Tag: CRM

  • Pawn Leads Automated CRMs and What Does It Do For Customer Experience?

    Pawn Leads Automated CRMs and What Does It Do For Customer Experience?

    Customer relationship management (CRM) tools are becoming more and more automated, making it easier for businesses to handle customers’ inquiries and automating accounting functions so that one person does not have to handle all queries and questions.

    CRMs help with customer data storage, customer retention, and turning a potential customer into a repeat customer through attentive customer support and marketing strategies that work!

    CRMs save time and money, but what effect are the systems having on customer satisfaction?

    Augmenting the customer service industry with CRM software can produce more than just increases in efficiency; it allows companies to manage customers better, potentially increase retention rates and let customers play a more significant role in determining their own needs.

    Pawn Leads is a customer relationship management system that provides two-way text messaging and automated email marketing to create and personalize customer communications. Automated responses through chatbots and automated responses will improve customer service because customers don’t have to wait for a response as they would in manual processes.

    Digital Marketing

    One Minute is Too Long

    In a survey of “more than 2,500 consumers, nearly 60% of respondents believe that one minute is too long to be on hold,” PRWeb reports. “In addition, 32.3% of consumers believe that customer service departments should be answering immediately—with no hold time.”

    An immediate response isn’t possible when running a pawn shop or small business. Most of the time, small businesses run with a skeleton crew trying to achieve many things. Customers who found themselves on hold for more than 10 minutes were 27 percent less likely to be satisfied with their service.

    With automated customer relationship management (CRM) tools, like Pawn Leads, businesses can keep track of customer interactions and data in a more centralized location, making it easier to manage customer relationships and improve customer service.

    The customer data gathered in a CRM system helps convert a first-time visitor into a long-term customer. With automated customer relationship management (CRM) tools, businesses can keep track of customer interactions, purchase history, customer inquiries, and data in a more centralized location, making it easier to manage customer relationships and improve customer service.

    Through marketing automation, current and potential customers receive the same information, and it is delivered through meaningful communication that engages the customer, so they take action.

    Chatbots and AI Interactions – Do These Tools Meet Customers’ Demand?

    Today’s modern experience is largely automated: features such as ai interactions and chatbots. But how do customers react to these tools?

    Usabilla released a report showing that humans love AI and chatbots. In a survey of 1,000 US consumers in August 2018 who used customer service options such as FAQs, chatbots, or automated options that allowed them to avoid human interaction for a customer service issue, nearly three out of four respondents reported they had used chatbots already. Of those who have not, 60 percent said they would feel comfortable doing so.

    New paradigms of chatbots are continuously evolving and working in tandem with CRM systems. Support agents or human staff members can then follow up on inquiries or questions that need more in-depth research and solutions.

    Chatbots need continual revision, maintenance, and knowledge optimization, and they need new content to answer customer questions accurately. In general, conversational Chatbots are more straightforward than other types of Chatbots. Pawn Leads has a support team to assist you as you set up a Chatbot to help with automated responses.

    The most complex part is done once you teach the Chatbot how to interact with your customers and it has the tone you want; then, you’ll have to keep it updated. This isn’t much compared to everything the Chatbot can do for your company: improve customer satisfaction, increase sales, obtain valuable data, and optimize costs. Doya offers the following services for building Chatbots.

    Answering phone calls manually is time-consuming and expensive.

    It takes a team member from the sales team to answer calls, which takes them away from selling. Often, customer requests are written down on a notepad, and the customer’s expectations are someone will follow up. The note pad gets set aside and the sales team doesn’t see the request thus there is no follow-through. Customer information is potentially lost, and the first-time customer experience is poor.

    Many companies use tools to automate the user experience and cut operational costs.

    CRM technology can improve customer service. By automating incoming call responses through chatbots or automated greetings and tracking responses, the whole initial experience is improved.

    Using a CRM system like Pawn Leads provides each customer an opportunity as soon as they open up an account (or fills out “an online form” for online marketing) the ability to explore options in detail and ask the chatbot question. An automated text message that follows up and asks for their feedback on the service they received and if their needs were met starts a relationship with the potential customer.

    Marketing Customer Reviews

    Customer Feedback

    As a business, it’s essential to ensure that your customer feedback is being used to improve your products and services. By asking your clients for their opinions, you show them that their input is valued and that you are committed to taking their needs into account.

    Customers appreciate it when you ask them if they are satisfied with your service.

    It shows you value their opinion and that you are here for them, not the other way around. Customers want to be connected and a part of your business. By asking for feedback on how they feel about their service, they see that your primary business is to solve their problems and find solutions for them instead of just money. It puts a customer in the central position of your company, and this is the right way to run a business.

    A CRM solution like Pawn Leads helps you achieve quality customer experiences with your products, services, and brands. Current and potential customers want to demonstrate their status and affiliation to a particular group. Therefore, clients will stay loyal to your business if you focus on providing the best customer experience at every touchpoint. And naturally, the most effective way to give them a fantastic experience is to ask them what they like about your service and what should be improved.

    A CRM solution like Pawn Leads helps you achieve quality customer experiences with your products, services, and brands.

    Current and potential customers want to demonstrate their status and affiliation to a particular group. Therefore, clients will stay loyal to your business if you focus on providing the best customer experience at every touchpoint. And naturally, the most effective way to give them a fantastic experience is to ask them what they like about your service and what should be improved.

    Pawn Leads is an effective CRM solution for businesses that want to provide quality customer experiences. By asking clients what they like and what can be improved, companies can keep their customers loyal and build a strong relationships.

    Throughout the customer lifecycle, specific customers expect you to improve the customer experience they had if they didn’t like your service. Through the Pawn Leads CRM platform, you can personalize customer interactions by providing immediate solutions.

    Satisfy Customers = Repeat Customers

    For example, let’s say you come into one of the pawn shops that utilize the Pawn Leads automated platform. You, as a customer, need a collateral loan, but the item you brought in didn’t appraise high enough to secure the cost of the loan you needed. You leave frustrated and dissatisfied, and your customer sentiment is the pawnshop sucks.

    Once in the car, you receive a text message asking how you would rate the service you received. You rate it as a one out of ten. This rating automatically triggers the system to put you into a funnel for new customers who are dissatisfied with the service received.

    Because of the automation the system will contact management immediately, and the manager gives you a call before you even get home. The CRM system workflow automation also gathered your information and the loan details you needed.

    The manager talks with you and problem solve a workable solution. You are impressed because the lead management had your information and concerns all in one place, and you didn’t have to repeat the story. You are satisfied because you received personalized service, and so you turn around and head back to the pawnshop. As you walk in the door, you are treated with respect by the sales team, and it is a win-win for you and the pawnshop.

    The Pawn Leads CRM system can improve customer loyalty through personalized service.

    There’s no doubt that the way the manager was able to intervene to help the potential customer by having the customer data in front of him helped make the interaction personable and genuine. CRM and customer experience go hand in hand to improve the customer experience.

    At one point, you may have never gone back to the pawnshop. You recall the conversation you had with lead management. “You contacted us about the loan you needed. As soon as we received your information, our system automatically contacted me so I could get a handle on the situation and find a solution. If you want to head back this way, I will work to get you the money you need as soon as possible. We appreciate your patience and honest feedback, and we can use it to improve the customer experience for other customers.”

    CRM technology is available to streamline and automate customer retention. Customer data platforms like Pawn Leads work!

    Pawn Leads Logo

    Pawn Leads

    For $97 a month you can text message, auto text missed calls, record all calls, text payments, email marketing, and even build web pages. Pawn Leads builds websites, sets up, and offers dedicated marketing support, flyers, and email. Pawn Leads will work on SEO and custom-designed solutions.  

    Knowing the customer journey and their experience is the key to converting potential customers into future customers, Pawn Leads is an automated system that is user-friendly and easily customizable to help lead management and sales teams address customer complaints and improve customer interaction.

  • Customer Relationship Management (CRM) and Marketing Automation

    Customer Relationship Management (CRM) and Marketing Automation

    Customer Relationship Management (CRM) and Marketing Automation

    The customer relationship management and marketing automation field are vast. Working through the terms, the offers, and the many marketing automation tools available, you have to begin with understanding what a customer relationship management (CRM) solution is. Knowing how a marketing automation tool can improve the marketing process, you use to find new customers, win their business, and keep them happy is essential.

    In today’s business world, utilizing a CRM is a critical component of any business.

    A CRM helps businesses build a relationship with their customers that lasts a long time, creates loyalty, and increases customer retention.

    Customer retention is directly related to increasing profits in any company.

    A challenging and actual fact is customer retention drives profitability because it costs five times more to attract a new customer than it does to turn an existing customer into a long-term customer.

    A long-term customer is a loyal customer. Loyalty to your brand increases profits by encouraging repeat business, generating referrals, decreasing the cost of sales teams trying to convert potential customers into forever customers, and creating a reasonable price premium.

    Loyal, long-term customers may be willing to pay more for your product or brand than they would from a competitor because they are engaged in your business.

    Customers want to be a part of the business they purchase from and frequent. An engaged customer is a potential long-term customer and eventual increase in profit.

    Customer Relationship Management(CRM) is critical for any business.

    The CRM is a database that organizes and stores information about customers, which can be drawn on to improve customer relationship management and enhance the sales efforts by the sales team. Sales and marketing teams can work together to use the marketing automation tools to focus on converting new customers to longer-term customers or nurturing existing customers, so they shop often.

    CRMs that include targeted marketing automation via web or mobile avenues equates to sales force automation on the go. Salesforce automation can improve your sales team’s ability to move a prospect into the sales team pipeline.

    Marketing CRMs significantly impact how you as an owner build stronger relationships with your potential customers and grow your business faster.

    The CRM system is a system that will help your business track all interactions and communications with new customers. A marketing system that uses an automated approach replaces multiple spreadsheets, databases, and apps. These antiquated systems come with human error and prospects slipping through the cracks.

    In the past, the marketing and sales team used these tools and patched them together to meet the needs of their customers, and the approach was clunky and time-consuming.

    Today, lead generation can be accomplished differently and more efficiently to convert potential consumers to paying customers efficiently and consistently.

    Start With Evaluating What You Are Doing Now

    First, you have to look at how you currently manage contact data and what sales and marketing process is used.

    Excel spreadsheets, databases, paper forms, and files gather information. Maybe you have come up with a marketing process that collects data and stores it in a spreadsheet.

    You can manually manipulate the information, and there is always the human error concern. These systems are often stored in different business areas and may be cumbersome to use.

    The sales and marketing teams are trained in how to access the information. But do the spreadsheets back up your data, and are they available to both your sales teams as well as marketing?

    Older systems were used in the past, but a more efficient automated marketing system is available today.

    Second, you have to look at the cost of converting leads into long-term customers.

    The lead-to-sale conversion rate measures your company’s effectiveness in converting a lead into a customer. Leads are potential consumers who may have an interest in your product and, because of their interest, have decided to take action towards engaging in your business.

    You can gain insight into customer behavior, sales efforts, and marketing efforts if you understand how to determine the cost associated with lead conversion. To do so, convert leads divided by the total lead volume and multiply it by 100%.

    Calculating your conversion rate is essential in increasing profit. A reasonable conversion rate is between 2 percent and 5 percent.

    Even a tiny jump in conversion rate makes a big deal.

    But how is conversion affected by using manual processes versus an automated process?

    There is higher operational efficiency when you use a CRM platform!

    If you are gathering data about customers manually, entering the information in the spreadsheet you have designed and used, and then going back to this spreadsheet to short and consistently nurture leads to convert them, it takes time and money.

    Third, research and learn about different CRM software and the pros and cons of each product.

    Free CRM

    There are free CRM platforms like Hubspot. Like any CRM solution, it pulls potential customers to you with engaging content, collects data about the lead, and has marketing tools to push products at them. Some CRM platforms work better with a specific small or growing business type.

    Pawn Leads CRM Platform

    Pawn Leads is a CRM platform designed with the needs of pawnshops in mind. Sam Reading and co-founder Lex Case identified that some CRM solutions offered some of the everything pawnshops need in and marketing automation tool, but they typically fell short with integrating marketing automation and data analytics pawnshops required to see business growth.

    The team decided to design a pawnshop CRM system that offered all the lead management, marketing automation, and CRM tools, email marketing campaigns, text messaging, target messages, and CRM data storage necessary to convert leads and target existing customers for long term loyalty with pawnshops in mind. Being user-friendly, sales reps can also use the system to help nurture new leads.

    The Pawn Leads CRM system features are easily integrated with Bravo and point-of-sale systems.

    CRM Integration

    When researching a CRM solution, understand how the system integrates marketing automation with your current process. CRM integration is the act of connecting a CRM system with other systems and means that a business’s customer data can be seamlessly integrated.

    User Friendly

    A CRM solution should be user-friendly. As a business owner, your sales team and marketing team can use the system; it is useless. Marketing and sales efforts will only be enhanced if the CRM solution provides an easy-to-use, efficient process to convert leads.

    Marketing and Sales Analytics

    A CRM solution should include a process for you as the business owner to access marketing and sales analytics. This information will help you determine what lead generation tools you need to use to increase conversations, complete sales with each interaction, and which marketing automation tool seems to be the most effective.

    An analytical CRM solution finds patterns and uses this information so you can dive deeper to determine what customer segments offer the best business opportunities. This will direct your sales and marketing accordingly, and this data is held with identifying future products and service offerings.

    CRM and marketing automation need each other.

    Using an automated CRM platform turns mundane tasks in managing customer data into automated tasks so you as a business owner and your sales team and marketing team can be reassigned to do high-value work.

    This results in high efficiency.

    Additionally, automated CRM platforms create consistency for your sales and marketing teams in reaching out to leads and converting them.

    The CRM system works together with marketing automation tools so your sales team and marketing teams can craft targeted campaigns, email marketing, automated marketing campaigns, and lead magnets to help the customer travel down a customer journey they will find engaging.

    The automation helps marketers automate processes such as sending text messaging, email campaigns, and posting social media posts. These systems also help with producing and promoting content. Additionally, CRMs include reports and analytics so this data can improve customer retention and improve business growth.

    Lead retention is based on customer satisfaction and knowing how to engage in effective customer interaction and build relationships with your leads, so they build trust and loyalty to your business and product.

    Contact Management (CM)

    The primary purpose of contact management is to record and organize contacts. All verbal and email communications can be documented in a CM system, and this makes it easy to see who you’ve talked to and what you’ve talked about.

    Having your customer information readily accessible makes marketing campaigns more fine-tuned and has a higher ratio of leads closed. As marketing becomes more personalized with customer interactions nurtured, they will return to your business for more.

    The marketing team can be linked with sales teams by customer data, tasks, and communication being brought together into one central hub. Linking the teams together will help your marketing teams; sales teams work together to keep customers happier by streamlining the marketing and sales process.

    For example, a customer searches for the product you sell. They find your Website, do a quick search, and are prompted to fill out a contact form with their information in a customer database.

    The lead form integration helps convert website viewers into contacts.

    These contacts can be segmented according to pre-set filters. A chronological record of every interaction a prospective customer has had with your business will allow you to deliver relevant communication at the right time. Lead form integration can be accomplished by promoting a new lead to sign up for a demo or a newsletter.

    This information is then used to build nurturing activities to improve customer retention. Tools like automated text messaging responses, follow-up emails, notifications of sales, and savings all add to its desirability.

    Contact Management can manage customer data and streamline the delivery of lead nurturing activities to gain more leads and convert them into customers.

    Lead Generation and Personalization

    Suppose your company needs more marketing qualified leads. In that case, investment in marketing automation software is the key to distributing content, helping with building landing pages, designing sales pipeline processes that work, completing targeted messaging, and using email marketing campaigns.

    CRM software will include basic marketing features and need to have advanced features like customization, third-party integration, customer service, employee tracking, social media management, and access to real-time data.

    Pawn Shop Apps and CRM and Marketing Automation Tools

    Pawnshops are unique as small businesses and national chains. They have apps they use like Bravo, Pawnmate, and Pawn Master that are necessary to bring in and track sales, buys, and loans. These systems need to interface with the CRM and marketing automation tools pawn shops use.

    Pawn Leads Logo

    Pawn Leads CRM can integrate with apps typically used by pawnshops. The owners realized that a CRM with marketing automation was key to business growth. When CRM software works together with marketing automation, they provide a seamless journey for customers.

    An effective CRM platform like Pawn Leads works by tracking the actions of active potential customers through social media accounts, emails, website visits and uses lead magnets to gather information about the customer.

    By building trusting customer relationships with leads, customers are more inclined to engage in activities that get them to come into your business.

    Pawn Leads is primarily focused on Pawn Shops in the USA and offers our Pawn Leads CRM system (2-way texting, reviews, email marketing, etc.), Website builds, progressive mobile websites that add to your current site, web hosting, and custom development as needed/required.

    Pawn Leads offers Google Ads, SEO, and dedicated marketing support (flyer creating, holiday marketing, etc.), Website Builds, Text Pay, 2-Way Texting, Bulk Messaging, Web Chat, Call Tracking, Call Recording, Auto Text Response to Missed calls, and so much more through the Pawn Lead CRM services and marketing and sales teams working together with your team.

    Pawn Leads brought the services needed to the pawn community. An automated marketing system could be used to meet the needs of pawnshops where all data on prospective leads, customer interactions, and user behavior could be stored and analyzed. Pawn Leads is where you, as a pawnshop owner, can automate your marketing processes and test, measure, and optimize your marketing return on investment and how to encourage business growth.

    Pawn Leads leverages the latest technology, sales automation, pipeline management, marketing automation platforms to increase lead generation and generate more traffic and more profit.