Thanks to advances in web browser technology, the long time dream of incorporating two-way real-time audio and video directly into a web page is finally here. Previously, proprietary plugins and applications such as Adobe Flash and Skype were needed if you wanted to talk to someone on your computer.
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ABC Bonding* has created a “virtual franchise” bail bond operation. Without increasing human resources, ABC now serves multiple counties, seamlessly and efficiently. ABC previously used a call answering service which it shared with its competition. However, the call transfer process along with the number of message inaccuracies was progressively choking its growth, and keeping ABC from getting ahead in the marketplace. Continue reading
Your virtual phone system can support your core business priorities, particularly those involving customer satisfaction. One of the primary strengths of small companies is their ability to tailor their service to customers with whom they have personal relationships and knowledge. Leveraging this natural advantage to its fullest becomes increasingly important as global supply chains and the Internet creates more competition in the market. While large companies may have natural advantages in bulk pricing and networks, customers of all shapes and sizes frequently continue to prefer responsive partners and vendors who can provide individualized service. Continue reading
Your virtual phone system can be used to support your core business priorities, including business growth. There are three key areas in which you need your small business communications to be as flexible and as agile as possible: during installation or start-up of the new business (or new technology implementation), as your business grows, and when planning and recovering from disaster. Continue reading
To understand the basic concept of “virtual telephone systems,” consider your company’s email. You probably don’t manage your own email server. You are far more likely to take advantage of a “hosted email provider,” like Yahoo!, AOL, Google, or one of the many other, smaller-named companies. These providers manage all of the back-end support to ensure that your email address “just works,” and you pay them a monthly or yearly fee. Continue reading
The single most important principle to keep in mind when you are ready to invest in any new technology is its strategic importance to your business mission. As business owners, you’ll only want to acquire technology that helps you:
Do you feel like your personal time is being encroached on by your work? With the increase in mobile technology, the separation between work and home has become even less distinct. Continue reading
Every growing business experiences the following scenario at some point:
A new advertisement or marketing campaign generates attention and more potential customers start calling, causing the business owner and staff to spend significantly more time on the phone taking orders or answering questions.
An increase in calls can often overwhelm small- and even mid-sized businesses as they try to qualify new leads, or answer general inquiries while still trying to maintain service quality elsewhere. Some hire additional staff, while others rely on the phone company to provide additional lines to manage the workload – but these options carry significantly greater cost than automating inbound calls. Continue reading
Ari Law attorneys focus on small business, litigation, intellectual property, contract and defense. Located in the financial district of San Francisco, they serve the entire Bay area as well as numerous other locations, including China.
Ali Aalaei, the Principal of the firm, noticed a discrepancy between the number of calls directed to the firm by a referral agency and the number of calls that the firm was registering. The referral agency indicated that they were missing three to five calls a week. Mr. Aalaei and his colleagues were shocked by the realization that they were losing potential business. This prompted further investigation into the customer experience of a caller to the firm. Continue reading
Do you remember your first job with a desk and phone? Did you have to use a company sponsored software program? Most likely the customer relationship management (CRM) program provided was unnecessarily complex.
With bulky, complex customer tracking software, the volume of data that needs to be entered, let alone accurately, can be daunting. Hundreds of fields such as time of call, notes, sales representative name, etc., etc., often require hours of data entry and additional upkeep time in order to have a viable system. If mistakes are made during the data capture period, they can significantly impact the customer. Some mistakes even lead to loss of the sale.
