Wednesday, 19 April 2017

5 Tools Everyone in The Enterprise Industry Should Be Using


We often get emails and blogs daily which highlight and talk about  the newest tool that can automate a process, improve efficiency, lowers costs etcHaving looked at various such tools and used many of them, here’s a list of 5 tools which can positively impact the sales & marketing processes at enterprises.
1.     CRM -  Most companies use CRM system to keep track, engage & retain their customer base.  With the changing business environment, couple of points to be kept in mind while choosing a CRM would be
a.       Mobility – It should be accessible on mobile devices, best if it has a mobile app
b.   Detailed reporting – Should give detailed lead and opportunity report in graphical format
c.   Flexible & easy to integrate – The solution should be easy to integrate with other customer systems like cloud telephony, email marketing, marketing automation platform etc.

2.   Marketing Automation- A tool that automates repetitive tasks like email, social media posting, website tracking etc. This tool integrates the functionality of various marketing tools and provides a single view of all marketing activities. A basic checklist for selecting a marketing automation would be-
a.      User friendly – The system should be easy to use and creation of various work flow diagrams be made  easy with minimal intervention of the tech team
b.    Should have lead scoring –  For proper management of all leads, leads scoring has become very critical part of marketing automation. It increases efficiency of the inside sales team and helps in lead nurturing.
c.       Integration & API – System should be easy to integrate with CRM and other tools .
d.    One platform -  It should be a single platform for all digital marketing activities like blog management, Social media monitoring, SEO, Web analytics, drip campaign, lead nurturing, A/B testing etc.

3.     Google Analytics - It is must tool if you are doing any marketing activity, the basic version is freely available. It can help measure your marketing RoI and track all activities on website.

4.     Live Chat Today most of the customer prefer a quick chat before signup or requesting for a demo, the live chat is the best tool if you want to engage and convert website visitors to prospects. Many companies also prefer it for customer support and service and it increases the efficiency of support team as a single chat executive can handle multiple chat and provide prompt service to the customers.


5.     Telephony solution (CTI Integration) – A solution is required for a seamless communication with the customers. Using cloud telephony, you can record and track all customer conversation, get detailed call analytics, have personalized conversation etc. It can be optimally used   by integrating with the CRM system(check benefits of CTI integration).  
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About Us- Ozonetel.com is a Deloitte fast 50 technology company catering to the Contact centre needs of over 500 enterprise customers in India - HDFC Bank BigbasketShaadi.comZomatoHULAbhibus. just to name a few.
                          
                                                  
                                                                                                                                                
Wednesday, 12 April 2017

10 Signs You Should Invest In Cloud Telephony


Whether you are a startup or a well-established company you would be on a continuous lookout for tools which can improve your customer’s experience. What if there’s a tool which covers your customer support, sales & marketing function – all in one? Cloud telephony offers businesses flexibility in organising all the customer touchpoints by tracking, monitoring & recording all conversations.

So what could be those signs which highlight the need to adopt cloud telephony now, more than ever? Let’s look at 10 of them

1.    Unable to track customer calls
a.    What happens to the calls made by your customers during after-office hours or on holidays?
b.    Even during office hours do you have a report showing all the calls made or received during the day?
2.    Unable to track sales calls
a. Recording sales calls can give you better insight into your sales team’s capabilities and customer queries. The recordings can be referred in the future too.
b.   Many companies have sales executives in the field making & receiving calls. Like in financial services – banks, insurance firms, other financial services where-in executives travel extensively on sales calls. Often customers come up with issues related to wrong sales, wrong pricing etc. Cloud telephony can help such firms ensure all business calls are made using a virtual number which will track, monitor and record all such calls.
3.    Unable to track marketing ROI
a.    Mostly, digital marketing campaigns are tracked via actions & updates in the CRM. After that automated workflows kick in and actions are taken as per the user cohort & preferences. Linking up telephony can ensure that calls too can be triggered linked with the CRM workflow. Again – this is very relevant to the Insurance industry where-in calls have to be made as per certain regulations.
4.    Hardware becomes obsolescent every 2-3 years
a.    In addition to facing a risk of hardware becoming obsolete, annual AMCs need to be doled out to ensure everything is functioning normally.
b.    Backup in case of system failure is expensive as additional hardware needs to be positioned
5.    Need to maintain an IT admin team to monitor network & IT infrastructure
a.    At a minimum, an IT admin will have to be positioned to take care of the call system related hardware & software for troubleshooting. This cost too can be avoided by adopting cloud telephony.
6.    Software upgrade is costly & time taking
a.    Incompatible with existing environment – device, operating systems
b.    Need to upgrade frequently with the latest fixes and features
7.    Lack of timely response to customer queries on social media
a.    An integrated CRM and calling solution enables executives to view all customer interactions in a single window and respond in real time.
8.    Unable to handle call volume during festive season or promotions
a.    With no dependency on hardware or software, scaling up or down can be done easily on the cloud.
9. Having to block funds for hardware in CAPEX while business growth is unpredictable
a.    Especially relevant if the business is a startup. Often the demand 6 months down the line is not predictable and investing in CAPEX related to hardware could end up blocking money.
10. Looking at automated solutions which can scale up or down. Additional functionalities which can be availed with cloud telephony are
a.    Using outbound IVRs to run large scale surveys, send automated message or calls to the customer database and much more.
b.    Missed call campaigns can be run linked with marketing campaigns, customer feedback and so on
c.   Automate standard queries via an IVR system – relevant to BFSI segment where-in customers often have repetitive queries, which can now be automated at the IVR level itself instead of needing to connect to the call center.

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About Us- Ozonetel.com is a Deloitte fast 50 technology company catering to the Contact centre needs of over 500 enterprise customers in India - HDFC Bank BigbasketShaadi.comZomatoHULAbhibus. just to name a few.


Wednesday, 5 April 2017

Use a dialer to reach your Zoho leads

Call center dialers are very productive tools. They improve your agent productivity tremendously by removing the need to manual dial the leads. It has been shown that you can dial 10x more leads using a dialer.

So if you have a large number of leads and less time to reach out to them, it makes perfect sense to use a dialer.

In this blog I will show you a way in which you can use a dialer to reach out to the leads in your Zoho CRM. We will be using the Cloudagent dialer to make the calls and the Zoho phone bridge integration with Cloudagent for seamless integration between Zoho and your call center.

The basic flow is
1. Export your leads from Zoho.
2. Import your leads into Cloudagent
3. Start dialer and start making calls.

The steps along with screenshots are shown in the below presentation.



4 easy steps to manage your inbound leads better


Setting up outbound campaigns for lead generation has become the “thing” to do these days – Cold calling, telemarketing, Email blasts, Automated IVR blasts and so on. Given this mindset, it’s time to take a step back and evaluate whether all inbound prospects are being handled the right way.

Let’s take a look at a simple 4 step process to ensure inbound leads are handled efficiently

STEP 1 - Identify all relevant channels to be tracked

A seemingly easy sounding step that has gotten complex given that the number of channels that prospects can reach out has grown multi-fold. If we have to just consider a text based enquiry, this can be done now via (noting only a few)
  • Incoming SMS
  • Website live chat
  • Facebook messenger chat
  • Twitter comment
  • Linkedin comment/post
As per your Buyer’s persona, a list of such channels need to be made and a process set in place which can help monitor all the communication.
Making a call is often the easiest way to reach out, for prospects, especially in India. Keeping this in mind, we, at Ozonetel, have kept a Toll free number visibly published on our home page for prospects to call. Though I see that many companies have avoided this practice and keep the number hidden in the “Contact us” section or somewhere at the bottom of the page.

STEP 2 – Set in place a process to handle these enquiries

Let’s take a look at our own call flow process for incoming enquiries.

We use our own in-house Cloud based call center solution to handle all the calls landing on the company toll free number. We will address the system capabilities more in the next step. As of now, we look more at the process to be in place to ensure timely and effective handling of calls. As you can see in the flowchart below, even a simple call handling process has to be made fool-proof with backups, alerts & reports to ensure a speedy resolution of enquiries.



For B2C businesses, especially ecommerce, a large number of calls would be order/support related and having a system in place to address these calls gives real time view of the entire operation.
  • Is the SLA for inbound calls being adhered to?
  • Does the support team need to be expanded?
  • Should the query resolution be automated for standard queries?
  • Can priority be given to repeated missed callers?
  • How to ensure that all calls are handled?
  • What fallbacks can be put in place in case of a peak load scenario?

STEP 3 - Identify the software or system which can help you streamline this flow & be fool-proof

A similar process flow as shown above needs to be put in place for handling other channels too. However, the dilemma that most owners will have is, how do we handle different channels – do we dedicate executives as per channel? If so there’s a possibility of under-utilization and sub-optimal performance due to the unpredictable flow.

Running an Omni-channel contact center is the answer to the question of how to handle multiple channels at the same time. Now, executives can view all customer conversations in a single window, whether Call, SMS, Live chat, Email or Social media.

Below is the screenshot of our multi-channel contact center which helps us monitor all our enquiries. The required alerts, notifications and reports can be configured to reflect real time information and keep all the stakeholders updated. There’s no more a need to depend completely on individuals to ensure the process is being adhered to.

Step 4 - Assign responsibilities

Now that a process is in place and a system which can throw up all relevant data, what remains to be made is a performance dashboard which can be in lines with the objective of the company. Providing incentives for process adherence is the best way to ensure a smooth functioning system.
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Ozonetel.com is a Deloitte fast 50 technology company catering to the Contact centre needs of over 500 enterprise customers in India - HDFC Life, BigBasket, Shaadi.com, Agarwal packers,DHFL PR America, HUL, United spirits, BNP Paribas, just to name a few.


Monday, 3 April 2017

Streamline business communication – Integrate salesforce with a telephony solution


Salesforce is one of the most popular CRMs and is used across multiple industries, to streamline their marketing, sales and support services
  • Is your customer communication process hassle-free and seamless?
  • Are you able to track incoming calls on your business phone/toll free number?
  • Do you know, how your sales reps are talking to prospects/leads?
  • Are the executives toggling between the call center solution & your CRM?

These are some of the questions that a business head or CIO of the organization would be bothered about.

CTI Integration with your Salesforce CRM helps build a more seamless experience for your customers. Your executives need no more to log into multiple screens to update customer conversations & queries.

Ozonetel’s call center product “Cloud Agent” is deeply integrated with the Salesforce CRM, and is used by many companies. Few of our customers in this segment are
Urban ladder, Industrybuying, Brigade group


Let’s walk you through the key features of Ozonetel Salesforce CTI integration
  1. Personalized greeting to callers – For all incoming calls, agents will get a screen popup with customer details. 
  2.  Click2Call on CRM – Executives can directly call from CRM, just click on call widget to initiate an outbound call
  3.  Enhanced customer service – While call is going agents can update customer information, they can avail advanced call controls like hold, mute, transfer and conference to resolve the customer queries.
  4. Call recordings and real time call monitor – All the incoming call be recorded and you can also hear and monitor ongoing call
  5. Live dashboard and live analytics – Get a real-time view of call center performance and detailed reports few key metrics of call center are metrics average talk-time, average pick-up time, call connect ratios etc. We provide more than 70 reports to give complete data drive view of our call center.(Read key metrics required for a call centre).
Ozonetel call centre solution is readily integrated with all major CRM and ticketing solution, for details check our integration page (Read More)
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Ozonetel.com is a Deloitte fast 50 technology company catering to the Contact centre needs of over 500 enterprise customers in India - HDFC Life, BigBasket, Shaadi.com, Agarwal packers,DHFL PR America, HUL, United spirits, BNP Paribas, just to name a few.
                       





Tuesday, 28 March 2017

Are you still using traditional phone system for business calls?


Information is a source of learning. But unless it is organized, processed, and available to the right people in a format for decision making, it is a burden, not a benefit" - William Pollard

Manual calling via a telephone or mobile phone is a conventional way of reaching out to the targeted customer segments. In this information age when companies are adapting digital technologies and moving to data based decision making, the manual calling process is outdated and it should be revamped to suit the current business environment.

Why manual calling is outdated?
  1. Cannot record the calls –  There is no call recordings, you don’t know how your executives are talking and what they are talking? Cannot do any analytics on customer conversation.
  2. No data points on number of calls - One doesn’t have any data points on number of incoming sales calls, number of missed calls, how much time your executives are spending in each customer call etc.
  3. Low productivity -  If the outbound call volume is very high, lot of time is wasted in just dialing the numbers
  4. Inconsistent communication -   If the communication solution and CRM work in silos, nothing is recorded in the CRM and one cannot recollect every point discussed during the last business or sales call with the customer.
Cloud Telephony technology offers simple ways to overcome all the above issues and also keep your organization updated with the latest in communication tech.

How cloud telephony can help businesses
  1. Call Recording – All the business calls will be recorded, you can use it for quality monitoring and better customer service, even the field calls can be recorded.
  2. Automated dialing –  You can automate the outbound calling process by using dialer. Auto dialer deceases calling time and increase agent productivity (Read More)
  3. CTI Integration – Experience seamless communication by integrating Call solution with the CRM, you can initiate call from CRM, get customer info for incoming and outgoing calls. (Read More)
  4. 24/7service to generic queries – You can standardize many customer queries by providing automated answer to generic queries, customer can
  5. Auto Attendant – No need to have any receptionist, using IVR you can directly forward the call to the right department
  6. Detailed Reports – Any advanced cloud telephony solution provides detailed call analytics and reports, which helps in decision making.
  7. Manage a distributed team – Cloud telephony can help you to setup distribute teams at multiple location and supervise  all the teams from a centralized location .


Cloud Telephony is a flexible solution and provides a complete solution required to track the customer life cycle, and it is used across verticals in different scenarios.

Ozonetel Communications(ozonetel.com) is a Delloite fast 50 technology company catering to the Contact center needs of over 500 enterprise customers in India - HDFC Life, WIPRO, GE, Shaadi, Agarwal packers, BNP Paribas, DHFL PR America, just to name a few.

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Wednesday, 22 March 2017

Why businesses need to record their sales calls


After speaking with multiple companies across many verticals, one key aspect that was missing is the recording of each business conversation.

"Recording your business calls is equivalent to making notes, only more seamless".


If you run a business interacting with customers, you should be able to relate to atleast one of these scenarios.
  • As an MD of a company, my cousin was mentioning that he has no clue what his field sales team is speaking with the customers. We all know where that leads to – wrong sales, wrong commitments, incorrect sales pitch and so on. Specific to the education sector, businesses can take a few pointers from our provided solution here.
  • Sales of your business is increasing on account of newer customers and not so much due to existing customers. As a business, have you been able to understand why? Are your customer care calls monitored? Do you have a system which can detect anomalies in the way your customer care team speak?
  • Does your sales team struggle to recollect what was spoken with a particular customer? What was the name of the customer? What was the name of the company? Which competition’s product are they using?
  • Do you recollect every point discussed during the last business or sales call with your team?
  • Is your customer making wrong allegations about discussions had with your sales, support or technical team?

In fact, every business owner I have met has appreciated the importance of this simple feature. But why is there a delay in implementing it then?

Recording the calls is only one aspect of a superior communications platform that can be used to improve customer care and build on customer engagement. But it’s a start.

Cloud telephony offers simple & easy ways for businesses to get started.
  • Not only do you get the benefit of call recording, now one can project a professional image to all callers with a “Welcome message”. It could be as simple as – “Thanks for calling XYZ company, we are connecting you to our support/sales team”.
o   All calls get recorded
o   Alerts can be created in the system for all calls – answered or un-answered
o   Connect callers to the right department in your business
o   Provide contextual & personalized information to all callers

In effect, no more missed business leads!
While telephony enables you to take care of handling your business calls, a robust CRM can enable your teams to better the customer experience. Ozonetel has done numerous implementations of CRM bundled telephony solutions for business across 20+ verticals.(Read More)
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Thursday, 2 March 2017

Bots are coming!! Will they take away the call center jobs?


Automation, AI and bots are one of the most hyped words in technology these days. One sector that could be affected by emergence of bots is customer support or in layman terms “call center”. Many experts have also predicted that the call center job, manned by a human, is coming to an end and all the call center works will be automated by a bot.

Let’s understand this in detail-

What is a bot?
The word “bot” is derived from robot. It is a machine/program that can interact with people using AI (artificial intelligence) techniques such as NLP (natural language processing), speech analytics, video processing, and past data analytics.

In the customer service industry, a bot can be a chat bot “a bot that can do text based interaction via website live chat or social media chat” or a voice based bot “a bot that can speak and converse with the customer in their language”.

How is it used in the industry?
Few companies have started using bots for customer service but mostly limited to chat support. To look at a few examples -
  1. CNN, the Wall Street Journal – The Facebook chat bot is used for giving interactive news and customers can also subscribe to news alerts using the bot.
  2. TransferWise, a UK based International money transfer startup uses the Facebook bot to assist people in money transfer. (http://www.businessinsider.com/transferwise-adds-facebook-messenger-chatbot-2017-2?IR=T)
  3. Bank of America “Erica” –  Erica is a voice based bot which recommends and suggests the right banking products & features beneficial to their customers by using real-time and past data.. It also recommends the steps need to be taken to improve credit ratings of an individual.
  4.  Starbucks Virtual Assistant – Starbucks is going to launch a virtual assistant called “My Starbucks barista” which can  take customer orders by voice or a chat. Customers can furthermodify the order and also order their favorite foods.
  5. BigBoss Facebook bot – Big boss is a famous realty TV show in India, using the bot viewers can get basic details about the contestants 24/7 and also respond to basic queries. It has been developed by Ozonetel Communications.

If you look at these examples, none of these bots are anywhere close to a human interaction and none of the above services would be a replacement of the human workforce in customer support. Bots are typically useful in

  • 24/7 chat support - Companies can respond 24/7 to social media chat and live chat
  • Generis queries and repetitive queries
  • Upselling & cross selling – The bots can do high level of data analytics and help in upselling, like Bank of America’s“Erica”.
  • New service – In the future we will see new products for customer service using bots, like BoA “Erica” or Starbucks “virtual assistant” 
What customer prefers?
Recently Talkdesk had done a primary research on customer preference for support role and what customers feel about chat support
  • 93% of Americans agrees that they value a company who staffs people for support instead of a bot
  • 88% of Americans agrees that customer service experience is better with a live person instead of a bot
  • 79% agree that talking to bots is a waste of their time. (Read More)

Well the results look optimistic for customers favoring a live person support but it doesn’t take much time to change customer preference. The result of survey can change in coming years.

Why bots can’t replace humans in customer support
  • Language – Learning a new language and communicating is a complex task even for humans. In comparison, to build this intelligence in bots which can understand languages and the underlying subtle nuances will be a mammoth challenge.
  • Detecting human emotions - Detecting emotions, sarcasm, and humor is still a distant beyond the reach area for most bots, although ongoing research holds promise
  • Understand the process and human touch -  Customer support is not only communicating an information, the support has to take care of many things like process flow, SLA, the context, customer life-time value and understanding of product/service . Developing and training a bot that can do all the activity of a call center representative with a human touch looks a tough job.

Finally, whenever new technology is adopted certain job do get affected, but new role also emerges.

Written by,
Abhay Kumar

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About Ozonetel: Ozonetel is a pioneer of  Cloud Telephony and cloud contact center in India. We are currently serving 1000+ customers across 20+ verticals.

Our platform is integrated with facebook chat bot, if you want to build a facebook bot based application. Just signup for a free demo