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Top 4 Marketing Tips from Invoca Summit

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Invoca Summit had an impressive line up of speakers from companies like Google, Adobe, and Forrester highlighting innovations and trends in the marketing and product world. Below are a few tips from the summit that all companies can take action on now.

Image of Invoca Summit stage

Take Advantage of AI technologies

Artificial Intelligence is a dream come true for most marketers. It provides you granular data and additional information to guide your campaigns. However, it can be a challenge navigating all the products currently available to make a final decision on which one you should use. Invoca has their own AI technology that captures information from phone calls. Signal AI is Invoca’s machine-learning technology that uses statistical models to pull out keywords and phrases from conversations to gain an understanding of customer intent. With this information, you can segment customers, route them to appropriate avenues, and meet their needs much faster.

An example of this in action is from a session with Frontier Communications, a company based in Connecticut with services throughout the United States. They did a lot of work setting up custom fields and scripts for their sales team. They asked specific questions to help determine what is most important to their customers. For example, Frontier representatives asked customers how important the Hallmark channel was to them. By asking this question in particular, they determined that 15% of their customers had an interest in the Hallmark channel. Frontier used this information to help negotiate a pending contract with Hallmark based on the level of interest their customers had. Using Signal AI, Frontier accurately segmented the percentage of customers interested in the Hallmark channel, and now they know where to spend a portion of marketing dollars.

In another session, a panel of top marketers discussed data analysis. A common theme highlighted how difficult it is to get all your data into one centralized location to analyze. AI, as they shared, can help analyze metrics at scale. Naturally, we thought of a Salesforce solution for this — Einstein analytics.

one to one conversations presentation information

Make Chatting Convenient

We’ve all heard the saying, “meet customers where they are,” but when it comes to communicating directly with customers you also need to make sure it is on their terms. Whatever you do, make it easy and frictionless to respond to you. Nowadays, over 50% of people prefer interacting via a phone call. Similarly, text messaging and chatbot usage for businesses are on the rise. So how are you communicating with your clients? Below are a few highlights from the Summit addressing communication. 

Phone Calls  

Invoca makes phone calls an effective form of sales, marketing, and even customer service.  Using Promo Numbers and Ringpools, you can collect data on your callers. All the while using real-time data to make sure they are receiving the help they inquired about.

Chatbots

People understand that a human may not always be available at their every beck and call. Chatbots are a great solution to providing real-time triaged assistance. We particularly love what Salesforce is doing with their new product, Einstein Bots. According to Jay Baer from Convince and Convert, “64% of Americans say 24-hour service is the best feature of chatbots.” These are great alternatives for when a 24-hour call center is not an option. Although chatbots are becoming increasingly popular, a majority of people still prefer interacting with a human as seen by the Brand EQ Study conducted by Invoca and Adobe. Try them out and see how your customers interact with it! 

Text Messaging  

Take a second and think about your personal choice for communication. It wouldn’t be a big surprise if you said text messaging. Based on a Twilio study, 90% of business leads would agree with you. Most leads prefer communicating with businesses through text.

A majority of text messaging tools on the market are for bulk texting. At Invoca, we had the pleasure of meeting the Drips crew. Drips is different than your typical bulk texting service. With Drips, you can nurture leads with texts, similar to how you would send nurture emails. Engagement programs can be built out so you are sending relevant text messages consistently until the desired action is taken. On the other hand, if you are looking more for a 1-1 texting tool, we actually developed a solution that allows you to text clients directly from your native app while simultaneously capturing those messages in Salesforce. No need to spend time manually entering in data. Check out Uplink to learn more or request a demo!

Utilize Voice 

Voice search has increasingly become a popular avenue for consumers to find information quickly. Your search ranking matters now more than ever. If you are not in that first position and someone uses Voice Search, then your information is not seen. Here are some ways to address this, some may not be new to you but more of a reminder. Ironically, Julia Snead, VP of Marketing at Invoca, says that “voice” is going to bring the true concept of a phone back to our phones. “They turned into mini-computers,” she said, but with the use of voice, you are now talking into phones and getting some type of response. More and more people are utilizing the voice features to make phone calls, text friends, set reminders, and perform searches. And according to Wordstream, 50% of all searches will be voice searches by 2020. Likewise, the rise of smart speakers will increase to 55% by 2022. That is just a few years away…

Future of Voice

Move from Last to Multi-Touch Attribution

Companies are moving from last touch attribution to multi-touch attribution. Collectively, marketing teams are realizing that it is no longer a viable option to only consider the last touch when determining ROI. Why? Well, let’s say you have a paid marketing team and an SEO team. How will you know what first brought a converting lead to your site? If we think about the last touch, then we may think it is the form with an effective call to action on the website that led them to convert. However, if we take a holistic multi-touch look, we can see the full journey of all leads. This information is vital when you are determining where to spend your marketing dollars. Every touch matters and you should know all the actions your leads are taking.

Yet, it is easier said than done. We get it. A few years back, we ran into the common pitfall of relying on the last touch and attributing that to overall ROI for campaigns. To give our specific marketing teams the credit that was due, we decided to build our own product — Shuttle. This product guides data from one source like Invoca into one or multiple destinations like Salesforce and Slack. Invoca has an integration with Salesforce already which is fantastic if you are looking for a way to connect call data to your CRM. But, what about other touch points? How are you accounting for those in your CRM? Are you also looking for a way to connect call data to other objects within Salesforce, like opportunities or accounts? With Shuttle, you can pull data from any source and move it where you want it to go. We touched on this topic during our Lightning Talk — Amplifying Invoca to Enhance Your Marketing Efforts & Campaign ROI. 

Invoca Product Launches

Bonus: Invoca Product and Feature Updates You May Have Missed

    • 4 new foreign languages & dialects for Signal AI
    • Navigation on the Invoca platform is changing  
    • New built-in data visualization tool with the ability to build data dashboards
    • Contact center solutions – Invoca is teaming up with Genesys to receive information and then send it back to Invoca
    • Updates to the custom Invoca Tag
  • Custom data replaces the need to add the same pool parameters to different campaigns

What were your takeaways from Invoca? Are you looking for a way to improve your communication with customers, call attribution, or implementation of AI? We can help, connect with us today!

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    How to Delight Your Customers: Lessons from Invoca Summit

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    It is no surprise that meeting customers needs and wants is crucial for every business. But how are you doing this? We, at Lunar, learned a great deal about creating and delivering delightful experiences at the Invoca Summit last week. This post is inspired by all of the sessions and keynote speakers this year.

    “All companies are subscription based companies,” says Amit Ajuji, VP of Adobe. Whether that is the pricing model for individual companies or not, all companies must invest in building long-term relationships with consumers. Not only that, but you also need to maintain those relationships to keep them coming back. Consumers are not less patient than they were ten years ago, we as marketers, are taxing their patience more often. So how do we combat this to make sure our customers are happy… all the time?

    Read on to learn specific ways to gauge the experiences you provide and how to provide delightful ones.

    Invoca Summit Delight Your Customers Blog Post image

    4 Principles to Deliver Delightful Experiences … Every Time

    Know Thy Customer

    A part of every marketing strategy is researching your target audience. Do you have a clear picture of your target audience? What are their greatest challenges? How can you empathetically understand their needs? As marketers, we must “seek first to understand, then seek to be understood.” Our customers expect us to know them well enough to tailor products to their needs, interests, and wants. They also expect advertising to be relevant to them, however, 96% of consumers are actually being delivered the wrong advertisement. That sounds like a lot of wasted money and effort on the wrong audience! Take it back to the basics. When was the last time you updated your customer personas based on the data you have been collecting? If it has been a while, consider revisiting these documents and see how you can improve your customer experience. 

    A Consistent Voice Moves The Needle

    This sounds like common sense, I know, but it is often overlooked. Our consumers interact with us and expect their interactions to be consistent — across all channels and mediums. So how does this translate to your marketing efforts? From marketing campaigns to customer success emails, your voice must be the same. Great examples of brand consistency are Slack and Helpdocs. Website copy for Helpdocs, for example, generally has a humorous and very personable tone. Their emails and social channels also convey the same personality. Check out the image below taken from their Twitter feed — “nice and snugly” sums up their personable company voice. 

    Help doc Social personality

    Build Technology Intuitively

    What steps are you going through to make your technology intuitive? An intuitive design allows your technology to be transparent — no hidden portals or unclear steps to perform an action. This can increase your user adoption and retention rates. Eight Steps to Intuitive Design and How to Create an Intuitive Design are great reads to assess and possibly fine-tune your design process.

    Delightful Experiences During Every Interaction 

    This sounds like a hard feat, but is it really? With tools that use artificial intelligence, like Invoca’s Signal AI and Salesforce’s Einstein, you now have more consumer data at your fingertips than ever before. Pairing this consumer data with user research and customer feedback can improve your product offerings. Remember, we don’t know what we don’t know. How can you add more features if you don’t understand how customers interact with the existing features of your product? The recent product updates from Invoca are a great example of taking customer feedback and user research to improve their own product. On the same token, user research can be applied to other aspects of your business. Conducting A/B tests on your website, products, and marketing campaigns can guide your next steps. Delightful experiences can be measured and tracked, so be sure to use your data to provide pleasant interactions with your brand.

    5 Step Recipe for Providing Delightful Experiences

    Fill in the Dots About Your Customers

    Use what you know about customers and meet them where they are. This mindset applies to your product, marketing, and customer success. It goes along with “Know Thy Customer.” Your customers’ needs and wants will evolve, how are you going to keep up with them?

    Designing for Scale

    How are you improving quickly while ensuring you can continue to scale the product’s offerings? On average, what is the turnaround time for product features and updates? How are you building products to ensure they can scale up? These are great questions to ask along with a few core areas to focus on as shared in an article titled, “Scaling Design as the Company Grows.

    The Consumer Journey is Fast. Keep Up!

    With so much marketing content out there, consumers are being bombarded with information. Think about how much product marketing you interact with on a daily basis. To combat this overload, we need to maximize the time visitors and customers spend with our offerings. They expect fast, and we must give it to them. Landing pages, emails, and products all should have responsive and quick loading times.

    Integrate and Improve

    One of the most common business challenges is that data doesn’t always make sense. To fix this issue, consider integrating your technology stack, so the data transfer seamlessly from one system to the next. We actually developed Shuttle to distribute data from sources to destinations in a snap. It addresses the common problem of “data wrangling” and “data cleansing” by gathering the required data, standardizing the fields, and moving it along to where you need it most.

    Make Your Company Values Known

    Now, more than ever, consumers are wary of brands and are beginning to look past the products or services themselves. They want to know who we are. Who is this company that I am about to invest in? What are your company values? Are these clearly known to your consumers? We at Lunar wanted to give back to our community in some way and joined Pledge 1% as a result. We give one percent of our time to our community. What do you stand behind?

    Our biggest takeaway from Invoca Summit is that many companies are still using technology in silos. Their data is not working for them like it should, hindering their ability to fully delight their customers. Is your company in this boat? Data should be flowing easily between technologies and used effectively to provide delightful experiences at every turn. 

    Connect with us if you need help integrating your technology stack, we are here for you! 

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    Why Embracing Technology is a Requirement for your Business

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      4 Event Highlights from Florida Dreamin’ 2018

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      Florida is home to a thriving community of Salesforce evangelists. Lucky for us, the amazing and helpful Florida Dreamin’ team put together an event that is one we won’t forget! It offered the perfect atmosphere to connect with other trailblazers, learn about new products, and understand how to tailor customer experiences. From new tools to uplifting your community, check out the highlights below from FLD18!

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      Common Barriers to Success

      We learned that there are significant barriers to success that you and your company should be aware of — all surrounding user adoption. The most shocking but understandable statistic is that 70% of CRM projects fail due to a lack of user adoption according to CSO Insights.

      That’s why Lunar exists. We provide consulting from start to finish and educate users, like you, along the way. To complement our consulting, we have created products that are easy to use and can be adopted across your organization. The first product is Shuttle, a data distribution tool we have used to connect marketing tools, like Invoca, to Salesforce while gaining customer insights to guide our marketing efforts. Check out our FLD18 session presentation presented by our President, Jon Robinson, to see how Shuttle helps you calculate ROI from lead generation efforts.

      Did you know that 32% of sales people have to spend at least an hour on manually entering data? How tedious! At Florida Dreamin’ we participated (and won!) the demo jam where we showed off (humbly, of course) our latest product, Uplink. A sales enablement tool that allows you to text directly from your phone and captures the messages in Salesforce for you. No manual data entry required!

      Check out our 5 minute Uplink demo

      Tools & Products to Know About

      Events are always a great place to learn firsthand about new tools and products that help your company become more efficient and grow. Below are a few that you should know about!

      • Get Feedback – measure your customers’ satisfaction during each step of the customer journey by providing quick and brand-consistent surveys that can be embedded into your emails. Results connect with Salesforce so you don’t have to manual enter specific contact results.
      • Elements.cloud Catalyst – Easily clean up your Salesforce org and see an overview of fields, descriptions, and notes used. This tool helps you build process maps and data flow diagrams, configure documentation and more.  
      • Introhive – a relationship data science platform for CRM’s that increase user adoption and provides insights about clients and prospects. We learned during their demo, that you can update client and contact records by pulling in data from emails and other sources. You also can collect and organize communication between your company, customers, and prospects.
      • Lighting Inspector Chrome Extension – A Google Chrome DevTool that helps you to debug server interactions, test fault tolerances of your app, and identify performance issues.

      Lastly, stay on the lookout for the Salesforce Trailhead mobile app! The closing keynote at FLD18 by Chris Duarte generated a lot of excitement for Trailhead and she shared that the mobile app is on its way. Once that is released, we will be able to learn on the go and rack up those badges!

      Think Like a Customer

      ]Overall, the sessions were mostly focused on improving customer journeys and user experiences. With that in mind, from an application development standpoint, it is important to create proper user stories and documentation prior to starting on projects to save time and reduce the need to rebuild. Likewise, asking more questions so that you can eliminate unconscious bias in the design process is a must!

      This mindset also works for your email marketing customer journeys, as we learned in the session by Carrie Smith from Pardot. You can create engagement programs in Pardot tailored to customer actions and offer dynamic content that will encourage them to take action.

      The Power of Community

      Like all Salesforce events, you can feel the positive impact that the sense of community has on a group of people. FLD18 was no different! Trailblazers, new and experienced, shared how they got started with Salesforce and how they have used tools like the partner community and trailhead to get ahead in their careers. The sky is the limit with Salesforce

      Aside from personal growth, organizations like PepUp Tech are making an impact by ensuring others are growing too. PepUp Tech is encouraging students from ages 4 and up to learn Salesforce and technology skills that will provide them with more access to job opportunities that they otherwise wouldn’t have access to. Knowledge is power, and PepUp Tech is giving that to students around the country through afterschool programs, virtual classes, and summer camps. Check out their site to learn more about how you can give back!

      The Florida Dreamin’ team went above and beyond to bring the Florida Salesforce community together. We applaud their efforts and were so impressed with the turnout, unlimited Starbucks coffee, and the speaker sessions! For an inaugural event, it sure did surpass expectations and we can’t wait for the event next year – September 2019. See you next time!

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        Enhance Your Sales and Marketing Strategy with Call Tracking

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        Each year, evolving technology alters the way marketing and sales teams function. This year, calls and text messaging for business are on the rise. To get the most out your marketing campaigns, add call tracking and text to your technology stack. The line between sales, marketing, and even customer success are blurring. Closing deals is no longer reliant on one person. Rather, it involves a team of people who help move a customer along their buyer journey.

        call data image

        Call tracking data can inform decisions across multiple departments. Continue reading to learn what call tracking is and how it can help you.

        What is call tracking?

        Call tracking uses promo phone numbers that capture a customer’s digital history. Using artificial intelligence (AI), call tracking identifies valuable marketing data. The incoming call data can guide your current and future marketing efforts.

        The main difference between basic call tracking and AI-based software is the amount of data delivered before and during a call.  Basic call tracking methods only tell you which campaign referred a caller. According to Invoca, traditional call tracking systems do not offer “pre-call consumer touchpoints like paid search, social, display, or email.” Think about all the valuable data lost before answering the call.

        AI-based software, like Invoca, offers more granular data in real time including pre-call touchpoints, an analysis of what drove calls, along with caller behaviors and outcomes.

        Collecting call data can improve your marketing strategy and align marketing dollars with what is leading to the most conversions. Additionally, sales teams benefit from higher quality leads as a result of tailored marketing. Higher quality leads mean closing more deals for your company.

        How does Call Tracking Enhance Your Sales and Marketing?

        Optimize Your Campaigns Using Call Attribution

        By utilizing call tracking data, you can discover what marketing campaigns are driving phone calls, improve campaigns to target your ideal customers, and decrease ad spend. You will know who calls you, from where, and when. That necessary demographic and call data will guide what you share out, at what time, and how. With the call data, you can attribute calls to specific campaigns and identify which campaigns are most successful and which are not.

        To get the most out of your call tracking data, integrate it within your technology stack is a must. Connecting it to your CRM, for instance, ensures you are monitoring every step your customers take and can adjust interactions. Call tracking gives you one more way to optimize your campaigns so your marketing dollars are well spent.

        Improve the Entire Customer Journey

        After the call ends, use the data to make sure that customer continues receiving information from your company. Call tracking data opens up marketing opportunities that are relevant and personable for each specific customer. You can deliver the right message at the right time by using the right data. For example, you can offer personalized follow-up emails, dynamic landing pages based on their product or service interest, and add them to retargeting campaigns. At every step, provide your customers what they want to see and what they may need based on previous interactions and behaviors.

        Offer a personalized caller experience

        Knowing which marketing campaign or landing page led your customers to call helps you improve the call outcomes. During the call, use the information to deliver a more personalized experience. Where are they coming from? Does this impact how your products or services are received? Geo-location data also gives you insight to better serve your customers. Tailor experiences based on whether they are a new or returning customer. Something as simple as saying “Welcome!” versus “Welcome Back!” can make a huge difference in how a customer perceives their interaction with your company. Now you can exceed existing and new customers’ expectations by offering the best caller experience.

        Improve the Entire Customer Journey

        After the call ends, use the data to make sure that customer continues receiving information from your company. Call tracking data opens up marketing opportunities that are relevant and personable for each specific customer. You can deliver the right message at the right time by using the right data. For example, you can offer personalized follow-up emails, dynamic landing pages based on their product or service interest, and add them to retargeting campaigns. At every step, provide your customers what they want to see and what they may need based on previous interactions and behaviors.

        Enhance sales and marketing efforts by adding call tracking to your tech stack. Optimized campaigns lead to better customer experiences and an increase in revenue.

        Not sure which call tracking software is right for you? We use Invoca, and we have helped our clients improve their multi-channel attribution by implementing it into their tech stack. Connect with a consultant today if you have any questions – reach out on the chat!

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          Top 4 Remarkable Takeaways From Dreamforce 2018

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          It has been exactly one week since the last day of Dreamforce and we are still reflecting on what we took away from this annual event otherwise known as the San Francisco takeover. The weather was amazing, the concerts and activities were beyond entertaining, and most importantly the lessons learned from Dreamforce were unforgettable.

          Dreamforce Entrance Sign

          Walking the Walk with Diversity

          As we roamed around the four-day event, we noticed something quite refreshing about the environment: the people! Diversity was a reality, one that you don’t see on a daily basis, unfortunately. Yet, Dreamforce not only brings people together to discuss the latest features and success stories, but also brings people from all walks of life together through the commonality of Salesforce.  Who would have thought that technology could teach us indirectly how incredible differences are for all aspects of business and personal growth?

          Diversity is woven into the values of Salesforce, and they aren’t shy about it. Why should they be? Diversity is what makes our world go around. Different perspectives, beliefs, and values make innovation possible.

          “Salesforce talks about diversity and they talked a lot about it at Connections over the Summer, but being in San Francisco and seeing how diverse this conference was showed us that they truly value it and are going a step farther by educating us and all attendees along the way” – said Drew Whitcomb, Lunar’s Business Development Manager.

          We realized how incredibly important diversity is, and are so thankful that our growing team is becoming more diverse. What steps is your company taking to be more inclusive?

          Cultivating Partnerships

          We also learned the importance of cultivating partnerships with other companies to provide a better customer experience overall. Three big announcements worth knowing about if you are a Salesforce user, or soon to be one, are the partnerships with Google, Apple, and Amazon Web Services.

          Salesforce and Google Strategic Partnership

          The partnership between the #1 CRM and Google will offer companies greater ability to run entire businesses in the cloud effectively. Salesforce will also integrate with Google Analytics 360 ensuring you will be able to have a clear view of who your customers are, their behavior, and most importantly, what next steps you should take to engage with a customer.

          Right now you can do the following as a result of this partnership:

          • Integrate Gmail into Salesforce to see email interactions with customers
          • Embed Google Sheets into Lightning
          • Create new Google Sheets by pulling data from records or reports
          • Access Salesforce contact information and case history while in Google Meet

          Apple Partnership

          With iOS phones being close to half of the phones used in the U.S. alone, it’s no wonder that Salesforce and Apple are partnering together to create a more streamlined customer experience.

          For Salesforce and iOS users, in January you will be able to enjoy a new iOS application that will have the capability of using Siri shortcuts, business chat, and Face ID. To increase application development, there are developer tools to help you and your team members build iPhone and iPad applications on the Salesforce Lightning Platform.

          The full launch of this partnership will take place in early 2019, but you can begin preparing by taking the Apple Trailhead to learn how to develop applications in iOS!

          Expansion of Partnership with Amazon Web Services (AWS)

          Many Salesforce products run on the public clouds of AWS already. By expanding their partnership, you will experience an improved and secure way of sharing data in a streamlined manner while also building a genuinely connected customer experience.

          Users will have access to:

          • AWS PrivateLink Integration with Salesforce APIs to privately route data and use endpoints to capture granular customer insights
          • AWS Integration with Salesforce Platform events to improve triggering processes and actions
          • An integration with Amazon Connect for Salesforce Service Cloud to allow you to build self-service voice experiences and support your customer support workflows.

          These large partnerships remind us that the work we are doing for our own clients, or partners as we like to call them, is so important. We are not only streamlining business processes for them, but improving the customer experience for who they are serving. That’s a win-win in our book! How does your company view partnerships?

          Improve Offerings Based on Customer Feedback

          Do you ever wish you had an assistant to handle all the time-consuming aspects of your day to day work life? Well, now with Einstein Voice, you can have your very own assistant to enter in data as you are speaking. Additionally, daily updates can be set up so you have a clear picture of who your targets are for a particular day. You can take it a step farther by customizing your updates to hear only the most relevant information to you.

          Aside from logging data and getting daily updates, you can also ask Einstein Voice for assistance in retrieving specific search queries from your Salesforce instance. Imagine driving in the car or on a train with a limited amount of time, and you’re in need of the name of a contact within the account you are about to meet? No problem ask Einstein Voice, and it will tell you.

          Many individuals are finding themselves stretched thin and bouncing from one meeting or task to another with very little time to spend on manual data entry. Einstein Voice is a great feature that will help you focus on what you love doing – selling products or services to people that need them, productively. With artificial intelligence as the backbone of Einstein, you also will have the added benefit of getting clear predictions about clients based on their engagement. Now you can speak to Salesforce and make it work for you.

          Build Up Those Around You

          Last but not least, we identified a trend that Salesforce that has grown into over the past eighteen years. This trend is taking the time to build up others around you. Whether Salesforce realizes this or not, they have positioned themselves as a leader in online learning and encouraging other companies, like Apple, to create training programs to support learners with all kinds of backgrounds. Salesforce and companies that are following suite are democratizing technology for all.

          Programs like Salesforce.org and Pledge 1% are efforts that Salesforce is taking to ensure they are giving back and building people up as well as educating business leaders to do the same.

          Helping those around you is important internally and externally. At Lunar, although we are a relatively new company, we see the importance of giving back and have already begun the steps towards our own Pledge 1%. So, what processes does your company have in place for mentorship programs, professional and personal development, and giving back to the community? 

          Dreamforce was a spectacular event, and the above four takeaways have resonated with us, even a week later, here at Lunar!

          Interested in learning more about Lunar’s offerings or just reminiscing about the Metallica concert at Dreamforce? Then, connect with Drew Whitcomb, our Business Development Manager, today!

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            3 Innovative Releases Every Salesforce User Should Know About

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            Salesforce is known for consistently pushing the envelope to improve their products. Throughout 2018, we have seen a multitude of new releases that enhance productivity for users such as the ability to create Quick Actions in Lightning experience, build macros in Lightning Sales console, and build targeted customer journeys using Journey Templates in Marketing Cloud. We’ve recently learned about a few new features that we think are game changers for the way people use and interact with Salesforce.

            Lightning Object Creator

            Turn Spreadsheets into Applications Easily
            Many companies are still working off of spreadsheets on a daily basis, but do they give you the ability to connect to dashboards, reports, and other CRM data? With Lightning Object Creator, you can improve your spreadsheet process by using the new low-code platform service to turn every single spreadsheet into an application within Salesforce.

            The growing partnership between Google Cloud and Salesforce makes the Lightning Object Creator an even more attractive service as more and more small to mid-size businesses are utilizing Google Suite.  It also works with Microsoft Excel and Quip, so regardless of the type of spreadsheet office tool your company uses, you can turn them into useful applications.

            If you have been using Salesforce for some time now, you know the power a Custom Object can have on the way you manage data. Custom Objects are customizable versions of spreadsheets. The Custom Object Creator makes building Custom Objects even easier – regardless of your skill set.

            Currently, this service is in the pilot stage, but stay on the lookout come early 2019 when the full release takes place.

            Quip now works with Microsoft Powerpoint and Google Slides

            Create Spreadsheets that are Adaptable and Show Real-Time Data
            Integrations with other commonly used tools is a major benefit to using Salesforce products. Quip is a robust collaboration platform that helps you work smarter and faster with your team by integrating software programs that you use daily. You can create and share spreadsheets (which can be turned into apps using the Lightning Object Creator as mentioned above), create live documents, chat with your teammates and as of recently, you can upload your Microsoft Powerpoints and Google Slides (or create new ones).

            What is unique about Quip’s slides is the possibility of importing your Salesforce data and any other spreadsheet data that automatically updates. By doing so, you can create the slides once and know that the connected data will always be up to date. Imagine not having to recreate the wheel every time you need to put together a new presentation to show your manager? Beautiful, right?

            Quip Slides image

            Einstein Voice

            The Next Step in Salesforce Artificial Intelligence

            Do you ever wish you had an assistant to handle all the time-consuming aspects of your day to day work life? Well, now with Einstein Voice, you can have your very own assistant to enter in data as you are speaking. Additionally, daily updates can be set up so you have a clear picture of who your targets are for a particular day. You can take it a step farther by customizing your updates to hear only the most relevant information to you.

            Aside from logging data and getting daily updates, you can also ask Einstein Voice for assistance in retrieving specific search queries from your Salesforce instance. Imagine driving in the car or on a train with a limited amount of time, and you’re in need of the name of a contact within the account you are about to meet? No problem ask Einstein Voice, and it will tell you.

            Many individuals are finding themselves stretched thin and bouncing from one meeting or task to another with very little time to spend on manual data entry. Einstein Voice is a great feature that will help you focus on what you love doing – selling products or services to people that need them, productively. With artificial intelligence as the backbone of Einstein, you also will have the added benefit of getting clear predictions about clients based on their engagement. Now you can speak to Salesforce and make it work for you.


            Are you interested in learning more about new Salesforce features and how they can help you or your team exceed their sales and marketing goals? Learn more about our Salesforce Consulting. Or, if you are attending Dreamforce 2018, meet up with our Lead Salesforce Consultant, Ryan Kohn! Some other members of the Lunar team will be there as well. Connect with them today on social — Jon Robinson, Kyle McMahon, and Drew Whitcomb

            image of team at Lunar Weekly meeting

            Expect the Moon: Our Lunar Culture

            At Lunar, we follow the creed “Expect the Moon” meaning we consistently deliver work that exceeds expectations and goes above and beyond for our clients. Producing high-level work requires a blend of top talent with an organizational culture that fosters creativity and drives inventiveness. Communication We establish open communication and collaboration from the get-go by […]

            Invoca Summit Delight Your Customers Blog Post image

            How to Delight Your Customers: Lessons from Invoca Summit

            It is no surprise that meeting customers needs and wants is crucial for every business. But how are you doing this? We, at Lunar, learned a great deal about creating and delivering delightful experiences at the Invoca Summit last week. This post is inspired by all of the sessions and keynote speakers this year. “All […]

              Top 5 Things to Know About the California Privacy Act

              Older Posts »

              Back in March 2018, consumers were appalled to learn that over 50 million people were affected by the data breach of Cambridge Analytica. The data was collected and exploited through a simple personality quiz on Facebook. Once this was released, it was apparent that personal information was more accessible than ever to obtain encouraging the proponents of the new California Consumer Privacy Act to push on. The group, Californians for Consumer Privacy, led by Alastair Mactaggart, was initially triggered by the possibility of companies overstepping the privacy line back in 2014 when he happened to ask a Google engineer if he should be worried about internet privacy. The Google engineer responded by saying, “if people just understood how much we knew about them, they’d be really worried.”

              cellhone user image for California privacy law post

              What you need to know about AB 375

              Californians for Consumer Privacy submitted over 600,000 signatures of citizens who wanted more control of how their data was being used. The group put together a people’s ballot initiative, which was originally to be presented in the November 2018 ballots, putting pressure on California legislature to pass a somewhat less restrictive version of the bill on June 28th.

              Large California tech companies such as Google, Facebook, and AT&T are far from happy with the new privacy bill but prefer it over the original ballot initiative proposed by Mactaggart. With the law passed through legislation, it offers them a chance to make tweaks whereas with the original ballot initiative it would be hard to make changes due to the voting process.

              Consumers will have greater control over their data. All personal information that can be used as personal identifiers is considered under this law. Below is a summary of what the AB 375 states:

              • Right to know all data collected by a business on you (twice annually, free of charge).
              • Right to say no to the sale of your information.
              • Right to delete your data.
              • Right to be informed of what categories of data will be collected about you prior to its collection, and to be informed of any changes to this collection.
              • Mandated opt-in before sale of children’s information (under the age of 16).
              • Right to know the categories of third parties with whom your data is shared.
              • Right to know the categories of sources of information from whom your data was acquired.
              • Right to know the business or commercial purpose of collecting your information.
              • Enforcement by the Attorney General.
              • Private right of action regarding data breaches only.

              Many companies express that the bill is too broad when it comes to identified vs. de-identified users. De-identified refers to when personal information is not connected to one consumer, but rather in an aggregate format. It is still unclear what would be classified as “de-identified.” The use of cookies on a site is also a hot topic right now since most tracking tools use cookies to collect information. The bill does not clearly state its stance on the use of cookies which leads to an unclear understanding if cookies fall under the law’s exemption standard.

              Opponents feel that the bill was extremely rushed and fear it may have lasting effects that are still unknown. California legislation spent a total of seven days putting together this bill, which is an extremely quick turnaround considering it took GDPR, a similar European Union bill, 4 years to be put together and passed.

              Since June 28th, a few overarching effects are apparent. The bill increases the accountability of companies and makes it easier to sue after a data breach occurs. Companies will have to adhere to stricter regulations and can receive harsh penalties should they violate the law. Authorization to provide financial incentives for the collection of personal information, which is stated in the new bill, may change the way businesses interact with consumers. Some companies are finding loopholes due to the use of broad language which could lead to a reduction in the effectiveness of the bill.

              As of right now, the law will go into effect in January of 2020. However, many, including the Californians for Privacy Act group, are unsure if the law will last until then. They foresee tech giants like Google, Facebook and Netflix to alter the bill to be less restrictive and conducive for their companies goals to reach more consumers by targeting their needs, interests, and predicting wants based on data collected.  

              Let’s stay in touch! Follow Lunar on LinkedIn for company updates, industry news, employee spotlights and more.

              Image of Techday event

              Lunar in the Big Apple: TechDay NY 2018

              We’re excited to share that we’re attending TechDay NY, taking place at Pier 94, New York, on Thursday, May 10. This is our first year walking the show floor, and we’re looking forward to experiencing first-hand the tech industry’s powerful presence in NYC. New York City is home to more than 7,000 startups, with a […]

              Rapid Technology Image

              Why Embracing Technology is a Requirement for your Business

              It is no secret that technology is rapidly changing how businesses function day to day. With the ability to quickly produce, test, iterate, and scale or pivot, companies of all sizes are experiencing the truth behind “Every Business is a Software Business.” Whether your company sells products or services, technology is an essential piece to […]

                Why Embracing Technology is a Requirement for your Business

                Older Posts »
                Rapid Technology Image

                It is no secret that technology is rapidly changing how businesses function day to day. With the ability to quickly produce, test, iterate, and scale or pivot, companies of all sizes are experiencing the truth behind “Every Business is a Software Business.” Whether your company sells products or services, technology is an essential piece to your company’s puzzle to stay relevant today and in the future. Companies like AirBnB, Netflix, and Fitbit have transformed the competitive landscape of the travel, media, and health industries.

                I believe that in the coming decade, every company will either become a technology company or will lose significant market share to their competitors that have fully embraced technology, not as a core foundation of their business practice.

                Harvard Business Review recently shared a Whiteboard Session led by co-authors, Jeff Gothelf and Josh Seiden, explaining five ways that a business will change when it starts operating as a software business. It reviews how to recognize when traditional aspects should be replaced with more adaptive and data-driven approaches using technology.

                During the session, Josh Seiden mentions how software cannot be a “sprinkle on your business” but must integrate into the fabric of your company. Nowadays, technology can help with virtually any role within an organization. Employees with various backgrounds should be empowered to adapt and learn new technologies to increase their productivity and overall value to the company. For companies to do this, management needs to be ready to make crucial changes to scale and grow. Efficiencies and scale unimaginable with a solely human workforce are now possible with software and technology.

                Sense & Respond

                Traditionally, the conversations with our consumers were based on the end result being the purchase of a product or service. Now, with programs such as Google Analytics, and our own Shuttle’s user tracking, we can monitor the interactions between our users and our websites giving us great insight into their behavior before the final result. Technology allows us to build a “2-way conversation with the market” offering us a way to meet the needs of our customers. The ability to sense your customers’ needs, actions, and behaviors and appropriately respond is crucial to provide the best user experience.

                How did moving a button or changing a color impact user behavior? Test, respond, and test again, moving prospective customers further down the purchasing funnel.

                Collaboration

                This term is often used but rarely implemented in the manner intended, however, many companies are now recognizing the importance of cross-functional teams getting together to break down silos and produce exceptional products or services. The idea of “knowledge-work” refers to how this concept of collaborating on ideas for every aspect of a product or service replaces the traditionally linear approach to production. The adage, “Two heads are better than one” could easily apply to “two or more teams are better than one.”  Decisions should be made with the contributions and influence of stakeholders across teams in order to best represent the interests of the customer.

                Embrace the Pace of Change

                Technology changes quickly and technological changes may start out slow, speed up, and then rapidly skyrocket. According to Moore’s Law, computing power doubles about every 2 years. Technology adoption by consumers can happen in a fraction of that time and businesses must always be ready to pivot according to market changes. Rapid changes can sound painful or even scary when it comes to your business, but it needn’t be. With these rapid changes, as companies, we can adapt quickly too. We can test new ideas, measure the success based on consumer behavior and choose whether to scale an initiative or pivot. Management can use technology to be adaptable and embrace these changes.

                Getting Over the Culture Change

                Similar to collaboration, management should empower their employees who have varying backgrounds to join in the software discussions. As Josh Seiden said, it shouldn’t just be an IT concern or even a software developers topic. All employees are stakeholders in the success of the product or service, so they too should be a part of the ongoing conversations. For a culture change to occur effectively, a conscious shift needs to happen within the workplace to offer a safe learning zone. In other words, having a culture where ideas are tested and “given a shot” is critical to prevent the fear of failure and analysis paralysis.

                Focus on Outcomes

                Technology allows us to test our products and services to iterate and continuously improve. The “connection between what we make and what people will do with it is unpredictable,” says Gothelf, so you have to try it out and test the results.

                Management can alter their perspectives away from asking for something to be produced to the actual outcomes of that production. By focusing on outcomes, we can ask questions such as —  How did consumers use it? What was it used for? Did we hypothesize correctly? Are customers satisfied?

                When businesses and individuals focus on outcomes, iterative testing of solutions becomes par for the course. A failure is perceived as a learning experience and a chance to further fine-tune the technology used by a business in order to account for additional exceptions, use cases, and scenarios.

                At Lunar, we believe that technology has the power to revolutionize how businesses function. We help companies recognize areas for growth and implement systems that will help them optimize their sales and marketing processes. Combining our consulting services and product development, we ensure that companies are data-driven and outcomes-oriented. We specialize in optimization of the sales funnel from first interaction to won opportunity, and I would love to learn more about your business and how we can help your organization weave technology into your business operations, sales, and marketing processes.

                Feel free to contact me directly via Twitter or LinkedIn

                Shuttle Pieces of Data dashboard

                From Tool to Product – How UX Shaped Shuttle’s Evolution

                The product evolution of Shuttle, our data management, collection and distribution product that provides users with the ability to manage their data’s entire journey, began as a tool to meet the internal needs of our parent company, Launch That. The tool was incredibly successful in its ability to capture granular data of leads and distribute […]

                Dreamforce Entrance Sign

                Top 4 Remarkable Takeaways From Dreamforce 2018

                It has been exactly one week since the last day of Dreamforce and we are still reflecting on what we took away from this annual event otherwise known as the San Francisco takeover. The weather was amazing, the concerts and activities were beyond entertaining, and most importantly the lessons learned from Dreamforce were unforgettable. Walking […]

                  Expect the Moon: Our Lunar Culture

                  Older Posts »

                  At Lunar, we follow the creed “Expect the Moon” meaning we consistently deliver work that exceeds expectations and goes above and beyond for our clients. Producing high-level work requires a blend of top talent with an organizational culture that fosters creativity and drives inventiveness.

                  Communication

                  We establish open communication and collaboration from the get-go by having new employees schedule “Meet and Greets” with every other Lunar team member. Beyond providing an introduction to each employee’s job roles and personalities, these meetings help new employees feel like part of the team quickly.

                  Each week we have a team meeting called “Hot Takes” where anyone can include their takeaways, provide reflections, and also inform other team members about upcoming projects or events. It is also a place where we can motivate each other and take a moment to appreciate the fantastic work the team has accomplished. The openness of Lunar allows every employee, regardless of title, to share their viewpoint even if leadership thinks differently. Expect the Moon involves being willing to have open debates and consider different perspectives to encourage growth and scalability.

                  image of team at Lunar Weekly meeting

                  Transparency

                  At Lunar, we strive to be incredibly transparent. Everyone is in the loop with key initiatives and the reasoning behind the strategic decisions being made. Every employee has monthly check-ins that focus not only on functional work but also emotional health.

                  Like most startup ecosystems, Lunar has an array of top talent leading innovative solutions through our services and product development. Our product, Shuttle, was designed internally to solve the pressing problem of losing leads by providing improved lead management and distribution. Combining creativity and problem-solving we work hard to provide the best solutions for our clients while having fun at the same time.

                  Flexibility

                  Lunar embraces the flexibility to work where and when you want to as long as you are working hard and accomplishing your goals. Expecting the moon doesn’t require a stuffy, rule-driven environment. We hire people who want to build and market exceptional services and products. Our team is made up of self-driven people who strive to challenge themselves and push Lunar to the next level.

                  We understand how vital refueling and recharging can be regarding productivity. At Lunar, we’ve built an environment that caters to both. Whether an employee is craving a sweet treat or some friendly competition, our office is filled with fun ways to spend a break.

                  Image of a Dartboard in Lunar Office
                  • Xbox
                  • Custom Arcade
                  • Foosball Table
                  • Snack Bar
                  • Breakfast every Wednesday
                  • Soda Fountain
                  • Espresso Machine
                  • Movie Fridays

                  There’s a strong sense of camaraderie among our team at Lunar because we are all very passionate about technology and believe in our service and product offerings.

                  image of team members collaborating

                  Interested in joining our team? Check out the Lunar job portal.  

                  Florida Dreamin Team and Booth

                  4 Event Highlights from Florida Dreamin’ 2018

                  Florida is home to a thriving community of Salesforce evangelists. Lucky for us, the amazing and helpful Florida Dreamin’ team put together an event that is one we won’t forget! It offered the perfect atmosphere to connect with other trailblazers, learn about new products, and understand how to tailor customer experiences. From new tools to […]

                  Salesforce Logo

                  Salesforce Summer ’18 Release – Lunar’s Favorite Features

                  As a Salesforce Partner, we look forward to reviewing Salesforce updates – rolled out every spring, summer, and winter – to identify new ways to maximize the platform for our clients.  The Summer ’18 release revealed an array of improvements and additions that can increase productivity and customizability for Salesforce users. Below are some of […]

                    Salesforce Summer ’18 Release – Lunar’s Favorite Features

                    Older Posts »

                    As a Salesforce Partner, we look forward to reviewing Salesforce updates – rolled out every spring, summer, and winter – to identify new ways to maximize the platform for our clients.  The Summer ’18 release revealed an array of improvements and additions that can increase productivity and customizability for Salesforce users. Below are some of our favorite features and updates that we think deserve a closer look.

                    Salesforce Logo

                    Omni-Channel Setup Flow

                    Tabs are now available in the Omni-Channel Utility. Using these tabs, users can easily differentiate what tasks need attention by separating work items between those that were accepted and those that are new. You can now improve customer service by utilizing skills-based routing, always ensuring the customer gets sent to the right agent.

                    Quick Actions

                    Thanks to updated capabilities with quick actions, sales reps can now properly display the correct name fields – salutation, first name, middle name and last name. Additionally, quick actions can now be set up for more objects – up to 100 records in a list view.

                    Einstein Splits

                    Einstein splits enable customer interactions to be split by utilizing personas based on engagement score, likelihood to click a link or make a purchase, and more. These splits provide deeper insights into customers, allowing Salesforce users to better suit their needs.

                    Joined Reports in Lightning Experience

                    With joined reports (beta), report types that share similar fields, such as account name and account ID, can be joined together. This feature is a valuable tool for analyzing and sorting reports.

                    Pin Multiple Posts

                    Through Salesforce Lightning Experience, users can place vital information in the forefront by pinning posts in Chatter Groups and Topic Feeds. Now, users can pin multiple posts, allowing for more information to remain visible at all times.

                    Report and Dashboard Folders in Lightning Experience

                    Organization and productivity in Salesforce will increase thanks to folders and subfolders for reports and dashboards in Lightning Experience. This new customization feature means users can select which columns to display and what text appears in those columns.

                    Maximize Your Potential with Lunar

                    At Lunar, our team of experts keep up with all of the Salesforce release details so you don’t have to. The next Salesforce update will be issued Winter 2018, and you can be sure we will look through every release note to ensure our clients maximize their potential. That’s what we’re here for, to always ensure that you have the best configuration to suit your needs. Contact us if you are interested in implementing any of these features.

                    <p class="source">Source: Salesforce Summer ’18 Release Notes. (May 23, 2018). Retrieved from https://releasenotes.docs.salesforce.com/en-us/summer18/release-notes/salesforce_release_notes.htm</p>

                    We’re social! Follow us on LinkedIn and Twitter to stay up to date on the latest industry trends, company highlights, and more.

                    Quip Slides image

                    3 Innovative Releases Every Salesforce User Should Know About

                    Salesforce is known for consistently pushing the envelope to improve their products. Throughout 2018, we have seen a multitude of new releases that enhance productivity for users such as the ability to create Quick Actions in Lightning experience, build macros in Lightning Sales console, and build targeted customer journeys using Journey Templates in Marketing Cloud. […]

                    Web to lead and web to case

                    Big changes coming to Salesforce Web-to-Lead and Web-to-Case on April 20, 2018

                    Salesforce has announced that as of April 20, 2018, all web-to-lead and web-to-case endpoints will need to be updated. The impact of this change is broad and wide-reaching across tens of thousands of Salesforce customers. If your website is using the web-to-lead (W2L) or web-to-case (W2C) methods to submit new leads or cases from your […]