New Collabspot Feature: Click to Hangout

Here at Collabspot, our mission is to make closing deals faster for you. If you already contacted our support, you probably noticed that we are a big fan of Google hangout. So today, we are very happy to release this integration with Google Hangout.

 

How will this new feature help you close more deals?

  • It will allow you to call your customer directly from an email.

  • You can use this feature to give technical support to your customer.

  • You can do product presentations to your prospects or leads.

 

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Check out our Hangout Integration video on Youtube.

If you have questions about our new feature, please let us know through our comment section below or contact us anytime.

Customer of the Week: Dan Michael

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Envato, a company based in Australia, started operations in 2006, launching its first product on August 2006. Envato has an ecosystem of sites that include digital marketplaces, an educational platform, a group of blogs, a design gallery and a freelance network. These services help millions of people around the world get creative, earn an income online, and learn new skills.

Envato helps clients learn skills on Tuts+ so they can make DIY websites, or learn photography so they can sell stock photos, create graphics and video effects to make commercials, film or television.

 

1. What is your role and how long have you been with Envato?

I sit in a 6-person Marketing team at Envato. I look after the Elite Author program and manage a community of over 650 high value, highly skilled digital designers and developers, across eight online Marketplaces. I’m responsible for designing and implementing reward programs and marketing campaigns that provide value for both author and company.

 

2. What products or services does Envato offer?

Envato run digital Marketplaces with a global community of designers, developers, photographers, illustrators and producers all learning, building, designing and earning online.

 

3. What was your biggest challenge before installing                         Collabspot?

Gmail! Gmail is not my favorite email client, let’s just get that out of the way! But as a lean startup company we use lots of Google products for free collaboration. We also use Basecamp and their CRM, Highrise. So, managing all of my clients over email globally was a bit of a hassle before I found the secret of Collabspot!

 

4. What was your initial impression of Collabspot? Why do you       love Collabspot?

I couldn’t believe that someone had discovered exactly what I needed in the form of an extension! Immediately, I knew that this was going to make my workflow a lot easier.

 

5. What are your favorite features in Collabspot and why?

First, the seamless integration with Gmail and Highrise. Bringing what is important to me on a daily basis with an easy and intuitive UX, right up front. I also like the ‘BCC for future emails for this contact’-feature. This is important as I don’t want to BCC everyone I deal with (internally not at all, but I email internally a LOT). So, being able to easily identify a client, then check this box, I know that Collabspot will then BCC all future interactions with this client and I don’t need to think about that again. I’m also really keen on the super quick ‘add to Highrise’ feature. New clients in the Elite author program are almost doubling annually so of course I receive lots of email from new authors who are not in Highrise yet… with Collabspot on the scene, I can quickly tick a box to add someone.

Integration with the web app. It’s great being able to see at a glance exactly what I said, the last time I communicated. Or if they are a new client whom I need to add into Highrise, I can do this with a few clicks, without leaving my train of thought, or current email.

 

6. What was your biggest achievement with Envato?

When I started with Envato, the processes in the Elite program were typically ‘lean’. Now, I am a process freak, I have to admit! I like things to be nicely wrapped in a process and cocooned in a spreadsheet. So I think my biggest achievement to date was taking the whole program on myself, from admin to email outreach, marketing and budgeting until I could finally step back and go ‘ahhh… that’s better!’. Now it’s a smooth running program with loads of slick processes in place to track, measure and report on our progress. I’ve streamlined things from multiple spreadsheets and reports to a single spreadsheet that tracks everything (including merch!) and a streamlined way of doing things that makes sense.

 

7. What was the biggest challenge that you experienced (with           Envato) and how were you able to overcome it?

For me, it was the move from corporate life to startup. My previous experience in a large corporate company meant that I had a great head for all of this process and due diligence, but that doesn’t translate well to a  lean startup! So I really had to change my way of thinking.

Being very output driven, I like to be able to see outcomes from my actions and this is quite different at Envato, where everyone is encouraged to work flexibly to suit themselves, and no one is chained to a desk and a mobile phone taking calls Monday through Sunday 24hrs a day dealing with crisis. So I guess my biggest challenge was learning to relax first and trust my own capabilities. It’s been a fantastic transformation and personally I have grown and developed loads in the last 12 months!

 

To experience Collabspot for yourself, you can start a free trial here. Or you can contact us  for more information.

May Happiness Report

It’s time for May’s Happiness Report!

Ask yourself, what is customer service? Is it about serving the customer? Is it about being nice to the customer because they are the best form of advertisement? Is it about profit?

Christopher McCormick has the best answer of them all: customer service

I’m very lucky to be part of the Collabspot Team. It’s easy to see that everyone here has a desire to make sure our customers are happy. We weren’t trained to think that way. Everyone just wants to go that extra mile.

It’s amazing how our Tech and Dev team are willing to go overtime just to fix a bug. The Support Team answers tickets on weekends even if they’re not required to. We spend hours talking about the best way we can track and resolve concerns. No one asked us to – we just want to help. Period.

Go the extra mile for anyone who needs help.

Looking back…

Here are some of the things we did last month:

1. Escalation Process.

We experimented different escalation processes. In the end, we decided that the escalation process would be from Support, Tech, then Dev Team.

2. Tagged Tickets.

We started tagging tickets that had out-of-the-ordinary issues. Hopefully, we can organize all those tickets by June.

3. Getting a new member!

Our goal is to get another team member who will cover the morning shift (EST). This way, we can help people almost any time of the day.

4. Improved communication between Support and Tech.

One of the issues we had was communicating updates to each other. Solution? We created a chatroom for Support and Tech to keep everyone updated.

 

May’s Stats

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What people notice when you go that extra mile.

We don’t expect anything in return when we go out of our way to help. This is why we feel really happy when the people we help comment on how happy they are with the way we helped them.

Here are some of the things they’ve said:

 

Thank you. You’re always so helpful!
I feel very satisfied and ready to conquer the world. You’ve been wonderful, thank you.”
~ Lila Carpenter

 

I guess you are the quickest Zendesk Agent around (:
5 stars!

~ Jia Liu

 

Seriously, you deserve a trophy for how fast you answer my questions.

~ Janis Grevins

 

In the course of the last five days I have had bad customer service from two firms, and great customer service with two firms. Happy to report that Collabspot is in the latter category. The thing that makes it great is that you listen to what I was saying and gave a precise answer rather than a general corporate framework that might or might not apply

~ John Hannon

 

Good service!!! Keep up the good job, quick in the support, friendly staff, a recipe for a winning team!

~ Jan Kristian Stroemsnes

 

Great. Fast. No nonsense process. Love it.

~ Cindy Pfos

 

We’ll do our best !

 

With the release of Collabspot for Salesforce and Sugar 7.x, things will become very, very busy. We are determined to keep if not exceed the level of service we are providing you. Please know that our Support and Dev team are working very hard to resolve your concerns as soon as possible.

 

We appreciate your patience as we work to resolve your concerns. Just give us a buzz if there is anything we can help you with. We’ll always be here to help.

 

Cheers,

 

The Collabspot Team

 

Customer of the Week: Pétur Ísfeld Jonsson

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1. What is your role and how long have you been with ISNIC?

I am the sales manager for the .is domain registry in Iceland and I have been in this role for 3 years and 8 months.

 

2. Can you tell us something about what ISNIC offers?

The company has two departments, one is the .is registry ISNIC and the other is Modernus which develops and markets several value-adding web services such as web analytics and web chat.

ISNIC is the Registry for .is which is the top-level domain in Iceland. The domain .is has been included in the list of McAfee’s “Mapping the Mal Web” as one of the top 10 most secure TLDs in the world in the years 2007, 2008, 2009, and 2010.

Modernus on the other hand, is the operator of the Icelandic coordinated web traffic measurement system. They maintain their customers’ database of web statistics and send them the report. Modernus also designed other software like Watchdog (web monitoring tool) and Svarbox (communication/chat system).

 

3. What was your biggest challenge before installing Collabspot?

I get a lot of email addresses, contacts, and accounts, in my inbox. Before I had Collabspot, adding those to Sugar CRM was wasting a lot of my time.

 

4. What was your initial impression of Collabspot? Why do you like Collabspot?

The first thing I noticed was the simple setup. Collabspot has a clean and intuitive interface, perfectly placed within Gmail for greatest ease of use and maximum productivity. I love Collabspot because it makes me so much more productive and simplifies my data collection from email. I also like the template and tracking functionality.

 

5. What is your favorite feature and why?

The feature I use most is check to see if the contact is in SugarCRM, what client information I have and if not, add them to SugarCRM.

More Info on Creating Client Information:

Collabspot users can create or edit a client’s contact information while they read their client’s email. Users can add their client’s company address, email address, and contact number on SugarCRM right from inside their Gmail. Collabspot can also check if their client has social media accounts like Facebook, Twitter, and LinkedIn so they can check their profile or add them. Find out more about this feature here.

 

6. How has Collabspot made things easier for you and helped you close more deals?

Simplified data collection ensures that I always log the account, contact, and email.

 

7. What is the best sales tip you can share with other salespeople?

Listen, learn, and solve a problem.  And of course, support should be absolutely first class.

 

To truly experience Collabspot, you can start a free trial here. Or contact us  for more information.

 

Customer of the Week: Jim Hetzel

 

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FlightStats, Inc. was formed in 2001 as Conducive Technologies 2001 (renamed FlightStats in 2005) because they saw an opportunity: that there was no provider of worldwide real-time and historical flight performance data.

They source, refine, and aggregate data from over 300 data points including:

  • airlines;

  • airports;

  • civil aviation authorities;

  • flight positional sources;

  • weather and global distribution systems;

  • etc.

All this data add up to the most reliable flight status and performance information from anywhere in the world.

Quality customer service is very important to FlightStats. They overcame early challenges in this area by using Collabspot to integrate Gmail with SugarCRM.

Jim tells us how Collabspot helped them to use SugarCRM to its fullest potential and help manage customers on a day-to-day basis. It kept administrative overhead to a minimum.

 

1.  What is your role and how long have you been with Flight Stats, Inc.?

I am the Vice President for Business Development of FlightStats, Inc. and have been with the company for over a year.

 

2. Can you tell us something about what Flight Stats, Inc. offers?

FlightStats, Inc. is the leading global provider of flight data services and applications to the travel industry and traveling public. We deliver reliable, relevant, and resourceful airline, airport and traveler information.

We are the first global provider of flight information in the marketplace. FlightStats now serves over 500 of the leading airlines, online travel providers, airports, travel agencies, and travelers through our B2B and B2C products.

 

3. What was your biggest challenge before installing Collabspot?

The value of using a CRM solution like SugarCRM is undisputable, however, using CRM does create some additional overhead that takes away from actual selling and engagement with the customer.

 

 4. What was your initial impression of Collabspot? Why do you love Collabspot?

When we began using Collabspot, we were looking for a way to reduce the overhead of using CRM, for myself as well as our sales team. We wanted a way to reduce the friction of using CRM so that our team can focus on customer engagement while still having all of the power of the CRM to manage, track and measure leads, opportunities and accounts.

Collabspot addressed all of those needs and then some. It allowed us to stay focused and work in our e-mail client. That is where we spend 90% of our time, while bringing all of the CRM history on the same screen. This is a big help. It keeps us from having to switch back and forth between email and CRM. This can save us hours of time per week.

 

5. What’s your favorite feature and why?

I love how Collabspot integrates CRM history and social media information  into my email display. When I receive an email from a customer or prospect, Collabspot shows the contact history right next to it.

Also, it brings to bear social media information on the contact such as their LinkedIn profile or Twitter activity. This enables me to interact better with the contact.

 

6. How has Collabspot made things easier for you and how did it help you close more deals?

Collabspot has made managing customer engagements in CRM much smoother. It is easier to create leads and opportunities directly from my email. Collabspot brings to bear my contact’s critical history and details right inside my email, making it easier to build strong customer relationship and closes deals faster.

 

7. What is the best sales tip you can share with other salespeople?

I often send useful content to engage to my prospects. If I see an online article or blog post written by or mentioning the prospect and their company, I often send emails regarding the piece to better connect to them. Using Collabspot’s email tracking and analytic features, I will know when my email is read and if it’s been forwarded to multiple people within the organization. From that I can infer some level of interest. This allows me to time my follow up call or emails when interest is at its peak.

 

8. Anything else you would want to share?

Collabspot is a natural extension of SugarCRM. Any small time investment of evaluating Collabspot should help your sales team quickly see the benefits.

 

To experience Collabspot for yourself, you can start a free trial here. Or you can contact us  for more information.