Just In: Engage and Support your Customers in Twitter and Facebook with Zoho

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We are excited to share with you the newest update to Zoho Support. We have just enabled social media integration with Facebook and Twitter so you can engage and support customers through those channels, seamlessly integrating Tweets and Facebook posts into your existing operation to increase your social reputation while improving your overall customer experience. Today’s connected customers expect a high level of support – and customers are increasingly taking to social media to get their problems fixed. You need to make sure you’re listening and have the right tools to face this new reality. Zoho Support helps you do exactly that.

Listen to your customers, wherever they are

For your business, hearing directly from customers is the most valuable aspect of social media and with Zoho Support you can tap into this resource and listen to what your customers are saying about you. Whether they direct their tweet specifically at you or if they are discussing your service with colleagues, you can monitor the conversation and then engage with your customers without ever having to leave Zoho Support.

We make it simple to automatically convert customer’s requests or questions from both Facebook and Twitter into tickets. In Zoho Support you can easily define the hashtags or keywords you want to monitor, and manage an effective and organized support effort.

Route and Respond: Build meaningful connections above the chatter

The process you have for handling a question on Twitter or a complaint on Facebook needs to be different than how you handle an incoming e-mail, and that is where the flexibility of Zoho Support comes in handy.  Now you can set a faster SLA and escalation path for tickets created through a Tweet, because you know customers active in social media expect a snappier response and are eager to tweet again if they don’t get it.

Have multiple products and teams but a unified social media presence? Define specific triggers that smoothly send the ticket to the correct agent. For us at Zoho this is huge, now when someone comments on our Facebook page and mentions CRM we can send it to the correct support agent. And when you tweet @Zoho asking a question with the word “invoice,” again it gets assigned correctly.

Your support agents can now reply to tweets or comments on Facebook without ever leaving their Zoho Support workflow, increasing their productivity and safe-guarding your social media presence.

Escalate: Put out fires before they start

Your site or server goes down and all of a sudden you are trending world wide on Twitter. Not exactly your optimal social media strategy.

Now with Zoho Support you can set a trouble-sensing filter that automatically alerts you and others in your company when a certain Tweets-per-minute threshold is met. With immediate notification that the conditions for a social media tsunami are about to hit, you can take the proper steps to fix the problem sooner and leverage the increased energy into positive social interactions emphasizing your stellar customer support.

All of this is now live inside Zoho Support and is available for all of our Professional and Enterprise edition subscribers at no additional cost.

This is not the first -or the last!- social integration we add. In the recent past we also announced that Zoho CRM users can stay in contact with their customers through social media. We also recently integrated our applicant tracking system, Zoho Recruit with LinkedIn. It’s only going to get more social from here!

Let us know what you think at @Zoho or at facebook.com/Zoho - we’re listening!

Rodrigo

Doing a task more than twice? Then, Automate it.

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“Anything that you do more than twice has to be automated.”
-Adam Stone, CEO, D-Tools

Our daily work pattern will have certain activities that we repeat on and off. And when I say ‘on and off’, it means several times that span the entire workday. Take this typical cold calling scenario, for example:

  • You, as a sales rep, have a list of leads that you call on a daily basis.
  • Now, every time a lead accepts your proposal, you send a ‘Thank you’ email to the person.
  • You also update the ‘Status’ field in the lead’s details page to ‘Contacted’.
  • And finally, create a follow-up task – To call this person after 10 days. The task reminder will let you know about this on the 10th day after the first call.

Now back to what Adam said: The activity of sending an email, updating the field and creating a task is something you do several times in a day. If this was automated, think of the time you’d save! Enter Zoho CRM Macros.

Zoho CRM Macros support Email,Tasks and Field Updates. So, by creating a macro for the cold calling scenario above, all you have to do is to select the contact, and then run the macro. Your work is done and you can focus more on Prospecting.

How do you create Macros? Here’s an Online Guide to help you.

- Sharanya R

CRM Usage Trims Repetitive Tasks from Minutes to Seconds

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Since Mark Alvarez, President of La Tortilla Oven, started using Zoho all of his contacts are inline and he can actually trace all conversations instantly. In the past, Alvarez admitted he would spend minutes digging up emails just to track past conversations.

What he also loves about Zoho is the integration of all the other modules. For example all his products are integrated with customer preferences and orders. Something that would usually take five minutes to do is now taking no more than 15 seconds.

All this efficiency through an integrated CRM system has resulted in a 40 percent increase in productivity, said Alvarez who attended the Zoho user conference, Zoholics, eagerly looking forward to what’s coming next from Zoho.

Zoho Recruit: Integration with Jobaline’s Pay-per-Pick

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Today we are happy to announce our new integration with Jobaline’s pay-per-pick platform. For the first time in the recruiting industry, recruiters and small businesses will be able to reach unique candidates by posting jobs on premium job boards and pay only for qualified candidates. Combining Zoho Recruit and Jobaline creates a powerful cloud-based end-to-end recruiting solution.

Benefits using Jobaline’s Pay-per-pick

  • 100% risk free – there is no obligation to buy
  • A reach of a national job board: over 60% of the candidates are exclusive and won’t be found on other job boards
  • There are no time limits on your posting – it runs until you find qualified candidates
  • Save time – read resume summaries candidates wrote for you – instead of generic resumes

Highlights of the Zoho Recruit – Jobaline integration

  • End-to-End recruiting solution, from job posting to interview, all in one application
  • Pay-per-Pick job advertising to the Job.com Network of over 33M registered job seekers, available right from within Zoho Recruit
  • Job application organized and stored in Jobaline – keeps email inbox clutter free
  • Picked candidates are directly uploaded to Zoho Recruit – no data copying
  • Available to all editions of Zoho Recruit, no job limits for free edition users
We hope you like it. Please comment and let us know what you think.

CRM Centralizes Data So Everyone Can Better Service Customers

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What most companies want out of their CRM is customization to generate reports, said Crisantos Hajibrahim of VIWO, a reseller of Google Apps and integrator of popular Zoho apps such as Zoho CRM and invoicing.

Generating reports is the most important aspect of CRM, said Hajibrahim who echoed Gene Marks’ top point in his keynote at the Zoho User Conference, Zoholics, in Burlingame, California.

To generate those reports, you need data. And it’s not just any data, it’s data that’s lined up for your needs. To get that data in such a format, you need a process and that often requires a fix to current processes and business methodologies. Hajibrahim said you need to ask yourself the question, “What is going wrong that needs to be fixed to generate the reports.”

Getting to that point requires a CRM Czar, said Hajibrahim. People have to buy into the idea of what the CRM does, the role it plays, and how the business uses it to support the customer.

If you don’t have a CRM, how is a guy you just hired two weeks ago going to know about your most important customers, asked Hajibrahim. “Everything has to be centralized so everyone can have access to better service your customers.”

Email your files to Dropbox via Zoho Projects

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Last week we announced Dropbox integration in Zoho Projects. On this front today we’re listing out the possible ways to sync files in Dropbox via Zoho Projects.

Here’s how it works :

 

Email files and sync it with Dropbox
In Zoho Projects, every folder is associated with an email address. Just copy this email address compose a mail along with an attachment and click send.That’s it, your file is uploaded in Zoho Projects. And if this folder is configured for syncing with your Dropbox presto…your file is now available in your Dropbox account.

Push files from Zoho / Google Docs into Dropbox
Upload files from your Zoho or Google Docs into a folder that is already synced with your Dropbox account. This way your files are automatically pushed from Zoho or Google Docs into your Dropbox from anywhere.

Isn’t it cool ? Try and let us know your views.

Converting website visitors to customers

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This is a guest post by Shabana Shiliwala, who owns The Financial Sort, a financial planning company based in Austin, Texas.

Something about reading online shortens our attention spans. When was the last time you actually waited for a slow homepage to finish loading? If it takes longer than 30 seconds to find the information you’re looking for on a website, do you keep looking or go back to the Google search results to consult a different site (of which there are an infinite number)? It seems there’s an inverse relationship here–the more information is available to us, the less patience we have.

What does that mean for you as a business owner? You’ve got 30 seconds or less to convert visitors to your company website into customers. The easier and faster it is to get the information they need, the more likely customers will stay on your site long enough to purchase a product or service.

Keep the home page simple and clean. Less is more when it comes to the home page, because its sole purpose is to hold a visitor’s interest long enough to entice further exploration of your site. Since most visitors don’t make it past the home page, try to communicate as succinctly as possible how a visitor would benefit from spending more time on your site.

Make details optional. Some people need all the details before they can make buying decisions. Others are turned off by too much information. In order to keep both types happy, stick to the facts on the main interface and add an extra step, such as a “More” link, for those who want to read the details.

Highlight the keywords visitors want to see. When you visit a website, how do you read it? Like a book, starting with the first word on the page? Didn’t think so. Most of us scan the page to find the keywords that led us to the site in the first place to make sure it’s worth our time to read any further. Make it easy by emphasizing the words that would attract visitors to explore your website. Play with italics, bold, color, capital letters, fonts, font sizes, shading, borders, etc. Just don’t go too far–you still want to keep the home page simple and clean.

Offer a short menu. You know when you go to a restaurant and the menu is so long that you feel overwhelmed and can’t make a decision? The same could happen with your website menu. A long menu runs the risk of losing the attention of the reader who doesn’t want to sift through page after page to find what they want.

Try noticing your own actions over the next week whenever you’re surfing online:

1.  How much time do you spend on each website?

2.  How many websites do you visit where you go further than the home page?

3.  Why didn’t you bother moving past the home page on the other websites?

4.  What was different about the websites where you completed a purchase?

You could discover some valuable insights about how to make your own company website more user-friendly.