Posts Tagged ‘customer service’

Cool Product: BatchBook

November 22nd, 2011

Customer Relationship Management


Batchbook is customer relationship management software (CRM) created to be useful, user-friendly software for businesses that have a limited budget but wish to track contact information about their customers and any points of contact that the business has with them (phone calls, e-mails, purchases, returns, reservations, etc.). If you need to collect industry and business specific information about your customers that can’t be handled by basic e-mail management software, and desire an easy-to-use system with excellent customer support, then you need to check out this product.

Contact Management
Batchbook allows you to keep track of your business, personal, and social networking contacts and share them. You can create a flexible, easy-to-use contact database from scratch, or import your contacts from an existing system. In addition to standard contact information, you can use SuperTags to create custom fields to capture the information that’s important to you (such as customer information, personal details, or social networking profiles). The Contacts tab offers a variety of filtering options and powerful batch actions so you can efficiently manage your network.




Social Media Monitoring
With one click of the “Search Social Network” button, you can easily find and add your contacts Twitter, Flickr and LinkedIn profile information. When you view the contact record, you will have links to social networking profiles as well as their last three tweets, most recent Flickr photos, and a LinkedIn summary will appear alongside their contact information and communication history, giving you a more holistic view of their social networking activity. You can also add other feeds such as work and personal blogs by using the Social Media supertag.


Custom Fields with SuperTags
A SuperTag is a tag with a lot more power (hence, the super hero status!). By turning an ordinary tag into a SuperTag, you can group contacts together and create custom fields for only those contacts. SuperTag your “press” tag to track custom information about your press contacts like publication, topics, and preferred contact method. SuperTag your “customer” tag to store customer data such as birthday or account information.

With SuperTags, you can choose from different field types, including text, number, yes or no, phone number, email address, website, date, recurring date, multiple choice and even RSS feed. Every SuperTag field is searchable through Batchbook’s powerful advanced search and reportable through Batchbook’s Lists & Reports.



Communications Tracking
Batchbook Communications allow you to log emails, phone call notes, or any other communications with your contacts. Follow the communications stream of your entire team by subscribing to the feed. Want to see the last time your company contacted a client? Simply look up your client and that information is displayed on their contact record.

Also, with BatchBox email forwarding, you can send emails directly to Batchbook. Batchbook will automatically store the email as a Communication, attach it to the relevant contacts (and create a new contact, if needed), and retain any attachments.



Email forwarding with BatchBox
With BatchBox email forwarding, you can send emails directly to Batchbook. Batchbook will automatically store the email as a Communication, attach it to the relevant contacts (and create a new contact, if needed), and retain any attachments.

You can also create To-Dos from email via BatchBox by including “TODO:” at the start of the subject line.



To-Do Lists
The Batchbook To-Do list lets you manage your tasks quickly and easily. In addition to managing your own tasks, you can assign tasks to other users. You can even create To-Dos by email via BatchBox email forwarding.

 To stay on top of your tasks, you can set email reminders, subscribe to the feed or even print out a handy portable version of your To-Do list.



Lists & Reports
Batchbook’s Lists & Reports allow you to build a list from all contacts, an advanced search or tags to better manage your contacts. Use a list to easily generate mailing labels, export, or back up your data or create customized, printable reports from your contact data. Use these reports to generate call lists, add to presentations or to take notes when you’re traveling, in the field, or working off-line.



Web Forms
Batchbook web forms fit your data-gathering needs, whatever they may be. Customize a web form to capture the information you need from your website which will then be added directly into your Batchbook account.

 Use your web form to generate leads, collect newsletter sign-ups, invite visitors to a class or webinar, conduct surveys, or anything else you can imagine.

Sales Process Management
Your contacts are the lifeblood of your business; sales are its heart. Batchbook allows you to track your incoming leads, create custom workflows for your sales cycle, manage all contacts and communications associated with a deal, save any custom data pertaining to your deal type and build reports for tracking your sales pipeline.

Batchbook gives you easy, yet powerful tools for managing your sales process.


Click here to watch any of several short video demos and see how great this product is. 

To learn more, and to check out pricing
visit the Batchbook website.

10 Important Customer Service Tips

April 28th, 2011

As a small business owner, it is important to make an effort to not only please your customers, but to treat them very well. Customer service is an important part of a business. By making your customers feel valued, they will continue to use your services. And in that respect, customer service is a vital component to your marketing effort. It may well be the most significant factor in increasing sales to your existing customers, as well as being able to reach the potential customers that they know. Consider these tips to improve the customer’s experience with your small business:

1. Establish a Rapport
Every customer wants to know that you value them, so you need to consider the relationship that you have with them. By maintaining a good relationship, your client will feel like you truly care about them, and will want to continue doing business with you. This is very important small business advice.

2. Make Personal Phone Calls
Whenever possible, make personal phone calls to your customers. If your customer hears your voice, they will feel like your company really cares. In a world where email and other quick forms of communication are popular, you can make your small business stand out by making personal phone calls in addition to your usual communication methods.

3. Distribute a Newsletter
By creating a newsletter, you can keep your customers informed about your company and its happenings. People love when businesses stay in touch and update them on news and industry events and such. There are several good, easy to use and inexpensive products available that you can use to generate an effective e-newsletter. I use Constant Contact for my monthly newsletter, The Small Biz Bulletin.

4. Acknowledge Holidays and Birthdays
If you really want to set yourself apart from the crowd, make sure to acknowledge birthdays, holidays and other special events. Customers want to know that they have not been forgotten. This is a great way to make the day of your customers. This will help keep your customers coming back and will continue to bring you a profit. 

5. Break Your Own Rules Occasionally
There is not always just one way to do something. By breaking your rules occasionally, you may learn that you have kept a customer that may have otherwise left. It is important to make decisions based on each issue that is presented to you. This will enable you to keep your customers happy. 

6. Let Your Employees Make Customer Service Decisions
Teach your employees how to show respect to your clients. Trust in your employees and their customer service decisions. By doing this, your employees will continue to recognize the value of keeping customers happy. 

7. Offer Gift Certificates
If your customer is happy with your company and its services, chances are they will be likely to recommend your small business to friends and family. By offering gift certificates, you are making it easy to share your company and a way for other people to learn about your business and its many offerings. 

8. Give Back to Your Community
It is important to show support for your community. Small businesses are often supported by their surrounding communities. By showing that you care, and by giving back to your community, you will show customers that you, like them, care about things other than just your business. 

9. Create a Network
Reach out to other small businesses. Learn and share information from other businesses in your industry. There is always more to learn about your field, and by creating a network with other businesses, you will not only learn more, but your business will continue to grow. 

10. Spy on Yourself
Consider having mystery shoppers visit your store. This will teach you what is working and what is not. What you learn will be important for improving on all the various aspects of your business. 

These small business tips will help you continue to improve customer service. In a world where small business owners are constantly competing with corporations and big businesses, customer service helps you stand out from the crowd. Customers appreciate working with small businesses that care.