How to Reach Influencers and Grow Your Content Audience [VIDEO]

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You spent ages crafting and perfecting your content marketing masterpiece, and then you hit the publish button. Hours, days, weeks go by, and yet your engagement metrics still haven’t breached the low double digits. So, you went back to the old drawing board and posted an even more compelling piece of content, but still got the same dismal results.

This is an all-too-familiar situation that many marketers face today. Consider this: 76% of marketers blog, while another 73% produce case studies. That’s just for written content. There’s an entire ocean of infographics, whitepapers, social media posts, videos, and other materials that your target audience has to navigate in order to find your content.

Influencers can give your content the needed boost to reach a wider audience and, more importantly, drive action. This video series gives an overview on influencer outreach, going over some quick tips and ideas you can use, plus a brief walk-through of how we were able to successfully work with influencers in one of our content projects.

Episode 1: Why Reach Out to Influencers?

Influencers are what your content needs to achieve escape velocity and generate the right kind of response. But before we talk about the “how” of influencer outreach, let’s first find out the “why”.


 

 

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Why Back-up and Recovery Solutions Matter

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Why Back-up and Disaster Recovery Solutions Matters

As an owner of a company, you can never be too sure if things would go wrong.

As we all know from Murphy’s Law, “anything that can go wrong will go wrong.” Natural disasters, virus attacks and many other events that can bring your business down for the count are all there to stunt your growth no matter how far you have already been. And what’s even more daunting is that we cannot keep bad things from happening – like ever. And while you can always repair damaged equipment and facilities, you can never recover lost data when you have to. The least you can do is hope that nothing bad ever happens to your business.

But we are not here to tell you to stack up on some cans of sardines and sacrifice a lamb in the name of good fortune. Do you know that there’s an even easier and less bloody way?

To protect your business’ gains from the inevitable and, uh, evitable, you can always invest in back-up and recovery solutions. For all we know, they can be your best bet in recovering lost data and guarantee that it will be business as usual in no time.

Still, there are some skeptical decision-makers out there who are still reluctant to purchase a back-up and recovery system. If anything, they are missing out on a lot of benefits when it comes to encountering critical circumstances like:

Hardware failure.

Computers can fry up the least you expect it. And it entails huge losses on your part if ever your servers experience a massive meltdown. Still, you can always save your data using a back-up system which stores them in an archive far from the effects of hardware issues and downtimes. Consequently, you will be able to access data from a back-up server while you repair and upgrade your hardware systems. It saves you time and, of course, a lot of money as the business continues to thrive.

Related: Top 5 Sales Blind Spots in the IT and Software Industry

Unpredictable circumstances.

As much as we try to deny it, nature really has ways to bring a business down. Earthquakes and other natural calamities can disrupt business operations and entail huge costs on your part. Aside from damage to important facilities, you also have to face the inevitable issue of lost data. Fortunately, there are companies that offer recovery solutions to this end.

Related: Want to Increase POS Software Sales? We Got you Covered Fam

 


Here’s How to Clinch that Million-Dollar Sale in the Software Industry


Rectify human errors.

Of course, there are also man-made factors that may cause you to lose data. Human errors can cause your company a lot of money if you don’t take preemptive measures to address such scenarios. You can never be too sure if someone will do something that can put your operations in jeopardy.

Here are more statistics to consider in terms of security and stability of your company’s critical data:

  • In the past two years, Over 50 percent of businesses experienced an unforeseen interruption, and the vast majority (81%) of these interruptions caused the business to be closed one or more days. 
  • 80 percent of businesses suffering a major disaster go out of business in three years, while 40 percent of businesses that experience a critical IT failure go out of business within one year.  In the case of suffering a fire, 44 percent of enterprises fail to reopen and 33 percent of these failed to survive beyond 3 years. 
  • Companies are still failing to put strategic contingency plans in place. Analysts from Hughes Marketing Group have found that over the course of a month, 90 percent of small companies (fewer than 100 employees) spend less than 8 hours planning or managing their business continuity plans. 
  • Vendors offering disaster recovery solutions have stated that between 60 and 70 percent of all problems that disrupt business are due to internal malfunctions of hardware or software, or human errors that may lead to fraud. 
  • According to Timesavers International studies, the catastrophe most businesses experience is not fire, flood or earthquake, but rather something much more insidious—malware. 
  • In 2008,the United States was the top country for overall malicious activity, making up 23 percent of the total.  
  • 93% of companies that lost their data center for 10 days or more due to a disaster filed for bankruptcy within one year of the disaster.  
  • Companies that aren’t able to resume operations within ten days (of a disaster hit) are not likely to survive. 
  • Every week 140,000 hard drives crash in the United States. 
  • 31% of PC users have lost all of their files due to events beyond their control. 
  • 34% of companies fail to test their tape backups, and of those that do, 77% have found tape backup failures. 

Source: www.itispivotal.com

 

If you happen to be a company that offers back-up software solutions, you’re in luck! Time to forget about marketing and focus on improving your software solution. We have everything there is to highlight your products most important features! Check out The Savvy Marketer’s Blog!

 

 

We’ve been generating Software Sales Leads for more than a decade. 

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Get your First Tradeshow Clients with these Marketing Ideas

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Get your First Trade show Clients with these Marketing Ideas

In terms of getting qualified sales leads, trade shows are basically your best  bet. For a start, these activities allow businesses to interact and engage with their audience in a more straightforward manner. In other words, it is like finding the right person through speed dating.

Okay, not a very good comparison, but trade shows are always a good source of qualified sales leads. In fact, a lot of companies depend on trade shows in order to grow their networks as much as they want to grow their sales. As we can tell from the juicy numbers provided by SkyLineTradeShowTips.com. 


At least 82% of tradeshow attendees have buying authority and that “99% of marketers said they found unique value from trade shows they did not get from other marketing mediums.”  


Now that you know how trade shows are important marketing opportunities, you may want to determine the best ways to make the most out of your trade show experience. To get your first customer through a trade show, take a look at this important steps.

 

#1. Presentation is important

Design your booth in a way that attracts potential customers. Do not always settle with cliched tropes like cardboard cutouts and big LCD screens. Go for more creative ways to give some pizzazz to your first trade show appearance. In other words, always aim for impact as well as substance. Never go for anything less. You have all the resources you need to make your first impression that much significant to any interested trade show attendee. Check out these Emerging Marketing Tools to Be Use for Promoting Events

 

#2. Giveaways and “party favors”

Trade shows are actually big festivals where like-minded people can mingle and talk about  issues concerning their respective industries.And like most parties, everyone expects a little something to take home with them. Giving away free stuff like ballers and pens with your brand’s logo on them provide a good relief from the usual practice of handing out boring flyers. Instead of doing the usual things trade show exhibitors do, go for promotional material in the form of simple yet usable stuff.

Here’s what we did during Dreamforce 2016 event that had garnered sales closes:

How to get Tangible ROI in Joining Events

See How we Got Tangible ROI in Joining Events

 

#3. Listen and engage

Hello. You’re in a trade show, which means you are here to make your voice heard. And there’s no other perfect reason to be in one anyway. You are a business that offers solutions, and so you need to act like someone who reaches out to the attendees rather than beg them to hear you out. Effective talking points that address problems related to IT security and effective POS systems will eventually convince your target audience to listen to you from a sea of attendees.

Related: Event Planning and Management: Delegate your Tasks

There’s no better way to interact with your  potential clients than through trade shows. If you’re curious what else is there for marketers to use in order to grow sales, then you might want to read other insightful stuff in our blog.

 

 

Learn more about more marketing ideas

and generate more leads for your events!

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Sending Emails on Sunday? Are you Kidding me?!

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Sending E-Mails on Sunday? Are you Kidding Me?!

 

Email marketing has to be one of the best lead generation strategies out there. Because, for one, it is reliable. CampaignMonitor has noted that “Email is 40 times more effective at acquiring new customers than Facebook or Twitter.”


Marketing Sherpa on the other hand has found out that 72% of people prefer engaging promotional content via email.


We can actually make a compilation the size of a phone book for all the praise email marketing has been getting through the years. Still, there is a need for businesses (especially those in the B2B industry) to apply the right methods in managing and implementing an email campaign.

Now, we can ramble on about writing effective copy, offering something new each day, and featuring content with a seasonal vibe (think cliche Christmas cards).

 

But, as marketers, we should always look at our campaigns through different perspectives. Instead of focusing solely on content, let us look at how we send our emails.

It is very likely that your campaign follows a schedule for sending emails. And it is very likely you follow the same old rule: “Tuesdays to Thursdays. 8 AM to 11 PM.”

There are reasons why marketers follow this. One of them is that decision-makers are at their most active during these days and these timeslots. Besides, it doesn’t make any sense to send during the weekends. As if some blog would tell us otherwise.


“…Even though the weekend was not the most popular time to send emails, those who opened were much more likely to engage with it and click through or purchase.” - VerticalResponse.com


Hold on one second. You’re telling me that it actually works to send emails on Saturdays and Sundays? Sundays?!

Well, there has been numerous studies pointing out the benefits of weekend email campaigns. And while it may look like an outrageous idea, marketers who do implement this kind of approach have noted tremendous increases in conversions.

weekendreplyrate-1024x504

According to Yesware’s analysis of over 500,000 sales emails, email open and reply rates are higher on the weekends. 

 

It may have something to do with the fact that managers and decision-makers are more relaxed during the weekends. The stressful conditions provided by regular workdays impel them to ignore promotional material and focus on the tasks they set out to do during these days. The weekend gives them respite from all this hassle and eventually, make them more responsive.

Related: 5 Actionable Email Marketing Templates you can Use to Follow Up [GUEST POST]

In fact, managers are more likely to read through their mail since they have a lot of free time in their hands, especially on Sundays. This would explain why conversion rates are so high on these days.

However, just like any other marketing theory, you will need to test the waters first before deciding on taking your email campaign out on a weekend. Experimentation and A/B testing are crucial. And if it does work, then consider taking the road less traveled.

 

 

Here are more mind blowing email marketing stats from Salesforce:

 
 

Here’s How to Have a Successful Email Marketing Campaign with Callbox

Learn more tips on generating leads

Check out The Savvy Marketer’s Blog or  watch more Callbox videos now

 

Callbox Concluded Success for Digital Marketing Analytics Leader [CASE STUDY]

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Callbox Concluded Success for Digital Marketing Analytics Leader [CASE STUDY]

The Client is a leading digital marketing analytics (business intelligence) company that collects, filters, analyzes and aggregates data from social media, forums and other online locations.

Campaign Type: Appointment Setting

 

 

 

Check out the Full List of our Client’s Success Stories

Watch Callbox Videos and Revamp your Marketing Campaign!

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The Secret to Content Marketing Lies in Distribution [GUEST POST]

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The Secret to Content Marketing Lies in Distribution

Companies, especially B2B companies, are investing tons of resources into their content marketing.


But, as stated by a SiriusDecisions survey, 60% of content created by B2B companies never get used.


So there’s clearly a problem. B2B companies are proficient in creating content, but aren’t able to utilize it effectively. Once a piece of content has been created, the entire process comes to a halt. The crux of the matter lies in distribution – how to get the content you created in front of as many eyeballs as possible.

Here are two distribution strategies that B2B companies should implement into the over marketing.

#1: Master the Art of Content Outreach

As mentioned in the intro, the content creation itself isn’t the problem. Marketing departments are well versed in content creation. The question is, in what stage of the process should the creation comes?

It seems that most companies follow this process:

  • Ideation – coming up with the topic
  • Research – gathering data and knowledge
  • Creation – the actual writing

Related: Outsourcing Content: Where To Look And Tips For Getting It Done [GUEST POST]

  • Distribution – pushing the published content through social media & content discovery platforms OR trying to get in published on third-party websites

The main problem identified in this process is that the distribution comes at the end. Let me explain.

Obviously you can’t distribute content on social media prior to creating it. But, if you’re aiming to have your content published on third party sites, you should definitely plan the distribution angle ahead.

 

Content Distribution

In certain cases, the value of publishing your content on third-party sites exceeds that of publishing on your own site. While publishing content on your own site helps drive traffic (assuming you promote it through social channels), having your content and byline on relevant, industry-related sites can give you a serious boost in credibility and brand awareness.

In order to achieve that, the best tactic for distributing content is contacting your target publications before you start writing. Reach out to the editor, introduce yourself, your background and your expertise and if you have previously published content, include links to your best work.

Offer the editor to write for their publication and make sure to indicate that you’ll customize your content to fit their audience. You can also ask if they have a specific topic they’re interested in currently.

When you get a response, that’s your time to pitch your idea. Include a title and a short summary of the main points you wish to cover. The editor will either approve your pitch, suggest adding this or that or tackling a different angle, or reject it all together, thanking you for your time. In case you get the green light, the editor will also direct you to their Writing Guidelines, which you need to follow.

Now it is abundantly clear why the distribution process should come before the writing itself. What are the chances that an article you’ve written without consulting the editor will fit their requirements? Pretty slim.

Related: Influencer Interview Series: Jan Barbosa Marries Content Marketing and PR

#2: Using Influencer Marketing to Enhance Your Online Presence.

Don’t mistake the term “influencer marketing” for mini-celebs posing on Instagram with products. These days, influencers are positioning themselves as valuable marketing material for the B2B sphere as well.


84% of marketers plan on using influencer marketing in 2017.


A mention from a thought-leader in your industry can deliver a massive boost to your brand awareness among a very segmented audience. But as every other marketing strategy, influencer marketing needs to be planned and executed with care.

The first step is to realize who is the best influencer to carry your brand message. You can do the Google thing or the LinekdIn thing, or you can use online platforms and find influencers using HYPR, a dedicated tool exactly for that (which goes to show you how this form of marketing has taken off.)

Related: The Five Elements of Quality Content (According to an End-user)

The next step would be to figure out how the influencer will introduce your brand. Most influencers – at the least those with serious influence – would be reluctant to promote a product or service they don’t firmly believe in; their professional integrity is on the line and it’s much more valuable for them then what you’ll pay them.

Also, don’t expect an “I use product X all the time and must say I mighty happy with it” – those days are long gone. Finding the right way to introduce your brand will take time and careful consideration. It should appear natural, and honest. So be patient with this, and work together to find the ideal place and context to promote your brand. It would work for your benefit as well; when folks feel that they’re being sold to they immediately turn on their defenses.

Related: Stick to these Three S’s for Creating Viral Video Content

* * *

These two content distribution strategies go hand in hand and are immensely effective in enhancing a brand’s online presence. As content is shaping up to be to go-to marketing strategy for B2B brands, it is crucial for marketers to understand better not just how to create content, but also how to distribute it among relevant, targeted audience.

 

Author Bio:

Assaf Dudai is the head of content for eTraffic, a Web marketing agency specializing in SEO and content for B2B companies. Assaf is writing on all things relating to online marketing, from content to personalization to distribution and personal branding. You can connect with Assaf on LinkedIn

 

 

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Where to Find Qualified Solar Leads these Days?

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Where to Find Qualified Solar Leads these Days?

Solar power has been one of many alternative energy sources that have cultivated a certain level of attention ever since people have opened up to the idea of environmental security. Then again, there is still a need for research institutions as well as governments to publicize the benefits of using solar panels.


The US solar market grew 41% last year – www.techrepublic.com


Although there has been an increase in the use of solar panels in recent years, a lot of effort is needed in order to convince more people to go solar.

For companies that are developing and selling solar technology, nothing is more difficult than to promote their products to people who need them the most. In this respect, generating qualified solar leads is the main issue and marketers in this type of industry have to scour everywhere to find potential buyers.

If you were a customer with an interest towards solar panel installation, where would you be? Below are some of the best sources for solar leads you can always count on.

Social media.

Well, you can always bet that your prospects are in the web, mingling with other users who have the same sentiment for cleaner energy. In solar lead generation, it is only a matter of using the right messaging and content to draw in interested clients. You can always opt for informational material such as infographics and videos that have viral potential

You also have the option of providing external links to sites that offer more information about solar technology (*coughs* via your website *coughs*).

Some pointers on social media and content marketing you could check into:

Tradeshows.

Tradeshows? Who comes to these things anyway?” Well, just some decision-makers who want to engage vendors of efficient solar technology such as yours. Really though, tradeshows are basically a goldmine for the solar industry because it is where the juiciest leads go to for scouting potential products. As experience tells us, direct engagements offer more possibilities for future appointments. In short, they help you obtain as much high quality solar leads you can stuff the sales pipeline with.

Related: How to get Tangible ROI in Joining Events

Online forums.

If you were a solar lead, you would be spending much of your sweet time researching about the potentials of solar energy. Especially if you are an environmentally-minded decision-maker with a desire to cut electricity costs across the board, you might as well discuss about the topic with like-minded people.

Where, you ask? Well, there are tons of online forums where you can mingle with an audience of prospects. You only need to throw a good message that will get their attention.

Related: The Value of Niche Marketing to Solar Companies

 

Solar energy is a step forward towards a cleaner (and brighter) future. And if you opt to brighten up your lead generation and gain qualified solar leads for less, there is always a reliable third party marketing firm that can help you out.

Learn more how to get solar leads with Callbox.

Learn our process, talk with our marketing consultant.

Dial 888.810.7464

 

 

Lead Generation Services for Solar

Callbox Mines a Shimmering Success for Jewelry ERP [CASE STUDY]

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Callbox Mines a Shimmering Success for Jewelry [CASE STUDY]

A B2B marketing specialist that fuses digital and calling strategies to drive revenue for clients worldwide through high-end marketing services.

Campaign Type: Appointment Setting

 

 

 

Check out the Full List of our Client’s Success Stories

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Influencer Interview Series: Mom Was Right!

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Influencer Interview: Mom Was Right

From task management to deal negotiation to team coaching, being a mom has a lot of things in common with being an effective business leader. That’s why, for this upcoming Mother’s Day, we’ve interviewed a number of marketing influencers to find out how their mother’s wise words and guiding hand have shaped the kind of marketer they are today.

We asked each of them to point out (1) something that their mom has said that turned out to be right and (2) the best piece of motherly advice they’ve ever received. Here’s what we found out:

Jan Gordon

Jan Gordon, Currati

Mom was right:

Cherish your family and friends and let them know they matter – (I have always followed this advice).

What’s the best advice you got from your mother that made a difference in your life right now?

Stay active, be of service to others, look at the cup as half full, read a book, join a community, stay curious and keep learning new things. I’d say these two pieces of advice have truly shaped me as a person.

 

Jeremy Miller

Jeremy Miller, Inspired Blue Media

Mom was right:

Mom was right when she would always tell me to work hard, stay humble, smile often, never stop learning, be thankful always, and love. It’s those few things that I have taken with me in every venture and endeavor in my life.

What’s the best advice you got from your mother that made a difference in your life right now?

The best advice my mom gave me was spiritual. Don’t always rely on my strengths but lean on the strengths of whom I call my Lord. For those who may not be spiritual I would encourage you to find a good mentor or a good small association of people who want to see the best in you. I often believed that I could do what I wanted if I worked hard enough. But in reality I realized that what I most needed was good people to lean on, good people to help me through trials, and good people to help me learn.

Related:  Influencer Interview Series: Jan Barbosa Marries Content Marketing and PR

 

Jan Barbosa

Jan Barbosa

Mom was right:

Mom Was Right…. You should always strive for the best but never look down on what you have.

What’s the best advice you got from your mother that made a difference in your life right now?

The best advice my mom gave me that made a difference in my life was… “In your professional life, Its not enough what you know, but to show what you know”… Right ‘now’ in social media we would call this “SocialSelling” or selling your own brand… And we know, it certainly works.

Related: Influencer Interview Series: Jan Barbosa Marries Content Marketing and PR

 

Sam Hurley

Sam Hurley

Mom was right:

Mom was right when she said “You’ll get there…”

What’s the best advice you got from your mother that made a difference in your life right now?

She always reassured me that I would achieve everything I wanted to achieve in life…but in good time and when the time is right. This always helped if I ever doubted myself. So far, her words have came true.

Related:  Influencer Interview with The “Return on Relationship” Expert: Ted Rubin

 

Reginald Chan

Reginald Chan, Reginaldchan

Mom was right:

that I shouldn’t be working so hard (LOL)

What’s the best advice you got from your mother that made a difference in your life right now?

Don’t be a failure like her. Work hard to achieve whatever I want to achieve. (seriously)

 

John White

John White, Bebee

Mom was right:

Education is the key to success.

What’s the best advice you got from your mother that made a difference in your life right now?

My mom always said education is the one thing in life that nobody can ever take away from you, material possessions come and go. She encouraged me to go back to school and pursue an MBA. Doing so made all the difference in my career and life. I was able to transition into doing something I love and makes me happy.

 

Mike Allton

Mike Allton, The Social Media Hat

Mom was right:

Mom was right about many things, as I’m seeing first-hand with my own young children these days. But the one thing she always said which really resonates with me today is that I would make a good teacher. Growing up, my mom worked for the high school as a guidance counselor and taught graduate-level courses at a nearby college. Whenever she said that I’d make a good teacher, I’d instantly picture myself as one of my own teachers, or her, and that kind of career was completely uninteresting to me. It took 15 years of exploring different jobs and careers before I finally discovered in myself what she’d said was there all along – a real passion for helping people to learn and grow. I just had to find a way to do it along my terms, which happens to be writing and presenting.

What’s the best advice you got from your mother that made a difference in your life right now?

When it comes to advice, again, my mom shared plenty. What stands out most today is not so much something she said, but rather something that she did, and continues to do, which is to serve and network. My mom is one of the most active members of the community – from leading civic organizations to lending her vast experience to the schools – making her a true inspiration. Despite retiring years ago, she still maintains an extremely busy schedule and there’s no one in the community who doesn’t know and respect her. She has even been a commencement speaker! According to the Dean, “We are delighted to have Dr. Sommers as the commencement speaker. She is a champion of education and has been an avid supporter of BGSU Firelands and our entire community,” said Balzer. I couldn’t find a better role model for serving and networking, and continue to look to her as I figure out my own way forward. Thanks mom! :)

Related: Influencer Interview Series: Mike Allton Wears The Social Media Hat

 

Anna Hoffman

Ana Hoffman, Traffic Generation Cafe

Mom was right:

My mother taught me one thing my entire life, but that one thing turned out to be the most valuable lesson of all. She taught me to learn from her mistakes. My mother was an alcoholic by the time I was 4. I barely remember her not being drunk…

What’s the best advice you got from your mother that made a difference in your life right now?

On the upside, that’s exactly how I knew what I didn’t want to be like and helped me figure out how to live my life differently. As a result, I was the first one in my family to go to college. To travel the world. To have a great marriage of 20 years. To have a beautiful daughter of my own. Hopefully, my daughter will have a much better answer to these questions when she grows up. ;)

 

So there you have it, we’ve just taken a snapshot of how the people who shape the industry have in turn been shaped by one of the most important persons in their lives. You’re also very much welcome to chime in and share something about your mom in the comments. Advance Happy Mother’s Day!

 

 

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Precision Engineering Company Executes Precise Rebranding with Callbox [CASE STUDY]

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Precision Engineering Company Executes Precise Rebranding with Callbox

The client is the Singapore arm of an industrial equipment supplier based in Germany, specializing in motion and fluid control technologies used in advanced production lines worldwide. The company’s product portfolio includes actuators, air preparation, fittings, tubing, pressure switches, vacuum, and valves.

Campaign Type: Lead Generation

 

 

 

Check out the Full List of our Client’s Success Stories

Watch Callbox Videos and Revamp your Marketing Campaign!

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What to do After a Horrible Sales Call? [VIDEO]

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How fast can you bounce back when you can’t find the right words to say during a sales call?

A bad sales call can turn into a nightmare and ruin a potential sale. You must know how to take proper precautions to be able to recover. Let’s admit it. Everyone will experience having a bad day regardless how good you are in what you’re doing. Don’t let it ruin your day! Instead, learn from it and move on. Bad experiences along the way can be turned into a positive learning.

Video transcript:

Just got off the phone with a prospect, and it didn’t quite go well? It’s okay to feel bad. Afterall, nobody wants to screw up at work.

But how do you get yourself back and recover from a shitty sales calls?

Get some distance

Get up and step away from your desk.

  • Take a 10 minute break.
  • Get a coffee.
  • Go outside and take some fresh air.

Reflect on what went wrong

Turn bad sales call into an opportunity

  • What could I have said better?
  • Could I have handled the situation differently?
  • How could I have responded?

Everyone can commit mistakes once in awhile. What matters is what you did after to recover. Be positive and turn it into a learning opportunity. Don’t let it affect your future performance.

 

How about you? How do you get back in the game after a bad sales call? Let us know! Comment below.

 

 Originally appeared at Callbox Singapore.

 

 

Learn more tips and tools in generating leads, Check out our videos here!

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What to Do When Support Ticket Numbers Increase or Decrease on Holidays [GUEST POST]

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What to Do When Support Ticket Numbers Increase or Decrease During the Holidays

Businesses, that are looking for ways to build a powerful brand, are always giving their best to improve their customer support. This is one of the key areas that impacts branding, as it focuses upon meeting the customer’s demand. It affirms that your company stands behind its products and that will do anything that helps your customers overcome any issues related to merchandise.

This process requires a lot of dedication, especially once the company has grown and thousands of customers start flocking to your business.

A majority of businesses have their season and off-season periods in which they respectively receive a higher or lower number of tickets. Although, both these scenarios are completely different from each other, however, during both the seasons, businesses can resort to some steps to improve their customer support.

Let’s take a look at how to approach both these scenarios.

1.) When customer tickets go up

What to Do When Support Ticket Numbers Increase or Decrease During the Holidays

Continuously working on improving your customer support pages is a long-term task that requires a lot of work. No matter how busy your customer support is, they should take a couple of moments whenever they can, and take steps towards improving their customer support. When faced with a higher number of customer tickets, these are some of the most effective steps one can take.

  • Improve support pages

Improving the pages is a long process as it consists of several different steps. Your customer support team might not have the time to make direct adjustments to their FAQ pages, but, the team can dedicate few minutes to collect important information that will prove beneficial in the future.

For example, if a set of new common problems comes up, it should be taken note of. Additionally, if the company has launched a new product, there are certainly new types of problems that customers might have experienced, which should be inculcated in the customer support’s to-do list. Performing this task regularly will make it easier to implement future adjustments to customer support pages.

  • Reassign your workforce

Higher number of customer support tickets can put the support team under a lot of pressure, which becomes counter-productive over a longer period of time. Due to enhanced pressure, more errors will become prominent, which will lead to an increased number of unsatisfied customers. A good idea is to bring in reinforcements from other departments.

In such a situation, using an efficiency-driven knowledge base or a live chat solution can come in handy, to which employees from the other departments will easily become accustomed to. Additionally, you are passively going to educate your employees about different processes that occur in the company, and let them understand what customers are actually looking for.

For example, a coder in a company, which sells SaaS tool, will come in direct contact with some problems customers are experiencing, allowing the implementation of new ideas in the product and completely remove the issue.

Related: How Amazon Sets the Standard for Customer Service Calls

  • Always deliver what you have promised

Delivering what you have promised is the best way to maintain the satisfaction level of customers. Many businesses believe that they can reply to their customers within a 24-hour timeframe. However, with a high customer ticket count, meeting this promise becomes much harder. It is better to promise a 48-hour timeframe and deliver within that period instead of promising 24 hours and delivering after 31 hours. Take some time and make better estimations; you customers will not tolerate your inability to deliver what you have promised.

These are some of the things that you could do when the customer support tickets rise.  Let’s take a look at the list of activities your customer support team could do during the off-season period.

 

2.) When the customer tickets decline

Most businesses commit the mistake of slowing down their productivity during the off-season period. Those who want to achieve the best results should work just as hard during this period.
The following tasks should be performed when “the sea is calm”.

  • Improve support pages

All the collected data during the peak-season period should now be used to create new customer support pages, wikis, and to edit the already existing ones. Take a look at the lists your customers have compiled and start incorporating new solutions to the FAQ and wiki pages. It will make the next peak season easier to handle and satisfy the customers as well.

  • Take a look at analytics

The existing content should be regularly edited and updated for increased effectiveness. This task is made much easier by the collected analytic data. Use the metrics to determine which pages should be improved.

For example, if you notice that a particular FAQ page has high bounce rates and the question still keeps reaching your customer support team, then you should introduce images or videos to improve the effectiveness of an answer. This will help curtail the burden on your customer support team in the future.

  • Make the hiring process much easier

During busy days, adding new employees is a challenge as they have to acquire basic training to be able to join the company. Use your team to create a knowledge base rich with useful documentation to help the prospective employees. This will make the hiring process much smoother without causing any additional stress on the rest of the team.

The last words

Both the off-season and the peak-season periods should be utilized to improve your company customer support pages. Great organizational skills go a long way, so assign particular tasks to every team member. Focus on prioritizing to meet your customers’ expectations during the peak season, whereas the off-season period should be utilized for improving customer support pages in every way possible.

 

Author Bio:

Robin is a Technical Support Executive with a combined experience of 6 years. He is well acquainted with various Knowledge base tools and is currently associated with ProProfs. In his free time, Robin enjoys reading and traveling.

 

 

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