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Author: Franz Malten Buemann
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Never Outsource Your Contact Center Again: Use This Technology Instead
Many hands make light work, so the saying goes. However, it doesn’t always make for the desired outcome.
This is especially true when it comes to contact center outsourcing. It may be tempting to hire an external team when faced with high call volumes, but in doing so, you risk lowering the quality of your customer experience.
Luckily, there are many tools and technologies out there that can help you avoid the need for outsourcing. Some may seem familiar, and others may be something new for your business to adopt — but with the right tactics, strategies, and a bit of luck, your contact center may never have to outsource your calls again!
The Pros and Cons of Call Center Outsourcing
1. Live chat
One of the most common tactics for lowering call volume is to offer alternative channels for your customers to contact you through. Live chat is one of the most popular options among customers — and it’s incredibly efficient, allowing agents to serve more than one customer query at a time.
2. Call-back technology
Hate waiting on hold? So do your customers — that’s why call-back technology should be an essential part of your customer experience strategy. Not only does it make for a better customer experience, but it also helps your agents manage high demand by deferring calls to a later time. It’s a win-win!
3. Email
Hear us out. While email is not exactly a revolutionary piece of technology, it can be great at managing high demand in your contact center when applied strategically. Remember, by offering your customers more channels to reach you. You can lower your call volumes and respond to their queries more efficiently!
Guide to Contact Center Technologies
4. AI-enabled chatbots
While AI cannot provide full customer support just yet, it can support your agents by taking over tasks that would otherwise eat into their precious time. From predictive call routing to gathering customer information, there’s endless potential for this developing technology!
5. Smart IVRs
Smart IVRs are making their way into mainstream contact centers to serve customers without agent involvement. This technology draws from past interactions with the caller and resolves their query, only transferring customers to a live agent if the issue is too complicated.
6. Voice-to-message software
This technology converts voicemail messages to emails, which agents can respond to in the written form. It’s a great bridge between two of the most common contact center channels and can provide your agents with a lot of flexibility when serving your customers!The post Blog first appeared on Fonolo. -
A simple missing word
“Yet”.
You can append it after any sentence related to your journey of achievement and contribution.
“I haven’t finished the project”
“I haven’t learned how to juggle”
“I haven’t made the sale”
YET.
And along the way, “Yet” turns “can’t” into “haven’t.”
Yet isn’t the result of brazen persistence. It’s what we earn with learning, insight and generosity.
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PS I just finished George Dyson’s latest, Analogia. It’s a stunning tour de force, a wide-ranging book that includes a heartbreaking chronicle of the genocide of Native Americans, riffs about Project Orion (a spaceship powered by atomic bombs) as well as a three-hundred-year arc of the past and future of computers and our co-evolution with them. I could see this book being the only thing studied over the course of a semester, it contains so many rich eddies, currents and insights. And don’t even get me started on the treehouse and the thirty-foot kayak. -
How to Put Together a Great Whitepaper
Whitepapers are a valuable asset for your company, and there are several great reasons to create them as part of your content marketing efforts. When used correctly, whitepapers can provide your prospects with a resource they’ll use time and time again — and can provide a boost of authority for your brand (as well as…
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How to Run a Facebook Giveaway: A 6-Step Guide
Did you know that 78.4% of contest shares are done on Facebook? And that on average, 34% of new fans are acquired through a contest?
Additionally, Facebook has over 2.7 billion monthly active users as of the second quarter of 2020.
As a marketer, those stats are hard to ignore. Social media contests and giveaways are an excellent way to engage fans and acquire followers.However, running a contest requires a lot of planning. It isn’t as easy as 1-2-3 or A-B-C.
Today, let’s review everything you need to know about running a Facebook giveaway. First, we’ll dive into the rules. Then, we’ll discuss how to get started with your own Facebook giveaway. Finally, we’ll give you some ideas and examples to inspire your own contest.Facebook Giveaway Rules
The rules on Facebook giveaways are pretty simple. According to Facebook, if you run a Facebook giveaway, you must include the official rules, offer terms and eligibility requirements (such as age and residency restrictions), and compliance with applicable rules and regulations governing the promotion and all prizes offered (meaning registration and obtaining necessary regulatory approvals).
Additionally, the copy needs to include a complete release of Facebook by each entrant and acknowledgment that the giveaway is in no way sponsored, endorsed, or administered by Facebook.
You can run a giveaway on Pages, Groups, Events, or within apps. However, you cannot run a giveaway on a personal Facebook page. You also can’t use personal friend connections as a part of the giveaway, meaning you can’t have people share on their timeline to enter or share on a friend’s timeline, or tag friends in the post to enter.
Disclaimer: This blog post includes some information on legal issues surrounding internet marketing, but legal information is not the same as legal advice — applying the law to a specific circumstance. We’ve conducted research to better ensure that our information is accurate and useful, but we insist that you talk to a lawyer if you want professional assurance that our information, and your interpretation of it, is accurate. In a nutshell, you may not rely on this information as legal advice, nor as a recommendation or endorsement of any particular legal understanding, and you should instead see this post’s info as for entertainment purposes only.
Okay, now that the nitty-gritty is out of the way, let’s get into the meat and potatoes of Facebook giveaways.1. Set your objectives.
The first thing you need to do before you run a giveaway on Facebook is to decide what the goal is.
Your goal could be to increase brand awareness, collect email addresses, gain new followers, increase engagement, or drive traffic to your site.
Once you know your goal, you can come up with the type of giveaway you want to run (more on this below). For example, if you want to gain new followers, you could run a photo vote contest, where users need to ask friends to like their photo in the contest. This will drive more people to your Facebook page, and hopefully, convince some of them to follow you.
2. Choose a prize that makes sense for your target audience.
Once you know the type of contest you’re going to run, it’s time to choose a prize. Whatever prize you choose should make sense for your target audience and be something that they want. Choosing a $20 prize probably won’t entice people to enter. In fact, the average value of a social media contest prize is $369.
Also, generic prizes don’t usually work as well. Try coming up with something specific that your audience would like. For instance, if you’re a fitness influencer, you could run a Facebook giveaway with a workout bike as the prize. In this example, the prize makes sense considering the target audience of a fitness enthusiast.
3. Write the rules.
Now, you need to come up with the rules. Set a time frame for your contest, choose an entry method, and decide on any eligibility requirements.
Once you’ve decided on the rules and regulations, write them out. Don’t forget to include all the information that Facebook requires.
4. Create your assets.
At this point, you know what type of giveaway you’re running, you’ve decided on the prize, and you’ve written the rules. All that’s left to do before clicking “Post” is creating the assets. You’ll need images, graphics, and a caption written. The assets should make it clear that you’re running a giveaway and what the prize is.
5. Promote, promote, promote.
Once you’ve posted your giveaway on Facebook, you need to promote it through several channels. Organic reach on Facebook has plummeted to 2% in recent years, so you can’t just trust that your followers will even see the post.
To promote your Facebook giveaway, you can use other social media platforms, write a blog post, create a video, and email your subscriber list. The more ways you can get it out the better.
6. Measure success.
Now that your giveaway is over, and you’ve contacted the winner, and posted that the giveaway has closed, what do you do?
It’s time to measure the success of your campaign. You had a goal, and now you should look at a few key metrics to see if you succeeded.
Some metrics to look at, depending on your goals:Response rate/number of submissions
Impressions/Reach
Website visits from the giveaway post
Brand mentions
Likes, comments, shares
Email subscribers1. Photo vote.
A photo vote is a type of Facebook giveaway where you ask users to upload a photo. Then, you’ll encourage people to vote on which photo is the best.
This is a great way to acquire new followers because participants will ask their friends and family to go vote on their photo.
2. Comment to win.
While you can’t have tag friends or share posts on their personal page, you can still ask them to comment on your posts to win.
These types of giveaways usually ask users to write a caption, fill in the blank, or answer some creative question.
3. Like to win.
Similarly to the above, sometimes all you need to do is ask people to like the post. While you can’t ask people to like your page, according to the Facebook rules, you can still have them like your posts.
This is a really low barrier entry method that could be great for increasing engagement and brand awareness.
Now, let’s look at some Facebook giveaways in action.
Facebook Giveaway Examples
1. Loveline Golden Retrievers
In this Facebook giveaway, Loveline Golden Retrievers ask participants to send them a photo of their dog to be showcased in their annual calendar. Once users sent in the photos, they uploaded them to an album. The photos with the most likes won the contest.
This is a classic photo vote contest with a prize clearly targeted to the audience. People with golden retrievers would love to have their pets showcased in a calendar (I mean, who wouldn’t?).2. Bling
This is another great example of a giveaway that’s clearly targeted to the right audience. Presumably, most people who like a game page, like Bling, on Facebook, actually play the game.
That’s why a giveaway for free in-game points is a great idea. Additionally, this is a low barrier entry giveaway as well — you only need to like the post and comment.Running a Facebook giveaway doesn’t need to be a hassle. It can actually be a simple process if you follow our six-step guide.
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[NEW FEATURE] Full overview of the efficiency of your marketing campaigns in one Automation Processes Dashboard
37% of (EmailMonday) marketers believe that one of the most important possibilities of marketing automation strategy is to measure its performance. By considering that 75% (MooSend) of email revenue comes from personalized campaigns, we have realized that the key feature of SALESmanago system analytics is easy access to the most important statistics of automatic multi-channel campaigns. And there it is – a new Automation Process Dashboard for SALESmanago customers.
The ability to immediately track results of automated campaigns is not only time-saving but also helps to achieve the goals faster
Improving the quality of conducted campaigns is impossible without proper analysis, error correction, and careful comparison of previous results. However, this is a time-consuming job, and as you know – time is money. Even 74% (Review42) of marketers say that the biggest benefit of marketing automation is saving time. So why should Marketing Automation technology not help us automate the understanding of the results generated by our marketing activities?
89% of marketers ranked improving the ability to measure and analyze marketing impact as a top priority (Responsify),
Only 58% of marketers say they are often successful in achieving their marketing goals (Responsify),Only 29% of marketers said they had no issues or delays in getting results from automated campaigns (VentureBeat).
Deeply analyze results generated by your multichannel marketing campaigns, and based on this regularly improve your strategies. Track revenues from each process and see which channel achieves the highest profits.
4 points that will make you look at analytics in a completely different way
Measure sales generated with all communication channels you used in your automated campaigns and check what part of your total sales is coming from the automation,
Analyze how the engagement created with each communication channel translates into sales from your automated campaigns,
Easily access the list of best performing automation processes and workflows and learn what results each of them is generating. Improve the omnichannel communication process to boost conversion across the entire customer journey,
Based on data from the detailed analytics panel, make the right decisions, react quicker, and refine your campaigns without worrying about achieving marketing goals.
How can Automation Process Dashboard affect 1-to-1 campaigns and guarantee profit growth in every company?
Observe which of your Automation Processes bring the highest revenues and on this basis refine the strategy of less profitable marketing campaigns,
Learn from mistakes, use the possibility of viewing statistics for each individual Workflow and Automation Rule, and quickly assess whether the marketing activities undertaken in a given process bring results,
Compare the ratio of revenues from automation processes to total sales in your eCommerce and check if you are successively mapping, personalizing, and optimizing the path of each customer,
Analyze how email messages, SMS messages, and Web Push notifications statistics have changed in 1-to-1 campaigns and easily monitor changes in average OR and CTR of emails, to check if you reach their intended marketing goals,
Monitor customer activity by checking the number of activations to decide if additional processes are needed to stimulate them.
marketing automationmarketing automation
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Egomania vs. ego strength
People talk about ego like it’s a bad thing. But our desire to do a good job, our self-trust, our willingness to dance with fear–these are fuel if used properly.
Egomania pushes us to ignore useful feedback, to bristle at input and to refuse to do the work to get better at our craft. It’s actually a sign of fear and weakness.
Ego strength, on the other hand, makes us eager to learn more, engage with the market and figure out what it will take to have the project actually succeed.
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How to Maintain Quality When Outsourcing Digital Content Creation
One of the challenges organizations often encounter when they decide to outsource digital content creation is quality. It’s true that there are countless content mills that crank out low-quality articles at unbeatable prices, but you can find quality copy tailored to your voice and audience with the right approach to outsourcing. Getting your money’s worth…
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I’ll give you Facebook messaging automation for free
if you ask me
submitted by /u/rocket_building [link] [comments] -
Getting Started with Salesforce Flow – Part 56 (Merge Chatter Topics with the Help of Salesforce Flow)
Last Updated on February 2, 2021 by Rakesh Gupta Big Idea or Enduring Question: How can users be allowed to Merge Chatter Topics? Topics for Objects allow us to organize the records using Chatter’s topic. Topics help to organize records in a … Continue reading →
The post Getting Started with Salesforce Flow – Part 56 (Merge Chatter Topics with the Help of Salesforce Flow) appeared first on Automation Champion. -
No More Support Tickets: How to Deliver Excellent Customer Service with Gmail
Managing customer relationships is necessary for every business. Whether it’s solving customer issues or answering inquiries, companies use different tools to carry out daily customer interactions. Maintaining good customer relationship is key to customer loyalty which can only bring you more of the same. In order to solve and organise customer issues in the most…
The post No More Support Tickets: How to Deliver Excellent Customer Service with Gmail appeared first on Customer Experience Magazine.