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How Dyn Uses ToutApp’s Email Tracking and Analytics to Delight Customers

You’d never thought DNS and email delivery could get this exciting. Dyn are the coolest kids on the block making the internet work. They’ve delighted us with their Most Reputable Sender in the World campaign and their nontraditional take on classic internet memes.

When they’re not busy powering the internet, Dyn’s business development and marketing teams use Tout to improve their emails.

Tout is great for “reaching out to existing customers… Since there are wayyyyyyy more customers than there are BDRs, it helps us keep in contact with them all and inform them of other offerings Dyn has.” – AJ Garron, Business Development Rep

As a very customer-centric company (we’ve written about Dyn’s credo and how they put the customer first here), the Dyn team use ToutApp to stay in touch with more customers while keeping the conversation personal. Our templates save the team time re-writing the same communications, and email tracking kicks in to make sure that Dyn’s reps are engaging with the most interested customers.

“Our team loves using ToutApp. Efficiency and 'working smart' are some of our credos here at Dyn, and ToutApp is a major tool to help promote both of them. It's a great connection tool that we use every day.' – John Zahr, Business Development Manager

“ToutApp is a great tool to not only learn how effective you are at first impressions, but also increase the number of first impressions you can achieve in a work day. It makes your emails more about the customers, rather than yourself using its customized templates. If there is one tool in your marketing and sales teams’ hands that is fist pump worthy…this is it.” –Ryan O'Hara, Event Marketing

Tout’s offerings not only help Dyn send out a larger quantity of emails, they also improve the quality of them. Template analytics keep the team on top of their game by letting them know how effective each email is. Not only does Tout help Dyn succeed as a business, it lets them give their customers more of the information they want.

In fact, if you’re a Tout customer looking for your own email servers to send from, we definitely recommend that you check Dyn out. Existing Tout users can set up SMTP with them here.

You can learn more about why Dyn loves us by signing up for a ToutApp account today.

Trada Hones in on Hot Leads with Tout

About Trada

Online advertising is a crowded, confusing industry that Trada brings sanity to. They run the first and only crowdsourced, community-based marketplace for online advertising. Clients sign up, detail their needs, and are matched with industry experts, eliminating the need for a full in-house paid search team. Their business provides an easy solution that’s ideal for mid-market and larger small businesses.

We've profiled Trada in the past to spread word about a job opening for Business Development Reps. Check it out to learn more about their team and great culture – as well as their annual scooter race! 

The problem

Trada’s messaging and lead follow-up process were systematized, but they lacked key insights into their day-to-day sales communication. Their Business Development Reps weren’t sure which leads were the most qualified to follow up with, and they also weren’t sure what communications resonated the most with prospects.

The Solution

Trada’s sales and marketing departments worked together to get Tout running for the team. Marketing created templates for sales, and sales used these in their everyday communications to A/B test and gather usage metrics. Tout’s templates save Trada time writing repetitive emails, and they ensure that messaging is consistent across the team. As a fast-growing company, new Business Development Reps can quickly get up to speed on the sales process and messaging. Trada’s sales team can now gain critical insights on a lead-by-lead basis – by knowing who opened their emails – to hone in on the most interested leads with targeted follow-up.  

Tout enables our sales team to prioritize their day. In the past we wasted time chasing leads who never opened the emails we sent them. By using Tout we can now target prospects that we are confident have opened their email. Tout also gives us insight into how quickly they are opened, how many times and what action they take after reading,”
– Chris Crawfurd, Director of Training and Sales Enablement

Bonus: ToutApp best practices from the Trada team

  • Move recipients with the most clicks and views on emails to the top of the list for follow up
  • Have marketing and sales work together to create and test sales email templates
  • Follow up with an email or phone call when the Live Feed shows a lead viewing your email
  • A/B test sales templates to see which perform the best, then use the ones with the best statistics.

Inc.com Lets Entrepreneurs Feel less Lonely with ToutApp

Our featured Team of the Week entry comes from the Inc. Business Owner Council. Every week or so, we'll profile a different user group who uses our app to improve their email productivity. If you would like to be featured in the future, you can apply here.

We are under the auspices of INC. Magazine, which decided that many of the INC. 500/5000 CEOs and business owners needed more than just an informative magazine. So they decided to create regional business owner councils around the country to support these entrepreneurs with their goals. We meet monthly and offer peer support in a confidential setting and offer enhanced access to INC. Magazine and other members around the country. We address the common theme of “lonely at the top”!

 

ToutApp's take: Entrepreneurs are building the future of technology, and they're working in a fast-pacedworld where the landscape changes constantly. Inc helps bring sanity and community to the process of starting a company, which is filled with pressure. Lately, too, we've seen some devastating losses from entrepreneurs who took their own lives because of depression and anxiety. Inc.com's Business Owner Council aims to create a community for these people, and they use ToutApp to help build and manage it.

With ToutApp, we love that we are not just able to send out numerous emails but we also get to see how effective each email is and who clicks through for further info.

ToutApp allows Inc to spend time contacting truly interested prospects and keep them in the loop. The Inc team are also able to share templates with co-workers in the various regions – a real time saver. They can also use Tout's analytics to determine which templates are more successful than others when reaching out to business owners. Through communication tools like ToutApp, the Inc Business Owner's Council helps unite entrepreneurs across the United States – and we're proud to support them!

How We Made our Customer Support Kickass

A customer-centered company

Here at ToutApp, we’re really dedicated to making our customers happy. My job title as “Happiness Officer” is a fairly excellent example of thisA month or so ago, though, as we amped up our marketing efforts, we started to experience some growing pains – especially in customer service. We’d been having trouble listening to our customers, responding as quickly as we used to, and making necessary improvements within the app – all while staying friendly, accessible, and helpful. It felt like a compromise to some of our ideals. To that effect, we decided to make some important changes to our support structure that I’ll talk about below.

Though none of this is directly sales-related, I hope that at the very least it’ll spark a discussion about how to best communicate with customers, as well as how to structure customer service at a growing company.

Here are some important changes and realizations we made where it comes to support:

1) “Customer service” is NOT a happy term.

Before doing any real restructuring of our support system, we meditated on our methodology and language for working with customers. “Customer service” is reminiscent of being put on hold and transferred, having to answer the same question over and over, or getting a nine digit case number to reference. Not the sort of experience we wanted to provide to ToutApp customers.

Since we’ve never been fans of doing things the old fashioned way, we’re throwing these terms out internally. If you want to get in touch with us, you can contact the happiness team to ask a question, report a problem, or talk to our enterprise sales team. No fuss.

2) Support tools can actually hurt productivity.

One of the biggest challenges I personally have been up against is the juggling of many different platforms in my daily workflow. At one point, I sat down, mapped out what I was using each service for (it looked something like this [right]), and decided things needed to change.

Here's all the tools I was using for support....

Now I’ve got Hipchat, Pivotal Tracker, Salesforce, Google Docs, Salesforce, and our internal database all hooked up to Zendesk and everything is finally in one place. I know when new cases come in through Hipchat, I can log bug reports easily, record user requests in a spreadsheet, and, most importantly, easily reference our customers’ data while chatting with them. Even if it takes some effort to build a custom setup like this, I can guarantee that the final result is worth it. Your customer support, service, or happiness team – whatever you call it – is not one size fits all. And your internal chaos will likely reflect itself when dealing with a customer. Your zen is their zen.

2) Your feedback mechanisms should be customized.

After a ton of research, we decided to migrate from Desk to Zendesk as our help desk platform.

Ask a Question

Zendesk provided some standard forms for submitting tickets. However, after looking over them we realized these were too generic for our business. So we decided to design our own forms.

Our main reason for this was the need for two very different forms: one that allowed customers to get simple questions answered (e.g. What’s included with your free plan?), and another for more in-depth problems with our product (e.g. Why won’t my templates load?). We’re a fairly complex platform that has a lot of different integrations, so we built up a really comprehensive “Report a Problem” form that asks as many questions as it can so that we can minimize back-and-forth exchanges by grabbing a ton of information up front.

Check them out:

3) Showing is telling.

Our new FAQs!

Throughout this support facelift, it had become fairly apparent recently that we’d outgrown our 

homemade help/FAQ pages, so I completely redid these. Our two worst problems with these FAQs were a lack of up-to-date information and too much text. Rather than spend the necessary time updating these FAQs, I typically ended up communicating one-off with customers to show them a feature or walk them through a necessary process.

I’m cringing a bit as I write this, because we all know that’s not a sustainable process. Investing the time to make your help pages great and create good articles and video content goes a huge way in making any support organization successful. After just a week on our new FAQ pages (using Zendesk’s framework – thanks!), I can already notice a lot more customers educating themselves about the product, which makes everyone’s lives happier.

4) Our customers’ priorities are our priorities.

We previously asked customers “How are you feeling?” in our customer forms. This was a suggestion that Wufoo made at Userconf (a conference that was really helpful in us defining our support priorities!).

In the end, though, we made a basic realization: customers who have to fill out a “Report a Problem” form usually tend to be annoyed – who wouldn’t be?

We wanted to have a more meaningful way of humanizing communication with our customers, so we took a tip from Zendesk and added in a “Priority” field instead. Is this a low urgency issue? Or is it highly impactful? Now we can determine if something needs to be solved right away or in the near future.

In conclusion….

We realized we weren’t scaling something well, so we fixed it. It was this realization that allowed us to create an even better experience for our customers. ToutApp customers can now get help more easily and quickly – with a friendlier face.

I’m sure we’ll continue to have challenges as we continue to scale, but now our revamped infrastructure will better scale with them. If your company is experiencing anything similar, I’d love to talk about ideas, techniques, and tools. If you’re a user, I hope you notice the improvements. We’re here for you guys!

User of the Week: Shane Scales Outreach and PR using ToutApp

Every week or so, we'll profile a different person who uses our app to improve their email productivity. If you would like to be featured in the future, you can apply here.

I'm, Shane Jones, the Senior Social Outreach Specialist over at WebpageFX, a full service Internet Marketing Firm. I oversee our Outreach team and manage online PR for our company, so I'm constantly connected to about 3 or 4 email accounts 24/7. WebpageFX offers so many unique opportunities for our clients to expand their online presence and gain exposure for their brand so we always have to be ready to go. We're constantly trying to find scalable ways to build relationships and increase engagement with web influencers. 

Because of the success of our department, very much due to ToutApp, it's one of the fastest growing portions of our business.

Why do I love ToutApp? Because without it my whole department's structure would crumble! Maybe that's an exaggeration, but we would definitely have a really hard time living without it.

We represent so many different companies when doing their PR efforts, so we need to manage various email accounts. And when you are pitching to people on a mass scale, it's important to maintain consistent efforts across all of your emails. Tout's templating helps us keep it all straight, making sure we don't have to tailor every email when we find we're typically saying the same things. Templates allow us to focus on what's important. Now that we've done several product giveaway promotions, we don't need to spend too much extra time planning out our email structures and strategy. 

Because of Tout's tracking and analytics, we know exactly what communications work through A/B testing different subject lines, tones, and approaches.

Finally, the greatest impact is not only ToutApp's ability to help us scale our processes up personally, but also as a team. By being able to add team members, it's so easy to share our experiences and knowledge about what's working for us, and share our email templates with other members. And we LOVE the “Feedback” section on all the templates. We can offer suggestions for improvements and really monitor whats working for each team member!

So thanks, ToutApp, because you've had a huge role in our growth, and we cannot wait for more to come from you guys!

ToutApp Adds Presentation and Website Tracking to Sales Communications Platform

We've been pretty busy at ToutApp lately – have you noticed? Today we're announcing two additions to our powerful email tracking: attachment and site action tracking.

Email Attachment Tracking

For the average person in marketing or sales, email attachments are incredibly important. They provide compelling content to the recipient, they supplement what can't be said in a short business email, and they're what help sign the deal. If you know your recipients are interested in the content you're providing them with, you have a far better chance of doing business together.

Now we'll let you know when your recipient opens an attachment and is paging around the content. You'll know when they open it, what's most interesting to them, and if they come back to view it again and again (a good sign!). This new attachments platform is called Tout Connect, and we've got some great additions coming to it soon…. so stay tuned.

Here's an example of what one of our trackable attachments looks like:

  New attachment.docx

 

Getting Started with Trackable Attachments

Tout Connect works in both on our website and in Gmail and Google Apps

1) To attach a trackable email, go compose an email, and then click either the “Link” or “Link to File” buttons.

     

2) Choose your attachment and send it out. We support PDF, Word docs, and Powerpoint presentations.

3) Hit “Send” and fire up your Live Feed. You'll see your recipients as they open and page through your attachments. 

Site Tracking Actions

We rolled out our Site Tracking feature a few months ago to let you know when your email recipients independently visit your website.

We rely heavily on Site Tracking internally at ToutApp to see when prospects visit our pricing, “About Us”, and trial account pages. However, we quickly realized that there's more to site tracking than just browsing around pages on your website. Now Site Tracking will alert you to the key actions that your leads are taking on your website: buying a product, signing up for an account, downloading an asset, etc etc.

Cool! How do I set it up site actions?

Log into our app and head over to our Site Tracking page in the Integrations pane. Follow steps 1-4.

Site tracking requires you to have access to your website's underlying code. If you don't have access yourself, you'll need to talk to your web administrator to get started. All you'll need to do is paste in some custom Javascript on the pages and action areas you'd like to track.

If you're have any questions, you can always email team@toutapp.com for help.

We hope you get a chance to play around with the new features! As always, we'd love to hear your feedback. And if you haven't had a chance to get started with our app yet, you can start your free trial today.

User of the Week: David Robinson’s Torrid Affair with ToutApp

I run musician services for a music-ed, tech-startup called Chromatik. I oversee outreach and customer service for the company and am constantly emailing people, telling them about our product and getting them on board. We have been building Chromatik for over a year and have had a tremendous response, including getting the American Idol band, Bruno Mars and tons of schools and institutions to use our product already! 

From an outsiders perspective, one might think we have a seriously unhealthy love affair with ToutApp at Chromatik. And to be honest, the outsider might be right. 

We thoroughly love ToutApp and use it daily in our office for reaching out to potential new users. I blame this torrid affair on ToutApp's email tracking and analytics, especially the Live Feed… not to mention the total integration with my browsers! Emailing has never been easier. We are able to A/B test emails and subject lines that are all tracked and neatly organized – and in return, it effectively helps us grow our company. We're looking forward to using ToutApp for a long time.

Every other week, we'll profile a different person who uses our app to improve their email productivity. If you would like to be featured in the future, you can apply here.

User of the Week: Reese Miller from Superhero IT Services

Hi, I'm Reese Miller, the head of Business Development for Superhero IT Services. I help identify and reach out to people who could benefit with some help with their IT infrastructure.

We do everything from cloud consulting to email marketing, so I need to stay productive and organized with my emails. Once I have a list of leads to reach out to, I'll send them each a personalized, templated email.

Seeing which leads have the most engagement through ToutApp lets me prioritize them.

I'll usually give a call to the people who have the most views or clicks on an email, and this helps me close a lot more deals. We've been using Tout for nearly six months now, and it's made a huge improvement to our sales process.

If you are a small to medium-sized business and need help with your IT, shoot me an email and I'll connect you with one of our superheroes. 

Every other week, we'll profile a different person who uses our app to improve their email productivity. If you would like to be featured in the future, you can apply here.

User of the Week: Gavin Pereira from Check-in-London.com

Hi, I'm Gavin, the director of Check-in-London.com. We specialise in serviced accommodation in London and offer the best selection of Serviced Apartments and Short Stay Apartments for holidays, business trips and relocation. 

We love ToutApp. It's easy to use, and it has significantly helped us increase our email efficiency and effectiveness.

Being able to see how our customers are responding to our emails is extremely useful for our team – and ToutApp makes this possible.

It gives us the tools to improve our email communication and enables us to give a better service to all our customers. We couldn't manage a day without it!

User of the Week: Max Altschuler from Udemy

I'm Max Altschuler and I've been doing Business Development and VIP Outreach as part of the content team for Udemy for over a year now. Udemy helps students make moves and learn new skills online. Whether you want to get promoted, break into a new industry, start a company, further a passion, or just accelerate your life, Udemy helps you learn from the amazing instructors in the world, so that you can get there and get there faster. Our expert instructors have taught over 400,000 students on Udemy, helping them learn everything from programming to yoga to design to salsa and more. 

We've been using Toutapp since the beginning of my tenure and couldn't be happier with the product and service it provides. We are able to track our emails and tailor them to convert better every time.

 

With ToutApp's analytics, we can usually pinpoint whether we need to change the subject line, parts of the body, or the email recipient list in general. We can email a group of recipients in minutes, even with slightly different copy using mail merge dynamic fields. With an emphasis on user data, Toutapp's tracking allows us to analyze data and react quickly and properly.

Every other week, we'll profile a different person who uses our app to improve their email productivity. If you would like to be featured in the future, you can apply here.