Category

Technical Support

Disruption and Reinvention in the Telecommunications Industry

By | Call Center for Small Business, Call Center Support, Technical Support, Uncategorized | No Comments

Here is an important question for you: Why do firms run businesses?
The most common answer is: To generate profits and achieve a sustainable position in the market.

The telecommunication industry has been trying to replicate this capital-intensive industry synergy, but without moving beyond the orthodox consumer models. Therefore, with partial redundancy of voice and texting plans, telecom companies have been trying hard to balance their ROI and declining cashflows. Currently, Western European and North American Telecom is also selling broadband, TV, media services, and data services to manage profitability and capital returns. It is, however, more important to note that the landscape has been greatly transformed because Facebook, Google, Netflix, and other data-driven companies have taken it very far from the typical telecom market by creating new forms of communication, technical support, and viewer choices.

Now let me ask you my question again: Why do firms run businesses?

 This time a Million Dollar Answer should be: To maintain their competitive edge, evolve with time, and create positive customer experiences for profitability and sustainability.

Digital innovation can help telecommunication companies streamline operational processes, satisfy customers, reduce costs, and increase sales.

As the telecommunication companies have waited too long to understand and respond to this digital disruption, digital companies like Facebook and Netflix have jumped in and established themselves as the fiercest competitors to the telecommunication industry. These data-driven giants have grabbed a major share of the customer satisfaction pie—the main ingredient of success in today’s world. And to catch up, the telecommunication industry has to free up resources and employ trained, tech-savvy teams to support their customer care center and technical support units.

Customer focus is the main target. Telecommunications companies differentiate themselves and achieve success through customer-centric models. This requires drastic changes in operational, technological, and organizational processes.

E-Care

It is time for the telecommunication industry to step up their technical support to win big on customer experience and satisfaction. Providing technical support through digital channels is reported to increase customer satisfaction significantly.

Deloitte reviews how technical support and service teams can create differentiation and give businesses a competitive edge to retain and acquire customers. Giffgaff, a UK virtual network operator, has set a precedent in E-care or digital technical support. With just 33 employees, Giffgaff has a record of clearing customer queries/issues within three minutes. It has succeeded in building a community of users who help each other digitally and even developed Nokia and iOS applications through discussions and mutual help.

This demonstrates an excellent example of E-care, which also results in high levels of customer engagement and satisfaction. Digitization makes support services leaner, quicker, and effective. This reduces costs and capital commitment for the company.

The telecommunication industry hardly fares well when customer service metrics are compared. It has failed to fully appreciate the potential of developing digital technical support for tier one and two. As the market moves faster towards more sophisticated technologies and cloud-based systems and products and services, it is necessary to avoid communication delays and ineffective solutions.

Generation Y and Generation Z are tech savvy, have lesser time, and prefer online communication. Therefore, systems like E-care can accommodate and elevate their overall customer experience with a telecom operator.

Reports by McKinsey have shown that E-care also reduces customer care center costs by 25-30% while online technical support improves customer experience by 76%.  Another mobile operator reduced the number of support service calls by 90% by introducing sophisticated systems for E-care. This shows the significance of building and facilitating digital-only journeys for modern telecom users. A three-tiered system of technical support with advanced systems can easily navigate and anticipate problems and issue resources to the customers as required.

Omnichannel Experience

When digital services become extensive, they necessitate the introduction of a cohesive online/offline operations model for your business to deliver a consistent experience across all channels of communication and customer contact points. Your customer care center should be able to keep up with the evolving demands and preferences of your customers. Each touchpoint, whether operated digitally or through a customer representative, needs to deliver an expected level of service.

More than 60% of customers digitally interact with brands and request their services  through different mediums. They expect consistent and quality customer service across all time zones, mediums, and devices. Unified cross-channel services will bring loyalty and repeated sales for the company.

A well-managed omnichannel customer experience means a well-integrated and seamless experience for the consumers through which they can resolve service issues and communicate with the company. Different customers can have different communication preferences and the omnichannel support model enables them to choose different channels alternatively, simultaneously, and in combination, to build their own digital journeys.

Developing the omnichannel experience for your customers will also result in a wealth of customer data, which can further help to elevate customer service at multiple touch points by better personalization and service access. Big data and predictive analyses give a unified view of customers that is required for the omnichannel experience.

IdeasUnlimited has been assisting a number of companies in the telecommunication industry meet these contemporary challenges. If you are interested in knowing more about our services for telephone companies, internet service providers, wireless telecommunication carriers, network service providers, and media service providers, click here -> Read More

Great Resources Served! How IU Services Can Be Used by Restaurants

By | Administrative Support, Backend Support Services, Call Center Support, Customer Service, Ecommerce Support, Multilingual Support, Receptionist Service, Remote Support Services, Technical Support, Virtual Assistant Support | No Comments

Eggs? Over easy. Bread? Rye and toasted. Ready? Order up! We allow customers to curate their dining experience, so why shouldn’t you, the restaurant employer? If you want to look for candidates outside of your little pond, expand your outreach, or have someone deal with the paperwork while you are in the chaos of a busy restaurant, IdeasUnlimited is here to help you.

So how can IU assist you?

We specialize in empowering the “little guys”. IdeasUnlimited does this through ecommerce support, administrative support, and providing call center support for small business. Now, you might be asking yourself, “Aren’t those jobs done far away? How will they help plate the food?” While you are correct that they can’t put the food together, a remote team can have a tremendous beneficial effect on the day to day operations of the restaurant. Culinary work aside, most businesses function under the same skeleton: they all handle admin, manage payroll, handle customer complaints, train their employees, all the while promoting their businesses.

This is where we come in.

Brand Management

Get ready to have the branding and sales assistance you need to take those profit margins to the next level and to stay competitive. It’s not just enough to serve good food: you have to draw the customers in so they can try it in the first place. This means getting the word out and building a reputable local and online presence. Our team can create and post memorable social media posts after doing the research necessary to determine the demographic you want to reach or the niche you are looking to fill. Whether your target base is modernist hipster or upper class fine French diners, IdeasUnlimited is filled with qualified individuals who can conduct the customer survey for your target base and manage your brand by seamlessly blending with your brand image.

Sales Support

We can handle your digital marketing whether you want more in-house diners or a flourishing takeaway and delivery business. We excel at

  • Web and graphic design
  • Organic brand growth
  • Mass email marketing
  • Paid search engine advertising
  • Paid social media advertising

Confused about how a remote team will help you make sales? Find out more here. Our agents are experienced in converting leads to sales, retaining current customers, and designing marketing strategies to expand your customer base. Give us a chance and witness the improvement in your conversion rate.

Customer Support

Your customers can make or break your business, so you need to focus on enhancing customer relationships. The first step is figuring out whether you need an inbound call center solution. Our agents will field all your incoming calls, take orders, make reservations, delicately handle irate customers—improving customer satisfaction and increasing customer lifetime value. Word of mouth is incredibly powerful in your industry, and our agents will ensure that each one of your customers becomes a brand evangelist.

Multilingual Support

One of the premier resources at IU is multilingual support, ensuring that you reach the customers you need, in a way that fosters a trusting patronage. We can do this by providing a receptionist service to field all incoming calls and make reservations. Or even by taking complaints and forwarding them, ensuring seamless customer service in the customers’ native languages. All of this would be done via call center support.

Business Management

Building up a fantastic team is an often-unappreciated asset within the career world. Minimizing as much drama as possible keeps that heat in the kitchen, where it belongs. Let IU take the stress off of your proverbial plate with our premiere services.

Our administrative support gives you the time to focus on the passions of the palate. We can take care of everything from handling schedules to managing all communication channels and taking care of documentation.

IdeasUnlimited’s call center support takes you from managing pantry ingredients, to posting jobs, and training servers to get ready for opening day. While you are plating, we are oiling the machine with flawless oversight of cash flow. IdeasUnlimited also cooks up some creative juices with our much lauded customer-satisfying ecommerce support!

These are some of the day to day business management services we offer:

Administrative Support
Ecommerce Support
Inventory Management
Listing Management
Technical Support
Vendor Management
Payroll Processing
Job Listing Management
Resource Screening and Interviewing
Bookkeeping and Tax Preparation

Contact us and we will show you what we can do for your business. The results will definitely not lead to returned orders: the chef you hire at IU will keep your tastes in mind.

The Changing Field of the Real Estate Industry

By | Backend Support Services, Technical Support | No Comments

Real Estate includes land, residential, commercial and industrial physical properties. It is an enormous revenue generating industry; however, it is reactive and responds to every macro and microeconomic change in the society. Resultantly, the field of real estate has gone through some tremendous changes as the business world has evolved all around.

Agility has become the key to success for real estate firms. As the buyer and seller expectations have changed, technology has become extensive and the market has seen a lot of new competition. Many new business models have emerged to correspond to these new challenges.

As a very basic formula, the new and refined business model requires the customer services to be the primary focus with staff using technology innovatively to bring maximum customer satisfaction. For real estate, the customer experience refers to all the interactions and processes regarding the property they show interest in (and ideally end up buying through you).

As the real estate firms are now focused more on complementary services than commissions for revenue, customer experience is the uncontested focus for the agents. It is the management of the real estate journey of a buyer which is carried out through websites, social media platforms, and one-on-ones interactions.

Website, Social Media — a User-Friendly Interface.

For a customer-driven website to cater to contemporary clients, a real estate firm needs to focus on a few key areas.

Having a professional website is a must. Make sure your website offers an easy-on-eyes and easy-to-navigate layout for a visitor. To avoid frustrated and confused visitors, it is important to ensure the website has no broken links, disorganized menu, and misleading titles. A simple, neat, and clean layout is required that flows intuitively throughout the website. Most visitors use their cell phones or tablets to search properties online. Your website must also be mobile-friendly. It should not be distorted or dysfunctional when opened on a mobile device.

Your website is the primary source of information for the potential buyer. Some market information and information about the neighborhood can prove very engaging. Similarly, a blogs section where the agents can share their knowledge and expertise about property matters and interact with the buyers can be an attractive feature of the website and help conversion rates. The quality of advice and suggestions can proclaim the credibility and the reliability of your firm and expertise of your agents.

An advanced search option on your website keeps buyers on your website for a longer period and gives you a better chance of converting them to leads. It also encourages them to reach out to you for more information about the listing they see. Moreover, it also provides them a more specific, customized listing. On the other hand, it helps the agents in understanding and meeting their expectations.

Clear, large pictures attract everyone. A property buyer prefers clear, high resolution pictures of the property to get a sense of what the property actually looks like. Another feature could be a professional video tour to attract and engage a buyer further. Virtual tours are also gaining popularity for the same purpose. These add-ons show the professional approach of your firm. This can build a buyer’s trust as well as interest in your listings and may result in a lead.

Likewise, social media platforms also need to be taken care of. All pictures, videos and written content should be professionally transcripted and managed. The inbox and comments need to be regularly monitored and any queries posted need to be addressed professionally to achieve maximum conversion.

This requires a professional technical support and social media management team. Either train your agents or simply contract all your backend support and technical support services to IdeasUnlimited and focus on your passion of helping people find the right place to call home!

Technology, Work Culture, and Outlook

Technology knits the vendors, buyers, and agents together in a revised real estate business model. A firm’s agents need to use technology in such a way that it maximizes the customer experience for the buyer and conversion rates for the vendors.

Using the data analytics from internet sources, agents can do a lot of groundwork for a prospective client. As a buyer navigates through the firm’s website, they become an agent’s center of attention. The agent not only makes a viable list of property options but also guides the buyer in moving further with purchase and payment options.

On the other hand, the real estate firms keep the vendors satisfied by making sure a financially sound client makes an offer. The service levels to sellers and buyers both are enhanced in this model as the sellers now get a higher rate of conversion from viewers to purchasers.

However, technology is not the only key to success for agencies. Leadership and teamwork are also very much vital in the new business framework. There has been a gradual shift from street-smart, self-taught realtors to qualified, tech savvy agents who can work as a team and perform under a nurturing leadership. In a successful agency, the agents are collaborative and passionate about helping their clients find the right property, while the leadership is concerned and works on learning and skills improvement of the staff. Moreover, the leadership is also required to be well connected with the staff to disseminate core values, vision and a culture of learning and openness.

Therefore, it is time to think about better employee engagement and client management simultaneously. IdeasUnlimited can help you at every step. You can get trained and qualified virtual assistants for technical support and backend support of your team. We also got you covered with everything else you might need such as automated listings, omnichannel support, portfolio optimization, lead generation, marketing support, SEO tools with our real estate virtual assistants. You name it and IdeasUnlimited has got it for you!

Technical Support Services at IdeasUnlimited

Technical Support: How It Can Improve Your Business

By | Backend Support Services, Remote Support Services, Technical Support | No Comments

Most IT companies heavily rely on the satisfaction of customers and ensuring this requires that the employees are properly trained from time to time. This can become a cumbersome process and if not done right, can not only become frustrating for the company but also for its clients. Those businesses that lack the budget, expertise, and staff to provide fast technical support to customers can work with a support services provider to deliver these services efficiently and effectively.

There are many benefits of having a strong technical support infrastructure, allowing businesses top focus on their core competencies instead of these backend and operational support issues.

1. Boosts Growth and Productivity

Without a technical support team, the other employees often have to multitask and handle their own responsibilities as well as talk to customers. This wastes a lot of time and reduces productivity. Having people dedicated to this task can let the employees run other aspects of the operations and this allows the business to grow.

2. Improves Customer Experiences

If customers feel like they can depend on the technical support service to help solve their problem, then the company is headed in the right direction. Even helping out clients with their trivial problems can form a positive image in their mind. This helps the business appear professional and dependable. A good impression in the customer’s mind will help retain them and recommend your products or services to others as well.

3. Reduces Chances of Refunds

Refunds greatly affect the profits of a company. Businesses in the IT sector often have customers who are not tech-savvy and need help using the product. With a proactive technical support team, such customers can be guided through the procedure, increasing the chances of them becoming regular users of the product or service. If the technical support is up to the mark, a frustrated customer can be turned into a satisfied one.

4. Builds the Company's Reputation

A satisfied customer is more likely to leave a positive review of your business. With the advent of social media, the reputation of a company has become more important. It is now easy to leave a review or rating for a certain product or service online. These comments are read by many people and that is why favorable reviews will help reel in more customers. The lack of technical support will only result in negative reviews and a bad reputation.

5. Solves Technical Issues Within the Company

Technical support also applies to issues faced within the business. A well-trained technical support staff can help run the company and prevent major hang-ups inside the office. The support team is always on call to help when glitches or errors appear. There is no longer a need to call outside the company for help.

Technical support plays an important role in all businesses but it requires a lot of personnel, software, and hardware resources. A much more budget-friendly option is to work with a company providing such support services like IdeasUnlimited. Our professional team can provide software, hardware, and server support through a multitude of platforms.