Launching our new support portal

Launching our new support portal

Finding support can be difficult… so that is why we have launched our support portal.

The idea is that people will be able to help themselves before checking in with us. For many people, this ‘instant result’ saves them a load of time.

However, there will still be many times when you do need our personal support, so, for our customers, it is possible to raise new cases.

But… won’t that mean learning ANOTHER username and password? Fortunately, that answer is ‘no’.
As long as you have your own Salesforce instance and we have you as a contact in our system then you don’t need a password at all.
(For those of our customers who do not have Salesforce, we can still set you up, but you will need a username/password.)

The portal is at support.cloud-genius.com

Here is a video on how to access the Knowledge articles:

Access Knowledge Articles

Here is one on how to log in (without a password), raise and monitor a case.

Raising Cases

This is a new venture… so while we have been having our techies check everything out… I am sure you will find some things that could be improved. I would love to hear from you!

Email privacy changes and how they affect you

Email privacy changes and how they affect you

It’s not going to work the same.

One of the go-to methods for contacting many clients is mass-email.

Here we use Campaign Monitor, but there are many others including the venerable MailChimp.

All of these systems allow you to track whether someone has opened their email, where they were when you opened the email and many other features. (Whether you do track these things should be reflected in your privacy policy and whether a client allows you to track these things.)

These things are all going to break with the way Apple is changing the way it connects to email services.

This is to give your clients (and you) more privacy. So, it is a good thing.

It will impact your mass emails.

Here is a great video from Campaign Monitor, detailing the changes.

https://www.campaignmonitor.com/resources/webinars/navigating-an-evolving-privacy-environment/view/

John supporting Winston’s Wish by getting his feet singed

John supporting Winston’s Wish by getting his feet singed

I have many clients who are charities.

I love working with charities as the world is a better place at the end of the day than it was at the beginning.

To that end, I am doing a bit of fund-raising for a charity.

I have chosen one which is not a client, as I didn’t want to pick a favourite among my lovely, lovely clients.

Here is the link to give through Just Giving.

https://bit.ly/JDfirewalk

A little about Winston’s Wish

I know what it is to lose someone as an adult. I cannot imagine what it is like to lose a parent while still a child.

To have the remaining parent coping on their own.

Perhaps the wage earner has gone.

The adults are valiantly trying to keep everything together.

The person I loved is gone.

I am lost.

I am bewildered.

Winston’s Wish are there to support children at this devastating time.

My firewalk is just to raise awareness… all the money will go to the to help the children they support.
If you can give any money, not only will you be holding my feet to the fire, you will also be supporting a blessed cause.

Making your Transactional Emails less…errm… Transactional

Making your Transactional Emails less…errm… Transactional

Do you ever look at a friend, who you think has been the same for for many years, and suddenly think… they look older/fatter/thinner/different? For so long they look the same. You see them every day. They always look the same. Then you notice that there has been a huge shift. It has happened over many years, but you notice it as a single jump?

Well, I noticed that with my emails. For many years we have been sending out our Customer Satisfaction (CSAT) questionnaires through Salesforce Classic templates. They do the job, but they are ‘transactional’. Meaning that they are just barely good-looking enough to be sent to clients. It is possible to create anything with them, as they are HTML, but at some effort and expense.

On the other hand, we send out our ‘marketing’ emails through Campaign Monitor. This has a lovely editor that makes producing beautiful emails a joy. However, they are marketing emails, so if people have not given us permission they do not receive them. For many years, Campaign Monitor has had ‘Transactional Emails’, but the coding to get them to work seemed to be a lot of effort.

Then, like noticing the change in a friend, I noticed that the integration we use has a feature called ‘Smart Emails’. This gives the ability to use Campaign Monitor for our transactional emails EASILY.

In a few minutes, I created a Campaign Monitor template and replaced our outdated CSAT email. A thing of beauty! Even better, it registered a task against the client every time one of the questionnaires was sent out. Instead of a horrible link to click, the client is presented with a beautiful button.

Our CSAT response rate has improved since switching to the new transactional emails

As everyone knows, with emails response rate is one of the most important metrics.

Techy bit: even mapping fields from Salesforce to the emails is a cinch!

Our transactional emails now look as beautiful as our marketing emails!

If you would like to find out more (and use Salesforce and Campaign monitor, or would like to), let me know on this form

Salesbolt – making your LinkedIn journey easy (with Salesforce)

Salesbolt – making your LinkedIn journey easy (with Salesforce)

Trying to expand your business?

Jump to *** for TL;DR version. This first bit it boring but sets the scene.

When trying to build your business, one of the most important tools for Business to Business contacts is LinkedIn. With LinkedIn you can:

  • See who you are in contact with
  • See job postings
  • See who your contacts are in contact with (see the ‘social graph’)

Getting this information into Salesforce is BORING.


*** Typing information into Salesforce is boring. Browsing LinkedIn is fun.

Easy ways to get information into Salesforce either involve finding it on LinkedIn and retyping it. OR paying for a hideously expensive tool.

Salesbolt is inexpensive and does the complete job.

I showed this tool to my management consultant and her jaw nearly hit the floor – so simple.

I even produced a video to show you how it works.

If you think this could help you, sign up to Salesbolt. The link will get me a commission: Salesbolt Signup