Some of our customer support requests fall through the cracks and make customer upset. How to make sure this do not happen?

Every business operation will receive customer complaints. The more customers, the more complaints you may receive. For a software company like us, when you build big, many powerful modules and advanced features and  complicated calculations, bugs will crop up. From the thousands of users, there will be some flow or logic that we did not handle well. These need to be fixed. fast.
The best way is to handle it using a system. manual handling will not be sufficient.
The process
1. Capture the issue - automatically from customer complaint e-mail
2. Analyse, recreate event, is it bug?, or did user wrong configuration?.
3. If bug, assign to software development team. Otherwise contact customer can explain their mistake in configuration and close case.
4. Fix the bug. test it in testing server.
5. If OK, upload to operation server.
6. Inform Customer. Close case. Update FAQ.

This is our internal SOP for this:
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All support requests will need to create ticket inside Freshdesk.
- If customer sends to support@ventures.com.my, ticket will auto-create inside Freshdesk. So respond as normal.

- If customer sends email to personal support person email, the support person must forward the email to freshdesk and make sure any interaction regarding support with clients are from inside freshdesk and NOT from personal email. This is to make sure that if the support person is not available due to outstation work or training or on leave, another person can take over the support ticket and respond to the client.

- If customer calls the office, the support person MUST create a new ticket inside freshdesk. We will not use OfficeCentral phone call for this anymore. Even if the issue is solved on the phone, email through freshdesk MUST be sent as well. This is so that we have track record of the issue and we have black and white evidence that the issue has been solved.

- If customer sends support requests via Whatsapp, support person MUST create a new ticket inside freshdesk. Even if the issue is solved inside whatsapp (must respond to both whatsapp and email), must create a ticket inside freshdesk as well. This is so that we have track record of the issue and we have black and white evidence that the issue has been solved.

- Same as chat as well. All support requests from any channel MUST be created in Freshdesk and reply to the customer to provide solution must be put inside Freshdesk as well even if already informed via phonecall/chat/etc to make sure we can track all issues and have black/white evidence of responses.
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How many people like Free Invoicing Software? Do you like this?

I am planning to build free invoicing function in OfficeCentral.
It will work like this.
1. You become user of OfficeCentral. Select FREE INVOICING USER.
2. You can ISSUE INVOICE
3. You can get access to ACCOUNT MODULE. You can  add your customers here.
4. You can get access to PRICEBOOK MODULE.  You can add your products and prices here.
5. After this by using the CRM INVOICE module, you will take just seconds to create your invoice.
6. The system will automatically send the link to the INVOICE via e-mail to your customer.
7. Your customer will have USERNAME and PASSWORD to view the INVOICES and can download the INVOICE himself.
8. System will generate username and password for first time  user.
9. If user already have username, then he can immediately log in.
10. All INVOICES are kept by the system database. Very systematic safekeeping

Let me know if this FREE  MODULE will help you.

Growth Hacking. What is growth hacking and How to do it?

For those who are new to growth hacking, you can look at the definition -
Growth hacking is a process of rapid experimentation across marketing channels and product development to identify the most effective, efficient ways to grow a business. Growth hacking^[1] refers to a set of both conventional and unconventional marketing experiments that lead to growth of a business. Growth hackers are marketers, engineers and product managers that specifically focus on building and engaging the user base of a business.^[2] Growth hackers often focus on low-cost alternatives to traditional marketing, e.g. using social media, viral marketing or targeted advertising^[3] instead of buying advertising through more traditional media such as radio, newspaper, and television.^[4]
.
The question is how to implement it in your company?
For a SaaS company, the traditional sales cycle method is very expensive. The price of SaaS product  is very low that the traditional sales method is very costly comparatively and not sustainable. It is also very slow growth.
This is one of the method that we follow: 
1. Using existing users to add new users. 
Our product OfficeCentral have been in the market for many years. We have thousands of customers and each customers have hundreds of their own customers.
One method is for our existing users to be able to send the invoice to their customers via OfficeCentral. 
The advantage to users:
1. Automated Email from system. Correct data.
2. Fast. System takes care of sending
3. System always remember.
4. Status is from system
The advantages to the customers:
1. Can log in to see the current invoice
2. Can see previous invoices and status is from system

New users can log into OfficeCentral and can view their invoices, download the .PDF file and view their payment status.
This new users can also look at the various modules and features available in OfficeCentral.
With this method we will get thousands of new users and high potential of conversion.

The HOTMAIL did this when they start their growth hacking many years ago. They become very large without spending advertising on traditional marketing method.

Look at this Mobile Apps for Staff. Module leave, check in, claim, movement, leads, meetings.

We have developed many Mobile Apps for the use of people in the companies. One of them is the Staff mobile Apps. The Apps for Staff covers the following modules:

• Module leave
• Check in and check out
• Claim
• Movement, 
• Sales Leads
• Meetings.
• Announcements

 The Apps made use of the GPS positioning for the location and the camera to take pictures.
The module is connected to the same database in the cloud. The update is instant and the status is updated to you immediately.

Now you can use your mobile to do your staff activities.

We have many Mobile Apps that we have created for you. They are:
1. Mobile Apps for Staff
2 Mobile Apps for CRM Sales.
3. Mobile Apps for CRM Poin of Sales
4. Mobile Apps for Accounting Outsourcing

We also have mobile Apps for Asset Management
1. AssetCentral Mobile Apps - complaint management, work orders, status

The link for the Mobile Apps for Staff is here:
https://youtu.be/xqjbr25T8rs

Many inexperienced Sales staff still do not do Qualifying of Leads correctly. This result in poor sales.

Many inexperienced Sales staff still do not do Qualifying of Leads correctly. This result in poor sales.

Many sales meetings but no result. Some staff are more eager to fulfill the sales meeting KPI rather than qualifying leads. 

I have build up a procedure to improve this situation.

This is the procedure that sales and marketing team to follow:

Background:

I noticed that many sales staff setting up meeting with customers without evaluating and classifying the leads.

They meet anybody who can meet them.

This is not right.

The sales result will be very disappointing.

How to classify HOT LEADS:

1. I already have budget

2. We planned to purchase the product within three months

3. We already invited supplier to present their solution

4. We have a problem. Your solution could solve the problem.

5. We heard about your product and we need solution fast.

6. We are doing GST soon. We want to know about the software

This is COLD lead

1. I do not need your solution

2. We have no plan to purchase

3. We have no budget for it now

4. We are OK with whatever we have now.

This is WARM LEADS

1. We are looking around for solution. Plan to do something about it next year.

2. We are looking at prices for our next year budget

3. We try to understand this new technology. Increase our knowledge.

4. We wanted to know about new technology. Increase our knowledge.

Remember that you are not supposed to set up meeting yet if they are not HOT or WARM.

HOT have priority, every time.

You should send them information about our product, link to our videos and websites so that they know about our products before we meet them.

By now they would already know about our product and if the product suits their requirements.

If they are like this, you send info first. no need for physical meeting:

1. I just want to know more about your product. I have no budget. no plan to buy.

2. I have no idea what you are selling. Anyway just come to my office for a demo

3. I want to learn about this technology. I have no plan to buy now.

All sales staff must implement this in their LEADS processing and ask the right questions before setting PHYSICAL MEETING.

From now on we are monitoring the LEAD status ( HOT/WARM/COLD). Only HOT leads will be priority for sales meeting.

Watch my video on this.
 https://youtu.be/zjhrKElcr0g