The Bottom Line About IT Support

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Why You Should Try Outsourcing

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Be The Storyteller Everyone Will Love

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The Bottom Line About IT Support

In the early stages of developing an IT support business, the owners typically wear all the hats: the sales hats, the technical hats, and the administrative hats, until the company has established enough of a client base that it can justify delegating certain things to a salesperson or a couple of different technical people. In this article, you’ll learn why you need to wear so many hats in the beginning and when to start handing the hats to someone else.

Why So Many Hats are Important in the Beginning? Many people come to me and say, “Well, I’m just the owner. I’m an entrepreneur. I’m good at pulling it all together, but I’m not really a techie. And I’m not really the sales guy. What should I do?” I’m going to be very blunt. You’re behind the 8 balls already because a lot of your local competitors are wearing all of these hats, especially during the startup phase of their IT support business.

In a lot of cases, your it consulting firm is going to be competing for these sweet spot clients against one-person consultants who may be working out of their homes with extremely low overhead. These are the rare folks that are pretty good technically and happen to have pretty good sales-oriented kinds of personalities.

When to Start Passing Out Hats? That’s not to say that you couldn’t have a good technical person and keep him or her very busy and a good full-time salesperson. Typically, however, your IT support business evolves over time. The owner starts out by being both the salesperson and the technical person. As the company gets busier, your firm starts subcontracting out some of the overflow work or work that is not up against your tasks. This frees you up to go out a little more on sales calls.

Then, when you get to the point where you have a couple different subcontractors that you consistently sending this work to, your light bulb will start to go off. You realize for the money your firm is spending on subcontractors, you could put someone on the payroll.

The Bottom Line about IT support? Keep in the back of your mind that some of your competitors are going to be able to be skilled at sales and technical issues right off the bat. And they may give you a run for the money. You will want to think about this issue carefully as you start to position your business.

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Why You Should Try Outsourcing

The world of business has dramatically changed and continues to rapidly change every single day. And what we know yesterday might as well be considered a thing of the past tomorrow. That is how fast the business world is changing. So companies all over the globe have to learn to adapt and do it fast.

Before, the business trend is to be a jack-of-all-trades. To be successful, a business has to have everything a client needs in one roof-a one-stop shop. And companies of olden times try to do just that. Hire all the kinds of personnel they need for every department in their company. However, that is a thing of the past now. The economic market today requires specialization. Consumers want to have every product or service tailored to their particular need. Consumers don’t want generic products anymore.

They want special treatment and the best of quality service they can get. So, having everything under a company’s roof does not seem useful anymore. Keeping all business processes under one roof now proves not only to be costly but impractical as well. This is because monitoring each and every one of them to ensure the best quality is served and tailored to every client need has become tedious and almost impossible. Keeping experts in-house is also proved to be expensive in the long run.

The need for specialization and focus on the company’s real core business has spun the trend of hiring Business Process Outsourcing companies, or what is more popularly known as BPO. Business process outsourcing companies have now sprouted and proliferated in countries where labor cost is not so expensive, such as China, India and the Philippines, and lately, the Middle East.

BPO companies in these countries and region provide services to bigger, more often multi-national, companies that want to focus on their core business processes so they just delegate generic tasks or processes that are of lesser importance, to outside provider or supplier of services.

The philosophy of companies these days is to “…do what they do best and outsource the rest.” And it is a very sensible philosophy at that. And more and more companies are catching on it. The list of services that are most commonly outsourced include HR solutions, accounting, financial services, Singapore licensed money lender customer care services, Call Centers, IT Help Desk Services, Marketing tools and solutions, and other nitty-gritty details that most companies want to be free of.

These are necessary business processes-yes, that is true. However, companies now realize that it is more practical to delegate these tasks and focus on sales or production, or whatever their company is all about.

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Craft Your Own Social Media Marketing Strategies

After spending time creating amazing content for your social media sites, the next essential
step to do is boost your online presence and convert it into sales. You need an effective
social media marketing to make it happen.

Here are the vital steps you need to take when creating your own strategies:

Step 1- Set objectives and goals.
Your objectives and goals will determine the best strategies that you should follow to
achieve your vision. The objectives act as your guideposts when your social media
campaign does not give you the results you are expecting. Goals help you gauge your
progress and success, allowing you to review the return of investment.

Step 2- Assess your social media usage.
Are your social media marketing strategies working for you? It is crucial to have a
regular assessment of how your various social media sites provide you with visitors,
customers, and sales. It helps you evaluate your own presence and compare it to your
competitors. You may need to update, upgrade, or delete non-working accounts.

Step 3- Enhance your virtual presence.
Complete your profile details. Update essential data like your contact numbers, site
description, etcetera. Refine and improve the look of your social media accounts. Rebuild
and recreate with your old and new audience in focus.

Step 4- Find your own social media voice.
You need to be unique and relevant. Every successful online influencer and seller use
distinct voice to attract their audience attention. One way to get an idea is to evaluate how
your competitors engage their customers. Another way is to look for successful industry
leaders and learn their social media marketing techniques.

Step 5- Post new content on a regular basis.
You need to create great content that is useful, beneficial, and interesting for your
followers. Without them, your social media marketing plan will not be effective. To
remind you of what you need to do, have a comprehensive calendar that lists down the
must-haves such as what days are you going to write the content, when are you going to
publish them, and how will you promote them.

An effective editorial calendar has the dates
and times you will post the blogs and share them on different platforms (Twitter, Facebook,
Instagram, Google+, Pinterest, or LinkedIn). It must also include your marketing campaigns
and other strategies that you may want to try.

Aside from following the steps above, be flexible and open to new ideas that will further
improve your social media marketing plans.

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Be The Storyteller Everyone Will Love

One of the secrets of compelling content is being an excellent storyteller. Storytelling is the
newest form of interactivity of social media marketing strategy.  By creating real-time
tales about the brand using your Instagram account, you gain new followers and reach
more people

But first, you need to reach out to the brand companies for the story takeovers. Email, fill-
out the form found on their websites, or direct message them to show your interest. Once
approved, you need to create and relate a real-time story.

Here are some tips for you:

Share a Unique Experience
Every day, many stories are shared in the Instagram. If you want to stand out, go beyond
the ordinary. Create an awesome narrative story. Use a distinct angle that will drive
followers into your Instagram account. Shoot with a cinematic or quirky style. Test the
product using a different experience in an exotic location.

Post your takeover to invite followers. Use Instagram Live to talk about the exciting event.
Use a descriptive video or photo, cross-promote it in your other social channels, or direct
message your followers with the brand’s link to generate a buzz. Create a unique hashtag
that will make your takeover searchable. Use up to six hashtags in your Instagram content
to enhance your social media marketing strategies. Utilize the other Instagram features
emoji, filters, and polls.

Show your daily journey
Instead of just telling the story, let your followers inside your life and show them your daily
activities. Take the viewers with you from the moment you wake up and until you retire at
night. Connect with others while promoting the brand or product. Show how it makes your
day better or easier. Provide memorable elements that will make your takeover instant hit
such as tips, interviews, and Q & A portion.

Make a strong finale
Finally, end up strong by making a call-to-action. Gather your views, questions, shared
screenshots, and other qualitative and quantitative metrics.

Apply these Instagram storytelling techniques to increase your viewership and influence.
Build strong relationships with your audience by utilizing storytelling as your social media
marketing tool.

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How to Market Your Brand

So, you know what a brand is. You know what makes up a brand and which parts of your company you might be able to exploit … I mean use, to define and manipulate your brand and the way you are perceived by the public. But, well, how?

The combination of So, you know what a brand is. You know what makes up a brand and which parts of your company you might be able to exploit … I mean use, to define and manipulate your brand and the way you are perceived by the public. But, well, how?

The combination of a successfully developed brand and the implementation of a great marketing campaign will do wonders for your business. Think of the TV advertisements that stick in your mind – what makes it so? What have they done differently? If you make a list, you’ll notice that each and every one of them has taken advantage of creative and innovative ideas. It is not enough to only have a great logo or great radio ads. The entire marketing package, when done properly, is your key to building your business into a wonderful success.

There are a great number of business tools that are widely accepted as forms of advertising. The key here is to put your brand on everything. That might not even mean to put your logo on everything (although in most cases it is advisable), but just to make sure that all of your business material fits in with the business image that you’ve already determined. For instance, if you have a particular corporate color that’s fairly unique (that is, it’s not black), you can use that to your advantage by putting all of your correspondence in color-coded envelopes. If your brand is a particular scent or perfume, make sure you’re always wearing it when you meet with your potential suppliers or customers. Brand everything.

You should have two main ports of call, depending on your industry: your business card and your website. These are the first places your customers will look for your information. If your brand isn’t apparent through these two mediums, you’re probably in a bit of marketing trouble. Stop reading, find a brand developer and have them redone. Right now. No excuses.

Marketing your brand need not be incredibly expensive or difficult. If you can understand that your brand is in everything you put forth to the public, you’ll become more and more in tune with the ways you can alter their perception of your business, or at least let them become aware that it exists.

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How to Ensure Customer Satisfaction With Call Centers

Call centers provide phone-based services to clients or customers either in the private or public sector. Call centers have become an important communication channel to acquire new customers as well as to support existing ones. During the past few years, the number of call centers and the number of employees or agents has been growing rapidly demonstrating the increasing importance of call centers.

The direction in which the contact between the customer and the agent is distinguished through inbound and outbound call centers. In inbound call centers, the agents receive calls from outside customers, and therefore these call centers are driven by random customer call arrivals. In order to achieve customer satisfaction, short expected waiting times are important. The performance can also be measured by waiting times, availability of service, or customer abandonment.

Inbound call centers are there to receive calls from existing or potential clients. Normally, the quality of communication in these kinds of call centers, is perhaps more important than that of outbound call centers, wherein the agents initiate contact with potential clients. In case the client is the one to contact the call center, one thing can be certain: the client requires aid or information that the agent must be able to supply.

Typically, the client’s query can be answered by the first agent who takes the call. In that process, there is no waiting or lag time, and the client is assured that the company has the answers he or she needs. However, it is impossible to have an expert answer every single call due to the utter volume of inbound calls that a usual call center receives.

For this reason, most inbound call centers rely on a tier system in order to deal with several incoming calls. Also called the multi-tier support, the tier system is a foundation of call centers handling inbound calls. In this instance, the client who has a specific question or complaint about a product he or she has purchased from the company, the first tier employee can transfer the call to a technical support specialist.

However, most inbound call centers that use the multi-tier support system have a total of three tiers with the third tier consisting of developers or engineers of the technology or the product. Through this, the majority of customer requests and questions can be dealt with effectively and quickly. Basically, if the client is satisfied with the responses and if there is no waiting time, the call center is doing a good job. The importance of satisfactory communication should not be underestimated.

Aside from the multi-tier support, technology also has a role to play in facilitating the company’s method in dealing with inbound calls. The data received from inbound calls are normally recorded and reported making the call center effectively predict the type of information and the number of agents in each tier that at which the calls are transmitted between agents continue to develop and calls can be answered faster. The technology that minimizes the waiting time and answers and transfers call quickly often leads directly to increased customer satisfaction.

However, the use of technology will always be a support instead of a substitute for human interaction. The agents or the employees remain the backbone of inbound call centers and the only means of ensuring customer satisfaction and preservation is through the quality of communication.

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