aheadCRM

Today, customers are communicating with businesses on a variety of channels. One  customer calls in, inquiring about the status of an online order. Another sends an email. A third  customer may ask for service in-store. If a mobile app is not meeting the customer’s expectation, the customer may prefer self-help and check an FAQ in the app. An alternative is to initiate a chat with an agent, also inside of the app. Or, if someone is really annoyed, that customer may even rant on a social channel such as  Facebook, Twitter, or Instagram.Company reality is that there is more than one CRM, and several business systems. All come with with their own backend. One company might be using all of the following, without even realizing how fragmented the experience is: An e-commerce system that comes with its own service subsystem. An order fulfillment system that is not connected to the CRM. Mobile app support that has its own backend. Social Media that is often...

On November 22 nd , the mobile and in-app customer support technology company Helpshift announced that Cisco investments joined into Helpshift’s Series B financing round, increasing the amount of raised capital to more than $38.2 Million. With this investment decision Cisco Investments joins Intel Capital, Microsoft Ventres, Nexus Venture Partners, Salesforce Ventures, True Ventures and Visionnaire Ventures. Here the announcement: Cisco Investments Joins Helpshift Series B Round Additional Capital Raised in Successful Funding Round Enables Helpshift to Become a Driving Force in the Evolution of Contact Centers SAN FRANCISCO -  NOV. 22 2016 — Helpshift , the company revolutionizing the customer support industry through enterprise-level, in-app customer experiences, today announced that  Cisco Investments  has recently joined their Series B funding round, which follows previous investors such as Intel Capital, Microsoft Ventures and Salesforce Ventures. As o...

Credit: FreeImages.com/Sigurd Decroos Today’s customers are impatient. They want – and have the right to – get answers to their questions and concerns about a company’s products and services without being in the need to preform lengthy searches or to dig around. This holds true for pre-purchase questions as well as to post-purchase questions. We regularly see or read statistics that tell us that customers are not very forgiving in cases of poor customer service, but on the contrary are inclined to leave when encountering a single instance of poor service. If customers do not get the answers to their questions without difficulties they are moving on, no matter of the company or its size. This meanwhile has become a kind of public domain knowledge. The only way for a company to avoid customers leaving with the first bad experience is by building up and maintaining a good and credible history of helping a customer with solutions to address their needs (aka jobs-to-be-done) and by...