By testing the AI assistant internally before rolling it out to customers, we addressed compliance and security concerns head-on, particularly regarding access to sensitive customer data. So, identify the tasks that are repetitive, time-consuming, and don’t require significant human judgment. For instance, frequently asked questions, password resets, order status inquiries, and basic troubleshooting are prime automated customer service examples.
This means that even great service can be overlooked if the customer’s needs aren’t sufficiently met. Navigating the complexities of healthcare data management requires not only diligence but also the right tools. The platform also supports multiple languages, making it easier for clients to interact in the language they’re most comfortable with. This feature is particularly valuable if you serve a diverse customer base. Generative AI can turn bullet points into full articles, refine content, and adjust tone.
By offering personalized support across multiple channels, you’ll create the most effective experience possible that, in turn, will drive customer loyalty. Implement social media, live chat and mobile apps to establish a presence that allows customers to choose how, when and where they want to interact. It offers multichannel communication through messaging apps, live chats, social media, and email. HelpDesk also integrates and customizes CRM solutions and other crucial management platforms, allowing organizations to establish a robust customer service hub. This customer service software allows organizations to provide customer support with features like chatbots, analytics, message previews, and structured chat overviews.
Look for a tool that aligns with your financial comfort zone without compromising functionality. But you have the option to enhance your Aircall by opting for additional services. For a separate monthly fee, you can choose to integrate the AI and the Analytics addons. This flexibility allows you to customize your plan based on your specific needs and preferences.
All of these tools are synced with the HubSpot CRM so that you can align marketing and sales operations alongside your customer service functions. Combining multiple tools can help businesses provide a more comprehensive customer service experience. Additionally, integrating with third-party apps can add to your customer service software capabilities.
Especially if your product is complex or requires specific, personalized instructions or steps. Integrating service tools with your CRM is a no-brainer for the sake of more comprehensive customer care. Not to mention a more complete understanding of your performance metrics.
The Forrester Wave for Customer Service Solutions 2024: Top Takeaways.
Posted: Thu, 07 Mar 2024 08:00:00 GMT [source]
Rather than taking the criticism personally, look it at as feedback that you can use to improve your customer service offer and your company as a whole. During holidays or product launches, you may experience a customer service surge where the volume of your support cases rises significantly. At these times, it can be tempting to focus on solving as many cases as possible instead of thoroughly working through each issue.
The entry price point for Zendesk’s primary product, Zendesk Support, starts at $49 for the Suite Team, billed annually. Zendesk also offers other products like Zendesk Chat, Zendesk Talk, and Zendesk Guide, each with its pricing structure. There’s also a bundled package known as the Zendesk Suite, which combines multiple products and starts at a higher price point. We know it’s difficult to sort through all the different software options, so we hope this list is helpful in your search. As long as you keep your customers first when adding new tools, you’ll always make the right choice.
HubSpot offers a free CRM solution and a live chat widget that you can add to your website. If you’re looking for a comprehensive suite of tools to help you grow your business, then HubSpot is a good option to consider. With faster, more efficient service across channels, customer experience and satisfaction typically improve. And since 90% of clients state they’d switch to another company if it offers better CX, this is an essential benefit for your business.
But remember—the best customer service system is the one that fits your specific business needs. These tools can help improve your customer-centric approach, streamline your operations, and elevate client satisfaction levels on all fronts. Discover how to awe shoppers with stellar customer service during peak season. The Suite is built on generative AI technology, using Freshworks Freddy AI. Freddy unlocks self-service for customers, and empowers reps to solve problems swiftly, and gives leaders the insights they need to maximize business growth. Going above and beyond results in long-term, loyal customers and positive word-of-mouth to grow your brand.
By embracing these techniques, you’ll create happier customers and support agents. Paying attention to customer feedback includes looking Chat GPT back over the data, as well as listening in real-time. Show your customers you hear them when they take the time to speak to you.
Implementing a customer service solution is essential for businesses seeking to enhance customer satisfaction, improve operational efficiency, and drive growth. By centralizing customer interactions, these platforms provide a holistic view of customer journeys, enabling businesses to identify pain points and areas for improvement. Furthermore, automation features streamline repetitive tasks, freeing up agents to focus on complex issues and building stronger customer relationships. Ultimately, a well-implemented customer service solution can significantly impact customer loyalty and advocacy, leading to increased revenue and business growth. A robust customer support solution consists of several essential features that work in tandem to deliver exceptional customer experiences. These features empower support teams to efficiently manage customer interactions, improve response times, and build stronger customer relationships.
Consumer surveys have found that 40% of consumers believe that having “multiple options for communicating” is the most important aspect of a company’s customer service. When you provide your customers with the experience they expect, you win their trust and loyalty in return. Zendesk’s omnichannel support solution empowers startups to be wherever their customers are.
Salesforce Service Cloud has one of the most intuitive and best-designed interfaces of all customer service platforms. The customizable workspace window allows agents to tailor the user interface according to their needs to establish effective workflows. Organizations can use Front to build a help center for customer self-service.
Team members should connect with customers personally, recognizing them as individuals rather than just data points. This human touch enhances the best customer service experience, making interactions more meaningful and authentic. Intercom’s custom bot creation is intuitive and flexible, allowing users to incorporate images, video clips, and advanced paths. The platform also has a solid knowledge base, custom reports, and extensive integrations. While it may not be budget-friendly, Intercom’s rich feature set makes it an excellent choice for companies that can afford its premium offerings.
Instead, they can get help right where they’re working, saving time and reducing friction in the customer experience. It also equips you with a comprehensive customer profile and key behavior insights, enabling personalized interactions that boost customer satisfaction. Gong is a unique customer service software that leverages AI-backed insights to train your agents to produce more delightful customer interactions. Customer support software can come in many forms, but the best solutions enable businesses to provide support across numerous channels and tools within a single workspace. Here are some primary resources businesses use to connect with and assist customers. Not every customer issue requires a ticket or time with a customer service agent.
Customers often dislike the long wait when it comes to getting a reply about their query or issue. It’s important to keep response times as short as possible and work to resolve issues quickly. Getting customers routed to the right agent who can solve their problem the first time is also critical.
You might lose some money in the short term, but you’ll gain a loyal customer. Active listening also means you are mindful of your customer’s unique personality and current emotional state so you can tailor your response to fit the situation. The best way to prove you’re on the customer’s side is to advocate for long-term solutions over short-term conveniences. This shows the customer that you’re not only interested in solving the problem in front of you, but you’re also concerned with their overall success.
Listening increases the chances that you’ll hear your customers’ real problems and can effectively solve them, resulting in happier customers. They get angry when they’re not being treated like an individual person, receiving boilerplate responses, or being batted like a tennis ball to different people. Having access to the most important information up front ensures that your team can provide customers with the best resolution in less time. For example, they once sent a best man free shoes the night before the wedding after his order was sent to the wrong location due to a mistake by the delivery company. Zappos solved a problem and exemplified excellent customer service — they won a customer for life and gave the man a story that he couldn’t wait to share.
Moreover, HelpCrunch has a detailed view of user profiles in a window, enabling your team to engage with customers on a personalized level. Many users prefer chatting with businesses via familiar social platforms like Facebook Messenger, Instagram, or Twitter. This allows them to resolve issues without interrupting their daily routine instead of being stuck on your website for hours. That’s why businesses should track their mentions and direct messages across all social media and respond to them as fast as possible. Salesforce provides a variety of pricing plans based on what part of the business you are using Salesforce for. Service Cloud pricing begins at $25 per month for support teams when billed annually.
However, many customers calling just a few available support agents can result in a frustrating, often time-consuming experience. Customer service will suffer if agents do not have adequate product knowledge. Equip your customer support agents with the knowledge needed to answer customer inquiries. This will increase their confidence when they resolve issues no matter how complex these may be. Having more confident agents leads to reduced resolution times and helps in increasing customer satisfaction levels.
Customer service software comes in different types, some more necessary for your company than others. Fortunately, many options are available, so you can find the one that suits your needs best. Five9 solution subscription costs depend on the set of tools you need and start at $149/mo for digital-only or voice-only. And that means really understanding your current customers and potential prospects….
Walk through a typical customer journey to see where the hiccups are and what needs to be improved. Working constantly to streamline and make life easier for buyers will help differentiate your business. This is the classic face-to-face interaction with customers, like when you walk into a store and ask for help finding that perfect pair of shoes. It’s ideal for those who love to shop and prefer human conversation and a social setting at the same time. Representatives need to have a working and vast knowledge of the product and must be able to meet expectations.
Catherine is a content writer and community builder for creative and ethical companies. She is often writing case studies, help documentation, and articles about customer support. Her writing has helped businesses to attract curious audiences and transform them into loyal advocates. Over 80% of customers have churned because they experienced bad customer service. That’s why you must thrive on solving problems for your customers and make it a central part of your support role — and there will always be problems to solve.
This solution has advanced AI features like call summaries and phrase detection, enabling the identification of trends in customer queries. Analytics provide a detailed breakdown, offering valuable insights to teams. This data-driven approach can help teams pinpoint areas of improvement, ensuring a more effective and seamless customer experience. LiveChat is the most robust customer service software for a live chat powered by basic help desk features.
They can also search through your company’s knowledge base and reach out to service agents using the same interface. This centralizes your team’s service operations and makes it easier for you to communicate updates to customers. Service Hub is a well-rounded customer service software that consolidates a variety of tools into one consolidated platform. It offers help desk software to support your agents and an advanced ticketing system that lets your team track long-term service inquiries.
It offers live chat, phone support, self-service functionalities, and ticketing tools. Zendesk’s straightforward interface and customization functions make it suitable for any business, regardless of industry or size. It offers a set of tools that help businesses grow their website traffic, convert leads into customers, and measure their marketing efforts.
These solutions are recognized for their robust and flexible features, including multichannel support, ticketing systems, and automation capabilities. They offer a variety of communication channels, such as email, live chat, social media, and phone, ensuring that customers can reach out through their preferred method. Small businesses often operate with limited resources and personnel, making efficient customer service crucial. A customer service platform can level the playing field by providing essential tools to manage customer inquiries, automate tasks, and track performance.
You can foun additiona information about ai customer service and artificial intelligence and NLP. Users can generate different dashboards to monitor and visualize specific ticket metrics. The HubSpot Service Hub has many AI features, including ChatGPT chatbots that offer 24/7 support, conversation summarization and recommended replies. The AI can also provide recommendations after calls or chats and utilize data to guide agents in the right direction. However, as mentioned earlier, HubSpot has several other products, including different AI capabilities and automation.
So making sure that agents provide immediate acknowledgment of queries is key to maintaining a good customer relationship. It allows them to enhance client interactions using customizable templates with consent follow-ups. Remote teams can also benefit from this tool, with real-time communication and collaboration regardless of location, to ensure seamless service delivery.
It integrates perfectly with all other HubSpot products and allows organizations to get relevant contextual data. Organizations get a shared inbox that gives agents queue information, ticket details, and customer history. It’s optimized for mobile use so that agents can respond to customers while on the move. Zendesk offers capable AI functions that can support any customer support process. If an organization has too many customers, it uses AI agents to resolve simple interactions and direct customers to human agents.
It should also come with apps and integrations to enable agents to customize their workspace. Some enterprises are even building dedicated customer success teams as a complement(or replacement) for their service teams. While traditional customer service is far from obsolete, it’s clear that executives, managers, and agents are rethinking how they define customer service. The idea of tapping into data from across the organization to facilitate personalized, contextually relevant customer service is not particularly new.
Startups can benefit from our Startup deal (6 months free from our Large plan and an additional six months with 50% off). Currently, many companies on the market such as HubSpot or Zendesk are more in line with enterprise-level businesses. On the other hand, cheaper alternatives that offer similar services to small and medium businesses are growing in popularity. Even in smaller operations, this software streamlines processes, automating repetitive tasks, freeing time for addressing complex issues, and focusing on business growth. Backed by Freddy AI—our powerful AI platform—Freshworks Customer Service Suite provides an intuitive interface that enables you to interact with the software using natural language. It is easy to set up, configure, and manage—allowing you to save time and resources.
Hiver is a customer support tool that seamlessly integrates with Gmail and Outlook, making it easy to handle support requests right from your inbox. It has a customer portal, where customers can submit their issues and track the progress all in one place. You should have no problem providing a customized experience for both your customers and agents if you have the right digital customer service solution. This should work well whether you’re into retail, project management, real estate, or any other industry.
There is a wide range of customer engagement and management software solutions available. Here are a few main types of customer support software that can benefit a business. Customer service solutions are products or services that businesses use to gain a deeper understanding of their customers’ needs and expectations. They work to streamline and improve customer communications, therefore increasing customer satisfaction. Organizations that use them are more likely to increase brand loyalty and profitability. Intercom generates ticks through various communication channels, including email, messenger apps, and live chat.
Additionally, Zia can auto-tag tickets and notify agents when unusual activity takes place in the ticket workflow. Bitrix24’s built-in video calling allows agents and customers to connect face-to-face when resolving issues. With screen sharing and recording, agents can demonstrate solutions, walk customers through steps, and capture sessions for reference or training. There’s also videoconferencing for broader team collaboration, enabling group discussions with up to 48 people at a time.
With Lessonly’s customer service training software, you can quickly build and deliver training lessons in minutes. This ability to scale training provides consistent and targeted training so that everyone gets and stays on the same page. It also gives your team members the chance to practice customer interactions like mock-tickets, chats, and phone calls in a safe space.
Doing this has helped the team improve their response time and ensure all private social media tickets get resolved. From global enterprises to small businesses, customer support software can help teams in various ways. Help Scout’s customer care software consolidates customer data, interactions, and customer history into a shared inbox, giving agents the appropriate context with each request.
Just like how live chat is growing as a support channel, social media is another channel that’s gaining popularity each day. Delight your customers and save your teams time automating routine tasks and end-to-end business processes. Improve asset uptime and availability and delight customers with proactive service. Monitor asset health and trigger alerts based on insights and predictions from asset signals via Data Cloud. Deliver personalized support from self-service to the contact center to the field at scale with trusted AI and data.
Customer service solutions for small businesses help scaling teams organize, prioritize, and consolidate support inquiries. When paired with good customer service training, customer service software enables quicker, more reliable, and more personalized responses to customer inquiries. This helps small businesses set themselves apart with superior customer service. Phone support software streamlines and enhances voice-based customer interactions.
Look for a tool that’s easy to use and understand, with a user-friendly interface and simple setup. This kind of software encompasses a range of functionalities to enhance client interactions and manage their requests. These include live chat and chatbots, automation, ticketing, email management, etc. Selecting the appropriate customer support software is crucial for optimizing your business operations and enhancing customer satisfaction. Buffer is a social media management platform that allows businesses to schedule and analyze social media posts across various platforms. While it’s primarily used for social media marketing, it can also be employed to manage support-related social media communications.
He is a Help Scout alum, where he worked to help improve the agent and customer experience. Customer service software tools may include built-in interfaces for some channels and may integrate with external providers for others. The feature set of software platforms built for customer service covers a wide range, but it can be generally categorized into six major focus areas. Discover the benefits of supporting customers on social and get the tools you need to set a social media support strategy in motion. What sets LiveAgent apart from all the other tools we’ve mentioned is its gamification approach to customer support.
Learn more about how our AI features can save you time and energy on every conversation. In any case, the core goal of a messaging tool is to reduce friction in some way or another for the customer. Unlike ServiceNow, Jira’s pricing is very straightforward, and they even offer a free plan that includes up to three agent seats.
A well-designed platform will boost agent productivity and enhance customer satisfaction. Customer service systems enable efficient tracking of response times and customer feedback, fostering continuous improvement. As your business expands, managing support requests across agents and departments becomes complex, necessitating ticket systems. Customer service software solutions are essential for businesses of all sizes. Without them, customer requests can be missed, leading to delayed responses and dissatisfied customers.
No matter what industry you’re in, there are key elements that are shared in every great service interaction. In this post, we’ll list a few of the most important ones you’ll need to demonstrate if you want to provide excellent customer service at your business. You can even set up automated welcome messages to greet users right when they need help. Customers can easily access help center articles through the company’s website, mobile app, and product interface, making self-service straightforward. You can adjust the appearance, set different service channels, and create brand-specific SLAs and notifications. The platform supports multiple languages allowing clients to communicate in their preferred language.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust. Boost front-line workforce productivity with an end-to-end field service solution. Safely connect any data to build AI-powered apps with low-code and deliver entirely new CRM experiences. Save time by automatically bringing the right experts together to swarm on complex issues in Slack. Improve first-time fix rates with real-time remote service and access to expert assistance.
When choosing a customer service solution, consider factors like your business needs, scalability, ease of use, and integration capabilities. Assess features such as case management, digital engagement, self-service portals, automation, and AI. Evaluate pricing models and success plans, trial different options, and prioritize customer service solutions that align with your specific requirements. Beyond basic request management, social monitoring software can also be a great social media customer service tool. It helps you watch out for mentions of your company, competitors, and industry on social channels, giving you a heads up to issues so that they can be handled proactively.
Customer service software is a set of tools designed to help businesses track, manage, organize, and respond to customer support requests at scale. Check Point Software Technologies Ltd. () is a leading AI-powered, cloud-delivered cyber security platform provider protecting over 100,000 organizations https://chat.openai.com/ worldwide. A customer support specialist is a professional responsible for assisting customers with inquiries, troubleshooting issues, and providing solutions to user problems. As we do with everything from internal tools to the products we offer customers, we used our technology in-house first.
It’s valuable knowledge to have access to every customer interaction, visit, chat and review. Not retrieving and retaining this information is like leaving money on the table because it’s data that can be used to improve customer service. Customers expect to be able to interact with companies through a customer service solution variety of channels, including phone, email, chat and social media. This requires investing in technology that can integrate customer data across channels and provide a consistent experience. The rise and popularity of generative AI shows that this sector should not be ignored, but leveraged properly.
Also, it offers a number of features that help businesses provide more intuitive customer experiences, such as the ability to create custom forms, auto-responders, and workflows. Customer service software is a digital platform designed to streamline and enhance how businesses interact with their customers. It serves as a centralized hub for managing and responding to customer inquiries, complaints, and requests across various channels like email, phone, live chat, and social media.
Help Scout offers several options to integrate with translation services such as Weglot and Transifex to translate content into your customers’ language. This includes 5 email channels, 1 feedback widget, 5 advanced web forms, and access to 1 social media account. The professional plan starts at $23 (USD) and includes 10 channels, 1 department feedback widget, 10 department web forms, and 1 social media account. Customer satisfaction surveys give you deeper insight into your customers’ wants and needs. These scores are important to know how well your team is doing and where they excel. Nicereply offers in-depth analytics so you get the most out of the feedback your customers provide.
Zendesk’s customer service management software is used by businesses of all sizes, from small companies to large enterprises. It’s a popular choice for companies and teams that are looking for a cloud-based solution that is easy to use and scale. Platforms enable managing customer issues from one place, whether they arise via phone, email, social media, live chat, etc. Given that 89% of customers find it annoying to repeat problems to multiple agents, having combined communication channels prevents that from happening. Customers crave personalized experiences, and customer service is no exception. Leveraging customer data and AI-powered tools, businesses can deliver tailored support that resonates with individual needs and preferences.
In addition to ticket routing, knowledge management, and self-service, Boss Solutions provides asset, incident, and change management capabilities. Zendesk for Startups provides a free 6-month credit—including access to tailored resources and a growing network and community of customer experience leaders. Customers have a problem, they reach out to an organization, and they’re routed to an agent or resource that can help them solve their issue. But the world’s fastest-growing companies are delivering customer service more proactively. The information you need to figure out what your customers want from your products and services is probably available to you, and possibly already pouring in. This data can feed engagement strategies with insights on when, where, and how to engage customers.
Taking on an unexpected full rebrand in thirty days was not necessarily part of the remit, but we’re always up for a challenge.
New iconography in place with a subtle and yet distinct nod to hydraulics and the ‘D’ for Domin. We also founded and formed a proper brand book to ensure that consistency remains in place for cross-media activity.
It’s always a challenge taking an established business, with all the heritage that comes with the old. However, backed by a supportive client, we took them from a ‘WordArt’ style to something that is as flexible as their clamps!
You can see the nod to the product range, but this is such a versatile logo, portrait, landscape, white out of colour. It allows imagery, buttons and offers to pop as it has clarity and style.
When it comes to mergers and acquisitions, clarity of message and presentation is paramount. We worked closely with the client, writing a script, choosing a voice-over artist, stitching together images, video and illustrations.
The two videos were short enough to share on social media, but professional enough to take pride of place on the website – raising the profile and credibility of Unloq and with more to come.
How best to display some of the finest tree houses and climbing frame builds in the UK? We used a combination of close-up and drone footage to showcase Gardenatics’ custom builds.
It makes the website stand out, differentiating from the competition and justifying the quality and value on display. It has helped them continue to win new clients across England and Wales looking for that premium option.
With a number of local teams, we needed to come up with an ad strategy that ensured that the value of the job, and the journey time would make profitable commercial and residential enquiries for Chargebase.
A lightweight, geographically tight, precisely worded set of campaigns was plugged into the business. And the lights went on!
Three different websites, covering all continents and over sixty countries. Two are e-commerce, one is lead-generation and all need to be tracked, measured and accounted for.
It’s hardly a simple task, but one we are up to. Having helped quadruple their online sales in the UK, we are now ramping up North America and the rest of the world.
It’s always exciting working on a new venture. Chargebase has developed a direct-to-market proposition for car chargers, as well as a turnkey approach to home electrical work.
From developing their branding, building two distinct websites with two different online lead generation strategies, we have worked with the management team to launch a one of the South East’s leading EV specialists.
We have moved HCL from an expensive exercise in bug-fixing of two frustrating shopping sites to a rapidly growing successful online enterprise.
There are two brand new shops, generating four times the revenues of the previous incarnations, as well as a lead generation website covering their offshore and seawater protection systems for wind turbines, electric cables and offshore constructions.
The practice had just recruited a manager and was looking to bring together all their enquiries and proposals into one place. We recommended, configured and launched a CRM for them that gave them visibility over all their leads.
As they developed their services, and added to their team, we let them adapt and shape the process to remain ahead of the pack.
With a growing sales team, and a range of clients and business partners with differing demands, we needed to not only store records, but also to drive the business forward.
We set up the various Opportunities, Tasks, Tracks and Tags to match the way in which the business went about the value chain and to segment their prospects and customers. We imported all the data from their previous CRM to track and store everything. We helped with adoption, and now no lead or opportunity goes to waste.
Storing business data is easy, it’s tough to make it accessible as and when it is needed. We worked closely with Unloq so not only do they track all projects, contacts, businesses and introductions, but also these are all within reach. Company records are enhanced using API and AI technology.
We have also joined up digital signing, mailing data, contact records, online dashboards and project tracking to make sure that all is synchronised and efficient.
An engineering firm wanted to build business but also be equipped to grow. With a new practice manager in place who was committed to digital transformation, we integrated CRM, task management and project tracking systems to create a system that works for them.
It now tracks quotes, commissions business, pushes through deadlines, keeps clients aware of progress and helps them deliver high quality structural engineering projects on time and on brief.
In my line of work, each visit is valuable due to the specialized nature of the field. Instead of prioritizing quantity, we put more emphasis on the quality of inquiries.
Through our analysis, we identified specific keywords that were highly effective in generating leads for Nautilus. To capitalize on this, we created two separate websites catering to different audiences and tailored them to different sets of keyword clusters.
With a number of local teams, we needed to come up with an ad strategy that ensured that the value of the job, and the journey time would make profitable commercial and residential enquiries for Chargebase.
A lightweight, geographically tight, precisely worded set of campaigns was plugged into the business. And the lights went on!
What is there not to love about kids and garden play? The photos are great, settings wonderful and the structures are pretty awesome. But, to be honest, you can’t have photos of children included and then all the structures are based around the same ‘ingredients’.
So, you need to become storytellers, as tree houses and adventure play is about the joy and fun to be had by small and large adventurers as their ideas spark into life. It’s the story we tell!
When you have a range of products that is not very ‘instagrammable’ then it’s easy to lose sight of why they matter and how to promote them effectively. Though these products are small and seemingly uninspiring, they are vitally important to the users.
They stop leaks and breakdowns, electrocution and pier collapse. They help machines function, and cars motor. In short, there is a lot to say, if you have imagination.
In my line of work, each visit is valuable due to the specialized nature of the field. Instead of prioritizing quantity, we put more emphasis on the quality of inquiries.
Through our analysis, we identified specific keywords that were highly effective in generating leads for Nautilus. To capitalize on this, we created two separate websites catering to different audiences and tailored them to different sets of keyword clusters.
A new website is always an opportunity, but also a challenge to retain existing rankings and then build from there. Working closely with the client, we set to work on the site from an early stage advising on content, site structure and producing a thorough keyword audit.
As the site was prepared for launch, we updated the metadata, titles and tags, reviewed the internal linking, and the website was successfully launched, immediately seeing traffic and rankings improvements.
Having worked with Nautilus Sailing for over ten years, through three websites where we developed and optimised a highly effective lead generation system, we have helped them grow from two locations to eight. From two instructors to a team of ten.
They focus on running the finest skipper school on the planet, we get them the customers who want the best experience.
It should be simple to find leads for EV charging in the South East of England, but sometimes what looks easy is, in fact, a real technical challenge.
Firstly, whilst there is a lot of searching for EV points, we only want to target those who want an installation. Secondly, we also need to avoid congested areas where there is only on-street parking. Finally, they had a preference for commercial, not residential installations.
Not so simple, but we plugged away and found a steady flow of electric leads.
With a growing reputation, but skippering being seen as a one-hit sale, it seemed that repeat business would be a challenge. However, Nautilus had two strategies we were able to support with very effective marketing campaigns.
Firstly, they now have an Alumni network called ‘The Tribe’ who regularly go on flotillas with each other, coordinated by Nautilus. Secondly, they have catamaran deliveries where different teams are assembled to take their boats point to point, often across oceans – another level of experience!
HCL had a burgeoning database of current and past clients but relied on their memory, loyalty and the occasional call to increase repeat business. This meant that they were overspending on new customers and not looking after the ones they had won.
We engaged with them and helped them segment their database, identifying which clients were interested in which products, how they preferred to order and to come up with a meaningful, frequent contact strategy. Business is booming.
Taking on an unexpected full rebrand in thirty days was not necessarily part of the remit, but we’re always up for a challenge.
New iconography in place with a subtle and yet distinct nod to hydraulics and the ‘D’ for Domin. We also founded and formed a proper brand book to ensure that consistency remains in place for cross-media activity.
It’s always a challenge taking an established business, with all the heritage that comes with the old. However, backed by a supportive client, we took them from a ‘WordArt’ style to something that is as flexible as their clamps!
You can see the nod to the product range, but this is such a versatile logo, portrait, landscape, white out of colour. It allows imagery, buttons and offers to pop as it has clarity and style.
If you’re challenging an established industry where cost, supply chain and value is a mystery, then what better way to differentiate than do the opposite.
We created transparent pricing, clear discounts, delivery expectations and global dispatch. Each product had about a thousand combinations, so clients could order exactly what they wanted.
Having worked with Nautilus Sailing for over ten years, through three websites where we developed and optimised a highly effective lead generation system, we have helped them grow from two locations to eight. From two instructors to a team of ten.
They focus on running the finest skipper school on the planet, we get them the customers who want the best experience.
Tree houses and climbing frames are really easy to share, every family loves some active play. However, for Gardenatics we needed to make sure that we selected the right strategies for the right platforms.
In particular, the Pinterest channel we created for them gave great scope and leverage for the brand, as photos of builds were pinned far and wide and, given the bespoke nature of the constructions – future customers knew the best brand to help them with their garden was, of course, our client.
Unloq’s aim is to stand out and be different in the M&A world, but at the same time, to give confidence in the services they offer. They have to both be confident and discreet, persuasive but measured.
Our social media strategy is to ensure that we use a combination of videos, stings, dynamic messages and text to continue to reinforce the values and services which make our client the best route to inorganic business growth.
If you’re challenging an established industry where cost, supply chain and value is a mystery, then what better way to differentiate than do the opposite.
We created transparent pricing, clear discounts, delivery expectations and global dispatch. Each product had about a thousand combinations, so clients could order exactly what they wanted.
Our client had already adopted some systems, and whilst using cloud-based technologies, it was still mainly mail, calendar, documents and spreadsheets.
We worked closely with them first putting in place a CRM, then a no-code platform to run their projects and have continued to make them more efficient, paperless and collaborative than ever before.
When we initially worked with Nautilus, they had grown successfully on an inbox and a spreadsheet. For a small business, that makes sense and keeps it simple, but it becomes harder the more conversations, quotes and bookings are managed.
It became clear that they needed to collaborate and track more.
With an envious Tripadvisor rating, their customers expect the perfect experience. Having scoped out their requirements, we helped them choose the right CRM and then helped scope it out to fit their needs perfectly. Now their office team of four can work together, using a range of communication channels to get the job done.
Two websites offering a wide range of services, where quality leads are of high value, but there are large volumes of time-wasters, it is vital to ensure that every lead is accounted for.
Our ‘secret source’ for them tracks from Ads, Organic, Google Analytics 4 and in their CRM to make sure that we know exactly the cost of every good opportunity. In that way, we can flex accordingly.
With five different types of lead, and several marketing channels, and a brand new website, we needed to work really carefully to knit together the best tracking solution to account for the cost of inbound.
Then, working with the client, we can also place a value on each type of lead, to ensure that we continue to drive value to both our client, their recruiters and future candidates.
Mergers and acquisitions marketing imagery rife with stock photos of business meetings, office blocks and cityscapes. But Unloq is different. The name is the focus: to unlock opportunities, unpick information and open up value for clients.
So the imagery is simple, clean and relates to the process of unlocking rather than the environment. We recommended striking black and white imagery that nails the brief, engages the viewer and turns attention to messaging and actions, whilst complementing the brand palette.
Structural engineering is a challenging sector to visually attract as well as get a message across. The process is dry, technical … and when being installed is just plain muddy.
However, the end result showcases the hard work that has gone before. Beautiful outcomes are the result of painstaking planning and meticulous production. We use imagery of the future to create that desire today.
The practice had just recruited a manager and was looking to bring together all their enquiries and proposals into one place. We recommended, configured and launched a CRM for them that gave them visibility over all their leads.
As they developed their services, and added to their team, we let them adapt and shape the process to remain ahead of the pack.
With a growing sales team, and a range of clients and business partners with differing demands, we needed to not only store records, but also to drive the business forward.
We set up the various Opportunities, Tasks, Tracks and Tags to match the way in which the business went about the value chain and to segment their prospects and customers. We imported all the data from their previous CRM to track and store everything. We helped with adoption, and now no lead or opportunity goes to waste.
High-value, low-volume email marketing requires a specialised approach. One that speaks the right language to partners, clients and prospects, whilst underpinning the values that make Unloq’s services unique.
With split lists, containing some shared and some unique content, we have created variety without the overhead of coming up with three completely new emails every time. Precise, targeted and confident – just like our client.
With a wide range of products, applications and service offerings, HCL could be seen as demanding. Yet, by integrating segmentation techniques on company size, sector and purchase history, we are able to choose the audiences to send emails to, and uncover what works.
Each email is scoped, the audience identified, professionally written, designed and then integrated with tracking from within the email as well as through analytics.
Driving traffic with no clear understanding of revenues or profitability
Intent led, tracked and accounted for profitable marketing spend
An unsteady flow of low-quality enquiries yielding little business
Motivated enquiries, in the buying cycle, who fit your ideal target market
Business critical tasks relying on staff time, subject to user error
Make processes more efficient, thorough, predictable and measurable
I spend most of my development budget fixing errors and bugs
Fast and reliable cash-generative e-commerce and lead generation websites
My organic traffic is not translating to the bottom line
Rankings with purpose, targeting your converting keywords
Dated branding which doesn’t match the quality of your business
Modern, digital, flexible brand, guidelines, messaging and identity
Low resolution homebrew quality with little impact
Short, sharp videos designed specifically for the right media channel
Marketing visuals that fail to engage your audiences
Smart, precise imagery demonstrating design with purpose
Lack of regular contact with previous customers and clients
A clearly segmented customer base with fine-tuned strategies for repeat business
I have analytics, but it doesn’t help with our decision-making
A connected analytics layer providing confidence in tactical and strategic marketing work
Vaguely written aggregated words with little meaning
Refined, considered and targeted persuasive copy with calls to action
Finding it a challenge to come up with quality ideas and engagement
Well-considered, precise, relatable and polished content
Occasional ad-hoc generic email communications
Focused varied marketing content, adapted to suit customer profiles
A store where most of your budget fixing bugs and maintaining
A store where the stock, turnover, margins and yield dwarfs the marketing spend
Leads and customers are mainly in spreadsheets and inboxes
Win and retain more business by selecting the right CRM and systems
Outdated systems with inaccessible or incomplete information
Joined up, cloud-based systems which optimise operations
