Loading...
Answers
MenuWhat SaaS should I use to coordinate email communication with customers so our whole marketing team has one consistent voice?
We are having problems with multiple people contacting the same customer, or the wrong person contacting them, or one member of the team who should be notified about a customer's needs not being notified. What SaaS can we use to clarify this?
Answers
HelpScout, ZenDesk or Desk.com.
HelpScout (help desk software) would be a great start – less options but even when I ran a 6 person customer support team (with over 500 emails a day), we never needed the complex features of Desk.com.
Have one person create 'saved replies' to quickly answer your customers in a cohesive voice and with consistent responses. (However, encourage your entire team to inject some of their personality!) This seems like a huge task, but if they dig through their sent emails, it can be done pretty quickly.
Good luck!
Salesforce (Desk.com) could be the most feasible and one stop solution for your need. Let me know if you would like to evaluate the appropriateness of the platform per your need. I can help you around business problem definition, mapping it with right technology solution, and helping you adopt the technology with necessary customizations.
There are a number of good systems out there but your real needs for that cross communications will determine the choice. One that we use is FreshDesk ( http://freshdesk.com/ ). There are a number of others if you would like to discuss.
Randy Tucker @ TeamAutomation.com
I have used Zendesk, Freshdesk and GrooveHQ. Zendesk scores the point because of its ease of use, its support, and an excellent knowledgebase platform to complement your support process. When you setup a help desk system, plan a few support articles in the Knowledgebase (Zendesk helps you here) to reduce the support calls.
I have helped business setup this support process, including the KB. Let me know if you need more details.
Related Questions
-
What is the point of having multi-year contracts in SAAS if the customer does not pay upfront for the 2nd year?
If you have an enforceable contract, the client is obligated to pay for the services received. As a business owner, I would be very concerned if a SAAS was demanding upfront payment for 2 years.Shaun NestorSN
-
Are there standard ratios that are used to calculate first level support staff needed for a SAAS product that is a non-technical product?
Hi. I'm a Business Intelligence consultant with most of my customers being call centers. There are definitely guidelines you can apply but it will be based on several factors. Your question references ratios, which I assume means you would like to know how many agents per customer. That number will vary greatly depending on a number of other factors including: -what is your ASA target (Average speed of answer)? -what percentage of calls should meet the ASA? -are their penalties below a certain threshold (if less than 80% of calls meet ASA in 24 hours, for example) -how long are calls waiting when they don't meet ASA? -what is the call distribution by day of week, time of day and holiday v. non-holiday. -what is the average call duration? -what is the % of calls requiring escalation or call back versus calls resolved on first contact? To simplify it though, the two most important (IMO) will be call volume and your target for ASA (assuming you aren't answering then putting them back on hold, etc). To simplify though, the top 3 are: ASA, Call length and call volume. Regardless of the size of customer base. A good reporting system that combines live metrics and daily/weekly/monthly analysis will help a great deal. Feel free to set up a call if you'd like to talk about this in more detail.Richard LockyerRL
-
Should we hire hire a contracted outside sales force for our company rokform.com? If so who do you recommend? We need visibility in larger channels.
Do you have any internal sales professionals? You should at LEAST have an internal sales director who sets the strategy for a sales force. Then you determine if the proper path is a contracted sales force. I've known companies that have used outside sales teams however NONE that have seen the type of success that outweighs having an internal team.Mike MagolnickMM
-
What is the best sales material to use to support a B2B outbound strategy. And what should be the order of outreach? I.E email, phone call, mail?
People hate calls. People hate emails. People hate mail. Do you really want your first impression to be that of an interloper and a pusher? Then again, most recipients aren't event going to look at what you send them. What is your niche? Office managers for private family healthcare providers in Peoria? Athletics department directors for NAIA schools? Sales managers at wholesale car dealers that make over $180 million per year in gross revenue? Know your niche and define your buyer (and it better be the CIO or VP). Is your buyer female or male? Older, middle age, or younger? What about her or his college education? What does he drive? Where does he live? Where does he eat his lunch and get his coffee in the morning? What does he read? Etc. Go to your buyer. Find congregations of your buyer. Professional associations. Conferences. Meet-ups. Trade shows. Offer to do free presentations--not on your product but on best practices or trends you observe in the industry. Make your presentation about solving problems your buyers deal with every day. Write blogs or columns for media they read. Again, focus on what they need/want to read. You will have a hard time keeping enough business cards in stock and click-throughs from your byline. This is a true "targeted outreach campaign." Don't waste your money and time with anything less than this. You're going to do great. Please let me know if you'd like to talk about it more!BT IrwinBI
-
Startup Looking To Hire First Sales Employee - And completely lost. Any advice on compensation structure (benefits?), items that need to be in place?
Instead of repeating the wisdom of others, I'll link to it below. Here is a great blog post on hiring your first salesperson: http://tomtunguz.com/when-to-hire-a-salesperson Also, Mark Suster has written a ton of great post on his blog about startup sales. http://www.bothsidesofthetable.com/on-selling/Clay HebertCH
the startups.com platform
Copyright © 2025 Startups.com. All rights reserved.
