Customer Service and Support with Einstein Voice

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All businesses will need the help of customer support to keep customers happy. No matter how well-designed your product or service is, many customers may encounter personalized issues that may affect their experience. To help predict, manage, and avoid aggravating irate customers, Salesforce developed Einstein Voice.

Einstein Voice helps make the Salesforce CRM artificial intelligence software smarter. With Einstein Voice, companies can do a variety of support functions that can help customer service professionals do their job better.

Using machine learning, Einstein Voice helped make the Salesforce CRM smarter and more effective. Through analyzing large amounts of data in an instant, Einstein helped customer service teams make decisions better and faster.

Here are a few ways that Einstein Voice helped companies make better customer service decisions:

einstein abstractSmart Discovery and Data Preparation

Smart discovery and data preparation features helped teams get insights on possible issues that could have arisen. With this, possible surges in customer concerns after events such as system updates could have been better prepared for and managed beforehand.

Case Escalation Capabilities

With a refined feedback loop, customer service teams could update the status of customer cases live. When concerns would get out of hand or become urgent, Einstein helped by prioritizing customers who needed the most help.

Knowledge Management

By keeping track of recurring concerns from particular types of customers, teams could refine better resolutions using historical data. Einstein Voice helped build a repository of related questions, concerns, and answers that were easily accessible.

Support Content Creation

Through voice technology, customer service representatives could have helped direct customers to the right resources such as articles or blogs that could resolve their concerns. With this, companies could effectively reduce the time it takes to resolve issues through the recommendation of various self-service options.

 

Professional CRM Data Entry Backed by Artificial Intelligence

Unfortunately, Salesforce pulled the plug on Einstein Voice this 2020. With this, it leaves a lot of companies rattled by all the tasks that they need to keep customers happy. Thankfully, other Einstein Voice alternatives can still help them do their job.

These days, customers are becoming more and more particular about the level of quality they expect from customer service professionals. While many innovations such as chatbots and automated responses have helped ease the burden, many companies still prefer the help of a real person to resolve their concerns.

With Hey DAN, customer service professionals can pull from the artificial intelligence-enabled technology and give you all the benefits of Einstein Voice and more. Additionally, if you want to offload some of your team’s workload to professional crm experts, Hey DAN can do that for you too. Hey DAN combines machine learning and trained staff to help augment your company customer service needs using any CRM system of your choosing through Voice to CRM data entry services.

When faced with a stressful situation, nothing beats the empathy and understanding of another person. Let Hey DAN be your partner in keeping your customers happy.

3 CRM Implementations Issues and Solutions

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Despite the many positive aspects of utilizing Customer Relationship Management (CRM) tools, many companies are still hesitant to invest in it. Often, they put off adopting CRM solutions due to a variety of reasons. Here are a few of the concerns companies face when trying to implement CRM software for the first time, and some suggestions on how to fix them:

Employees don’t want to learn new software.

CRM tipsMany employees have to keep track of several different kinds of software for various functions. Despite being incredibly useful, even the best technology has learning curves that every user has to go through.

By allotting resources such as time for onboarding workshops and budget for hiring CRM professionals or consultants that can ease the transition, companies can help resolve this concern. There have to be clear objectives with how the CRM system is better and why it’s necessary to learn it as quickly as possible.

What’s replacing Einstein Voice?

Issues with Workflow

Sales teams often have their own culture, ways of working, and systems in place to manage existing relationships. Salespeople often have their styles when building relationships with prospective clients. They have set daily, weekly and monthly tasks that combine manual reporting with their existing sales tracking systems. Additionally, what stage the customers are in the sales funnel isn’t always straightforward.

Combined with tight deadlines and high targets, many teams will not want to put the effort to adapt to new workflows. Changing existing systems can also cause a variety of issues to arise. For example, incorrectly labeling clients, impersonal language, and delays, which in combination may cause unnecessary strains with customers.

To mitigate this issue, companies can empower teams to lead the incorporation of the software with their existing workflow. Giving employees a say on the transition roadmap will enable them to adapt it at a sustainable pace and give fewer excuses.

Not Seeing the Value in Implementing CRM

When the benefits of the CRM technology are not well communicated, many employees will not think it’s that important. With many CRM software selling a host of capabilities, they can appear to be jargon to people who don’t know which ones are relevant for their particular role; and how it can tangibly improve existing processes.

This issue can be resolve when management pushes the adoption process and incentives it at all levels. Motivating employees to transition to a CRM tool requires sharing with them the vision for the software and rewarding them for unlocking each benefit.

Implementing CRM isn’t just a software problem; it is also a human one. Behind every successful CRM tool are people who don’t just know how to use it, but know how to use it well. They can do it well because they had the right kind of support from their leadership and teams. This support comes in a variety of forms that includes working with them throughout the road mapping phase, investing in professional CRM data entry services, and giving the right benefits to early adopters and internal advocates.

Incentivizing Better CRM Adoption

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New things always bring about resistance, even the ones that bring about positive change. While Customer Relationship Management (CRM) is a great tool that saves time, money, and effort from all angles, many employees still reject its use.

There are many reasons why people don’t want to learn new software. However, the benefits of having a strong CRM system outweigh the difficultly of transitioning to it. With this, companies need to step up and find a way to incentivize their adoption.

Here are a few ways things that your company can do to improve CRM Adoption:

incentivizing CRM AdoptionCreate CRM Champions

Before you even purchase your CRM software, you should engage with everyone from every rank to help select it. From upper and middle management, sales leadership to the sales teams, companies need to consult everyone from the decision-makers to the end-user.

While companies as a whole tend to benefit from taking advantage of a CRM system, it is individuals that determine how much good you can actually reap. Improving CRM Adoption starts by making every person involved in its utilization under its value.

When people feel like their opinions are validated, they are more likely to champion it. These CRM champions can help preach to their ranks about all the benefits that the software has offer, relevant to their roles.

 

Gamified Rewards System

Once you a group of people convinced of its use, it’s time to encourage everyone else to join them for the ride. One way to make sure people are always on the lookout to improve your CRM System is to gamify the adoption process.

Gamification encourages teamwork, consistency, and steady improvement. By integrating game-like mechanics and reward systems, you can incentivize your employees to use your CRM system more effectively. SalesForce CRM has apps that are developed to gamify their robust CRM system.

With results-based tracking, companies can find their early adopters who can find practical ways to integrate the CRM software into their workflow. Then, these practices can be shared with other people and further refined to get the most out of the system.

Invest in CRM Training & Data Entry Support

Sometimes, no matter how determined or hard-working your team is, they still need help. Investing in additional training is one way to push the agenda of the importance of CRM software.

By giving time for employees to attend workshops, talks, and training by professionals, they can take time from their regular schedules to learn it. This way, your teams will not have to sacrifice their other targets and aspects of their role.

Companies can also hire integrated services such as Hey DAN. Not only by providing consulting and training for CRM adoption, but Hey DAN also fulfills a lot of heavy lifting that comes with implementing CRM as a whole.

From CRM data entry, management to cleaning data, Hey DAN makes sure that companies never drop the ball, even when their teams are still learning how to use the system. Providing a full slate of other services, employees can adapt to their CRM system with a little help.

4 Reasons Why Your Small Business Needs Expense Reporting Software

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expense report

 

When it comes to business, time is gold. With small businesses, you could even say that it’s platinum. Many small companies struggle with many uncontrollable issues – limited budgets, not enough resources, and stiff competition. Keeping track of expenses doesn’t always seem like it should be a priority. However, it should, because it makes all the difference.

Some of the highest controllable company costs come in the form of employee expenses from operational spending, internal procedures to business travel. When left unchecked, it can be a time and resource sink. With delayed reimbursements, tax issues, and accounting errors, it can become an expensive, stressful experience for both employers and employees alike.

Your small business needs all the help that it can get. You need to not only keep up with bigger competitors but also stay ahead. Here’s how expense reporting can help you do just that:

Optimize Company Budgets

With consolidated business expenses, it makes it easier for the management to get a better view of their existing business and optimize it. Through strategic partnerships that provide employee perks and corporate discounts, companies can get a better value for their spending. They can also allot budget to business units that need the most support. Lastly, companies can also incentivize employees who bring the most growth to the company.

 

File More Accurate Taxes

Taxes is one of the biggest reasons that companies need accurate expense reports. Having an expense reporting software make it easier to file taxes more efficiently. With expense reporting software, employees can easily attach supporting documents such as invoices and receipts. Expense reporting software removes the need for unnecessary shipping fees and helps companies avoid lost documents during transmission.

 

Quicken Employee Reimbursement

By reducing the time spent on filing, expense report software helps employees file their expenses correctly and on-time. Expenses report software helps improve the workflow of the accounting and finance teams. Knowing that employees can file their expense reports through software that they can access online through their phones or laptops make them more likely to do it.

 

Improve Employee Morale

Employees often have to shoulder company expenses when performing their duties, especially those who work on the road. When companies invest in good expense reporting software, it lessens the workload of staff who don’t have the time to submit reports manually. They can feel safe knowing that the process of reimbursement is easy and hassle-free.

 

Professional CRM Data Entry Services

There are many other advantages to keeping up with your company expenses. With real-time expense reporting software, many of the painful parts of expense reporting become easy. In fact, there are companies like Hey DAN which can help your employees file their expenses on the go, with just a call. Hey DAN offers professional CRM data entry services from experts that have been relevant experience in handling CRM systems.

With Hey DAN, you can be sure that your expenses are timely and accurate. You’ll always have the right numbers for your company’s planning and compliance needs, and your employees will never have to worry about delayed reimbursements ever again.

Meeting Notes versus Meeting Minutes

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Meeting Notes vs Minutes

 

Whether it was a good or bad meeting, every meeting will have its notes – quick references, ideas, and data. There are two main kinds of meeting documentation – meeting notes and meeting minutes.

But before you choose which one you need to do, you have to know the difference. So what does how do you know which one is which?

The Similarities & Differences Between Meeting Documentations

Both meeting notes and minutes reference particular things discussed between two parties. To avoid missing out on talking points, both types of meeting documentation are necessary.

Meeting minutes are typically more formal. From having a more formal language and precise documentation, meeting notes are for meetings that require reports. Additionally, meeting notes are their more casual counterparts, with minimal structure and necessary documentation.

How to Structure Better Meeting Documentation

While there are uses for both types of meeting documentation, here are several questions to ask to make sure that you never miss out on anything important:

What are the meeting objectives? Every meeting has a particular reason. It is your job to make sure that it becomes resolved. To fulfill the meeting objectives, one must know the different agendas from the various stakeholders and break it down into the relevant discussion points before a final decision.

Tips for a more complete meeting data

Who are in attendance?

All meetings have their attendees. In well-documented meeting notes, the decision-makers should be there. If not, you have to take note of who they sent in their place. When the meeting’s decision depends on a quorum, otherwise known as a majority vote, this is especially relevant and important

When and where was the meeting held?

For larger companies that have multiple executives moving from one meeting to another, knowing when and where meetings venues are to help distinguish them. Every day, there are dozens of crucial meetings happening across companies, so it’s best to note down which one you are actually attending.

Agenda Summary

At the end of each meeting should be an agenda summary of finalized decisions. Agenda summaries should be repeated and confirm that what you’ve written is correct to make sure that everyone moves forward in an aligned manner.

Next Steps

A mark of a good meeting is when everyone who leaves it knows the next steps necessary and commit to doing so. By documenting the specific commitments moving forward, you can build accountability with the attendees involved in the meeting.

 

CRM Data Entry is Better with Hey DAN

While it’s not impossible to take great notes and minutes, it can be a handful for people on the go. Meeting notes on paper can get lost, and even the ones on your laptop are not always the most secure.

Thankfully, Hey DAN’s CRM Data Entry service through their Voice to CRM Solution is initiated with just a single call, you can say every detail discussed in the meeting and surely that the system will have it in very timely manner. With Hey DAN, you’ll never miss an important meeting detail ever again.

Increasing Sales Productivity by Reducing Admin Burden

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Salespeople are often a team of their own. The end goal of every salesperson is to make a sale. However, there are dozens of things that need to happen before that. They not only scout, meet, and nurture relationships with clients, they also do a lot of work in between.

From scouring potential clients, finding the key person to contact, and updating your CRM system, the primary role of selling is already a lot of responsibility. What more the other aspects of their job that are secondary to that?

 

The Consequences of Admin Burden

When sales teams feel overwhelmed, one of the first things that they put away for later is the tedious admin jobs. While this may seem like a good idea, it opens a host of issues for the company that will have to deal with them in the future.

Having delayed  CRM data entry can mean a loss of potential sales leads or leads growing cold from not being engaged sooner. Not integrating clients into company CRM systems can mean losing relationships once the salespeople decide to change roles or even resign from your company.

No matter how expensive your CRM software or how talented your data analysts, having inaccurate, incomplete, or fraudulent data can be a massive waste of resources. It can also lead to having misguided sales targets, which will eventually cause burnout, frustration, and tension between the sales and management teams.

 

Relieving Admin Burdens for Sales Productivity

Administrative tasks are some of the most time-consuming aspects of every salesperson’s daily workload. Many sales teams struggle to find the time to fulfill all the administrative aspects of their role, such as filing expenses, updating contact information.

As much as 2/3 of every sales team’s time is consumed by activities that are not essential to their core function. Not only does this limit the team’s ability to improve their sales funnel, but it also creates more work for everyone involved.

Reducing the admin burden is one of the best things that companies can do to ensure that their sales teams are happy and productive.

 

CRM Data Entry Services

While there are thousands of programs and companies claiming to make the lives of your salespeople easier, not all of them actually do. Complicated sales software with a slow adoption process only adds to the burden that sales teams have to carry. The right sales productivity partner should alleviate your team’s stress, not magnify it.

With their intuitive voice to CRM technology, Hey DAN helps your sales team improve their work with a small learning curve. No matter what the CRM system is (SalesForce.com, SAP Concur, Microsoft Dynamics 365, or HubSpot), instead of learning a whole new software, sales teams only need to know a number and have their needs supported with just a phone call.

Hey DAN combines machine learning algorithms, advanced voice technology, and highly trained human agents to give you a seamless sales experience. Your team will never have to worry about losing their meeting notes and having the wrong contact information ever again.

How Did Machine Learning in Einstein Voice Work

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How Did Machine Learning in Einstein Voice Work?

Einstein Voice utilized several different kinds of machine learning tools for their predictive analytics. Produced as a Voice to SalesForce CRM solution which was then abandoned by the company.

It would still be good to understand how Einstein Voice deployed machine learning in their platform as a reference of what could have been or what would be good to build as a complete solution in the crm voice industry.

The three types of machine learning tools by Einstein Voice are Einstein Discovery, Einstein Prediction Builder and Einstein Next Best Action. If you want to learn about how they’re similar and different, read below to know more:

 

machine learningEinstein Discovery

Known as discovery tool, Einstein Discovery derives customer insights from a combination of external and internal data points – your website, marketing campaigns, your internal team’s notes, and so on.

Designed to minimize the time required to make routine decisions, Einstein Discovery helps reveal information about the state of your business. Additionally, Einstein Discovery recommends the best course of action based on its programming.

 

Einstein Prediction Builder

As business become more forward-thinking, Einstein Prediction Builder helps you create predictions that are custom-designed to your needs. This can be used to analyze things like the likelihood of delayed payment, making a repeat purchase, the risk of churn, and so on.

Through selecting an object (custom or standard), what field to predict, information to be used, you can embed your prediction into a page easily.

 

Einstein Next Best Action

While predictions are great, they’re nothing with actionable points that can be used to push them forward. Einstein Next Best Action breaks down what needs to be done and directs it to the right members of your team.

Whether it’s reminding teams to follow up with a certain customer at risk of being stolen by a competitor,

 

What is Replacing Einstein Voice?

In 2020, Salesforce decided to cut the cord on Einstein Voice. Despite this, there’s still a lot of opportunity and need for voice to CRM technology.

Hey DAN, a company that has served sales professionals from firms with over $7.6 trillion in total market capitalization, has been developing a real alternative to Einstein Voice on SalesForce. As a premiere voice to CRM solution not only offers machine learning-enabled Voice to CRM technology, but also offers a human aspect that many alternatives don’t have.

9 Fields for expense reports

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Salespeople are always on the go. Whether it be on the road to meet new clients, or following up with calls or emails, they’re always moving from one place to another. It’s no question that many of them have a hard time keeping up with all the admin work that comes with it.

One of the most stressful aspects of a salesperson’s job is having to keep track of the expenses they include while trying to make a sale. While there have been a ton of expense report software available, they have one thing in common – they have the right fields.

If you’re wondering what kind of columns your expense report needs to have, no need to go further. Here’s all that you need to have on your list:

 

streamline expense reportsAccount Number

Many companies assign account numbers to specific salespeople or teams. It’s easier to keep track of expenses this way, instead of relying on names that may duplicate.

 

Author’s Name

While account numbers are useful, names are also necessary to quickly validate receipts paid for using company credit cards.

 

Amount

Amounts are essential aspects of expense reports because it shows how many financial resources are still available during a client engagement. It should also include taxes paid and discounts available.

 

Date & Time

Companies need to check if the budget for a particular window such as food for lunch or dinner.

 

Location

For companies that have bases in different cities or countries, this avoids issues that arise from filing taxes across local governments.

 

Category

Different companies have different budgets concerning the kinds of expenses. Whether it’s for food, petrol, or hotel fees, it’s necessary to track for salespeople to stay within budget.

 

Vendor

Many companies have partner vendors that provide discounts to their employees and clients.

 

Client / Project

Salespeople often have to manage a multitude of clients. Companies need to keep track of which client or project the purchases were made for.

Notes

Sometimes, the other fields will not include important details that company accountants might need to determine if the expenses are acceptable or not, such as sudden expenses for team dinners or re-booking flights.

 

While expense reporting will always be a necessary component in the sales process, it doesn’t have to be stressful. There is much available software for people to keep track of how much they’ve spent trying to close a sale. However, not all of them are easy to use.

Having to learn a new complicated application or program is difficult for a lot of sales teams, and can sometimes cause delays, issues, and unnecessary stress. Thankfully, Hey DAN gives salespeople the option to take control of their finances better. Hey DAN lets busy salespeople on the road never have to worry about their expense report ever again.

Providing a seamless and effortless voice to CRM technology that can file your expenses with a single call, you’ll be sure that your salespeople can focus on what matters – closing deals.

4 Tips for More Complete Meeting Data

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For salespeople, meetings practically part of the job description. Whether it is meeting with their sales teams, bosses, or clients, salespeople need to be in multiple meetups throughout the day.

Unfortunately, salespeople do not just have to prepare for and attend these meetings; they also have to make sure that the meeting well-documented. Whether it is in the form of meetings notes or minutes, salespeople need to quickly recap who was there, what happened, and identify the next action steps.

With salespeople who are already overwhelmed with a mountain of other essential work, administrative tasks like these prevent them from doing their job well. A day in the life of a salesperson is primarily composed of work that ranges from traveling, expense reporting, data entry, client profiling, and more. It is no wonder that some of the most time-consuming aspects of being a salesperson have nothing to do with sales at all.

If you are a sales professional struggling to find a way to keep track of your meetings, here are some tips that you can follow to ease up the work:

Don’t wait too long.

When you are a busy person, you tend to put off work that you feel is not that important. However, delayed input of meeting notes can set you up for even more work in the future. When you wait too long before consolidating your meeting data, you will tend to miss out on important information, put wrong data, or even forget who attended the meeting.

Create a shorthand system for note-taking.

During a meeting with a potential client, your attention should always be primarily on your client. Just a few distracted seconds can mean all the difference between being able to create that perfect offer and closing a sale. To avoid spending too much time jotting instead of listening, design a shorthand form of writing system with the use of symbols and abbreviations.

Go digital.

While paper notebooks are still useful, they can also get lost, torn, or damaged. By going digital, you can quickly type, revise, and send meeting documentation while on the go. Useful for consolidating supporting documents like trip information, signed contracts, and even receipts for reimbursement, going digital helps remove a lot of possible barriers.

Hire professional help.

It’s great to think that you can handle all the note-taking yourself. However, with everything else on your plate, you don’t necessarily have to do it alone. By hiring crm specialists for data entry like Hey DAN, you can get a lot of the nitty-gritty admin work out of your hair, so you can do what you best – sell.

Hey DAN boasts a wide array of tools that not only help you with creating meeting data but also helps you push this data into the relevant workstreams. Whether it’s forwarding your client’s data towards your company’s CRM system, your meeting minutes to your team, or your expenses to the finance department, you will never miss any important information ever again.

How did Einstein Voice Lead Scoring work?

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Before shutting down Einstein Voice, the CRM-integrated Salesforce app used machine learning to enable businesses to find the best customers for their products and services.

By using artificial intelligence and data science, Einstein found patterns in the lead conversion history. With this, Einstein Voice provided a faster, more efficient solution to getting the best-matched customers to business everywhere.

So, how did it work?

The Einstein Lead Scoring Model

With a wealth of information from your previous CRM logs, Einstein analyzes the qualities and attributes of your previously converted leads. From there, Einstein Voice identifies patterns and creates a recommendation system for similar profiles. Einstein Voice generated the best lead scores for the customers that were most likely to convert.

However, this doesn’t mean that Einstein Voice wasn’t flexible. When building the scoring mode, Salesforce admins can omit unnecessary fields that are no longer relevant. It was an evolving model that would change every ten days, or as often as your administration deems necessary. As your ideal customer changes with time, so does the lead scores surrounding them.

Additionally, when your company did not have enough data, Einstein Voice automatically used data from its global system. In time, the model will change to a single-customer model once your populated CRM has enough information about your customers.

How did Einstein Lead Scoring work?

When calculating its score, Einstein looks at the significant lead values from both the positive and negative aspects. A lead score is a combination of these attributed fields.

Lead scores may not appear when you have just recently made changes to your lead scoring settings, a lead is unqualified, or if you excluded them on purpose. A lead score can take 24 hours before being fully available.

Additionally, scores on the lead may stay the same if there were no status changes in six months, or the successful conversion of into a paying customer.

Who could have benefited from Einstein Voice?

What is Replacing Einstein Voice?

Now that Einstein Voice has shut down its services, you may be wondering how you can benefit from something like it. If you’re looking for an automated, machine learning-enabled voice technology that works with your CRM system of choice, Hey DAN may be the right partner for your business.

Hey DAN is a voice to CRM technology that combines human intelligence and machine learning. With flexible CRM integration systems, you can choose any CRM system that you’re already comfortable with and start reaping the benefits of data-driven decision-making. Hey DAN, as with Einstein Voice will work efficiently with the SalesForce.com CRM as with any other.

Don’t miss out on the benefits of data-driven CRM technology. Maximize your team’s time and effort by working smarter, not harder. Improve your processes, customer experiences, and employee happiness with your new premier voice to CRM technology partner, Hey DAN.