Fusedesk And Infusionsoft - Damian Qualter Fusedesk And Infusionsoft - Damian Qualter

Fusedesk And Infusionsoft

Fusedesk and Infusionsoft are like fish and chips (excuse the analogy if you’re not in the UK)….they are an awesome combination.

 
Damian Qualter:
Okay guys, welcome to tonight’s presentation. I think you’ve got to be really pleased and glad you attended tonight because what Jeremy is going to be sharing with us is something that I see so many business owners miss out on. And to be honest, it can be a lot more simple than what people think. I think if you get a few of these nuggets which Jeremy’s going to be sharing with you tonight right, it’s going to not only delight your customers, which we’ve promised to deliver to you tonight but also, it’s going to directly impact your bottom line in a positive way.

Damian Qualter:
I’m Damian Qualter. Obviously, I’m hosting this. I’ve got the easy job tonight. I just introduce people and make sandwiches and stuff. And I am very grateful to Jeremy Shapiro. I’m going to let him introduce himself. Jeremy, over to you and I’ll let you take the presentation over.

Jeremy Shapiro:
Awesome. Well, Damian, thank you so much for having me here tonight. It’s great to be with a bunch of like-minded individuals, fellow entrepreneurs, and business owners, people passionate about the world of Infusionsoft, who all share and want to have a commitment to excellence. Our presentation tonight will be around the topic of How to Wow and Delight Your Customers with a Commitment to Excellence. And if you have questions during our call, those do come up, you’re welcome to use the chat here, but I know many of us will be watching this video as a replay and as evergreen.

Jeremy Shapiro:
And so, I want to provide a number for you that you could use during tonight’s call as well as anytime if you’re watching this video. If you go ahead and text us at the +1 (415) 429-3375. Go ahead and just send us a text message with any questions you have during our call. My team is always behind that number, able to answer those questions as those come in, and that way, I can make sure we fill any questions that you have during our call as well.

Jeremy Shapiro:
What are we talking about tonight? Well, there are three main things we’ll be covering. Just, we’ll give you a little background information on what FuseDesk is and why I’m here talking to you guys tonight. The bulk of our conversation will be around a commitment to excellence case studies, and I’ll share the research that we’ve done into that around companies which we all want to be more like, who are really exhibiting a strong commitment to excellence. And then throughout that, we’ll be sprinkling in what I like to call the right questions.

Jeremy Shapiro:
Those are really the three main things we’ll be talking about. When I mention case studies, the case studies we’ll be talking about tonight, and I promise you, this is my busiest slide. None of them is this busy, but we’ll be talking about how one business scaled to tens of thousands of paid monthly subscribers but was able to maintain the human touch. We’ll be showing how savvy businesses continue to leverage automation with a personal touch. And this is both for prospects and customers.

Jeremy Shapiro:
We’ll be sharing how one pivot helped an eCommerce business rapidly grow their fan base of over 200,000, and how they supported an influx of new customers. We’ll be going over how each business that we highlight really shows a theme of going above and beyond, and what that actually means to a customer. And lastly, I’ll be sharing one of my favorite case studies about how you can differentiate between reactive customer service and proactive customer experience, and how one business that we’ll be talking about really baked that right into their core values.

Jeremy Shapiro:
Now, when I talk about right questions, how there’s a great quote that I love from Albert Einstein, which is, “If I had an hour to solve a problem and my life depended on it, I would use the first 55 minutes determining the proper questions to ask.” A theme that will come up as we go through each case study is I’ll be posing some good questions for you. And these are questions you’re going to want to write down. You’re going to want to think about after our call. You’re going to want to go back to your team and noodle around, and think about, and brainstorm, and then take action on based on what your answers are to those simple but powerful questions.

fusedesk and Infusionsoft

Jeremy Shapiro:
All right, so we talked about the case studies we’ll jump into, we talked about the right questions. What is FuseDesk? Well, FuseDesk, we are a help desk and messaging platform, and we help you to win more raving fans with the only help desk you’ll ever need. FuseDesk is an easy to use customer service platform for all of your channels, whether it’s just you as a solopreneur in your business, or you’re scaling up and growing your support team to a hundred support reps and beyond. FuseDesk caters to you and the entire Infusionsoft community.

what is fusedesk

Jeremy Shapiro:
When we say help desk, what that means is if you think about support tickets and cases, a way for your support team to manage your customer inquiries, we’re one platform for that, which means not just help tickets and support cases, but also email, phone, live chat, Facebook messenger, SMS, and so much more. We’re truly a multichannel sales and support platform to help you grow and build, and support your business. The best part is FuseDesk was built for and by us entrepreneurs. I’ve been a longtime Infusionsoft user now I want to say going on well over a decade, to 12 or 13 years, when I set out and built FuseDesk, it was really built for us Infusionsoft customers who needed a truly robust help desk and ticketing system that integrated deeply with Infusionsoft.

Jeremy Shapiro:
What does that mean? Well, this means when your customers are reaching out to you, you can really meet your customers where they are. When you have inbound emails that come into your team, whether that be to sales and support, that comes to the FuseDesk. Inbound SMS from your customers and prospects, new support cases from your website, Facebook messenger messages, live chat from your website, all these inbound things come right into FuseDesk for your team to handle in one place. Even better, we think about all the automated nurture that we do.

how fusedesk works

Jeremy Shapiro:
Think for a moment about the campaigns you built that sends nurture emails out to your prospects, that sends welcome indoctrination campaigns out to your customers, your SMS reminder campaigns, all these different things that you do to automate your outbound. Well, what happens when your prospects and customers reply to your email campaign, your email broadcast? What happens when they reply to your SMS campaigns and your SMS broadcast? Those all come right back into FuseDesk. Then what your team does is your team has met the customer prospect where they are and can respond on back.

fusedesk outbound support

 

Jeremy Shapiro:
You can respond directly by SMS, respond directly by email, Facebook messenger. Any of these things you do can reach back out to your customers wherever they are and the channel they’re on. And the best part is all that information gets stored right back into Infusionsoft. You can even empower your support team with powerful Infusionsoft tagging, Infusionsoft automation, and all of those correspondences go right back into Infusionsoft onto that contact record.

Jeremy Shapiro:
Who does FuseDesk help? Well, we help business owners. You get the visibility insights you need to see how well you and your support team is doing. This provides accountability and ease of use for your customer delight team. And the best part is it’s for your end customers, FuseDesk is transparent and easy to use. We don’t make your customer jump through hoops just to get the help they need. Your customers and prospects simply reach out to you on all the channels you’re already using, and your team’s right there to answer their inquiries and help them out.

why fusedesk

Jeremy Shapiro:
Why FuseDesk? FuseDesk was built for and by us entrepreneurs, you have near-instant onboarding for your entire support team. You get to meet your customers where they are. And the best part is FuseDesk, by design, is very deeply integrated to Infusionsoft. Now, I’ve mentioned that a few times. What does that mean? Well, for example, right from Campaign Builder, you can go ahead and create a new case right inside of FuseDesk. This way, when your team, let’s say, has a task to do like to follow up with the customer on a billing decline, to welcome a new customer, any of these kinds of things, Infusionsoft is able to reach into FuseDesk and create a new case for your team.

Jeremy Shapiro:
This also means you can run Infusionsoft automation right from FuseDesk. While you’re working on a case on FuseDesk, you can run a legacy action sets. You can apply Infusionsoft tags to kick off automation in Campaign Builder, you can tag your contacts and so much more. You can even leverage all of your Infusionsoft merge fields. For example, if you’re running a membership site, like many of us do, you’re going to have that username and that password stored in Infusionsoft, you can merge all that information in for your customer support team to use when corresponding with your customers.

Jeremy Shapiro:
When someone, for example, says, “Hey, I can’t log in. How do I get in?” Your team just pulls up right there in the FuseDesk, the right template, and we merge the information about that customer so they can log right into your membership site. All that case history, as I mentioned, is saved back into you into Infusionsoft. Now when you or your team is inside of Infusionsoft looking at a contact record, you can even see all of the support correspondence and sales correspondence your team has had right on that contact record in Infusionsoft.

fusedesk and membership sites

Jeremy Shapiro:
Now, I’ve mentioned memberships a few times. At FuseDesk, we love membership sites and we integrate so beautifully. If you’re running AccessAlly, Memberium, iMember360, WishList and more, FuseDesk beautifully integrates to your membership site, allowing your customers and your members to do a lot more with your support team to get the help they need. The best part is from a design standpoint, instead of teaching your support staff multiple systems and all the depth of Infusionsoft, which we know can be pretty complex just to onboard a new team member, your team has two simple screens to work with.

Jeremy Shapiro:
The first screen to learn about is their Case Queue, and this is where they manage the different cases that are assigned to them. And they have quick access to stats and key metrics that matter. And the second screen is working on one of their cases, handle a case, work on the next case, handle a case, work on the next case, and so on. That’s all your team has to learn, and yet they get all the power of having Infusionsoft behind the scenes for all the automation, fulfilment and everything else. What this means is you get to focus on your customers, leverage your CRM and everything you’ve built in Infusionsoft, and you and your team can do more faster.

Jeremy Shapiro:
As we go and dive on in here to look at more about what that means and cover our case studies, I want to welcome you to actually follow along. You can get a free FuseDesk app.

Just go to a FuseDeskDemo.com/DQ. And if you have any questions during our call, as we go through the case studies, I welcome you to text us at the +1 (415) 429-3375. If you go to FuseDeskDemo.com/DQ, you can actually get your demo app and do some of the things we’re talking about as a hands-on workshop as we go along.

follow along

 

Jeremy Shapiro:
At FuseDesk, when we look at our bigger picture of mission and purpose, our mission is that we’re really empowering entrepreneurs’ commitment to excellence. Think about that for a moment. You didn’t get in business to do a terrible job at what you’re doing and move on to the next customer. You didn’t sign up and show up for our call today because you don’t care about your customers, right? You like we, like Damian, have a real commitment to excellence. And at FuseDesk, we are empowering our fellow entrepreneurs’ commitment to excellence.

fusedesks commitment to excellence

Jeremy Shapiro:
And with that, we ended up putting together our Commitment to Excellence program. I was at an event a few years back, we’re members of 1% For The Planet. And each year we all get together at a global summit. And I was out in Portland and out for an early morning run across the bridges. They have that go from the center of the city out and back, and up and back, that was exact up and back across these gorgeous bridges at a morning dawn run. And I realized that our customers who are using FuseDesk to gather feedback from the customers are really getting a trackable metric, a real key performance indicator for how well they’re doing.

Jeremy Shapiro:
Which means that we can help customers to self-identify if they’re in that top echelon of companies who are not only asking for feedback from their customers and getting feedback from their customers but are getting consistently excellent ratings. And if we can help customers to self-identify of who’s doing a great job caring for the customers, there’s probably a lot we can learn from it. And so, we put together our Commitment to Excellence program.

Jeremy Shapiro:
The idea is that when FuseDesk customers self-identify based on the actual data of having a consistent track record for six months or more with a statistically significant volume of cases, with a consistent rating over four and a half stars out of five stars, they can earn our award, their Commitment to Excellence Award. And we can feature them. They can link back to that and tell their customers, “Hey, look, we earned this Commitment to Excellence Award, read more about what it takes to get that.” And we can find out what those best practices are.

ratings and feedback

Jeremy Shapiro:
See, in FuseDesk, you’re able to configure your ratings and feedback. You can go ahead and configure how long after a case is closed to wait until you ask for feedback from a customer, you can choose what percentage of cases you want to ask for feedback, how long to wait before asking someone again and what template to use when getting feedback from customers. Simply turning the system on in FuseDesk, which we help you to do automatically during onboarding, means you can start gathering data on how well you’re taking care of your customers. Brilliant, right?

Jeremy Shapiro:
If you’re wondering, what can I do to improve retention, customer lifetime value, and reviews? What do you think that might be? How can you improve retention, customer lifetime value, and reviews? This may not come as a surprise. You’re probably already doing this and that’s why you’re here today. But it all comes down to taking excellent care of your customers. And there’s a quote that I love that sums us up really well. And that’s, “If you don’t take great care of your customers, someone else will. If you don’t take great care of your customers, someone else will.”

take care of customers

Jeremy Shapiro:
You see, one thing that many businesses forget about is that excellent service can actually be a profit center. If you’re looking at your accounts and your business, and you’re doing your books, and you see the cost of your customer service team as an expense, then you might be doing something wrong. Right? Let’s look at how your customer service team providing excellent service can actually be a profit center in your business. You see, and when we’re talking about service and support, that’s not just after someone pays you money to become a customer, this also happens before the sale too.

Jeremy Shapiro:
You see, support happens before the sale in a few ways, your prospects have presales questions. You should be having live chat on your landing pages, on your shopping cart, on your order forms. When your customers have actually purchased or are going through that order process, you have an opportunity for upgrades and add-on sales in your cart. When you have prospects on your website looking at your product pricing page, they probably have questions for your team. Even if you just expand the definition of where support team helps out to include the presale side of things, already you can start seeing ROI and more sales closed just by having the right team with the right tools in place.

prepdish

Jeremy Shapiro:
Let’s jump into how some businesses out there like yours are doing just that. The first case study I want to dive into is a company called Prep Dish. Prep Dish has a whole program where they share a shopping list where you can go shopping for the week and get all your groceries, do all your prep work on, for example, a Sunday. And then the rest of the week, all the prep work is done. When it comes time for a healthy nutritionist dinner, you go to the fridge and you’ve got your chicken and vegetables already chopped up, and already marinated. Boom, you go ahead and finish up that dish and your family has a wonderful meal.

Jeremy Shapiro:
The next night you go into the fridge and you already have the other vegetables and the leftover of the chicken from the first night. And you pair that with a side that you had crept, boom, you got your next meal ready to go. And their clients are families who are looking for healthy, nutritious meals that want to go shopping once a week, do all the prep work once a week and have healthy, nutritious meals every single night during that week, without starting from scratch every single time.

Jeremy Shapiro:
With Prep Dish, they were scaling to tens of thousands of paid subscribers. Keep in mind, Prep Dish, they use Infusionsoft and FuseDesk in their business. And so, they’re really a membership continuity program with tens of thousands of paid subscriptions in their Infusionsoft app. One of the things that were important to them was to keep that human touch. Now, as their subscriptions grew, Melody, who is heading up support there, got a taste for really how to maintain a level of access and flexibility when their customers needed help. FuseDesk was there for them equipped with templates and automation that were as able to help Melody’s customer service team put their best foot forward.

Jeremy Shapiro:
One of the things that they shared with us is that we have to aim for efficiency, but I want to see us maintain the human touch. It makes the work a little more involved. You see, we’ve all had that crummy support experience where you reach out to a company and they do everything they can to prevent you from connecting to the customer service team. Well, Melody and their team really want to make sure that they had a human touch every step of the way. And they recognize that it takes some work to do that. But with FuseDesk, they were able to really put the right systems in place so that you could scale efficiently, with a small, lean team supporting tens of thousands of paid subscribers.

Jeremy Shapiro:
When we talk about maintaining that human touch with systems, one of the things that you can have in FuseDesk is personalized support templates. Here, for example, if you have a, for example, in the eCommerce business, a subscription-based e-commerce business, you can have a great template here using what you recognize is Infusionsoft merge fields, right? That let’s say a customer didn’t get their monthly ship, your team can have a template here, “Thank you so much for the email. I’m sorry you didn’t get your monthly shipment. We show your subscription having last shipped on this date to you at this address. Can you confirm that’s the correct address so we can ship out a replacement package to you right away? Signed from that support rep.”

human touch at prepdish

Jeremy Shapiro:
Now check us out, the team is able to personally to personalize this template and modify it as needed, but the heavy lifting is done. Everything they have to type this here. They could pull this template up, click send and move on to the next case, and that will be good enough. Or they could modify slightly based on what the customer said, right? You’re leveraging the technology to maintain a human touch. Now, this can go one step further. This is supporting a customer, but what about retention? You can have that same style template. And when you have someone who’s reaching out to you to cancel their paid membership for your membership platform or their paid subscription, you can now go ahead and have a customized retention offer for them based on the reason they’re cancelling.

Jeremy Shapiro:
Now, in our research, we’ve found there are four main reasons or categories of reasons that customers cancel a continuity program. And if you certainly put together one template for each of those categories of cancellation, you can put the right copy in place one time, and now you’ve empowered your support and delight team to retain and keep those cancellations with you longer. My question for you is how do you maintain the human touch? This is a question you want to write down to go over with your team. What can you be doing to maintain the human touch in your business?

Jeremy Shapiro:
A few ideas for you? One is we always talk about how you can automate your nurture and outbound. Look, that’s probably one of the biggest reasons you’d have Infusionsoft, right? You can build and architect, these gorgeous campaigns with complex and powerful business logic to get the right emails to the right customers at the right time. That’s really great for your automated nurture and your automated outbound, but you want to encourage inbound. You want to encourage your customers to reply to those emails, to respond to the SMS message, and to get back to you and your team. And you want your teams to be prepared for that inbound.

Jeremy Shapiro:
And the key piece here is when that comes in, you want to leverage your templates so you have the right templates in place, so your team can use them, but still personalize them both with merge fields and custom fields, but also by avoiding just an automated template that goes back and letting your teams start the template, but personalize it more from there. I’ll give you an example of what I mean by that. Let’s say you have your billing automation all set up, someone’s credit card declined for the renewal, an email goes out to them. Good. You’re doing some really great automated outbound.

Jeremy Shapiro:
Now that customer responds back and they say, “Oh, thanks for the email. I’m sorry, the card declined. I’m on vacation now with the family in Madrid and my credit card was stolen. I have a new one on the way. I’ll take care of it when we’re back next week.” All right, no problem. You don’t want to have a cold email template that is insensitive to that. Your team can start with that template but then personalize, “Oh my goodness. I’m so sorry to hear your card was stolen. Totally understand. Have a great rest of your trip to Madrid and touch base with us in the week when you get back.” And then the rest of the email template is that. Your team is still able to be personal with that human touch, but leverage the power of that template. Good.

rockwell trading

Jeremy Shapiro:
The next case study I’m going to share with you, when we were looking at our clients that were doing a phenomenal job taking care of their customers, Rockwell Trading came right up to the top of their list. Rockwell Trading, there, they teach their customers how to work the markets, how to trade, and how to actually have a systemized approach to working with the stock market. Now, their business scaled up. They do, not only webinars, but they also do live in-person training sessions and training programs, and then have an online community and online component as well.

scaling

Jeremy Shapiro:
Well, they quickly scaled up to over 340,000 customers in the Infusionsoft app. Now keep in mind, I’m not talking about prospects or contacts in Infusionsoft. I’m talking about over 340,000 paid customers in their application. That’s tremendous, right? When you think about the scale of business using Infusionsoft. One of the things they shared with us is that we have the right team at the right size. We’ve added live chat, but I had to be sure there’s always someone behind that chatbot. Yeah. And one of the themes here is that automation can’t do everything. You still need people.

Jeremy Shapiro:
We’re not talking about putting a chatbot in place to just take messages. We’re not talking about a chatbot and just deflect all the inquiries, and guide folks back to automated answers. We’re talking about having real humans behind the scenes able to help out when support is needed most. What does that mean? Well, one of the things they were sharing with us in terms of where you can’t automate, but their team went really above and beyond because they were sharing a story about how some prospects were coming to a live training from out of town, and our team helps them with hotel arrangements. They go above and beyond, from initial inquiry, every lead is treated as a customer.

Jeremy Shapiro:
Think about this, you have a perspective customer flying in from out of town, needing to figure out where they can stay, what hotel they should go to, just to show up to a prospect event before they even become a customer. That’ll be easy to say, “That’s not my problem,” but that’s not what they do. They really maintain that human touch. They went above and beyond to treat that lead, who hadn’t even spent a penny with them yet, they treated that lead like a VIP paid customer in FuseDesk. And that got the prospect to the events to then convert and become a high-end VIP paid customer. You treat your prospects like your customers, it goes a long way.

fusedesk accountability

Jeremy Shapiro:
One of the key things they shared with us as well is that they have one system with accountability. In their words, “FuseDesk is an active game changer. I can’t imagine having to do all of this in infusion Infusionsoft alone or with a different system. FuseDesk puts all the pieces in place and holds our team accountable.” The accountability is key here. And so, one of the questions I want you to think about as you write this down and go over with your team, is what are you doing to hold your team accountable? How do you hold your team accountable?

Jeremy Shapiro:
Some ideas for you is you can look at a few metrics. Some accountability suggestions are to look at your time to first response. Meaning you look at how long it takes from when someone reaches out to your team until they hear back the first time. Right? We all know the experience of being a customer and reaching out to a company, and not hearing back for two weeks, right? That’s not a good experience. We also, on the flip side, if you’ve ever reached out to a company as a customer, you reach out and boom, they get back to you right away.

Jeremy Shapiro:
I don’t know about you, but one of my favorite things to do as a customer these days, is I find a brand on social media, on Facebook, for example, on Messenger, and I just messaged their team right there in Facebook Messenger, right? I’m not going to their website and look for a contact form and writing an email or calling a phone number. I find them right on social media. I reach out to them and I ask my question there. And it’s really interesting to see how many companies get right back to you with a real human response. How many just have an auto responder in place, and how many simply never get back to me as a customer. A really great metric to look at is what’s the time of that first response.

Jeremy Shapiro:
The second key metric to look at is what’s the time to resolution. How long does it take your support team or your sales team, or your delight team to resolve an issue, right? Not just get back to or deflect the issue, but fully resolve the issue to the customer’s satisfaction. And the last thing that I want to suggest to you from an accountability standpoint is looking at case ratings and case feedback. How well are your customers rating your team and what kind of feedback are your customers and clients leaving for your support team? That data can be really, really insightful.

Jeremy Shapiro:
In fact, we think that information is so valuable and so insightful, it shouldn’t just be for managers and the business owners, it should also be visible to your entire team. Which is why within FuseDesk, in any one of your case queues, we provide at a glance, key metrics that all of your team members can see that live update for them. You can see at a glance how long it takes to assign a case, first respond to a case, fully resolve a case, and what the case rating is for those queues. If you’re looking at a membership department, case queue, for example, you get the stats for that department. These stats are shown on a per department basis, on a per rep basis.

Jeremy Shapiro:
Your support team members looking in their own inbox can see exactly how well they are doing, so they can hold themselves accountable, hold each other accountable in their departments, and know-how you hold them accountable. That data and those metrics aren’t just for looking retroactively looking back, it’s looking live operating metrics as your team assigns first response to resolves and gets ratings from cases. This allows you to course-correct early, and we provide a really great, really great training, if anyone’s interested, if you manage support teams in terms of what metrics we’ll look at and what to do to course-correct your team.

concerned patriot

Jeremy Shapiro:
The next case study I want to share with you is from a company called ConcernedPatriot. This is actually a really interesting business. They started out in 2010, offering green energy solutions for environmentally conscious individuals and companies. They’re promoting energy independence from big utilities but realized that the individuals who are most interested in energy independence were of a certain niche that was really much more interested in prep, in terms of being prepared now, surviving a situation later. They pivoted their entire business based on the market that they were doing a really good job attracting.

Jeremy Shapiro:
They ended up becoming a hybrid of a survival blog and truly an affiliate marketing machine. They quickly grew to hundreds of thousands of Facebook followers. And you can find these guys not just at concernedpatriot.com, but at ConcernedPatriot on Facebook as well. And you can see what a tremendous following they have and how they’re great at content and affiliate marketing. And one of the great things I love that they shared with us as we interviewed them, was that what’s key to them is how important it is to keep your customers. I love this perspective.

Jeremy Shapiro:
They shared, “We’re not here to make a buck and move on to the next person. This belief has to be the top of your list if you want to stick around. The more customers you can keep versus acquire, the better off you are. The more customers you can keep versus acquire, the better you are.” Think about this, if you know your numbers and your business, you probably know your cost per acquisition, right? How much money you’ve got to spend on average to get someone to spend money with you. Each time you spend that, that money is gone and you have a new customer. If you keep someone with you longer and increase customer lifetime value, it’s far easier to keep that customer than have to go out there and find that next customer. Keep your customers.

Jeremy Shapiro:
A theme here that we saw comes up again and again, is going above and beyond. ConcernedPatriot shared this great story with us about how one of our customers receive a smaller backpack in the mail and was unhappy with the size of their backpack. We had bigger backpacks on the way, and I explained when they come in, we’ll send one out to you at no cost, right? That’s taking good care of your customer. The steps are a reminder to take care of that customer, are built into FuseDesk and Infusionsoft.

Jeremy Shapiro:
You think about this use case, a customer reaches out and your team decides to do the right thing and just say, “Yep, we’ll ship you the bigger one when they come in.” It’s easy to lose track of that, but using a FuseDesk, you’re able to snooze the case until there’s a future date, you’re able to apply case tags saying that this customer is waiting for a back-ordered backpack, one, two, three, four, whatever your UPC is for that. And you’re able to then, when those backpacks come in, pull up all the cases related to that and take care of those cases in bulk. That’s having the right system in place to take care of your customers to really go above and beyond.

how empowered is your team

Jeremy Shapiro:
And so, my question to you is how empowered is your team to go above and beyond? If you’re familiar with the brand Zappos, they’re one of the leaders in this area of taking phenomenal care of their customers. One of the things that they have for their support teams is their frontline support team is empowered to take care of customers. If something’s going to cost a hundred bucks or less, you don’t need to ask your manager, just do it, just take care of that customer. If you’ve got to ship out a replacement item and eat the cost of shipping, just do it. Right?

Jeremy Shapiro:
When you’re able to empower your team, they can do the right thing without waiting for a manager or checking an SOP, or saying no to a customer. Find a way to say yes to do that right thing. You may have heard the story about Nordstrom’s, how it was one of the legendary stories in the world of customer service. Nordstrom’s, as a luxury brand and retail outlet, would have customers come into their store and they were very generous with their return policy. In fact, they had a customer come in one day with a set of snow tires and they wanted to return their tires for their car.

Jeremy Shapiro:
Now, if you’ve ever been in a Nordstrom’s, there’s not an auto care department, they don’t sell tires and that’s not something they do, but they graciously went above and beyond and took care of that customer, accepted the return of the snow tires and helped that customer get store credit to buy something else. And they really went above and beyond, even though this customer didn’t realize they didn’t even buy this product at that store. What can you do to empower your team to really go above and beyond? And this theme comes up again and again.

access1source

Jeremy Shapiro:
The next case study I want to go over with you is from a company called Access1Source. Access1Source, they are a payroll company. If you think about how you pay your employees, Access1Source is the kind of company you work with to handle the direct deposit, the payroll, the onboarding of new employees, and getting them into your system. And keep in mind, there’s a few really large players in the payroll space. Access1Source said, “What sets us apart is our relationship with our customers.” Right? If you’re one of those huge big payroll companies out there, one of these big global companies that own much of the marketplace, it’s hard to have a relationship.

customer support

Jeremy Shapiro:
But Access1 shared, “In a day when most customer service is trying to manage through an automated attendance, to hopefully talk to a human five minutes later,” and we can all relate to that, right? “We provide an experience. It’s our personal connection with a customer.” What are some of the ways that you can do that? Well, with FuseDesk, for example, you’re able to personalize things. You can go beyond just personalizing our email templates, but you can really personalize the live chat as well.

live chat

Jeremy Shapiro:
For example, if you have someone logged into your membership site and they clicked a live chat, you can actually know who they are. And instead of asking them for their name and their email, and everything all over again, from scratch, the live chat where you can already know who they are. When your team goes to help them, you’re just right into the support. You’re not asking them for information that you already have access to. You’re able to go and personalize it and really maintain that human connection. Think about that for a moment. If you have a membership site, you can offer a VIP member support.

Jeremy Shapiro:
Your member’s login to your site. They can just click, ask a question and be connected immediately to your support team without filling out forms, without sending emails, without jumping through hoops. They can just right there on live chat, ask a question to your team. Beyond that, we empower your team, not just to know who they are, but all the information you need to know about that particular member, customer prospect. Not just our system information like what kind of computer they’re on, what browser they’re on, where they’re located, but you can even have what their membership level is.

Jeremy Shapiro:
You can have additional information about them, for example, when they last logged in, what kind of permissions they have, who they are. You have immediate access to their entire Infusionsoft profile and more. This empowers your team with the right information at the right time, to provide your customers and your members with the support they deserve. And setting this up is actually super easy. Right inside of FuseDesk, you head over to your chat settings and you click to create a new chat, and you live chat with it. You then can go ahead and customize that, choose the right theme, color, style, icons, and a whole bunch of different options to really personalize your live chats, your brand and your site.

Jeremy Shapiro:
And you can live preview just what that looks right inside of FuseDesk. And then you go over to your membership site or your public-facing website. You can drop the code in, or if you’re using WordPress, like most of the internet does these days, you simply add our free plugin to your site, and then you choose your options. What department should new cases go to? Which live chat widget do you want to use and more? And then boom, instantly, you’ve got our live chat widget on your website, which is available by the way, beautifully, both for desktop as well as for mobile, and your customers and your members are now able to start working with your team just like that.

Jeremy Shapiro:
In just a moment or two, you have live chat, live on your website for free to support your clients, your members, and your prospects. My question to you to write down for your notes is how can you meet your customers where they are? What can you be doing to meet your customers where they are? Well, some ideas for you. One is to offer SMS support. In this day and age, I can’t tell you how amazing this is as a customer, to send text messages to businesses and get the support that I need as a customer, and truly have that two-way interaction with the business, knowing I’m getting the full support of their team, just from my phone. No hoops to jump through, just a text message. Offer SMS support to your customers.

meeting your customers

Jeremy Shapiro:
Offer Facebook Messenger support, especially if you’ve got a good following on Facebook. If you’re doing content, if you were building your Facebook audience, you bet that your customers and prospects are what are going to want to engage with you. Offer live chat on your website. If your prospects and customers are on your site, looking to do business with you or get support, make sure they can simply click and get live chat right with your team. Additionally, manage support as a team, right? Gone are the days of saying, “Oh, email Bob for support, talk to Susie for support,” right?

Jeremy Shapiro:
Make sure when everything comes into one email address, that your entire team can access that. Continue to use personalized email templates and make sure all of your emails come from one centralized address, like infoapp, supportapp, et cetera. What do I mean by that? Well, this is easy. When you have your outbound emails, you keep them all personal. They come from the face, the name of the business, right? Like here’s Tyler’s name, right? This is a very personal message going out as a broadcast.

Jeremy Shapiro:
But what do you notice about this, the top of the email here? What do you see? Well, that email address is the support address. In the inbox, it still shows up that Tyler sent an email to Jeremy here, but the email address that this is being sent from is a generic support email from say support@ or info@ address. And that way, that can all come right back into one place. You stay personal, but your team is able to manage that support.

lost empire herbs

Jeremy Shapiro:
The next case study I want to go over with you here of a company just killing it, taking great care of their customers with a strong commitment to excellence. Here’s Lost Empire Herbs. And one of the great things they said here is a theme that we’ve touched on a few different times that I love. Logan shared, “We don’t have a sales team. We don’t have a sales team. Some customers need a little help handholding, and so our service reps help with sales at times, too. The prospects need help to be guided towards the right choices.”

Jeremy Shapiro:
We talked about it earlier, about how businesses treat their prospects like customers. We talked about how Marcus and his team, somebody who hadn’t even purchased yet, they were treated like a VIP customer and then they became a VIP customer. You have one team handling things, both presale and the post-sale, right? When you have everything I want to spot, your team can do a great job providing that VIP white-glove service, both to prospects and to customers.

reactive v proactive support

Jeremy Shapiro:
And one of the things that were really fascinating about how Logan put this so succinctly, as he shared that the difference between reactive service and proactive service. Logan shares, “Service is reactive. Customer experience is proactive. It means doing what you’re doing by design. It’s about wowing the customer.” You think about this, do you view customer service as your team sitting there waiting for a customer to reach out with a problem, or do you view your job to create the customer experience so you can proactively reach out proactively connect with your customer, and wow them?

Jeremy Shapiro:
One of the ways we can think about this is the difference between tasks and cases, right? Cases allow you to track a task from start to completion. Think about, for example, a billing decline. If you have billing automation set up in Infusionsoft, and goodness, I hope that you do. When someone’s subscription or membership declines, you’re going to have an email that goes out saying, “Hey, your renewal declined, click here to update your credit card.” That’s great. But what happens when the customer doesn’t update that? Right? That’s lost revenue for you, especially if that goes on for months and months when it could just be better than the email address, right?

Jeremy Shapiro:
When you create a task as a case, your team is able to track that holistically, not just as an email, but an email and you can go through multichannel. Now you can follow up with a phone call. You can reach out by an SMS text message and do whatever you need to do to engage that customer and meet them where they are. With FuseDesk, you have beautiful workflow automation. You can take that task and track that multichannel approach from start to finish, with transparency and accountability. No longer does anyone on the team need to wonder what’s happening with receivables, you can see right where that is. No longer does your team have to wonder what’s happened with these upgrade offers, you can see right where they are. And this is truly multichannel, meaning SMS, email, phone, and so much more.

Jeremy Shapiro:
How do you do that? Well, right from Infusionsoft Campaign Builder, you can go ahead and create that case. Let’s say you want to have a welcome call to welcome new customers. Let’s say you want to have a billing decline call. Let’s say you want to have an upgrade offer. Any of these different things that you’d handle as tasks or opportunities, you can now create as a case inside of FuseDesk. Some ideas for you to jot down in terms of creating a proactive experience is you can have welcome calls for all new customers. You wouldn’t believe how powerful it is in terms of retention. It’s tremendous.

proactive customer support

Jeremy Shapiro:
You have a VIP repeat buyer program. Zappos does this, Logan at Lost Empire Herbs, we were just talking about, they do this as well. They have a system, they’re an eCommerce business in Infusionsoft, that when someone buys for the first time, they’re tagged as a first-time buyer, and they have a campaign for first time buyers. When someone buys and they have the first-time buyer tag, they remove the first-time buyer tag and apply the second time buyer tag. And there’s a whole campaign there. And this goes on for the third time. And when someone buys the third or fourth time, boom, they’re now tagged as a VIP customer who’s purchased multiple times.

Jeremy Shapiro:
And man, the world of experience you have as a VIP customer is huge. With Zappos, it means you suddenly go to getting free shipping. At Lost Empire Herbs, it means you get early access to new products and new programs. When Logan does limited edition runs on products, they’re able to offer those just to their VIP customers first. That is powerful. Something else you can do is non-usage or usage-based automation. One moment. What usage or non-usage-based automation means, is if you have someone who’s not using your program, you may want to reach out and bring them back into using your system.

Jeremy Shapiro:
For example, if you’ve got a membership-based program, every time someone logs in, they’re going to be tagged and reset the date when they last logged in. And if they stop logging in but they’re still paying for your program, you may want to reach out and remind them to log back in and continue with the training program, right? Because someone who’s not using your program and isn’t getting value from it, that’s a strong signal that they may be cancelling soon or not finding value for your program.

Jeremy Shapiro:
On the flip side, somebody who’s using your program quite a bit, that’s an indication of someone who may be right to upgrade or enrolled a higher level. A very, really good customer, a good member with you. And that’s a really good signal. And you can do some tremendous automation in Infusionsoft to create the right cases at the right time. And most importantly, from a proactive standpoint, you can anticipate and resolve problems. For example, if you have a continuity program or membership-based business, Infusionsoft has great automation for expiring credit cards.

Jeremy Shapiro:
You already know ahead of time, if someone’s credit card is going to expire, you already know about that. You can proactively reach out to get updated billing information so the future renewals will continue to go through. Right? By the same token, if you know that typically, somebody who, let’s see, hasn’t logged in in two weeks and isn’t clicking on your emails, there’s likely to cancel. You can create a case in there ahead of time. If you know that you have a brand-new buyer who hasn’t logged into the membership site within 36 hours, you can create a case for your team to reach out to them, to help them get logged in. All these are different ways that you can have your team proactively reach out and provide a great experience for your customers.

Jeremy Shapiro:
When talking with Logan and interviewing him and his team, one of the things they shared with us is that half of our testimonials speak directly to one of the three pillars in their business, like their core values. And very often, customer delight comes up in their testimonials. One of their core values, one of their pillars is taking phenomenal care of their customers. And that comes up again and again in testimonials. Do your core values come up again and again in your testimonials? Do your customers talk about what great support and what a great experience they’re having with you? If you have a commitment to excellence, you’re going to see that again and again.

braintap

Jeremy Shapiro:
My question to you is how is the service part of your culture and values? How is the service part of your culture and values? All right, the next study I want to share with you guys is from a company called BrainTap. BrainTap has a tremendous mobile app that you’re able to download to your phone and get really good guided meditations, really good guided programs to help you to distress, to maintain focus, to relax, to get to sleep, to do whatever you need to do to perform at your best and get where you want to be, using really powerful neuroscience as well as recordings, which stream down and come right to you in your app.

Jeremy Shapiro:
One of the things that Patrick and his team shared with us is how important it is to listen to your customers. Patrick shared that, “FuseDesk helps us to organize our product roadmap.” This was cool. “We’re documenting what our current users want and need. BrainTap today is a different product than it was a year ago. It’s a totally new design specifically based on the feedback we received in FuseDesk.” How are you organizing your feedback from your customers to guide your product roadmap? They’re doing a tremendous job.

Jeremy Shapiro:
Now, at any given moment, The BrainTap team has over 38,000 simultaneous listeners streaming audio from their servers onto their phone using a BrainTap program. This isn’t their customer base size. This is a simultaneous active listeners streaming audience. “If a session isn’t playing, we’re going to hear about it.” He said. “We have a 1% churn rate. Our goal is to have a seamless, no-friction user experience from the moment someone downloads our app. We’re trying to distress people. We don’t want our app to stress people out.” Right?

Jeremy Shapiro:
Think about that. They’re focused on a no-friction user experience, a smooth customer experience. They’re trying to distress. The last thing they want to do is stress people out. One of the things they’re able to do if when customers are on their site and starting to fill out a question to contact them, this is actually what the FuseDesk plugin and looks like when it’s on your site, how can we help you? You can customize this, of course. As your customers or prospects are typing a question, we automatically suggest the different posts and FAQs right from your site. And this respect, by the way, at different membership site permissions.

autosuggest articles

Jeremy Shapiro:
If someone is a gold member with versus a silver member or a VIP member, we pull back suggest their articles that they have access to. How do you do this? Well, this is easy. You simply log into your WordPress out of your membership site. You create a new post or a new FAQ. For example, for Success-Con, which was what’s the best way to get to the airport from the hotel? You type out that post, save, publish. You now have a post on your site with just that FAQ. Now, when someone’s on the site, they come to the support page. Just add a support page to your site with the information the team needs to know to contact you. And now when someone texts that question, boom, it comes up. Super easy to do. You can get your FAQs online with your customers. Deflect them to the right FAQs with these.

Jeremy Shapiro:
And one of the things that they shared with us, which comes up again and again, that I love, is about an attitude of service. He shared, “You need to take an attitude of service, truly help people. Then you’ll make money. If your focus is on the money before people, you’ll always fail. Come first with your heart, and then follow it up with your brain. Come first with your heart, then follow it up with your brain.” That’s one of my final questions for you today. As we put this all together, is how are you encouraging an attitude of service? How do you encourage an attitude of service to the team, so you can help your customers with your heart first? Go over that with your team.

fusedesk summary

Jeremy Shapiro:
Let’s put this all together. Your takeaways and your notes just to add to these, one, is make sure you’ve gone and gotten your free FuseDesk app. You just go to getFuseDesk.com/DQ. You can get your very own free version of FuseDesk and start using this today with live chat and start taking care of your customers right away. Go set up live chat on your websites, and especially your sales pages. You can start converting more prospects right now, today, just by having live chat on your sales page.

Jeremy Shapiro:
Enable SMS, Facebook Messenger, PlusThis, Fix Your Funnel and so much more. Turn on and enable case ratings and feedback. Start finding out from your customers just how well you and your team are doing. But most importantly, you’ve taken some really good notes in our call today, and I applaud you for that. But you got to do something with that. Take your ideas and your notes, and go execute on these. Go put these into practice today.

get fusedesk

Jeremy Shapiro:
Right now, you can connect Infusionsoft to your help desk, your email, live chat, Facebook Messenger, SMS, and so much more. Go get your free FuseDesk app. If you have questions that you haven’t already asked on our chat and during our call today, do text us. Even as you’re watching this video replay, our team is still standing by.

You can text at +1 (415) 429-3375, and ask us your question.

Or go experience this, play with it yourself, get a free FuseDesk app at FuseDeskDemo.com/DQ.

Jeremy Shapiro:
Start playing with FuseDesk and guess what? When you’re logged into FuseDesk, there’s going to be a live chat button there on the bottom corner. You simply click on that and our team is right there to support you in your FuseDesk app, with the questions you have about how to take great care of your customers today. With that, Damian, thank you so much for having me on the call today. It’s always great connecting with fellow entrepreneurs in the Infusionsoft community about how we can really show a commitment to excellence and do a great job out there, and take phenomenal care of our customers. We all believe that I know you do, and that’s why we’re all here today. Thank you.

Damian Qualter:
Thank you very, very much, Jeremy. That was superb. What I really, really like about the presentation is the case studies, because I think the big takeaway for a lot of people, as some of the success stories you shared today, is just quite simple things can have a massive impact to growing a really big business. And it was really interesting to hear those case studies.

Jeremy Shapiro:
Small hinges swing big doors. And I’m a huge fan of small hinges. When we can do something really simple in our business, that then makes a huge impact, especially when you’re talking about Infusionsoft and FuseDesk, or you’re working with automation, that now scales from your first customer to your 1,000, 10,000, 100,000. When you get to customer 1 million, that automation is working just as hard for you as it did on customer one. And these things scale, you just put those small hinges. And now when you do a product launch, we love doing product launch prep.

Jeremy Shapiro:
Working with businesses, as they get ready to roll out a product or do a new product launch, you put these little things in place up front, and your launch goes so much smoother. It’s tremendous.

Damian Qualter:
That’s right. A couple of questions just while you’ve been presenting is, what will the CRMs does FuseDesk if it’s all work with?

Jeremy Shapiro:
Yeah. Great question. Initially, out the gate, FuseDesk was built for Infusionsoft and we worked only with Infusionsoft. And over the years, when we looked at the biggest reason that customers would leave FuseDesk, it was because they were moving off of Infusionsoft to some other platform. And that killed us, that everyone loved us, but they couldn’t use FuseDesk and Infusionsoft. One of the things that we did is we actually we call it standalone mobility, is this was unbelievably complex to do. It took our team over nine months to detach everything.

Jeremy Shapiro:
But FuseDesk, you can now start using FuseDesk from the get-go without a CRM at all. And if you are using Infusionsoft but your business grows, you’re moving off of Infusionsoft or whatever, you can easily right inside of FuseDesk, disconnect from Infusionsoft, and FuseDesk continues to work and allow your team to provide normal customer delight and customer service. Additionally, we now also beautifully connect to ActiveCampaign. We have Ontraport in the works and move into our beta testers, and we have other CRMs on our roadmap as well.

Damian Qualter:
Cool, cool. And the other couple of questions you’ve got is what sort of limits to the number of the size of businesses this can work for in terms of support?

Jeremy Shapiro:
Yeah, that’s a great question. Yeah. FuseDesk scales whether it’s just you as a solopreneur or you have hundreds of reps, FuseDesk can easily support your business. We work, like I mentioned, with solopreneurs up to, we’ve got eight-figure businesses and beyond with large sales teams or support teams, or a combination of both. In FuseDesk, we detect as you grow and enable certain pieces of functionality to make it easier to work with large teams as you grow. And one of the great things that some of our customers love is we have departments in FuseDesk.

Jeremy Shapiro:
If you have multiple brands or multiple product lines, you can start to organize your team across departments. What that means is you can, if you have different domain names and different products and customer texts, et cetera, you can have your support at Damianevents.com come into one department, and you can have info@Damiansmastermind.com go to a different group, et cetera. You have different settings, different default reply templates, different template categories, different team members, different phone numbers, different everything assigned to each one of those brands. That way, even though you’re running multiple brands and businesses out of one Infusionsoft application, your teams are able to work in different silos inside of FuseDesk, if that’s what you need as well.

Damian Qualter:
Wow, I didn’t realize that.

Jeremy Shapiro:
Yes.

Damian Qualter:
Any other questions from anyone? Why don’t you wait to see if any other questions? Garcia, thank you very, very much. I’m going to try and get the webinar replay book tomorrow. And Jeremy, could you email me the slides after? The document with the slides and just so because we tend to get them the webinar replay transcribed and then we create it with the slides in so people can follow it if they want to read it as well as listen to it. If you could get that over to me at some point, that would be fantastic.

Jeremy Shapiro:
Of course.

Damian Qualter:
Right. I don’t think we’ve got any more questions. With that, thank you again, Jeremy. Really, really appreciate you taking the time and trouble to share with us your knowledge. And I know from the feedback we’ve been having from people, that people really enjoyed it and hopefully, people take you up on your offer to have a free trial of FuseDesk. I know we’ve got a few clients using it and they swear by it. They’re quite big membership sites of a couple of thousand people, and they are having very good experiences.

Damian Qualter:
The critical thing for us with all the people we want to recommend is that the customer service is second to none. And I know you guys really look after your clients and ultimately, that’s my client. I’m happy to refer people over to you. Thank you very, very much.

Jeremy Shapiro:
We also eat, sleep, live and breathe this in terms of having a commitment to excellence. We learned a ton on this research process in talking with a lot of our clients who are doing this, and we’ve all learned some new best practices from it too.

Damian Qualter:
Cool. Cool. Well, thank you again, Jeremy. I’m going to say I’ll be in touch with a copy of the replay as soon as I’ve got that rendered and edited, hopefully, at some point tomorrow.

Jeremy Shapiro:
Lovely. Cheers. Thank you so much, guys. Have a great night.

Damian Qualter:
Thank you. Bye-bye.

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