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Contact Management

Data import lets you upload & store data from external sources into a single database. You can then use settings & reporting tools to organize and analyze all of your data in ways that better reflect your business.

CRM refers to the strategies, tools, and techniques that enterprises use for retaining, acquiring, and developing customers. CRM technology aids in consolidating customer information in a central repository, which enables automates business processes, organizes relationships, closely monitored performance and improves productivity.

Easy management and organization of your customers, accounts, contacts, vendors, and more. A contact management system helps businesses keep customer contact details up to date, track customer interactions, and manage customer accounts. It is designed to help businesses improve customer relationships and customer lifetime value (CLV).

Assign multiple department users to a single record for team collaboration & transparency and customize informational tab views based on department users’ needs and permissions. As a multi-model database, Shape unifies multiple database systems into a singular engine, seamlessly for various database types, tracking, and more in one, all-inclusive platform.

Automatically or manually find and handle duplicates using a combination of matching rules and duplicate merge preferences. By activating duplicate rules, you can control how duplicate leads are handled, keeping your database clean, and avoiding confusion between customers and users.

Referrals are one of the most effective ways of acquiring new customers. Collect data throughout the referral journey so you can understand how to optimize, and quantify your referral relationships.

Automatically save data entry as you go – no more forgetting to press the save button!

When you make a field required, people must enter an answer to the field in order to submit their entry. When someone tries to submit an entry without filling out a required field, the problematic fields are highlighted and display an error message to let users know the field is mandatory to proceed. Set field requirements upon record creation as well as throughout the process based on statuses.

When you make a field required, people must enter an answer to the field in order to submit their entry. When someone tries to submit an entry without filling out a required field, the problematic fields are highlighted and display an error message to let users know the field is mandatory to proceed. Set field requirements upon record creation as well as throughout the process based on statuses.

Team members can manage notes, tasks, and schedules in one place, keeping them focused on what matters now. Capture, organize, and share critical information with ease, and find it quickly when you need it.

Manage and monitor your incoming sales and business opportunities through your pipeline, tracking them across the different stages of the lead’s journey until they are finally closed as won or lost.

In today’s accelerated business environment, speed of service and on-time delivery are consistently valuable across virtually all organizations. Track account priority and timelines to ensure the customer lifecycle is managed and achieved, on-schedule.

Store and share files, collaborate on projects, and bring your best ideas to life—whether you’re working alone or with colleagues and clients. All your files are backed up to the cloud and available online.

Work efficiently in lists by searching across your data, sorting columns, and refining results using filters and advanced custom reporting tools like sum, sort, group, etc. Custom reports allow you to create a report to your specifications and save the report for future use. These can be added by copying an existing report and modifying it to your needs, or by creating a report from scratch.

Notifications are a type of time management and reminder solution that is designed to alert the user, or customer of important milestones, events, updates, and more to stay up to date on the lifecycle of a customer. Notifications offer internal company and external customer messaging and engagement solutions, with mobile and web push notifications, in-app messaging, SMS, and email. Use the pre-built notifications and supplement custom notifications through templates and triggers, or drip campaigns.

Your calendar is one of the most crucial productivity aspects. Connect to automatic online scheduling systems, add events, activities, to-dos, and reminders, and more. The calendar overview in Shape is dependent on your role: examine your personal calendar or manage your team depending on your permissions.

Sync Outlook or Google calendars so you and your colleagues know when you are free and busy. Link your Microsoft or Google account using standard “Sign in with Microsoft” and “Sign in with Google” flows, and updates to your calendars sync within minutes so your schedule is always up-to-date and you never get double booked.

A content resource center is a section of your system where you can organize and publish your content and guidelines in a way that makes it easy to find and share the content the members of your organization need. Without an effective distribution and promotion strategy, your otherwise brilliant content, or important resources will sit idle, unread and gathering dust.

Storage is divided into 2 main categories – file storage and data storage. File storage is allocated space to store files (e.g., attachments, user photos, and documents). Data storage is allocated space used to store records (e.g., Leads, Contacts, etc).

Prioritization rules save your users valuable time and provide needed focus on optimal activities strategies. These well-defined sales process and contact strategies greatly improve productivity and sales results. Work off of segmented, rule-based prioritized lists or blind queues to optimize your reps’ time and productivity.

Integrations bring two systems together allowing your workflow to be simplified by connecting solutions to each other, and by providing a central pipeline. Use pre-built native integrations, API, POST URL, inbound & outbound webhooks to interact with Shape and other third-party platforms.

Distribution rules automate the delivery of records to your system’s users. Distribution allows you to quickly and intelligently route records based on a variety of factors and filters – such as assigning the right leads to the right reps based on licensing, areas of expertise, etc.

Automatically score inbound leads with a numerical value to indicate their interest level, and conversion probability. By assigning points to the prospect’s actions, or using AI technology to determine value, you can create a score for your leads that will show your most qualified prospects.

When managing your leads there are several aspects that you need to know – where in the sales process a lead is, and what’s its status? Knowing these elements will help you optimize your sales process. Benefit from multi-status management & customization, automated conversions, and data requirements based on workflow status.

eSignature is a document signing tool that you can use to legally—and securely—collect approvals online in minutes and have all of the sent and signed documents stored within the customer’s record with advanced field mappings. Used to replace lengthy manual signing processes, e-signatures speed the agreement process and maximize productivity.

Shape comes pre-built with best industry practices workflows, content, and automation so you can get started right away! Industry templates include drip campaigns sequences, statuses, prioritization rules, triggers & automations, content libraries, departments, and more.

An automated trigger is an initial input that kicks off the activation of an automated action. Trigger automation can kick off an entire automated process in response to various input types such as a status change, new field inputs, call outcomes, etc.

Shape’s Shark Tank is an effective way to breathe new life into old or neglected records. Allow users to claim records that haven’t resulted in a deal via a shared lead pool created using configurable rules. This type of structure can be automated to ensure that opportunities are not overlooked and have the opportunity to be reworked.

QuickFire Connect is a distribution method for inbound leads that automatically notifies all available users that a lead is available to be taken. The first user to pick-up the lead will “win” the lead and the phone will automatically initiate an outbound call to the new inbound lead’s number. This dramatically reduces speed to contact times.

Configuration is when you use native tools in the system to change its behavior or features. This involves tasks like adjusting settings pages rules, adding campaigns, customizing role-based permissions, creating templates, adding business logic and automation, etc. When you configure a system, you’re essentially setting the platform’s “options,” which is available to do for administrative user roles.

A mobile app is a type of application designed to run on a mobile device, which can be a smartphone or tablet. Mobile apps manage to provide users with quality services and experiences viewed and used on smaller devices. Even though device technology today is very sophisticated, mobile app functionality remains narrowly functional. Shape’s cloud-based platform is built with responsive design, meaning an app is not needed, but we have an app available to download to use a lite version of Shape from your mobile device.

Follow up and nurture customers through automation campaigns – pre-build in the system. This involves a series of actions that occur over longer periods of time in order to nurture records through the sales funnel based on the stage they are at in the workflow. Target specific records keeping their minds engaged with emails, text messages and more.

Display advertising appears on third-party websites and uses video, image, or text elements to market products or services. There are many types of display advertising including banner, desktop, and mobile ads designed to align with that of the host website and the selected audience preferences. Design & deploy digital marketing campaigns across millions of frequented websites.

IP targeting is a method of digital marketing that involves targeting consumers using their IP address and delivering online advertisements accordingly. It’s a hyper-focused effort through which you can target the exact audience for your brand based on their physical address and put your advertisements directly in their line of sight.

Easily consolidate all of your leads from various marketing channels into a single database. Streamline outreach and convert more sales to your pipeline with automated tracking, distribution, and lead scoring.

Our suite of powerful professional content and marketing automation tools would cost thousands of dollars a month on their own. You get them all included in your plan for no extra charge.

Email templates allow you to customize the formatting and text of emails sent by users who share your content. Create, or import email templates with variable data merge tokens for quick and efficient communications from manual to automated campaigns. Templates can be text-only, or HTML and text built with our easy-to-use HTML editor or advanced template builder for responsive designs.

Email marketing is an undeniably powerful strategy for lead acquisition and customer retention. Creating a library of email templates can save you a ton of time long-term, allowing you to quickly choose and lightly edit past templates for new emails. Use pre-built templates tailor-made for your industry’s needs, or use HTML and advanced drag and drop email template builders to help you intuitively and quickly create new email templates for your upcoming campaigns, or manual email sending across the company.

Automatically pre-fill customer documents and marketing flyers through document automation features. Streamline your document workflow by uploading document templates, in either PDF or MS Word formats with merge token mapping that automatically fill within the customer’s record file. Email, download, print and send documents, and/or use our eSignature solutions if eSign is required.

Text messaging templates provide pre-set text that can be used to quickly send common text messages without typing the message itself. This feature lets you send those replies simply by choosing them from a menu, instead of typing out the whole phrase if manually sending. Text templates support variable data merge tokens and are also used in automated messaging from drip campaigns to bulk messaging & triggered updates.

Build better business relationships with video messaging. Your brain can process visuals much quicker than it can text. About 90% of the total information transmitted to your brain is visual. On top of that, your brain can process these visuals 60,000 times faster than text. Video messages help create clear and easy to understand information. Send video messaging 1:1, automated, or through bulk messaging – don’t just make communication more relatable, they actually increase understanding as well.

Email blasts are the undeniable powerhouses of email marketing efforts. Sending large quantities of email at once may be used for both transactional and marketing email messages. Simply put, an email blast (also known as a mass email or e-blast) is a single email sent to a huge number of recipients. You may be sending an email blast for a variety of reasons, such as a limited-time promotion, a major announcement, or something else that you want people to be aware of.

Birthday marketing is a marketing strategy used to nurture and strengthen relationships with the customers by reaching out to customers during their birthday month. Birthday marketing occurs as personalized and automated emails, triggered by each customer’s birth date that provides them with a specialized positive experience.

Merge Tags (also known as Personalization Fields or Data Tags) allow you to customize templates (such as email, text, etc.) to customize each template specific to the customer, and to keep your customers more engaged. These tags pull from the fields in your system.

Creating a segmentation and contact management strategy can help you create and organize the relationships your business is developing with your customers and contacts. Help send contextual content and create conversations that people want to engage with. That is the power of bringing contact management and segmentation together.

Scheduling send features are handy when you want to send certain communications at specific times. Schedule email blasts, text blasts, or pre-defined automated drip campaigns off of specific run schedules to reach your customers at the most opportune times throughout the sales cycle.

When someone indicates that they do not want to be contacted, it’s imperative both from a relationship and a compliance perspective to respect their wishes. Uphold compliance standards with all contact methods, including call, email, and text. Helpu mitigate the risk of being out of compliance with TCPA, CASL, and CAN-SPAM regulations.

Email Validation is a method of verifying if an email address is valid and deliverable. It also confirms if an email address has a reliable domain such as Gmail or Yahoo.

Email tracking is a method for monitoring the delivery of email messages to the intended recipient. Get email send, fail, open, and click tracking statuses with notifications to reveal the exact time that an email was received or opened.

An integrated, cloud-based telephony platform, which means there is no need to replace existing hardware or purchase new equipment. All the communication tools users need in one place. Save time and be more productive with phone, email, and text communication tools on a single screen with automated logging and reporting. Enjoy features such as: Click-to-Call, QuickFire Connect, Local Presence, Inbound Call Routing & Conditional Call Flow Rules, Call Queue Power Dialing, Reporting & Analytics, Pre-Recorded Voicemails, Live Call Monitoring, Call Recordings, IVR Rules, and more.

Search for, buy, and activate phone numbers instantly to give your business a local presence. Phone numbers support call, SMS, and MMS.

Save time and be more productive with click-to-call features including automated logging and reporting.

More dials, more meaningful conversations, more revenue. Built specifically for sales, the call features are designed to keep sales reps productive and increase the odds of connecting. Call queues work off of prioritized lists to keep your users focused on the activities that lead to more revenue.

Monitor live calls with call monitoring (HUD) features, plus listen features. Set up your account’s presence, and call monitor permissions based on company preferences.

Live call or double-listening happens without the knowledge of either party on the call. It is commonly used by supervisors and managers to take notes and provide feedback after the call.

Inbound call routing rules determine how incoming calls are handled, tracked, and distributed based on the callers’ actions. Essentially, inbound call routing is call distribution and may include greetings, IVR, conditional sets, etc.

Users can choose to either use the “webphone,” a VoIP phone to make phone calls through your internet connection instead of a regular landline or a mobile network, or users can forward calls to another phone, such as your home or office number based on their personal preferences.

You can use call forwarding to dynamically route incoming calls to available agents, extensions, or departments that cater to callers’ needs.

Local presence is a clever feature that allows users to make calls using a local phone number. Using local presence can boost the number of calls picked up by customers, clients and candidates as familiar-looking numbers are more likely to be answered

Caller ID provides a digital display of the name and number of an incoming call. It uses online databases, and caller identification tech to identify callers before anyone picks up. Caller ID outputs up to fifteen characters for a name and ten digits for a phone number.

Using a round robin step, you can sequentially route phone calls to multiple destination numbers in a queue. You can set a specific amount of time that each number in the queue should ring before moving on to the next number.

This is a preferred inbound call distribution method if you want to reduce customer waiting time. With this routing strategy, the phone will ring all eligible agents to an incoming call at the same time. The first agent that picks up will handle the customer.

A call flow is a road map to how calls will be handled from the moment they enter the phone system to the end of the call. Call flows can be used to handle even the most complex call scenarios and enable great customer care.

Interactive Voice Response (IVR) is an automated phone system technology that allows incoming callers to access information via a voice response system of pre recorded messages without having to speak to an agent, as well as to utilize menu options via touch tone keypad selection to have their call routed to specific departments or specialists.

Call recording is your business’s ability to record a voice conversation over an audio source. Active calls or conference calls can be recorded and then stored as a digital file to be transcripted or listened to at a later stage.

The pre-recorded voicemail drop feature is simple to set up. Sales reps can record a message before they start calling their prospect list. Once on a call, if the call goes to voicemail, they simply click a button to “drop” the pre-recorded voicemail. The sales rep can then end the call and move on to the next.

Voicemail is a digitally recorded message. When you dial someone and they aren’t there, you record into a digital mailbox a digitally stored voice message to be retrieved by the owner of the mailbox. While voicemail functionality has advanced in the digital age, all systems are similar.

SMS stands for Short Message Service and is commonly known as texting. It’s a way to send text-only messages between phones.

MMS is an acronym for “Multimedia Message Service” and is most popularly used to send pictures or images. Unlike SMS, MMS messages do not have a standard length. MMS messages support the following file formats: .PNG or .JPG/.JPEG file up to 5 MB.

A 10-digit long code (10DLC) is the new industry-led long code solution for North American application-to-person (A2P) business messaging.  “10DLC” is introducing a new component to any business who would like to send a text messages to a customer in North America. Carriers are now stepping in to regulate these messaging programs to better protect their subscribers (your customers) and eliminate the spam going to them. While the experience receiving for mobile users will still feel very much the same, the registration process for businesses to implement these programs have changed recently.

The SMS inbox is where you can view all of your accounts’ incoming and outgoing texts. At a glance, you can see who sent and received messages, and when. In addition to messages, your SMS inbox may also contain templated replies.

Bulk texting, also known as mass text messaging, is a popular communication service that is used by businesses across the world for the purpose of marketing and promotion. It is an effective and cost-efficient service that sends a single text message to thousands of subscribers all at once.

Dictation technology converts spoken words into digital text on a screen. With dictation, users can write text messages and notes by speaking them aloud. Microphone must be enabled, but the dictation tools come with the software.

Conversational texting is used when companies need a documented, seamless way of engaging with a contact one-on-one, either after the recipient has replied to a mass message or when you need to contact that person directly. With conversational texting views, you can manage replies, send individual messages, and view the message history.

Track calls, emails, texts and contact history on all record files and in reporting to and have full visibility and control of your pipeline.

Email & text automation is a way to create communications that reach the right people with the right message at the right moment—without doing the work every time, sending automated messages leveraging automation tools.

Shape’s responsive, cloud based software lets you access Shape from anywhere with wifi, and automatically scales its content and elements to match the screen size on which it is viewed – no mobile app download required, although available! This empowers visitors on mobile devices to use the full power of Shape from their cell, tablet, laptop, etc. while on the go.

2FA is an extra layer of security used to make sure that people trying to gain access to an online account are who they say they are. First, a user will enter their username and a password. Then, instead of immediately gaining access, they will be required to provide another piece of information. This second factor either comes from a secret randomly generated identification number emailed or texted to your secondary contact method.

Organizational hierarchy is the ability of either an organization or manager to carry out and coordinate a team to execute their tasks and common goals. Create unlimited teams which involves assigning manager (or director) user roles to a team of users, setting communication and performance objectives to achieve goals, and analyzing reporting to ensure desired results are met.

Shape supports users with varying role and department permissions. Set security and access permission levels to your user roles (User, Manager, Director, Admin, Limited Portal User, Limited Partner User) and customize informational tab views by department. Each user is granted a user role permission that either grants or restricts certain actions in the system. Users can be in multiple-departments if they wear multiple hats in the organization.

Define what data different users, teams, and departments have access to with data sharing permissions and views.

SSL/TLS is an encryption-based Internet security protocol to ensure privacy, authentication, and data integrity in Internet communications. In order to provide a high degree of privacy, SSL/TLS encrypts data that is transmitted across the web. This means that anyone who tries to intercept this data will only see a garbled mix of characters that is nearly impossible to decrypt.

IP whitelisting is the practice of restricting network access to specified IP addresses. Each employee (or allowed user) provides the network administrator with their home IP address, which is subsequently added to a “whitelist” that gives them network access.

The SOC 1 Type II certification verifies that Shape Software has the proper internal controls and processes in place around security and availability. This helps to mitigate risks and ensure that our clients’ data are highly secure. That also includes developing a comprehensive set of security measures and practices to keep our customers’ data protected and safe. In accordance with our efforts to deliver the highest quality services to our clients, we have completed the Service Organization Control (SOC) Type II audit, a semi-annual certification.

If you’re someone who learns better when you can see what you’re trying to accomplish laid out in front of you, then video tutorials are definitely for you. For pretty much anything you want to learn to do, you can find a tutorial online that will give you an audio-visual experience to help you through every step of the process. Whether you want to learn how to adjust a settings page or simply advance your day-to-day skills, you can find videos that give you a visual learning experience.

A well-crafted, user-friendly product manual or user guide can mean the difference between a fantastic customer experience and a terrible one. User documentation isn’t just for new users – experienced customers may also refer to user manuals or product guides to refresh their memories on a feature they haven’t used often or to solve a specific problem they may have.

Customer service representatives address customer issues and resolve them in a timely and efficient manner. Support reps interact with customers on a variety of channels and ensure that all valid customer concerns are being dealt with as quickly as possible.

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"Most useful CRM I've ever used. It was easy to learn, everything was very intuitive and the user experience was sleek."

Pegah S. Technology Partnerships Manager

Source: Shape G2 reviews

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Frequently Asked Questions

No! With Shape, you don’t need to decide between different product offerings. We believe that everyone should get the full featured, unlimited version of Shape to suit all of their business needs.

You can always reach out to our customer support directly from your Shape system or simply send an email to support@setshape.com.

Nope! At Shape, we have no annual contracts and do not make you pay for the year up front. All of our features are included in one system for an affordable month to month price.

We accept any major credit card. For annual subscriptions with over 25 users we can also issue an invoice payable by bank transfer or check. Your account executive can arrange an invoice purchase.

You can think of a user as any person who has access to use Shape software. You can have 1 to unlimited users, just be aware that the users you add to the CRM reflect in your total monthly subscription fees.

Shape is a cloud-based software solution that requires a stable internet connection. We recommend using the latest, versions of Chrome, Microsoft Edge, and Firefox. Also Safari 10.1 and newer.

Yes! Want something custom? With Shape’s help, there’s no limit to how much you can scale your company’s growth and lead your business, affiliates, associates, and clients down a path to success.

We hope that won’t be necessary, but you can cancel your subscription whenever you believe that Shape is no longer helping you with your business. You can cancel by contacting us, or in your software settings.

1/4
"Shape is an amazing clear-cut, efficient, streamlined software that allows you to customize to your personal needs."
Timmya G., Mortgage Underwriter​
2/4
"The CRM has been tailored made for our business. It's helped us optimize our workflow and helped increase productivity."
Sara H. Major Account Executive
3/4
"The software came with everything already built into it or it was just a click to connect what we wanted in the integration dashboard."
Genevieve J. Legal Associate
4/4
"The reliability, outstanding customer service and the amount of time/expense saved daily from this awesome tool. Very easy to use."
Administrator in Information Technology and Services
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Source: Shape G2 reviews

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