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The Upside: Killer Sales Tips

2 posts from March 2013

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March 19, 2013

Are Random Websites Providing Better Support than You Are?

We've written many times how Sales 2.0 is actually driven by Customer 2.0 - users that expect to have conversations any time, any place, on any device. Complete access to information is now the rule, not the exception that Sales 1.0 lived on.

While doing some research on co-browsing I came across this article from late last year with some hard data showing that Social Media Users are living up to Customer 2.0 expectations.

Some highlights:

Nearly 1/3 of customers choose a social website over calling the vendor.

Why spend time waiting on the phone when you can see that YouTube video on demand?

More than half of customers expect a 2 hour or less response time.

This raises some simple questions: How can you empower your customer service team to respond faster? How can you make it easier for your customers to connect with your customer service representatives - so easy that they choose that interaction over talking with random strangers over social channels?

Of course you know this is the Glance blog, so fast and easy screen sharing is always the correct answer here, but the real news is we have some very interesting things coming out in the next couple of months on this front so keep your eyes on this space!

March 01, 2013

Can I offer a survey after my Glance demo?

FRKsmMany of our customers have taken advantage of the ability to customize the pages their guests see when they come to a Glance demo.  For example this financial firm or these email marketing folks.  After all it's your brand you'd like your business partners to see, not ours. 

But did you know you can also customize the message your guests are left with?  Or even direct them back to your website for more information?

 

Recently we were contacted by our customer Pharma Advisors who provide sales and marketing solutions to the pharmaceutical industry.  They had  a post-demo survey they wanted to offer.  

Pharmaa_survey_smThey'd built the survey using the Salesforce platform, so survey results went directly into Salesforce.com, further extending the integration between CRM and Glance.  

With a simple customization, after the demo ended we could redirect the visitor to the survey. We were also able to pass information like the salesperson who gave the demo.  

You could create a post-demo survey with any Salesforce integrated tool like ClickTools or Survey Force, or using a stand-alone survey provider like SurveyMonkey.

Give us a call if you'd like to set up your own post-demo survey, or if you have any other ideas about what you'd like to leave with your prospects or customers at the end of the conversation!