SutiCRM is a robust cloud-based application. The solution on-demand inhabited with customer-related information. SutiCRM provides a better customer service, better information, helps in managing the marketing and develop better customer relationships. SutiCRM is available for all types of companies to use anytime and anywhere. The primary purpose of SutiCRM is to achieve a real- time 360-degree view of all customer data and interactions.
customer support
Kentico Launches 24/7 Global Support and SLA Offering
Nashua, New Hampshire, July 01, 2011 – Kentico Software Kentico Software, the Web content management system vendor, has announced, effective July 1, that the company is extending customer service to include 24/7 technical support accessible worldwide, any time of the day by email or phone. Customers with mission-critical projects will also be able to choose premium support guaranteed by an industry-leading Service Level Agreement.
Quoting IT: Scott Abel on Help 2.0
"Help 2.0 is about letting go of old-school, preconceived notions about our role as content providers. Help 2.0 forces us to realize that by leveraging the knowledge of the crowd we can help users find the right information quickly and easily, whether we created the content ourselves or not. And perhaps most importantly, Help 2.0 is about creating support experiences in which users can help us learn what they want and need, while also allowing them to assist one another, in ways that are meaningful to them."
-Scott Abel, The Future of Technical Communication Is Socially Enabled: Understanding the Help 2.0 Revolution, Intercom.STC.org, April 2011.
Nearly 70 Percent of Companies Report Agents Can’t Find Information Necessary to Resolve Customer Issues
Survey by Omega Management Group Corp. and Coveo Highlights Challenges Facing Customer Support Teams as Information Continues to Proliferate Beyond the Traditional Knowledge Base and CRM
CHICAGO & BILLERICA, Mass. – A new survey released today reveals some of the most critical and costly challenges facing customer support departments, and the negative impact on customer service metrics. The survey results indicate that the biggest problems are caused by inefficient access to the information needed to solve customer issues, as data continues to proliferate beyond the traditional knowledge base and CRM.
The survey was conducted by Omega Management Group Corp., experts in customer experience management (CEM) strategy and sponsor of the annual NorthFace ScoreBoard AwardSM for excellence in customer service and support, and Coveo,a provider of Enterprise Search 2.0 and Customer Information Solutions. Key survey findings include the following:
The Knowledge Base is No Longer Enough: In Some Companies, More Than 20 Systems Contain Customer Information
- While nearly 70 percent of customer service organizations surveyed have invested in a knowledge base, that same percentage reports that the knowledge base does not contain the information necessary for agents to solve customer issues.
- For companies with 251-500 agents, 83 percent cannot find the information in the knowledge base.
- For companies with more than 10,000 employees, 43 percent report that information that contact center agents need to solve customer issues resides in more than 20 different systems.
Lack of Access to Customer Information Creates Contact Center Challenges
- Seventy (70) percent of survey respondents indicated that they are facing significant challenges as a result of agents not being able to find necessary customer information.
- Respondents listed case handling time (50 percent), customer satisfaction (49 percent), and first contact resolution (FCR) (49 percent) as the top three challenges.
The Costs of Inefficiency
- Knowledge base operational challenges can have a significant impact on a company’s bottom line. Thirty (30) percent of participants estimated the impact between $100,000 to $1 million per year, including six percent who put the cost at $1 to $5 million.
- Nearly 48 percent of respondents said less than 10 percent of customer service interactions generate revenue through cross-selling and up-selling, showing a significant opportunity to change contact centers from cost centers to revenue producers.
Results were compiled from a survey conducted in February 2011 of managers, vice presidents, and C-level executives from the computer hardware & software, complex manufacturing, medical devices, and technology services industries, responsible for customer service and support operations.
Sheri Bigelow: How to Support WordPress Video
Sheri Bigelow, Happiness Engineer at Automattic, gives tips on providing technical user support to WordPress bloggers. Her tips easily can crossover to other customer support tasks in the information technology field.
Micropayments for Content
Rita McGrath at Harvard Business Review has written a blog post on why she hates micropayments. Micropayments are financial transactions involving very small sums of money (see Wikipedia). For online publishing, a small fee would allow you to view the content for a certain period of time or for a certain number of articles.
Personally, I'm not sold on the concept of micropayments for content which is probably why I was lured to Ms. McGrath's article in the first place.
The idea has been around a long time — at least since the mid-to-late 90s — with both supporters and detractors weighing in. Millions have been lost by companies seeking to capitalize on streams of micropayments, almost all of which eventually crashed and burned. Myself, when confronted with a request to chip in 99 cents for a one-time glimpse at an article or $2.99 for a week's worth (as some of my local newspapers are doing) — well, I close that window and go away.
The author of the article discusses further the importance for any payment system adopted to consider "how the payment link of customers' consumption chains fits into their total experience". Micropayment systems have a tall order in that they need to be seamless, transparent, and achieve inevitability. Even grimmer for publishers, it's not only the micropayment experience that needs to be improved but also the non-micropayment systems too.
For the past few years, I've paid a yearly subscription to the Wall Street Journal for the print publication and the online subscription. With my yearly renewal coming up very soon, I've decided to discontinue my online subscription to the WSJ. Why would I do that? There are some very basic reasons to why I'm dropping WSJ.com. I rarely find myself reading the online content of the WSJ. I either already read the stories in the print version of the WSJ or I have found myself already familiar with the news story because I read a similar story posted elsewhere online. Stopping by the WSJ.com, unlike CNN or FoxNews, never became a daily ritual for me.
Speed up customer service with Document management
The fast paced world of business requires you to move with it and keep up with the demands of customers who want everything immediately. This means that everything in your office must (if possible) be automated in order for your staff to act swiftly and efficiently.
One of the aspects of your business that you need to invest in to improve processes is document management. Manual ranking and filing of paper documents is time consuming and many business these days invest in electronic document management to help them efficiently manage their files and in turn act on customer demands speedily.
Electronic document management systems, such as those provided by Invu, is not only about instantly retrieving information but it also allows you to text search the actual body of a document together with the title. And what’s even better about it is that it actually highlights the search terms you need so you can go directly to the information you want-therefore saving time spent searching for documents especially when your in a hurry.
Good reasons for CMIS but it may come with a cost
I'm one of the many CMS enthusiasts excited about CMIS. CMIS is the abbreviation for the OASIS Content Management Interoperability Services (CMIS). Please check AIIM's official guide to CMIS for further details.
Before you do go over to AIIM's site, you might want to also check out Stefan Waldhauser's 8 reasons why CMIS will transform the ECM industry posted at Digital Landfill. I like reason number four:
4 -- No more lock-in to one ECM-vendor because of CMIS.
Until today the ECM industry was driven by high complexity and proprietary systems that prevented to switch to other vendors. Even when a vendor dramatically increased maintenance fees (many customers know what I’m speaking about) there often was no choice to go somewhere else because of the tight and proprietary integrations between the customer build applications and the ECM-infrastructure. CMIS will help separate the applications from the ECM-platform and so there will be no more lock-in to one vendor. Doesn’t that sound great?
I think the biggest thing CMIS offers is customer satisfaction in not having to choose one vendor over another. As I stated this morning on Twitter, I see CMIS as recognition that the "total enterprise solution" is a lie. I have yet to see an enterprise software package provide the complete solution that vendors often promise their customers. Somewhere in the product's life cycle the customer finds that they need more than what the current software and/or vendor can deliver but the customer also isn't ready to leave their current system behind. CMIS hopes to solve the migration issues involved with moving from one application to another by allowing both applications to work together.
There is a cost issue here with CMIS though and, so far, I haven't seem much dicussion on the subject. While CMIS allows more than one application to share and work with the content it will not always reduce costs and maintenance fees. The fact is CMIS may now require the customer to provide ongoing support for multiple applications and platforms instead of the single platform they were once supporting. In general, when the customer's IT group has to support additional applications they also need additional time and money required to provide that support. Just like the problem CMIS is trying to solve, CMIS will not always be the total solution to your problems.
Understanding the Client Needs
It always amazes me the depth of client awareness of their online needs these days. Five years ago clients were running blind as to understanding their requirements for their company's Website environment, marketing managers were hamstrung by their I.T departments recommendations based on hardware infrastructures and not the usability and flexibility of the online environment and lets face it it's the marketing departments that need to be able to successfully run and manage their Web environment successfully and uninhibited.
Today its the Marketers that have the power and its the CMS companies who sell and deliver that to these Managers and their staff. Of course this is based on the I.T department still ensuring that the solution is up to scratch and able to be implemented on the companies infrastructure but no longer does the marketing manager have the need to go through the unproductive process of communicating on a daily basis to the I.T team.
With powerful CMS solutions continuing to be launched on the market it then becomes the age old issue of open source verses proprietary systems and in the end it is all about the product fitting the need and isn't that what allows for the market to thrive as we now are all enjoying.
One busy Joomla member: 10,000 helpful posts
"Brad" from Joomla! wrote "RobInk hit the big 10k posts today." at the Joomla! forum. He goes on to write:
There is a thread going where you might like to add you congratulations etc.I wonder if the quantity of those posts would be more or less if Joomla! had been propriety software and Robin was a paid employee by the "company". Oh the power and helpfulness of free open source software and the open source community!It’s incredible to reflect upon just how many people have been helped by Rob’s posts, as well as the posts of all those who help out. Did you know, we have 28 members at the moment who have 2000 posts and above, and more than 70 with 1000 posts or more. Now that is CONTRIBUTING!
A special congratulations to Rob, and to everyone else THANKS for your continued help and support.
Donncha: Corporate WordPress support is evil?
I suppose this slipped by me, but some pay services have recently started up for Wordpress. Of course, the debate and comments have already started of when something is offered for free whether it should all be free. Yada, Yada...
Toni announced yesterday the launch of the Automattic Support Network. This has of course attracted the attention of many blogs who have discussed the business implications but Peter wonders if WordPress.org support will suffer. Here’s another post on the same issue but Matt replies with an excellent rebuttal.
I very much doubt the support network will have any immediate effect on the level of support offered to non-paying users. The number of non-paying users will always vastly outnumber those who pay for support. What happens if commercial support adversely affects the time spent on non-paying users?
Read more from Donncha by clicking here.
