Today’s IT help desks are experiencing a remarkable shift in the way technologies are developed, implemented, and consumed. IT helpdesk software and applications are evolving faster than ever before, with myriad cloud-based solutions emerging to replace the dull on-promise solutions of the past generations. Every organization need to be more alert and ready to meet the dynamic expectations of the new generation tech savvy customers. To stay ahead of the curve, therefore, your organization should be updated with current IT helpdesk trends, including:
In the 1980’s, only two channels of communication existed: face-to-face and phone. Today, however, things are different and your organization must be ready to handle chats, emails, apps, and texts among other ways that customers use to communicate. Although the cost of keeping up with technology is on the exponential rise, your organization must be ready to invest in a few helpdesk software trends to avoid customer frustration.
Enhancing customer experience via predictive and personalized technology
Today, remote support software will not sufficiently enhance your customers’ experience unless it is personalized and predictive. Customers are more pleased when they can call your organization about an issue and your system recognize them and anticipates the enquiry. In a nutshell, helpdesk technologies that make customer experience flawless and faster will be the norm.
More Customized apps
Your organization should invest in customized apps that make it easier to track its customers’ purchase patterns, channel activities, and communication patterns. Such apps can also be used in promoting new product offerings and other incentives to a company’s loyal customers. You need to keep all customer experience related information up-to-date by incorporating engaging and innovative features to keep your tech savvy clients interested.
Leveraging on self-service portals
There is no need for customers to wait to talk to your customer care or agents. Many users continue to embrace self-support services that help them solve their concerns by themselves. Self-service portals offer online communities a wide range of knowledge bases, forums, and FAQs, ensuring timely support. So implementing this new trend will not only allow your organization to enhance its customers experience but will also go a long way in saving time for your company and your customers.
By and large, when it comes to enhancing customers’ experience with helpdesk or remote support software, user’s expectations cannot be left behind. The new generation of tech users expect the latest and the most convenient technologies, including mobile compatibility. This necessitates adoption of continually evolving portfolio of helpdesk technologies and apps that your organization must support while being empathetic and responsive—all without increasing your operational costs.
Small businesses play an important role in the chain of economic relationships involving public and private companies. Bigger and more established corporations have seen fit to outsource key components of their operations to smaller and more nimble businesses to increase operational efficiencies. As players in a vast commercial market, small companies have to follow the same guidelines as the big players when it comes to critical aspects such as information security.
Before electronic storage became the industry standard, security shredding of records containing classified information was sufficient to minimize the risk of information falling in the wrong hands. Mobile communication and wireless technology are game changers because they complicated the task of securing data exchanged and stored electronically.
Why Small Businesses Should Care About Data Security
As a crucial cog in the economic machinery, small businesses need to pay close attention to securing information, especially high-value data that may impact competitive edge and reduce profitability. Businesses that depend on each other to fulfill certain parts of their operations will have to share confidential information. Big corporations, because of the extent of their exposure and liability, are at the forefront of efforts to improve security protocols through advanced encryption software and use of holographic passcodes, to mention a few proactive measures.
However, some small businesses have taken a more casual approach to data security, believing that they are too small to be targets of hackers and fraudsters. This is not a constructive attitude for small businesses who are partnering with the big boys, no matter how small their roles are in the flow chart.
In a world that runs on information, data protection is as much an operational strategy as it is a fiduciary obligation. Once a business becomes privy to information shared by another in the course of their dealings, it is understood, if not mandated, that both entities observe confidentiality of information. This includes any type of unauthorized disclosure and preventing access by any parties not authorized to do so.
Hackers have realized that a convenient back door to a company’s secure operations reside in third party links. These links may include suppliers, outsourced contractors and other service providers. Hackers have targeted small businesses in increasing numbers to access information related to their big clients. Failure to implement effective security protocols are exploited by savvy cyber crooks to gain information that can be turned into profits.
Consequences of a Security Breach
Failure to implement data security measures will compromise information and business relationships. Consequences may include termination of lucrative contracts, loss of potential business due to credibility issues and public relations headaches. A data breach can also lead to lawsuits by affected parties, investigations by government agencies and substantial fines.
For small companies who partner with big business clients, a security breach will have far-reaching effects that may affect their viability and business reputation.
In a competitive environment, access to high-value data can mean getting an edge on the competition. For this reason, hackers are constantly trying to exploit security loopholes to give themselves a backdoor access to a treasure trove of confidential data.
Information Security for Small Businesses
The first line of defense for small businesses would be adequate password protection for data-rich files. New applications have made it possible to use biometric devices including fingerprint scanners and retina readers. Touch screen interfaces allow for picture passwords requiring pre-set gestures to unlock a file or application software.
Internet-based transactions necessitate several levels of security. A system of verification should be in place so that only qualified transactions are fulfilled. Cloud computing has expanded the possibilities for web-based operations, but it has also added another area of vulnerability that can be mitigated with the use of
Additionally, small businesses need to establish a secure workflow so that only authorized personnel can have access to sensitive information. Encryption should be used for digital data exchanges.
The other side of the data security equation is proper disposal of unnecessary files. Best practices call for on-site security shredding of hard copies, DVDs, flash drives and other storage devices containing restricted information. Where on-site shredding is not feasible, radio-tagging files slated for destruction will add some measure of security to the process.
Information Security is a Mandate
When it comes to data security, small businesses need to do their part to make sure that sensitive data collected from customers and clients are managed properly to prevent a security breach. Malicious intrusion into secure files will compromise the information, expose clients to fraud and affect operations and profitability.
No one likes to speak to a voicemail machine, especially when they have a problem and are in need of immediate assistance. If the call is urgent and results from an emergency situation, the individual more than likely will hang up and seek help elsewhere, even if they’ve been a loyal customer or client for an extended period of time.
Highly trained staff
To avoid this pitfall, attract new customers and retain existing ones, services provided by a call centre should be incorporated into any business model where it is necessary for employees to communicate directly with others outside of their organization. Customers want to feel that personal touch when entrusting organizations with their business. Call answering services provide the perfect solution as they have highly trained staff on hand to take detailed messages and deliver them in a timely manner. This enables secretaries to easily prioritize messages and return calls in the order of importance during normal operating hours.
If an emergency arises, the call answering services are also available to quickly filter and dispatch the appropriate individual(s) within the organization if needed. This is especially important in the medical field since emergencies constantly take place, such as child birth, and obstetricians need to be reached at any time of the day or night. In addition, certain issues within households must be taken care of in a prompt manner to prevent catastrophic situations. For example, a pipe leak can turn into a massive flood in a short period of time, so plumbers and maintenance specialists should always be on-call should an event of this magnitude occur after hours.
Understanding the business
Call answering services are also beneficial because their staff members are often equipped with basic knowledge about the businesses that they are serving. This enables them to lead callers in the right direction and answer frequently asked questions. In some cases, the customer may not even realize that they are speaking with an answering service. Some services even have bilingual agents on hand to assist those customers who are not fluent in English.
All of these benefits are available to businesses at an affordable rate. Cost savings will result since the call answering service can be hired at management’s convenience. For example, if the services are only needed after hours and on the weekends, this would be perfectly fine. Perhaps the organization is having an important client meeting or would like to give the secretaries a break during the holiday party? This works as well. Some very small businesses simply want to focus on their products and services and can’t necessarily afford a full-time secretary to always be on site to answer the phone. This makes call answering services the perfect option for them.
Businesses can make voicemails and automated systems a thing of the past by using these services. They are cost-efficient, and assure that there won’t ever be a missed or ignored call. A human will always be available to make that connection with the customer, regardless of the situation at hand. For more information about Extend Communications, visit http://extendcomm.com/inbound-call-centre-services/