• Call intercept in Bitrix24

    Yana Prokopets 20 October 2017
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    Bitrix24 allows call interception for any telephony queue group user. Be default the intercept dial code is *11, but it can be changed in Telephony Settings. Entering the code allows you to intercept an unanswered call that is currently routed to another telephony user. Please note that users can’t intercept calls outside their queue group.
  • Many of you have asked for integration between Bitrix24 CRM web forms and Facebook lead ads. This feature is now available to our users. Here's a short video that outlines the entire process


    Tags: CRM, facebook
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    Every marketer or a business owner wants to see their sales skyrocket. And there are numerous ways to promote the business and turn this vision into reality.

    Social media is one of the recent advertising methods. But in order to fully benefit from the opportunities that social media has to offer, it’s important to think strategically and optimize ad performance.

    This article is intended to explore Facebook advertising basics and psychological tricks to help you create a successful Facebook campaign.


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    Canned responses to frequently asked questions are quick and convenient communication tool for both the customer and the online consultant (technical adviser, etc.). In Bitrix24 Open Channels, user responsible for the chat, can insert it from a canned responses menu, rather than typing the same answer repeatedly.

    Managers can create own FAQ list of replies for Open Channels. Canned Replies are based on Lists. This is an independent lists section designed for Open Channels, where you will be able to add, edit, assign access permissions for canned responses. Please note that you can group responses, e.g. categorize them as technical questions, sales, delivery, partners, etc.

    Users, working in the Open Channels will be able to add own replies to the Canned Responses list as well in one click.

    Read more...


  • Bitrix24 account administrators can now apply changes made to their menu to all users in the account. This is done by using ‘Set shared menu for everyone’ option. Do note that each individual user and account admin(s) will still be able to continue customizing their own menu after the shared menu is applied.
  • The Most Essential Rules of Customer Service Communication

    Yuliya Skorobogatova 29 September 2017
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    Customer success depends on so many factors. Not only your product should meet customers’ expectations, but all brand touchpoints are supposed to be smooth and pleasant. Unfortunately, we cannot overrule the human factor and all companies have to deal with accidental bugs, complaints and grumpy customers. Here is where customer service communication comes in. Be it verbal or written, it is like the glue that spell all the differences between churn and loyalty, between dissatisfaction and success.

    We prepared a list of rules Bitrix24 success team uses to communicate with customers. Some of them you’ve probably heard of, but we also share our “secret” gems. Applied to any human interaction, these rules will make you an effective communicator and level up customer service communication in any company.


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  • New CRM Reporting Option

    Dmitry Davydov 28 September 2017
    If you are missing CRM reporting options, try new application CRM Advanced Report from our #1 partner in the Southeast Asia - YouNetSI.

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    Tags: marketplace, apps
  • The article has been provided by YouNet SI, one of the leading Bitrix24 partners in Vietnam & S.E.A. Please contact them directly regarding installation or additional details.

    Human Resources Department is one of the core elements of any business. However, HR professionals still have to deal with a lot of paperwork and other overly time-consuming tasks. Replacing a conventional management approach with an up-to-date process can drastically ease the workload of HR staff, thus increasing the competitive advantage of the business.

    Normally, HR Department relies on IT Department in creating, managing, making modifications to the staff database or company operational structure whenever necessary. As one department is specialized in managing staff, whilst the other is focused on managing user data at a technical level, this can lead to many issues such as:

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    Scott and Margaret flaunt two very different personalities. While he’s always the first to come to the office and the last to leave, she’s usually fashionably late. The rest of the team adores her, though, because Margaret is kind, respectful and easy to work with. Despite being a bona fide genius, Scott is unfortunately less so. Try as he might, he cannot seem to score the employee of the month recognition.

    It is, after all, where Margaret’s unbeatable.

    The fact that they are both highly intelligent people notwithstanding, her tact and empathy somehow trump his remarkable outside-the-box thinking. Even with his positive outlook, Scott has never been able to demonstrate the kind of performance his company is looking for. When Margaret was finally promoted into a customer service manager, Scott took a leave of absence to deal with his anger management issues.

    In the eternal struggle between soft and hard skills, Margaret’s emotional intelligence won another battle against Scott’s IQ.

    Here’s how raw genius hardly stands a chance when well-managed emotion is in the room, and why companies should learn to harness the power of emotionally intelligent people.


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  • QuickBooks integration for Bitrix24 is out!

    Dmitry Davydov 13 September 2017

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    Yes, we’ve done it. By popular request, the ‘official’ app for QuickBooks integration is out and available to all users, paid or free. This is the first iteration of the app and it syncs information for contacts, companies or accounts between your Bitrix24 and QuickBooks accounts. This is very convenient if you are issuing invoices from QuickBooks, rather than Bitrix24 for example. You will also get notification inside your Bitrix24 account when QuickBooks-issued invoices are paid by the client.

    We do have plans to add more two way sync features for commercial Bitrix24 users, so feel free to send your feedback, ideas and suggestions to info@bitrix24.com.


    Tags: CRM, invoice, marketplace, quickbooks
  • How to Assemble A Customer Success Team From Scratch

    Yuliya Skorobogatova 7 September 2017
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    Bitrix24 is big on definitions. It’s not because we prefer formality or take pleasure in officialism, but because we believe that things should be simple and clear. For every what, we like to know why before we figure out how. And, we like sharing. If you find our knowledge and experience useful, then we’ve succeeded.

    Speaking of which, success is a big buzz word around here. Last time, we tried to define what it means for the customers. As promised, we’ll now try to define what it means for the customer success teams. We’re assembling our own as we speak, and we’re eager to tell you what we’ve learned.

    Like everything else, our mission is simple and clear – to make our success yours.

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  • Meet Start CRM Page!

    Yuliya Skorobogatova 6 September 2017

    What are the most important prerequisites of a very successful company? The list is too long to recite here. Although the performance assessment of managers and control over customer communications are certainly among them, these processes are difficult to track.

    Great news! An updated Bitrix24 Start CRM Page provides a complete Communication, Sales and Workload overview in a convenient single page display.


    Read more...
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    Retention, revenue expansion, churn. Mention them in any business environment, and the crowd’s reaction would always be unanimous. A thriving company, they’d say, depends on happy customers. It’s a classic case of cause and effect, really – if there’s no satisfaction for them, there’s no success for you.

    But, shouldn’t success be mutual?

    Don’t we all look to achieve the same desired outcome?

    According to Merriam-Webster, that’s exactly what success means.

    First, we were introduced to the experience economy. Then, the experience economy urged us to become customer-centric. Now, engaging experiences and customer satisfaction no longer suffice. The tables have turned, the terminology has evolved, and we’re looking at a brand new concept.

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    “Courteous treatment will make a customer a walking advertisement”, said James Cash Penney back in the simpler days of entrepreneurship. Today, the idea behind his quote is even more significant. As our modern clientele grows less and less patient, staying courteous becomes less of a choice.

    But, showing politeness doesn’t suffice either; speed, efficiency, and availability are just as crucial. Not only do our customers expect to be delighted every step of the way, but they want to feel special as well. That’s where customer relationship management steps in, simultaneously enriching their experience and accelerating our growth.

    To help you master the jargon and employ the best CRM solution, we’ve compiled a list of frequent terms and phrases used by experts and providers.

    Read more...
  • See Who Has Read Your Posts In Bitrix24

    Yana Prokopets 16 August 2017
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    Your Bitrix24 account Activity Stream has Views feature now! Have you ever thought it would be great to know who has read your message already? Now you can see it in real time.

    Besides Likes, which require an action from user side, Activity Stream messages are now shown with view statistics.

    Read more...
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