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Customerly – A Live chat built for startups.

Why do businesses with good ideas fail? There are many reasons: inadequate marketing and outreach, a misunderstanding of inflow and outflow of revenue and poor customer service and satisfaction. That last one is extremely important, yet many companies tend to neglect it. In fact, Forbes estimates that companies lose out on $75 billion due to poor customer service. While investing tons of money on customer support and satisfaction during the early days of developing your business is perhaps not very prudent, it’s important to invest in it at the right time and the right way.


Sales Funnels

However, customer support comes after the sale of good and services, so an understanding of how sales funnels function is pertinent. Usually, a customer acquires knowledge about a product, and if it appeals to their sensibilities, they become interested in the product and further research competitors in the market to reach a conclusive decision, after which they purchase the product of their liking. This is a basic sales funnel and is a cornerstone to business, but what most sales funnels and businesses don’t talk about is the customer after the sale. Products can have defects or in other cases, the customer might want to purchase the product on a recurring basis (typically found in business to business B2B sales). In this case, after sales service or customer service is extremely important to keep a customer for the long term. Many companies and businesses might have great ideas and products, but they fail because they don’t have all their bases covered.

Customer service through live chat software

After our business took off, we realised we had to implement a solid customer service plan for potential and existing customers to ensure long term growth and profitability. We decided to go the SaaS way and looked into several customer service applications like Tawk.to, LiveChat and ZenDesk, all of which were services we didn’t find up to the mark for our needs. LiveChat had long wait times which was frustrating and their scripted responses seemed to push customers away, after which we looked into Tawk and ZenDesk. ZenDesk was pretty nifty, but it’s very expensive if you need all the features and its a pain to set it up.Tawk has similar issues, not to mention their UI and design are too flat and lacking in intuitiveness.

Because of this, we looked into other customer service solutions. Customerly was one of the best we’ve come across. Setting it up was easy and after about a month of using them as our customer service solution, our user engagement increased by 2816%, with the live chat option and the welcome message being the things our customers liked the most.

Results with Customerly

Let me reiterate: our engagement increased by 2816%. We have a strong reason to believe that integrating customerly has been the leading cause for this spike in user interest. This increase has allowed us to close on 3x more sales than we used to. Customerly is non-intrusive and very user-friendly. It doesn’t scare off leads from clunky software. Our existing clients know the kind of support to expect. Customerly’s approach to Live chat is a breath of fresh air. We’re no longer bound by annoying and obnoxious alerts at ungodly hours of the night – Customerly simply informs the client of our hours and our last activity and we can get an at a glance overview of the support dashboard to know what’s happened whilst we’re away. Not only has it helped our clients, but it’s also helped us reduce the time it takes to get a ticket done and streamline our support experience while building our business quicker without worrying about support.

Customerly is a new company looking to make in-roads in the live chat business, offering services better than their competitors at competitive rates (like us as well), and you can look into customerly over here. We’d strongly suggest looking into customerly as your live chat solution, but also to look into after sales support if your business is outside the nascent stage and looking to grow.

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9th May Update Blog

We’ve done a quick video to cover the last blog post & cover the server changes, You can see that below.

Changes

  • Video Encoder Update
  • DM Viewer in beta
  • Profile can now update usernames
  • Video Thumbnail Picker

Planned Changes

Feed Editor – We want to bring more options to manage your profile, the feed editor will let you browse your feed, search for posts, comment, like and DM users directly as well as repost media in 2 clicks

Re-Login Helper – We plan to bring a one click Re-Login to help with any troublesome accounts.

Auto Comment & Like Filters – As the title explains, More filters to both of these

$1.80 Method Automated – We’ll be providing a way to automate Gary Vee’s $1.80 method, this is still up for debate, We’d love to hear if you’d find this useful

Automation+ – This will let you Find a post to Like then follow the user and leave a comment or private message for the best chances of getting engagement back

Image Editor – We’re planning to add a basic Image editor for cropping and simple effects

Copy & Paste targets – Easily copy across sources from one account to the other.

Multi-Account Posting – Select them all or just one, Easier method to post to multiple accounts

Boost Wizard Revamp – Easier to see when it’s on, What it’s doing and what it has planned – Basic analytics

Price change & Increase

We’re going to be getting rid of the unlimited accounts on Charlie, Existing users will still be able to use this and will have the option to re-subscribe – LTD accounts will not be affected, This is strictly for new users going forward.

We’ll have some more info on the price changes and why soon – This is expected to be live 01/06/19

Please reach out to live chat for any clarifications 🙂

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Server downtime & Action Plan

UPDATED POST & VIDEO HERE

This post is in result of the two outages we’ve had in the last 31 days.

2019-04-07 09:00:47     Connection Timeout  1 hrs, 6 mins
2019-05-05 18:54:20     Connection Timeout  7 hrs, 45 mins

The first issue was due to a network configuration which was assumed good to be pushed live, The second, Longer one was due to our geolocation compared to our user load – A script that failed to execute ran the server up to 100% and crashed some services at about 4AM Local time, We had no fallbacks and this was clearly a mistake, Below I’ve outlined the steps we’re taking to prevent this in future and keep our customers updated.

Infrastructure updates

We’ve submitted an order for a bigger and better main server – This will allow us to allocate as much resources as possible to Postable, We’re moving all our sister sites and tools to a seperate server in order to eliminate any bottlenecks or potential issues.

Better Monitoring

We’ve only deployed uptime robot to monitor our website and send push alerts when it notices an issue – This isn’t good enough, We’re currently looking at some paid options but will settle on something with calling or webhook integration so we can ensure someone is alerted if there is any issue for more than 20 minutes.

Fallbacks and software solutions

We’re looking into fragmenting our service and using a cluster of servers with failover protection, This would take some time to implement but we’re very aware this needs to be looked at.

We’ve also set up a new software monitoring panel to help us find irregularities and problems – we’ll be combining this some network monitoring tools and a new firewall.

What to expect

This will be a big change – Once our servers are provisioned we will be doing a database migration – This should take anywhere from 30 minutes to 3 hours depending on network load, The current time we’re looking to do this is 2 PM on the 9th of May – Brisbane, Australia time.

This will give us an opportunity to migrate our servers, set everything up and monitor – We will be upgrading our Video Encoding during this time so if you’ve had video issues this will be fixed.

Delays – Bugs and slowed down support time

We can work our best to make this Bug free and pain free – but they will happen and our live chat will be delayed, If you have any immediate problems related to billing please reach out we will do our best to assist but if you’re having issues with bot speeds, we will be aware and working on it.

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New Website & Price Changes

We’re always working to make Postable the best automation platform it can be, That being said our current offering has evolved from a bot & proxies to what it is today, In order to provide the best possible experience and keep features updated we have to adjust our prices accordingly.

All Current Monthly plans will grandfathered and you won’t need to pay more, Lifetime deals will be honoured although both of these plans will have some premium up-sells that we simply can’t offer on a lower plan tier, an example of this would be Mobile Only proxies – those wanting their accounts setup with U.S/U.K or Russian proxies will need to pay an extra fee due to the costs associated with acquiring and maintaining these proxies.

The new plans will be slightly fragmented and will come in 3 tiers with a 4th planned once we have more enterprise features released.

Please reach out to live chat with any questions.

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