For our readers in the US, welcome back from the Thanksgiving holiday! Hopefully you had your fill in both Turkey and shopping. As you continue to read this roundup week by week you’ll see how companies are handling customer engagement across different types of channels. This week started out with one of the busiest online shopping times of the year and customer engagement plays a large roll on both sales and support of purchases. Read on as we cover some of the bigger news around mobile commerce, recap 2013 service technology trends, including how to measure successful customer engagement and some insights into multi-channel engagement.
2013 Is The Year For Mobile eCommerce
Media Post’sOnline Media Daily ran an interesting article prior to Black Friday and Cyber Monday highlighting the rise in mobile shopping and forecasting what to look for in the coming days. Leading up to Cyber Monday, online shopping traffic on mobile devices was up 42% and actual sales were up 54% year over year, according to the latest IBM Digital Analytics. Media Post also highlights iOS users spent 16% more per order when purchasing on an iOS device versus Android. Click Here to read the full article and see how the mobile commerce numbers compare to Black Friday and Cyber Monday sales. Continue reading “Customer Engagement Weekly Roundup” »
Earlier this quarter, Google announced the latest update to their mobile operating system (Android version 4.4). This update, better known as “KitKat”, offers minimal functional changes from 4.3 (Jelly Bean) but makes significant improvements in legacy device compatibility and performance. There is a lot of speculation whether KitKat was developed to challenge the perceived fragmentation problem that Android is facing.
Similar to the way Windows runs on all sorts of computers and servers from many different manufacturers, the Android OS is designed to be used across different OEM hardware. This flexibility and openness has led to a fragmentation issue, as there are over 10,000 unique Android devices running eight different versions of the operating system. In addition to those eight OS versions, OEMs and telecom carriers layer their customizations, or skins, on top of the standard Android software. This equates to hundreds, if not thousands of unique firmware versions circulating in the market, making updates very challenging. To pile on these challenges, many Android devices have been designed for low cost markets, meaning lower hardware specifications and the technical inability to run the latest OS versions. KitKat is the first Android release that addresses these challenges head-on. Designed to run on older (or low-cost) devices with only 512mb of RAM, Android can now be updated on devices that were previously thought to be end-of-life and can be launched on new budget devices in emerging markets. Continue reading “Is KitKat Google’s solution to Android Fragmentation?” »
LogMeIn recently released a new version of BoldChat (v7.6) aimed to help businesses more effectively engage the rapidly growing number of mobile customers and visitors. In recent years, we’ve seen more and more channels become available. While these have made it easier for customers to engage with your business, it’s made delivering good customer service a challenge. To help alleviate these issues, we’ve integrated LogMeIn Rescue, our powerful and secure remote support solution, into the chat experience.
95% of a sales professional’s interaction with prospects and customers occurs over the phone and internet. For this reason, join.me is an ideal tool when pitching these prospects or demoing a product. An article from earlier this year on Business2Community.com nicely outlines the reasons why join.me is a smart choice for inside sales professionals. Here’s our take.
1. Contains Costs
Overhead costs of web conferencing tools, CRM, phones, software, etc. add up very quickly. If you’re a SMB salesperson, keeping these costs down is vital to your business. The free and pro versions of join.me provide options for every sized business or personal user. The free meeting tool allows up to 10 meeting participants. The pro version, available for $13/month, allows up to 250 meeting participants and additional features, not available in the free version.
2. Instant Screen Sharing
The speed, simplicity and reliability, of join.me’s instant screen sharing capabilities are what users love most about our tool. It’s cliché, but first impressions count, and in sales and marketing, they count in dollars. If you’re pitching new business or trying to advance accounts with clients, being able to immediately connect, without the fear of hassles on either end, can go a long way toward winning over new accounts. If you have a prospect on the phone and you determine that it is appropriate to show them a demonstration screen, you need a tool that will enable your prospect to view your screen, regardless of the browser, firewall or security settings on either computer. Continue reading “3 Reasons Why join.me is a Smart Choice for Inside Sales Professionals” »
For this week’s MSP Marketing Madness, I thought I would share some of the great blogs I came across this past month and provide some great reads for that 4-hour trip to the in-laws this Thanksgiving! Here is a roundup of four November blogs that IT Service Providers might have missed:
I’m a huge fan of Vala Afshar, CMO of Extreme Networks, and his stance on marketing in the technology world. The blog recounts Afshar’s interview with CIO, Adriana Karaboutis, VP and Global CIO of Dell, where they discuss how collaborating and seeking innovation naturally chases out shadow IT and transforms the IT department into a center for enabling Dell’s business growth. Karaboutis is able to do this by embracing new, innovative technologies and implementing them across the company, while ensuring proper security and service delivery.
Why it’s on the list: Afshar talks about six ways in which service providers can better serve employees and customers by addressing the needs for user-centric IT, becoming an enabler of business for your customers, and embracing the disruptive technologies that benefit both the company and IT. As an IT service provider, you need to recognize the shift in innovation and focus on the user, to not only stay ahead of the competition, but in order to address today’s new business realities. Great read and valuable advice from one of the best marketing minds in the tech space. You can follow his Twitter handle @ValaAfshar for more great marketing advice. Continue reading “MSP Marketing Madness – Four November Blogs You Might Have Missed” »
The Rescue team is kicking off a new round-up of articles that we’ve come across during the week that help drive home the importance of customer engagement to your business. This week we’d like to highlight stories about a large company who is making investments around enhancing customer engagement, the importance of designing for mobile, and some key developments and news coming out of Dreamforce ’13.
Salesforce.com’s Big Dreamforce Reveal Is New Mobile Platform, Salesforce1
In advance of CEO Marc Benioff’s keynote speech on Tuesday at the company’s major annual Dreamforce conference, Salesforce.com CRM +0.58% announced a new platform on Monday called ‘Salesforce1.’ The platform, which the company is billing as a CRM platform for developers and software vendors focused on mobile apps, fits the theme we can expect from Benioff as Salesforce’s mantra for 2014: mobility (again), connected devices, and an open-API application-first approach to business software. Read more here.Continue reading “Customer Engagement Weekly Round-Up” »