IT Voice

Author: seth

  • Unified Communications can save money and improve customer satisfaction



    Unified Communications can save money and improve customer satisfaction

    We discussed in our last blog how unified communications can hoster greater collaboration and workplace functionality, but today we’ll look its value to the “back of the house” and external customers. Unified communications offers opportunities for operational improvements and cost savings, as well as opening up new pathways to create greater customer satisfaction.

    1. Move many IT expenses out of the expense budget – Unified communications can migrate many of your channels to the cloud, eliminating a lot of IT hardware expenses, and moving them into a more predictable, monthly expense.
    2. Cuts down on internal IT support – Because much of Unified communications relies of the cloud and the SaaS (Software- as- a -service) model to integrate communications, you have less hardware and software on the ground that all require support, upgrades, backups, and maintenance.
    3. Create a more centralized point of responsibility – When you have multiple communication channels all operating independently, you rely on many individual vendors, none of whom may work effectively together. With a unified communications model you move toward a single point of responsibility for your operational integrity.
    In summary, understand that unified communications is an outgrowth of the explosion of workplace communications channels. With multiple communication channels, our ability to communicate becomes fractured and increasingly awkward. But it isn’t just for the users of the many communication channels that suffer. Non-integrated communication channels create an unwieldy IT infrastructure. It may also cause some duplication of support costs, as well as fractured oversight and responsibility. It also creates situations that can foster customer frustration and discontent. If you’d like to begin exploring how unified communications could benefit your organization, contact a managed service provider with expertise in this area.

  • Things to consider before switching to the Cloud

    Things to consider before switching to the Cloud

    More and more businesses are switching to the Cloud to store their data and rightly so. The Cloud offers numerous benefits over the traditional, physical on site server. For example,

    • Anytime, anywhere access to your data: Information in the Cloud can be accessed from anywhere using an internet connection, unlike in the case of traditional servers, where you need a physical connection to the servers
    • Significant cost savings: You cut hardware costs, because the Cloud follows a ‘pay-as-you-use’ approach to data storage
    • SaaS compatibility and support: The Cloud allows the use of Software-as-a-Service since the software can be hosted in the Cloud
    • Scalability: The Cloud lets you scale up and down as your business needs change
    • 24/7 monitoring, support, and greater access reliability: When your data is in the Cloud, the Cloud service provider is responsible for keeping it safe and ensuring it is securely accessible at all times. They monitor the Cloud’s performance and in the event of any performance issues, they provide immediate tech support to resolve the problem

    Your big Cloud move: What to consider

    If you are considering moving to the Cloud, you will find it helpful to sign-up with an MSP who is well-versed with the Cloud. They can advise you on the benefits and risks of the Cloud and also offer the Cloud solution that’s right for you. In any case, before you migrate to the Cloud, make sure you are dealing with a reputed Cloud service provider who has strong data security measures in place. You can even explicitly ask them what security mechanisms they have invested in to manage data access and security.

    Yes, moving to the Cloud has it benefits, but it also has its challenges including security risks. Learn more in our next blog, “Is the Cloud really risk-free?”

  • WHAT TYPE OF CLUES SHOULD YOU LOOK FOR WHEN YOUR PHONE SYSTEM FAILS?


     The mystery of your system failure can be resolved with knowing what clues to look for along the way. A single clue may not give you enough evidence to solve your problem. It’s important to know what has happened and to see if there are any patterns to your system’s behavior. If you call a technician and state that your system is down, they are going to ask you some pretty basic questions:

    • Are you getting alerts on your phone?
    • Does your display screen look normal?
    • Can you repeat the problem?
    Being able to answer these questions will help the service technician better diagnose what is going on with your system. Knowing that these questions are examples of a conversation with a technician will help you understand what to look for. Remember, there are incremental activities to be aware of before your phone system finally stops working.


    Our guide, Why phones fail: a guide to getting help faster, instructs you on the significance in documenting your system failures. Download your free copy!

  • FILLING IN THE GAPS IN YOUR COMMUNICATION TECHNOLOGY


    If you’re looking for a way to up your game and change the way you communicate with your customers, you may be thinking that you just need to fill the gaps in your communication technology without scrapping the whole system. The good news is that there are plenty of ways to update parts of your system while keeping some elements the same. The real question is: if you had to build your ideal communication system for the first time today, which technologies would you be most excited about putting to work?

    CHAT/EMAIL

    Today’s communications systems are relying heavily on the Internet to deliver online customer service. Chat and email-based support allow customers more flexibility in resolving their problems and give you the opportunity to speed up your response times for better results. These online customer service tools also take stress off of your phone systems and operators by prioritizing customer contacts more effectively.

    SCREEN SHARING

    Whether you are working between departments or between multiple office locations, the ability to share customer information across multiple screens can provide a huge boost in your team’s ability to resolve issues more accurately. Screen sharing is yet another online customer service tool that encourages better collaboration and communication throughout your organization.

    DIRECT PHONE NUMBERS

    In the past, each additional phone line in your company was a costly investment in and of itself. Today, however, you can have as many phone numbers as you want that can dynamically share the same phone lines. The cost is no more than drops in a bucket when it comes to your total communication system. Direct phone numbers to each team member can reduce the amount of time that customers spend on hold or dealing with a dispatcher or automated system. In addition, it allows customers to contact the same agent regarding their account, so they don’t have to cover old ground over and over when resolving a problem. Thus it also increases productivity for team members who are already informed and working steadily toward a resolution.

    All of these features are becoming commonplace in the business world. For those who believe they do not currently have any gaps in their communications system, it may be helpful to take a look around and consult with an expert about what other companies in the industry have to offer. You may not realize that they are already offering online customer service, and even though your customers have not voiced a desire for it, they could become interested if they hear about the competitor’s upgraded service system. The best way to avoid missing that boat is to assess your system from the ground up by imagining the ideal system for your company using today’s standards and seeing how a communications specialist could bring that vision to life for you.

  • Business Trade Shows Part III: After the Event



    So, you made it back home from the show. You’re exhausted and work has backed up in your absence. Here is where the entire investment in the show can go down the drain. Follow-up is critical. Every one of those prospects need to have follow-up. Lots of it. One contact isn’t going to be enough.

    First, send out a short email drip that includes a ‘thanks for visiting us at the trade show.’ The second should be a ‘call to action’ email. Send an invitation to meet via phone or in person, and add something for them to download. The download can be a whitepaper, or even just your brochure, but it is always good to attach something.

    Now comes the really hard work. Contacting prospects. No one is going to just mail you revenues. You need to actively market to your trade show visitors. If some seem uninterested, put their names in a tickler file to try back in 6 months. Just be sure not to just let them drop; the situation may change in the future.

    In summary, look at a trade show as a marketing event that goes beyond the time spent at a booth in some convention center. It is just a stage in a lengthy and important marketing campaign. Make sure you prepare for the show and do active follow-up afterward. Otherwise a trade show is just an expensive few days meeting lots of people you will never see again.

  • Business Trade Shows Part I: Before the Event



    Going to a tradeshow for the first time? Don’t make the mistake of viewing this as a 1-2 day discreet marketing event. Instead, view your exhibit at a tradeshow as the central feature of a much longer and holistic marketing plan that builds to the event, and then culminates in the successful post­show follow up that signs on new customers. In the next few posts, we are going to break down the tradeshow marketing plan into three bite size pieces. Today, the pre-show build up.

    The goal of your pre­show marketing is to attract visitors to your booth at the show. You want them to know about all about you before they take that first walk around the exhibit hall.

    1. Take advantage of all the marketing opportunities that the show planner offers. This may include access to an attendees list. If so, use this to send out a few introductory emails prior to the show including your booth number. Send one the day of the show reminding the reader where you are.
    2. Sponsorships are also an opportunity, if your budget allows it. This can be a small ad in the program or sponsoring an event or get-together during the conference. This is a bigger step and may be beyond the budget of a SMB.
    3. Social Media: Use social media to introduce yourself before the show. This means an active presence on Facebook, Twitter, and Linkedin. Send a brief announcement of who you are and that you will be exhibiting at the show, and then a reminder the day of the show or the day before.
    4. Website and blog: Post an invitation to the show on your website and your blog. This should go up about one week prior the to event.
    These are just three simple steps you can take to build momentum before the actual exhibition. Next, we’ll talk about marketing during the show.

  • DOES EMAIL WORK FOR CUSTOMER SUPPORT?


    Many companies are unsure of whether or not to include email support as part of their online customer service experience. Some companies feel that email takes too long to respond to or that trying to manage email from customers without dropping a ball is just too much. However, customers say that they actively look for an email option when it comes to contacting companies for the convenience.

    WHY EMAIL WORKS

    Online customer service comes in two varieties: the kind where the customer can get an instant answer, such as chat or FAQs, and the kind where customers can send a message and go about their day until they receive a response. For non-essential services, many customers are happy to send an email asking a question about a product or service and wait up to 48 hours for a response. Usually, this is because they do not need an immediate resolution, and their time is too valuable to spend sitting on hold for an answer right this second. As many as 60% of consumers say that they want a company to have an email option available on their page, and while many companies do already have an email account available, not all of them are used successfully for customer support.

    MEASURING SUCCESS RATES

    Of customers who have used email as a means of getting online customer service, slightly more than 60% are satisfied with the results. That is almost 15 points higher than the number of people who are satisfied with phone support. The most important thing to remember about email-based support is that your team members need to be actively engaged in responding to emails on a timely basis and with a high level of expertise. The best way to measure your success rates is by implementing CRM software that also tracks your online customer service stats. It is also helpful to think of email support as a good way for your customer service team to multitask. They can easily answer emails in the down time between support calls and chat conversations. This makes your whole team more productive and reduces the amount of time your agents actually spend on the phone, saving you money.

    If you are looking for ways to keep Millennials happy and provide them with a low-stress way of receiving the support they need, email is the way to go. It removes the tension of making a phone call while providing a template where customers can explain their problems or questions in depth, as opposed to chat or text. It is also a good way for customers to put the ball in your court for an answer without disrupting their day for more than a few minutes. With the right metrics, it is possible to make your email support as effective, if not more effective, than your phone-based support.

  • BUSINESS TELECOMMUNICATION: CRITICAL CONSIDERATIONS FOR ALABAMA SMALL BUSINESSES


    When it comes to choosing new small business telecommunication systems, many owners are overwhelmed by the amount of product and services in the industry today. The idea of a simple one-size-fits-all system is no longer the answer. Instead, systems have grown more complicated and require a little bit more planning before you buy. Here are some of the most important questions you should be asking before you sign a contract.

    • What Does Down Time Cost You? – Too often business owners see the price tag of a new business telecommunication system and lament that it costs more than their previous system did. They seem to forget that the old system let them down, and often disrupted business altogether. When you’re assessing a new system, make sure you take into account the cost of lost business due to outages to put things into perspective.
    • What is the Cost of Buying the Wrong Thing? – Small business owners are often faced with a limited budget. The tendency is to buy the cheapest, simplest phone system they can find and hope it works. Unfortunately, if it doesn’t work you may be locked into a contract. In addition, once you’ve realized your mistake it could take 30-45 days to transfer your service to another new provider. In the mean time, you are left with a dysfunctional system and unhappy customers. Sometimes the problem is not that the equipment is wrong, but that you receive no support from the company on the other end. When you buy the cheapest systems, you are often left without any guidance or customer service support from the manufacturer, so your internal IT team is responsible for all implementation and troubleshooting. Unfortunately, you don’t usually find out how little support you have until you’re already in trouble.
    • Which Function is Most Important? – Business telecommunication systems cover more than just your phones. Your internet, fax, mobile devices and more are all a part of your total communications strategy. If you do have a limited budget, make sure you put emphasis on the functions that are most important to your daily operations. Spend more on the things that matter most, and save money on the things that are merely convenient. Make sure your communications provider understands which function is most important so they can build your system accordingly.
    • What is the Real Cost of a Consultant? – One major fallacy of the business telecommunication industry is that a consultant will cost you a fortune, or that your small business doesn’t need a consultant. In reality, consultants are often paid representatives that offer a wide variety of products, and they have the ability to build a custom system from the ground up to meet your needs. They are paid by the companies they represent, not by you. Having a consultant on board for the project means that they can point you in the direction of the right equipment the first time, eliminating waste and heartbreak caused by buying the wrong thing on your own. Even if you pay a little bit more up front for the consultant, you are likely to get a more reliable system that repays itself long term.
    Budget is the single most important factor for small businesses shopping for new business telecommunication systems. The good news is that there are consultants out there who can build you a custom communications system while being sensitive the precise needs and functions of your organization. Before you shy away from the idea of hiring a consultant, call a professional company and ask how their consultants can save you money.

  • SMBs: It is Hackers v. You – Don’t Let Them Score


    SMBs: It is Hackers v. You – Don’t Let Them Score

    Selling stolen IDs and other personal data is a lucrative trade for hackers. They are always looking for sources where vital information is stored. As a small to midsize business you store your client’s personal information, collected from different sources, on your computers and servers. Your Point-of-sale (PoS) terminal and some website transactions can be completed by use of electronic banking, credit cards or debit cards only. Your customers have to key-in their pins or passwords to make payments. That information has to be saved. Also, depending on the kind of services or products you provide, you may be collecting Social Security numbers, addresses, driver’s license numbers and DOBs of your clients. Information that personal is as important as it can get. Any source of that information is like a gold mine for a hacker. All this means only one thing for you: A data security nightmare.

    Here are the channels hackers can use to break into your IT infrastructure
    • Your website: Hackers have become very sophisticated in cyberattacks on websites. They can access specific information by targeting websites that have the information they are looking for. For example, if they want only financial information about their victims, they can use tools that will fish for the websites that carry that kind of information. Implementation of web-based applications has made it easier for cybercriminals to connect to your website database. They are able to find the loopholes and hack into systems. They can then access your customer’s personal information, allowing them to steal from your clients by committing credit card and bank fraud. Or they can just sell your client’s info on the Internet.
    • Your computers and servers: Your computers and servers are treasure-troves of information. By sending malware into your systems they can steal your admin passwords, and then login to your servers and other network devices. These hardware devices are the ultimate prize for cyber thieves because these devices not only hold important information about your clients, they also have all the information about your business and possibly about your vendors and associates. There is nothing about your business that these hackers don’t know. Imagine how devastating this attack can be.
    • Mobile devices used by your employees: If you are one of those entities that allow their employees to use their mobile devices to conduct business, you have another security dimension to worry about. You don’t know how secure their mobile phones, iPads, laptops or tablets are. You don’t know how hard or easy their passwords are to crack. Breach of security into those devices will lead hackers right into your networks where they can steal data at will.
    • Unsecure Wi-Fi network: Most businesses keep their Wi-Fi networks well protected, but unsecured Wi-Fi is an open invitation to cyber criminals. If your Wi-Fi network is not secure, hackers are one step closer to breaking into your systems without even trying.
    • Your PoS systems: PoS systems are the prime targets for hackers who want to commit financial fraud. Cyber thieves know that PoS systems that come with preloaded software can be hacked using an unsecured Wi-Fi network. This fraud has a direct impact on an individual’s finances because a hacker can make unauthorized credit card charges quickly and move on before anyone realizes what happened. Ruined credit can take years to mend.
    • Your emails: Email is another venue that hackers use to infect computers with malicious software. They send viruses that replicate themselves in the host computers, performing various tasks such as denial of service to the users of your systems, spamming your contacts and accessing data without authorization.
    Summary: After reading this article you probably feel like you are in cyber warfare with hackers and your IT infrastructure is the battlefield. You are absolutely right. Hackers are relentless and they are devising new methods all the time to steal from businesses. But this is one fight you can’t let them win. Protecting client data is not just a moral obligation. You are legally bound by the privacy laws to protect this information by all means. Breach in data security can ruin your reputation, and the financial liability to meet legal obligations may become too much to sustain.

    So how do you fight this war in which you have to make certain that there is only one winner? Outsource your IT managed services to professionals who will monitor your networks 24/7 from a remote location. Your in-house IT management team may be able to fix problems, but it is important that proactive solutions are in place in case there is data loss as a result of a breach. Managed services can create solid data backup & recovery plans that will have your systems up and running quickly, so you can reduce downtime and protect your revenue.

  • Three Steps To Fix IT Management for SMBs

     
     
    Three Steps To Fix IT Management for SMBs
     
    Small-to-medium-sized businesses (SMBs) tend to have a more difficult time managing IT than larger enterprises. Despite being as technology dependent as larger enterprises, SMBs have tighter budgets and fewer resources to devote to IT management. This leads to a more reactive “break-fix” approach to their technology that never does any smaller company or organization any good.
     
    Here’s what break fix most often leads to. If the burden rests on the shoulders of hourly or salaried in-house IT support, and they’re too busy putting out fires all day, then their skills and talents are essentially wasted.
     
    If there is no in-house tech support, and many smaller companies and organizations don’t have even one onsite “IT guy”, SMBs are commonly taken for a ride by some of the more unscrupulous on-call IT consultants.
     
    Although “If it ain’t broke, don’t fix it” is a popular saying, it should never be applied to the management of business technology. The cost of downtime can crush any barely surviving small business. The combined impact of lost revenue, lost productivity, and lost brand reputation is a severe hit that many SMBs aren’t built to withstand.
     
    It pays to be proactive, not a reactive about technology. This requires a cultural shift from how IT has commonly been handled in the past. Say goodbye to manual, yet necessary, processes and hello to a better way for businesses to meet their technology needs – a smarter and more cost-efficient way.
     
    Three Steps To Better Manage Your Business Technology
     
    Be Proactive –  More often than not, it’s the things that aren’t caught early on that turn into costly business disruptions. For instance, many of the hardware, software, and application failures that cause downtime occurrences are preventable; they’re just not detected and addressed early enough.
     
    SMBs today have the advantage of using a Remote Monitoring and Management (RMM) tool to help their existing in-house support staff get a grip on their workload.
     
    A RMM tool, combined with an outsourced 24/7 Network Operations Center (NOC), monitors your technology all day and all through the night via one comprehensive interface that is even accessible with a mobile device. This kind of around the clock monitoring transforms technology management. Problems can be nipped in the bud with an alert and prompt ticket resolution before they turn into major issues that disrupt day-to-day operations.
     
    Automate/Schedule Mundane Tasks –  Free the in-house support staff from everyday manual maintenance and monitoring by automating a broad range of IT security and monitoring tasks.
     
    Get More From Your In-House Team –  If you have any in-house IT support, you’ve likely hired some incredibly skilled and talented people who would be more worthy contributors to your company or organization if they weren’t always so tied up fixing things and performing monotonous tasks. With RMM and NOC solutions, SMBs can put these individuals to work on projects that matter. They are freed-up to work on concepts, strategies, and application development that better serve your customers, employees, and suppliers, truly giving business a competitive advantage.
     
    Contact us at Slappey Communications