
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What Will Content Planners Budget For in 2022 [HubSpot Blog Research]
If you ask marketers about their 2020 content plans, most will tell you they had to pivot because of the pandemic. In 2021, many said the same thing, as the world adjusted to this new normal.
We surveyed over 600 media planners this year and 99% of marketers who have ever pivoted their content plan did so in 2021, with 39% of them pivoting three times that year.
So how are they budgeting in 2022? Let’s find out.
How much are marketers spending on content marketing?
According to HubSpot Blog Research, 39% of marketers surveyed say they allocate 31-50% of their total marketing budget to content marketing.
This tells us that brands are leveraging content marketing above many other marketing strategies, as they put at least a third of their funding in it.Wondering exactly how much? Most marketers surveyed (26%) said their quarterly content marketing budget ranged between $40K to $80K.
The second-highest figure was $100K-200K, reported by 16% of marketers surveyed, then $201K to $300K by 14% of respondents.
The specific amount tells us less about how much importance brands place on content marketing and more about the cost of this strategy.
It would be easy to think that all you need to do is write a few blog posts and that’s it. The truth is there’s so much that goes into content marketing, from copywriting and designing to research and media buying.
If you don’t invest time and money into it, you won’t get much back.
What Content Planners are Budgeting For in 2022
Before we can understand where marketers’ content budgets are going, it’s important to first review their goals.
When asked their top goals for their media planning strategies, 33% said it was to engage and grow new audiences.
The second highest answer was maximizing the return on investment (ROI) of their content.
The remaining goals are as follows:Understanding which channels/platforms their audience spends the most time on (30%)
Analyzing the effectiveness of their content marketing strategy (29%)
Measuring KPIs across media channels (28%)
Understanding which channels or platforms are most effective for sharing their content (27%)With this in mind, it makes sense that roughly 53% of content planners said conducting market research was their number one media planning investment in 2022 – either to find the most effective channel to reach their target audience or understand the demographics of their target audience.
Because so many marketers want to expand their audience base, conducting market research is the most fitting strategy. How can you market to an audience if you don’t know them?
Running an audit of their content to inform their media planning strategy is another popular investment for this year, revealed in our HubSpot Blog Research. One of the biggest challenges marketers face is understanding the impact of their content marketing efforts.
An audit allows a marketer to review their content, analyze performance, and determine high and low performers.Which media channels are content marketing focusing on?
With so many channels and channels to consider, marketers say the biggest challenge of media planning is determining the most effective media mix.
Based on HubSpot Blog Research, we know that 84% of media planners leverage a mix of organic and paid media.
In the past year, many marketers have also dipped their toes in new social media platforms and features when pivoting their strategy – two in three media planners specifically.
Instagram Shops and Facebook Shops were the top platforms they tried. With Meta adding so many advanced shopping features to these popular social media platforms, it’s no wonder marketers want to leverage them and increase their revenue.
When asked “Which media channels do you plan to invest the most in this year? ” 14% said paid social media content, which marketers surveyed say, offers the highest ROI and the best engagement of any channel.The second biggest investment in terms of media channels is organic social content, which is used by 43% of media planners. In addition, 9% plan to invest in it more than any other channel in 2022.
Email marketing came out on top as the most leveraged media channel, used by one in two media planners, and offers the third-highest ROI. Its use is also forecasted to grow this year, with 22% of content planners planning to use it for the first time this year.
In the past two years, we’ve faced so much unpredictability, which has kept marketers on their toes, to say the least. This year, it seems content planners are cautiously optimistic and equipped with strategies that will help them grow their audience. -
Cross-Posting in 2022: What Is It & Why You Should Use It
Every year, a new digital platform emerges. In the last year alone, Discord, Twitter Spaces, and Twitch have all become very popular with consumers all around this world.
Now, social media marketers are faced with this issue: Should you curate content for each platform and its audience or should you save some time and cross-post on multiple platforms?
In this article, we’ll discuss the do’s and dont’s of cross posting, the benefits of this strategy, and some tools to help you leverage it.Who can get the most out of this strategy?
Small brands with a limited marketing budget
New brands that haven’t produced much content
Social media marketers that want to focus on strategy instead of postingBenefits and Drawbacks of Cross Posting
Cross posting is a time-saving measure that allows you to share your content with a wider audience without having to put in the extra effort.
The main benefit of cross-posting is that it saves you time. Instead of creating separate pieces of content for each social media platform, you can just share the same content on all of them.
This is especially helpful if you’re short on time or if you’re managing multiple social media accounts.
Another benefit of cross-posting is that it allows you to reach a wider audience. By sharing your content on multiple platforms, you’re increasing the chances that people will see it and engage with it.While cross posting has many benefits, there are also a few drawbacks to consider.
The first is that not all platforms are created equal. What works on one platform might not work on another.
That’s why many marketers prefer to tailor their content to each platform and its specific audience.
Another drawback of cross posting is that if some users follow you on multiple platforms and see the same content, they may get bored and stop paying attention to what you post.
As with every strategy, you have to be flexible in your approach.Cross Posting Mistakes
Now that you know what cross posting is and how to do it, let’s take a look at some mistakes you should avoid.
One mistake to avoid is reposting the exact same content on every social media platform. Just because you can cross-post everywhere doesn’t mean you should.
Your followers on each platform are likely to be different, so it’s important to customize your content for each audience. More on that in the next section.
Another mistake I often see on social media is brands posting content featuring watermarks from other platforms.
For instance, when you upload a video to TikTok and save it, the brand’s logo will automatically appear on the video. Instagram recently announced that it would deprioritize videos with the TikTok watermark to avoid recycled content from its competitor.
This practice also compromises your video quality while signaling to audiences that you’re focusing on other social platforms.
Here’s an easy solution: Edit and prep your content on a third-party platform like Canva or iMovie then upload to the respective platform to add additional elements like filters, sounds, and captions.
That will not only keep you from getting shadowbanned but also preserve the quality of your content, as it’s only being uploaded once.
Best Cross Posting Practices
When it comes to cross posting, the most important factor is the quality of your content. This might seem obvious, but it’s important. If your content isn’t good, people won’t want to read it or share it, no matter what platform it’s on.Once you have great content, the next step is to tailor it to each specific platform. Now you might be thinking, “Is the whole point of cross-posting that I don’t have to tailor content to the platform?” The truth is that while cross posting takes the bulk of the work out, you’ll still have to do some customizing.
This means seeing which platforms deserve which approach. For instance, TikTok and Instagram Reels are both short-form video platforms. This offers an easy cross-posting opportunity.
However, posting a TikTok video on Twitter may not work as well since the latter is mostly text-based. As such, maybe Twitter and Facebook could be a better match-up.
On Facebook, you might want to include a photo or video along with your update whereas you could use the copy only for Twitter.
The key is to make your content engaging and interesting based on audience behavior on each platform.
And finally, to make cross posting easy, consider using software. There are a number of options available, let’s cover that next.
Cross Posting Software
Now that we’ve discussed the benefits of cross posting, you may want to look for tools that will facilitate this process.
First, here are key features you’ll want to look out for:Scheduling – The best cross posting software will allow you to schedule your content in advance so you can set it and forget it.
Customization – As we mentioned before, it’s important to tailor your content for each social media platform. The best cross posting software will allow you to do this with ease.
Analytics – It’s also key to track the performance of your cross-posted content. You’ll need software with advanced analytics so you can see what’s working and what isn’t.Let’s take a look at some tools that will help you do it.
HootsuiteHootsuite is one of the most popular social media management platforms. It allows you to schedule and publish content, track who’s talking about your brand, and measure your performance.
It also has a feature that lets you cross-post content to multiple social media accounts with just a few clicks.
BufferAnother tool you can use is Buffer.
Like Hootsuite, Buffer lets you schedule and publish content, track your brand mentions, and measure your performance.
It also has a cross-posting feature that makes it easy to share your content.
Sprout SocialSprout Social is a third option for those looking for a social media management platform. It has all of the features you’d expect, like the ability to schedule and publish content, track your performance, and engage with your audience.
It also has a cross-posting feature that lets you share content on multiple social media platforms.
When done correctly, cross posting can be an effective way to grow your online presence. Just make sure to avoid the mistakes we discussed and use one of the tools we mentioned to make the process easier. -
3 Workforce Management Practices to Implement in Your Call Center
What does efficiency mean to call center leaders? Perhaps it’s reducing the volume of customer escalations, or improving certain performance metrics like Average Handle Time or First Call Resolution.
There’s a lot that goes into running an efficient call center. Employee training, consistent management, the right call center software – the list goes on, but one thing stands apart from the rest: call center workforce management.
How to Foster Agent Engagement in a Hybrid Contact Center
Why workforce management? Because your call center agents are among your biggest assets, and proper management results in better operational efficiency. From Voice-Call Backs to secure and multilingual Visual IVR, there’s a ton of contact center tech out there that can boost customer service standards and heighten productivity.
In this article, we’ll explore the importance of workforce management, and discuss three actionable best practices you can use to elevate your customer experience!
Understanding Workforce Management in the Call Center
To a rookie call center manager, workforce management might mean the regular scheduling practice of agents. But effective workforce management goes far beyond this basic definition.
Workforce management tools use forecasting, scheduling, and intraday management features to predict required staffing levels, and ensure the agents scheduled have the right balance of training and seniority to meet customer demands in a given workday.
Why is Call Center Workforce Management Important?
What’s your top goal as a call center manager or leader? We know you have tons of KPIs to hit, but most will agree that profits and success are rooted in consistent customer satisfaction.
The Contact Center Playbook for Improving Customer Satisfaction
Call center workforce management provides the foundation for your agents to achieve this with your customers. Why? Because you can achieve all the ingredients necessary for happy customers with WFM and WFM software. Here are three of the main benefits:
Consistent service quality.
Customers have high expectations every time they connect with your business. Unfortunately, one poor experience isn’t set aside because of a previous, excellent experience. That’s right – over 56% of customers have ceased their relationship with companies after just one poor experience.
Workforce management helps managers ensure there are always agents with the right training, skill-sets, and knowledge to support any and all queries that come through the queue. This helps create consistent support experiences, which will pay off in customer loyalty down the road.FACT:
Over 56% of customers will stop buying your products after just one poor customer experience?Agent engagement.
Workforce management is also great for improving agent satisfaction. After all, a call center agent who is satisfied in their work life is more likely to share their positive energy with customers, resulting in a more pleasant experience.
But what if your call center is always short-staffed, and that same agent is required to take on a higher volume of customers? That puts a lot of pressure on employees, increasing opportunities for burnout, and in more severe cases, agent attrition. When used correctly, workforce management software can make agent engagement and satisfaction easier to achieve.
Cost-savings.
Sound workforce management means knowing exactly how many agents you need at every moment. Without that knowledge, you may be inclined to overstaff your team to lower the risk of call volume overwhelm. However, this can result in increased agent idle time and unnecessary spend in agent wages.
On the flipside, understaffing also puts you at risk of long-term profit loss. This practice will not only sacrifice the quality of your customer experience with longer hold times, it will also increase agent turnover and poor customer satisfaction.
The right workforce management software can also help you find savings by identifying:Wage miscalculations
Unplanned overtime
Labor law violations
Administrative errors
3 Best Practices for Call Center Workforce ManagementWe know that workforce management is easier discussed than implemented. Try out these best practices to keep your contact center operations running smoothly.
Invest in workforce management software.
Spreadsheets and paper-posted agent schedules are no longer enough to manage a modern call center. And with many brands shifting to a remote/hybrid workforce, it’s important to have a sophisticated tool to support your WFM efforts.
A WFM solution will help you:Minimize discrepancies
Inform strategy and scheduling for fluctuating call volume
Manage a remote workforce
Track metrics and attendanceReview historical data and real-time insights.
Every performance manager needs access to analytics and data. After all, you can’t improve what you can’t measure. That’s why you need to inform your workforce management strategy with tangible data and results.
Keep track of historical high call volume times and prepare for staffing issues by recording peak times of employee absenteeism, for example. Historical data will also help you identify trends to inform forecasting and scheduling.
Include your agents in the process.
Your agents aren’t just numbers. They might want a say in their schedule and the flexibility to choose when they get vacation time. While the data and business strategy might encourage you to schedule the same, most experienced agents during every peak call volume, you risk burning them out.
Improve agent engagement by including them in your workforce management process. Let them tell you when they need time off so you can consider their needs during scheduling.
Creating a Customer Service Strategy That Drives Business GrowthThe post 3 Workforce Management Practices to Implement in Your Call Center first appeared on Fonolo. -
The hospitality systems gap
What’s the variance in customer service at your organization?
Even if there’s just one employee, the question is: If an issue is handled by a committed employee having a good attitude, vs a cranky one who is a bit off–can the customer tell?
One philosophy is to make this gap as small as possible. Create systems that ensure that the experience remains the same, always pretty good. Make sure your scripts and your policies and your phone tree and your management oversight is such that there isn’t much of a gap.
The other philosophy is to hire great people and give them room to shine. With all the variability that entails.
It’s almost impossible to have both.
If you want to create remarkable service, you’re simply going to have to trust your people and yourself.
Heroes use systems, they aren’t held back by them.
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B2B Marketing Funnel: How Does a B2B Marketing Funnel Work?
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