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Article : Four Marketing Automation Solutions Every SMB Should Have in 2020

#contactcenterworld

Author: Chad Ruff serves as chief technology officer at Swiftpage. Chad is a graduate of Georgia Tech with a degree in electrical engineering and a minor in computer engineering. Chad also has an MBA with a minor in Marketing from Georgia State University.

Marketing automation isn’t a thing of the future—it’s very much a part of the here and now for small and midsize businesses (SMBs) across the world. However, there are a variety of marketing automation tools that many are unaware of and have the ability to help SMBs reach customers in a timely and effective way. In order for SMBs to compete with larger firms when it comes to customer reach, they need to approach their marketing plan with a strategic mindset.

Marketing automation not only provides important opportunities for interaction with the customer, but it can also save time. It’s no secret that time is a valuable resource, and that’s especially true when running a small business. Time saved on marketing means being able to capture new business and have more time to commit to other vital tasks. Here are just a few of the many benefits marketing automation provides:

  • Drives a 14.5 percent increase in sales productivity
  • Can help guide sales and marketing teams to work together for a common goal
  • 77 percent of users see an increase in conversions
  • Boosts ROI as many automation tools do the work of a large marketing staff
  • Compiles a complete view of customer behavior

If you’re interested in taking advantage of these tools , but don’t know where to start, here are four marketing automation solutions that every SMB should have in 2020.

One-stop social media shop

A social media management tool can be indispensable to small businesses trying to make the most out of their online presence. Having effective and timely social content is imperative in 2020 as 77 percent of consumers said they are more likely to buy from a brand they follow on social media and 67 percent said they are more likely to increase spend with a brand they follow on social media. Securing a tool that will help them manage this important customer connection is an essential way to streamline your social media management. This type of tool prevents you from having to post at an exact time across multiple platforms, and instead lets you schedule content in advance. That means businesses can plan their social media a week or month out, and not worry about interrupting their weekends, holidays and busy work days to post on socials. These programs can also provide SMBs the opportunity to create an organized posting strategy, analyze performance and respond to customers across multiple platforms from one easy-to-use interface.


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CRM with email marketing

Capturing important customer information in one localized place can help you deliver an excellent customer experience and boost sales revenue. The right customer relationship management (CRM) software that is designed for SMBs will help you track all customer interactions and purchases. Some even offer predictive analytics technology that can help determine potential next steps and drive transactions.

You’ll also want a CRM that integrates email marketing automation, which will enhance the customer experience and increase the success rate of your email and follow up campaigns. Email is a fantastic way to reach customers because they require the reader to opt-in and allows for several layers of personalization. On average, marketers see a return of $32 for every $1 spent on email marketing, so having a CRM that facilitates this type of communication is imperative.

Would you like to take a survey?

Customer feedback is a vital way in which companies can improve. And small businesses can often achieve significant growth simply by soliciting (and heeding) the feedback of their customers. The challenge is that in-depth market research can be costly.

Enter the online survey! This tool will allow SMBs to gain valuable insights from customers without having to invest in lengthy market research programs. An online survey is convenient for the consumer and allows the data to be tracked and analyzed for insights. Do your customers like your most recent product upgrade? Is the packaging holding up during shipping? Do they feel the product was accurately represented online? How was their experience with your customer service associate? All of these questions and more can be answered through a short online survey. Small businesses can even create different surveys for different customer interactions, allowing for customized feedback to propel growth.

Let’s chat

Chat is another marketing automation tool that can strengthen the customer journey. Through the power of artificial intelligence (AI), a chatbot gives a personalized experience and can field a variety of frequently asked customer questions directly from your website. Chatbots can also gather customer data for future marketing efforts as well as help businesses reach their sales goals. A chatbot gives customers an instant response to their requests and has the ability to send links to purchase or transfer the customer to a live associate if needed.

The year of automation

2020 is here and it’s time to embrace the new decade with the tools that will set your business up for sustained success in the new decade. Small businesses that invest in, and take advantage of, these four marketing automation solutions will be more likely to see the sales results and ROI they want this year. Marketing automation offers a variety of benefits, including time savings, the ability to drive more meaningful customer interactions that lead to transactions and the opportunity to gain customer feedback and track behavior. These four automated tools will be part of any SMBs path to success in 2020 and beyond.

Chad Ruff serves as chief technology officer at Swiftpage. Chad is a graduate of Georgia Tech with a degree in electrical engineering and a minor in computer engineering. Chad also has an MBA with a minor in Marketing from Georgia State University.

#contactcenterworld


About Swiftpage:
Company LogoSwiftpage is committed to empowering individuals, growing businesses and mobile sales teams to better manage their business interactions, more intelligently engage their customers, and convert more interactions into transactions. The company's growing network of partners, customers, end-users and employees collectively represent the Swiftpage Nation, united across the globe as one team, on one journey.
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Published: Friday, January 24, 2020

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2021 Buyers Guide Computer Telephony Integration

 
1.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.) 
Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

5.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.) 
Megacall

CRM integration
CRM
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.) 
NovelVox

NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
 

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