Shifting Worlds of Sales

| categories: Blog, remote sales, sales

Last week, I read a great article by Paul Keijzer, Are You Ready For The ’Skillpreneurs’ Revolution?, he spoke about his thoughts on recruiting ‘skillpreneurs’ and mentioned the annual prediction for 2015 by Josh Bersin:

“The number 1 key trend is: Engagement, retention, culture and inclusion have become front burner issues.”

I think that’s not only an important trend for recruitment but for the whole company, small or big. Treat everyone as your customer.

In our earlier blog, Inside Sales – Today’s Reality?, we spoke about the importance of human interaction. People buy from or want to join your company for reasons other than those of 10 years ago.

The End of Solution Selling

This trend has also been described by an article on the HBR – The End Of Solution Sales. From this article:

The hardest thing about selling today is that customers don’t need you the way they used to (…) companies can readily define solutions for themselves.

But the news is not all bad.

Although traditional reps are at a distinct disadvantage in this environment, a select group of high performers are flourishing. These superior reps have abandoned much of the conventional wisdom taught in sales organizations. They instead coach those change agents on how to buy, instead of quizzing them about their company’s purchasing process.

Is Insight Selling Ready for the Challenge?

From Outside or Field Sales to Inside Sales

Sales strategy expert Steve W. Martin wrote about this shift: “Many sales organizations are transitioning from a field sales model to an inside sales model, where inside salespeople work independently and are directly responsible for closing business, working primarily by phone or email.”

Necessarily, your inside sales team needs sophisticated video, chat and share solutions, which are used as substitutes for face-to-face meetings.

In three weeks, we will launch a new version of Surfly, which will really help you to reach out to your clients and customers remotely.

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Inside Sales – today’s reality

| categories: Blog, release, remote sales, sales

Some people say that selling has changed – In our opinion, selling hasn’t changed, since companies and people still buy. But, the acquisition process of new information or products has changed in a way that it is more focussed on the human interaction instead of just the producer.

Bryan Kramer released a great book last year: There is no B2B or B2C. Human to Human: H2H.

“We all need to think like the consumers we are, putting ourselves in the mindset of the buyer instead of trying to speak such an intensely sophisticated language full of acronyms and big words, in order to sound smarter.”

Sales is a very important function of any business organisation as it is the only one which generates revenue. But, selling is not easy and it has become even more challenging due to changing business scenarios.

In November 2014, Steve W Martin did some research with over 100 vice presidents of sales at leading high tech companies and business service providers.

Over the past several decades, the structure of sales organisations has remained largely the same. They have been primarily based on outside field salespeople who make face-to-face sales calls with prospective customers and current clients. In turn, the field salespeople have been supported by inside sales representatives, who helped them complete their daily tasks.

However, he found that today, the traditional sales organisation is undergoing a significant change. Many sales organisations are transitioning from a field sales model to an inside sales model, where the inside salespeople work independently and are directly responsible for closing business, working primarily by phone and email.

Such a transition requires the right tools so that inside sales people can become as effective as field sales people.

We strongly believe that with Surfly we provide our clients with the right tools so that an online meeting will be as effective as a face-to-face call.

How do you challenge and enable your salespeople to become more effective?
How do you help your customers to buy?

4 reasons to add cobrowsing to your customer service

| categories: Blog, customer support, quality, usecase

Companies are increasingly using real-time help to improve their customer contact. To make sure you keep ahead of your competitors, you have to find new ways to delight and amaze your customers.

Satisfaction ratings from a Forrester’s survey show that help via cobrowsing results in higher customer satisfaction (78%) than phone help (74%) or chat help (69%). Cobrowsing will help you to deliver a fast, unique and personal customer experience, which will result in increased conversion rates and increased revenue. Here are some great reasons why you should add cobrowsing to your customer contact.

1. Increase revenue

Cobrowsing allows customer service agents to have a real-time look at the customer’s browser tab to guide them through your website and support them with the buying process. Helping customers during this process will result in higher conversion rates and thus higher revenue per call.

personal customer experience

2. Increase customer satisfaction

The many communications channels available show that customers demand fast fixes for their problems. A study from LivePerson revealed that 71% of online customers expect to be able to access help online within 5 minutes. Companies can successfully meet their customers’ expectations by using services that provide fast customer service, like cobrowsing.

3. Increase agent productivity

Cobrowsing will reduce call-handling time. It will increase agent utilization and reduce costs. Because agents get a real-time look at a customer’s screen, they find it much easier to help the customer remotely. This results in more involved and motivated agents. Research from DestinationCRM shows that motivated and productive agents positively affect the customer experience: happy agents drive happy customers.

4. Increase repeat business

Make sure you are not losing customers to competitors because they are dissatisfied with your customer service. With cobrowsing you can create unique customer experiences, which will result in returning customers.

In the end, using real-time features like cobrowsing comes down to one thing: improving your business performance.