Talkdesk - ContactCenterWorld.com Blog Page 13
There is no doubt that Talkdesk’s inaugural summit on customer experience has a world-class lineup. Innovators like Emmanuelle Skala, Nick Mehta and Josh Stein will take the Opentalk stage, exploring topics including customer evangelism, the influence of UX on CX and how social media enhances customer communications.
Content is invaluable. It’s the substance of the event. But let’s be fair: No one wants to spend eight hours listening to content without a few perks – an open bar, some swag, a couple of new connections.
The content of Opentalk explores the customer experience. What better way to embody this than by creating an extraordinary attendee experience?
Opentalk has been carefully designed to offer a comfortable, interactive space for business leaders to mingle, explore meaningful topics and enjoy activities with a community of forward-thinking peers.
It all starts with the place. Opentalk will be held at The Village in San Francisco, a state-of-the-art event venue known for being fully customizable. Talkdesk will be utilizing The Village’s incredible multimedia capabilities to project entertaining and enlightening materials throughout the summit.
The guest list has been carefully curated. Opentalk will be an intimate event designed to foster discussion among attendees and speakers. The physical set up will be laid out to facilitate approachability and conversation.
Talkdesk’s field marketers have gone to great lengths to ensure creature comforts. Rather than sitting in fold-up plastic chairs, attendees will lounge on couches with their feet propped up on ottomans. Artisanal Blue Bottle espresso will be made-to-order. Attendees will be invited to participate in wine tasting sponsored by Silicon Valley Bank.
Foxtail Catering will offer exquisite menus of carefully executed food, accompanied by craft cocktails and wine pairings. Ever heard of gastro microhabitat food? You’re about to.
Opentalk will also have a unique product showcase featuring the latest technologies, including wearable tech and connected home devices. Attendees will be invited to engage with these products and encouraged to provide feedback.
As the consumer landscape evolves, companies must adjust to rising expectations. This is the heart of the real-time revolution. We, at Talkdesk, are great believers in this movement. Opentalk will demonstrate the future of customer communication by replicating it in the form of a summit.
We are really looking to seeing you there. Haven’t saved your seat yet? Want to become a sponsor? Visit the Opentalk website.
Publish Date: April 5, 2016 5:00 AM
It’s official. Opentalk is going to be the must-attend summit of the year. Why? Because attendees will be a part of a community of customer-centric business leaders and influencers while enjoying delicious food and an amazing environment. On top of all of that, they’ll be invited to take in thought-provoking content presented by an all-star lineup of speakers.
Here are just a few of the great personalities that will be presenting at Opentalk:
Nick Mehta knows the value of investing in your customers. That’s the entire premise of his company, Gainsight, which is the leading Customer Success Management solution. Gainsight’s purpose is to help customer-centric companies grow their business by focusing their energy on the success of their clients. Everyone can agree that Nick Mehta is a natural fit for the Opentalk stage.
VP Sales, Influitive
Emmanuelle Skala adds a unique flavor to our lineup as she is one of few sales leaders who also prides themselves on being a customer advocate. Emmanuelle Skala has an extensive sales leadership and management track record. At Influitive, she helps B2B companies place customer advocacy at the core of their marketing and sales efforts. We’re more than excited to have Emmanuelle Skala join us at Opentalk.
Founder & CEO, SaaStr
Notably one of Silicon Valley’s most popular SaaS and B2B startup advisors and investors, as well as an entrepreneur himself having founded EchoSign, Jason Lemkin has interviewed, befriended and met thousands of customer-centric business leaders via his outstanding conference, SaaStr Annual, and online publication. Jason Lemkin’s experience and social capital make for great content for an event. We can’t wait to hear his thoughts.
Josh Stein is a serial investor that has not only seen, but has had a direct impact on many companies’ path to greatness, including Twilio, Box, Yammer and, of course, Talkdesk. With such extensive experience hearing pitches and invitations to peak inside the inner workings of growing businesses, Josh Stein surely understands the constant among them all – the need to focus on the end user. Opentalk is thrilled to share Josh Stein’s wealth of experience with our audience.
Director Customer Experience, Lyft
Eric Burdullis has inside information when it comes to understanding customers, having had years of experience as a customer support leader. He serves as the Director of Customer Experience for Lyft, a San Francisco-based private transportation network that distinguishes itself through a community focus. Eric Burdullis will share what it’s like to be chartered with designing great experiences for customers at one of the area’s fastest growing companies.
Opentalk is going to be the perfect summit for customer-centric leaders hoping to glean insights and explore the latest trends in customer experience. The speakers in this article will be joined by many more leaders and innovators both on and off stage.
Don’t miss out on this unique opportunity! Save your seat here.
Publish Date: April 4, 2016 5:00 AM
San Francisco, April 1, 2015 /TalkdeskNewswire/ —
Talkdesk, the world’s leading cloud-based call center software provider, announced the launch of Talkdesk OmniMultiRetroChannel today. Talkdesk OmniMultiRetroChannel is a first-of-its-kind contact center solution that incorporates a variety of channels that are rarely seen in modern commerce. It is designed to facilitate a different kind of customer communication.
“At Talkdesk, we understand how important it is for companies to connect with each and every one of their customers,” said Talkdesk Founder and CEO Tiago Paiva. “We created Talkdesk OmniMultiRetroChannel to help businesses reach out to even the most unique individuals.”
Talkdesk OmniMultiRetroChannel is a variation on a recurrent theme in modern customer experience. Modern customers expect to reach out to companies in their own way, whether that be via social media, the phone, email or live chat. But why stop there? So many other channels exist that can be explored as a means of facilitating the kinds of positive interaction that breed brand loyalty.
With Talkdesk’s new contact center solutions, businesses will have access to advanced contact functionality, including tin can technology and fax machines. Custom Pony Express ponies and carrier pigeon pigeons bring an animal appeal to Talkdesk OmniMultiChannel. A limited number of Talkdesk Pro customers will also receive the yodeling, morse code and grunting channels.
“Talkdesk OmniMultiRetroChannel has given our call center so much flexibility,” said Adrian Brown, Director of Customer Support at Tinderdesk. “We’ve really inspired customer love with the snail mail love letter integration. The responses have been incredible.”
Talkdesk OmniMultiRetroChannel is available to all current and future Talkdesk customers.
Talkdesk is headquartered in San Francisco and has a satellite office in Lisbon, Portugal.
- Learn more about Talkdesk: www.talkdesk.com
- Get started with Talkdesk: www.talkdesk.com/free-trial
- Follow @talkdesk on Twitter
Talkdesk is next-generation cloud-based call center software that helps you connect more effectively with your customers. The easy-to-use interface offers robust functionality with advanced features, comprehensive reporting and seamless integrations with 25+ business tools to empower sales and service teams to have personalized, real-time conversations with customers.
Publish Date: April 1, 2016 5:00 AM
Agent availability is essential to proper call routing in Talkdesk. In order to avoid potential routing issues, it’s important that agents remember to regularly update their agent statuses. This reduces the likelihood that calls are routed to an agent who was suddenly called away or isn’t able to pick up the phone.
On occasion, agents might forget to update their statuses. In these instances, what can a call center manager do? The answer is in Talkdesk’s new Automatic Away feature.
What is Automatic Away?
Once activated, this feature will allow call center managers to customize a limit on the number of consecutive calls an agent can miss before they are automatically set to “Away” status. For example, Talkdesk can set an agent as “Away” after they miss two calls in a row.
After an agent returns to their computer, they will see a banner in their call bar notifying them that their status has been automatically set to “Away.” Agents will then need to manually change their status back to “Available” in order to begin receiving calls again.
Why should I use this new feature?
Enabling Automatic Away can be helpful for everyone who deals with your call center:
For Callers: Get Answers Fast
There’s nothing worse for a customer than having a call go unanswered after waiting in a long call queue. Enabling Automatic Away can help increase the likelihood that a call is connected to an available agent on the first dial and that the customer’s inquiry can be addressed promptly.
For Agents: Route Calls Properly
While agents should never rely solely on Automatic Away, it can act as a safety net for the times they accidentally forget to update their statuses. Agents can be confident that, in the event they forget, only a minimal number of calls will be routed to them.
For Supervisors: Ensure Reporting is Accurate
Accurate call center reporting is key for measuring progress and making data-driven decisions. Depending on what KPIs are set for a call center, inaccurate agent statuses can drastically affect reporting efforts. Some reports that can be affected include Call Activity, Agent Status and Account Breakdown Reports.
What number of calls should I choose for Automatic Away?
Talkdesk gives you the option of selecting a number anywhere from one call to nine calls missed before activating Automatic Away. We understand that every call center has different needs and that there is no universal number that is right for everyone. When selecting a number, there are a number of factors that should be considered:
1. Your Average Wait Time
If this metric tends to be on the higher end, selecting a lower number of calls for Automatic Away can help provide a better experience for customers who have their calls missed and need to wait in the call queue again.
2. If Voicemail is Enabled
In the event of an accidental missed call, it’s important that customers are still able to communicate their inquiry with your support team. If voicemail is not enabled for your call center, it may be wise to select a lower number of calls for Automatic Away to ensure that callers can be connected with an available agent in the least number of dials.
3. Your Average Call Volume
Since agents at a busy call center typically receive more calls, incorrect agent statuses tend to become serious problems much faster in high-paced call centers than in quiet ones. Setting a lower number of calls for Automatic Away can potentially resolve issues caused by incorrect agent statuses before they become widespread.
For call center managers everywhere, enabling Automatic Away is a quick and easy way to safeguard against accidental missed calls. Both your agents and your customers will thank you for it!
For more information on Automatic Away and its configuration, please read our Knowledge Base article.
Publish Date: March 31, 2016 5:00 AM
Finding parking in a crowded city can be a pain. Not only is it often time-consuming, parking rates can also be very expensive. Many of us get extremely frustrated when we find ourselves in this situation, even if it’s a regular occurrence in our lives. Is there no other way to park?
This Chicago-based startup that helps connect “Parkers” in 13 cities across the U.S. with available parking spots. Users can book parking spots ahead of time via the company’s website or mobile app and get exclusive discounts on rates.
With thousands of active users relying on their service, SpotHero has become dedicated to providing only the best customer support. Parkers, like all modern customers, expect real-time, personalized support when they reach out. To meet the needs of their customer base, SpotHero has chosen to implement Talkdesk cloud-based call center software.
The team at Talkdesk recently had a chance to speak with SpotHero’s resident data expert, Nate Peace, on how our cutting edge call center software fits in with his company’s customer support philosophy.
As Support Operations Lead, Nate works closely with SpotHero’s support agents, or “Customer Heroes,” to ensure that all callers have the best experience possible. He told us that Talkdesk’s advanced functionality, particularly the comprehensive real-time reporting, has been an integral part of the excellent customer support provided to Parkers.
After many conversations with Nate, we’re happy to share with you today our SpotHero case study. From this case study, you’ll learn:
- Why SpotHero chose Talkdesk to be their call center software provider
- How they use call center data to improve their phone support efforts
- What improvements in call center metrics they’ve seen since switching to Talkdesk
Dive deep into how Talkdesk call center software helps SpotHero achieve their customer service goals by downloading the case study now.
Publish Date: March 30, 2016 5:00 AM
It’s a very special week around here. Today’s roundup is the twentieth in our series!
It all started back in October 2015, when a content writer had a dream. And from that dream sprung the Customer Service Excellence Review series. To date, we’ve supplied our readers with 95 articles and 20 tweets. That’s a whole lotta knowledge!
In honor of Customer Service Excellence Review #20, we thought we’d take a stroll down memory lane. After all…
Hindsight is 20/20.
Let’s look back on the past twenty weeks of customer service excellence content. Oh, the memories! We’ll think about the articles you loved, the ones you hated and those you’ve forgotten altogether. It’s a throwback review. Let’s dive in.
- An act of kindness can breed brand loyalty. #12
- Empowering your employees to make judgement calls will lead to better customer service. #17
- Whether it’s hands-on customer support or self-help, customers expect an answer in real time. #3
- Modern companies should know the difference between customer service and customer experience. #18
- The best way to gauge customer happiness is to ask the right questions. #5
- The standard IVR message,“Your call is important to us. Please continue to hold,” makes many people angry. #13
- Achieving customer service excellence isn’t just the responsibility of the support team. #1
- The language employees use when interacting with customers makes a difference. #15
- Far from being an annoyance, upselling can be used as a way to help customers and inspire brand loyalty. #4
- Marketing and customer service go hand in hand for promoting customer satisfaction during the holidays. #10
- Social media has become integral to modern customer service. #2
- A single positive interaction – with any employee – can improve a customer’s view of an entire company. #14
- Young companies, particularly startups, should not get so caught up in their own growth and acquisition that they neglect to maintain good customer service to retain their existing customers. #8
- 59% of participants in a recent study reported that if their first call to a company’s customer service is not handled properly, they will stop buying from that business. #15
- 75% of companies view customer service as a competitive differentiator. #16
- To stay current, every company must design a customer experience that meets multi-generational customer expectations. #9
- Customers can do a great deal of harm by trashing your business on social media. #7
- Any organization that deals with customers, prospects or patrons must develop a customer service plan, regardless of what industry they’re in. #19
- Customer service excellence is the distinguishing factor between businesses in an economy where consumers have unprecedented levels of choice. #6
- The most effective companies empower their employees to share customer service tips and tricks with each other, even between global offices. #11
We’ve uncovered a lot of great tips on what it means to achieve customer service excellence in the past twenty weeks. We hope that our readers have used these ideas to inform their thinking on their own customer experience. As we always say, it’s food for thought and we hope you’re hungry!
The Customer Service Excellence Review doesn’t stop here. There’s only more servings to come in upcoming weeks. In this quickly evolving and increasingly important space, more insight is always needed.
So, with that in mind, we’ll see you next week for Customer Service Excellence Review #21.
Publish Date: March 29, 2016 5:00 AM
This guest post is written by Talkdesk Product Manager Robert Sur.
Chicago is my kind of town.
Simply put, I think we can all agree with Mr. Sinatra that Chicago is truly a first-class city. I am always thrilled to have the opportunity to come back to hear the bustle of the trains running overhead and see the breathtaking architecture towering across the skyline.
Yes, it may have been slightly chilly for yours truly, who is California born and raised, but something about the wind coming off of Lake Michigan just felt right. Although we didn’t have nearly enough time to explore it all, the Talkdesk team made sure to do some sightseeing, and most importantly, eating, while we visited the Windy City for Salesforce World Tour!
Old Faces in New Places
I arrived in Chicago with Talkdesk Chief Operating Officer Gadi Shamia and Sales Engineer Aleene Webber. The three of us were there to take in the sights, schmooze and present our world class call center software to the crowds.
Those who have worked in the Salesforce ecosystem as long as I have realize how much of a tight-knit community it truly is. Running into former friends and colleagues from my past is always a big highlight of Salesforce events. It probably doesn’t hurt that the hosts are very generous in providing a nearly endless stream of live music, hors d’oeuvres and cocktails!
The Who’s Who in Enterprise Cloud
Salesforce always does a great job with their events, ensuring both partners and customers are provided with a first-class experience. The Lakeside Center is quite possibly the largest indoor events space I have ever seen; I’m convinced the entire city of San Francisco could fit inside!
More importantly, Salesforce always seems to bring together leaders in the enterprise cloud industry. It is a great learning experience to mingle with such great companies and individual innovators.
Throughout the show, the Talkdesk team had the opportunity to brainstorm ideas with others on how we can use the Salesforce platform to provide robust integrated solutions for organizations across the world.
No matter how many times I attend, I always come back from these events knowing a little bit more about some of the incredible things brewing in the world of Salesforce.
Our Customers are Awesome
While I was in town, I had the chance to visit our friends at SpotHero, who make their home in the River North district of Chicago. Each time I have visited their office it has seemed as if they have less and less space for their growing team.
After bonding over the lack of conference room space inherent to hypergrowth startup life, I immediately noticed that SpotHero had our recently-launched Talkdesk Live reporting dashboards posted on big screens throughout the floor for their “Customer Heroes” to see! Nothing is more rewarding for a product manager than seeing your team’s blood, sweat, and tears manifesting itself into a beautiful product that’s providing real value to the customer.
As Talkdesk has grown, it has been amazing to see our customers grow alongside us, and SpotHero is a prime example of this. As a superstar in the up-and-coming Chicago tech scene, Salesforce chose to highlight SpotHero’s growth and commitment to providing the ultimate customer experience during the “5 Best Practices to Build a Scalable Customer Experience” session at the World Tour.
Our friend, Nate Peace, Support Operations Lead at SpotHero, discussed how Salesforce Desk.com and Talkdesk have helped their operations grow while maintaining their commitment to a customer-first philosophy. Talkdesk is truly proud to be a part of SpotHero’s success story, and we are looking forward to coming along for the ride as they continue their journey.
Editor’s Note: Robert and Nate will be hosting “Incorporating Data Into Your Inbound Call Center Strategy” on April 6. Register now!
As a product manager, the most rewarding (and sometimes nerve-wracking) part of these trade shows is unveiling our newest offerings to the world. We have been cooking up a little something in the lab for quite a while, and we were finally able to show a preview in Chicago. We received tons of feedback from the World Tour attendees, and the reception couldn’t have been better. Seeing the reactions to our newly launched Talkdesk Live and the next evolution of our Salesforce offering was truly remarkable.
We are definitely on the right track, which makes it even harder for me to keep all of this under wraps! Stay tuned…
Chicago, you’ve been great. See you next time!
Publish Date: March 29, 2016 5:00 AM
Today’s fierce competition for engaging and retaining customers requires that brands stay ahead of the curve and implement strategies that are ahead of their time. Merely covering the customer service basics won’t suffice; being forward-thinking is what matters.
It can be a real headache to stay up to speed, even with so many customer support channels, tools and so-called best practices available to choose from. Modern companies may feel like they are drowning in choice as they scramble to meet the needs of increasingly demanding customers. Fortunately, the business world has thought leaders who can help guide companies in taking proactive steps to ensure their customer experience in the future.
Here are a few predictions from today’s customer experience influencers:
1. Mobile Support
Mobile phone usage is on the rise and not just for making phone calls. People use their phones for researching brands, purchasing goods and for contacting customer support. Today’s customers are using their mobile devices for nearly everything.
According to CX leader and speaker, Matthew Bowman, “Mobile technology encourages omnichannel communications by making it possible on one device to conveniently use chat, email, social media and voice while in the act of shopping or using a product or service.”
For this reason, Bowman suggests spending more time and effort in designing a customer experience that is optimized for mobile.
With so many support channels, platforms, devices and apps available to users today, the challenge many companies face is offering a consistent experience throughout. A disjointed customer experience across platforms and support channels can be off putting for customers. Keep your messaging and processes consistent across the customer journey. Train support agents to follow a system and offer every customer the same excellent service.
CX leader and VP of the Ritz-Carlton Leadership Center, Diana Oreck, says “The number one way for any company to improve their service is to hard wire consistency into their operation and execute the basics flawlessly.”
3. The Human Touch
86% of consumers say personalization plays a role in their purchasing decisions (Source: Infosys). No matter how easy technology makes our lives, nothing beats the human touch in customer service. Customers are expecting a more personalized experience from brands, and the best way to do this is via the human touch. While automation can save time, save automated workflows for the backend, and give your customers the satisfaction that comes with being assisted by a real person.
Customer Champion, Greg Meyer says “Respond to customers with a human voice and not a bot – you decide if you want to call, type, chat, or send a care package – and you’ll get a more loyal customer.”
Learn more about the future of customer experience from the experts at Opentalk on May 17th. Explore the trends and listen to predictions to help inform your business’ customer experience strategy. Don’t miss out on a unique summit with hundreds of your customer-centric peers. Get your tickets here.
Publish Date: March 28, 2016 5:00 AM
It has become common knowledge that data-driven decisions are essential to modern business. The old “throw spaghetti at the wall and see what sticks” strategy just isn’t going to cut it in today’s marketplace. At this point, we’ve all heard the words “metric” and “KPI” thrown around. Perhaps we’ve even started diligently measuring our own KPIs. But the question remains:
Once you’ve collected the data, what are you going to do with it?
Let’s go through the use case of an inbound call center to tease out what it truly means to make data-driven decisions.
Two Types of Reporting Metrics
Access past data within a specific time frame. Historical metrics can be used to help set realistic benchmarks (e.g. If the average abandonment rate was 45% in January, it wouldn’t be reasonable to expect the rate to be 5% in February.)
Real-time reporting is exactly what it sounds like – live data. Real-time metrics give you instant information about what’s happening in your call center at any moment. This is great for identifying and reacting to any issues, such as an elevated call volume.
Inbound Call Center KPIs
Any call center solution worth its salt will give supervisors and agents access to many different metrics. It is the responsibility of the call center manager to determine which key performance indicators (KPIs) to track in specific. Examples of call center KPIs include:
- Service level
- First call resolution
- Average handle time
- Average time in queue
- Average speed of answer
- Average abandonment rate
- Average after call work time
How to Leverage Your Data
Call center managers and agents who have invested in a call center software solution with advanced reporting and taken the time to configure and track their metrics may feel lost about next steps. It’s clear that data-driven decisions should be made, but what does that even entail?
1. Track the Right Metrics
First things first: whatever call center KPIs have been selected are a great indicator of where your focus should be. Why have you chosen to pay special attention to something if it’s not going to influence your strategy? Figure out which KPIs matter most for your company and start tracking them.
2. Compare the Data
Use industry benchmarks to get a sense of where your company stands. Is 10 seconds a reasonable speed of answer for call centers of your kind?
3. Get to the Root of the Problem
If one of your call center KPIs is notable for some reason (too high, too low, drastically changed in a short period of time), do what you can to determine why. If your average time in queue is too long, you may want to investigate whether you have an adequate number of agents, whether agents are spending excessive times on calls, whether agents statuses are not set to “Available” often enough, etc. When you have ascertained the cause, you can fix it!
4. Let Your Metrics See the Light of Day
Simply providing visibility into your KPIs can make a difference. Empower agents by letting them see the inner workings of your inbound call center. Allowing agents to watch their progress and adjust their workflows to meet goals enables them to feel more a part of your organization. You may even take it one step further and implement call center gamification.
Learn more and get specific figures when you tune in to our upcoming webinar with SpotHero’s Support Operations Lead, Nate Peace and Talkdesk’s Product Manager Robert Sur. They’ll be exploring how SpotHero incorporated real-time call center data from Talkdesk Live to improve their service level by 58%.
Publish Date: March 25, 2016 5:00 AM
The most efficient use of your time as a salesperson is to speak only with prospects who have a reason to be interested in your product. It’s simple – only sell to people who want to be sold to. Even the best ice cream merchant in the world is going to have a tough time convincing a lactose-intolerant passerby to come into their shop.
So how do you figure out who your ideal customer is? Here are five easy steps:
Step 1: Phone a Friend
Before you do anything else, reach out to your marketing team to ask them for help identifying your ideal customer and the key characteristics and pain points that make them unique. One of the major roles of any marketing team is to drive prospects to sales. This means that your ideal prospect is marketing’s target audience.
Step 2: Look in the Mirror
Think about your product or service’s value proposition. What kind of difference can you make in the life of a business or individual? Being customer-centric means thinking about your customers needs first and foremost, rather than trying to push an ill-fitting solution onto them. View your product through their eyes.
Step 3: Size up the Competition
The ideal customer of your competitors is your ideal customer too. It’s math. Figure out who the competition is marketing and selling to and then go after them yourself!
Step 4: Take a Headcount
Check out your current customer base. Every single one of them represents at least one part of your ideal customer. After all, they’ve signed up for your product or service. You must have gotten through to them one way or another! Even better than just sniffing around? Ask your customer base a few questions so that you have input to work off of.
Step 5: Hammer out the Details
Your ideal customer isn’t an amorphous blob. You need to drill down to the specifics of who exactly you’re looking for. Depending on your industry, your ideal customer is either a consumer or a representative of a business. Here is a list of a few of the myriad of factors you can look into:
- Consumer demographics: location, age, gender, race, socioeconomic status.
- Business demographics: location, budget allocation, number of employees, age of company, stage in lifecycle.
Note: Even when you are selling to a company, it is essential to market to the actual individual you are speaking with. What is their role in the company? What are they getting out of this deal? In the end, companies are made of people.
Step 5: Trace the Journey
For cold calls: Ask yourself why this person or company hasn’t reached out to you already. What has stopped them from connecting with you?
For leads: Learn about the interactions a person or company has had with your business. How did they find you? How many contact points have they had with your marketing or other teams?
No matter who the customer is, consider where they are in the buying cycle. Are they just exploring or is it time for them to make a decision?
Identifying your ideal customer requires an upfront time commitment, but will pay off in the long run. The more you know about the ideal customer, the better you can tailor your sales pitch. Added bonus: Unless your business is rapidly growing or changing, it won’t be necessary to seek out the profile of the ideal customer again very soon.
It’s time to get going on seeking out your ideal customer. Imagine how many more deals you could close if every person you spoke to was acutely interested in your product…
Publish Date: March 24, 2016 5:00 AM
Users of our CTI Widget may have noticed something different when they logged in today… It has a new look! The CTI Widget is sleeker, more user-friendly and just as intuitive as its predecessor. Let’s take explore what’s now available.
First things first. Who has access to the new CTI Widget?
Our CTI Widget is currently available to users with a Salesforce, Desk.com or Zendesk integration activated. Salesforce and Zendesk users do not need to take additional action in order to activate the new CTI Widget, but Desk.com users will need to take a few seconds to resize their phone integration for optimal viewing.
What’s new in the CTI Widget?
We’ve made several enhancements to the CTI Widget with this refresh. Here’s what you need to know:
Icon Menu Bar
The new CTI Widget now features a centralized menu bar for call controls. In addition to eliminating the need for text-based buttons, this intuitive set of icons frees up space in the CTI Widget, allowing for a more streamlined interface.
Pause Call Recording Functionality
If enabled, agents will now see a pause call recording icon in their menu bar. This grants agents more flexibility during phone calls and helps to protect sensitive information communicated during the call.
| Review call center call recording best practices. |
Enhanced Call Information
In addition to seeing a contact’s name and phone number, the new CTI Widget now also clearly displays whether the call is inbound or outbound. This gives agents the salient details at a glance and eliminates any confusion as to the origins of the call.
How will using the new CTI Widget benefit me?
Talkdesk’s new CTI Widget is more than just a pretty face. The agent-initiated pause call recording functionality and the new UI will further enhance the workflow of your agents. The CTI refresh will give agents working out of Salesforce, Desk.com or Zendesk a wealth of usability improvements. For example, agents using the new CTI Widget can now enjoy simpler add guest and call transfer workflows, as well as a cleaner interface for selecting outbound caller ID.
We hope you enjoy the new look of our CTI Widget! For more information and a step-by-step tutorial, please visit our Knowledge Base.
Publish Date: March 23, 2016 5:00 AM
March Madness may be sweeping the nation, but there’s a different kind of March Madness taking over Talkdesk. It’s March Product Release Madness at our offices! This month, we’re excited to bring you our highly anticipated reporting upgrade, Talkdesk Live. Our Product and Engineering teams have been hard at work for months, and we’re happy to say the time has come!
Talkdesk Live is an all-new real-time reporting experience within Talkdesk. Starting today, the previous “Live Calls” reporting tab will be replaced by a Talkdesk Live tab. We know you’re curious about what we’ve come up with, so we’ve written up this handy blog post to inform you of everything you need to about Talkdesk Live:
So, what’s new?
Talkdesk Live is full of great reporting features for supervisors, reps and agents. Here are the top four new upgrades you can take advantage of now:
Beautiful, Intuitive UI
The first thing you may notice about Talkdesk Live is its sleek, minimalistic look. Our goal is to provide you with the insights you need, while eliminating any clutter and confusion. Metrics are displayed clearly and in a variety of colors, so you can see all the details at a glance.
This Talkdesk-exclusive feature allow you to dig deeper into the most important aspects of your call center. With a single click, our drill-down graphics can reveal a wealth of information. See how your agents are spending their time and monitor live calls with drill-down graphics.
Talkdesk Live gives you the power to control which metrics appear on your real-time reporting dashboard. Select from over 15 inbound and outbound metrics for a look at your call center that is completely tailored to your team’s needs.
Every call center is different. With Talkdesk Live, you’re able to set custom metric thresholds according to your goals. When numbers begin to fall off-target, the metric widgets will change colors and alert you to take action.
We’ll be adding new features to Talkdesk Live regularly, so follow our blog to get notified when additions are made!
Who can access Talkdesk Live?
Talkdesk Live is available to all users on the Pro and Enterprise plans. Pro users of Talkdesk Live currently have access to:
- Four essential metrics: service level, longest wait time, average abandon time, average wait time
- Drill-down graphics
In addition to all Pro user features, Enterprise Talkdesk users can also:
- Customize which of 15+ metrics appear on their dashboard
- Set thresholds for these metrics
What are the advantages of Talkdesk Live?
Talkdesk Live was designed to be the ultimate real-time reporting experience for supervisors, reps and agents. With it, teams are empowered to take the steps necessary for improving performance across the board. Here are three ways Talkdesk Live can help your team:
1. See Your Data, Your Way
The beauty of Talkdesk Live is that it can provide an endless number of customizations. Organize your data by graph type, ring group, timespan and more. When you’re able to see your numbers in the format that works best for your team, it’s easier to understand what’s driving performance.
2. Gain Visibility Over Metrics
Talkdesk Live is fully optimized for display on both small and large screens. This means your entire team can see the status of your call center at all times. Visibility into call center metrics is often a key factor for successfully keeping agents engaged and motivated.
3. Empower Agents To Be Proactive
With Talkdesk Live, agents are better informed about the real-time status of their performance. Agents will be able to see exactly when a KPI begins to slip and take the steps necessary to correct course. This ultimately minimizes the need for supervisors to spend excess effort on “rallying the troops.”
We’re confident you’ll enjoy all Talkdesk Live has to offer! For more information on its features and configuration, please visit our Knowledge Base.
Publish Date: March 22, 2016 5:00 AM
The Talkdesk team today is five times the size it was just one year ago. (They don’t call us “hypergrowth” for nothing!) This unbelievable team growth has been necessary as our product has evolved and our customer base has swollen to more than a thousand companies.
Along the journey so far, we’ve picked up 160 incredible human beings. So how’d we convince them to join the team?
Let’s acknowledge that our cloud-based call center software is award-winning, industry-leading and cutting-edge. And sure, we have sick views from our dog-friendly offices in both San Francisco and Lisbon. Of course, our inaugural conference, Opentalk 2016, is going to be the most worthwhile event of year. And yes, we’re a tech company so our drink fridge game is on point.
But what really makes Talkdesk great is our team.
The Talkdesk team culture is predicated on mutual trust and respect. We are a company that supports and celebrates each other, one bang of the gong at a time.
Our Spotlight series is an extension of this celebration. In this series, I sit down with one of the people who makes our company great. For this installment, I spoke to Talkdesk Account Executive Sharaya Magaña.
Welcome to the Spotlight series, Sharaya! Tell me about yourself.
I grew up in the “Cowboy Capital of the World,” Oakdale, California. Oakdale is in the foothills on the way to Yosemite National Park, about 1.5 hours from San Francisco. It’s kind of your classic small town, right out of a movie.
Growing up in the country instilled in me a passion for the outdoors. I’m an avid skier and backpacker. I’ve already spent 22 days on the mountain this ski season and I’m looking forward to my first backpacking trip of the year.
Oakdale was a great place to grow up, but after I graduated from high school, I decided to spread my wings.
Where’d you go after leaving Oakdale?
I’m a Californian through and through. I lived in San Diego for a while, then made my way up to San Luis Obispo and finally to San Francisco. I got my Bachelor of Sciences in Public Health from San Francisco State University in 2010.
How did you go from a bachelor’s degree in Public Health to SaaS sales?
I’m really passionate about social justice and healthcare. I was then and I am now. When I graduated in 2010, I immediately took a job in the nonprofit sector, but it wasn’t what I had anticipated.
I decided to do a complete 180. These days, I still take time to volunteer with the causes that matter to me, but I can’t do it full time. It’s great actually because Talkdesk has the “Talkdesk Gives” initiative, which allows me to volunteer with my colleagues at food banks.
But, seriously, how’d you get into SaaS sales?
I was looking for a big change. Living in San Francisco, you’re surrounded by tech companies. I had a lot of friends who worked in SaaS and they always told me how fun and exciting it was. I just love the idea of working on cutting-edge technologies. My big kick is providing people with a solution that will revolutionize their business.
The other thing is thatI just have the personality for it. Sales appeals to me because I’m a goal-oriented and competitive person. I prefer to work in fast-paced environments where there’s a lot of stimulation.
At the end of the day, sales is just people and I’m a people person.
I was trying to chase down a unicorn. A friend of mine who worked here reached out and told me to come check it out. Talkdesk was everything I had envisioned in a startup and I was intrigued by the rapid growth. My first day of work was August 31, 2015.
What do you do day-to-day?
My role is an Account Executive for SMBs. I make deals for businesses with 100 employees or less. I talk to prospects about their business needs and find out if Talkdesk could be a good fit. I do a lot of discovery calls, demos and trial setups and configurations. I love interacting with prospects from all over the world. I’ve made deals with companies in Chile, Mexico, Germany, the UK, the Netherlands and Australia.
What do you think about our product?
When I do demos, people are really wowed. The UI is super simple and it’s very easy to configure. I also love that our product is constantly changing. I was really impressed with our new intelligent reconnect feature.
What’s your favorite aspect of your job?
I work with a really great group of people. The SMB team has fun every single day. There’s a real sense of solidarity on our team and we definitely play off of each other’s strengths.
Our team has a lot of outings – lunches, virtual golf, tacos. We have nicknames. I’m either Ray Ray or Raya. I also started a tradition that when one of us makes a sale, the others play their special song. For instance, Travis’ song is “Money” by Pink Floyd. Mine is “Grown Woman” by Beyonce.
What would you say to someone considering working at Talkdesk?
Life moves fast around here. We have big plans and we’d love for you to be a part of them!
Publish Date: March 21, 2016 5:00 AM
Customer support has evolved rapidly in recent years with the surfacing of new communication channels, the rise of the on-demand economy and the birth of the empowered customer who can bash or praise brands to greater audiences through social media. It’s only natural, then, that businesses are starting to offer multi-channel support, often choosing between the classic favorites – phone, email, live chat and social.
Yet with so many options available, and with new channels like video and SMS coming onto the scene, evaluating what combination of customer support channels are right for you and your customers can be a daunting task.
Talkdesk COO, Gadi Shamia, spoke on a panel with representatives from Desk.com, Salesforce and Zendesk about the future of multi-channel support during a recent CS Lab workshop. Here are some key takeaways from the panel that will help you consider what multi-channel direction works for you:
Define what kind of relationship you want to build with your customers
Evaluating your multi-channel support strategy should not be about the brand or price points, it should be about the relationship the strategy enables you to have with your customers. It’s important to pick the right channels based on what the kind of relationship and level of intimacy you want to foster with your customers.
Do you want your support agents to behave more like an emergency response team and fix problems as quickly as they arise (which all great companies should), or do you want to take it one step further and build a special rapport with your customer base? In both of these cases, phone support is the strongest channel for establishing relationships because it’s communication in real-time, it’s more intimate than reading words on a screen, and your customers can have your undivided attention.
When a customer orders pizza, for example, if it arrives soggy and cold, they’re probably not going to want to send an email. They’ll want to call the delivery service and get an immediate solution to their problem, which is a great opportunity for the company’s support team to make the customer feel at ease and re-establish their faith in the brand. The speed of response, the negotiation that takes place and the opportunity to make the customer feel warm and fuzzy would fall flat through a text message or email.
Start with one, then expand from there
Rome wasn’t built in a day, and neither will your support channel be. The most common support channel companies start off with is email since it can be as simple as setting up an account in a few clicks, publishing it on your website and monitoring your inbox. As businesses mature, solely depending on email support tends to fall short of expectations. Phone support tends to be the natural next choice for many support representatives that hear the need for real-time communication from their customers themselves.
Note: You should only invest in more channels when you’re confident that you can deliver great customer service across all channels. If you’re in doubt and probably can only master a few channels, then you should stick to those until you are ready to expand to other support channels.
Listen to where your customers are
The beauty of having a vast array of customer support channels to choose from is that you have the ability to find the perfect channels to meet your customers’ needs. Once your support team has matured and your business has continued to grow at a healthy pace, it becomes less about finding a core channel or two, and more about trying out multiple channels and turning them on and off depending on what suits your customers best at a given point in time.
For example, if you sell children’s toys, you may get away with solely offering email and live chat support for most of the year, but as the holiday season kicks in, you should be ready to quickly turn on your phone support and then turn it off again as the holiday craze subsides. Mastering multi-channel support is about being able to change and adapt in response to customer feedback and needs.
In the end, what will drive customer loyalty is not only fixing problems in a timely and effective manner, but fostering a relationship between you and your customers. Whether you want your customers to keep coming back or renew and upgrade their monthly plans with you, creating an emotional connection is key.
We’ll be discussing the hot topic of multi-channel support and best practices at our upcoming customer communication summit, Opentalk, taking place in San Francisco on Tuesday, May 17th. There are still tickets available so save your spot here!
Publish Date: March 18, 2016 5:00 AM
In the fight for brand loyalty, exemplary customer support is the ultimate trump card. Modern businesses are scrambling to keep up with the growing needs of empowered customers everywhere. What exactly it means to provide outstanding customer support isn’t fully clear yet.
There is a great deal of advice out there about how to differentiate your company’s support. (Some brands even round up customer service excellence tips once a week!) There are many lists of best customer service companies. There are even B2B companies that offer customer service consulting.
With so many choices and conflicting notions, it’s hard to know what direction to take your company in. Sometimes, it’s difficult to even figure out the terminology.
We can’t form your customer service strategy for you, but we can at least illuminate a term or two. In this post, we’ll go over omni-channel and multi-channel support strategies.
What’s the difference between omni-channel and multi-channel customer support?
Both of these terms have a nice ring to them. They sound kind of powerful and all-encompassing. But first things first…
What’s a support channel?
A support channel is a medium through which you can communicate with customers. Popular support channels include telephone, email, social media, live chat, video, forums and self-service knowledge bases.
What’s multi-channel customer support?
Simple. Multi-channel customer support is customer support provided across more than two channels. A company that has multi-channel support offers customers multiple different ways to interact with them. This enables businesses to meet customers on their own level.
What’s omni-channel customer support?
Omni-channel customer support takes multi-channel customer support to the next level. Omni-channel support, like it’s multi-channel counterpart, involves companies offering customers numerous ways to interact. The innovation is that omni-channel customer support takes a holistic view by attempting to create a seamless customer experience across channels.
Why is it important to provide more than one support channel?
Each individual support channel offers a specific type of customer communication. There are many unique instances in which phone is preferable to text, when self-service is more useful than live chat and so on. This makes it difficult to provide adequate service to all customers at all times if your company only leverages one support channel.
Multiple channel offerings show customers that you care about giving them options for how to interact.
What are the downsides of a multi-channel approach?
Let’s be fair; this question is a bit like asking what are the problems with US Women’s Soccer on the world stage. Yes, there are flaws, but it’s still miles ahead of the competition.
Multi-channel support is uncommon enough at this point that it’s a tremendous advantage, regardless of the drawbacks.
But I’ll humor you.
The problem with multi-channel support is that support teams can become siloed. The phone support team isn’t in great communication with the email support team, so customers may get a totally different experience when they interact with each team. This can be jarring and present a disjointed front to customers.
Omni-channel customer support is the wave of the future.
An omni-channel customer support strategy allows for a cohesive, positive customer experience. Not only can customers meet you on your own level, they can expect exemplary customer support no matter where, when or how they reach out.
As far as customer support advice goes, “Choose omni-channel” is a tip that’s not going to go out of style.
Interested in discussing communication strategies with a group of your customer-centric peers? Join the real-time revolution at Opentalk 2016.
Publish Date: March 17, 2016 5:00 AM