Businesses are built on customer relationships. It’s hard for any growth to happen without investing in your audience and developing that trust. However, as you scale and you have more customers to manage, it becomes harder and harder to maintain those relationships.
But you can’t simply give up on fostering that personal connection, so what’s the solution to this problem so many entrepreneurs face? We set out to find the answer for you and reimagine the customer experience so you can scale with less stress and fewer manual tasks.
This reimaging process led us to make some changes to Keap’s small business CRM, and we’re excited to share them with you in this blog. Each one will help you elevate every interaction and empower your team to deliver customer experiences that truly make a difference.
Automation Builder
Reimagining your customer experience starts with our Automation Builder. This builder enables you to craft powerful automations to reach your leads and customers without constant manual input. But it needed some updates, so that’s what we did.
We’ve redesigned this business automation feature to make creating seamless follow-ups and nurture sequences for your customers more intuitive. The changes include:
- User-friendly language so you can find the triggers and actions you need quickly
- Guided experience with helpful tips and explanations as you build your sequences
- Improved pop-up feature to eliminate time-consuming distractions from switching between pages
- Notification feature that alerts you if part of your automation is broken so you can eliminate guesswork and remedy it before you exit the builder
Each of these updates are designed to help you nurture your contacts by building expert, personal automations with greater efficiency.
Email automation
When you go to build top-notch automated nurture sequences for your customers, you’ll also notice that we’ve enhanced the email-building process. Email automation is now integrated directly within the new Automation Builder to keep your workflow fluid and uninterrupted.
And as you know, the Email Builder itself has gotten some upgrades recently, which means your legacy emails need updating. But don’t stress if you still have templates to update because doing so is easier than ever with the email integration. Now all it takes to transform your old templates is a few clicks, and you can do this without ever leaving the Automation Builder.
To keep with the theme of flexibility and fluid workflows as you bolster your customer relationships, we’ve added the ability to:
- Customize where your replies go so you can send emails from one address and have responses sent to another.
- Choose from a variety of email types, including those in custom fields, which provides control and flexibility over your communications.
- See the total number of recipients at a glance, so you always have complete insight into your email outreach.
Roles and Permissions
Behind every exceptional customer experience, there’s a hard-working team, and you need a way to effectively manage that team so they can give your customers the best possible experience.
With Keap’s new Roles and Permissions, you can ensure your team has the right access, permissions, and visibility into your tools to serve your audience with excellence.
The updates and additions make it possible to:
- Create custom roles
- Set tailored permissions
- Easily assign new users to their roles, making onboarding seamless from day one
- Allow team members to manage appointment bookings for others
With these enhanced roles and permissions in your CRM system, team members can collaborate effortlessly, reduce response times, and ensure that every customer or new team member is taken care of.
What’s next?
If you’re eager to level up your customer experience, 2025 is your year! These updates will hit your app in January, so you’ll be all set to impress your customers and supercharge your business in the new year.
And don’t forget to check out the recap of all the updates and new features we announced at the 2024 Let’s Grow Summit!
