You Can Finally Engage Customers
Powerful customer management
Let's Talk →
Our customer relation management system is beyond sophisticated for eCommerce. You can use it to manage billing, orders, quotes, emails communications, phone communications, phone order tracking, attachments, notes, store credits, rewards, B2B discounts, contacts, subscriptions, and much more.
Every single interaction you have with a customer is a touchpoint: a customer arrives at your website, he watches a video, he provides his email, you respond, he reads your email, a ticket is open for him, and so on. All these touchpoints are recorded and displayed in detail for you to store and analyze along with historic touchpoints from prior interactions. You can dive into each touchpoint and discover exactly what happened. See what pages he went to, how long he stayed on each page, which videos he watched, how long he watched them for, which emails he opened, how long they were open and much more. Touchpoints give you never before insight allowing you to take that data and apply it to your marketing efforts.
LEAD SCORING & RECOVERY
All Touchpoints for a customer are analyzed and calculated to place that customer into Lead Types like hot, cold, warm and this is done automatically for you. With Client Discovery you can select all Lead Types within a date range and then act upon those leads. Do things like sending all warm leads from last month an autoresponder with just one click. Discover new clients, old clients, lost clients and more.
An inquiry is someone who is browsing your website but is not yet interested in purchasing. You can manage these Inquiries and their interactions with your website to get them to become a prospect.
When an Inquiry is on the fence to buy they become a prospect. A prospect will engage with your videos, demos, reviews, webinars, case studies and typically show high engagement. The ability to manage Prospects and push them on to become a Lead is critical.
A Prospect becomes a Lead when they make physical contact to buy or they have multiple engagements. Live chat contact, email, and phone are examples of physical contact. Again you must have a way of managing Leads efficiently to get that final sale.
You can finally have unlimited amounts of contacts under the same company. Easily identify each contact and the relationships he has with all the companies his mapped to. Leave notes, customize contact profiles, and provide contacts with unique logins and passwords to the website.
CONTACTS & CUSTOMERS
A Customer can be a company with multiple contacts so you can keep everything properly organized and easily respond to all contacts of a company at once.
Create custom security roles for each employee to restrict what they can access. You can also customize the hours when employees can login, what emails they can access, what screens they can see, what permissions they have, and monitor their activity via screen shots.
Sales tools increase sales efficiency and close rates, while reducing sales cycles. Improved information flow gives sales teams awareness of all activities influencing their customers. Lead assignment and workflow help manage and improve the efficiency of sales processes.
ANALYTICS & FORECASTING
Service management tools reduce response times and support costs, improve customer satisfaction, and accurately bill transactions. Assign and escalate support cases according to workflow policies. Bill cases according to client support contracts.
Marketing tools manage leads, improve conversions, measure campaign performance, communicate with contacts, and improve productivity. Reports link campaigns to profitability.
SERVICE & SUPPORT AUTOMATION
A complete set of reporting tools improve forecasting and information flow, and reduce deviation from targets. Customize reports and dashboards to provide real-time performance indicators.
Allow customers to search for answers to their questions 24/7. This also helps m knowledge transfer, allowing more customer self-service and generating fewer support calls.
Provides a secure location to share documents with customers, such as marketing material, educational material, company policies and FAQs, without needing to build a separate web page.
Customer Management is integrated with billing and financial data so you link campaign response rates and sale performance to overall profitability.
LEAD & LIST MANAGEMENT
Aggregate leads from your website, purchased lists, trade shows, events, with those manually entered by salespeople. Assign leads to sales or partners according to customized criteria and data. Capture city, state and ZIP code of leads to facilitate geographic analysis.
ACCOUNT & CONTACT MANAGEMENT
Gain a 360-degree view of accounts with leads that can be converted into business accounts and linked to contacts, activities, tasks, opportunities, cases, and documents.
Opportunities can be converted to sales orders for quick fulfillment and are linked to items in your product catalog so when deals close, finance can quickly issue an invoice. Opportunities are centrally managed so everybody can collaborate to close deals.
Cases can be viewed by all stakeholders along with the tasks, events, and activities that are linked to them. Case severities, escalation paths, priorities, and reminders help improve customer service. A support person can now self-assign a case instantaneously with the Take Case button, speeding up time to resolve issues and answer questions.
Link service and support automation to customer contracts so service agents can determine the proper level of service. Service rates can be contracted per incident, per hour, or prepaid.
Rapidly create customized landing pages which capture leads originating from your website, a Google advertisement, a direct mail piece, or other source.
Automatically attach incoming and outgoing emails to various CRM features. Link outgoing emails with logged CRM activities and use the activity content that is automatically.
INTEGRATED DOCUMENT MANAGEMENT
Manage a central repository of customer collateral, email templates, price lists, contract templates, pictures, videos, and other documents so your entire company uses the same set of current materials.