customer service Archives

Proven Tips to Grow On Social Media

Abhinav Bhalla / brand enhancement, customer interaction, customer service, social media marketing, valuable content / Digital Marketing

In the present world, social media is known as one of the most important aspects of digital marketing. It is prevalent for offering many benefits that help people and businesses reach millions of customers worldwide. In case a business is not using the profitable source of social media marketing, there is a chance of missing out on a remarkable marketing opportunity that can play a key role in increasing overall revenue.

A good social media marketing strategy can be a powerful way for businesses of all sizes for reaching prospects and customers. Let’s say you run a brand and you are not present on social media then you will end up missing out on a large chunk of the audience who will never come to know about your brand.

On the other hand, your customers will be interacting with your competitors through social media regularly on platforms such as Facebook, Instagram, Twitter, Pinterest, etc. If you have already not woken up to this fact then we would like to reiterate for you that social media marketing can be your key to bringing great success. You can collaborate with loyal brand advocates and also drive leads and sales.

There are some proven tips that can be used to grow on social media. However, before we begin to understand all those tips, we will first start by understanding what social media marketing is and its importance for your business.

What is Social Media Marketing?

Social media marketing can be considered as a form of internet marketing that includes creating and sharing valuable content on social media networks. The main objective of social media marketing is to achieve marketing and branding goals. It can commonly include activities such as posting valuable textual content, image updates, videos, etc. for driving audience engagement and paid advertising.

A well planned and implemented social media marketing strategy can help in achieving many goals like building conversions, raising brand awareness, increasing website traffic, improving communication and interaction with audiences, creating a strong brand identity and positive brand association, etc. The more engaged an audience is on a social media network, the better it becomes for you to achieve marketing goals.

What is Social Media Marketing Strategy?

A social media marketing strategy serves as a detailed blueprint capable of solving all problems on the social media channels. An effective social media marketing strategy is not limited to posting photos and tweets. Rather, it is a well thought out plan which highlights things such as what you are posting, and a goal that you wish to achieve from it.

Just as any other strategy, a social media marketing strategy comes way before you actually start creating. It is a detailed plan with thought-provoking ideas, a purpose, and a path to a definite chief aim that you are trying to achieve. With a social media marketing strategy, you can enhance your customer interaction processes and eventually your brand awareness as well.

Consider that you are building your own small business. Now, you will not just open a shop the very next day you decide that you want to do a business. There are many things involved in the process that includes planning, strategizing, and implementing and it is similar with each new step you will take towards building a business.

A strategy is an important part of social media marketing. It demands an in-depth understanding of your audience, what they expect, how their expectations align with your goals, and finally, how you can attract them with an offer that gets them on board.

A crucial thing that you must remember here is that you can have several social media goals. You can use social media marketing tools to get more leads, share important product or service information, expand brand awareness, your network, or anything that helps in connecting with your customers.

Moreover, you can create different strategies for different platforms based on the nature of a platform. You can post content on Facebook for generating more leads, Instagram for sharing visually attractive content, and YouTube for informative content.

Tips to Grow on Social Media

With the changing times, the business processes present today have changed as well. A social media platform enables us to go further beyond boundaries while reaching out to millions all over the world. In case you are a small to a medium-sized business owner who wishes to expand the reach then it is important to be where the existing and potential customers are present.

Being present on social media and continuously publishing valuable content can help your brand grow at a great speed. Below mentioned are some of the tips that you can use to grow on social media channels.

1. Customer Engagement Plan

Social media marketing has proven itself as one of the most popular methods for creating an environment that enables people to access, use and exchange information. The brands that wish to grow in the market and make a name for themselves must understand that building a customer engagement plan is a must for brand enhancement.

Hence, the marketing team must work on developing a customer engagement plan for building social media presence. If made nicely then this plan can help in deciding how to relate with a customer, and increase engagement. Social media marketing is the best way to connect, engage, and attract more customers. The more you connect with the audience, the more likely you can convert them.

Brands should be focused on creating a two-way contact with the target audience. In addition, communication and increased consumer interaction is an effective way to attract exposure to the brand message. With fundamental market analysis, it becomes easy to decide which social networks a brand should be targeting. On the basis of a well-planned strategy, the brands can maximize their reach and customer engagement with social media marketing.

2. Being Active on Popular Platforms

Social media is easily one of the most stress-free and lucrative digital marketing platforms which if used effectively can help in increasing business visibility and brand awareness. To see the results of this, businesses will have to create social media profiles for their brand for networking with their target audience.

Brand awareness can be enhanced if there is enough presence on social media networks. Based on which channels can work well for a business, efforts must be made to publish regular content on these platforms. With a couple of hours spent on social media on a weekly basis, marketers claim that their social media marketing efforts increase brand visibility and the user experience.

Hence, there is no doubt that by having a dedicated social media handle on popular platforms, businesses can benefit immensely and with regular use, it can also become possible to produce a wide audience for a business in almost no time. Marketers must be mindful of the fact that being active on social media platforms is being worked on while a strategy is planned.

3. Being Aware of the Competition

There is a wide range of social media profiles accessible to the masses. Going live on social media can be a brand’s choice for understanding the competitors better and also knowing different strategies being implemented to attract the audience.

In addition, it is also easy to see the content that is being posted on the social media profiles of your competitor while judging the posts that do better. After the completion of this analysis, you can look into all the questions asked by the audience and also include the questions in a social media marketing strategy.

Businesses can go through a competitor’s post, comments and the manner in which engagement is being done with the audience. Other than this, you can also read and understand the questions that the audience asks and how your business can improve according to those concerns.

Social media marketing offers you an opportunity to research increasingly about how well informed an audience is. On the basis of these comparisons, you can answer questions effectively and make yourself much more aware of important things that you didn’t know about earlier. Study the customer service of your competitor and compare it with your customer service to analyze how you can do better than them.

4. Publishing Valuable Content

Businesses must make it a habit to publish relevant and informative content on social media. All the other tips do not grow as much they can if the content published from the official accounts of brands is not useful.

Taking the support of an expert content development agency can be helpful. Businesses must remember that if they get the publishing valuable content part right then the success will automatically on the social media channels.

5. Building Transparency

By creating a strong social media presence and using a good strategy in place, you can build transparency. Even though sometimes it is not possible to control what people might say about you, you can still manage your brand image by understanding more about your audience by learning from what people are saying.

Increasing customer interaction with the social media followers and building more transparent communication channels can help in getting greater customer insights when compared with tools or data. It will also build an authentic image for your brand.

7. Understanding Purchasing Patterns

Social media networks are always open to everyone which further enables businesses to follow customer activities of potential buyers. Social media helps marketers to be informed about the likes, dislikes, inclinations, and target audience so that it can become simple to form an improved social media marketing strategy.

Understanding the purchasing patterns of the audience also allows you to focus on things that you may not be following while the creation of content and therefore becoming better at digital marketing strategies. A social media marketing strategy gives you a chance to see what interests your customers the most.

You can develop content that is related to your audience for particularly increasing engagement on the social media handles. This helps in gaining better access to see different demographics of people who visited your account and the kind of content that was liked on the social media profile. When you do this, you will significantly improve your marketing skills and create engaging content.

8. Communicating With Audience

No matter which industry may be operating in, finding customers on social media is easy in the present time. This is major because most people in the present time are active on social media platforms. The customers use social media to connect with friends, family, and acquaintances and for a network with brands and businesses.

On the other hand, social media networks are also a great tool to increase customer interaction all around the world. Businesses should keep in mind that owning and running a business offers a much better chance to communicate with a wide audience. Plus, one can learn about social media statistics by going on the internet, connecting, and buying something.

9. Boosting Website Traffic

If a business has a strong web presence, then social media growth plays the role of supplementing the presence. The use of social media helps in reaching different audiences in a useful, entertaining, and personal way while referring to potential customers you may never have had a chance to engage with previously.

This has the potential to work well in almost all cases when it is done correctly. The website and foot traffic can increase easily with the effective use of social media marketing. Let your business be known with the power of social media. You can add a link to your website in your stories on social media or with your every post. There are many ways and exploring each one of them can pay off in the long run.

Conclusion

Each and every business that is running in the market has different goals and methods of measuring success. Using social media regularly can help in achieving business goals efficiently. Either businesses can achieve the goals themselves or they can take the support of professionals who are experienced in offering these services.

If you want to grow on social media, make sure that you are mindful of all the tips that are mentioned above. If you follow them then your brand will not just succeed, but it will quickly emerge at the top as well.

If you wish to attain social media growth by publishing valuable content and interacting with the customers in the right ways, then taking the expertise of a professional can be helpful. Let your brand shine and gain the necessary growth on social media by getting in touch with the experienced digital marketing professionals of Encaptechno.

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Digital Marketingbrand enhancement, customer interaction, customer service, social media marketing, valuable content

All You Need To Know About Salesforce Service Cloud

Abhishek Sharma / customer service, customer support, salesforce development, salesforce implementation services, salesforce service cloud, salesforce services / CRM Services

Any company, regardless of the products or services it might be offering, works for one common goal and that is to offer value for its customers. It is significant for all companies to connect with the customers regularly. For this reason, customer service is one of the most important and massive undertakings for any organization. It is necessary to employ the tools that deal with customer service support needs as the company goes bigger.

There was a time when companies resorted to hiring more and more customer service agents to ensure that the needful gets done. However, technology has grown and improved manifolds in the times that we are living in today. Hence, tools like Salesforce service cloud are no less than an excellent solution to deliver exceptional customer service.

With the implementation of Salesforce service cloud, the companies will no longer feel a need to hire any additional customer support representatives because they will realize that their existing team can do a lot more with better resources and strategized data automation. In fact, the salesforce services are such that their magnitude grows with business development. Companies can keep customizing their systems for meeting their needs easily because of a strong foundation.

Now that we have gained a background on its impacts, let us first understand the meaning of Salesforce Service Cloud in complete detail.

What is Salesforce Service Cloud?

Salesforce Service Cloud is a SaaSplatform offered by Salesforce. It is created on the Salesforce Customer Success Platform and gives you a complete view of your customers while enabling you to offer smart, quick, and much more personalized service.

The Salesforce services of service cloud can form a connected base and enable live agent chats, manage case interactions, all within one platform. It also allows having a personalized customer interaction or even up-sell the product services based on the data of the past activity.

Features of Salesforce Service Cloud:

1. Managing Customer Support Experience: The support teams are collaboratively responsible for one of the most important touchpoints of the customer experience. It is the supervisors of the customer service team who have a challenging job of making sure that everyone focuses on responding to the right customer problem and in a justified amount of time.

The support teams are in frequent need of insights on the ongoing trends and standards for ensuring better management and optimization of the support processes. This includes the trends for new cases opened, any cases closed, and the resolution times across a period of time for the measure of throughput. The case volume can be considered by the support channel, kind of problem, and the severity of that problem for being standards of product/service improvement opportunities.

Now, with effective implementation of the Salesforce Service Cloud, one can set up discrete support processes for different kinds of problems to represent the differences in addressing the difficulty of any problems. Furthermore, it is also easy to explore different priority levels and support channels for distinguishing any problem type. Other custom attributes can be set up for being relevant to a specific support experience of a business. One can then turn around and create a dashboard of relevant metrics and KPIs for directing the focus of the support team.

2. Queue Workflow and Escalation Rules: With the use of automation tools such as the process builder and the workflow rules, the Salesforce Service Cloud features can help in automating the entire process of moving the customers from one stage to another while eliminating any responsibility of manual oversight. It is this functionality that also allows management to easily track the key customers such as the time taken for the first response and the time to resolution.

Furthermore, the escalation processes enable the management of a company to keep tabs on the products and possible concerns that might be responsible for not getting the right traction. One can define the escalation rules for automatically reassigning the case to a much more experienced agent or a supervisor so that the right kind of attention on vexing cases can be created.

Taking important learnings from the escalated cases helps in becoming a great way to find any underdeveloped support areas in which the support agents might need additional training in addition to specifying the staff members who might need additional coaching.

3. Service Analytics: Powered with the help of Salesforce Einstein, the Service Analytics is an extension of salesforce development that is easily available to the service managers and the agents. It provides very important insights into the performance of the agents and their departments.

Checking the reports of wide complexities becomes rather simple with the help of Service Analytics. Either it can be a report on the first contact resolution rate or on the number of case reassignments over every case type depicting the rate of average customer satisfaction as well as agents who strategically reassign cases more than a certain time in a week.

Other than reporting, the Service Analytics can also give recommendations on what an agent should be doing or saying for improving the customer satisfaction rate.

4. Process and Routine Automation: With the help of Service Cloud, a person can easily automate the process of using the workflows, email templates, approvals, and more. For instance, when the customer is extremely dissatisfied with the support services of a service agent, the process and routine automation help in stating that an immediate customer incentive is needed.

Salesforce sends an Incentive approval request and when the approval is granted, the required incentive is offered to the customer over the email. Another example could be that if a customer service agent sees that there are almost eight similar cases into the system, the Salesforce process and routine automation can be used to run a bulk macro for answering all of them simultaneously while resolving the case. On running another macro, the cases will be solved. This automation process helps in saving the time of agents and managers considerably.

5. Customer Account Portal: At the present time, customers expect more than one support channel for reaching out to the customer service. The customer portals are extremely helpful in facilitating this support in a world that is digitally connected. There are some companies that choose to empower their customers with self-service capabilities. These companies are of the opinion that when they deal with the customers themselves, it saves everyone’s time and energy.

The customer account portals also work well for tasks such as fixing appointments, paying bills, checking an order, and much more. This is all the more useful for supporting teams as a case deflection mechanism that reduces any extra costs.

With the help of Salesforce service cloud, it is possible to make the customers go through a self-service flow that is driven by a knowledge base included with the community. The customers can leverage existing knowledge either by allowing the support agents to resolve similar issues or by having other customers get the answers quickly. The support agents can then avoid getting over stacked with the common issues that have well-documented resolutions.

6. Knowledge Base: The implementation of the Salesforce service cloud also helps in offering a knowledge base solution that services as a repository of information for representatives who can access a wide pool of answers that they might need to serve the customers in the best way possible.

The knowledge base allows the representatives to search for effective solutions anytime when a customer begins to outline a problem. This feature serves as a center for all the documents to ensure that they remain specific and updated just as things shift and change within a business.

In addition, the knowledge base is also helpful for the organizations that use a self-service company portal. It is generated by the support agents or the peer-to-peer customer communities who can provide self-service to the customers. One can decrease the support costs in the form of a decreased volume of cases at any point in time.

7. Email: At the present time, so many customers are in the habit of sending an email and then waiting for a reply. This is because it is simple and can be done in the blink of an eye. In this scenario, it is important for companies to understand that they cannot keep the customers waiting for an answer.

Since it can be a challenging task to reply to each and every email separately, the Salesforce service cloud feature comes with an auto-response capability for the cases, which makes it very easy to send a case creation confirmation email to the customers. Moreover, the service cloud allows the customer service agents to respond from the case itself while the customers respond from their emails. Salesforce routes the emails of the customers back to the case so the agent can continue email back and forth the issue resolution. All of this gets technologically tracked and chronologically viewed in the case feed.

The application also inspires the creation, storage, and use of email templates for standard email responses to common case types. Beyond that, the support agents can create macros to record their repetitive actions and execute a set of actions just as needed by running the macros.

8. Omni Channel: Salesforce Service Cloud offers the feature of Omni-channel which helps in offering customer support through the numerous communication channels. Beginning from email, phone, and live agent chats through the web to the video chats, social media channels like Facebook, Instagram, Twitter, and more, the Salesforce service cloud helps in covering all channels.

The service cloud brings cases from a different set of channels and delegates them to the rightful customer service agents dependent on the preset conditions.

Conclusion:

The implementation of the Salesforce service cloud is a great option for all organizations that are looking forward to upscale their level of business. In addition to streamlining the customer service operations, it also ensures that the brand value of a company rises to greater heights.

If you wish to implement the Salesforce service cloud in your organization then Encaptechno comes with a team that has a wide experience of providing the Salesforce implementation services. Get in touch with the team to know more.

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CRM Servicescustomer service, customer support, salesforce development, salesforce implementation services, salesforce service cloud, salesforce services

Overshine Your Customer Service with Zoho Desk

Abhishek Sharma / customer service, zoho desk, zoho desk login, zoho desk support, zoho partners / CRM Services

Regardless of the size and scale of a business, there is always a requirement to reach out to the customers for standing out and gaining better reliability. One of the most organic ways of doing the same is either by email or phone. However, it is important that all customer calls are taken care of in a linear and controlled manner. Doing the same without using the correct tool can prove to be difficult.

In the beginning, you will require a place to store and manage all the conversations because if the valued customer returns following up on the previous calls, or asks more questions then you must be aware. With time, you will be able to form a relationship with your customers and you will also need to maintain the context of all your interactions with them. Additionally, there will be a need to do the same overall types of channels so that your customers can reach out effectively.

That being said, all of this is just a glimpse of what exactly can be done by customer service software. In this blog, we will have a detailed look at the steps in which you can overshine your customer service with Zoho Desk.

Before we take a look at how Zoho Desk support helps us in detail, let us first begin by understanding what Zoho Desk is in complete detail.

What is Zoho Desk?

Zoho Desk is actually customer service software that is created to assist businesses to provide exceptional support to their valued customers. It is embedded with various tools and functionalities that offer a wide range of helpful analytics while enhancing business productivity.

With the help of Zoho Desk, businesses can enable their managers to explore all the fundamental problems that could be linked with the overall employee performance. The main goal of Zoho Desk is to drive enhanced business services and decision-making abilities. Moreover, businesses can make the most of the relevant and on-time assistance with the help of this software.

By collaborating with the Zoho partners, corporations can offer their expert assistance with the dependable tool, task automation, and different types of networks that help in getting quick delivery and prompt support to the valued customers. Zoho Desk helps in gathering the teams from different departments so that they can work as one team and offer the customers the best possible experience.

Zoho Desk support helps numerous industries. For instance; all manufacturing and distributing organizations might encounter a problem with their returns because of defective products, sudden shipments, and the like. With the help of Zoho Desk, these clients can be helped by getting a simple way to submit requests. Additionally, the Zoho can also be embedded into the Zoho Finance applications or the Zoho ERP software applications, which provides a better custom solution.

Working of Zoho Desk:

The working of Zoho Desk is rather simple and hassle-free to get a grip on. At the time when a customer encounters a problem that they would like to solve at the earliest, they are more than likely to call or send an email to the company. Although this can sound and seem obvious, it can actually turn into a problem if the volume of customer service calls rises too high.

As support in this situation, Zoho Desk comes in and routes the different support requests directly to a specific department or to a support agent. With the help of Zoho Desk, the clients can be encouraged to reach a committed assistance phone address. This further helps in supporting the administrator in the sense that it offers an ability to route and oversee any prompts as and when they reach.

Yet again, the administrator can see just what they need to follow a map that can be set up earlier. The agents of a company can also communicate internally when they want to discuss tickets so that all the communication is linked. In addition, the administrators of an organization can also send solutions to a knowledge base, which the customers can access by logging into a special support platform.

In sum, the support administrators can view all types of metrics linked to a support system. This includes a department-wide or agent-specific response time, customer satisfaction rating, product-specific problem, and a lot more. With the help of Zoho Desk login, the prevalent and impending support issues can be addressed and solved.

The benefit of Zoho Desk For Customer Service:

The most important benefit of Zoho Desk is that it helps in managing the tickets, discovers the trends and patterns that prevail in the workflow, collaborate with teams effectively, and empowers clients with various services. All companies regardless of their sizes can benefit from a diverse range of support networks and options for delivering on time and high-quality customer service.

This enables in establishing a responsive customer relationship that usually results in better revenues and business functions. The integrated standpoint of Zoho Desk operates for helping the companies to offer their customers with support networks that can further meet all preferences. Businesses are free to choose between delivering real-time support through the call centre functionality or address concerns and questions with the assistance of a ticketing system.

Zoho Desk is actually integrated with the social support that allows the customers to ask questions, pass requests, and call for assistance through the well-known networks on social media platforms such as Twitter, Facebook, etc. It is well acknowledged that the quality of customer support should be at Peak in all cases and so, the software assists the business managers in making sure that the complete support is offered through all networks.

With the expert support of analytics and reporting tools, the company managers and operators can figure out the concern and problems linked to the productivity and performance of the staff. All the insights so acquired from the software are used for enhancing the performance while handling the customer support tasks.

Overshine Customer Service with Zoho Desk, Here’s how:

1. Automatic Ticket Notifications: Organizations can set up the Zoho Desk in a way that when a customer sends an email to a specific email address, it will be organically captured in the form of Zoho Desk. After this gets set up, almost any email that goes to that specific address will notify all users in an organization just so that prompt action can be taken.

In addition, one can also get an automatic notification in case a customer replies or goes ahead to re-open the ticket. All users are always notified as to when these messages occur so that when the track is lost, you can actively avoid the phone and email.

2. Tracking Agent Availability: In case you are aware of customer service, you would know that the Service Level Agreements or the SLAs are an important concept. One can set the particular turn-around time that is needed for replying to the support tickets either for following up or closing.

If the Service Level Agreement is not met then you will be notified immediately and the ticket will have a red highlight. The agents can also set their availability in the top right corner of Zoho Desk.

In this way, you can know that an agent is available at the desk for taking care of the support tickets. There is another feature called agent collision in the ticketing interface that enables two or more agents to open and see the tickets at the same time.

3. Direct Reply to Customers: With Zoho Desk, the organization representative can directly reply to the customers and view their email chain accordingly. In this way, there is no need to give your support staff access to the support email inbox directly.

The support staff can reply to all customers’ right from the support email ID provided and linked with Zoho Desk. In addition, there is also a comment private feature that helps in communicating with the staff internally about a specific ticket. All these comments can be effectively seen by the customers.

4. Creating Custom Reports: One can find a summary of all tickets along with detailed reports on the metrics that explain the tickets. The reports can be viewed in the summary in a tabular form or a matrix. There will be a need to either configure or customize the report before one can view it.

You can select a module and then a different column from the module that you would wish to see in the report. You can also group your columns just as you wish while choosing a method to display a mathematical sum or an average.

For example: in case you wish to see how many tickets were closed by an agent, all that is needed to do is to select the name, email, and the status of the agent so that you can get a sum of all numbers. These are different kinds of customizations that can be achieved but all reports plainly zero in on the report types, criteria, and column for the report.

5. Creating Modules: Zoho Desk enables the creation of distinct customer service modules. For instance: you might have different individuals who send a support ticket or who were your customers in a project. These individuals are often placed in the Contact modules.

These contacts might be affiliated with a company that is billed. Therefore, contacts will be eventually associated with accounts that are typically a module.

Conclusion:

Zoho Desk is actually a pretty robust platform that can elevate the customer service performance of a company considerably. As the information mentioned above explains, the Zoho Desk login makes it simple for an organization to collaborate and serve the customers together. One can discuss all tickets and reply to customers on one screen, share questions, and integrate with third-party applications.

Also available on other devices like mobile and tablets, Zoho Desk offers a lot of flexibility when it comes to running the customer service operations. Giving this platform a try is a worthwhile move because it will most likely suit your organization well.

In case you need any support, get in touch with Encaptechno for support, integrations, setup, and more.

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CRM Servicescustomer service, zoho desk, zoho desk login, zoho desk support, zoho partners

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All You Need To Know About Salesforce Service Cloud

What is Salesforce Service Cloud?

Features of Salesforce Service Cloud:

Conclusion: