Year: 2019

Create your first Automation rule

ConvergeHub empowers you to set up tasks, replies, alerts, and notifications in advance. You can create and automate workflow procedures and set rules in relation to case and leads assignment.
How to Set up Automation Rule in ConvergeHub?
New automation can be added by clicking on link in the left column of the automation listing page or by clicking on button in the upper right corner of the automation listing page.

1. Enter the Automation Rule Name.
Set the automation status as Active or Inactive. When the automation is set as Inactive, the various threads which were initiated during the active automation status will still be executed as per automation schedule.
Set the Trigger Point and Trigger that explains on which specific action and activity will the automation take place.
Select the Related To field to choose the modules (Leads, Accounts, Contacts, Deals, Targets, Products and Cases) for which you want to run the Automation.
Please Note: If required, you can run the Automation at different day and time intervals.

  • Daily: Automation can be scheduled to occur Daily or you can specify the number of days after which the Automation will run. You can schedule the Automation to occur particularly during Weekdays or Weekends. You can also specify the Date Range for the automation.
  • Weekly: Weekly recurrence can be set by entering the number of Weeks after which the Automation will trigger off. You can categorically select the days in the week for which you want to schedule the automation.
  • Monthly: You can select specific number of days in every month, the day of a week of every month as well the whole Month for which you want to run the automation.

2. Define the Criteria that will be applicable for the Automation. Multiple Automation criteria can be added depending on the requirement.

3. Define the actions which should occur when an automation is triggered. The actions can range from creating tasks, sending email notification, scheduling event to creating a lead or even running a report and more

4. ConvergeHub allows you to stop the automation at any given point and time. To do this, you need to simply set the Stop Criteria.

5. Set the Stop Action. It is related to Stop Criteria and defines the action that will happen once the automation is put to a halt.

6. Click on Save to complete the automation process.

New Report (Tabular Format)

New Report can be created by clicking on the  button in the upper right corner of the report listing page.

  • In order to start creating a Report, you have to Select Module from the Module field. The Modules that can be selected are Accounts, Cases, Contacts, Deals, Events and Invoices etc.
  • You need to select Related Modules from the drop down option. You can select multiple Related Modules by pressing CTRL and then selecting different modules from the list.
  • Select Tabular Report from the Report Format field.
  • If you want the report to appear in one of the panels in the dashboard (i.e. the dashlet), click on the checkbox.
  • Click on to move forward to the next step. Or else, click on Cancel.

Columns
Through the Columns tab, you can select the different columns that you want to include in your report.

  • The Available Columns can be scrolled down. You can select multiple columns by pressing the CTRL key, selecting the required columns and then clicking on the icon.
  • The Selected Columns are displayed which you can remove from the list by selecting them and clicking on convergehub icon. Once you select a Column, you can also scroll down by clicking on the and  arrow, select more if required and delete them collectively by clicking on convergehub.

Order By
You can use the Order By tab to organize columns in your report in Ascending or Descending format.

  • You can choose the column based on which you want the report to be organized. For instance, if you choose Account No, then the information listed in the report will be ordered by Account No.
  • You can choose whether you want the information to appear ascending/descending wise.
  • You can click on convergehub icon to cancel the order by selected.
  • You can add another order-by field by clicking on this link.

Column Summary
This section allows you to acquire different values of the columns through the report. For instance, in the below-given screenshot, if you want to have the count of columns like account type and annual revenue, or want to find out the (count, sum, average, min value and max value) of accounts rating, then you need to click on the corresponding check boxes respectively.

Criteria
The Criteria tab helps you set Advanced Filters. This can be done by selecting the required fields from the list and then setting conditions and putting values to corresponding conditions.

  • Multiple Criteria can be set by clicking on the link.
  • You can cancel a row by clicking on convergehub icon.
  • You can create Report by clicking on .

When you click , you will be directed to the below-mentioned page. Here, you need to put in a few details and most importantly decide the scheduling of the report (if you want).

  • The Report created is displayed at the bottom and can be saved by putting a name in the Report Name field.
  • You can add a small description of the report in this field.
  • You can schedule the generation of the report by clicking on the check box.
  • Click on to complete saving the information in the CRM. Click on Cancel to stop the report creation process.
  • Click on to generate the report.

Report Schedule

    • You can enter Recipient Email address in the given field to allow ConvergeHub to send direct emails to the recipients.
    • You need to set the time at which the report will get automatically generated.
    • You can set the status of the report as active or inactive by clicking on either of the options.
    • You can set the recurrence of the generation of the report. If you choose Daily, you can set the number of days in which you would want the report to get generated. You can also choose the report to generate only on Weekdays.

    • The Report can be generated Weekly by choosing weekly option. Weekly recurrence can be set by entering the number of Weeks after which the report will be generated. You can select the days on which you want the report to generate.

    • Monthly report can be generated by choosing the Monthly option. You can set a day of a month or a day in a week of every month on which the report will be generated.

  • Once you have scheduled the report, click on to apply the scheduling options.

New Report (Summary Format)

New Report can be created either by clicking on convergehub link in the left column or by clicking on the convergehub button in the upper right corner of the report listing page.
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  • In order to start creating a Report, you have to Select Module from the Module field. The Modules that can be selected are Accounts, Cases, Contacts, Deals, Events and Invoices etc.
  • You need to select Related Modules from the drop down option. You can select multiple Related Modules by pressing CTRL and then selecting different modules from the list.
  • Select Summary Report from the Report Format field.
  • If you want the report to appear in one of the panels in the dashboard (i.e. the dashlet), click on the checkbox.
  • Click on convergehub to move forward to the next step. Or else, click on Cancel.

Columns
Through the Columns tab, you can select the different columns that you want to include in your report.
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  • The Available Columns can be scrolled down. You can select multiple columns by pressing the CTRL key, selecting the required columns and then clicking on the convergehub icon.
  • The Selected Columns are displayed which you can remove from the list by selecting them and clicking on convergehub icon. Once you select a Column, you can also scroll down by clicking on the convergehub and convergehub arrow, select more if required and delete them collectively by clicking on convergehub.

Grouping
You can group different columns in the report for a more clearer and precise view.
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  • Select the columns that you would want to group in the report. For instance, in the above-given screenshot, we have chosen Annual Revenue, Rating and Industry as the three columns in which the results should be grouped in the report.
  • You can choose whether you want the information to appear ascending/descending wise.

Column Summary
This section allows you to acquire different values of the columns through the report. For instance, in the below-given screenshot, if you want to have the count of columns like account no, account type, annual revenue and assigned to, then you need to click on the corresponding check boxes respectively.
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Criteria
The Criteria tab helps you set Advanced Filters. This can be done by selecting the required fields from the list and then setting conditions and putting values to corresponding conditions.
convergehub

  • Multiple Criteria can be set by clicking on the link.
  • You can cancel a row by clicking on convergehub icon.
  • You can create Report by clicking on convergehub.

When you click convergehub, you will be directed to the below-mentioned page. Here, you need to put in a few details and most importantly decide the scheduling of the report (if you want).
convergehub

  • The Report created is displayed at the bottom and can be saved by putting a name in the Report Name field.
  • You can add a small description of the report in this field.
  • You can schedule the generation of the report by clicking on the check box.
  • Click on convergehub to complete saving the information in the CRM. Click on convergehub to stop the report creation process.
  • Click on convergehub to generate the report.

Report Schedule
convergehub

    • You can enter Recipient Email address in the given field to allow ConvergeHub to send direct emails to the recipients.
    • You need to set the time at which the report will get automatically generated.
    • You can set the status of the report as active or inactive by clicking on either of the options.
    • You can set the recurrence of the generation of the report. If you choose Daily, you can set the number of days in which you would want the report to get generated. You can also choose the report to generate only on Weekdays.

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    • The Report can be generated Weekly by choosing weekly option. Weekly recurrence can be set by entering the number of Weeks after which the report will be generated. You can select the days on which you want the report to generate.

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    • Monthly report can be generated by choosing the Monthly option. You can set a day of a month or a day in a week of every month on which the report will be generated.

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  • Once you have scheduled the report, click on convergehub to apply the scheduling options.

Create Twilio integration and how it is used?

ConvergeHub has integrated with Twilio to offer outbound call and messaging functionality to the users. This makes it incredibly easy for the users to make customer calls or send messages to them in relation to sales, marketing and customer service activities from within the CRM platform itself.

To know in detail about Twilio app integration and usage within ConvergeHub, click on the following sections:

New Report (Matrix Format)

New Report can be created either by clicking on convergehub link in the left column or by clicking on the convergehub button in the upper right corner of the report listing page.
convergehub

    • In order to start creating a Report, you have to Select Module from the Module field. The Modules that can be selected are Accounts, Cases, Contacts, Deals, Events and Invoices etc.
    • You need to select Related Modules from the drop down option. You can select multiple Related Modules by pressing CTRL key and then selecting different modules from the list.
    • Select Matrix Report from the Report Format field.
    • If you want the report to appear in one of the panels in the dashboard (i.e. the dashlet), click on the checkbox.
    • Click on convergehub to move forward to the next step. Or else, click on Cancel.

Grouping
You can group different columns in the report for a more clearer and precise view.
convergehub

    • Select the row and column heading that you would want to group in the report. For instance, in the above-given screenshot, we have chosen Annual Revenue as the row heading and Industry as the column heading respectively.
    • You can choose whether you want the information of the row and column to appear ascending/descending wise.

Column Summary
This section allows you to acquire different values of the columns through the report. For instance, in the below-given screenshot, if you want to have the sum, average, minimum and maximum value of columns like accounts rating, deal value and deal probability, then you need to click on the corresponding check boxes respectively.
convergehub
Criteria
The Criteria tab helps you set Advanced Filters. This can be done by selecting the required fields from the list and then setting conditions and putting values to corresponding conditions.
convergehub

    • Multiple Criteria can be set by clicking on the link.
    • You can cancel a row by clicking on convergehub icon.
    • You can create Report by clicking on convergehub .

When you click convergehub, you will be directed to the below-mentioned page. Here, you need to put in a few details and most importantly decide the scheduling of the report (if you want).
convergehub

    • The Report created is displayed at the bottom and can be saved by putting a name in the Report Name field.
    • You can add a small description of the report in this field.
    • You can schedule the generation of the report by clicking on the check box.
    • Click on convergehub to complete saving the information in the CRM. Click on convergehub to stop the report creation process.
    • Click on convergehub to generate the report.

Report Schedule
convergehub

    • You can enter Recipient Email address in the given field to allow ConvergeHub to send direct emails to the recipients.
    • You need to set the time at which the report will get automatically generated.
    • You can set the status of the report as active or inactive by clicking on either of the options.
    • You can set the recurrence of the generation of the report. If you choose Daily, you can set the number of days in which you would want the report to get generated. You can also choose the report to generate only on Weekdays.

convergehub

    • The Report can be generated Weekly by choosing weekly option. Weekly recurrence can be set by entering the number of Weeks after which the report will be generated. You can select the days on which you want the report to generate.

convergehub

    • Monthly report can be generated by choosing the Monthly option. You can set a day of a month or a day in a week of every month on which the report will be generated.

convergehub

  • Once you have scheduled the report, click on convergehub to apply the scheduling options.

Matrix Report Details

Details of a matrix report can be viewed by clicking on the corresponding matrix report from the Report Listing page.
convergehub

  • You can add the report to your favorites by clicking on convergehub.
  • You can edit the report by clicking on the convergehub link.
  • You can further filter the report data through setting the criteria in advanced filters.
  • Once you have set the advanced filter criteria, run the report to show the filtered results.
  • Click on convergehub to go back to the previous page.
  • Click on Action to copy or edit the report.
  • You can export the report in PDF convergehub format.

5 Ways To Successfully Motivate Customers To Share Their Data

It is of little surprise that there is a gradual shift happening in terms of the consumer’s attitude to the value of the data they are willing to share with brands and businesses. Since, as the digital economy is growing and expanding consumers and people, in general, are becoming less sensitive about sharing their data with businesses. This is because, many consumers have learnt by now that sharing their data can make them benefit through offers and rewards and so brands should feel themselves presently empowered to request data from their customers, or use information by a prospect’s interaction with a brand’s website, to inform their marketing teams if the persons in their email campaign’s list have actively opted-in to their marketing efforts.

It is of little surprise that there is a gradual shift happening in terms of the consumer’s attitude to the value of the data they are willing to share with brands and businesses. Since, as the digital economy is growing and expanding consumers and people, in general, are becoming less sensitive about sharing their data with businesses.
This is because, many consumers have learnt by now that sharing their data can make them benefit through offers and rewards and so brands using easy to use CRM solutions should feel themselves presently empowered to request data from their customers, or use information by a prospect’s interaction with a brand’s website, to inform their marketing teams if the persons in their email campaign’s list have actively opted-in to their marketing efforts.

In 2008, only 12% of businesses used cloud-based CRM - This figure has now increased to 87% in 2019. Click To Tweet

Hence for brands that are willing to stay ahead of the pack, here are some of the top tips that will help businesses to build strong relationships with their customer base, and implement effective methods for building motivations among their customers which even help create brand loyalty in the long haul.

Be clear about how personal data will be used

Extracting valuable information and insights by requesting the customer to understand their likes and pain points and thereafter define their requirements is most important when it comes to boosting their relationship with your brand.

However, the framing, and context of this request are vital, as it provides clarity on how this information most often stored in the easy to use CRM database will be used if you are a user of an easy to use CRM system.

In a recent survey conducted by ConvergeHub CRM for small business, it has been found that while many consumers are willing to share their personal info with a brand or company they trust, there are also others that proclaim that they are ready to do it, if they are aware that parting with their information would make them receive rewards or discounts in exchange of their data.

Therefore, ensuring your customers and making them learn why you are requesting their personal data, and what they can expect in return, is incredibly necessary for building trust and credibility of your brand.

Use data in a timely manner, and use it effectively at regular touch-points

You must take adequate care to avoid dropouts during the registration process with your brand, and also make sure that any information shared is effectively and swiftly deployed into a nurturing process. Hence, once the information about the leads and customers are collected in your easy to use CRM database, it must be acted upon quickly to decrease the risk of losing that customer forever.

According to a survey it has been found that 84% of participants said that they would not register with a business if they are not subsequently contacted more than twice, which amply implies how necessary it is for the information to be used instantaneously and thereafter at regular intervals.
This is because, like with any other relationships, the primary stages are extremely critical for building a long-lasting impression on your leads and customers.

Hence after a new customer or lead signs up for your newsletter send a tailored offer in an email to the customer or send a helpful post-purchase email containing further information about your offerings that will aid in creating engagements at every touch-point and reflect the present context of that relationship by anticipating the customer’s needs.

Follow and match your customers’ communication preferences

While well-established channels for marketing like email are still adding value for the brands but presently according to studies even less than 10 percent of customers feel that their favorite brands are ‘excellent’ at anticipating and understanding their customer’s needs.

Therefore, modern marketers must gain and manage insights from all touch points at all times.

Businesses are also required to bring in continual refinement to their marketing and support strategies so that they can reflect and understand how their customers are adopting new behaviors.

This is because; influential contact points and emerging channels such as SMS, and social media are becoming more important nowadays which is especially true for the younger audiences in today’s B2C and B2B marketplace.

Therefore, to be able to identify how to effectively engage a customer across this mix, and understand the complications of today’s data-driven customers is the key to creating relevance nowadays.

Hence it is only be orchestrating channel preferences you can improve the customer experience of your brand by building upon each contact points, which is capable of generating seamless interactions that lay the foundation of an effective and impactful nurturing program through deeper customer interactions, a process which can be aided by using an easy to use CRM software platform.

Reward and measure

Discounts and vouchers are one of the leading triggers to purchase for all cash-conscious customers.

According to a survey some 74% of the surveyors that used vouchers while shopping, proactively engaged to access them in several ways.

Therefore, after looking at this redemption behavior, ensure that you must continue to optimize the impact of offering rewards and offers, whilst creating a parallel control group in your organization that must provide a true test of the purchase’s uplift value that your email campaigns have driven.

However, while providing offers and discounts you must also remain sure that you are not just encouraging promiscuous buyers who only shop with incentives and for that ensure that all your communication with the shoppers adds high potential value and relevance to their purchasing experience.

Keep on top of your data

Finally, according to a survey, it has also been found that more than 81% of the consumers welcome and like brands that make their decision to buy easier, by suggesting inspirations for future purchases based on their previous shopping- as long as these recommendations are accurate and appropriate.

However, the essential part in achieving this success lies in assimilating and updating your customer data and integrating it across your channel mix, by using technology systems like Salesforce or any other Salesforce Alternative CRM solutions that facilitates centralized and automated analysis across all touch points.

Conclusion

Therefore, balancing trust and data sensitivity through contextual and meaningful customer interactions is most needed to ensure that your prospects and customers will continue to view the benefits of data exchange, as nowadays “Average” experience in an age where customers can pick from a growing number of alternative options will not cut with the demanding shoppers that rule the modern marketplace.

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Edit Report

Reports can be edited from the the report listing page by clicking on the inline edit option convergehub. Also report can be edited from the Report details page by clicking on the convergehub link.
convergehub

    • You can edit the Module, Report Format and Related Module from here. Clicking on the convergehub will take you to the next stages of report editing.

Columns
Through the Columns tab, you will be able to reset the different columns that you want to include in your report.
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    • Clicking on convergehub will take you to the next stage i.e. Order By.

Order By
Through the Order By tab, you can re-select the fields by which you want the report information to get organized. You can also change the order the report in Ascending or Descending format.
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    • Clicking on convergehub will take you to the next stage i.e. Criteria.

Criteria
Through the Criteria tab you can reset Advanced Filters. This can be done by re-selecting new required fields from the list and then setting conditions and putting values to corresponding conditions.
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    • Clicking on convergehub will take you to the last stage of report editing.

Here you can edit Report Name, Description and Advanced Filters. You can also change the scheduling of the report if you want.
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  • You can edit the name of the report here.
  • You can edit the report description.
  • You can edit Recipient Email address in the given field.
  • You can edit the status of the report as active or inactive by clicking on either of the convergehub options.
  • Once you have made the changes, click on convergehub to save the changed options.
  • Click on convergehub to generate the report.

Report

Report is significant to realize and analyze achievements and set backs. At a glance it will reflect your business growth based on your existing data fed to the system.

You can learn about Report from the following sections:

Web to Case Listing

All Web to Case forms created within ConvergeHub platform can be viewed in the listing page.
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    • You can perform a quick search of the Web to Case forms by inputting keywords in the Search field.convergehub
    • You can also search for the Web to Case forms by using various search criteria through the convergehub link.
    • The various combinations of advanced search functions can be saved and edited with keywords of your desire and can be used to search repetitively. The keywords or phrase you have saved are available in the Saved Searches drop down.
    • By selecting check boxes beside the Web to Cases, you can select all and then Mass Update them from the action drop-down.
    • Web to Case forms can be added to you favorites by clicking on. convergehub
    • Web to Case forms can be followed by clicking on convergehub. You will be able to receive all the Web to Case Forms status change and updates in the feeds.
    • By selecting check boxes beside the Web to Case forms, you can perform multiple actions on them from the Select drop-down.
    • The display of fields in the Web to Case forms listing can be customized by making mouse hover on convergehub and then selecting the required fields you want to display.
    • You can select check boxes beside Web to Cases, and then Mass Update them from the Action drop-down.
    • Web to Case forms can be added to the listing page by clicking on convergehub button on the upper right corner of the page.
    • You can choose the display pattern (column view or row view) of the Web to Case forms listing page by clicking on either of the options.convergehub

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  • You can perform multiple actions on Web to Case forms by hovering the cursor on them.
  • You can edit convergehub or delete convergehub a Web to Case form by hovering the cursor on it.
  • You can delete a Web to Case form by clicking on convergehub.
  • You can set the number of rows to be displayed on the page by clicking on the convergehub show drop down.

New Cases

New case can be added by clicking on convergehub link in the left panel or clicking on convergehub button in the upper right corner of the cases listing page. You can add detailed description about the problem faced by your customer through the different fields and even attach a supporting file related to the case.
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  • The Subject field is mandatory. Put a name for your case or else, you will not be able to add it.
  • Select the customer related to the case.
  • Select the category of the case from the drop down menu.
  • Select the priority of the case from the drop down menu.
  • Put the name of the contact person in the Contact Name field.
  • Select the medium from where the case has been generated.
  • The Case automatically gets assigned to the person who creates it. To change this, click on the text box and type. An auto-suggestion list of users will appear from which you can select names by ticking the check boxes. One Case can be assigned to multiple users.
  • Add a description in relation to the case.
  • Attach files in support of the case.
  • Click on Save to create the Case or else click on Cancel.