showing All FAQs
1. Free Trial
- How does it work? Our
trial last 30 days and is absolutely free. You won’t be asked for a credit card
to sign up for the trial and you can cancel at any time no questions asked. During
the trial, you’ll be able to try out all of the advanced features in our Unleashed
package. At the end of the trial we’ll be in touch to see if you would like to upgrade
to a Free or Paid account, but you can walk away at any time if you decide it’s
not for you
- b. Can I upgrade part way through
the trial? Be our guest. And if you do we’ll give you an extra 10,000 email
credits to welcome you onboard. That’s in addition to your standard monthly email
credit allowance and is worth £25.
- Will I automatically be billed
at the end of the trial? Absolutely not. We respect that you have a choice
after your free trial ends. Since we don’t ask for any card or bank details at the
start of the trial, we would be physically unable to bill you anyway. But that’s
not the point, we want you to actively choose to become an intouchcrm customer because
it’s right for you and your business.
- Do I need to provide a credit
card to qualify for the trial? Nope. You only need provide us with some basic
information such as name and email address. The trial lasts for 30 days and is completely
obligation and payment free.
- How long does the trial last?
You will have access to our Unleashed account and all its features for a full 30
- Can I extend my free trial?
Whilst we can’t run trials indefinitely, we are always open to extending your trial
if it will help, so the best thing is to contact us and
we’ll see what we can do.
- Is there a limit to the number
of users that can have a free trial? Nope. Fill your boots.
- Are all features and functionality
available as part of the free trial? Yes, you’ll get full access to our Unleashed
package which means you can try out the full range of features available.
- Can I send email campaigns
during my free trial? Yes you can. You’ll automatically get 5,000 email credits
to use as part of your trial.
- What happens when the free
trial ends? We’ll be in touch shortly before the end of your trial to remind
you that its nearly over. You can then decide whether to upgrade to either a free
or paid account.
2. Subscription & Users
- Can I upgrade or downgrade
my subscription? Yes, we want you to have the right account package for your
business. If you wish to upgrade, you can do so at any time, just let us know by
contacting our Customer Support team. If you wish to downgrade, you can do so but
we just ask for 30 days notice for the changes to take effect. Please note that
any upgrades or downgrades apply to all users within an organisation, it’s not possible
to have some users on one account, eg Free, and others on another, eg Premium.
- Can I have different users
on different subscriptions? We try to be as flexible as possible but currently
all users must be on the same level of account subscription.
- Are there a minimum and maximum
number of users? This varies depending on the account package you choose.
Unleashed account holders enjoy unlimited users, our Premium account has a maximum
of 20 users and our Free for Life account a maximum of 2. There is no minimum number
- Can I stay on a free account
forever? If you’d like to yes! But the really good stuff including features
such as autoresponders, webforms and Google Analytics integration are only available
with either a Premium or Unleashed account.
- How and when will I be billed?
You can pay via a debit or credit card that will be billed on the same day each
month or via monthly direct debit. When you first subscribe, we will arrange everything
- How do I cancel my subscription?
We’ll be sorry to see you go and if there is anything we can do that will help to
change your mind, please let us know here. Otherwise
you can cancel your account and subscription at any time, we just ask for 30 days
- Is there a minimum term contract?
No we don’t believe in tying people into something they don’t want. There are no
contracts to sign. Guaranteed. All we ask is that if you decide to close your account,
you let us know 30 days before hand so that we can cancel your subscription and
do all the usual administrative tasks involved. Hopefully you’ll agree we couldn’t
be fairer than that.
- How many users can I have?
Unleashed account holders can have an unlimited number of users. Premium account
holders can have a maximum of 20 and our Free for Life account has a maximum of
3. Features & Functionality
- Can I import contacts & information
from Outlook and Excel? Yep very easily! With intouchcrm you can import contacts
from a CSV file (a version of an Excel spreadsheet).
- Can I import data from other
crm systems? Most CRM systems will allow you to download your data into a
CSV file so that you can take a backup, or upload into a different system/programme.
Once you’ve done this you can very easily upload the information into intouchcrm
and you’re ready to go.
- Can I export data from the
system or take it with me if I decide to close my account? Yes and yes. Your
data belongs to you, not us. Think of us as a bank that looks after the data all
the time you have an account with us. But any time you want to withdraw that data
or take it elsewhere, it is absolutely free for you to do so, instantly.
- Can I access intouchcrm on
my iphone, smartphone or from my laptop at home? Yes, since you don’t have
to download or install expensive software with intouchcrm, you can access it from
any device that has an internet connection – your laptop, your office pc, your smartphone
or ipad. The choice is yours.
- Can I access intouchcrm when
I’m abroad? Yes, you can access intouchcrm from anywhere there is an internet
connection, so in the airport, on your holidays (if you want to!) or if you’re on
a business trip.
- Do I need to download any software?
None at all. Intouchcrm is available over any internet connection saving you time,
hassle and money as there is no software to purchase or download.
- Can I store documents in the
system? Yes, you can upload and store documents and link them to a particular
contact or organisation so they are instantly accessible to you or any member of
your team each time you access that contact record. Click here to find out more.
- Can I include attachments with email campaigns We’re asked this all the time. And until now we’ve had to say no due to the high risk of your email being caught in spam filters as they tend to be suspicious of high volumes of emails and attachments sent from one source. But happily we now have a solution.
Now intouchcrm users can add a link (exactly like a hyperlink) to the body of their email copy, that when clicked on takes the reader through to the saved document in a new pop up window, thus bypassing the whole spam filter/ISP issue. It’s a very simple solution but one that is giving intouchcrm users more flexibility in their marketing campaigns.
- Can I link a particular contact
with an organisation or group? Yes you can. So each time you or a member
of your team accesses that contact or organisation’s record, the latest documents
are instantly available. Click here for more information.
- Can the system send me reminders
about tasks, meetings & appointments? The intouchcrm
Shared Calendar takes care of scheduling and organising your meetings and
appointments, including email reminders sent direct to your email inbox. You can
also link your calendar with the Taskpad.
- Can I view a contact’s Twitter
feed within intouchcrm? You can. Within the contact’s profile on intouchcrm,
you can add that person’s Twitter id and then the system will pull through their
last five tweets.
- Can I upload information from
web forms? Absolutely. Once you have an intouchcrm account you simply use
the system to create the webform that goes onto your website. When a contact fills
in the form, for example when they sign up to your monthly email newsletter, all
of their information is automatically recorded into intouchcrm as a new contact
- Can I preview an email campaign
before hitting send? Yes, once you’ve created your email you can email yourself
or a nominated email address to check out how it will look to your contacts. You
can then edit until you are happy with it.
- Can I add a Forward to a Friend link with my email marketing campaigns? Yes you can. Intouchcrm helps our users to spread the word about their company and brand a little further with our Forward to a Friend feature. With the addition of a simple tag into the body of the email, users can now invite recipients to forward the message to their circle of contacts and friends increasing the number of people who see your email newsletter, promotions or announcements. Intouchcrm also tracks who forwards the communication in the campaign reporting area so you can see exactly how many times it has been forwarded on and by whom. Another great feature in intouchcrm that helps users to promote their own business.
- Can I purchase additional email
& SMS credits? Yes if you find you need additional credits you can easily
purchase more by topping up via your homepage. We also offer discounts for larger
volume purchases. Click here to see more information.
- Do you offer additional services
such as webinars and integration with other software? Yes we run regular
webinars for Premium and Unleashed account holders across a variety of topics that
will help you get the best out of intouchcrm, CRM in general and of course email
marketing. Intouchcrm integrates fully with Kashflow and Google Analytics.
Click here for more information.
- Can I upload my own email template?
You can upload your own email template, choose one of the pre-loaded designs already
in intouchcrm or ask us to create one for you. Our designers will create a design
bespoke to your brand and business. Click here for
- Can you create a personalised
email template design for me? We can! Our designers can create an email template
to your requirements on the provision of a brief. You can add your own logo, colours
and layout before adding the necessary coding and then optimising it for sending
to a variety of email clients. Prices start at just £75 plus VAT.
Click here to see the full range of options.
- Can I export all my data to
create a back up? Of course. We understand peace of mind is essential when
it comes to valuable customer data and because of that intouchcrm and all the information
within it is stored securely on dedicated servers hosted by
Rackspace, the world’s leader in hosting and storing secure data. But if
you wish to also hold your own back up data, you can easily export information at
- How do I know my data is safe
and secure? intouchcrm and all the information within it, including your
valuable customer information is securely stored on dedicated servers hosted by
Rackspace, the world’s
leader in hosting and storing secure data.
- How do you back up my data,
where and when? We have several servers around the UK hosted by the world’s
leading hosting company, Rackspace (who also look after HSBC amongst many other
organisations). At Rackspace we have main servers as well as several test and backup
servers so rest assured your data is in very safe hands and backed up regularly.
- What do you do with my personal
information, such as credit card & personal details? The good news is we
don’t do anything with them. Your personal information is only, and we mean only,
used to manage your account with us. So for instance we retain your card details
to take payment for your monthly subscription. We use your email address to contact
you with important information and updates. But that is it. We never give or sell
your personal information or data to third parties. That is a cast iron guarantee.
5. Training, Support & Best Practice
- Do you provide online training,
webinars etc? All account holders have access to our comprehensive Knowledgebase
providing lots of information on different aspects of the system including how-to
videos, best practice and technical advice. If you’d like more specific training
that is tailored to suit your needs we can provide one on one online training at
a cost of £40 per hour. And if you feel you need something more face to face we
can also come to you for either a full or half day of training. Contact us for more
information and to discuss your requirements.
- What technical support do you
provide? Your first port of call is our Knowledgebase that includes lots
of information on the system including how-to videos, best practice and technical
advice. If you still require additional technical help, all account holders have
access to an online ticketing system that allows you to raise issues and ask questions
to our UK based support team. We can also arrange to have phone support added to
your account for as little as £5 per user, per month.
- Do I have to pay for support?
All account holders can access our online Knowledgebase for free. We also have an
online ticketing system that you can use to raise issues and ask questions of our
UK based support team. The online ticketing system is available free of charge to
all Premium and Unleashed account holders. Premium and Unleashed users can also
opt for additional phone support, for as little as £5 per user per month.
- Where are your support teams
based? The intouchcrm team is based in sunny Weston-super-Mare in North Somerset.
If you call us or contact us, rest assured you are calling us in our offices in
the UK and not an outsourced call centre somewhere. We work with customers all over
the UK and in many countries across the world including China, Poland and Germany.
- What is double opt in and why
should I worry about it? Double opt in is a term used to describe the degree
of permission you have to contact someone. Single opt in means that a contact may
at some point have given you their details and agreed for you to contact them with
news or information. Double opt in usually involves that same contact confirming
for a second time that they agreed to hear from you. Typically double opt in works
1. Contact signs up to receive emails via your website, at a tradeshow etc.
Double opt in ensures that you are legitimately contacting prospective and existing
customers and therefore you’re significantly reducing the risk of being identified
as a spammer or your communications ending up in junk folders. It shows your contacts
that you are a credible, genuine and trustworthy company who respects the privacy
of its customers.
2. You then send a confirmation email to contact asking them to click on a link that
confirms they have opted to subscribe to your communications.
3. You now have double opt in permission and are legitimately able to add them to your
4. Every communication you send must have the option for the contact to unsubscribe
at any time.
- How do I avoid the spam or
junk folder? There are a number of things you can do to avoid the dreaded
junk or spam folder. Avoiding the use of certain words and symbols in email subject
lines, not creating the text in Word and then copying and pasting it into the email
editor are examples of what you should pay attention to. Our Guide to Avoiding the
Spam Folder is available to all intouchcrm account holders.
- Can I purchase email lists
to create campaigns? You can but we beg you not to. We certainly don’t ever
purchase lists and we advise our customers very strongly to do the same. The problem
with purchased lists is that the contacts on those lists have not given their specific
permission to be contacted by you. And you therefore increase the risk of your emails
hitting their junk folders, or even worse they will actively unsubscribe from your
communications and report you as spam to their ISP. It doesn’t take long for an
ISP to start blacklisting email addresses that they feel are actively spamming contacts
and once that has happened you are unable to communicate with anyone, including
your active customers who do actually want to hear from you. There are many ways
you can build up your contact list to make sure you get your message out there,
but purchased lists is not one of them.
- Why do I need to include a
plain text version? Many of your contacts may not have enabled their email
client to accept HTML emails and especially from a company they may be hearing from
for the first time. In order for us to get the best delivery rate for you, we have
to jump through a few hoops with the ISPs (internet service providers), and one
of their requirements is to add a plain text version of your email campaign. This
means that you can be sure that your email will be delivered whatever settings the
contact has enabled.
- Does intouchcrm offer a white
label version? We do have a white version of intouchcrm which we offer to
selected partners to resell to their customer base. Please contact
us for more information.
- Do you have an affiliate programme?
Yes we do and we have a number of people earning great monthly income from just
recommending intouchcrm to colleagues and friends. All you need to do is
register here for an Affiliate code. Once you start to drive sign ups, you
will receive 20% of the monthly fee they sign up for which will be sent to you each
month. A great way to earn income and drive traffic to and from your site.
- Do you have an API?
We are in the process of finalising our API and as soon as it is available we will
add information to our website.
- I want to personalise the look
and feel of my intouchcrm It’s very simple to upload your own company logo
onto intouchcrm. In addition you can customise your homepage and Contacts page to
include the information you want to see regularly.
If you can't find the answer to your question feel free to contact us here.