Saturday, November 19, 2016

Profil Anda, kunci sukses utama anda di LinkedIn

Apa yang harus kita mulai apabila ingin menggunakan LinkedIn ? Itu mungkin pertanyaan pertama setelah kita berhasil membuat akun di LinkedIn, dan jawabnya hanya satu: profil kita. 
Ya, profil kita harus sangat informatif. Profil dalam LinkedIn berbeda dengan sosial media lainnya, hanya dimungkinkan untuk memuat satu gambar foto saja. Tentu saja foto yang ditampilkan harus profesional, dan menunjukkan diri kita siapa. Alangkah baiknya tampak dengan jelas wajah kita, sehingga dengan mudah orang mengenali kita. Identitas sangat penting dalam profil LinkedIn. Oleh karena itu, gunakan kalimat utama (headline) profil kita dengan kalimat yang menggambarkan identitas,semangat dan apa yang bisa kerjakan untuk orang lain. Jangan lupa menambahkan gambar latar belakang (background) yang menarik dan sesuai dengan profil kita.
Berikutnya adalah latar belakang pendidikan. Mesin database LinkedIn akan dengan mudah mengenali sekolah dan universitas yang kita daftarkan. Kemudian, latar belakang sejarah pekerjaan kita. Kembali mesin LinkedIn akan mencatat dengan baik nama-nama perusahaan yang pernah dimasukkan sebelumnya, sehingga memudahkan pengguna mencari. Jangan ragu untuk menuliskannya dengan benar, karena LinkedIn berisikan jaringan profesional yang memang akan mencari latar belakang dengan nama perusahaan dan sekolah / universitas kita.
Selain itu, tersedia juga penghargaan (Honors & Awards) dan hasil test (Test Scores) yang bisa dimasukkan data pencapaian kita terkait dengan penghargaan, misal karyawan terbaik, serta hasil test-test yang pernah kita lakukan dan terutama yang memiliki pengakuan secara global.
Karena LinkedIn adalah kumpulan jaringan profesional, maka tiap orang bisa mendaftarkan kemampuannya (skill). Skill ini juga dapat dicari dengan cepat dalam mesin pencari LinkedIn. Tiap pengguna bisa memfokuskan hingga 50 skill yang dimilikinya.
Platform LinkedIn akan secara otomatis meminta ijin akses ke sistem email yang kita gunakan, dengan demikian LinkedIn akan mengirimkan undangan otomatis ke seluruh kontak yang ada di email kita. Maka kita dengan cepat bisa mengembangkan jaringan kita terutama ke rekan-rekan yang selama ini menjalin hubungan via email. 
Bagi kita yang aktif dalam berbagai kegiatan sosial, dapat juga memasukkan data kegiatan sosialnya dalam profil LinkedIn dalam Volenteer. Demikian juga dengan proyek atau pekerjaan yang merupakan pencapaian kita. Semua ini akan memperkaya profil kita. 
Kemudian jangan ragu untuk aktif di Groups, salah satu layanan LinkedIn untuk kita saling bertukar informasi dan ide dengan pengguna yang memiliki kesamaan dengan kita. Beragam Groups tersedia di LinkedIn dan kita bisa mengakses yang sesuai dengan kita. Selanjutnya aktiflah, berinteraksilah dengan banyak orang, baik dengan koneksi kita, ataupun dalam Group dimana kita bergabung. 
Profil kita juga bisa dilengkapi dengan lampiran berupa presentasi. Presentasi atau dokumen ini bisa kita tambahkan di akun SlideShare yang terintegrasi dengan LinkedIn. Semua dokumen dalam LinkedIn secara otomatis tersimpan di database yang sama dengan SlideShare. Oleh karena itu kita bisa membuat dokumen atau presentasi dan kemudian menguploadnya di SlideShare, kemudian ditambahkan ke profil LinkedIn kita. Semua ini akan semakin meningkatkan nilai profil kita. Lihat acuan kekuatan profil kita di sebelah kanan tampilan profil kita.
Itulah yang bisa kita mulai untuk memaksimalkan profil kita dalam sosial media LinkedIn, dimana jutaan profesional ada disana dan menggunakannya untuk memaksimalkan potensi diri mereka masing-masing. 

Thursday, November 17, 2016

Mengapa LINKEDIN sangat tepat untuk bisnis Anda ?

Mungkin semua pebisnis bertanya, mengapa LinkedIn menjadi topik yang sangat menarik belakangan ini, terutama untuk para pebisnis ?

Yang pertama adalah karena LinkedIn berisikan jaringan para profesional, artinya telah bekerja dan memiliki usaha serta skill khusus yang bisa sesuai dengan produk dan jasa yang ditawarkan para pebisnis.

Kedua, LinkedIn menyimpan informasi lengkap baik mengenai CV seseorang, profil perusahaan, hingga produk dan project yang dikerjakannya.

Ketiga, LinkedIn memiliki banyak fitur pendukung seperti Groups yang berisikan jaringan yang memiliki ketertarikan khusus. Company Page hingga Product Showcase yang ditampilkan. LinkedIn juga didukung oleh Pulse, berikan jutaan artikel terkait. Serta SlideShare yang berisikan slide tentang produk , informasi terkait.

Keempat, LinkedIn memiliki fitur khusus untuk para sales (Sales Navigator), untuk para pencari tenaga kerja dan HRD (Talent Solution), serta menjual (Marketing Solution), semua ini muncul di halaman LinkedIn dan saling melengkapi.



Silahkan kontak kami untuk membantu Anda mengoptimalkan LinkedIn untuk bisnis Anda: Fanky 08121057533


Saturday, November 12, 2016

Paket Kebijakan Ekonomi XIV - E-Commerce

Pemerintah memiliki visi untuk menempatkan Indonesia sebagai negara dengan kapasitas digital ekonomi terbesar di Asia Tenggara pada 2020. Indonesia adalah salah satu pengguna internet terbesar di dunia, mencapai 93,4 juta orang dan pengguna telepon pintar (smartphone) mencapai 71 juta orang.
Dengan potensi yang begitu besar, pemerintah menargetkan bisa tercipta 1.000 technopreneurs dengan valuasi bisnis sebesar USD 10 miliar dengan nilai e-commerce mencapai USD 130 miliar pada tahun 2020.

“Masalahnya, kita belum memiliki peta jalan pengembangan e-commerce nasional yang menjadi acuan pemangku kepentingan, di samping adanya berbagai peraturan/ketentuan terkait e-commerce yang tidak mendorong tumbuh kembangnya kegiatan ekonomi masyarakat,” kata Menteri Koordinator Bidang Perekonomian Darmin Nasution saat mengumumkan Paket Kebijakan Ekonomi XIV, Kamis (10/11), di Istana Kepresidenan, Jakarta.
Karena itulah pemerintah merasa perlu menerbitkan Peraturan Presiden tentang Peta Jalan E-Commerce untuk mendorong perluasan dan peningkatan kegiatan ekonomi masyarakat di seluruh Indonesia secara efisien dan terkoneksi secara global. Peta jalan e-commerce ini sekaligus dapat mendorong kreasi, inovasi, dan invensi kegiatan ekonomi baru di kalangan generasi muda.
“Caranya adalah memberikan kepastian dan kemudahan berusaha dalam memanfaatkan e-commerce dengan menyediakan arah dan panduan strategis untuk mempercepat pelaksanaan Sistem Perdagangan Nasional Berbasis Elektronik pada periode 2016-2019,” tambah Darmin.
Menurut Darmin, kebijakan ini akan mengutamakan dan melindungi kepentingan nasional, khususnya terhadap UMKM serta pelaku usaha pemula (start-up). Selain itu, juga mengupayakan peningkatan keahlian sumber daya manusia pelaku Sistem Perdagangan Nasional Berbasis Elektronik (e-commerce). Kebijakan ini akan menjadi acuan bagi Pemerintah Pusat dan Pemerintah Daerah serta pemangku kepentingan lainnya dalam menetapkan atau menyesuaikan kebijakan sektoral dan rencana tindak lanjut pelaksanaan e-commerce pada bidang tugas masing-masing.
 
Dalam Perpres tentang Peta Jalan E-Commerce yang segera terbit ini, terdapat 8 aspek regulasi, yaitu:
1. Pendanaan berupa: (1) KUR untuk tenant pengembang platform; (2) hibah untuk inkubator bisnis pendamping start-up; (3) dana USO untuk UMKM digital dan start-up e-commerce platform; (4) angel capital; (5) seed capital dari Bapak Angkat; (6) crowdfunding; dan (7) pembukaan DNI.
 
2. Perpajakan dalam bentuk: (1) pengurangan pajak bagi investor lokal yang investasi di start-up; (2) penyederhanaan izin/prosedur perpajakan bagi start-up e-commerce yang omzetnya di bawah Rp 4,8 Miliar/tahun; dan (3) persamaan perlakuan perpajakan sesama pengusaha e-commerce.
 
3. Perlindungan Konsumen melalui: (1) Peraturan Pemerintah tentang Transaksi Perdagangan melalui Sistem Elektronik; (2) harmonisasi regulasi; (3) sistem pembayaran perdagangan dan pembelanjaan barang/jasa pemerintah melalui e-commerce; dan (4) pengembangan national payment gateway secara bertahap.
 
4. Pendidikan dan SDM terdiri dari: (1) kampanye kesadaran e-commerce; (2) program inkubator nasional; (3) kurikulum e-commerce; dan (4) edukasi e-commerce kepada konsumen, pelaku, dan penegak hukum.
 
5. Logistik melalui: (1) pemanfaatan Sistem Logistik Nasional (Sislognas); (2) penguatan perusahaan kurir lokal/nasional; (3) pengembangan alih data logistik UMKM; dan (4) pengembangan logistik dari desa ke kota.
 
6. Infrastruktur komunikasi melalui pembangunan jaringan broadband.
 
7. Keamanan siber (cyber security): (1) penyusunan model sistem pengawasan nasional dalam transaksi e-commerce; (2) public  awareness tentang kejahatan dunia maya; dan (3) Penyusunan SOP terkait penyimpanan data konsumen, sertifikasi untuk keamanan data konsumen.
 
8. Pembentukan Manajemen Pelaksana dengan melakukan monitoring dan evaluasi implementasi peta jalan e-commerce.

sumber: https://www.ekon.go.id/ekliping/view/paket-kebijakan-ekonomi-xiv.2862.html

Saturday, November 5, 2016

8 Cara menjual dengan menggunakan SOSIAL MEDIA

Social Selling: 8 Ways to Sell More Using Social Media

Social Selling: 8 Ways to Sell More Using Social Media
Post summary:
  • What is social selling?
  • How social selling can grow your business
  • 8 Ways to get started with social selling
It’s no secret.
Sales people struggle with generating new leads.
Gone are the days when you would pick up the phone, make 3 cold calls to reach a new prospect and get a meeting or demo. If you try cold calling today, it takes, on average, at least 8 phone calls.
And when you reach them, do you know what happens?
They don’t want to talk to you!
It’s safe to say that as sales people, we have our work cut out.
Given these challenges, how can we stand out? How can we generate more leads?
We do this through social selling.

What is social selling?

Social selling is when sales people use social media to find and engage with prospects. Sales people use social media to provide value to prospects by answering questions, responding to comments and by sharing content throughout the buying process – from awareness to consideration, until a prospect is ready to buy.
Social selling is the new sales model or sales 2.0.
What is social selling?
While the old sales model used to be about cold calling, sales demos and qualifying leads, the new way of selling means using social media networks to reach new prospects, educate them on how your company can help them grow their business, and nurture them through content.
The growth of social media usage has been a huge factor in why social selling has been adopted and several studies point toward the B2B buyer using social media as an important part of their research process.
Accenture’s State of B2B Procurement Study finds that 94% of B2B buyers conduct some degree of research online before making a business purchase, with 55% conducting online research for at least half of their purchases.
And what channels do B2B buyers use for research?
Yes, you guessed it. Social media.
Research by IDC has found that;
  • 91% of B2B buyers are now active and involved in social media
  • 84% of senior executives use social media to support purchase decisions
  • 75% of B2B buyers are significantly influenced by social media
It’s not just a shift in the B2B buying process that has changed. The age B2B buyers, and more importantly decision makers, has changed too.
A 2014 study by Google and Millward Brown Digital found that 46% of decision makers are now aged between 18 and 34 years old (up from 27% in 2012), which coincidentally, is the largest social media user demographic.
B2B decision makers by age
We can expect this pace to continue and that decision-making millennials (buyers aged between 18 and 34) will count for the majority share in the near future.
So what are the benefits of social selling?

How social selling can grow your business

In November 2014, Jamie Shanks from Sales for Life shared his key findings in a social selling study of more than 45,000 sales reps and 200 companies. What he found was this: For every $1 invested in social selling, the ROI is $5.
That’s right!
Every dollar invested in social selling resulted in a five dollar return.
Furthermore, Aberdeen Group released a study in February 2013 on the impact of social selling.
The study found that when you look at all sales KPIs (key performance indicators) – quota attainment, renewal rate and forecast accuracy – all these metrics were better when sales reps used social media (as show below).
Sales reps that use social selling sell more
The research also found that sales reps who use social selling find on average 45% more opportunities. In addition, social selling helps best-in-class companies achieve a 16% gain in year-over-year revenue. That’s four times better than companies that don’t use social selling!
The key findings are clear: Sales reps sell more when they use social networks.
So how can your business adopt a social selling model?
Fear not! We’ve got you covered with 8 actionable social selling tips

8 Ways to get started with social selling

Social selling is ultimately about building relationships. But before you build them, you need to make sure you choose the right network and grow your audience. Then, you can build relationships, provide value and nurture leads.
Let’s dive right in!

1. Choose the most relevant social network

It’s easy to get caught up in the next big social network, but the true winners of social selling are sales people that are active on the same platform as their potential customers. This is the foundation to social selling success.
It’s why sales people in fashion excel on Pinterest and why B2B sales people generate leads from LinkedIn.
So where do you start?
You start by identifying the social networks that match your potential customer:
Social media network demographics
While Facebook has the lion share of all age groups, Forrester Research has found that decision makers primarily use Twitter and LinkedIn.
So if you’re selling products that appeal to teenagers, you should use Facebook and Instagram. And if you sell products or services aimed towards businesses and decision makers, then use LinkedIn or Twitter.

2. Follow the right Twitter users

To build your network, use a tool like Followerwonk.
Followerwonk allows you to search Twitter profiles by topic or keyword and that provides you with a list in order of top rated Twitter users. For example, you can begin your search with “CRM”, “Sales” and “Marketing”.
Using Followerwonk for sales
By using Followerwonk, you can follow multiple Twitter users quickly rather than visiting and requesting to follow on each individual profile, which can be time consuming. Or, you can export the list of users and then filter through to the more relevant profiles.

3. Create a wish list of companies and follow them

Do you ever dream about signing a mega-brand as a new client?
I know I do.
Well, it doesn’t have to be just a dream.
Small businesses to large corporations can be found on Twitter, Facebook and LinkedIn through company profiles or accounts. By following these companies, you can keep up to date on company news, such as when they win an award (you can send them a “Congrats!” message) or when they ask for product recommendations (you can send them an invite to a demo).
Create a wish list of 10-20 dream companies that are active on social media and start following them today. Like, retweet and engage with their status updates whenever possible. It might not be a dream for much longer!

4. Get instant notifications when prospects join LinkedIn

Using LinkedIn’s Saved Search feature you to create a search based on your ideal customer profile, and then LinkedIn will then notify you each time a new sign up matches that profile.
To do this, perform a search using the LinkedIn search field found at the top of LinkedIn when you login, enter the criteria that matches your idea customer profile, such as job title, or industry and then click the search button.
LinkedIn search
At this point, you will find that the results will return people who you are already connected to. To remove your first level connections, scroll down to the Relationship box (left hand side of the page) and 2nd Connections.
LinkedIn search results
Second level connections mean that you know someone in common, which makes it much easier to get introduced to a prospect.
Next, scroll up to the top of the page and on the right hand side click “Save Search”.
LinkedIn saved search
LinkedIn will then ask you to name your search (for my example, I would use “VP sales second level connections) and then set how often you wish to receive notifications (by weekly or monthly).

5. Join and participate in LinkedIn groups

LinkedIn has more than 400 million users.
As a platform, LinkedIn provides you with opportunities for networking, referrals, etc.
One of the biggest advantages on LinkedIn lies within groups – currently more than 1.8 million groups.
According to LinkedIn expert Wayne Breitbarth, only 16% of all LinkedIn users have joined 100 groups.
To find a group, search for a topic of your expertise. Remember, you’re not looking to mingle with sales people here, as their job is to sell their product. What you want to do is share knowledge and expertise to potential customers.
If your ideal customer is a small business owner, then search for groups relating to small businesses.
If you provide customer service tools, search and join groups that dedicated to customer service managers.
LinkedIn groups

6. Connect with potential customers on LinkedIn

When you begin to contribute to groups, you will find that more people will view your profile.
When someone views your profile, send them an invitation to connect.
When you send an invite request on LinkedIn, try to change the default message from “I’d like to connect with you LinkedIn” to something like “Hi, thanks for viewing my profile. Would you like to connect on LinkedIn?”
This is a great way to start a conversation with a potential customer that has shown an interest in what you do.
Another way to connect with potential customers is to reach out to people in the same group. Here’s a template I use for connection requests.
LinkedIn invite request

7. Contribute to existing conversations about your brand

This is where you come in – adding value.
To add value, start by listening and responding to what people are saying about your brand. You can do this using Twitter’s search function, which allows you to see who is talking about you.
Twitter search for sales
On the Twitter feed search results page, you will the see the different conversations happening around your search query. Scroll through the feed and start engaging with users simply by retweeting or “liking” their posts, or by responding to suggestions and questions they ask.
Twitter conversations
By contributing to these conversations, you add value to a prospects network and get your name on their radar.

8. Provide value by sharing relevant content

What’s the most popular type of content they seek out?
The answer is white papers, as 49% of B2B buyers consume white paperswhen evaluating a technology purchase.
Content consumed by B2B tech buyers
However, this doesn’t mean you cannot share any other type of content if you have yet to create a white paper.
Today, 60-70% of content in B2B organizations is not being used. If the conversations you engage in ask for information on best practices, share a blog post from your company blog. If a LinkedIn group is discussing product recommendations, you can share a webcast or product demo video.
There is no limit on what you can share providing the content adds value to the conversation. However, there’s no faster way to lose interest from a prospect than sharing irrelevant and self-promotional content.

Conclusion

There’s no doubt; social selling will help you sell more.
These 8 social selling tips will help you find and connect with prospects on LinkedIn and Twitter, the platforms where decision makers can be found, but the best results from social selling come when you make it your primary goal to provide value to prospects and build relationships.
Social selling is not a one-time activity and something that should be used alongside existing sales prospecting techniques. While it might be difficult to get started, especially if you’re new to social media, the benefits far outweigh the challenges.
One thing is clear: Prospects, customers and competitors all use social media for business. Embrace it and watch your sales grow or ignore it and get left behind. It’s that simple.
What do you think about social selling? Are you interested in giving social selling a try?
Let me know below.
P.S. If you got something valuable from this blog post, remember to tweet about Social Selling: 8 Ways to Sell More Using Social Media!

Wednesday, March 9, 2016

CRM untuk PERGURUAN TINGGI

Have you wondered about what CRM for Higher Education offers and whether you need it for your educational institute?
You might if you:
  1. Have enquires coming from various sources and want to ensure effective follow-ups.
  2. Want to find out how many leads are getting converted in a month and how your admissions counsellors are performing.
  3. Are using hard copies or word or excel to manage leads or enquiries.
  4. Would like to have a better student or faculty feedback tracking OR trouble ticket management solution.
  5. Finding it difficult to maintain effective relationship with your alumni and corporate donors.
  6. Are not sure what was your return on investment for your marketing campaigns.
  7. Would like to have instant reports on campus wise fees collection.
  8. Want to better market your MDP programs and manage corporate relations.

If you are facing these problems then let us see how CRM for Higher Education can help you:
  1. CRM for Higher Education can automate lead and student management. SMS, Email campaign and Social Media campaigns can be organised and regular interaction can be managed from a single platform. This could help significantly shorten the admission life cycle process.
  1. CRM for Higher Education provides student and faculty self service portals that are integrated with your website. Faculty can login to view student feedback, voice their concerns and give feedback for improvement. Students can raise issues related to his/her course work, hostel facility, campus facility etc. This CRM ensures that such feedback and complaints are recorded and assigned & escalated to the right campus authorities.
  1. CRM for Higher Education system can also contribute towards effective alumni engagement by keeping record of previously graduated students and facilitate regular interaction with them. This will help an institute getting new admissions, donations, enhance industry connect and organize alumni interaction events by sending email alerts, social media notifications, SMS etc. through CRM.
  1. A complain management system can be integrated with social media platform and also via emails, calls and SMS. Regular updates via email, SMS, social media related to fee payments, regular course work, placement related opportunity, placement support, industrial training can be achieved through CRM for Higher Education.
  1. Institutes can provide access to the accounts department for fee management. CRM for Higher Education is essential for an institute with multiple campuses since it facilitates campus management.
  1. CRM for Higher Education can be used to maintain relationship with various external stakeholders for placements, corporates interested in MDP programs, financial institutes offering student loans and many others.
  1. CRM for Higher Education can make detailed reporting of all the financial investment that has been done for campaigns and various other aspects and can generate extensive report on the same.

SimpleCRM for Higher Education:
Starting at $10/user/month OR INR 700/user/month, SimpleCRM provides a comprehensive, scalable, enterprise CRM for Higher Education Institutes. Among other things, it helps to:
  • Track online enquiries, site-visits and follow-ups
  • Email & SMS campaigns to drive lead generation
  • Manage & Track enquiry-to-applicant-to-admission process
  • Call-Centre integration with popular Telephony solutions to enable 360° view pop-up of caller
  • Events triggered Email & SMS alerts to applicants/students
  • Integration with Social Media such as Facebook, Twitter, Google Adwords to capture leads directly into CRM
  • Run HelpDesk to capture and resolve student & faculty complaints.

Click ‘Schedule Demo’ button at top of the page to arrange for a free, comprehensive consulting and demo session of how SimpleCRM can help you grow!

What is Omni Channel Help Desk CRM?

What is Omni Channel Help Desk CRM? 

Say a company offers a great product or service, has a great lead generation engine and a crack sales team, who wins tons of new business every month. It has everything going for it in terms of customer acquisition but does not have a Help Desk CRM or Support Centre CRM. So the question becomes, are its customers experiencing a great customer service for the products or services purchased, are their issues and enquiries getting promptly addressed, are they satisfied after their purchase or are feeling buyer’s remorse? In short, is the company able to retain most of its customers after acquiring them?
A good support center or help desk crm allows you to interact with the customers who call in with problems or send emails to support@companyname.com. A better customer support crm will also provide a customer self-service portal where customers can log in to report (and track statuses of) their issues.
In today’s digital world there are additional ways in which a company can interact with or engage its customers:
  1. Website chat sessions – Organizations are increasingly offering chat support on their websites. If a customer is discussing his or her issues on the chat, those issues need to be tracked with equal priority as those reported by traditional support channels and the customers should get uniform support experience across all channels.
  1. Social Media like Facebook, Twitter – In some ways it’s good to have angry customers who call and yell at you. They are letting you know where your product or service is lacking and giving you an opportunity to address the problems and retain those customers. What you need to watch out for are those unsatisfied customers who don’t contact you and either silently switch over to competing products/services and bad mouth about your product or services, often in social media. Luckily, the best support center solutions make it possible to automatically monitor your company Facebook page posts or Twitter handles of your customers (or specific Twitter hashtags) and get alerted in form of tickets or cases when certain pre-defined keywords are mentioned on Facebook posts or Tweets. And once a ticket or case is created in your CRM, the usual customer support processes kick-in. It is even possible to respond from within your CRM directly to Facebook or Twitter posts.
  1. Depending on your situation, there could be other sources of capturing customer problems and creating tickets to track them. Some organizations have outsourced L1 support operation and they may get tickets in form of a daily excel/csv file or through direct integration with their outsourced service providers systems.

Good so far?

So Omni Channel Help Desk CRM solution allows servicing customers over all possible channels, consolidates communication in one central place and provides a consistent customer support experience.
Right, we couldn’t have summarized it better!

Now once the tickets or cases are captured in the CRM from various sources, the next important aspect is handling tickets assignments. Here a good help desk crm provides rules based ticket routing that includes:
  1. Round Robin – Automatic ticket assignments one by one to the support team.
  2. Least Busy – Assigning ticket to the CSR having least number of open tickets in his/her bucket.
  3. Location Based – Assigning ticket to the CSR based on geographic proximity of customer and CSR
  4. Skills Based – Assigning tickets to CSR based on their skill-sets with the product or service the customer is complaining about.
  5. Priority Customers Based – Assigning tickets to most senior CSRs for ‘Category A’ customers.

Another important aspect is ticket escalation and enforcing SLAs. Good support center crm solutions offer ability to define escalation rules setting capability where you can define:
  1. When an escalation should be triggered – for example, escalate an urgent ticket within 4 hours, a high-priority ticket in 8 hours, a medium-priority ticket in 12 hours and so on.
  2. Who should be notified – CSR, CSRs reporting manager, other members of the support team, Support Centre Head, etc.
  3. What action should be taken – for example, re-assign the ticket to another CSR, do nothing, etc.

Ok understood. Now I suppose it is time for you to make your pitch?
Er..yes. As a comprehensive CRM solution, SimpleCRM provides a fantastic omni channel help desk crm or support centre crm capability that is pre-integrated with several popular call-center solutions. We offer both On-Premise and Cloud deployment models. Our cloud offering is hosted out of our secure Amazon Web Services (AWS) and IBM cloud servers.