Did you ever need the social intelligence provided by Sunnytrail in other business applications?
Maybe inside your help desk, in order to learn more about a customer that just sent a support ticket?
How about inside your CRM, in order to learn more about a new lead?
Or inside your customer analytics application, to learn more about a power user?
All of this is now possible with the help of our new Google Chrome Extension which provides social intelligence about your customers inside your business applications.
How does it work?
The extension attaches a little icon next to the names or email addresses of your customers inside your business application. To learn more about a customer, just click the icon and voila: social intelligence about that customer at your fingertips.
What information is available to you?
All the elements that make up a customer profile in Sunnytrail are available:
job title and workplace
people the customer trusts
tweets about the brand that might caused the customer to sign-up
influence in social networks
topics of influence in social networks
What does this mean for you?
you can focus on what you love doing instead of researching, or wasting your time and energy switching applications to get the information you need to do your job
you are always prepared because you now know who are the customers that you are dealing with
you can use the time you save to accomplish more instead of spending it to get the intelligence you need
How can you get all of this?
Just install the extension and access your favorite customer centric business application (example: CRM, Mailchimp, Zendesk, Mixpanel, etc). You should see the Sunnytrail icon next to the email or name of your customers.
Can your support system identify VIP customers early enough? If not, how are you treating them in the meantime?
Today we’re releasing a feature that makes it super easy to always keep requests from VIP customers organized.
Why priority support?
When you have very few customers, offering the same level of rabid support to all of them is easy but this isn’t scalable as your customer base grows. So, you need a way to stratify your customers so that you can more efficiently focus your rabid support responses to the customers who you think will most likely yield the greatest return.
The problem is, how are you supposed to know which of the emails sitting in your support queue came from an important customer? We think this is an important problem because not solving it could lead to consequences that can affect the satisfaction of your high potential customers.
For example, consider that Sandy Wilbourn, the VP of Engineering from Oracle signs up in order to try a web application with his personal email address. During the first days, while he is trying the application, Sandy sends 3-4 support requests to the support team. Because Sandy is still in the trial period and he is using his personal email address, the support team fails to notice that someone from Oracle is contacting them. Since the team is busy replying to regular customers, Sandy will wait a long time to get an answer. The customer satisfaction drops and the likelihood that Sandy will churn increases.
To avoid situations like this one, we created a solution. So, today we’re releasing a new feature to help you prioritize support for high potential customers. It’s called “Priority Support”.
How does it work? In a nutshell, Sunnytrail processes all your support requests, identifies the most important ones based on criteria established by you and then forwards the right requests to the right support queues (in your support tool. i.e: zendesk, uservoice, desk.com, etc.)
For example, if you want your influential customers to receive priority support, Sunnytrail will recognize their requests and forward them to a dedicated support channel that you created for them.
So, how can you enable priority support for your customers?
segment your customers based on your criteria of importance (for example, people that work at oracle, or people that have over 2.000 followers, or people that have a Klout score over 50, etc)
save this group of customers as a new list
access your newly created list and go to the list settings menu. In the menu you will find an option called: Priority support. Follow the instructions and you are ready to go.
Want to get serious about delighting your VIPs? Check out the Priority Support feature in Sunnytrail.
“Duh! Thanks for stating the obvious.” - you might say. You’re right, the fact that some of your users are using your app more than others is more than obvious.
But do you know why? By asking your less successful users for feedback you can discover barriers that prevent them from being super users. This feedback can then enable you to:
improve the user experience
improve your pricing model
make better decisions regarding which types of users you should and most importantly shouldn’t target with your marketing efforts.
Today we’re introducing a couple of features that empower you to identify and engage the right users in order get the feedback you need to improve. Watch the video below to see how easy it is to do it:
We currently enable you to track just one type of interaction: login - but are soon going to enable you to track virtually any type of user interaction.
So, want to start tracking the interactions of your users with your app so that you can engage them based on their behavior? Here’s what you need to do:
If you’re new to Sunnytrail
Create an account
Login to your account and click the top right button to go through the integration steps
If you already have a Sunnytrail account
Login to your account, click the settings button (top right corner) and then click on “Integration”.
You’re now well equipped to get feedback from your users on how you can improve and help more of them to be more successful with your app. So, what are you waiting for? Get started now!