Within ReadyTalk’s Customer Care department are the specialists that work with our marketing and CRM automations. Clayton Hagen answers every phone call with his technical sensibilities, along with a touch of Michigander. Learn how Clay keeps our customers’ attendance data in check, plus stories on the best Halloween costumes this side of Spencer’s Gifts.
When working with CRM and marketing automation, what’s the most common integrations obstacle?
First we need to drill down the customer’s initial concerns. If there’s an issue that’s preventing our software from communicating with their marketing program — like Eloqua, Marketo, Pardot, Hubspot, and Salesforce — it’s important that we address the snag immediately. One obstacle that comes up involves their event communication. The invitation and reminder emails used to promote the webinar or webcast are integrated with their marketing program. If there’s some block that’s not properly tracking or delivering data it’s our job to isolate the problem. This can happen days before an event or even while one is taking place. We realize the urgency and importance of everything running smoothly, so we’re under the gun to help our customers fast.
Realizing you may be slightly biased, why do you think ReadyTalk’s customer care outperforms our competitors’?
I think our team genuinely cares about our customers. We put in a lot of effort to streamline the process for them. At times we’ve been known to go out of our way to make sure they have what they need. That means communicating with other members of my department — or even reaching out to other departments if I’m not an expert in a particular area. A lot of people in customer care know what it’s like hosting a webinar. It can be scary, high pressure, with lots of time invested. We put ourselves in their shoes because it’s what we’re here for.
In five seconds, tell me how integrations work.
No. Here’s a Marketo chart.
What’s the funniest thing you’ve ever seen at ReadyTalk?
Always Halloween. When each department dresses up for the costume contest. It’s hilarious because each department has a theme. A baby giraffe costume stands out. It was a traumatic sight for the entire company.