Guest Post: 5 Tech Solutions That Will Help You Exceed Customer Expectations

In a time where the world is more connected through technology and social media, providing excellent customer service is crucial. The reputation of your business is built on its effectiveness, including the customer experience.

Exceeding customer expectations creates loyal customers and it differentiates you from the competition. In addition, word of mouth is now more powerful than ever, as customers can easily share both positive and negative opinions online.

Here are 5 powerful tech solutions that will help you exceed customer expectations and provide exceptional customer service:

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  1. Vision Helpdesk 

Serving businesses of all sizes and levels, Vision Helpdesk is a leading customer support software that comes in 3 different products. There’s the Helpdesk software, which enables customer support agents to receive, process, and respond to service requests. On the other hand, the Satellite Helpdesk software provides a multi-company customer support management solutions.

Additionally, all features from Helpdesk and Satellite Helpdesk combined are provided by the Service Desk software which follows the discipline of IT service management.

Unique features of these software include task management, ticket billing, asset management, and release management. Vision Helpdesk allows you to stay on track as you serve clients, creating a client portal that is convenient for both customer and company.

There are multiple pricing plans offered, varying by the specific software and the hosting plan. Pricing starts at $7 per month to host Helpdesk on your server with a recurring license, or a one-time license for $150.

  1. TeamSupport

This customer support program allows teams to collaborate better by eliminating miscommunications and quickly addressing customer issues. Improving customer communication helps teams handle the customer service process better.

The program has some key unique features that help with the delivery of cohesive customer support. There is ticket automation, which allows support staff to flag messages by word or type. For example, a staff could add a flag for any support request that contains the word “upset” or “frustrated.” This allows the team to prioritize the more urgent requests that need attention.

Another key feature is the Knowledge Base tool. This allows clients to try to solve their own minor issues, which enables support staff to handle bigger challenges that may arise. With TeamSupport, customers can have their needs prioritized and met with efficient responses. Pricing starts from $40 per month.

  1. Office 365 

Another top solution that will help you exceed customer expectations is Office 365. This cloud-based service features a number of different tools that can be beneficial. One of the newly debuted services is Bookings, which allows customers to schedule appointments with a company using online software. This makes a convenient process for customers as it eliminates the need for a phone call.

Dynamics is another Office 365 software tool. The CRM package brings a line of integrated business management solutions that allow your staff to make important business decisions with a greater sense of confidence. Key features of Dynamics include lead management, contact management, and territory management.

Pricing for Office 365 starts from $5/month per user, for the Business Essentials plan. Microsoft Dynamics pricing plans start at $4 per user/month.

  1. Samanage

If your company is seeking a more advanced, user-friendly help desk solution then Samanage is the option for you. Making life easier for both your team and the customer, Samanage has comprehensive functionality that allows you to quickly respond to service requests. This results in improved support for your customers.

The intuitive service desk ensures that your team will deliver exemplary support. Clients use their email or the powerful self-service portal to submit service tickets. Users can even search for a solution independently by using the system’s Knowledge Base.

In addition to submitting a new service ticket, your customers can easily track the status of a pending issue.

Samanage allows for a desk data integration and can be used on the go from any smartphone or tablet with web browsing capabilities. You can experience the convenience and up-to-date reliability of Samanage for an affordable annual subscription based on your software needs.

  1. AmoCRM

AmoCRM allows you to manage your pipeline and sales team. The sales management service is a web-based platform enables businesses to manage customer relationships more effectively. You can directly link platforms such as Facebook, Dropbox, Xero, and Zendesk to AmoCRM.

Valuable features include sales analytics, lead scoring, and email integration. The software supports custom field creation and provides a user-friendly approach to managing your company’ interactions with current and potential customers.

AmoCrm allows you to upload existing customers from contact databases such as Gmail and Outlook. There are also follow-up tasks to keep you up-to-date on meetings and calls, and these are attached to the contact or lead cards.

AmoCRM is free to try and plans start from $15/month.

There are many excellent technological solutions available that help businesses thrive in managing their customer service by maximizing efficiency and enhancing communication. However, technology can only take you so far. In order to provide a stellar customer service, your entire business should be customer-service oriented. Strive to exceed customer expectations whenever you can and this will definitely take your business a long way in terms of longevity and reputation.

 

About the Author:

heather

Heather Redding is an avid reader, freelance writer, coffee snob and a tech enthusiast from Aurora, Illinois. When she is not working, Heather enjoys swimming and hanging out with her friends. You can reach Heather via Twitter.

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Honorees Announced for the 2016 Marketing Hall of Femme!

Direct Marketing News is honored to announce the 2016 Honorees to the Marketing Hall of Femme! These incredible women have storied careers, take risks, and push the industry and their companies forward with their edgy marketing strategies. On April 8, 2016, we’re celebrating all of their outstanding achievements and more.

New this year, the event features a Leadership Summit in addition to the Awards Luncheon. Attendees will meet the 2016 Leading Ladies, hear the first-person narratives behind their success stories, and attend educational sessions that explore the challenging yet rewarding roles of female leaders in the marketing industry today.

Introducing 2016’s most influential women in marketing:

marketing2 marketing marketing3

Learn more about the inspirational event that is the Marketing Hall of Femme:
Click here to read about previous years’ honorees and keynote speakers, view video interviews, and more.


My POV: Of course it would be to say that we need more women in technology. That’s it. I will keep it simple. And to congratulation all the amazing women named here and that work in the world of technology every day! You are my heros.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research
Covering Cloud and IoT That Drive Better Business Results and Awesome Customer Experiences
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Capgemini Collaborates with Celaton on Artificial Intelligence in the Cloud

What’s the Partnership Between Capgemini And Celaton Mean to Your Company? Capgemini, consulting, technology and outsourcing services, has announced a new global collaboration with Celaton, a specialist Artificial Intelligence (AI) company, to license and use its inSTREAM, cognitive learning technology. The 3 year contract, signed between Capgemini and Celaton, will extend Capgemini’s already strong automation capabilities, help to drive further efficiencies and add Artificial Intelligence to Capgemini’s Business Services solution portfolio.

What Does Celaton’s inSTREAM Software Do? It streamlines the handling of unstructured unpredictable (and structured) content such as correspondence, claims, complaints and invoices that organizations receive by email, social media, fax and paper. This minimizes the need for human intervention and ensures that only accurate, relevant and structured data enters business systems. Unique to inSTREAM is its ability to learn through the natural consequence of processing information and collaborating with people. Capgemini’s extensive knowledge and experience in business process services will also enable Celaton to accelerate and improve inSTREAM’s capabilities.

What Will The Partnership Provide For Clients? The cooperation will enable Capgemini to increase efficiency, shorten turnaround times and enhance quality in areas where incoming documents and queries need to be processed, improving overall customer satisfaction. At a time when more and more customers expect the use of AI and modern automation tools, the alliance will help Capgemini’s Business Services advance their market leading use of automation and AI for its core business. Earlier this year, Capgemini introduced an Autonomic Platform-as-a-Service (PaaS) offering founded on best of breed technologies to deliver intelligent automation solutions on-demand for enterprises. The Autonomic PaaS aims to improve the predictability of organizations’ operations across their infrastructure, applications and business processes. The Celaton agreement is a further commitment from Capgemini to develop advanced client solutions using intelligent automation, cognitive and AI technologies.

Is This Offered in a SaaS or Cloud Mode? The addition of Celaton inSTREAM expands Capgemini’s Business Services’ extensive Software-as-a-Service (SaaS) portfolio with an artificial intelligence-based processing solution for incoming unstructured content –which is driven by its global automation Centers of Excellence. It is an important element in ensuring the delivery of maximum value to its customers.

Notes From The Executives: Lee Beardmore, VP and Capgemini’s Business Services Chief Technology Officer said, “There is significant industry debate on how cognitive computing and artificial intelligence will impact the BPO market. We are taking our delivery from debate to global implementation and are proud to partner with Celaton as a leading vendor in the business process AI space. Building on the introduction of Capgemini’s Autonomic Platform-as-a-Service, Celaton’s technology extends the penetration of cognitive computing into our delivery of business process services.”

Andrew Anderson, CEO of Celaton said, “I am delighted that Celaton and Capgemini have committed to this global partnership. The transformational impact of AI has been proven with many organizations and yet this emerging technology is often greeted with scepticism. Capgemini’s global reach and credibility will have an impact on the perception and adoption of AI and I’m very excited that Capgemini’s customers will soon be able to realize its significant benefits.”

My POV: AI is very important to the emerging capabilities of company’s to add cognitive computing into the delivery of business processes of discerning unstructured content. And with social and digital content abounding, there is no storage of unstructured content. And there is unlimited potential in the value of this unstructured content if it can be harnessed. This duo will give brands that opportunity.

@DrNatalie Petouhoff, VP and Principal Analyst, Constellation Research

Covering Customer-facing Applications That Drive Better Business Results
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The 2016 Marketing&Tech Innovation Awards

DMN and The Hub have combined forces this year to present the Marketing&Tech Innovation Awards, which honor the most innovative strategies, platforms, and people in marketing today. I was thrilled to be a judge in this year’s selection. The winners will be announced on March 10th, but take a peek at the finalists below and let me know who you think should win!

 

Case Study Categories

Analytics Innovation

evolve24
Sales Predictions Using Social Conversations

Experian Marketing Services and Golfsmith
Analytics for the Holidays

Grapeshot and Sawyer Studios
Lila & Eve

Merkle
Connected Attribution Solution

Visual IQ and BuildDirect
Marketing Attribution Solution Implementation

Content Marketing Innovation

Aflac
One Day Pay

gen.video
How Scalable UGC Video Content Catapulted Crest Pro-Health HD to #1

New York International Auto Show
Virtual Tour

Stein IAS
The Digital Marketing Maturity Campaign

Verifone Media and Aria Resort & Casino
Verifone Media helps Aria Resort & Casino Enhance Tourist Engagement on the Vegas Strip

Email Marketing Innovation

Experian Marketing Services and Finish Line
Finish Line: College Fleece Program

Experian Marketing Services and Delta Air Lines
Delta’s Flight Cycle Program

Merkle and Samsung
SUHD Product Launch

Merkle and Marriott
Marriott Drives App Engagement Through Email

netCORE Solutions Pvt. Ltd. and Reliance Life Insurance Company Ltd.
Connecting the Dots and Humanizing Email Experience See Faster Email-to-Sale Conversions

Mobile innovation

Event Marketing Strategies and Nationwide
Nationwide: Make Safe Happen Safety Experience

FORENSIQ
Mobile Ad Fraud Study – Mobile Device Hijacking

Harte Hanks and Samsung Mobile
Samsung Note 4 Product Launch with Harte Hanks  

Stein IAS and Key Technology
Mobile Virtual Reality Experience

Omnichannel marketing innovation

Experian Marketing Services and American Eagle Outfitters
Reserve, Try and Buy: An Omnichannel Shopping Experience

FordDirect
ConsumerConnection

RedPoint Global and Xanterra Parks & Resorts
Xanterra Parks & Resorts – A Journey to One-to-One Marketing Excellence

Belk Inc., iCrossing, and Kenshoo
Driving Triple-Digit Increase in Conversion Rates

WIT Strategy and Selligent and Extra Space Storage
Selligent/Extra Space Storage

Social innovation

Grey Global Group and Volvo Cars North America
Volvo Interception

LEWIS Pulse
#Trending: Raising the Bar on Cross-Channel Social Media Coverage for Events

Plat4orm PR and Metia
Microsoft in Health

Principal Financial Group
See Your Retirement

W2O Group
Nothing can be perfect

Platform Categories

Most Innovative Analytics Platform

Brandwatch
Brandwatch Analytics

Experian Marketing Services
The Intelligence Manager of the Experian Marketing Suite

Fluid PR, Inc.
AppsFlyer

Merkle
Citizens Big Data Platform

Origami Logic
Marketing Signal Measurement Platform

Most Innovative Customer Experience Management Platform

MaritzCX
MaritzCX Platform

Epsilon
Epsilon’s Agility Loyalty

Influitive

Kitewheel
The Kitewheel Customer Journey Hub

Qubit
Qubit Visitor Cloud

Most Innovative Integrated Marketing Suite

Act-On Software

Blanc & Otus
Oracle Marketing Cloud

Blueshift
Blueshift Segment-of-One Marketing Automation

Experian Marketing Services
The Experian Marketing Suite

Salesforce
Salesforce Marketing Cloud: Personalize and Optimize 1:1 Customer Journeys

Most Innovative Mobile Marketing Platform

BLANC & OTUS
DoubleDutch

Comunicano, Inc.
FollowAnaytics’ Enterprise Mobile Analytics Platform

HookLogic
The HookLogic Platform: Powering Mobile Ads with Attribution Data, Anti-Ad Blocking, and Awesome Results

Button
Button

Swirl Networks, Inc.
Swirl Network’s Beacon Marketing Solution

Most Innovative Social Media Platform

500px
500px, photo sharing’s underdog, swings big in 2015

Sprout Social

Tracx
Tracx Social Business Cloud

Stars of Martech Categories

Content Marketing Scribe
Cassandra Jowett, Senior Content Marketing Manager, Influitive

Craig Vore, Insights Manager, Strategy & Optimization, Outsell

Denice Surjan, Senior Marketing Manager, Experian Marketing Services

Dr. Maruthi Viswanathan, Managing Director, RxPrism Health Systems

Steve Sachs, CEO, OneSpot

Data Scientist

Christopher S. Penn, Vice President of Marketing Technology, SHIFT Communications

Jonathan Smalletz, Lead Analyst, Merkle

Stacey Hawes, Senior Vice President, Data Solutions, Epsilon

Digital Ace

Chad Blodgett, Senior Vice President of omnichannel, Rakuten Marketing

Tuomas Peltoniemi, President, Asia, Digital Arts Network

 

Marketing Technologist

Emad Georgy, SVP & Global Head of Software Development & Product, Experian Marketing Services

Francis Wallinger, Chairman, Alchemetrics Ltd

Gwendolyn Lefevre, Vice President, Marketing Operations & Digital Marketing, Bottomline Technologies

Programmatic Prognosticator

Amy Good, Adaptive Media Investment & Technology Lead, Nestle Purina Pet Care

Lewis Gersh, CEO, Founder and Chairman, PebblePost

Victor Wong, CEO and cofounder, PaperG

Social Strategist

Michael Rusten Gabriel, Marketing Manager, Envision Creative Group

Stephanie Capouch, Social Media Manager, WP Engine

 

For more information about the finalists and the event, click here.

 

@Drnatalie, VP and Principal Analyst, Constellation Research

Covering Customer-facing Customer Experience Capabilities – People, Process and Technology

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