Tag: digital transformation

5 Common Customer Service Horror Stories and How to Avoid Them

   |   By  |  0 Comments

How much is poor customer service costing your business each year? UK businesses lose up to £37 billion a year [1] as a result of inefficient customer service yet it isn’t always a high priority improvement area for businesses. 

Contact centres are still the go to channel for consumer queries despite the rise in emergence of other consumer communication channels with businesses such as chatbots, forums and email. This is due to the desire of consumers for quick resolutions of their problem. 

The reality for many contact centres is the opposite due to poor organisation of procedures and use of outdated business phone technology. So how can investing in the right technology improve your customer service experience? We’ve gathered 5 of the most common customer service hurdles faced by consumers when contacting businesses and evaluated how tech can make the process less painful for both your team and customers. 

 

           1. Call transfer loops

We’ve all been there – you have a query, you call customer service and the agent you speak to is unable to help so you are transferred to another who should be better equipped to help. After a long wait and finally getting through, you need to repeat yourself to this new agent who seemingly has no information about your query. Then you’re met with another dreaded transfer as they’re unfortunately also unable to help you – the nightmare of a call transfer loop. 

Being shuttled between service departments is the biggest frustration faced by customers. The root of the problem is inefficient call routing to relevant departments. Without proper routing technology, customers end up being bounced from agent to agent as your team looks for the right person to help. 

Business phone systems like Devyce allow you to set up an auto attendant which automates the routing process to ensure your customer calls are being directed to the right person/department so they are able to promptly get assistance. 

 

           2. Slow responses and lengthy wait times

Since the pandemic, 48% of customers say their expectations for customer service standards have risen [2], with focus on it being quick and efficient. No one likes to be kept waiting on hold or worse, calling customer service and not being able to get through with no one following up on their call. 

To decrease customer wait times and avoid missing their calls, ensure your business phone system allows call forwarding so that at any point if a member of the team is unavailable to pick up, the call can be directed to a line that is free.

 

           3. Repeating information to different support staff 

Often customers may reach out across multiple platforms so it’s important to ensure consistency of information across all channels. It not only provides a more seamless customer experience, it saves both parties time as it decreases wait time while support agents look for the relevant information. 

CRM platforms integrated with your business phone system helps to achieve this so you can assign support tickets to customer contact details. This is also great for providing a great omnichannel customer service experience as any member of the support team can quickly access the support thread of a specific customer across different platforms. 

 

           4. Unfriendly customer service

85% of customers have reported they will avoid repurchasing with companies where they’ve experienced poor customer service [3]. Customers who have bad experiences are also likely to leave negative reviews and a reputation for bad customer service will impact acquisition. 9 out of 10 consumers read reviews before making a purchase which greatly affects the buyer’s decision.

 

With features like recorded calls and call listening allowing other team members to listen in on your customer calls, Devyce can help you regularly improve the customer experience by analysing and utilising previous calls to train your team. You can also utilise CRM integrations to collect feedback such as sending out quick surveys which will help with optimisation of your customer service operations. 

 

           5. None to little after sales follow up 

The customer journey doesn’t end after a sale is made. The aftercare customers receive greatly impacts customer retention. Increasing retention rates by 5% can increase profits by between 25-95% [4]! Often a simple follow up email or call following a customer support request can make a great difference to the overall customer experience rating and lead to formation of long term consumer relationships which increase customer lifetime value.

By making the switch to a modern business phone system, you can build a better tech stack to help you better structure your customer service team and operations. 54% of customers feel that customer service is only an after thought for companies [2] and improving customer service often costs a company less than acquisition therefore companies shouldn’t neglect investing in tech for customer service teams. 

Start streamlining your customer service operations and improving customer experience today by checking out our Teams plan!

Are you curious to find out more and like the idea of a discount to get you started? Drop us your email here!

References:

[1] https://www.smart-pa.com/uk/blog/how-much-does-bad-customer-service-cost-your-business

[2] https://cx-trends-report-2022.zendesk.com/challenges

[3] https://www.revechat.com/blog/customer-service-problems/

[4] https://media.bain.com/Images/BB_Prescription_cutting_costs.pdf

How you can leverage technology to reduce pressure on customer support teams

  |   By  |  0 Comments

 

The demand for customer support has increased greatly over the years, putting pressure on companies to meet consumer demands. However, many businesses struggle to keep up due to lack of resources and evolving landscapes for customer support teams. 

In a survey carried out by Intercom [1], it was found that the top challenges faced by customer support teams are:

  1. Poor workflow efficiency
  2. Attracting and retaining quality staff
  3. Inefficient handling of customer queries

Support teams can leverage technological advances to optimise their way of working in order to adapt to growing demands. Here are a few ways you could utilise tech to alleviate the pressures your customer support teams face:

 

        1. Use a phone system that supports remote work 

Customer support teams have reduced in size due to the pandemic resulting in increased pressure on staff. Team leads have also faced difficulties attracting and retaining staff due to large scale burnout. 

To overcome this and adapt to the changing landscapes of work, support team leads should look into investing in phone systems that support remote working like Devyce. 

With the Teams Plan on Devyce, you can provide your employees with two numbers on their phones allowing them to work from anywhere meaning employees can prioritise their wellbeing. This will also enable hiring of talent remotely – an attraction point in hiring which could lead to increased retention of staff. 

 

        2. Use a phone system that facilitates call groups and forwarding

Customer expectations have grown and only 24% of support teams surveyed stated they were confident they could meet them [1]. Often customer queries can’t be answered by the first person they get in contact with. The biggest challenge here is transferring calls to the right person on the team in a timely manner.  

To improve the efficiency of your customer support service, look out for phone systems with features to aid your customer’s journey. For example, on Devyce’s Teams Plan you are able to set up an auto attendant which filters inbound calls to the relevant call groups, streamlining the workflow and minimising wait and transfer times. 

        3. Utilise CRM and analytic software with your phone system

Poor workflow management is a key reason for staff burn out. To optimise, team leads need to regularly revise operations by setting up and tracking call metrics. This is hard to do on traditional phone systems so companies should explore newer phone systems. At Devyce, we offer a Teams Management Portal – a platform to view call analytics, allowing optimisation of workflow to meet goals. 

The Teams Plan also offers integrations with CRM softwares like Hubspot so you can manage your customer’s journeys. Creating an integrated tech stack improves workflow efficiency as it reduces the need for switching between softwares and ensures all team members can quickly access relevant data to handle customer queries. 

 

Leveraging tech to optimise your support service strategy is the key difference between companies that exceed customer expectations and those that fall behind due to not having the infrastructure to handle the growing demands. Help your team flourish today by embracing innovative advances in technology with Devyce. 

 

References:

[1] https://www.intercom.com/resources/books/customer-support-trends-emea-2022

 

5 ways Devyce will improve your Real Estate Business

   |   By  |  0 Comments

  1. Improve your mobility
    Tell us we’re wrong but, estate agents are always on the go. Devyce allows you to call from anywhere in the world with an internet connection. Additionally, realtors are finding SMS useful when on the go to communicate with clients, with nearly 93% communicating through text [1]. By using our app, you can message your clients, as well as phone them! 

    We can also improve your geographical presence, as you can select a phone number from a specific area, meaning you can create a local presence!

  2.  Secure and protect your personal and client data
    Devyce will protect your personal number, by providing you with a business number, meaning your personal details aren’t exposed. Whilst also protecting your client data, as data is handled in line with GDPR and messages are encrypted between the app and the carrier.

  3. Improve your Customer Experience
    Building good relationships with buyers, sellers, tenants and landlords is a critical component of being an Estate Agent. Devyce can enhance your customer experience, by allowing you to hear other team members voicemails and forward any calls, meaning no calls are missed whilst making it easy for others to pick up where someone else left off. The auto attendant feature filters calls and delivers them to the correct destination in the business. Creating a seamless and consistent customer experience. 

    Easily integrate with Hubspot, and import your CRM’s contacts, so you can pull up your client information easily. See who’s calling and prevent prospects slipping through the cracks!

  4. Reduce your costs.
    Devyce can help you reduce your calling costs! No set up fees, no hidden fees and no contracts!

  5. Track sales and monitor performance
    We track calling analytics, including the proportion of unanswered calls, call duration, and call recording. This way agents are able to find the optimum time to reach clients. Whilst also providing valuable insights into how you can improve your calling techniques, for the future. Better calls, more leads! 


    References:
    [1] https://www.forbes.com/sites/forbesbusinesscouncil/2021/12/17/implement-business-text-messaging-to-draw-more-local-customers/?sh=2b69c5be731a

5 Important Digital Tools for Small Businesses

   |   By  |  0 Comments

Starting a small business is daunting to say the least.

Picture this: a great idea for a business pops into your head one day. 

Ready to launch now? Absolutely yes. 

After months of hard work, you finally launch your business in high spirits. Then as your business grows, you are hit with an ever-growing mountain of things to do; from managing your employees to finances and every little detail in between. You are feeling overwhelmed and wondering how you will ever get on top of this mountain. 

No worries, we’ve got you. 

We know you’re extremely busy running your business so here are 5 of the most useful digital tools you can take advantage of: 

 

Communication tools:

Communication is the key to any successful relationship whether that be with your employees or your customers. To help with this you could get… 

 

  • Devyce – 2 numbers, 1 phone

Devyce is a cost-effective and sustainable digital solution to the work phone. 

It allows you to have an additional phone number on your phone to use for work communications. On average phones are replaced every two years [1] and each phone during its lifetime can create up to 110kg of CO2 per year [2]. Eliminate the use of a second phone and get Devyce. 

Another great feature of Devyce is the team management portal for you to monitor and manage your employee call activity and quickly access call logs. 

 

We know what you’re thinking, having your work communications operating on your personal phone might disrupt your personal life (or vice versa) however Devyce also has a handy ‘do not disturb’ feature where you can turn off work notifications to keep a healthy work life balance.

All these features make Devyce a great telecommunications tool for your small business! 

  • FreshDesk – A customer service software for your website 

Maintaining an open line of communication with your customers can be harder than it seems. 

Customers will reach out to customer support through multiple channels. This can become difficult to keep track of so let FreshDesk ‘delight your customers with effortless customer service’. 

 

Financing tools:

One of the top reasons why startups/small businesses fail is a lack of cash or failure to raise new capital. [3] Sounds pretty obvious right? However, many business owners struggle to manage their finances and budgeting. 

Don’t worry, you don’t need to be a financial expert to be able to start your own business (even accountants struggle with the papers sometimes). There are many digital tools to assist you. Spendesk being one of them. 

  • Spendesk – A 7-in-1 spend management tool 

Spendesk encourages smarter spending decisions by providing:

  • A management platform where you can view and manage spending from company cards 
  • Review and pay invoices
  • Track expenses
  • Generate financial reports
  • Automate accounting
  • Create and optimise budget plans for your business

Make smarter money decisions, budget better and stay on top of your finances with Spendesk. 

 

Marketing tools:

Developing a solid marketing plan and creating great content for it is one of the key reasons for success for many businesses. 

  • BuzzSumo – an all in one content marketing tool 

BuzzSumo is a hub platform where you can:

  • Discover and research new content ideas
  • Find relevant influencers to work with 
  • Industry trend updates
  • Develop your content strategy and create compelling content
  • Analytics for content engagement

This all inclusive platform is great for industry trend research, allowing you to create and optimise your content marketing strategy. 

 

  • Buffer – social media management tool 

Buffer is a great tool for starting out with social media management as it offers a clear and easy to navigate platform for:

  • Creating and scheduling social media posts
  • Accessing all your social media messages across all platforms in one inbox
  • Social media analytics 

All of these features are great for effective communication with your audience, learning more about their preferences in regard to your business and utilising new insights to optimise your services and marketing plan. 

So, will you be using any of these digital tools? Feel free to head to our socials to share your business story and what digital tools you’re currently using! 

 

References:

[1]

https://www.bbvaopenmind.com/en/science/environment/the-hidden-environmental-toll-of-smartphones/#:~:text=Smartphones%20generate%20more%20greenhouse%20gases,the%20energy%20sector%20and%20transportation.

[2]

https://www.eea.europa.eu/publications/europe2019s-consumption-in-a-circular/benefits-of-longer-lasting-electronics

[3]

https://www.cbinsights.com/research/startup-failure-reasons-top/

The New ‘Nothing’ Phone

   |   By  |  0 Comments

What is ‘Nothing’ all about?

Nothing is a tech company, founded in 2020 by Carl Pei and is based in London. Their mission is to ‘remove the barriers between people and technology’. They hold the intention to create technology that just works, that you don’t need to think about and just feels like ‘nothing’ [1].

After receiving an initial £7 million in seed funding, with further large investments along the way, the new nothing phone has finally landed and is available here in the UK now [1]. The question is, is the most hyped smartphone of the year worth it, and will it beat the notorious tech giants?

Can they do the seemingly unimaginable?

The new smartphone largely mirrors that of an iPhone, but comes in at almost half of the price, at £399 [2]. Yet with the mid-range price, it has still managed to incorporate high-end features found on expensive devices, including a 6.55  OLED display and a dual 50-megapixel rear camera, to name a few [2]. However, it isn’t a market leader regarding its specifications or features. With Google’s launch of the Pixel 6A which includes similar features and at a similar price point [3]. Will the Nothing phone stand out?

Making a phone that stands out in a saturated and competitive marketplace, is tough. However, the Nothing phone has challenged the status quo, by embracing a futuristic and retro design by creating a completely transparent back, revealing the inner workings of the phone. Incorporating a ‘Glyph Interface’, which lights up the back when you receive any notification, and…it’s customisable [2]. Moreover, it leads the industry regarding its sustainability ethos, with 50% of the plastic parts sourced from recycled and bio-based materials  [2].

A potential problem?

The founder stated that they are building an alternative to Apple, which essentially means they want Apple users to switch over [4]. However, the Nothing OS is built on Android. Meaning the transition for existing Android users is far simpler.

The problem is that in essence, Apple has created a rather large ecosystem, through platforms including Apple Music, Apple Fitness, and more [5]. This means switching to an Android operating system could be a problem when looking for a seamless switch.

However, it’s still very early days for the Nothing phone, having only been released on the 21st of July. They have an innovative product that has been cleverly designed, with great aesthetic detail and seamless hardware integration, but will it be enough to replace the renowned iPhone users?

We will have to wait and see!

Sources

[1]
https://nothing.tech/pages/about-us
[2]
https://nothing.tech/pages/phone-1
[3]
https://www.androidpolice.com/google-pixel-6a-vs-nothing-phone-1/
[4]
https://www.manchestereveningnews.co.uk/whats-on/whats-on-news/excited-about-nothing-phone-1-23477896
[5]
https://www.lifewire.com/the-nothing-phone-1-doesnt-stand-a-chance-against-the-iphone-5499243

Five Digital Trends to Watch in 2022

   |   By  |  0 Comments

Keen to know what digital trends await us in 2022?

Look no further… Here are the top five digital trends to look out for in 2022!

The Digital Transformation

2020 was the year the world stood still, the pandemic forced the world to lockdown, keeping people indoors and focused on survival. 2021, however, was a year of transformation; according to research done by The McKinsey Global Institute, people, businesses and society as a whole, transformed entirely, not just surviving the present, but anticipating and enhancing the future.

The pandemic has forced the world to adapt to a ‘new normal’, in which we rely on technology to work, connect with family and keep up with news. The digital world is constantly growing and adapting to make our lives easier; here are the top digital trends to watch out for in 2022.

1. The Metaverse

In October 2021, Mark Zuckerberg announced the new name of Facebook, ‘Meta’. Indicating a transformation into the ‘metaverse’, a virtual reality space in which users can live and interact with other users in a completely virtual landscape, essentially a fictional world.

This new trend in technology opens the doors wide open to endless possibilities of virtual and augmented reality, which many of us are unfamiliar with. This shared ‘virtual world’ can be reached by using VR headsets, AR glasses and smartphone applications.

People are already predicting that 2022 will be the year of the Metaverse. Not only will it be a space for users and gamers to live and play, but also holds the possibility of becoming a space in which brands can market themselves and create brand awareness.

Perhaps the Metaverse will be the new way we consume content, shop and live; one cannot be certain of the direction it will go, however, it is definitely a top trend to watch in 2022.

 2. NFTs

The digital economy is not a new concept, as cryptocurrency is widely used across the world, with currencies like Bitcoin or Litecoin. Cryptocurrency is any form of currency that exists online, in the virtual space, that uses cryptography to complete transactions.

The new cryptocurrency to watch in 2022, however, is NFTs (Non-Fungible Token). NFTs are the digital equivalent of non-fungibles, such as any singular digital asset, like a GIF, meme or digital artwork. NFTs can be bought and sold just like any other cryptocurrencies, used to buy both physical and digital things.

2021 saw a boom in NFT sales, hitting nearly three billion dollars in sales in the first six months. However, many tech companies have stated that NFTs are underused in the digital world, particularly in the gaming industry.

Jessica Rovello, the CEO of Arkadium, claims that gaming platforms, such as Ubisoft, should embrace the untapped market of NFTs. Rovello argues that 2022 will be the year the value of NFTs will truly be understood and take off.

The avenues for NFTs are limitless, starting with gaming, there are no restrictions on where they can take us. The Frankfurt School Blockchain Centre, for example, has predicted a market of roughly £1.1 trillion for tokenized assets, in industries beyond gaming, such as real estate, business and retail.

3. Connection

The rise in these major digital developments place more pressure on connection across the world. Digital trends rely on a faster connection, something that cannot be compromised in 2022.

5G and WiFi 6, according to Jerry Paradise, who works at Lenovo, is the future of high speed connection, also ensuring internet safety and reliability.

Some of us may already have noticed 5G popping up on our phones, however, it is not the mainstream. But, in 2022, we can expect 5G to become the standard for our phones. By 2030, it is predicted that, according to Statista, 5G technology will be marketed in the billions. 2022 is the time to embrace 5G connection, bringing you faster internet, faster data transfer and less delay.

4. Social focus on Mental Health and Digital Burnout

As the digital space grows, as does the pressure to stay digitally present and relevant. 2020 and 2021 have been years of ongoing lockdowns, forcing us to spend more time online, and constantly supply new content, resulting in digital burnout.

Vibely, a new social platform, reported that 90% of creators subscribed felt the effects of burnt out, significantly so that 71% thought about deleting their social media completely.

In 2022, we will see a continuation of a trend seen in 2021, in which content creators and brands on social media pay attention to self-care and the importance of setting digital boundaries. There is no doubt that a big digital trend of 2022 will be reassessing our relationship with social media and how to navigate healthier practices within the digital world.

For example, we have already seen Instagram testing out a new feature, called ‘Take a Break’; that has been trialled in the US, UK, Ireland, Canada, Australia and New Zealand. The ‘Take a Break’ initiative is a feature that gives users a reminder to have a break from using the app, for periods of time they chose; this will also be paired with tips from Instagram on what you can do during the break to increase your mental health.

It is certainly an interesting feature and, perhaps, the beginning of a new, healthier way we interact with technology.

Read more about burn out, and practices to avoid it, here: https://devyce.com/2022/02/09/how-to-keep-your-work-and-personal-life-separate/

 

5. VoIP systems

There is no doubt that the digital world has expanded and will continue to do so in 2022. The mobility of digital technology has greatly transformed the way we use our phones, tablets and computers, in our work and personal lives; technology is not limited to one single use, you can use your TV to make calls, and your phone to watch TV.

For businesses, big and small, digital mobility has allowed companies to optimise efficiency and productivity, particularly through communications. Not only can colleagues communicate more effectively, but teams can serve customers or clients to their best ability. Spending on communication is predicted to reach a new high in 2022, as the demand for effective and wireless communication solutions continues to grow. Business Wire, in 2020, reported that the VoIP market is predicted to grow to $183.7 billion by 2027, (roughly 137 billion pounds).

Businesses are switching to VoIP systems simply because of the digital benefits they offer. VoIP systems support the digital transformation and trends of recent years, with features such as AI for customer service, virtual receptionists, call forwarding and call recording.

Also, landlines are becoming more and more obsolete over the last ten years, giving rise to VoIP systems in the home, not only in businesses. VoIP systems are definitely a trend to watch in 2022 and beyond.

Explore Devyce’s plans here to get started using a VoIP system for personal or work use: https://devyce.com/pricing/

Sources
https://whatsnewinpublishing.com/6-big-digital-trends-to-watch-in-2022/
https://bigthink.com/the-present/digital-trends-2022/
https://later.com/blog/social-media-trends/
https://saucelabs.com/blog/2022-is-coming-eight-mobile-app-development-trends-to-look-for
https://financesonline.com/voip-trends/
https://www.exchangewire.com/blog/2022/01/14/predictions-2022-next-wave-blockchain-the-metaverse-and-more/

keyboard_arrow_up