Nicola Kirby, Author at CloudCall
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Nicola Kirby

Everything you need to know about the CloudCall for Zoho CRM integration

By | Communications, Product, Technology

Everything you need to know… about the CloudCall for Zoho CRM integration

As we launch CloudCall for Zoho CRM, Nadzeya Sinitsa, Product Owner and Zoho CRM expert, provides us with everything we need to know about the new integration in a quick Q&A…

What features can users expect from the new integration with Zoho CRM?

CloudCall for Zoho makes it easier for businesses to offer a better customer experience while receiving or making phone calls. With single-click dialling, screen pops for incoming calls, and automatic call logging, you can manage all call-related activities inside CloudCall for Zoho CRM.

The new release includes SMS features, such as; one-to-one messages, SMS broadcasts and templates and instant messaging features. Read More

A quick Conversation with… Steve Gray, Director, SG-retail

A quick Conversation with… Steve Gray, Director, SG-retail

By | Communications, Customer Experience, Management, Sales, Technology
As retail businesses start reopening across the world our recent podcast with Steve Grey becomes very timely. Steve Grey, FCMG expert, who’s been a leading innovator in customer loyalty, CRM data analytics and personalisation in the retail sector. Steve has worked with some of the biggest brands to help them in these areas and in this podcast, we really drill down into Steve’s expertise as he talks to us about his thoughts on all things retail and loyalty.  

Listen to the podcast now
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Art of Conversation Live podcast - Jon Bailey, CEO of ProCo

A quick conversation with… Jon Bailey, CEO, ProCo

By | Communications, Customer Experience, Management, Marketing, Productivity, Technology
In our next instalment of our Art of Conversation Live podcast we talk to Jon Bailey, CEO of ProCo. This conversation picks up on why print and direct mail marketing are a must for your brand, how the capability of these channels has evolved to become a partner to digital, and why the ROI on these channels might not be what you think 

Listen to the full podcast here 
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Art of Conversation. What customers want

Outbound contact: What do customers want?

By | Communications, Customer Experience, Technology, Training

Our brandnew research which delves into how businesses can perfect the art of conversation with customers, uncovers disparity between what channels of communication customers believe they want vs the more effective methods of communication.  

Key findings: 

  • Customers are most actively open to ‘real-time’ communications such as receiving phone calls and texts when there is an immediate benefit to them. Companies who rely on email will miss out on building valuable relationships with customers.
  • 69% of customers state that they are happy to be contacted about new products and services. However, only 24% of those surveyed stated they would be happy if that contact was by call, message or app alert. This is inconsistent with actual customer behaviour, as 48% of under 40s browsed or brought new products or services from their mobile in response to a call or message.
  • Businesses should not expect to get results from calling alone. 67% of customers are reluctant answer their mobile phone if they don’t know who’s calling. So, it’s important to give people as much information as possible.
  • 41% of customers say they are more likely to engage if businesses follow up a missed call with a text message they can respond to in their own time. In fact, sometimes a text alone is enough. 73% have reacted to a text message from a business, and 23% have been prompted to review a deal or contract coming to an end e.g. insurance or mobile contract.
  • 78% of those surveyed say that a quick text is all they need to remind them of an appointment or delivery, and 73% have remembered to make, change or cancel commitments to service providers in response to contact via mobile.

To find out more about your customers contact preferences, download the AOC e-book here  

 *This research was conducted before the Covid-19 pandemic in January 2020. Its purpose is to help businesses reflect, adapt and evolve communications with customers in a post-pandemic world. 

Art of Conversation LIVE - Episode 3

A quick conversation with… Joachim de Wild, CEO, Simfony

By | Communications, Customer Experience, Management, Productivity, Technology, Training
Our third Art of Conversation Live instalment focuses on all thing’s mobile connectivity, IoT, security and how to get past the learning curve, quicker, as we talk to Joachim de Wild, CEO of Simfony. 

5G and IoT were, until recently, buzzwords that have perhaps not triggered the kind of reactions we would normally expect from such innovative development. Joachim takes us through some real-life examples of how organisations are using advances in connectivity technology to evolve their own propositions… 

Listen to the full podcast here 
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A quick conversation with… Rick Faubert, Partner, True search

By | Communications, Customer Experience, Management, Marketing, Productivity
Our second Art of Conversation Live podcast gives us first-hand insight into the world of recruitment and staffing right now, as we talk to Rick Faubert, Partner at Retained Executive Search company, True Search.  

Through the art of conversation, Rick takes us through the journey that brought him to True Search, how developing his communication skills have enriched his experiences, how he’s adapted during the COVID-19 pandemic, right through to why he’s hopelessly addicted to U2.  

Listen to the full podcast here 
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4 tips for brand survival during COVID-19

By | Communications, Customer Experience, Marketing, Productivity, Technology
In our first Art of Conversation Live podcast our Marketing Director, James Marscheider, talks to Pete Hendrick, Managing Director of Octopus Group, a leading marketing and advertising agency. The conversation inevitably turns to the current landscape and how the COVID-19 pandemic is impacting the marketing industry and how brands can survive and get ready for recovery 

Listen to the full podcast here. 
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A quick conversation with… Pete Hendrick, Managing Director, Octopus Group

By | Communications, Customer Experience, Management, Productivity, Technology
In our first Art of Conversation Live podcast Marketing Services Director, James Marscheider, talks to Pete Hendrick, Managing Director of Octopus Group, a leading marketing and advertising agency. Through the art of conversation, this podcast will take you on a journey that will help you pivot your business and marketing strategy to the new world order, and beyond.

Listen to the full podcast here.
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