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Losing sales because of your website

Your Website Is the Reason Why You’re Losing Sales

By | Administrative Support, Business Improvement, Business Sustainability, Customer Service, Ecommerce Support, Ecommerce Support Services, Entrepreneurship, Freelancing, Marketing Virtual Assistant, Social Media, The IU Way, Virtual Assistant, Virtual Assistant Support | No Comments

7 stages of the purchase process where you’re driving customers away

These days, if you don’t have a website for your business, product, or service, you are losing out on 81% of your potential customer base; who research their purchase online before buying it. Having a website, however, can prove to be a double-edged sword if you are unfamiliar with website development. A business unconversant in the common assumptions customers derive from website design may inadvertently cause itself to look untrustworthy or obsolete.

There are a host of reasons why investing in ecommerce website development is a good idea for every business. The development, design and code of your website affects every stage of the customer purchase process.

1. The numbers make sense

A quick Google search will lead you to thousands of ecommerce website development agencies; large and small. There will always be someone willing to work within your budget, who can make the website according to your business’ needs. One thing is certain; professional website development always provides return on investment far beyond what you expect. An attractive website lands more leads onto your website, introduces them to your products or services, and converts them into customers.

Trying to set up your own website is like stabbing in the dark for most businesses (unless you’re a web developer yourself). You’re bound to make mistakes, redo things, or give up on having what you think will work best for your business. Hiring a web developer within your budget from the beginning will avoid potentially expensive mistakes and re-dos later.

2. You don’t stand out if you use a template

While there are tons of website templates available on the internet, using one without making any changes to it is not a good idea. Your website needs to mesh seamlessly into your business identity, and a developer will help you make the changes necessary to optimize the website for your business.

Using a template as-is also makes your website incredibly forgettable. Each template you see on the internet (especially one which seems attractive) has been used by hundreds, if not thousands of other businesses. Making your website seem exactly like theirs does not help you stand out in the customer’s mind. Using industry-specific templates compounds this problem by making you forgettable within your niche. Therefore, creating a website that makes your business stand out due to its design will require investment in ecommerce website development.

3. Visitors don’t make it to your website

You’d have heard the buzzword “search engine optimization” everywhere these days. People think it means utilizing keywords and paying for advertisements, but rarely realize that your website visibility on major search engines is inextricably linked with the design you choose for it. Clunky and obsolete design and coding pushes your website lower on the search rankings.

Google, for example, assesses the quality of your landing pages when determining your website’s search engine ranking. It is important to partner with an ecommerce website development agency familiar with search engine optimization; or potential customers will not be able to find your website through search engines.

Why is ecommerce website development necessary?

4. Your website’s first impression may be unappealing

When 66% of all potential customers prefer a beautiful design over a plain one, it is worth looking at making your website appear modern and appealing. Your website is often the first impression potential customers, who have myriad distractions online, receive about your business.

Your website needs to appear attractive on all devices. 88% of customers in an Adobe poll said they used multiple screens to access websites. A further 73% of people require the content to display well on whichever device they are using to visit websites. Professional ecommerce website development will ensure that your content is optimized for display on all devices; so that customers do not turn to your competitor’s websites instead.

5. Customers don’t engage with an unprofessional website

If your content is unattractive or your website is difficult to navigate, 38% of people will stop engaging, and 35% will click off, according to the same Adobe State of Content Report. However, if you think you can make content attractive by merely utilizing videos or inserting high-quality graphics, you would be cannibalizing your website’s position on search engine rankings. Website design needs to straddle the fine line of attractiveness and ease of loading– if your website is bogged down by content, it will load slowly, and Google will kick it right off the front page of search results. Partnering with an ecommerce website development agency that is right for your business will help you avoid these pitfalls.

6. It hurts your brand image

As customers keep navigating your website and use it to consider products or make purchases, they form an opinion of your business, your customer service, your trustworthiness, and whether or not they want a long-term relationship with your company– all without meeting any person representing your company.

Brand Message

Your website is the best way of reaching out to all your current and potential customers with an organized brand message, especially new offers and products. A website can be designed in such a way as to not only sell the product or services but also to receive feedback about its utility. This would make your website and business appear cohesive and reliable.

Trustworthiness

Small mistakes like using a simple template, or forgetting to put a “Contact Us” section in places a customer would expect it, can make your website look unplanned and untrustworthy without you realizing it. An ecommerce website development agency will help you with its wealth of experience in this regard.

Customer Service

Your website also signals how you will treat your customers. Leads who have come across your page might leave it and go to a competitor instead if you haven’t communicated purchase and return policies clearly, for example. If you pride yourself on your customer service but have not managed to portray that on your website, you may be losing out on a lot of potential customers.

Niche Branding

A good ecommerce website makes clear from the homepage whether the customer will find what they are looking for. This helps you avoid unwanted traffic, so that your traffic-to-conversion rate is higher. Niche design for your industry is possible only through investing in ecommerce website development.

7. Visitors don’t convert into sales

All the considerations mentioned earlier combine to create a website experience that will either convert leads into customers, or drive them away to your competitors. When it comes to ecommerce website development, search engine optimization, and conversions, nothing beats experience. A good ecommerce website lands on the front page for search results, draws the customers onto the homepage, directs them easily and quickly to what they want, keeps them there through attractive design, allows them to get help whenever they need it, and familiarizes them with brand enough so that whenever they are ready to purchase, they choose that website. You have to bear all this in mind when creating an effective website for your company.

A buyer-oriented website is also instrumental in retaining customers. Every ecommerce business knows that retaining customers so that they make multiple purchases is much less costly than creating new buyers from scratch each time. A good website will do all the work of retaining customers for you.

That’s why you need to choose the right partner when creating your website. IdeasUnlimited provides unparalleled ecommerce website development services, with customized packages for your business; depending on the services you need. Our multilingual team can create your website in any major language and industry, no matter how small or large your business is. If, after creating your website, you need a team to manage ecommerce support or ecommerce customer support, our experienced global team can take care of all of your support needs.

IU Named Top Healthcare Call Center Company by Clutch

Clutch Names IdeasUnlimited a Top HR Firm in the Healthcare Industry

By | Administrative Support, Customer Service, Healthcare Call Center Support, Receptionist Service, The IU Way | No Comments

For the past eight years, we have combined skilled human resource, management, and monitoring with cutting-edge technology to provide custom solutions to our clients. Our team has completed over 4000 projects involving a spectrum of services including call center, multilingual, virtual assistant, ecommerce, and backend support. By providing our clients with 24/7/365 support, overheads due to investments in HR, marketing, customer service, and finance departments are no longer necessary. Our dedicated and skilled remote workforce offers great value to our clients. As a result of our success, IdeasUnlimited has been awarded with this recognition by Clutch.

Clutch.co’s latest directory features IdeasUnlimited as a leading service provider for the healthcare industry! We are happy to receive this award as it reaffirms our tailored approach to supporting our clients’ efforts to grow their businesses and increase productivity.

Washington, DC-based ratings and reviews platform Clutch awards leading B2B service providers annually. The team determines winners according to rankings, which are assigned after assessing a business’s market presence, project history, and quality of services. Their analysts collect verified client reviews to evaluate a company’s success.

IdeasUnlimited Awarded Top Healthcare Company, 2019

Here’s what some of our clients said about our services to Clutch:

“We’re long-time clients and are delighted with their innovative approach.”— CEO, advertising & marketing agency

“They are fast, responsible, hard-working, and honest.” — Employee, beauty business

Based on industry leadership, IdeasUnlimited has been listed on The Manifest’s page of top ten HR outsourcing services agencies!  A sister site, the platform expands on Clutch’s content to offer business news and how-to guides.

Our team is thrilled to receive this award. We are thankful to our clients for providing their feedback to Clutch, contributing to this recognition.

For the most effective solution to suit your business’ unique support requirements, talk to our team.

5 Must-Have Tools to Globalize Your Business in 2020

By | Administrative Support, Business Improvement, Business Sustainability, Call Center for Small Business, Customer Service, Ecommerce Support, Globalization, Technical Support, The IU Way, Virtual Assistant Support | No Comments

What is the tool most commonly used in today’s world by individuals and commercial organizations? Very simple, the Internet!

The Internet has made so many tasks convenient and so many processes irrelevant in the business world. Ecommerce support is only one click away—be it multilingual support for your stakeholders or technical support for your customer care center. If you have high-speed internet connectivity and a functional operative system, 80% of your business is already global. Therefore, it is important to investigate a futuristic version of your business considering the global context and available digital tools.

Globalization 2.0 brings the world to your doorstep and the Internet brings a huge potential market to your work desk. It is now easier than ever to create and promote an international brand image. There are many innovations in the tech world to help digital businesses grow. Here are 5 main tools that will be invaluable in assisting you achieve your global strategy:

  1. Research Tools

Research, Research, Research, ACTION! Make this your business mantra and make Google your best friend.

Use research tools to analyze the perceptions and behaviors of your new and existing markets. You can use Google Trends to gauge the demand of your offerings in a specific location, or consumer barometer to read into consumers’ ecommerce behavior.

Another free online tool is Quartz Atlas. It provides a vast database on world demographics and helps you search for information using your relevant keywords. Moreover, the data is presented in the form of tables and charts, which you can customize using your own variables.

Other ecommerce research tools are priced but come with convenient payment plans and free trials. For instance, you can use Jungle Scout—which is most popular for product research, or SemRush—which gives you an insight about your industry’s top keywords and performance of your competitors based on their website.

Similarly, if you are interested in hiring a virtual team, research can help you harness the best of the best by guiding you where to locate your next star worker.

You can find a plethora of other software applications to help you gain more information about your competitors, your niche, your campaign, and product performance.

  1. Resource Management Tools

There are plenty of software and tools available in the market that help in organizing and monitoring resources. They prove helpful in carrying out budget controls, time management, human resource management, as well as data and document management.

Do you also need a solution for conducting audio and video meetings with your remote team members located in different time zones?

Project management software and tools are a good way of managing a remote team, tracking time, efficient communication, and resource management. Popular project management software such as Wrike, Monday.com, or Basecamp include helpful features like real-time chat and messaging, task assignment and progress tracking, document sharing and analyses. Moreover, a comprehensive set of integrations across different in-demand, cloud-based tools makes these software applications a more compelling option. Read more about the best project management tools here.

  1. Marketing Tools

Time has brought enormous innovation in marketing as well. The arrival of Big Data and interactive technology have refined the way marketing is carried out and innovation has introduced new techniques for acquiring and retaining customers.

Marketing tools can handle everything from social media automation to customer-company relationships and affiliate marketing.

In a nutshell, marketing tools for ecommerce sales should ideally relieve you from social media, content creation, SEO, and email campaigning stress. You should also be able to find and segment consumer data for better customer service and targeted marketing campaigns. Some of the most popular marketing tools today are:

  1. Customer Relationship Management (CRM) Tools

This set of tools are usually a composite of marketing tools, analytical tools, and research tools. They allow your business to have a systematic approach to managing all the information and interactions of your business with your customers, suppliers, and other businesses. Some examples are Intercom and Pipedrive.

Your customers are your bread and butter. For your business’ survival, it is important to reach out to your customers and meet their requirements. As a global business, you must use multiple communication channels to communicate with your customers. A customer management application (CRM) can help you aggregate all communications in one place and effectively deal with all the purchase, engagement, and feedback information.

This allows your customer care center to prioritize and attend to customers who need immediate response. It also becomes easier to track the website traffic, consumer movement, and preferences in order to optimize their purchase experience and enhance customer loyalty.

CRM tools help the customer care center agents to:

methodically identify and work on prospective clients

build and retain loyal customers

understand customers’ requirements and their response to marketing campaigns

segment customers based on demographics and preferences and create personalized follow-ups.

  1. Coordination and Translation Tools

Important: Communication is the key!

All interaction with your customers, suppliers, and teams has to be timely, efficient, and clear. A global business needs to possess a multilingual and multiethnic outlook. Your website should cater to native languages and norms of your target market. Also, your customer care center should be equipped to provide multilingual support to equally cater to all your customers across the globe.

Communication tools can help avoid unnecessary delays and misunderstandings. This results in identifying issues and resolving them in a timely fashion. Bilingual customer service or multilingual support can be invaluable too.

Other than project management and CRM tools, translation services, and coordination tools such as Calendar, Hangouts, and Skype can help your company boost its ecommerce sales.

For expanding internationally, it is important for you to distinguish between ‘time zones’ and ‘time relationship’. While everything is 5 minutes earlier in Germany, there is a more relaxed relationship with time in the global south. This is where coordination comes in. An efficient multilingual support service can easily handle both for you.

Global expansion is exciting and risky, but it is the best way to increase ecommerce sales.

Some of the abovementioned tools’ features overlap. Hence, it is important to critically analyze your business and its requirements. There are many more tools that you can use to streamline your activities. Choose the right tools from the start or contract a business service provider to take away these worries while you focus on your core activities and strategizing for going global.

Which tools do you use in your business? Let us know by commenting below.

How to Grow Your Ecommerce Business

By | Administrative Support, Call Center for Small Business, Customer Service, Ecommerce Support, Ecommerce Support Services, Multilingual Support, Virtual Assistant Support | No Comments

Buying and selling online is one of the most lucrative business ideas that you could come up with today. The 21st century consumer is primed and hungry for more and more opportunities to be able to finish their shopping experience with ease from the comfort of their own home. But you have to be smart about the strategies you use. If you know how the consumer’s mind works, the task becomes absolutely smooth sailing.

  1. Strategically Market Your Business

Buy ad space on popular websites and search engines to market your business. Focus on video ads and only market your most popular products.

The first major decision-making junction comes at the stage of marketing. Let’s say you already have a website or an app. How are you going to let people know about it? Which products will you market? Where will you market them and how? These all might seem a bit overwhelming, but they follow each other naturally and once you get the ball rolling, it will gather momentum on its own.

The ideal solution would be to buy advertisement space on popular websites like YouTube and Facebook and search engines like Google, Bing, and Yahoo! etc. Your ads should preferably be in video form, since the typical consumer spends 88% excess time browsing a website with video (especially without sound). Videos create more engagement with the user and that results in positive action.

  1. Focus on Customer Retention

Retain your current customer base and offer frequent incentives to make them feel appreciated.

The importance of a loyal and regular customer base cannot be emphasized enough. They are the ones who will visit your website or app again and again and buy multiple items. 65% of a company’s business comes from previous customers. Maintaining these customers with good customer service and showing them you value them beyond one-time customers creates goodwill, word of mouth marketing, and a steady increase in sales. One popular, tried and true way of doing this is by having loyalty cards. Great emphasis should be placed on customer satisfaction at every stage of interaction with your business; you should work with a call center support services provider like IdeasUnlimited that specializes in customer retention.

  1. Affiliate Marketing and Discounts

Get more customers through affiliate marketing and entice them to purchase.

Partner with another business and offer promotions and discounts specific to those customers to bring in new users. Not only will you develop a strong business partnership, these new website visitors would have a high conversion rate due to the strong referral.

Flash sales are also effective ways to create urgency to boost sales and profits, because customers do not want to walk away from a good deal. Never miss out on having sales during festive occasions or celebrations and holidays. Your ecommerce business will generate the most revenue in that time.

  1. Widen Product Base

Widen your range of products to cater to a wider clientele. These can include supplementary products and services related to each other as well as completely fresh product lines.

Although most ecommerce businesses start out small, it is prudent to slowly try to attract other market segments as well. If you have a stationery business and the primary consumer is a school-going child, it is highly likely that their parent or caregiver is doing the online shopping. Think about the extra traffic and revenue you would generate if you increased your range of products to entice mothers with kitchen utensils or home décor, for instance.

  1. Optimize the Customer Experience

Ensure you have good customer support, a user-friendly website/app interface, and a hassle-free shopping experience.

The first-time user especially will not take long to form an opinion and turn away from the website if their initial experience was negative or anything less than ideal. You need to make certain all issues are dealt with before they even become actual problems by ensuring your ecommerce support is par excellence.

A user-friendly interface means optimizing your website for mobile devices or even creating an app for it. 79% of smartphone users have made an ecommerce transaction in the last six months, so this is just astute business sense.

Your call center support should be professional, courteous and, above all, make the customer feel heard, understood and helped. You don’t need to invest in anything in-house; simply find a reputable call center for small business like IdeasUnlimited or partner with a firm that can handle your established business.

Do you feel like your business has stagnated and is not producing the desired profits? This is the ideal time to think outside the box. Come up with creative and fun marketing techniques. Use social media and affiliate marketing to boost your audience reach. Never underestimate the importance of your happy return customer. Most importantly, find an ecommerce support services provider who is experienced in tackling all the above.

Lost in Translation—Overcome It with Multilingual Support

Lost in Translation—Overcome It with Multilingual Support

By | Call Center Support, Customer Service, Multilingual Customer Service, Multilingual Support, Receptionist Service, Receptionist Service, Remote Support Services, Technical Support, Transcription, Translation, Virtual Assistant Support | No Comments

In today’s world, where physical borders have become blurred and your business’ customers may hail from any of the world’s 195 countries, focusing on one “world” language like English to cater to your customers can be a costly mistake. In the face of stiff competition, your business will lose non-English-speaking customers if your customer service does not cater to them. The days of differentiating yourself by solely providing a 24 hour call center are long past. You will only acquire and retain customers if you speak to them in their language.

Multilingual Support—The Solution

Companies that wish to expand globally and build a loyal customer base overseas must cater to these customers in their native languages with multilingual support. Multilingual support eliminates communication barriers and errors in translation—open and accurate communication with your customers is only possible in their native languages. You can retain more customers by making them feel like they are dealing with a local company, or a company that values them as a customer, since only 8% of repeat purchasers account for 40% of an average store’s revenue. Having specialized multilingual support in a non-global language—like Finnish customer support for your Finnish customers—can make them feel valued in a way that even the best English customer support cannot achieve.

Benefits of Multilingual Support

Multilingual support creates the optimal customer interaction experience at every stage of the sale and after-sales process.

  • Greater customer loyalty and positive word of mouth
  • Less chances of miscommunication due to language barriers
  • Greater customer lifetime value with repeat purchases
  • Easier integration into overseas markets with better brand credibility
  • Exponential global growth into new markets
  • Greater likelihood of converting a query into a sale and a complaint into a resolution
  • Successful diversification of risk and smoothening of demand cycles for the business
  • Greater competitiveness locally and in the international market

Why Should You Work with a Multilingual Support Services Provider?

  • Working with a specialist requires less investment of time and effort and a lower cost than building an in-house team. Taki Skouras, the CEO of international wireless retailer Cellairis, advises working with a support services provider for multilingual support if you don’t have the budget for full-time in-house translators.
  • Reliance on experts will protect businesses from the pitfalls of expanding globally. They will help you understand the local market and ensure that you comply with local regulations.

A well-informed decision when choosing your multilingual support services provider will guarantee that the positive effect on your business is immediate. The multilingual support services provider should have these characteristics:

 It must have agents with native proficiency in more than one language other than English.

 It should not have large overhead costs that pay for the VIP culture of upper management.

 It must be experienced in providing multilingual support to global companies.

 It should be flexible and scalable to a 24 hour call center as the business grows and calls for round-the-clock customer support.

 It should have agents specialized in providing support in European languages such as French, German and Finnish customer service.

 Call center agents must be experienced with VoIPs, inbound and outbound calling, and resolving customer queries in a timely fashion.

 It should have “live” staff that can understand the nuances of customer behavior and respond accordingly.

 It should be fast, friendly, and reliable, with proven results.

Multilingual Support at IdeasUnlimited

IdeasUnlimited has more than 8 years of experience in providing multilingual support to clients all over the world. Not only does it check all the requirements above, it customizes a solution according to the business’ requirements. Contact us today for a customized multilingual support solution.

How Remote Work Saved Me! Conquering All Odds

How Remote Work Saved Me! Conquering All Odds

By | Administrative Support, Backend Support Services, Business Improvement, Business Sustainability, Call Center Support, Customer Service, Ecommerce Support, Employee Management, IdeasUnlimited US Remote Workers, Remote Support Services, Remote Work, The IU Way | No Comments

 LinkedIn: shahzadyaqoob/  Facebook: shahzad.yaqoob.39948
 Upwork: shahzadyaqoob
Email: shahzad@osbprovider.com

Shahzad Yaqoob (aka Nick) is an entrepreneur, a philanthropist, a family man, and a human being with a strong resolve. He is an avid reader, a keen sports fan, and loves to spend time with his kids.

He has travelled across the oceans and built a remote career for himself, which no one except his brother believed could work out. He has been successful in establishing an award-winning company that not only offers a professional and flexible work environment but is productive and rewarding for all those involved—the IdeasUnlimited Family.

He is the founder and CEO of IdeasUnlimited, a business support services providing firm that is headquartered in Houston.

Self-discipline and a strong drive can help you overcome any situation and Shahzad proved that in quite short time. He has become an inspiration for all those who know him in a professional capacity.

A chat with him revealed much more about his struggles and relentless efforts to gain a reputable position for himself and help others see the light at the tunnel’s end.

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Social Anxiety and Remote Work

Nick's Story of How Remote Work Saved Him

Like me, most of you must have heard of and may have met people dealing with some kind of psychological struggle. But it is hard to fathom the agony they must be going through in order to meet day to day expectations as a family member and a worker. Typically, our society does not consider them fit to be a part of normal life.

Social anxiety impacts a worker’s life as soon as the day starts. A worker starts worrying about commuting to work, meeting people, deadlines, and the office environment. These worries also have spillover effects in their personal life.

It is usually advised to work on your anxiety disorders and then re-enter the workplace. However, it is neither financially nor professionally feasible. There are many different types of anxiety conditions but the proven key to success despite anxiety issues is to find an outlet and not let anxiety control your life.

Remote work has been a blessing in disguise for many of us facing geographical, health, and social constraints.

Shahzad had been struggling with acute social anxiety since his teenage years but in 2010 it worsened as a never-ending turbulence for his social existence. He was so perturbed that he could not contemplate any other solution other than ending everything, including his life.

As he left his regular job, he got called in for a part time remote job as an outbound caller. Halfheartedly, he accepted it and soon realized the opportunities that remote work could offer.

It gave me hope and that was a big thing… remote work can give you time to settle. You can explore the possibility of making likeminded friends or exploring other avenues of tackling social anxiety, or any other psychological or physical limitation you might have.

IdeasUnlimited’s existence shows me the importance of a support system in your life. It might be just one person. But someone to support and understand you, someone to show trust in your strengths and help you overcome your weaknesses, can take you a long way in life. For our CEO, this constant support has been from his brother. Today Shahzad considers all his colleagues as his support system, but it is primarily his brother, Shahid Yaqoob, who recognized Shahzad’s potential and guided him well at every step.

My brother has been the most positive influence in my life and career, my strongest support…I must thank my brother who helped transition everything without a hassle. I still look up to him for business advice…

IdeasUnlimited Making Lives Better

I had a chance to talk with Shahzad recently and it made me realize that everyone has their own battles and you never get a level field to achieve your ambitions. It is important to fall and then learn to stand tall. I realized that every company was once just an individual struggle, and every CEO-ship was once just a start…

In 2010, Shahzad took his brother’s advice and registered his company in USA. He worked day and night and built his credibility in the remote work industry and continued to build his team. Despite all hurdles, he stayed consistent and expanded his business to hundreds of workers from Pakistan, Philippines, India, USA, South America, and Europe.

I have been running this business remotely for nine years now! I manage call center locations myself in Karachi (Pakistan) and in Houston (USA), and then have partners run several call center locations in the Philippines.

Shahzad initially faced the common issues of remote team members. However, after sporadic work and trials and errors, IdeasUnlimited developed a very effective recruitment and monitoring process that facilitates competent workers in achieving the results expected by the clients. There is no discrimination and IdeasUnlimited promotes an inclusive workplace for anyone who is willing to unleash their potential and achieve results.

Now we have highly professional and trained HR and Administration teams, along with precisely tested processes to assure top productivity and efficiency, and a workforce that possess the required skills, attitude, and intent to do well.

Over time Shahzad has trained himself to stay calm and not let anxious thoughts take over his decision-making ability. He did not let initial failures deter his perseverance to achieve his dream. Interestingly, his dream has never been to succeed alone, it has always been about allowing people suffering in any way find HOPE for their future. And quitting was never an option.

This [quitting] never crossed my mind even when we went down to only one major project in 2013 for three to four months. We had a major downfall for no discernable reason, but quitting was just not an option.

The beauty of a struggle is that it helps you relate to those who are in the same boat. But the beauty of success comes when you work to let others be a part of the new possibilities too. It is when you build collaboratively to help others benefit from it as well. Shahzad proves how honest struggle creates empathy and the desire to improve the lot of others like you.

Knowing and having gone through such feelings [anxiety] and then finding remote work, which helped me gain my confidence back in life, has convinced me to show this path to others as well.

IdeasUnlimited in the Future

Shahzad often talks about mutual growth and giving back to society. He frequently initiates discussions about global social and economic concerns on the company’s platforms and I find him very ambitious towards finding solutions to major world problems. He envisions an inclusive company that provides opportunities for those with talent and one that sponsors education for orphans and the less fortunate all over the world.

He sees the remote work industry expanding in terms of innovation, coverage, and workforce. But he is looking forward to this industry getting globally regulated and judicated to meet new challenges of fraud and digital deception.

IdeasUnlimited is one of the highest-ranking companies for remote contracts and has recently won recognition on Clutch Awards and The Manifest. Shahzad thinks it is because of his team that his vision is gradually becoming a reality.

Shahzad values his workers and strictly believes in mutual growth. He always mentions each one of the senior members of his team in connection to IdeasUnlimited’s consistent upward track record.

With the same regard and passion, he wants to take the company forward in a way that it is rewarding for all those involved.

IdeasUnlimited is aspiring to become a company that meets the expectations of its clients at competitive pricing while the workers grow professionally, without being restricted by any personal circumstances.

IdeasUnlimited gives me hope for all the conditioned workers in the labor force today—they too can work with a vibrant, growing company and build their remote careers. I will always be proud to have worked in an organization that values and builds its success with people, without discriminating or benching someone for something beyond their control.

It is a company that is future forward. It has the potency to help millennials choose their lifestyle as well as workstyle.

Shahzad Yaqoob has been successful in creating an organization that has commendable work ethics and quality of service while focusing on agility and technical standards required by their fast-paced, modern clients.

Shahzad has learnt the art of balancing life and work and not taking anything for granted. He is helping others strive for this balance too by believing in their strengths and conquering the odds set against them.

If you are interested in Shahzad’s complete narrative, you will find here a detailed question and answer session I had with the CEO of IdeasUnlimited. It is a story of his perseverance and personal struggles that have led to the success of many.

Please let us know your thoughts in the comments below.

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Partnerships That Build Value in Healthcare Transformation

By | Administrative Support, Call Center for Small Business, Customer Service, Employee Management, Healthcare Call Center Support, IdeasUnlimited US Remote Workers, Medical Virtual Assistant, Remote Support Services, Remote Work, The IU Way, Time Management, Virtual Assistant Support | No Comments

The healthcare industry is busy responding to the growing expectations of their patients. Like other evolving industries, this industry is also facing demands of personalized care, convenience, value add-ons and options. Patients now are actively involved in informed decision-making, owing to the influx of online reviews and ratings and self-payments.

Current healthcare consumers research and look for a provider that can consistently provide them a good experience. The significant decrease in funding, rising self-payments, copayments and deductibles, have resulted in a greater demand for finding healthcare options at competitive rates.

Resultantly, healthcare providers are working to create better relations with the patients based on trust and reliability. Studies have shown that long-term patient relations uplift revenue and are directly affected by improved and coordinated care delivered by engaged workers.

Patient Experience

From the point that an individual starts looking for a healthcare service to the time care is delivered, everything constitutes the patient experience. On the basis of this patients decide whether they have been satisfied with the facility or physician’s practice or not.

Positive patient experience is an important goal in itself. Every interaction with the healthcare system adds to the patient experience. This includes their health plans, insurance policy, treatment from doctors, nurses and general hospital staff, laboratories and other healthcare facilities.

Healthcare processes and outcomes such as clinical diagnosis and outcomes, medical advice, and safety practices are the obvious factors that structure a patient’s experience with any health provider. However, another very important set of factors is often neglected during medical services delivery: Communication and Administrative Support Services. Patients expect a service that is not only available but also respectful, convenient, and compliant with their preferences and special needs.

IU Healthcare Call Center Support - Important Stats

Many CAHPS studies have shown significant results that link

  • good communication
  • timely appointments and follow ups
  • easy access to information, and
  • immediate response from the providers

to positive patient experience. Therefore, it is mandatory to look at each aspect of delivery and association between patients and healthcare providers. In order to improve and deliver overall care services to engender positive patient experiences, non-medical staff also has to be trained and motivated to deliver effective support services to the healthcare seeker.

Employee Engagement and Quality of Patient Experience

Quality patient experience and employee engagement are two positive forces that reinforce each other. Among other macro benefits, this cycle also benefits the facility with lower employee turnover, greater patient and employee satisfaction, improved medical processes and systems, and certainly, an improved bottom-line.

Research has shown that employee engagement motivates and develops the current workforce to perform better. All healthcare staff, be it administrative support, general support services, nurses or physicians, needs to be empathetic, professional and efficient. Engagement of employees—at all tiers—influences them to do their best and provide medical care in the most personal and effective manner. In short, employee engagement is an important goal that leads to the achievement of another goal: Quality Patient Experience.

If a patient rates your facility 5 stars for the great care experience they received, then it’s a win-win for all. Researches have shown that organizations with engaged employees report a lower mortality rate around the world. Similarly, the incidence of medical errors also reduces, which is the third largest reason of deaths in US today, after cancer and heart diseases.

Evaluation of a complete healthcare quality picture shows substantial proof that many aspects of non-medical tasks and services are also key determinants of a quality patient experience. When a care seeker reaches out to any healthcare facility, they expect immediate response and effective solutions. Quality interaction with the administrative support team and hospital reception, as first contact points, are as significant as the medical procedures for a positive patient and family experience.

Stress-Free Work Environment

It is not only doctors and nurses who work under pressure in a medical facility, non-medical staff that renders support services is equally taking the physical and mental toll of the work pressure.

Here it is important to understand that employee engagement is a long-term process that can yield customer-focused, profit-generating benefits in the longer run. Thus, it is not a human resources initiative that can be implemented every year or so. In fact, it is a cultural change—strategically embedded motivators that influence the employee’s performance, patient-focus, safety measures, accomplishments, and continuous improvement throughout the year.

One of the main determinants of employee engagement is a stress-free work environment that helps the employee work hard, in an efficient and timely fashion. Such an environment filters unnecessary delays and miscommunications. It fosters cordial coworker relations, teamwork, employee development, and quality patient care. Resultantly, a healthcare facility needs to invest in tools, resources, and trainings that would generate such a conducive environment.

Support staff like receptionists and other administrative support workers, accounts service providers, customer service staff, and technical support staff knit the work pattern and culture in a healthcare organization. Their duties are as vital as those of the medical staff. Their support and coordination for carrying out medical processes and delivering positive patient and family experiences is invaluable.

Patients and families are not very satisfied or cooperative when:

  • they are not immediately connected to the right medical staff,
  • when their inquiries are not answered satisfactorily, or
  • they face problems in clearing payments.

Online and telephone inquiries, data entry and coordination, insurance claims, appointment scheduling, follow ups and feedback, are some of the repetitive, routine tasks that take up a major chunk of your support services employees’ energy and time. These tasks seem very basic but are most crucial in improving patient satisfaction. During busy hours it becomes difficult for administrative support teams to catch up and coordinate with medical staff and patients simultaneously. Similarly, insurance claims, ERM and feedback calls exact a considerable toll on hospital resources and manpower.  With multiple insurance plans, multilingual and multiethnic patient groups, it is not easy to multitask and deliver care process timely. Running on tight budgets with several safety and coordination concerns, support services at a healthcare provider need to be most organized, relaxed, and efficient.

You must free up the time and resources for your healthcare administrative support workforce so that they don’t feel trapped or overwhelmed. It is more important to let them focus on core care activities and their specializations. A support services employee who is not overburdened or burned-out will feel more engaged and will endeavor to give personalized advice, directions, and full attention to each case.

What are you waiting for? Make the changes to your set up today so that you are not left behind as the healthcare industry evolves. Overwhelmed? Contact an expert healthcare call center support provider to get a customized solution for your business.

Tips for Ensuring Your Virtual Assistants Do Not Slack Off

By | Administrative Support, Backend Support Services, Marketing Virtual Assistant, Medical Virtual Assistant, Multilingual Support, Real Estate Virtual Assistant, Receptionist Service, Technical Support, Virtual Assistant, Virtual Assistant Support | No Comments

Originally posted as an answer on Quora for If you have multiple virtual assistants across multiple businesses, how can you be sure that they are not slacking off?

Answer by Shakira, Operations Manager – Project and Growth, IdeasUnlimited

shakira@osbprovider.com

Hiring a virtual assistant to provide administrative support, marketing support, technical support, or any other kind of support services required by your business requires a strong trust-based relationship, more so than hiring an in-house worker. Hiring multiple virtual assistants across multiple businesses compounds the need for a mechanism for building and maintaining this trust in the remote workforce.

The strategies and tools for ensuring they are not slacking off depend on the type of virtual assistant you have hired:

  1. Dedicated

Is the virtual assistant supposed to set aside designated hours for your project or business? Go for this type of virtual assistant if you need assistance with a high volume of meticulous work in certain hours of the day or if a project is time sensitive.

  1. Flexible

Do you want the virtual assistant to complete the set tasks by a certain deadline but work any hours that suit him/her? Most design and web development projects lend towards this type of virtual assistant as do multilingual transcription services and translation of audio files. For such a virtual assistant, your criterion for judging performance and, hence, whether he/she is slacking off will be the quality of work delivered.

  1. Shared

Does the virtual assistant work for you in set hours shared with other projects? Shared hours would be perfect for you if you need virtual PA services or other support services to cover certain hours.

Tips for ensuring your virtual assistants do not slack off

  • Communicate Objectives, Expectations, and Deadlines Clearly: A good virtual assistant needs clear communication of goals, responsibilities, and timelines to deliver results. Once you communicate all three at the beginning of the project, both of you will know how the work is supposed to be carried out. This ensures the virtual assistants do not slack off since they are aware of what results they need to deliver by a particular date.
  • Use a Time Tracker and Productivity Management Software:This creates a transparent process wherein you can see activity levels, app and URL usage, attendance, etc. It will also motivate the virtual assistant to give their 100% to the task since screenshots and the reports generated ensure productivity levels stay high.
  • Set Up a Project Management Mechanism:Take some time out of your schedule or hire a project manager to keep an eye on the project’s progress. This will keep you in the loop, ensure that objectives are being met, and proactively identify any problem areas that can be corrected before they derail the project. This will be the most important tool for managing flexible virtual assistants.
  • Hire Proficient Virtual Assistants from a Professional Support Services ProviderSince you would be hiring from a firm that professionally recruits and places virtual assistants, you’ll be assured of a wider range of highly qualified and reliable candidates who can assist you in a wide range of tasks and businesses. In addition, to build client loyalty, the firm will handle project management as well as the administrative aspect such as payroll processing, and will also monitor the remote team for you. You can simply focus on growing your business by assigning tasks to them. The firm will even take care of initial and ongoing training of the virtual assistants for you. This also reduces the risk of hiring a stranger to assist you in your business since the support services provider will be responsible for finding and retaining virtual assistants, freeing you from that hassle.
  • Give Incentives to Improve Productivity:Like any other workers, virtual assistants will also perform better when offered the correct incentives. Setting up a reward or bonus scheme for performance par excellence will encourage the virtual assistants to complete their tasks on time and to the best of their abilities. This will be most apt for a dedicated virtual assistant since you need to keep their motivation levels high for regular stretches of time and they provide the greatest range of support services.

Use these simple tips to ensure your virtual assistants do not slack off and you get quality work on time. Please comment down below if you have any questions or suggestions.

The Benefits of a Call Center for Small Business

By | Administrative Support, Backend Support Services, Business Improvement, Call Center for Small Business, Call Center Support, Ecommerce Support Services, Multilingual Support, Virtual Assistant Support | No Comments

“Why should I pay for call center services? How does this benefit me? I struggle as it is!” I’m sure these are all things you are mentioning in a cold sweat. But don’t be alarmed! I have some great news for you: a call center for small business can cut costs for you long term and ease your workload significantly. Do I have your attention now? Call center support experts all agree that “a call center opens up communication within departments by outlining what needs to be collected on their end, establishing a hand-off process, and ensures accountability”. It lets you do what you need to do—lead—while putting control in the very hands you have hired. Call centers can result in optimization in many different aspects.

Time and Cost Savings

One of the first resources you will find yourself gaining is time. For a lot of small business owners, it can be difficult to just jump right into work and prepare for the day, because there is always a cluster of after shift messages left on the phone and emails to get to. Hiring an expert support services provider will allow you not only to provide after-hours support to your clients and vendors but also offer 24/7/365 service at a fraction of the price of in-house employees.

24 hour call centers are also deal with all the ancillary tasks for your business:

Administrative Support
Sales Support
Marketing Support
Multilingual Support
Order Processing
Ecommerce Support
Technical Support
Community Moderation
Data Entry
Content Moderation

It can be extremely difficult to focus on basic work tasks while juggling customer and vendor requests. Especially on the days when everyone is on autopilot. Those are the days when documents and important information fall to the wayside. Hire a call center for small business to take care of the innumerable small tasks that take up most of your time but do not entail your core business operations. The daily din can be minimized so you can focus on getting it done, and getting it done right. So take that time away from the phones and start working with the best remote workforce that you can get!

Excellent Customer Service

Call center agents can also help your team as a whole get out closer to on time, or even early, by handling overflow calls and extra customers in the system. Those extra ‘hands’ so to speak get every customer through efficiently. This allows you to dedicate more time towards excellent customer service and away from tackling complaints. No one likes being put on hold. Such agents can help customers move onto the next life task without long hold times, and you can move towards solving your next office problem.

Inbound and outbound call center services can save your finite small business resources by maintaining good customer service. In case of most businesses, customers wait in long queues to talk to an impatient and overworked employee. This is not the case with a call center, since call centers maintain a consistent level of service that is easily scalable and flexible, with workers trained to flourish under pressure. So say goodbye to those bad Yelp reviews due to frequent dropped calls and work with a specialized call center for small business!

Hedging Your Bets

Nobody wants to have their business face an emergency, but preparedness can increase chance of continuity and time to go back to serve the public. A natural storm could take out your local business, but a multilingual call center service could still take orders and get products out or reschedule appointments.

Lower Fixed Costs

These call center operators don’t necessarily need to be full time, they can be part time holiday contractors as well. So in this respect, the fixed labor cost of your business becomes a variable cost—hire workers only when you need them and scale back when you don’t. Even in case of such short-term work, you can minimize the tangible cost of training, as skilled resources and training can be easily provided by the center itself. You will be free of the hassle of not only recruiting and training new workers but also monitoring and managing them.

Highly Skilled Resource Base

Using a call center for small business will give you access to a talented pool of multi-skilled individuals who can seamlessly switch between a range of different tasks and handle omnichannel support. Call center agents can switch between inbound and outbound calls so you do not need two separate teams for each—saving time and money. That kind of money can be put towards increasing current staffing wages or invested in the marketing of your business to continue its growth.

Conclusion

Talk to IdeasUnlimited today for a customized solution to your business requirements. Even small changes can catapult your small business into the global business arena.

How IU’s US Remote Workers Are Making a Difference in the Workplace

By | Administrative Support, Business Improvement, Call Center Support, IdeasUnlimited US Remote Workers, Remote Support Services, Virtual Assistant Support | 14 Comments
Hannah - IdeasUnlimited US Worker

Helpful. Valuable. Friendly. By the time you finish this article, when you see these adjectives, you will think of IU’s very own Hannah Sartin. She is a fantastic representation of the premier quality found in our US remote team. As the Account Manager/Head Admin (Finance), Hannah ‘adds up’ to what makes IdeasUnlimited such a wonderful place to work for and she really is what defines IU’s differences from the competition.

I was grateful to be able to interview Hannah, and get a refreshing take on just what makes IU’s US remote team such a transformative force: both for our clients and in our workers’ lives.

Just from our initial interaction, it was easy to see why there was a rush to hire her. In her words: “I found IU through Indeed.com and was almost immediately contacted for an interview!” Her friendly demeanor drew me in. I could tell that she was someone you would want on your team. I asked her what she believed truly makes her stand out, what she thinks makes her a continual asset in both the company, and as an example for why clients should reach for our US workers. She says: “I am very dependable and thorough. I make sure my work is top-quality.” Her resume must have delivered on her promise since every management and employee testimonial agreed with that assessment.

I asked Hannah to take the readers through her day. No two days are the exact same, but there is a thread of consistency with what her job description details, and how that manifests:

“Every day is a bit different for me, and several projects pass through my hands. On a typical day, I will check my emails first and create a checklist of tasks that need to be completed either throughout the day or during the week. I follow the list as closely as possible, but of course, several other tasks and mini projects will arise throughout the day. I will get as many tasks done as possible before logging out for the day. On occasion a task/project may be ongoing for several weeks or even months.”

Hannah is able meet our goals of providing business support services globally by keeping the machine oiled, so to speak. Her awareness of finance and project funding serves as a gatekeeper for how much progress can be forged ahead. Projects can be on the micro or macro level, but they all shape a client/company’s vision for the near future. Her strategic action for tackling her day as efficiently as possible is a prominent quality that I’ve seen through multiple IU workers, as it is an organizational priority and theme we hold in great esteem. Being a self-starter and an ability to gauge value are clearly a personal purpose for her, as she “focuses all her energy throughout the day on the tasks placed before me and prioritize urgent requests. I go out of my way daily by pushing personal events to the side to focus on only working. Many times, I work into the evening on pressing projects”. Hannah Sartin get things done: fast and right the first time!

Her quality contributions have certainly not gone unnoticed by our clients. At IU, we all work hard as a team to help each other get the most out of our respective positions and to minimize obstacles that could create stress. One of the ways we do this (that I love) is by practicing great communication. Our US financial maven agrees by sharing that: “I love that, no matter what, I am always able to get in contact with Nick or the company admin. Communication is important in any job and with IU communication is very easy and open!”

It can be very easy for remote programs to let communication fall to the wayside, and to have their workers become lonely islands unto themselves. But at IdeasUnlimited, our clients have a continual point of contact to get their needs met—our project management department. Our remote workforce optimization strategy entails three-tier management so not only will you be covered in terms of project management and administration, we take care of monitoring too.

We also want to highlight and commend our remote workers for their exceptional jobs. So again, thank you Hannah for your wonderful work as part of our team!

And to potential clients: what are you waiting for? Go ahead and hire your Hannah today!