A wonderful graphic depicting Customer Service role in resolving complaints. We use social community based complaint solving mechanisms.
Showing posts with label Complaints. Show all posts
Showing posts with label Complaints. Show all posts
Monday, 21 January 2013
Community Manager in resolving the Complaints
The role of Community Manager - in resolving complaints
A company’s community manager is uniquely cross-functional, touching and bringing value to every part of the organization. The social customer expects to interact with your entire company, not just support. They expect their voice to be heard and responded to quickly.
According to Wikipedia: While the term "on-line community manager" may not have been used at the time, the role has existed since on-line systems first began offering features and functions that allowed for community creation. On-line community managers may serve a variety of roles depending on the nature and purpose of their on-line community,
Every 4th Monday of January social media professionals gather around their warm, cozy monitors to toast Starbucks and sing viral video carols — all to celebrate Community Manager Appreciation Day. It has emerged as the main public face of the social media efforts for most companies. Some companies choose to use junior level employees to manage their online communities, while others commit large teams with hierarchies to the task.
Every great marketer knows that content is king. Provide your customers with interesting, relevant content, and they will continue to frequent your blog, website, Twitter account, etc. But coming up with content that is genuinely valuable to your customers (not just pushing out sales-y marketing content) can be challenging and put strain on resources. Plus, in the social age, your customers trust the opinions of their fellow customers much more than they trust your marketing messages.
When someone starts posting complaints about the organization, you need to be the one to bring up those concerns to get these issues fixed. You have to be able to offer your honest, unbiased opinion. After all, you’re the advocate for the community, not a mouthpiece for the development team.
In resolving the complaints the community manager plays the various roles: Referee, Ombudsman, Party Promoter, Comedian, Teacher, Inspirational leader, Helpdesk, Psychiatrist and writer.
The goal of product development companies like us has always been customer satisfaction, but now that customer reactions are louder, faster, and easier to tap into, product development, marketing materials, and customer support should reflect that by being smarter, nimbler, and more relevant than ever. The more you understand the things that concern them and can provide relevant, valuable insight (or even a product) which addresses those things, the more they’re going to reward you with their business and loyalty.
This is the philosophy behind integrating complaint handling along with our SCM software for Oil & Gas Industry.
A company’s community manager is uniquely cross-functional, touching and bringing value to every part of the organization. The social customer expects to interact with your entire company, not just support. They expect their voice to be heard and responded to quickly.
According to Wikipedia: While the term "on-line community manager" may not have been used at the time, the role has existed since on-line systems first began offering features and functions that allowed for community creation. On-line community managers may serve a variety of roles depending on the nature and purpose of their on-line community,
Every 4th Monday of January social media professionals gather around their warm, cozy monitors to toast Starbucks and sing viral video carols — all to celebrate Community Manager Appreciation Day. It has emerged as the main public face of the social media efforts for most companies. Some companies choose to use junior level employees to manage their online communities, while others commit large teams with hierarchies to the task.
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| source: http://socialfresh.com/community-manager-report-2012/ |
Every great marketer knows that content is king. Provide your customers with interesting, relevant content, and they will continue to frequent your blog, website, Twitter account, etc. But coming up with content that is genuinely valuable to your customers (not just pushing out sales-y marketing content) can be challenging and put strain on resources. Plus, in the social age, your customers trust the opinions of their fellow customers much more than they trust your marketing messages.
When someone starts posting complaints about the organization, you need to be the one to bring up those concerns to get these issues fixed. You have to be able to offer your honest, unbiased opinion. After all, you’re the advocate for the community, not a mouthpiece for the development team.
In resolving the complaints the community manager plays the various roles: Referee, Ombudsman, Party Promoter, Comedian, Teacher, Inspirational leader, Helpdesk, Psychiatrist and writer.
The goal of product development companies like us has always been customer satisfaction, but now that customer reactions are louder, faster, and easier to tap into, product development, marketing materials, and customer support should reflect that by being smarter, nimbler, and more relevant than ever. The more you understand the things that concern them and can provide relevant, valuable insight (or even a product) which addresses those things, the more they’re going to reward you with their business and loyalty.
This is the philosophy behind integrating complaint handling along with our SCM software for Oil & Gas Industry.
Friday, 18 January 2013
Saying bye to Joomla
Today we have revamped our website.. It was earlier done on Joomla. We are now using HTML 5 technology and updated our website. Though Joomla was easy to use and customize, the earlier website was very heavy and had lot of unnecessary stuff. Instead of cleaning it up, we felt let us give a new look as there is a change in our management as well.
Thursday, 10 January 2013
Cloud Computing
Windows Azure
How to use Hyper-V based virtualization:
1. Install Windows 2008 R2 Server.
2. Configure the system to have a static IP Address.
3. Using Server Manager, add Hyper-V Role.
4. Create virtual machines as required.
5. Install the required OS, software etc.
6. Now you have the required .VHD file. When ever you need any new virtual machine of similar kind, simply use the earlier .VHD created in step 5.
Our corporate blog is at http://enggdevelopermark.wordpress.com/
Cloud is a big boon for organizations with small IT departments and less investments towards dedicated hardware. Security is another important feature here to consider. At the same time, important tasks like Backup of data etc is taken care by most cloud service providers and they do strict SLA of 99.99% uptime. Therefore, most of your worries are taken care by some one trusted.
When you host
an application under Windows Azure, details like your application’s deployment,
keeping the servers up-to-date with the latest patches, ensuring the
application is running, phasing out old hardware is handled by Microsoft so
that you can focus on creating your application. Deployment and management of your service is automated by relying on a clear
definition of your application’s structure and configuration, with all of the
actual work of ensuring that your application is deployed and kept running.
Windows Azure was designed from the ground-up to provide an open,
standards-based and interoperable environment. All communications with Windows
Azure support standard internet protocols, including HTTP/HTTPS, REST, SOAP,
and XML. Beyond this protocol interoperability, developers can implement their
applications using a wide range of technologies including (but not limited to)
the Microsoft.NET Framework, Java, and PHP.
The Development
Environment
The Windows
Azure SDK ships with a complete development environment that allows you to
develop and debug your applications locally without needing to deploy the
application to the cloud. In fact, you can fully develop and test most of your
application’s code before you even get an Azure account.
Although you do
not need to have Visual Studio to use the tools in the SDK, there is deep
integration with the local “cloud in a box” that simplifies development, debugging
and deployment through the Windows Azure Tools for Visual Studio. You can use either
the full editions of Visual Studio as well as the free edition of Visual Studio
Web Developer Express.
For more information visit:
1. Install Windows 2008 R2 Server.
2. Configure the system to have a static IP Address.
3. Using Server Manager, add Hyper-V Role.
4. Create virtual machines as required.
5. Install the required OS, software etc.
6. Now you have the required .VHD file. When ever you need any new virtual machine of similar kind, simply use the earlier .VHD created in step 5.
Our corporate blog is at http://enggdevelopermark.wordpress.com/
Cloud is a big boon for organizations with small IT departments and less investments towards dedicated hardware. Security is another important feature here to consider. At the same time, important tasks like Backup of data etc is taken care by most cloud service providers and they do strict SLA of 99.99% uptime. Therefore, most of your worries are taken care by some one trusted.
Wednesday, 9 January 2013
Complaints
Complaints, also known as Service request are essential part of any Customer facing application. Our cloud based solutions for Oil and Gas industry includes Account management, Contact management, Complete product and pricing configurations, dynamic email import wizard, complete customer interaction handling right from Opportunity to Order. After sales cycle is over, then service phase kick starts.
Check our youtube video: http://www.youtube.com/watch?v=n0y0Ut3tWss
We have included Compliant handling module to our solutions. We will add more this blog as once this integration is complete and we get Beta Testing results. Find below some of our application screenshots.
Shown here are Account, Contact and Opportunity Management. More to follow.
Most customers hate to talk back to a company to complain about a product that they are experiencing difficulties. If you receive such a complaint, you have to treat that as an opportunity to serve your customer better, to know the defect in your process or product and have an opportunity to correct it. This mindset you must plant in all your customer facing employees.
Check our youtube video: http://www.youtube.com/watch?v=n0y0Ut3tWss
We have included Compliant handling module to our solutions. We will add more this blog as once this integration is complete and we get Beta Testing results. Find below some of our application screenshots.
Shown here are Account, Contact and Opportunity Management. More to follow.
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| Account Management |
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| Contact Management |
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| Opportunity |
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