Customer Service Metrics – 2023 Guide and Free Template

Customer Service Metrics – 2023 Guide and Free Template https://www.affiliatemarketingbuzz.com/customer-service-metrics-2023-guide-and-free-template/?utm_source=rss&utm_medium=rss&utm_campaign=customer-service-metrics-2023-guide-and-free-template In a world of on-demand and multi-platform support, customer service metrics allow companies to track the progress they are making. In addition, tracking your customer service metrics can be a great way to gauge the health of your company. Positive word-of-mouth can increase your brand’s reach and encourage repeat purchases from happy customers. Read on to learn how to track customer satisfaction and success efficiently, so that your team can stay on top of everything customer service. Bonus: Download a free and easy-to-use template for calculating your monthly efforts in customer service. What are the metrics of customer service? Customer... In a world of on-demand and multi-platform support, customer service metrics allow companies to track the progress they are making. In addition, tracking your customer service metrics can be a great way to gauge the health of your company. Positive word-of-mouth can increase your brand’s reach and encourage repeat purchases from happy customers. Read on to learn how to track customer satisfaction and success efficiently, so that your team can stay on top of everything customer service. Bonus: Download a free and easy-to-use template for calculating your monthly efforts in customer service. What are the metrics of customer service? Customer service metrics are key performance indicators that measure the effectiveness, efficiency, and quality of customer support. By tracking common metrics, a company can allocate resources to the right areas, identify which channels are used by customers, and pinpoint recurring problems or bottlenecks. Client satisfaction is also measured using customer service metrics. Customer feedback, such as surveys or polls of customers, is also used to measure client satisfaction. In 2023, there will be 18 metrics that you should track to measure customer service. Here is a list of the most important customer service metrics. 1. Net Promoter Score (NPS) The Net Promoter Score is a measure of how likely customers are to recommend you to others. It is one of the most critical metrics for measuring customer engagement. Only customers who have a good relationship with your brand will recommend you. Send a brief survey to your customers after an interaction with customer service or a purchase. You can ask them a simple question, “How likely are you to endorse the brand?” NPS is typically measured on a 1-10 scale, although some companies use a 5-point scale. Source: Shaw Mobile survey Subtract your detractors (those that would not recommend your product) from your promoters. Remove those who are in the “maybe” category. These people are “passives” that don’t affect your score. NPS = Percentage promoters/percentage detractors 2. Customer satisfaction score (CSAT). Like NPS, CSAT involves asking your customers a simple survey question. In this case, however, you simply ask your customers to rate their experience. Instead of asking if they would recommend you, ask them if they are satisfied with you. This is one the most important customer service success metrics. This response encapsulates all aspects of the customer service experience. Sending an NPS survey can be done after a purchase OR a customer service interaction. CSAT surveys are typically sent after customer service interactions. Use a numerical scale or be creative like Booking.com in this CSAT questionnaire: Source: Booking.com email survey Divide the number of responses by the positive scores in your survey to calculate CSAT. To get the percentage, multiply by 100. CSAT = (Number positive scores/Number replies) x100 Hootsuite Inbox will automatically send CSAT surveys to customers after every customer service interaction. The results are then automatically pulled into Hootsuite Analytics, allowing for easy reporting and analysis. Reduce response time (and your workload) Manage all your messages stress-free with easy routing, saved replies, and friendly chatbots. Try Hootsuite’s Inbox today. Book a Demo 3. Customer effort score (CES) This is another metric determined by a simple survey. At first, the survey question looks very similar to that for CSAT. But in this case, rather than asking how satisfied the customer is with the service, you instead ask h... via IFTTT

Hootsuite CEO Reveals Her Social Media Time Every Day

Hootsuite CEO Reveals Her Social Media Time Every Day https://www.affiliatemarketingbuzz.com/hootsuite-ceo-reveals-her-social-media-time-every-day/?utm_source=rss&utm_medium=rss&utm_campaign=hootsuite-ceo-reveals-her-social-media-time-every-day Irina Noselsky, CEO of Hootsuite, was invited to Collision 2023 where she conducted a QA session with Evan Hansen. Hansen is the Co-founder, Editor-in Chief and Co-Founder of Meteor. Evan Hansen asked Irina the first question: How are you finding your new job? She shared in a matter of milliseconds that she had no problem becoming a social chief executive. This relieved her of the pressure to justify the 30 minutes she spends on social media every morning when she wakes up. Irina and Irina continued their discussion on the evolution of social media, the impact of technological disruption, and... Irina Noselsky, CEO of Hootsuite, was invited to Collision 2023 where she conducted a QA session with Evan Hansen. Hansen is the Co-founder, Editor-in Chief and Co-Founder of Meteor. Evan Hansen asked Irina the first question: How are you finding your new job? She shared in a matter of milliseconds that she had no problem becoming a social chief executive. This relieved her of the pressure to justify the 30 minutes she spends on social media every morning when she wakes up. Irina and Irina continued their discussion on the evolution of social media, the impact of technological disruption, and how brands can continue to be where their customers are: On social, where five billion people spend several hours each day. We know that you are busy right now (scrolling through Threads), so we’ve compiled a list of some of the most important takeaways Irina made during her talk. Discoverability is the key to attracting your audience It’s more difficult than ever to strike the right balance between using social media channels to engage with your customers and keeping up with social trends without losing the unique voice of your brand. Due to the volume of social media, users are now able to quickly assess content and determine what is interesting. Authentic discoverability is a key factor as brands begin to recognize the importance of social on a wider scale. We’ve seen that Gen Z has influenced the shift in social media, and social users want content that is relatable, and speaks to them not as consumers, but as people. Irina summarized, “People want to buy directly from people.” The greatest strength of your brand is its employee base Hootsuite has seen time and time again that when customers unleash their greatest strength – their employees – it amplifies the expertise of their field by human-to-human interactions on social. Colliers, an investment management and professional services company, is a shining example of the impact an employee advocacy program has on an organization. Hootsuite Amplify enabled them to provide quality content that was brand safe for their 18,000 employees. They could then share it on their channels. It was easier for employees to create their own personal brands and increase awareness of Colliers by using the tools that were most important to them. What are the results? Colliers employees in 2022 shared 4,700 posts. This resulted in an impressive reach of 9,5 million people, a 43% improvement over the previous year. Remember the days when companies feared that their employees would talk negatively about them online? We’ve come a very long way since then. Although this is a relatively new area, brands still have a lot to learn. Those who trust their employees will reap the benefits. By providing employees with brand-safe social media content, you can empower them rather than put them at risk. You can’t ignore customer service on Facebook. Poor customer service is the most common way to lose customers. You’ll remember a time when you had a bad experience with a customer service team, whether it was in person or on the phone. The thought that comes to mind is: “You don’t deserve my money.” In fact, according to a J.D. Power found that 67% consumers had used social media to contact a company for customer service. They also expect a quick response, with 42% anticipating a reply within 60 minutes and another 32% within 30 minutes. Irina explains that “not being on social media 24/7 is no longer an alternative.” You can see it in action every day. Think of the time when TikTok, Instagram and Alix Earle’s friends were stranded after a booking fraud in Italy and Air... via IFTTT

How to monitor your brand’s reputation using Agorapulse

How to monitor your brand’s reputation using Agorapulse https://www.affiliatemarketingbuzz.com/how-to-monitor-your-brands-reputation-using-agorapulse/?utm_source=rss&utm_medium=rss&utm_campaign=how-to-monitor-your-brands-reputation-using-agorapulse Why monitor brand reputation? Monitoring brand reputation is crucial because it provides valuable insight into customer sentiment and can guide marketing strategies and product developments. Analyzing this feedback allows businesses to identify areas of improvement and provide a better experience for customers. By monitoring your brand’s reputation, you will be able to stay on top of customer expectations and adjust to changing market needs. How to monitor brand reputation in Agorapulse Agorapulse is the best social listening tool to use to monitor your brand’s reputation. You can then gather and analyze information from various social media platforms as well as... Why monitor brand reputation? Monitoring brand reputation is crucial because it provides valuable insight into customer sentiment and can guide marketing strategies and product developments. Analyzing this feedback allows businesses to identify areas of improvement and provide a better experience for customers. By monitoring your brand’s reputation, you will be able to stay on top of customer expectations and adjust to changing market needs. How to monitor brand reputation in Agorapulse Agorapulse is the best social listening tool to use to monitor your brand’s reputation. You can then gather and analyze information from various social media platforms as well as other online channels. How to monitor your brand’s reputation using Agorapulse Agorapulse tracks all direct mentions, which are those that occur when someone uses @yourusername in social media. You’ll still need to manually monitor your brand’s reputation. Click the New Search button in the Listening tab to start. Enter your search criteria, such as brand names, product names, URLs of websites, or competitor names. You can refine your social listening search to the extent that you like. Agorapulse has no limit on the number of search terms you can create. The only exception is Instagram, where there’s a limit of 30 searches. The more searches you make, the busier the dashboard gets. Narrow your search as much as you can to ensure that only relevant mentions are sent. You can, for example, exclude certain terms from YouTube searches and specify a specific language when searching Twitter. 2. Find new brand mentions You can find brand mentions by setting up searches in Agorapulse’s Listening Dashboard. To Review automatically displays any new brand mentions. Click the checkmark to remove an item from To Review. Click the checkmark on the top of your inbox to view all items. You’ll see that if you have created multiple searches they will appear in a tab for each profile. Click the filter icon in the upper right corner of your inbox to separate brand mentions and other searches. Use the dropdown menu to select the search that you want to review. Labels can be used to organize your Brand Monitoring content. Open the Bulk Actions menu and select all the items that you wish to label. Choose Add Label, then choose the label that you wish to apply. 3. Brand mentions: Respond to them Click on any mention of a brand to interact with it from the Agorapulse Dashboard. You can now like, share or respond to any mention, without having to leave Agorapulse. You can create a customized reply or use one of your previously saved responses to reuse an old response. Click the message icon located below the response box to access your saved responses. Search for the best reply, or scroll down to find it. From this interface, you can also create a new reply. Click Send when you are satisfied with your answer. The item will be moved to the All tab automatically after it is removed from the To Review tab. 4. Include your team Some brand mentions will likely require a straightforward response. Simply click Review and respond to the email. Other items may require a more thorough response, such as customer complaints or detailed questions. You can assign any of these items to a member of your team, without having to leave the Agorapulse Dashboard. Click the silhouette to assign a mention of a brand at the top item in the inbox. Select a teammate from the dropdown list and add a context by writing a message. The item will be moved from the To Review tab to the Assigned tab of... via IFTTT

How to monitor your brand’s reputation using Agorapulse

Why monitor brand reputation?

Monitoring brand reputation is crucial because it provides valuable insight into customer sentiment and can guide marketing strategies and product developments.

Analyzing this feedback allows businesses to identify areas of improvement and provide a better experience for customers. By monitoring your brand’s reputation, you will be able to stay on top of customer expectations and adjust to changing market needs.

How to monitor brand reputation in Agorapulse

Agorapulse is the best social listening tool to use to monitor your brand’s reputation. You can then gather and analyze information from various social media platforms as well as other online channels.

How to monitor your brand’s reputation using Agorapulse

1. Install social listening

Agorapulse tracks all direct mentions, which are those that occur when someone uses @yourusername in social media. You’ll still need to manually monitor your brand’s reputation.

Click the New Search button in the Listening tab to start.

Enter your search criteria, such as brand names, product names, URLs of websites, or competitor names.

You can refine your social listening search to the extent that you like.

Agorapulse has no limit on the number of search terms you can create. The only exception is Instagram, where there’s a limit of 30 searches.

The more searches you make, the busier the dashboard gets. Narrow your search as much as you can to ensure that only relevant mentions are sent. You can, for example, exclude certain terms from YouTube searches and specify a specific language when searching Twitter.

2. Find new brand mentions

You can find brand mentions by setting up searches in Agorapulse’s Listening Dashboard.

To Review automatically displays any new brand mentions.

Click the checkmark to remove an item from To Review. Click the checkmark on the top of your inbox to view all items.

You’ll see that if you have created multiple searches they will appear in a tab for each profile. Click the filter icon in the upper right corner of your inbox to separate brand mentions and other searches. Use the dropdown menu to select the search that you want to review.

Labels can be used to organize your Brand Monitoring content. Open the Bulk Actions menu and select all the items that you wish to label. Choose Add Label, then choose the label that you wish to apply.

3. Brand mentions: Respond to them

Click on any mention of a brand to interact with it from the Agorapulse Dashboard. You can now like, share or respond to any mention, without having to leave Agorapulse. You can create a customized reply or use one of your previously saved responses to reuse an old response.

Click the message icon located below the response box to access your saved responses. Search for the best reply, or scroll down to find it. From this interface, you can also create a new reply.

Click Send when you are satisfied with your answer. The item will be moved to the All tab automatically after it is removed from the To Review tab.

4. Include your team

Some brand mentions will likely require a straightforward response. Simply click Review and respond to the email.

Other items may require a more thorough response, such as customer complaints or detailed questions. You can assign any of these items to a member of your team, without having to leave the Agorapulse Dashboard.

Click the silhouette to assign a mention of a brand at the top item in the inbox. Select a teammate from the dropdown list and add a context by writing a message. The item will be moved from the To Review tab to the Assigned tab of your colleague when you click the Assign Button.

5. Keep track of important mentions

Some mentions may have a greater impact than others.

You won’t lose track of a post if you find out about potential influencers or customers with problems, or if you discover great UGC.

Agorapulse allows you to bookmark any mention, and you can give it a label that is unique. This will keep the mention on your team’s radar. You might label posts or mentions that need to be followed up.

Click the three dots in the upper-right corner of an item from your Inbox to bookmark the brand. Select Bookmark in the list. The item will appear in your inbox with a Bookmark label.

You can then use the Bookmarks Filter to only view bookmarked items.

Click the plus sign at the bottom right corner of an item in your inbox to label the brand mentioned. Select from the dropdown list or click to create new labels.

6. Engaged customers: Know them!

You can do much more with Agorapulse than simply track specific mentions. You can also track who is talking about your brand.

You can learn more about any user who mentions your brand by clicking on the tweet.

Use their number of followers and how many times they have mentioned your brand when assessing their social authority.

Agorapulse automatically labels those users who interact with the brand. However, you can also add labels to individual users to keep track of any events that may impact your brand’s reputation. You can then track them on the CRM tab. Here you can modify labels or review previous mentions. Or you can leave internal comments to your team.

Click on the profile to learn more about a user’s past interactions with your company. You will see the basic information such as their username, number of followers, and how many times they have interacted with your company. You can scroll through previous mentions.

To add a manual tag, click the plus sign beside User Labels. Click to add a note to your team.

From the Fans & Followers section, you can also manage influencers or ambassadors. Click on any user for details, to review interactions, to add labels and internal notes.

7. Report on Brand Mentions

Take the time to learn from your social media reports. Include your customized labels in your Agorapulse reports for social media to help your team measure mentions and gauge public perception. Use your analysis to enhance or improve your campaign.

Agorapulse counts brand mentions automatically and listens to searches in the Reports tab. Use the label feature in your reports to add nuance. You can monitor sentiments, campaigns and other insights which may have an impact on your brand’s reputation.

You can create custom reports based on your labeling system. Click Create a Report and then select Label Report. Select at least one social network profile and a tag, then select the data that you would like to include in the report.

Click on Schedule your Custom Report to automate this insight. You can choose to receive weekly or monthly reports. They can be sent either to you or your team.

8. Improve your brand reputation monitoring strategy

Social listening can help you identify issues and crises that may arise before they become more serious. You can protect your online reputation by being proactive.

Social listening is a continuous process. Continue to adjust your search parameters and keyword to keep up with the changing conversation surrounding your brand.

While social listening tools can be powerful, they’re not perfect. To gain a complete understanding of your brand, it’s essential to combine data analysis with critical thinking and human analysis.

In conclusion

Agorapulse is a great tool for agencies that have clients who are struggling to keep up with all the online mentions. You can also help them manage their brand reputation and gather customer insights.

Social listening can help clients monitor their competitors, and also stand out amongst their peers. All this while you earn money as a social agency. It’s hard to believe it could be so easy, isn’t it?

See for yourself how Agorapulse can streamline brand reputation management.

 

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Digital Salesroom: Simplify virtual evaluation

Buyers today prefer virtual evaluations that are frictionless. Digital Sales Rooms (also known as DSRs) are also available. Virtual Deal Rooms are the tools that will help you to deliver what’s expected – an efficient, transparent and personalized buying experience.

Hippo Video – Digital Sales Room

Gartner reports that modern buyers spend 15% of their buying cycle reconciling information from different sources, sometimes even the same supplier. Digital Sales Rooms, a new sales technology, can help you reduce this time. It allows for a seamless customer experience right from your first meeting and helps shorten the deal cycle.

All the collateral required to complete the deal is gathered in one place, making it easy for everyone to collaborate on the purchase and be informed. It also creates a self-service experience for the buyer, which instills confidence and a sense control throughout the transaction.

Digital sales rooms can:

Simplify the buyer evaluation process through a centralized buying resource hub.Delight modern buyers with a branded and one-to-one buyer experience.Deploy the power of videos to personalize messages and provide context for assets.Establish a secured virtual environment for successful deal collaboration.Help in the consensus-building process to gain buy-in from all the stakeholders.Mitigate buyer concerns actively and increase the frequency of communication.Track buyer engagement in real time and prioritize follow-ups individually.

Create a Digital Sales Room

It’s easy to create a digital sales room with Hippo Video. Follow the four-step setup process to ‘Drive Results’ quicker than ever.

1. Create and customize your sales room

To create a seamless purchasing experience, the first step is to secure a virtual or digital space. You can create Digital Sales Rooms with Hippo Video in just minutes. All you have to do is name the room. You can, for example, name the room according to your collaboration. For instance, [Customer’s Company Name] and [Your CompanyName].

Add the company logo and set up access permissions. Write a short explanation of the purpose of the room. Include the Table of Contents for a quick overview of all the resources. Finally, include CTAs.

Quick Note: The Table of Contents provides an overview of the structure of the salesroom. It also includes hyperlinks that allow viewers to click on the title of a section and navigate directly to its corresponding section.

Include Documents and Resources

After you have created the salesroom and customized it for your prospect, it is time to add resources or documents tailored to their needs. Resources can include product presentations, case studies, security and compliance documents and contracts, as well as onboarding plans. Hippo Video allows you to upload files from your device or cloud storage drive using a simple drag-and drop mechanism.

Quick Tip Before uploading documents to the Digital Sales Room make sure you name them properly so that the buyers are able to identify them. They will also be able to understand the context of each document.

3. Add Video Assets

Videos are essential to modern buying experiences. Use dynamic storytelling with videos to engage buyers, convey information quickly and create sticky brand experiences. You can use a wide range of videos to help support your deal. These include an introductory video that explains your competitive advantage, a short demo or product feature, product roadmaps and testimonials, walkthroughs for proposals, videos from the pilots you’ve worked with, etc.

Hippo Video allows you to upload videos directly from your account or device library, or record new ones from the Digital Sales Room.

Quick Tip – Turn your talking head videos from attention grabbers to attention magnets by using the website of your prospect as the background.

Share your sales room with prospective team

It’s now time to share your Digital Sales Room with all the stakeholders. Hippo Video makes it easy to share by generating a link that can be pasted into emails or on other platforms. Anyone with the link will be able to enter the room and have full access to its content. They can also interact with you.

Quick Tip Before sharing the link, make sure to check the “Require email to view” feature so that you can see the latest additions to the decision-making group.

Bonus Step

Keep updating the content in the room according to the progress of the deal. This will ensure that it remains relevant to the buyer journey. Track the engagement of the buying team and adjust your follow-ups accordingly. Don’t forget to incorporate the lessons learned into your future Digital Sales Room experiences.

Digital Sales Room Use Cases

Companies use digital sales rooms primarily as channels of communication between buyers and sellers. This centralized, personalized approach can be used by other teams during the entire customer journey. A customer success team, for example, can use a Digital Sales Room as a way to communicate a detailed plan to implement a client’s purchase. An account management team, on the other hand, can use a Digital Sales Room in order to update stakeholders associated with a particular account.

Here are some B2B use cases that show how you can make the most of Digital Sales Rooms to ensure your team’s success.

Digital Sales Room for Buyer Engagement

Digital Sales Rooms are one of the newest sales technologies. They have generated a lot of excitement in the sales community. It creates a seamless plan for buyer engagement to achieve successful sales results. It helps to establish a consensus within the team, and unify the entire purchasing process – from research to decisions.

How to use Digital Sales Rooms for your sales process:

Log into your Hippo Video Account and create the Digital Sales Room. Create a professional, engaging environment by customizing it to reflect your brand. Organise it logically and intuitively, by arranging documents, videos, presentations and other resources into easily navigable sections. To help buyers find information quickly, use titles and descriptions that are clear and concise.

Share resources that are specific to the business needs of your prospects and add branding elements from their company. Create and upload personalized videos that explain your understanding of the company and what you can offer.

Upload relevant content. Update the Digital Sales Room by adding new, relevant content that highlights the value of your product or service. You can upload case studies, testimonials and product brochures. Also, you can add pricing and security details, industry reports, and price and security information. Make sure the content is easy to access and visually appealing.

Share the Digital Sales Room with your prospects once it is complete. Use the collaboration tools in order to encourage engagement and interaction between you and the buying team. They can ask questions, give feedback and have meaningful discussions with you and your staff.

Track buyer engagement. Use analytics and tracking tools to track buyer activity such as viewing documents, spending time on certain content, and interacting with the buyer. These data can provide valuable insight into buyer preferences, and allow you to tailor your engagement strategies accordingly.

Follow up on leads and nurture them: Use the Digital Sale Room to communicate with your customers. Follow up on leads based on their engagement and interactions with them. Send personalized messages or request meetings. Continue to nurture leads, and guide them along the buyer’s path.

Iterate and gather feedback: Ask your buyers for feedback to understand what went well and what can be improved. This feedback can be used to iterate and refine your buyer engagement strategy over time.

Digital Sales Rooms for Post-Sale Engagement

Customer Success Managers are able to use a Digital Sales Room for a smooth customer experience. They can streamline the onboarding, provide a central repository of information, encourage collaboration and control access. Before you begin, ensure that all necessary content is readily available, such as user manuals and training videos.

This is a guide that will show you how to do it:

Organize the Deal Room: Create a Digital Sales Room that is organized and has a clear structure. Create different sections for the various topics or stages in the onboarding process. You could, for example, have sections dedicated to training videos and tutorials, user guides and frequently asked questions. Customize it to reflect your company’s colors, logo and other design elements. This will create a consistent and branded experience.

Upload onboarding material: Start uploading all the onboarding documents into the relevant sections of the deal room. Make sure that all documents are easily accessible and well-organized.

Implement access control. Configure access control settings so that different stakeholders have appropriate levels of access to prevent unauthorized changes. You can, for example, grant read-only access to your customers while giving editing rights to team members within the company.

Communication and collaboration with customers: Share with your customers the link to the Digital Sales Room and explain its benefits and purpose, while highlighting how this will streamline their onboarding process. Use the collaboration features in the Digital Sales Room so that customers can leave comments, submit questions or feedback directly on the platform.

Monitor the progress of customers: Track their activity in the sales room. This will help you understand how they are engaging and moving forward. Check to see if the customer is able to access required materials, and if there are any issues. You can then help them proactively and resolve any issues.

Iterate and gather feedback: Encourage your customers to give feedback about the Digital Sales Room and the onboarding process. Iterate the plan based on their suggestions. Customer insights should be used to continuously improve and refine the deal room.

Digital Sales Rooms For Other Teams

Digital Sales Rooms are also a great tool for other teams to use in their workflows. This will streamline collaboration. Depending on the functional area they are in, they can upload documents, videos or other resources. This will help them refine their strategies, maximize conversions and reach their team’s goals more efficiently.

Hippo Video: Unleash the Power of Digital Sales Rooms

Adopting change in its earliest stages can be difficult, but it also offers opportunities. Hippo Video helps you adopt the Digital Sales Room technology to help you achieve your desired sales results.

Sales teams can collaborate with multiple stakeholders simultaneously and streamline their outreach processes by using Digital Sales Room. They can educate and engage prospects, track engagement and qualify leads faster.

Start using Hippo Video’s Digital Sales Rooms today to unleash the power of seamless collaboration.

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Hootsuite CEO Reveals Her Social Media Time Every Day

Irina Noselsky, CEO of Hootsuite, was invited to Collision 2023 where she conducted a Q&A session with Evan Hansen. Hansen is the Co-founder, Editor-in Chief and Co-Founder of Meteor. Evan Hansen asked Irina the first question: How are you finding your new job?

She shared in a matter of milliseconds that she had no problem becoming a social chief executive. This relieved her of the pressure to justify the 30 minutes she spends on social media every morning when she wakes up.

Irina and Irina continued their discussion on the evolution of social media, the impact of technological disruption, and how brands can continue to be where their customers are: On social, where five billion people spend several hours each day.

We know that you are busy right now (scrolling through Threads), so we’ve compiled a list of some of the most important takeaways Irina made during her talk.

Discoverability is the key to attracting your audience

It’s more difficult than ever to strike the right balance between using social media channels to engage with your customers and keeping up with social trends without losing the unique voice of your brand. Due to the volume of social media, users are now able to quickly assess content and determine what is interesting.

Authentic discoverability is a key factor as brands begin to recognize the importance of social on a wider scale. We’ve seen that Gen Z has influenced the shift in social media, and social users want content that is relatable, and speaks to them not as consumers, but as people.

Irina summarized, “People want to buy directly from people.”

The greatest strength of your brand is its employee base

Hootsuite has seen time and time again that when customers unleash their greatest strength – their employees – it amplifies the expertise of their field by human-to-human interactions on social.

Colliers, an investment management and professional services company, is a shining example of the impact an employee advocacy program has on an organization. Hootsuite Amplify enabled them to provide quality content that was brand safe for their 18,000 employees. They could then share it on their channels. It was easier for employees to create their own personal brands and increase awareness of Colliers by using the tools that were most important to them.

What are the results? Colliers employees in 2022 shared 4,700 posts. This resulted in an impressive reach of 9,5 million people, a 43% improvement over the previous year.

Remember the days when companies feared that their employees would talk negatively about them online? We’ve come a very long way since then.

Although this is a relatively new area, brands still have a lot to learn. Those who trust their employees will reap the benefits. By providing employees with brand-safe social media content, you can empower them rather than put them at risk.

You can’t ignore customer service on Facebook.

Poor customer service is the most common way to lose customers. You’ll remember a time when you had a bad experience with a customer service team, whether it was in person or on the phone. The thought that comes to mind is: “You don’t deserve my money.”

In fact, according to a J.D. Power found that 67% consumers had used social media to contact a company for customer service. They also expect a quick response, with 42% anticipating a reply within 60 minutes and another 32% within 30 minutes.

Irina explains that “not being on social media 24/7 is no longer an alternative.”

You can see it in action every day. Think of the time when TikTok, Instagram and Alix Earle’s friends were stranded after a booking fraud in Italy and Airbnb saved them.

@alixearle

This is not real life. Thank you @airbnb!

#positano #airbnb #italy #girlstrip

Original sound – Alix Earle

Evan says that some people might think this level of service is not available to everyone, especially those who lack’social juice’. Anyone without millions of followers. This raises the question, how can you democratize your customer service?

This example should serve as a warning to brands that use creators to expand their reach: Be consistent in your customer service, or you may be criticized. It’s not worth it to take the risk when 80% of consumers say they will switch brands if there is more than one negative experience.

Automating customer service does not fall under the AI umbrella.

How does AI affect the social space is a question that everyone asks.

AI, like social media with its rapid adoption and innovation rate, is something we cannot ignore. Chat GPT had 1 million users within five days of its launch. It has since grown to over 100 million.

Social marketers are not exempt from the opportunity to automate mundane tasks.

Our customers were very clear in their responses when we surveyed them. 77% said that they are responsible for ‘composing content ideas’. However, the greatest challenge to almost a third of our respondents is… drum roll… ‘composing content ideas.

AI has many benefits: it can increase speed and scope of work, reduce costs and risks of human errors, improve workflows, facilitate data-driven decisions, and boost customer experience. This means that social and digital marketing professionals can automate parts of their job that feel robotic, so they can focus on the tasks that require a human touch, which is your creativity.

It will become increasingly important to balance authenticity in social media with the use of automation tools.

Irina reaffirmed that “Social is designed for human-tohuman interaction.”

It is essential to adopt a “human-first” mindset when automating interactive workflows.

Hootsuite developed a tool powered by AI that suggests social post ideas, captions and other content. This helps social marketers to speed up their creative process without losing their own voice. Automation can make content creation easier, but can’t take the place of human touch.

OwlyWriter AI is a simple way to harness the power of AI in social media. Get captions for your posts and post ideas instantly.

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Hootsuite’s CEO Reveals the Time She Spends Everyday on Social Media

 

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Digital Sales room: simplify the virtual sales evaluation processes

Buyers today prefer virtual evaluations that are frictionless. Digital Sales Rooms (also known as DSRs) are also available. Virtual Deal Rooms are the tools that will help you to deliver what’s expected – an efficient, transparent and personalized buying experience.

Hippo Video – Digital Sales Room

Gartner reports that modern buyers spend 15% of their buying cycle reconciling information from different sources, sometimes even the same supplier. Digital Sales Rooms, a new sales technology, can help you reduce this time. It allows for a seamless customer experience right from your first meeting and helps shorten the deal cycle.

All the collaterals are gathered in one place to help move the deal along. This makes it easy for everyone to collaborate on the purchase and to make informed decisions. It also creates a self-service experience for the buyer, which instills confidence and a sense control throughout the transaction.

Digital sales rooms can:

Simplify the buyer evaluation process through a centralized buying resource hub.Delight modern buyers with a branded and one-to-one buyer experience.Deploy the power of videos to personalize messages and provide context for assets.Establish a secured virtual environment for successful deal collaboration.Help in the consensus-building process to gain buy-in from all the stakeholders.Mitigate buyer concerns actively and increase the frequency of communication.Track buyer engagement in real time and prioritize follow-ups individually.

Create a Digital Sales Room

It’s easy to create a digital sales room with Hippo Video. Follow the four-step setup process to ‘Drive Results’ quicker than ever.

1. Customize and Create Your Sales Room

To create a seamless purchasing experience, the first step is to secure a virtual or digital space. You can create Digital Sales Rooms with Hippo Video in just minutes. All you have to do is name the room. You can, for example, name the room according to your collaboration. For instance, [Customer’s Company Name] and [Your CompanyName].

Add the company logo and set up access permissions. Write a short explanation of the purpose of the room. Include the Table of Contents for a quick overview of all the resources. Finally, include CTAs.

Quick Note: The Table of Contents provides an overview of the structure of the salesroom. It also includes hyperlinks that allow viewers to click on the title of a section and navigate directly to its corresponding section.

Include Documents and Resources

After you have created the salesroom and customized it for your prospect, it is time to add resources or documents tailored to their needs. Resources can include product presentations, case studies, onboarding plans and documents such as security and compliance. They could also be used to create case studies. Hippo Video allows you to upload files from your device or cloud storage drive using a simple drag-and drop mechanism.

Quick Tip Before uploading documents to the Digital Sales Room make sure you name them properly so that the buyers are able to identify them. They will also be able to understand the context of each document.

3. Add Video Assets

Videos are essential to modern buying experiences. Use dynamic storytelling with videos to engage buyers, convey information quickly and create sticky brand experiences. You can use a wide range of videos to help support your deal. These include an introductory video that explains your competitive advantage, short demos or product features, product roadmaps and testimonials, walkthroughs for proposals, videos from the pilots you’ve worked with, etc.

Hippo Video allows you to upload videos directly from your account or device library, or record new ones from the Digital Sales Room.

Quick Tip: Turn your talking-head videos into attention magnets using the website of your prospect as the background.

Share your sales room with prospective team

It’s now time to share your Digital Sales Room with all the stakeholders. Hippo Video makes it easy to share by generating a link that can be pasted into emails or on other platforms. Anyone with the link will be able to enter the room and have full access to its content. They can also interact with you.

Quick Tip Before sharing the link, make sure to check the “Require email to view” feature so that you can see the latest additions in your decision-making team.

Bonus Step

Keep updating the content in the room according to the progress of the deal. This will ensure that it remains relevant to the buyer journey. Track the engagement of the buying team and adjust your follow-ups accordingly. Don’t forget to incorporate the lessons learned into your future Digital Sales Room experiences.

Digital Sales Room Use Cases

Companies use digital sales rooms primarily as channels of communication between buyers and sellers. This centralized, personalized approach can be used by other teams during the entire customer journey. A customer success team, for example, can use a Digital Sales Room as a way to communicate a detailed plan to implement a client’s purchase. An account management team, on the other hand, can use a Digital Sales Room in order to update stakeholders associated with a particular account.

Here are some B2B use cases that show how you can make the most of Digital Sales Rooms to ensure your team’s success.

Digital Sales Room for Buyer Engagement

Digital Sales Rooms are one of the newest sales technologies. They have generated a lot of excitement in the sales community. It creates a seamless plan for buyer engagement to achieve successful sales results. It helps to establish a consensus within the team, and unify the entire purchasing process – from research to decisions.

How to use Digital Sales Rooms for your sales process:

Log into your Hippo Video Account and create the Digital Sales Room. Create a professional, engaging environment by customizing it to reflect your brand. Organise it logically and intuitively, by arranging documents, presentations and videos in sections that are easily navigable. To help buyers find information quickly, use titles and descriptions that are clear and concise.

Share resources that are specific to the business needs of your prospects and add branding elements from their company. Create and upload personalized videos that explain your understanding of the company and what you can offer.

Upload relevant content. Update the Digital Sales Room by adding new, relevant content that highlights the value of your product or service. You can upload case studies, testimonials and product brochures. Also, you can add pricing and security details, industry reports, and price and security information. Make sure the content is easy to access and visually appealing.

Share the Digital Sales Room with your prospects once it is complete. Use the collaboration tools in order to encourage engagement and interaction between you and your buying team. They can ask questions, give feedback and have meaningful discussions with you and/or your team.

Track buyer engagement. Use analytics and tracking tools to track buyer activity such as viewing documents, spending time on certain content, and interacting with the buyer. These data can provide valuable insight into buyer preferences, and allow you to tailor your engagement strategies accordingly.

Follow up on leads and nurture them: Use the Digital Sale Room to communicate with your customers. Follow up on leads based on their engagement and interactions with them. Send personalized messages or request meetings. Continue to nurture leads, and guide them along the buyer’s path.

Iterate and gather feedback: Ask your buyers for feedback to understand what went well and what can be improved. This feedback can be used to iterate and refine your buyer engagement strategy over time.

Digital Sales Rooms for Post-Sale Engagement

Customer Success Managers are able to use a Digital Sales Room for a smooth customer experience. They can streamline the onboarding, provide a central repository of information, encourage collaboration and control access. Before you begin, ensure that all necessary content is readily available, such as user manuals and training videos.

This is a guide that will show you how to do it:

Organize the Deal Room: Create a Digital Sales Room that is organized and has a clear structure. Create different sections for the various topics or stages in the onboarding process. You could, for example, have sections dedicated to training videos and tutorials, user guides and frequently asked questions. Customize it to reflect your company’s colors, logo and other design elements. This will create a consistent and branded experience.

Upload onboarding material:Now begin uploading the onboarding materials collected into the relevant sections of the deal room. Make sure that all documents are easily accessible and well-organized.

Implement access control. Configure access control settings so that different stakeholders have appropriate levels of access to prevent unauthorized changes. You can, for example, grant read-only access to your customers while giving editing rights to team members within the company.

Communication and collaboration with customers: Share with your customers the link to the Digital Sales Room and explain its benefits and purpose, while highlighting how this will streamline their onboarding process. Use the collaboration features in the Digital Sales Room so that customers can leave comments, submit questions or feedback directly on the platform.

Track the progress of customers: Monitor their activity in the sales room so you can understand how they are engaging and moving forward. Check to see if the customer is able to access required materials, and if there are any issues. You can then help them proactively and resolve any issues.

Iterate and gather feedback: Encourage your customers to give feedback about the Digital Sales Room and the onboarding process. Iterate the plan based on their suggestions. Customer insights should be used to continuously improve and refine the deal room.

Digital Sales Rooms For Other Teams

Digital Sales Rooms are also a great tool for other teams to use in their workflows. This will streamline collaboration. Depending on the functional area they are in, they can upload documents, videos or other resources. This will help them refine their strategies, maximize conversions and reach their team’s goals more efficiently.

Hippo Video: Unleash the Power of Digital Sales Rooms

Adopting a new technology, Digital Sales Room, can be a challenge. However adopting this technology in its early stages offers many opportunities. Hippo Video helps you adopt the Digital Sales Room technology to help you achieve your desired sales results.

Sales teams can collaborate with multiple stakeholders simultaneously and streamline their outreach processes by using Digital Sales Room. They can educate and engage prospects, track engagement and qualify leads faster.

Start using Hippo Video’s Digital Sales Rooms today to unleash the power of seamless collaboration.

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