ACCOUNT BASED DATA
Business Wire | May 30, 2023
As the global leader in the social media management space, Hootsuite understands the wild nature of social and the flurry of messages and conversations that social marketers are constantly struggling to manage. To strengthen its dedication to addressing the ‘always-on’ customer service challenges faced by social marketers, Hootsuite unveiled its latest and enhanced tool, Inbox.
According to Hootsuite’s 2023 Social Trends Report, 49% of organizations make social customer service the responsibility of the marketing team, while 40% of consumers expect brands to problem-solve in the channels of their choice (e.g., Instagram Messenger). Marketing teams now have to manage yet another channel, become customer service agents, and address their customers’ inquiries within the social channels they live on.
As social media managers see customers increasingly turn to private messaging for customer service inquiries, Hootsuite developed an Enhanced Inbox to enable timeless and seamless social inquiry management. Inbox encourages efficient collaboration among internal teams, and offers a suite of features to streamline responses and speed up service.
“Our social team polled customers to understand their pain points on social, and what we heard was that our customers’ greatest struggle is not being able to engage with their customers and respond to inquiries 24/7,” said Natalia Williams, Chief Product Officer, Hootsuite. “Our product development strategy has been deeply anchored in making our customers’ day-to-day easier. Upgrading our Inbox tool to simplify, accelerate and empower users to provide exceptional customer service and ultimately propel their business growth takes our commitment to the next level.”
Inbox provides a centralized platform for social media marketers to manage all DMs, with new embedded functionalities that make responding to inquiries more efficient, without jeopardizing a quality response. SMMs and customer service teams can now easily collaborate with multiple teams to quickly resolve customer messages, automate service, offer social value and protect their brand.
“Prior to using Hootsuite’s new Inbox, we didn’t have a social care team,” said Santiago Garcia Solimei, Global Head of Social Media & Brands PR, Meliá Hotels International. “Now we have dedicated resources answering users through over 500 social media accounts, allowing us to be unified in our brand voice across the board.”
The key features of Inbox equips Hootsuite Business and Enterprise users to:
Manage conversations in one place with one centralized inbox for all public, private, organic and dark post conversations across social channels. Search for messages and comments across all social channels.
Easily collaborate with multiple teams/departments efficiently and confidently by using message routing to assign responses to the right individuals and teams. Improve collaboration across teams with assignments, agent collision avoidance, skill-based routing, and more.
Speed up response times, simplify, and automate service with saved replies, autoresponders, and auto-prioritization of messages based on SLAs and response times.
Connect to existing CRMs and chatbots to enable better service and deeper insights into the value of a conversation. Bring social conversations into existing customer intelligence platforms.
Get insights to improve performance by reviewing, analyzing, and reporting on activity and performance to better understand the value of service.
Add CSAT surveys to measure and improve customer satisfaction by sending CSAT surveys in the customer’s language based on business rules.
Monitor potential crises by tagging, searching and setting up alerts to monitor conversations and catch potential crises before they occur.
Keep the conversation going on the move and stay connected by viewing, filtering, assigning and replying to conversations with Hootsuite’s mobile app.
Combine social profiles by linking customer profiles across social channels together to get a holistic view of messages across multiple social networks.
Enable automatic language detection to trigger auto responders in a customer’s language and automatically route conversations to teams with specific language skills.
For more information on Inbox, visit our website here.
About Hootsuite
Hootsuite helps customers harness the power of social to ignite their brand and business. As the global leader in social media management, Hootsuite powers social media for brands and organizations around the world, from the smallest businesses to the largest enterprises. Hootsuite’s unparalleled expertise in social media management, social insights, employee advocacy, and social customer care empowers organizations to strategically grow their brands, businesses, and customer relationships with social media.
Hootsuite Academy, the industry-leading online learning platform, empowers education and growth through a wide range of certifications and has delivered over 1 million courses to students worldwide.
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BUYER INTENT DATA
PR Newswire | June 02, 2023
Lead2Pipeline, a B2B demand generation service used by global technology companies, announced its proprietary database of buyers has grown to more than 57 million worldwide. The company successfully recruited thought leadership industry veteran, Jarrett Simisky, to keep up with rising demand for lower funnel programs. To align itself with its growing technology customers, the company moved its headquarters from New York to Austin, Texas.
Over the past twelve months, Lead2Pipeline's GDPR-first database has grown to more than 57 million global buyers, increasing 75% across Asia Pacific and 150% across EMEA.
The company is one of only twenty global lead gen providers certified by LeadScale for verified leads which exceed GDPR standards for digital compliance. This allows Lead2Pipeline to deliver fully GDPR compliant lower funnel demand gen programs via email and phone across the DACH region (Austria, Germany, Switzerland) in English, French and German.
Outside EMEA, the company has seen growth in Spanish-language programs across Latin America. Additionally, clients based in Singapore and Australia have been growing faster than their US counterparts, indicating a promising recovery for technology companies in Asia Pacific.
"Our customers rely on our database to reach technology buyers in each region," explained Chip Klang, Co-Founder and CEO at Lead2Pipeline. "Despite the global recession, they continue to build pipeline for their sales teams by focusing on data and exclusively targeting buyers demonstrating intent for their solutions."
As technology marketers face increased pressure to produce lower funnel (buyer-ready) leads for their sales teams, demand for research and survey-based content has grown significantly.
To help design and scale these lower funnel content syndication programs, Lead2Pipeline successfully recruited one of the industry's most experienced thought leadership sales experts, Jarrett Simisky. Based in Boston, MA, Simisky has driven growth and forged partnerships at prolific brands, including QuinStreet (acquired by TechnologyAdvice), TCI, and TechTarget.
"I'm excited to join Lead2Pipeline at a time when tech marketers are seeking guidance for their full funnel demand generation programs," says Simisky. "Lead2Pipeline's cutting edge intent signals allow our clients to target their high-quality content campaigns with precision."
As SaaS companies grew rapidly during the pandemic, many built teams outside the Bay Area, Boston, and New York. Austin, Texas has been a major beneficiary of this nationwide migration of flex tech workers. In addition to engineering and customer success teams, Austin hosts a thriving tech marketing community.
Earlier this year, Lead2Pipeline moved its headquarters from New York City, where the company was founded, to Austin, while maintaining a remote global workforce. The company expects to build strong relationships across the Austin tech marketing community, with key team members permanently based in Texas.
"Technology giants and well-funded startups are laying down roots in Austin. We see a bright future for the growth of this city, and we want to build alongside our clients." added Klang.
About Lead2Pipeline
Lead2Pipeline helps drive growth for the world's most innovative technology companies, including VMware, Splunk, and BambooHR. Using artificial intelligence and privacy-protected intent data with full CAN-SPAM, CCPA, and GDPR compliance, the company delivers top, middle, and bottom of funnel demand generation campaigns across its proprietary database of 57M technology and business buyers worldwide. For more information, please visit www.lead2pipeline.com.
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CORE ABM
PR Newswire | June 06, 2023
Demandbase, the Smarter GTM™ company that helps B2B organizations hit their revenue goals, today introduces the biggest breakthrough in B2B since ABM — AI-powered buying groups. Demandbase One™ will be the first and only platform to use cutting edge, generative AI to analyze millions of data points, drawing from more than 150M B2B contacts combined with the industry's deepest advertising, intent, and engagement data to generate dynamic B2B buying groups, assign roles and personas, and recommend new contacts. It also will aggregate buying signals across the group and streamline engagement, unlocking a clear competitive advantage and saving hours of manual research and guesswork to drive greater revenue growth.
"As a company that heavily relies on ABM, Demandbase's new Buying Group solution will be a game changer," said Dan Cafiero, senior program manager, Account-Based Marketing and Paid Media at Seagate. "The ability to automatically identify and engage with accurate buying groups, understanding their personas and roles, will revolutionize our sales and marketing efforts. This tool truly understands the complex dynamics of B2B decision-making processes, cutting through the noise to reach the right people at the right time. We can't wait to get our hands on it."
"B2B GTM teams have known for a long time that the traditional lead-based approach really misses the mark, because individuals don't buy solutions in the enterprise — that focus is too narrow," says Brewster Stanislaw, chief product officer, at Demandbase. "That's why account-based marketing came into existence… but the reality is an account-based approach has its drawbacks as well. It's too broad because it's not every person at an account that participates in a buying decision. The sweet spot is in between; it's the buying committee, made of influencers, champions, blockers, etc., that actually determines where and when an enterprise will invest in a given solution."
Stanislaw continues, "Until now, it's been too hard to implement buying groups because companies had to rely on manual guesswork and faulty data. Our AI-powered buying groups solve this once and for all by delivering on the audience that is 'just right.' We're using artificial intelligence to analyze massive behavioral data sets to generate accurate buying groups and automatically assign roles and personas to each of their constituent members. This empowers our customers to be optimally efficient across their entire GTM motion. By focusing on the buying group as their core GTM object, they can generate more demand with greater velocity through the customer journey, while minimizing waste by investing resources where they are most impactful. This is a revolution for B2B GTM teams that will unlock efficient growth, and those that adopt will be the CMOs and CROs of the future."
The industry has recognized the need to target and reach buying groups, with Forrester Research saying that the goal of this approach is to "better align with the true buyer in virtually all B2B buying decisions — a group of people (the buying group) all working together to solve a business issue."
"Identifying and engaging with the buying committee is the key to winning deals but it's really hard," commented Craig Rosenberg, chief platform officer at Scale Venture Partners. "That's why the introduction of AI-powered buying groups is so powerful for GTM teams. It eliminates the manual guesswork for B2B GTM teams thus allowing these teams to focus on driving increased demand."
Historically, teams have relied on guesswork, manual processes, and missing and inaccurate data, resulting in systematic under-estimation of all personas that make up the full committee. With Demandbase Buying Group AI, this will all change. For the first time, companies will be able to use AI to automatically generate their ideal buying groups, create different buying groups for different products and journey stages, find the right contacts for each persona — adding them to their CRM, if not already there — and engage them with accurate contact information. The result will be fewer missed, lost, or delayed deals and vastly superior go-to-market execution.
Demandbase pioneered the ABM movement and is now leading the way in this latest evolution of B2B go-to-market. The company is uniquely positioned to deliver on AI-generated buying groups with its massive data set that combines the customer's engagement data with Demandbase's B2B data — including AI-validated contact data on more than 150M buyers plus expansive advertising and behavioral data — to see how individuals interact across products and with each other.
Demandbase Buying Group AI will launch out of beta in Q3 of 2023. See how it works to learn more and discover why buying groups are the foundation of a modern, Smarter GTM™ platform.
About Demandbase
Demandbase helps B2B companies hit their revenue goals using fewer resources. How? By using the power of AI to identify and engage the accounts and buying groups most likely to purchase, powered by combining your sales and marketing data with our validated B2B data — what we call Account Intelligence. Better data makes better AI, that's Smarter GTM™.
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