Boosting Your Customer Service Results With Live Chat [Infographic]


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5 Essential Factors to Consider When Choosing Your New CRM Solution

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A customer relationship management (CRM) solution integrates various data sources to help businesses track customer interaction and data to manage both prospects and existing customers. These interactions could include a visit to the company’s website, a telephone call, social media engagement or an email. The CRM software can also record detailed information on customer buyer behaviour including purchase history and preferences. It is designed to help maximise profits by using insights to take the right action on improving customer relationships. 

Deciding what CRM solution is right for your business can be an incredibly confusing and difficult task. To make things easier, we have compiled a list of 5 key factors to take into consideration to ensure you make the right decision.


1. Total cost of ownership

There is a wide variety of CRM solutions on the market with a range of the different pricing structures, so measuring total cost of ownership accurately can be difficult. There are a nu…
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How Can Customer Service be Monitored and Evaluated

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As products in a marketplace become increasingly similar, one of the few differentiators is customer service. To excel in this area, customer service must be maintained, monitored and constantly improved.

Businesses should always be looking for way to improve the customer experience and by listening to customers through the monitoring of their interactions, companies can make better decisions and refine their services and processes.

Monitoring you customer service can help you retain customers, allow agents to improve their skills and build strong client relationships that encourage repeat business.

Customer service monitoring should be considered as a strategic process and we've listed just a few of the many ways Fortifi Support helps you do this so you can make smarter decisions in your business:


1. SET AND MONITOR SLA'S

A Service Level Agreement (SLA) is an agreement between you and your customer that defines the level of service for the foreseeable future. You may have an …
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How to segment your email list for more opens, clicks and conversions

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Are you plagued with high unsubscribe rates and low click-through rates?

Your contacts are in completely different stages of your sales funnel so stop sending mass emails to all your subscribers and speak more directly and smarter to your customers by giving them information they want to interact with. 
Why should you implement segmentation techniques to your email campaigns:
According to research from DMA, "fewer than one in 10 marketers (9%) believe that all their emails are relevant to their customers". In the same report, DMA also found that what marketers believe their customers want compared to what they say they like to receive contrasts sharply, as shown below:

To segment your list effectively, you must: Have a good understanding of your audience Provide those audiences with exceptional content Provide a personalised experience.  The more information you can collect about your contacts, the more opportunities you will have to personalise your emails that deliver …
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