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Archive for the ‘Companies We Love’ Category

UserVoice Brings Context to Customer Service

In our continuing effort to bring you updates on the latest and greatest tools, including companies that have creatively integrated the FullContact API into their products, here’s our take on UserVoice:

UserVoice provides easy, modern, web-based customer service tools, including a feedback forum and help desk. Their goal is to make it easy and even pleasant to do customer service. UserVoice has 90,000 signups in over 40 countries, so they must be doing something right.

UserVoice’s latest feature, “Inspector,” falls right in line with the goal of making customer service easier. Inspector is a sidebar that brings you contextual information about the person you are trying to help. Context is huge in customer service. If you don’t know what your sales team has previously said to a customer, the problems the customer has already reported, or any personal information beyond their name and email address, it is going to be a lot harder to help them.

Inspector pulls in all the information you might want to know about the customer to whom you are speaking: title, company, social networks, recent tweets (including any about your company), CRM data, recent support issues, and more. And, because Inspector is powered by the FullContact API, this content appears within about five seconds. Here’s how UserVoice compares this speed to traditional methods:

 

“The FullContact API was crucial to this feature,” UserVoice’s CEO, Richard White, told us.  We are glad to have helped, and we are very pleased to see how Inspector uses our API to solve a challenging problem.

If you need some great customer service help desk software, give UserVoice a look, and check out the FullContact API to see how you can integrate our information into your product.  You can try our API for free, and our paid plans start at just $19 per month.  It’s a small price to pay to get a lot more context about your customers and users.

The Magic of Contact Information

Kickoff Labs

One of our exciting customers, KickoffLabs, recently wrote a post touching on several key points about the “magic” of contact data – powered by  FullContact.  To elaborate, here are some key takeaways about why having good contact information is so important for your product:

1.)  Contact data makes your software seem much smarter.  Arthur C. Clarke famously wrote in the third of his three laws that “Any sufficiently advanced technology is indistinguishable from magic.”  So KickoffLabs is correct when they refer to our contact data as “magic” . . . because that’s exactly how it appears to users.  As with any good magic trick, though, the results come from an intricate and well-executed series of non-magical tasks.  There’s nothing spooky going on.  We quickly pull publicly-available information about your contacts, undertake some high level math and statistics to clean up and verify the information, and then push the results back to you.  Plus, like any good magic trick, it happens so quickly that you focus on the beauty of the results, not the underlying mechanics.

2.)  Contact information makes customer signups easier.  KickoffLabs makes the point that, when you have good contact information, you no longer have to ask users for “twenty pieces of data that they are going to lie about anyway.”  How often have we all gone to a website or started to download an app, only to stop due to an overly-complicated signup form?  Nobody wants to spend five minutes inputting their address, age, etc., even if it is useful for the company.  With our API, all you have to do is ask your prospective customers for their name and email (or social handle).  End result: you won’t piss off your users by asking for it, or incite them to lie, so you get more signups and accurate customer information.

3.)  Contact information helps you discover influential users.   If you were responding to a customer service request or routine email, or maybe checking out names for new users, would you want to know that the person on the other end has a ridiculously high Klout score or thousands of Twitter followers?  Of course you would.  Based on our API’s results, you can filter your users to find the most influential ones (or the ones that fit a certain profile) using all the different pieces of information we can pull.  Then you can ensure that these customers get the attention they deserve.

To boot, our API is cheap.  You can signup for a free trial, and paid plans start at just $19 a month.  It’s a very easy way to make your software seem smarter, boost your signups, and improve your customer service.

Get Involved In The Denver Tech Scene

Denver has an amazing tech scene, but we’ve noticed that many of the startups and established tech companies here don’t know much about each other. We’d like to change that. Here are some of the awesome Denver tech companies and events we track:

Companies

Pivotal Labs

Their featured product, Pivotal Tracker, is an agile planning tool for projects. We use it pretty heavily in our development here at FullContact. They also provide consumer web, mobile, and enterprise products. When we first started using Pivotal Tracker, they sent one of their top guys down to train our entire team, tell us about key features, and answer all our questions. It was a great example of effective customer training. Follow them on Twitter at @PivotalLabs.

Brightnest

Brightnest (still in Beta) is a web app that provides users with customized tips, weekly reminders, and instructions on home care. After you sign up, you are asked to answer a few questions that allow Brightnest to create an electronic owner’s manual for your home and send you relevant weekly task suggestions. I’m using it because I need reminders to do simple maintenance like change my HVAC filter. Follow them on Twitter at @Brightnest.

NextGreatPlace

NextGreatPlace operates a private, members-only travel club, along with an exclusive, vetted network of villas and activities in awesome places. NextGreatPlace has some impressive vacation plans for those who want to travel the world in a more exclusive and less annoying way than using Orbitz or Travelocity, or even a traditional travel agent. When Facebook buys my old futon for $30k, I’m signing up for this. Follow them on Twitter at @NextGreatPlace.

Ping Identity

Ping Identity provides cloud identity security solutions to a host of large businesses, including 42 of the Fortune 100. For example, eliminating passwords to private and public apps in favor of a single point of access for employees. Ping has gotten a lot of press in the identity security world, particularly as companies move toward enterprise configurations where employees can log in from personal and mobile devices. Follow them on Twitter at @PingIdentity.

ReadyTalk

ReadyTalk provides easy-to-use audio and web conferencing services for meetings and webinars. Having used their audio services for meetings, I can attest that it is one of the simpler audio interfaces you’ll encounter, unlike your insurance company or bank. They also recently launched an iPad application, Quick Launcher and Outlook integration, and have received some press for being a great place to work. Follow them on Twitter at @ReadyTalk.

Events

Boulder/Denver New Tech Meetup

Tonight, April 19th, 2012 7:00 PM at MapQuest, 1555 Blake St, 3rd Floor, Denver.

HTML 5 Denver User’s Group

April 23, 6:00 PM at Casselman’s, 2620 Walnut St., Denver.

Denver Drupal User’s Group Meetup

April 24, 6:30 PM at Open Media Foundation, 700 Kalamath, Denver.

Denver Founder’s Network

April 25, 5:30 PM at Next Great Place. Networking starts at 5:30; Q&A starts at 6. Located at Uncubed, 2762 Walnut Street, Denver, CO.

Denver Web Technologies Meetup

April 25, 7:00 PM at The Ginn Mill, 2041 Larimer St, Denver.

This is the first post in an ongoing series about local Denver tech companies and events. If there are any companies or events we should know about please email us with your suggestions, and check back soon for the next installment.

 

Contactually Rocked My Inbox

My email filing system is like a grandmother’s basement. Everything is segregated into a Byzantine series of boxes and labels. Items are often mislabeled or stored in the wrong box. The total volume is frightening, and I’m not inclined to take several days and clean it out. But there’s gold hidden in there – important emails that I should follow up on, and contacts with whom I need to maintain a relationship.

Sound familiar?

Like your grandmother’s basement, wouldn’t it be great if someone sorted through your inbox automatically and reminded you of the valuable stuff? Like a digital version of Antiques Roadshow, except you don’t have to dig up the items yourself? That’s similar to what Contactually does for your email.

After you sign up for a free subscription, Contactually processes your email account to identify your important contacts, using cues like how quickly you respond to the person. You can manually organize your contacts into groups, called “buckets,” through a quick and surprisingly engaging bucket game. Contactually then sends you an email every morning and afternoon to remind you to follow up with important contacts. In the emails, you can click a button and type in natural language how you want to respond, such as “follow-up tomorrow.” You can also use the Contactually dashboard to analyze your communication metrics, such as your most frequent correspondents and the days of the week when you email the most. Those metrics are enlightening, to say the least.

Since I started using Contactually, I’ve had several “Wow, I forgot about that guy” moments that helped me improve my networking and relationship management. I’ve also picked up contact with a few close friends who I hadn’t talked to in a while, and I gained some serious insight about my email communication habits and patterns. Basically, my inbox got a lot smarter and transparent.

One of the best parts is that Contactually connects directly to your email account, without the need for browser plug-ins or other software. For business users, Contactually syncs with Salesforce or Highrise CRMs, and is part of the growing family of apps that use the FullContact API to provide rich contact information for users.

Check it out. It may very well remind you to email someone from your past who could help you get your next sale, or your next job.

Mingly Brings Social Relationship Management to Gmail

Remember when your address book was an actual book? Well, the days of keeping all of your contacts in a physical address book are long gone. These days your contacts are fragmented across multiple online services and devices. This makes managing your personal and professional relationships a difficult task. Luckily there’s Mingly, a startup out of San Francisco, who’s decided to tackle the personal relationship management problem head on.

Mingly is a relationship management tool that works directly inside your Gmail inbox, as a Google Chrome or Firefox plug-in. Think of it as a lighweight social CRM baked right into Gmail. Mingly helps you manage your social relationships by providing a consolidated view of your contacts, your communications with them, their important status updates, and their full contact information, all from within the Gmail interface you know and love.

It’s free and easy to get started using Mingly. First make sure you’re using either Google Chrome or Mozilla Firefox as your web browser. Also setup a Gmail or Google Apps account if you don’t already have one. From here, you’ll need to go to www.ming.ly, click the “Get Mingly!” button, then click “Sign Up With Google”. You’ll be presented with a Google security page that asks for permission to grant Mingly access to your Google account. Click the allow button to authorize and you’ll be directed to the Mingly welcome page.

Next, download and install the Mingly browser plug-in. Then navigate to your Gmail inbox and you’ll see the Mingly toolbar integrated into the interface. The final step is to authorize Mingly to connect to your Twitter, LinkedIn, and Facebook accounts. Click the “Mingly” menu, located in the top right of the page, select settings, then scroll down to the section titled “Social Networks” and authorize each account.

Now that the Mingly browser plugin is installed and configured, you can start communicating with your social networks directly from within Gmail. You’ll notice a new blue button labeled “Mingly Beta” in the top left of the page. Click this button to navigate to the tool’s main dashboard.

Here you’ll find consolidated streams of updates and messages from your connected social networks. Some of the most useful items to appear here are recent messages, birthdays, and career change announcements. You’ll also notice a section titled Reminders, which contains alerts you can set for a future time and date, that remind you to reach out to a particular person. By setting up recurring reminders on the people you’re trying to manage relationships with, you can remove the cognitive load of trying to remember and let Mingly remember for you. There’s another section titled Recently Added to Mingly Contacts, that displays recently added connections across your social networks.

One of the most powerful features of Mingly is the “My Contacts” page, which contains full contact information, social network links, and your communication history with a given person. When you click on a contact, you’ll be shown the Contact Snapshot panel, which displays recent news, updates, personal information, and functionality to get in touch with people using any of the social networks their connected on, all without leaving Gmail.

I’ve only scratched the surface of what Mingly can do. If, like most people today, you need a simpler way to manage your personal and professional relationships in one place, try Mingly for free.

Intercom integrates with FullContact

Web app developers struggle to understand exactly who their users and customers are. In addition, there are very few lightweight, ‘non-clunky’ solutions to communicate directly with individual users and track the relationship over time. To solve this problem, developers often end up writing custom code or integrating with fairly expensive CRM platforms such as Salesforce. This burns precious development cycles and never quite solves the problem.

Enter Intercom. Intercom is a lightweight CRM for web app developers. (more…)