As Capsule has grown so has our customer base. We’re very proud to say that we have customers all over the world and we love hearing from them. With our customers being so spread out it has become more important that we can take better care of them and do it more quickly. That’s why late last year I made the hop from our HQ in Manchester, UK to sunny California.
When answering emails we found that each morning there was always a big daunting backlog of messages. Anyone emailing in UK after hours waited not only for our day to start but also for the backlog to clear up. We were always in a constant fight against time to be able to help everyone who needed it.
The support team has grown and we’ve implemented ‘All Hands Support’ however we wanted to do more. A great majority of Capsule customers are based in North America so having a support person in the US was an obvious first choice. Being based on the west coast means that there’s a small overlap with the UK team while still covering a lot more hours.
Moving over to the US means that I can take with me all the expertise from my 5 years at Capsule and hit the ground running.
We’re now 9 months in and so far we’re seeing some great results. The morning workload for us in both the UK and the US has been reduced greatly, meaning we can get back to people much more quickly both initially and then throughout the day.
Our customers seem to have noticed as well:
We’re now covering more hours and helping people at a faster rate.
With this post I’m happy to officially announce the change of our support hours. Instead of just covering UK business hours we’re now picking up emails Monday - Friday wherever you are.
Feel free to tweet @capsulecrm.com or email us at any time about anything you need and someone from our support team will get back to you Monday to Friday. We’re always happy to help and we look forward to hearing from you.
Creating proposals, quotes and contracts is often a large part of the sales process. The important information for such documents can be found within your Capsule account stored against your contacts and opportunities. Rather than duplicating this information or spending your time copying and pasting from one to the other, PandaDoc have built a seamless Chrome extension for Capsule that enables you to populate your documents with details from Capsule.
All this can be done using PandaDoc’s Chrome extension and you do it without ever leaving Capsule. When viewing a record in Capsule you’ll also be able to see any existing documents that are linked to them, making it super handy.
Just like Capsule, PandaDoc can help teams and individuals to become more efficient and productive. In addition to the niffty Capsule extension, PandaDoc has some really smart features to help you create and manage professional online documents. If you require a signature to ‘seal the deal’ then electronic signing of contracts gives you a faster turnaround, reduces the cost per contract and you can set up alerts when a contract is viewed and signed.
You can use this link to install the PandaDoc/Capsule extension in Chrome.
Once installed, whenever you view a contact or an opportunity you can click the PandaDoc icon to bring up the panel to create a document. PandaDoc also has a dedicated support article that goes into more detail on how to use the Chrome extension.
Don’t forget to check out this video on how the integration works as well:
Cancelled your Capsule account but then realised you can’t live without it? No worries, we all make mistakes!
With our new cancellation process your Capsule account is retained on our systems for 14 days in a disabled state so that it can’t be accessed. If you cancelled by mistake, forgot to export a copy of your data, or simply changed your mind during the 14 day grace period then you have the choice to recover the account and all of your data.
After the 14 days are up, the account and any data retained will be permanently removed from our systems.
We’ve updated our data retention policy and terms to match the new cancellation process.
We’d like to share some small but helpful updates we’ve been working on. They’re simple additions that we hope will make your Capsule experience that much smoother.
Firstly we’ve added a ‘Get Link’ option to notes and emails menus, handy for when you need to share a note directly with a colleague. Simply click Get Link and copy to your clipboard.
In addition across the app we’ve added copy to clipboard in lots of places where it’s useful - API keys, email addresses etc, saving you a little leg work. If you’re using Safari you won’t see the button to copy directly to your clipboard as this ability is not yet supported. We hear this feature is coming to Safari soon so until then just copy as you normally would!
Sometimes it’s useful to reference another record in Capsule, like a contact, case or opportunity when you’re entering a note. It’s always been possible to do this by copying and pasting the link into the note. We’ve made a couple of improvements to how these links work in a note. Firstly we display the links in a shorter format to reduce visual noise and keep your notes looking clean. Secondly, the hover cards now work on these links so that you get a quick view without having to click through the link.
Now when searching for contacts to add to a Case or Opportunity or when linking a new person to an organisation you’ll see small avatars next to the filtered names. It’s a small thing, but should help you recognize a contact faster!
Finally we’ve added some smart grouping to the files tab so from now on any repeating image files will be grouped. This helps to reduce the clutter created by emails stored in Capsule that repeat the same email footer images. Images files are grouped based on file size and name, so you’ll still be able to see image files of the same name separately when storing file versions using the same name.
Today we’re releasing new features to help Capsule users maximise security on their account.
Firstly, we’ve added an opt-in security feature called two-factor authentication. Two-factor authentication helps protect your account even if someone has obtained or guessed your password. Two-factor authentication is becoming common place for protecting sensitive online accounts such as banking, email and business services. Once enabled, you’ll need to enter both your password and a one-time code that is generated by your mobile phone when logging in to Capsule.
To enable two-factor authentication, just visit the new Password and Security section that we’ve added under Capsule user preferences. This contains all your security related settings. Another new feature you’ll see is a history of recent logins to your account, and if you ever need it, you can also log yourself out from all other browsers.
If you are a Capsule account administrator and visit the Users section of your Capsule account settings, you’ll find details of which users have enabled two-factor authentication and a history of recent logins by any user on the account.
You can find out more about our two-factor authentication in our documentation. If you have any questions about this or need help setting it up, please just send us an email.
Social search in Capsule is a popular feature that scans the web and social networks to match contacts in your Capsule account with their social profiles to help you better connect with your contacts on social networks.
We’ve been rolling out upgrades to the social search over the past few months and are now including results from a third party lookup service. As a result users on the Professional plan will see a wider range of social profile matches across social networks including Twitter, Facebook, Google+ and LinkedIn.
If you haven’t already activated social search on your Capsule account, you can do so by following these instructions https://capsulecrm.com/support/social-integrations/#find-social-profiles-for-your-contacts
We’d love to hear how you find the new enhanced social search - if you spot any results for the wrong contact please get in touch on support@capsulecrm.com so we can take a look.
We’d like to start sharing more about what’s new in Capsule, small updates as well as big. Here’s the latest roundup of new features, improvements and integrations:
We’ve been rolling out a number of changes for the search function in Capsule over the past few months. Under the hood we’re now using the proven ElasticSearch database to power the search results. This has improved performance signficantly and it enables more sophisticated matching. A few examples:
We never fail to be in awe of the ways our customers use custom fields. A popular request has been to support filtering for numerical conditions such as Lead Score > 5. To enable this we’ve introduced a new type of custom field that supports numbers. Once configured and populated you can then use them as filters in a list.
Given the success of Pinterest and Instagram it’s time we made them available as social networks for you to record on a Capsule contact. We’re taking a look at others we should add but we’re mindful of not making the selection too daunting. In a related change, we’ve updated the CSV import to enable import of the full set of social network links that we support.
We’ve tidied up the formatting of addresses for some countries to be consistent with local rules. For example, in European countries we now show the zip/postcode before the city unlike in the United States where it comes after.
Lundsgade 15 1682 Copenhagen Denmark
We’re aways excited to welcome new integrations with Capsule and we’ve got some neat updates to share.
The PieSync team have been busy since the initial release of their contact syncing solution. As well as refining their Google Contacts sync, they’ve added support for syncing Capsule contacts with email marketing tools Campaign Monitor, Active Campaign and MailChimp
Quotient
Quotient makes it simple to create slick looking quotes and proposals in minutes and then share them with the customer for acceptance. Their integration with Capsule enables lookup of Capsule contacts when creating quotes and automatically add quotes to the contact history in Capsule. Take the Quotient tour to learn more.
Toggl
For those of you that bill for your time or just want to track time spent by activity, The Toggl browser extension is a super handy way to keep track of time spent on specific cases and opportunities in Capsule.
Gravity Forms
Wordpress users rejoice. Gravity Forms now has a direct integration with Capsule making it simple to create powerful forms in your website and submit to Capsule. Take a look at the Gravity Forms overview and their Capsule integration page for more info.
We’re excited to share improvements to the Tracks feature in Capsule, all of which are the result of ideas and feedback from our fantastic Capsule users.
Tracks are a popular feature in Capsule that allow you to define processes you commonly use in your business. For example, your sales process might involve sending a new prospect a quote and then following up in few days time to close the sale. You can configure these steps as a Track and can then start that Track against a particular opportunity or case in Capsule to guide you through your process.
The biggest and most heavily requested change we’ve introduced for Tracks is the concept of reverse Tracks. This is useful when you regularly follow a series of steps leading up to an event. For example, if you plan workshops or conferences there are likely things you do a number of weeks or days in advance of the event. By configuring these steps in a reverse Track, Capsule will remind you to complete them leading up to the date of the event.
You can now also move the start date of a regular Track so that the sequence starts in the future or in the past. And finally, we’ve applied some design love to the display of tracks to make them easier on the eye and to give better information at a glance.
A little while back we introduced duplicate checking when adding a new contact to Capsule. We’ve followed this up with better duplicate handling when importing contacts.
Perhaps you’re importing leads from an application that you’ve used to manage an event. In this scenario some of those leads may be duplicates of existing contacts in your account. The new import process will identify the duplicates and let you merge in new contact details such as a new phone number.
Sometimes our users want to extend or amend existing contact data in bulk, perhaps after making modifications to an export in a spreadsheet. The new import process can be used to apply updates to existing data in this way too.
The new import is deliberately cautious when checking for duplicates and updating data. For example name alone isn’t enough to identify a duplicate. After all, there are over 35,000 John Smiths in the U.S. alone. Capsule looks for matches in other contact details such as email address or organisation when identifying duplicates. And if your import file contains a new phone number for an existing contact it will be added to the contact rather than overwriting any existing data.
I hope you find this helpful and look forward to your feedback.