Three Tools to Decrease Customer Response Times

Customer response time is one of the most underestimated strategies to grow your tech business to the next level.  When customers only have to put forth a minuscule amount of effort to talk to a support team, their loyalty increases and impression of the company improves drastically.  Whether the interaction is one on social media or an inquiry that takes some concentration to deal with, it is important to maintain a response that will meet or, preferably, exceed expectations of the customer.

Adam Toporek, author of Customers That Stick, found that 96% of customers who reported a high effort customer service experience were disloyal to the company in the future, and that 2/3 said they will not spend money with companies that require a high amount of effort to reach.  Accoring to the article “Consumers rarely get the two-way dialog with brands they want on social media” in TechJournal, studies from the Lithium Network Conference found that Leading-edge technology and a mature, strategic approach to measurement can help companies realize the full potential of responding and interacting with customers. 

There are a variety of tools businesses can use to organize and execute their specific response time goals. MobileDay’s use of VictorOps, FreshDesk, and Pivotal Tracker enable us to be as efficient as possible.

 

Freshdesk

FreshDesk helps organize and prioritize email inquiries from customers and creates the ability to forward certain emails to certain employees, as well as canned responses to respond quickly to common questions.

 

victorops

VictorOps has given MobileDay the ability to page specific employees based on the knowledge and expertise needed to answer a customer.  With certain tools and an emphasis on getting back to customers, MobileDay has achieved an average response time of 3.5 hours and that increases with paying customers, executives, and social media responses.

 

PivotalTracker provides a way for MobileDay to implement agile methods to craft the roadmap of the product.  We have several touch points with the customer including: Facebook, independent blogs, Twitter, Google Play Store reviews, Apple App store reviews, and customer support tickets. Different people handle these touch points, and Pivotal Tracker is the centralized location for us to submit requests internally. These requests are then received by the engineering team, and the priorities are laid out. This creates an organized system of internal communication that ensures delivery of the most desired features for our customers.

 

The use of these tools is critical to MobileDay’s short response time. We work hard to make sure all of our team members are fluent in the tools, and that they use them consistently.  Prioritizing inquiries, the right person being notified of a problem, and seamless internal communication are our keys to success.

MobileDay Advantage ensures that our clients have a Dedicated Success Team that is available 24/7. This requires us to have systems and procedures in place to make sure that if something comes up, not only will somebody be there to react, but it will be a person who has the skills to address the issue immediately.

Download MobileDay for iPhone or Android, or contact sales for more information on MobileDay Advantage

 

One-Touch Dialing – make life a little bit simpler

The guardian

One-touch dialing is all about productivity and making life a bit easier.

Previous to joining MobileDay, I recall a time when I was at my house getting ready for work and suddenly realized that I was already 1 minute late to a conference call. Panicking, I had to open my email and furiously search for the conference number. It was some obscure number coupled with a pin number AND a password. And I couldn’t find a pen to write it down. I finally found some lipstick and wrote the information on the mirror, and by the time I finally got into the call, I was about 5 minutes late and half crazed. Not the most productive conference call I’ve ever been part of.

MobileDay enables people to calmly dial into conference calls in the shortest time possible, without the use of lipstick as a writing instrument.

I found an article titled “How mobile enterprise apps allow micro-moments of productivity at work,” and it immediately brought to mind the effortless simplicity of MobileDay.

As the article says, what may at first seem like an insignificant micro improvement in productivity may in the long run add up and make a big difference. Not to mention that sometimes the improvement takes you from frantically scrambling for something, ANYTHING, to write with, to being reminded of your call and effortlessly and joining by pressing one big green button. Micro improvements may often times be overlooked because they seem so straightforward or obvious. In reality, if an application provides a micro improvement, it is likely an incredibly elegant application that has been very carefully developed to seem effortless.

A study cited in the article from Salesforce.com relates the three most important considerations when developers are building apps for “micro-moments.” They include: the user experience, design, and concept. The idea behind “concept” is that it’s called “micro” moment for a reason. A simple app should not overwhelm the user with all of its features, but should solve one problem, and do it well.  The concept of the app should be clean and uncluttered so that the user can understand in a heartbeat what the app is intended to help them with.

I find apps to be helpful not because they drastically revolutionize my life. I have a singular need, and my favorite apps solve the precise need in the shortest time possible, without trying to push other functionality that I’m not seeking. I happen to know that lots of people have the same pain that I experienced in the lipstick incident.

Gotta love apps that make life a little bit simpler!

 

Top 10 Mobile Apps to Make Your Life Easier

MobileDay Favorites: 10 Mobile Apps Designed to Save you Time, Money, and Stress

MobileDay was created to make life easier for the busy professional. In the rapidly growing world of mobile apps, finding the right ones to save you time is essential. Here are ten time-saving apps we’ve found that are sure to increase your productivity:

 

TripIt

Price: Free (with ads) or Pro: $49/yr
Download Mobile App: Apple iOS / Android

TripIt Mobile App Time Saving iPhone Android Travel App make life easier

The TripIt mobile app organizes all of your travel documents into one easily-accessible itinerary. Now your confirmation numbers, boarding times, and terminal numbers are all just a click away. For $49 per year, you can upgrade to TripIt Pro, which enables features like mobile alerts (for gate changes, delays, and cancellations), refund information, alternate flight suggestions, and complimentary VIP memberships to business lounges and car rental clubs.

GateGuru

Price: Free
Download Mobile App: Apple iOS / Android

GateGuru Mobile App Save Time Travel App

GateGuru separates itself from other travel apps by focusing on the “day-of” experience. Think Yelp for airports – whether you’re looking for a good meal during your layover or the best place to grab a last minute souvenir, GateGuru has you covered. Pro-Tip: You can connect and sync your GateGuru account to TripIt or KAYAK for the ultimate personalized travel app experience.

Fancy Hands

Price: Various Monthly Plans
Download Mobile App: Apple iOS

FancyHands Mobile App Save Time Fun App

Fancy Hands caught our attention last month when it was featured on techcrunch. The concept is unique – its an app that acts as your personal assistant. Fancy Hands allows you to type or leave a voice message instructing a member of their team to tackle any number of life’s tedious tasks (such as scheduling an oil change, making dinner reservations, or finding a new doctor and setting up an appointment). The app is free, but the service is based on a flat monthly fee, ranging from $25 to $65 depending upon the number of requests.

Mint.com

Price: Free
Download Mobile App: Apple iOS / Android

Mint.com Mobile App Money Saving Save Time Saving iPhone Application

If Fancy Hands is your personal assistant, the Mint.com app is your personal accountant. It compiles balances, transaction history, and other financial information from all of your accounts and organizes it all into one place. It will also suggest ways for you to save money and send you automatic alerts (like bill reminders) via text or email. If security is a concern, fear not – Mint.com uses 128-bit SSL encryption and all data is protected and validated by VeriSign and TRUSTe.

Waze

Price: Free
Download Mobile App: Apple iOS / Android

Waze Mobile App GPS Navigation Social Time Saving App

Waze is revolutionizing the way people use GPS services. In addition to turn-by-turn navigation, Waze offers a social experience, where people can share real-time road and traffic updates. The app has a game-like appeal by incorporating a scoreboard system, enabling its users to level up from a “Waze baby” to “Waze royalty.” The company utilizes user input to update its servers daily – a development brought to light when a White House representative asked Waze to push notifications about gas stations to New Yorkers struggling to find gas during Hurricane Sandy. The company then asked its users for updates, prompting an enormous rate of responses. Whether your tired of your iPhone’s navigation or you just want a more exciting GPS experience, we highly suggest downloading this app.

Evernote

Price: Free
Download Mobile App: Apple iOS / Android

Evernote Mobile App Sticky Note Reminder Text Voice Snapshot Save Time Organize Productivity

Named a “Top 10 Must-Have App” by the New York Times, Evernote is a great tool for increasing productivity and personal organization.This app lets you take notes, snap photos, record voice memos, and create lists – it then saves all of this information into an organized, searchable database. Even cooler, the app uses cloud storage, allowing you to sync and access the data from any device.

TurboScan

Price: $1.99
Download Mobile App: Apple iOS

TurboScan Mobile App Time Saving Money Saving Scanner App

For $1.99, TurboScan turns your phone into a scanner, allowing you to avoid the cost, bulk, and hassle of a traditional machine. After taking a picture of the document and cropping the image frame, TurboScan uses a feature called “perspective adjustment” to generate a high quality digital image. The app also offers a feature called “SureScan 3x” which has you take three photos of the document to produce an even higher quality image.

WiFi Finder

Price: Free
Download Mobile App: Apple iOS / Android

WiFi Finder Mobile App Free Wireless Internet Save Time saving

The name is pretty self explanatory on this one. JiWire Inc developed a world-wide database for free and paid public WiFi hotspots. It is location-enabled, so you can find nearby hotspots, and it will differentiate between the free and paid locations using pins on a map. To make it more convenient, the app also lets you filter your search by provider or venue type.

Fast Customer

Price: Free
Download Mobile App: Apple iOS / Android

FastCustomer Mobile App Save time Customer Service Waiting time-saving

Rejoice! The wait is over! This app enables one-touch calling to direct support lines for more than 2,000 companies, but get this: it will wait on hold for you and call you back once the customer service rep is on the line. Even without the app, Easy Customer offers a number that you can text a company’s name to and the respective customer service rep will call you back. Download this app and never waste time on hold again.

MobileDay

Price: Free or Sales: $5.99/mo.
Download Mobile App: Apple iOS / Android

MobileDay Mobile App Sales Conference Calling One touch Dialing iPhone Android

Last but certainly not least, is our own MobileDay app. Putting all biases aside, MobileDay is a crucial time-saving tool for any business professional. The app allows for one-touch access into any conference call service and conveniently integrates your phone’s calendar, dialer, contacts, maps, and email. Mobileday works with any voice conference, WebEx, GoToMeeting, Google+ Hangouts, FaceTime, Skype Audio, and even interoperates with Talkatone to enable unlimited VoIP dialing through Google Voice. For $5.99 a month, you can upgrade to MobileDay Sales, which auto-updates call and event data to Salesforce and enables customizable smart messaging and MyDay calendar view.

 

Top 7 Reasons to Stop Dialing Your Smartphone

As telecommuting and globalization continue to change how we work, conference calls have become necessary to connect colleagues, partners and customers around the world. The point of teleconferencing is not to focus on the hardware and the tools, but focus on the actual collaboration with your team. There are many collaboration tools available for virtual meetings including voice, visuals and video.  Some examples are conference call bridges for audio; WebEx and GoToMeeting for visual; and Vidyo, Skype or Google+ Hangouts for video. Over the years some users found these services somewhat complicated and difficult to use. Today you can connect to your co-workers with just one touch. Here are six great reasons to do so with the free MobileDay smartphone app.

dialing-and-driving

  1. You might drop the call

We’ve all had dropped calls when mobile. When you cell phone disconnects you from the conference call you’ll have to dial in again. You’ll have to remember or look up the conference code, and you’ll have missed part of the discussion and depending on your importance to the dialogue, wasted other’s time. Reconnect to your meeting with just one touch and spend less time catching up.

  1. Keep yourself and those around you safe

For those on the road dialing into a conference call can be dangerous. Don’t endanger yourself by attempting to dial while driving in the name of productivity. Dialing in with MobileDay takes just one touch – so you can focus on keeping everyone around you safe.

  1. Don’t bring dialing frustration into the agenda

Have you ever dialed into a conference call late for the start of the call? Have you ever misdialed a long code and have had to start all over, making you late? Don’t let such frustrations create a rocky start for your meetings. Join your colleagues accurately, quickly and efficiently at the right time every time. 

  1. Looking for conference call details

Where’s the info for this conference call? Is it in your email? Your calendar? Did you tell Susan and Matt to join you on your line? Weekly conference call but you forgot the conference code? With the ability to connect to your conference lines with one touch at your fingertips you’ll never rummage for conference call details again!

  1. Lots of conference calls

How many conference calls do you join every week? Every day? How much time do you spend writing down the phone numbers and conference codes then carefully typing them in? Dialing in with just one touch can save you hours a month!

  1. Running late/Multitasking

When you don’t have a minute to spare, why waste any time dialing twenty digits to connect with your colleagues? Now you can fire off that last email while dialing into your conference call, or quickly review the agenda.

7. It’s just easier

Hitting a single button is far easier than remembering or writing down #’s and pass codes with up to 25 digits and prompts.

So use MobileDay.  You’ll love it.

10 Tips for Hosting a Productive Conference Call

conference_call_We’ve all had dreadful conference calls. You know the kind – the ones that drag on forever without accomplishing much at all, the ones where you get static, echoes and the sound of someone eating their lunch, the ones that get dominated by one speaker. Now that joining conference calls and online meetings from your mobile phone is easier than ever before, here are 10 tips on making them more productive.

1. Share the agenda with all participants

Would you call a meeting if you didn’t have an agenda? No! Why waste the time? Send the agenda early on so the participants will have time to prepare before the call. You will get more done when everyone is prepared. Agendas will also keep participants focused and allow for easy transitions.

2. Start on time

Waiting for everyone irritates those who were on time and rewards the laggards. Instead, reward those who were on time by starting the call when it was scheduled.

3. Have everyone introduce themselves

As a way of easing into the discussion, have everyone say their name, role and location. Participants will feel more comfortable when they know whom they’re addressing.

4. Gently remind everyone to mute their phone when not speaking

Odds are someone will be dialing in via their mobile phone, on speakerphone, or both! Eliminate the sounds of static, echoes and background noise by having everyone mute their lines. Remind landline callers not to place the call on hold and remind everyone to unmute themselves before speaking. Become familiar with how to mute with your conference call setup.

5. Address everyone by their name and role or location

If participants are unfamiliar with each other, refer to everyone by their name and location, i.e. “How do you see this, Nancy in New York?” This way everyone knows who’s talking and gives perspective to their comments.

6. If the call is scheduled for over an hour plan for breaks

Participants will need time to freshen up – get some water or coffee, use the restroom. Scheduling these breaks avoids a disruption during an important discussion.

7. Keep notes on who is and isn’t contributing

Encourage everyone to contribute. Quiet participants may need some persuading.

8. Summarize and review actions

At the end of the meeting, summarize the findings and ask each participant to go over their action items. This will bring everyone to the same page and let everyone know what to expect from each other.

9. Share meeting notes with all participants

Make sure everyone receives a summary of the meeting including the list of attendees, what was discussed, a brief summary and action steps. This will help everyone reference the meeting and keep track of their action items.

10. Dial into your conference with MobileDay

Don’t get worked up before the meeting digging around your email looking for the dial-in info and then trying to dial all those codes! Let MobileDay dial you in with just one touch and make it simple to set up conference calls! MobileDay is a free conference calling app for iPhone and Android.  http://mobileday.com for more info.

Thanks for reading. Have you got more great conference call tips?  Please leave a comment and add to the discussion.