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Interview with MobileDay Customer Support Specialist

Interview with MobileDay Customer Support Specialist

mug-zach-cool

“Customer Support Specialist” is an extremely important role in a business. Believe it or not, things don’t always go according to plan working at a tech startup, and we need to have a plan in place to fix them if they don’t. In order to maintain our business, it is critical to retain customers. In a competitive marketplace, a strong customer support team, and a great Customer Support Specialist could be the deciding factor to signing a deal. But gaining and retaining clients isn’t the only reason why customer support teams are important. Better customer support means an overall better user experience, and that’s what we’re all about here. We want your experience with MobileDay to be as simple and enjoyable as possible. We sat down with our Customer Support Specialist, Zach, and asked him a couple questions about how MobileDay’s support team handles unexpected issues:

What is the most rewarding aspect of your job?

I really enjoy discovering the underlying product issues received from customer feedback and using the knowledge we gain to drive business decisions and feed our product pipeline. Even better is when I successfully help a customer and they later turn into one of our paid Advantage Customers.

What has changed since MobileDay started offering service is 14 additional countries?

Handling support has become more challenging because dialing in international countries can be more complex than in the US. Our call logic is pretty amazing, but when a country can have anywhere from 4-14 digits for a dial-in number there’s a lot of room for error. Keeping track of which countries have rules can certainly be tough! Of course being a 24/7 operation means we’re on call a lot more often.

What is your average customer ticket response time?

Right now our average customer ticket response time is 6 hours. This average takes into account normal work hours when our response time ranges from 1 minute to an hour, but also takes into account nights and weekends when response times are slower. We use a support help desk tool called ‘FreshDesk‘ that allows us to prioritize and manage support tickets in a very efficient and simple manner, and implementing this tool has dramatically increased response times and has improved the organization of our help desk.

How do you make sure you know about issues?

Our dedicated support email system gives us real-time feedback from customers as they interact with MobileDay’s features. Additionally, we proactively seek out feedback from customers based on device, usage pattern, or longevity with their MobileDay account. Sometimes this feedback comes to us in the form of short surveys, while other times it is a more personal interaction based on issue(s) they’ve had in the past. FreshDesk allows us to track and specify a variety of metrics that we use to quantify how often we see any issue and how impactful an issue may be. Based on those defined metrics, we can use our results to drive smart business decisions for MobileDay. Having a deep understanding of the application itself, speaking to our customers regularly, and working closely with our software development team are the tools we use to close the loop on our development process.

We also actively monitor our social media accounts so that we don’t miss a single mention – people reach out with issues on Twitter frequently! We also monitor reviews and comments that are made on Google Play store as well as the Apple App Store.

What do you do if you can’t solve their problem right away, it’s very technical and a weekend?

MobileDay is a highly trusted business app and we understand that business is a 24/7 job.  We respond based on strict prioritization; our Advantage Customers get their questions answered first. During off hours (like the weekend) when critical issues come through our help desk, we use a tool called ‘Victor Ops‘ in unison with FreshDesk. A support agent is alerted right away when these critical issues arise. If the issue is something that is very technical and can’t be immediately resolved, we team up with a member of our development or IT team; once engaged, they stick with us until the issue is resolved.

What is the most challenging aspect of customer support?

When a customer reports an issue or requests a feature that can’t be solved immediately. Often it is in our development roadmap, but I have to tell the customer that we do not have an immediate solution.

Contact us or click here to learn more about MobileDay Advantage

Boulder Startup Week 2014

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This week marks the fifth annual Startup Week here in beautiful Boulder, Colorado. The event is a five-day celebration of the city’s thriving startup community, featuring networking events, coffee shop pow-wows, and a variety of parties, presentations and activities. There is a palpable buzz in the air, people get excited for this event!

From the Boulder Startup Week website:
“Boulder Startup Week is a fun event celebrating entrepreneurship. Our all volunteer team and countless community members have worked hard to create an event that helps build the fabric of what makes Boulder what it is: the people. All the events are listed below, please RSVP and be an amazing participant!  

Something that makes the week special is the surprise acts of kindness that happen. See someone that is new to the room or community? Invite them to meet your friends. See someone looking for a job? Help them out. Getting out of an event? Take some new friends to dinner.”

Tomorrow, May 12th, Startup Week is featuring the popular Startup Crawl. Participants will get the opportunity to check out the offices of 10+ local startups including MobileDay! The event is free, and starts at 5:00pm. Each location is going to have drinks, snacks, and fun activities. More information and a complete list of participating companies can be found here: Boulder Startup Crawl

MD

Download MobileDay in the App StoreDownload MobileDay in the Google Play Store

 

What’s New: MobileDay Now Available in India and More

MobileDay Now Available in India

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MobileDay now provides in-country support for dialing within India! Tell your colleagues in India to download the MobileDay app from the iTunes App Store or give it a try the next time you are in India. We’re just getting started and would love feedback.

What’s The Scoop On Location Services?

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The MobileDay app checks your location to make sure we use the proper dialing sequence based on where you are. Location Services only runs at the time when you open the app and when you are traveling (triggered by cell tower changes). This form of update, called “Significant Change” by Apple, minimizes the impact on your battery. And by the way, your location information never leaves the phone.

Apps We Love

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Periodically, we like to tell the world about apps we love here at MobileDay. Take a moment to check out these two brilliant apps.

MobileDay Provides VoIP Access to Conference Calls on iOS

MobileDay now provides VoIP (Voice Over Internet Protocol) access to your conference calls on iPhone and other iOS enabled devices via Talkatone, a free VoIP dialer enhancing Google Voice. Founded in 2010, Talkatone utilizes WiFi or 3G connection to provide its users with unlimited free calls on their iPhone, iPod Touch, and iPad. Once the Talkatone app is installed on your iOS device, you can use MobileDay for One-Touch, convenient conference calling for no cost via Google Voice.

To configure your Talkatone settings in the MobileDay app, tap VoIP Settings in Menu.

Menu VoIP Talkatone MobileDay Free Conference Calling Fee Call iPhone Conference Call Mobile VoIP dialing conferencing

Download MobileDay now and experience true One-Touch dialing for all your VoIP Conference Calls! 

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Boulder Startup Week

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This week marks the fourth annual Startup Week here in beautiful Boulder, Colorado. The event is a five-day celebration of the city’s thriving startup community, featuring networking events, coffee shop pow-wows, a huge Ignite event, and a variety of parties, presentations and activities.

From the Boulder Startup Week website:
“Founded in 2010, Boulder Startup Week is a five-day celebration of the startup community in Boulder, Colorado. There is no registration required – come as you are. While there is a titular focus on startups, many of the larger tech companies in the area contribute to the vitality of the event, much as they contribute to the vitality of the city. Over the course of five days in May, local startups open their doors to welcome any and all to the community by way of free events, meetups, sessions, parties and hootenannies.

The goal of Boulder Startup Week is to strengthen ties in the Boulder startup community, and foster Boulder’s startup growth by inviting new people and ideas to join.

We want entrepreneurs, investors, developers and the tech-addled to experience what it’s like to be here in the hope that they’ll decide to join us full-time one day. Boulder is full of tech transplants, people who caught the Boulder bug and settled here in the last few years. We never get tired of hearing that story, and we hope you’ll add yours to the pile.”

Primary sponsors of the event include SendGrid, Slice of Lime, and Metzger Associates with additional support from Gnip, Pivotal Labs, and many more. The event kicks off today, and a full schedule of events can be found here: Boulder Startup Week 2013 Schedule 

Tomorrow, May 16th, PivotDesk and supporting sponsor, Edgelink, will be hosting a Startup Crawl. Participants will get the opportunity to check out the offices of 20+ local startups including MobileDay! The event is free, and starts at 1:30pm at Shine restaurant. There will be free beer provided by Dry Dock, Ska Brewing, and Upslope, and there will be a variety food available along the way. More information and a complete list of participating companies can be found here: Boulder Startup Crawl

MD

Download MobileDay in the App StoreDownload MobileDay in the Google Play Store

 

What is One-Touch Conferencing?

When it comes to Mobile Conferencing, what does ‘One-Touch Access’ actually mean?

One-Touch Into Any Meeting, Hands Free Dialing, Conference Calling, Easy, Mobile Conferencing Call AppAlthough commonly used in the world of conference call services, the term ‘One-Touch Access’ lends itself to a broad range of possible definitions. In our opinion, it shouldn’t matter whether a conference service requires you to enter one code or three – joining should always be as simple as a single touch. In light of its rising popularity, we’d like to take a moment to touch upon our definition of one-touch conferencing and outline the key features of the MobileDay app that simplifies conference calling on iPhone and Android.

 

  1. Auto-detection of conference calls within calendar invites

  2. Custom dialing sequences for each conference number

  3. Auto-recognition and dialing when you’re the host

  4. Carrier and location specific dialing

  5. Dynamic Dialing based on location at time of call

Auto-detection of conference calls – As a guest to any meeting, you have litte control over the format that the host uses to provide the conference details. We know this, that’s why MobileDay’s call detection logic has been built to recognize a wide range of conference formats and terms so that you’re notified each time you have a call.
Custom Dialing Sequences – All conference phone numbers are not the same, and the use of generic dialing sequences often fails. The MobileDay App takes care of this for you by identifying and applying the sequence for each conference number. In addition, the app also accounts for the different device and OS dialing behaviors.
Hosting Calls – When joining a call that you host, it’s rare that you dial the same codes and extraneous characters as your guests. A truly One-Touch service recognizes when you are the host, and knows to dial you in using your custom host sequence. It may be easier to remember your own codes, but we prefer to remember and dial them for you so you can keep your eyes on the road and stay focused on what’s important.
Carrier-specific Rules – Depending on where you are and where you are calling, your carrier may require that you dial into the conference call a little differently. For example, certain Canadian mobile carriers require a ‘1’ to be dialed first when making a long-distance call but do not require it when it’s a local call. For a one-touch experience, the MobileDay app handles this without your involvement.
Dynamic Dialing - Companies often have more than one phone number to join the same conference call. Even within the US, companies may have a combination of toll and toll-free numbers to get on the same call. In many cases, one of these numbers is cheaper to use than the other based on the location of the phone at the time of the call. By leveraging the phone’s location, the MobileDay app can recognize which phone number is the cheapest to use when the call is being placed and auto-insert the number in the sequence. This is done automatically so that the employee can still benefit from One-Touch access while the company saves money by ensuring that the lowest cost dial-in number is used for the call. A win-win situation all around!
One-touch Conference Calling Conferencing MobileDay Mobile App Hands-Free Dialing
                  One-touch Conference Calling Conferencing MobileDay Mobile App Hands-Free DialingOne-touch Conference Calling Conferencing MobileDay Mobile App Hands-Free Dialing

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.

 

Salesforce.com Recognizes Latest MVPs

Salesforce.com Spring '13 MVPs MobileDay App for SFDC Integration

Last week, via their blog, Salesforce.com released their Spring 2013 list of distinguished MVPs:

“It’s that time again to recognize a fresh crop of Salesforce MVPs. This marks our 7th class of MVPs, and the talent just keeps getting stronger and stronger. Not only do we have 24 brand new MVPs, we also have 22 that have been re-rewarded MVP status and will be serving another year with us!

The MVP Program has been around since December 2011, and recognizes exceptional individuals from within the Salesforce Community for their leadership, expertise and ongoing contributions. These individuals answer countless questions and tweets, write helpful blogs, lead user groups, submit top ideas, write and share complex formulas, share best practices and much, much more!” (click here to view the original article)

New Spring ’13 MVPs

Brent Downey (@brentdowney)

Peter Churchill (@britishboyindc)

Chris Zullo (@chriszullo)

Kevin Poorman (@codefriar)

Ryan Ozimek (@cozimek)

James Loghry (@dancinllama)

David Habib (@DavidJHabib)

Ehren Foss (@ehrenfoss)

Eric Dreshfield (@ericdresh)

Gorav Seth (@goravseth)

Jackie Travieso (@JackieForce)

Maria Belli (@JustAGirlyGeek)

Kevin O’Hara (@kevino80)

Launa Saunders (@LaunaSaunders)

Mary Pustejovsky (@mpusto)

Edward Schlicksup (@SchlicksupE)

Kayla Longe (@seriouslykyla)

Steven Herod (@sherod)

Thomas Taylor (@tet3)

James Garfield (@James__Garfield)

David Cheng

Kathy Lueckeman

Jonathan LaRosa

Andrew Fawcett (@andyinthecloud)

Re-rewarded Spring ’13 MVPs

Ankit Arora (@forceguru)

Cory Cowgill (@corycowgill)

Adam Bataran (@AdamBataran)

Aiden Martin (@amartin_nl)

Amber Neill (@amber9904)

Andrew Gross (@MrNeatHawk)

Andy Ognenoff (@aognenoff)

David Pier (@davidpier)

Deepa Patel (@HalakConsulting)

Elizabeth Davidson (@eliz_beth)

Geraldine Gray (@GeraldineGray)

Jared Miller (@jaredemiller)

Jason Atwood (@JasonMAtwood)

Jason Paquette (@PaquetteJason)

Jason Venable (@TehNrd)

Jennifer Phillips (@CRMjen)

Judi Sohn (@judis217)

Justin Edelstein (@JustEdelstein)

Marco Casalaina (@amrcn_werewolf)

Matt Lamb (@SFDCMatt)

Nik Panter (@nikpanter)

Scott Hemmeter (@arrowpointe)

We would like to extend our congratulations to all of the Spring 2013 MVPs, and encourage them to try MobileDay Sales – our newest version of the app that works with Salesforce to save its users valuable time.

Take a look at what Salesforce MVP Jeff Grosse (@CRMFYI) had to say about MobileDay’s new features in his latest blog post, or download the free MobileDay app in iTunes or Google Play.

 

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“MobileDay Helps Me Dial-in On-time for Meetings”

Aaron O., Benton Harbor, MI

Title: Technology Manager

Company Type: Consumer Goods

Testimonial: “Most days I have back-to-back meetings across town, so I am often driving when meetings start.  Since I started using MobileDay, I’ve been dialing into conference calls on time and safely while commuting.”