Key Customer Service Mistakes You Should Avoid

Customer service is the backbone of a successful business. It could be the difference between good reviews and repeat customers, and word getting around about negative customer experiences and people avoiding your business altogether.

Given that customer service is so important, it is valuable to know some of the most common customer service mistakes. Customer service experts lent their expertise to Business News Daily and shared how to avoid them.

Just because it can be automated does not meant it should be, and it also does not mean the automation will automatically translate into cost savings.

Don’t automate just because you can. Avoid erasing all personalization and direct contact with the customer. When possible, provide a variety of different communication modes, as some customers prefer online chat while others want to talk to a person over the phone.

“Give them that option. Don’t force customers to use frustrating phone trees,” said Dana Brownlee, founder of consulting firm Professionalism Matters.

Assuming you

Top Business Phone Systems

To help you find the right business phone system, we researched and analyzed dozens of options in 2017. Here is a roundup of the business phone systems we think are best and an explanation of how we chose them.

Want to take a step back and learn more about business phone systems? See what experts advise in our guide to choosing a business phone system, and then come back here to see our best picks again.

8×8 offers everything a small business would want in a phone system. The service is a cloud-based voice-over-Internet Protocol (VoIP) system that doesn’t require expensive PBX hardware or a trained IT staff to set up and maintain. All that’s needed is high-speed Internet access and IP phones. The service was among the most reliable we found and comes a complete host of features and tools. Additionally, the level of customer support was among the best we found.

Editor’s

Time and Attendance Systems Business

Stratustime offers everything small businesses need in a time and attendance system. The cloud-based solution has a comprehensive assortment of time-tracking options, with employees able to clock in and out via traditional time clocks, internet-connected computers, mobile devices and telephones.

The system also manages paid time off, generates employee schedules, monitors overtime hours, integrates with a wide range of payroll services and features a variety of mobile options.

We were impressed with the system’s easy-to-use online portal, the company’s customer service and the system’s affordable monthly cost.

The uAttend time and attendance system is a good fit for very small businesses because it is cloud-based and requires no special software to install. The system is very flexible, letting employees clock in and out with time clocks, web browsers, mobile devices and telephones.

UAttend’s time clocks are plug-and-play ready, include lifetime guarantees and are among the cheapest we found. Besides its ability to record when employees come and go, the system also manages paid

The Pinterest for Business

Creating your account

To use Pinterest, you first have to sign up for an account. For businesses, it’s really important that you make sure you specifically sign up for a business account. Using the main sign-up page creates personal accounts — to create a business account, go here.

It’s important to make this distinction because business accounts, while free like personal Pinterest accounts, give you access to features to help your business thrive on the platform, like analytics tools.

To sign up for a business account, you need to enter your email address, a password, the name of your business and your website (though including your website is optional). You also need to select what type of business you run from a drop-down menu. From there, you can set up your profile.

When you log in to your Pinterest account, you’re taken to your home feed. Your home feed shows you all of the most recent pins from the other Pinterest accounts you follow and features endless scrolling for seamless browsing.

Across the top of each page you visit on Pinterest, there is a large search

Elements of a Good BYOD Enterprise Program For Business

The corporate workforce is changing: Employees used to stay chained to their cubicles, plugging away on company-issued PCs. Today, remote workers perform the same tasks on their own high-tech tablet or laptop while soaking up the atmosphere at their local coffee shop.

Employees are increasingly using their own devices as the mobile workforce grows in importance. A Computing Technology Industry Association study found that 84 percent of professionals surveyed use their smartphones for work, but only 22 percent of their companies had a formal mobility policy. The upshot of this mobile shift is that corporate networks will be increasingly vulnerable, unless these devices are reined in with a BYOD enterprise program.

If your company lacks a mobility policy, consider incorporating the following five elements into your BYOD program to save time and money.

1. Include clear, written rules

Eliminating risky end user behavior through clear BYOD policies saves IT expenses right off the bat. Some of the most salient points to cover in writing include:

  • Prohibited devices, such as jailbroken phones
  • Blacklisted applications
  • Procedures for lost or stolen devices, including the possibility of wiping out all data on a device
  • Privacy disclosures, such as what personal

Tips to Secure Mobile Workforce Devices

Bluetooth is best known as the wireless technology that powers hands-free earpieces. Depending on your point of view, people who wear them either:

a) Look ridiculous (especially if shining a bright blue LED from their ear);
b) Appear mad (when apparently talking to themselves); or
c) Are sensible, law-abiding, safety-conscious drivers.

Whichever letter you pick, insidious security issues remain around Bluetooth attacks and mobile devices. While most of the problems identified five to 10 years ago have been straightened out by now, some still remain. And there’s also good reason to be cautious about new, undiscovered problems.

Here are a few examples of the mobile security threats in which Bluetooth makes us vulnerable, along with tips to secure your mobile workforce devices.

General software vulnerabilities

Software in Bluetooth devices – especially those using the newer Bluetooth 4.0 specification – will not be perfect. It’s unheard of to find software that has zero security vulnerabilities.

As Finnish security researchers Tommi Mäkilä, Jukka Taimisto and Miia Vuontisjärvi demonstrated in 2011, it’s easy for attackers to discover new, previously unknown vulnerabilities in Bluetooth devices. Potential impacts could include charges for expensive premium-rate or international calls,

Is It the Age of Big Data Mean to Your Business

First there was dot-com. Then web 2.0. Then cloud computing. Now it seems “big data” is catching all the headlines.

Big data is the term used to describe the enormous datasets that have grown beyond the ability for most software to capture, manage and process the information.  But volume is not the only way to define big data. The three Vs generally used to describe big data also include the multiple types – and sources – of data (variety) as well as the speed (velocity) at which data is produced.

If you need more perspective, think about this for a second: According to IBM, 90 percent of the data in the world today has been created over the past two years. That amounts to 2.5 quintillion bytes of data being created every day.

How can big data help me?

Big data may seem to be a bit out of reach for SMBs, non-profits and government agencies that don’t have the funds to buy into this trend. After all, big usually means expensive right?

But big data isn’t really about using more resources; it’s about effectively using the resources at hand. Take this analogy

Benefits Mobile Device Management

Visions of kicking back and working from the beach with a piña colada in one hand and an iPad in the other are no longer just flights of fancy for many workers. Businesses are finding that it really is possible for employees to work remotely on their own devices without losing any productivity.

As a result, many companies are measuring the benefits of employees working remotely against the logistical issues inherent in developing a mobile device management plan.

There are many tangible benefits of BYOD (Bring Your Own Device), including:

  • Reduced equipment costs
  • Increased employee satisfaction and efficiency
  • Decreased IT staff burden (since employees maintain their own equipment)
  • Reduced office space square footage (as workers are mostly off-site)

The risk in BYOD is that these devices can potentially expose security vulnerabilities not directly supervised by IT staff or addressed by corporate antivirus solutions. This is where the need for mobile device management comes in.

A new landscape of threats

Tablets and smartphones are arguably less secure than desktop PCs and laptops because they lack pre-installed malware protection. Most computers include at least a trial version of an antivirus suite, but for the newest mobile gadgets,

Be Proactive About Potential Breaches With Mobile Devices

Are you tiring of users continuously badgering you to get corporate network access for their mobile devices?  Does your corporate management want to buy tablets for the sales team? If so, your small- to medium-sized business (SMB) needs to start proactively addressing mobile security breaches such as malware.

Modifying your existing security policies and protocols, establishing new policies and educating your mobile workforce are economically sound frontline solutions for securing your corporate enterprise and trade secrets.

Here are some tips on how to address mobile device security breaches beforethey happen:

  • Establish corporate information access guidelines. It’s important to pre-determine how mobile device users will access corporate information. Will users download data to devices? Will they access the data remotely? The answer will vary from company to company, so be sure to consider your situation uniquely.  If your company has to be in compliance with a regulatory body like PCI Data Security Standards (DSS) or the Health Insurance Portability and Accountability Act (HIPAA), then consult with your auditor before enabling network access to mobile devices.
  • Establish device control policies. Bring Your Own Device (BYOD) can be full of benefits like saving on corporate hardware purchases

Here Benefits of Outsourcing Your IT

Just a few short years ago, the image of an IT department for small and medium businesses was one of Dilbert-looking technicians noodling around with Cat 5 cable and speaking in a blend of Klingon and Robot. In other words, IT seemed completely remote, complicated and inaccessible to most employees. Additionally, each new hardware and software deployment, including installing malware protection, could take weeks to manually implement across the enterprise, and rarely went smoothly.

One solution – outsourced IT – has found greater acceptance in the past few years as its benefits have become more tangible to even small businesses. It is estimated that globally, 74 percent of companies use some form of outsourced IT solution, up 25 percent from 2009.

Read further for compelling reasons why a small or medium business should consider the IT-outsourcing trend.

Cost savings

Moving IT off-site can save an SMB thousands of dollars per year. As most business decisions are predicated on the bottom line, this is often the main driver in the decision to migrate. Areas of savings include:

Reducing hardware expenses. Servers, storage, cabling, cooling, and datacenter square footage expense can now be on a

Tips Tablets Make SMBs Faster and Lighter

The Apple iPad and its many Android “sincere flatterers” have comprehensively shaken up the market for mobile computing; in fact, the late Steve Jobs coined the phrase “post-PC for just this situation.

The days of the traditional laptop computer may not be totally over, but is a hinged screen-keyboard combo the only tool for serious mobile work? Nope. Here are five reasons why….

1. For content creation, just add keyboard

Tablets are great for content consumption. Hit the button, and you’re immediately scrolling through Web pages, YouTube videos, annoyed avians and the like. This can lead to the impression that tablets are only good for passively consuming; that they’re no use for creating content, such as documents, spreadsheets and other staples of business life, but that’s short-sighted.

Obviously, tablets’ on-screen keyboards aren’t easy or ergonomic typing tools. However, there’s a wide range of Bluetooth options available that can turn an iPad or Android tablet into a lean, mean, writing machine.

But if you’re going to add a keyboard to your tablet, why wouldn’t you just buy a laptop? The next three reasons answer that…

2. ARM = light weight + long battery

Info Leverage the Cloud for Superior Customer Service

Along with enduring root canals and eliminating malware, dealing with customer service call centers probably ranks near the top of the “most painful experiences in life” list for many people.

Causes for the discomfort include: complex telephone trees that require a preposterous number of key presses to get anywhere; interminable hold times; agents who lack all but the most child-like expertise; and, most maddening: when a customer finally connects with someone who might actually help — they are frequently disconnected.

There has to be a better way. And, there is… in the cloud.

Cloud-based services and applications are making headway into reducing this customer service mess, allowing small business owners to affordably improve the customer experience with cool features that people love, including social media and mobile device interfaces.

The importance of customer service management (CSM)

According to a ClickFox survey

  • More than 50 percent of disgruntled customers will spread negative information to others in their social circles.
  • More than one-third of unhappy customers will completely stop doing business with a company that has wronged them.
  • Even worse, 60 percent of those people exposed to these negative comments in social media are influenced by

The Endpoint Management

The variety of ways workers are now connecting together and to the web to work more effectively continues to grow.

As the connections expand, so do the steps that need to be taken to ensure those connections communicate with the network in a secure fashion.

Because employees increasingly are using mobile devices to connect to the corporate network, this puts pressure on IT to provide endpoint security and device management solutions that make sense for both the mobile worker and the enterprise.

Research firm IDC predicts that the number of mobile workers will increase to 1.19 billion by the year 2013. The variety of devices that these workers use to connect to the network will also continue to grow.

According to the iPass 2011 Mobile Enterprise Report, 73 percent of enterprises allow non-IT managed devices to access corporate resources. This is a figure that is likely to get larger as 83 percent of firms said they expect to support Apple’s iOS, while 77 percent anticipate supporting Android-enabled devices.

Each mobile device provides its own set of security vulnerabilities. Additionally, mobile equipment has less evolved security applications – most have no anti-virus or anti-spyware

About Latest VoIP Solutions

Many SMBs and SOHOs are walking away from their traditional phone companies and moving to the Internet for their telephony needs. In tech jargon, they’re switching from POTS (“plain old telephone service”) to Voice over IP (VoIP, pronounced as one word). Read on to find out what it is, why you should use it, and what to watch out for.

VoIP lets you make phone calls over the Internet with a number of advantages over your landline. It gives you low calling rates, especially when making overseas calls; excellent voice quality, rather than the muffled squawk of a traditional phone; and extra features (or easy access to the hard-to-use features you already have).

A phone using VoIP is different from a regular phone; instead of connecting to an analog phone line, it connects to a computer. That computer is usually called a VoIP gateway, and it’s the bridge between the handset and other telephone users.

Breaking it Down: VoIP Types

Cloud vs. Local

The gateway connects you to the regular telephone network, or to other VoIP users. Your gateway might be on-site, or it might be a hosted service—“in the cloud”—that you connect

Business Achievement

What is Achievement?

Achievement is what you have done of significance at work which has benefited your company or organisation. Think about your work achievements. Or even your life achievements – these are the successes that you have had so far. Perhaps you have just passed your driving test, or maybe after many years of trying, you have learnt to swim. This is an achievement as it is something you have worked hard for, and in the end the results have been successful.

Why is this important?

In our lives it is important to have objectives so when you have reached them you can say you have some achievements. Think about when you were younger, and your ambitions. Maybe you wanted to become a doctor, so you studied hard, and you finally became a doctor. Perhaps you wanted to have a house with a big garden. Can you remember the day you fulfilled this dream? These are personal achievements and they give you the feeling of self-satisfaction, confidence, and happiness. Let us now take a look at your work achievements. When you have achievement at work it means

Financial Benefits of Moving to the Cloud For Business

Why move to the cloud? There are plenty of good reasons, but mainly it makes good business sense. You can call it efficiency, or call it doing more with less. But whichever spin you prefer, cloud computing lets you focus on what’s important: your business.

Cloud computing can be used for almost all types of applications, not just business security. While the idea of cloud computing can sometimes seem hard to grasp, it’s clear that it saves its users money – especially SMBs, including small office/home office (SOHO).

Plenty of oh-so-clever industry people will tell you what cloud computing is and isn’t. Here’s my simple view: It’s what we used to call software as a service (SaaS), but it’s set up so it’s easy to switch on, simple to expand and contract, and usually has a usage-based pricing model.

Read on to discover why moving to the cloud will save you money in five ways (six, if you’re picky)….

1. Fully utilized hardware

Cloud computing brings natural economies of scale. The practicalities of cloud computing mean high utilization and smoothing of the inevitable peaks and troughs in workloads. Your workloads will share server

How to Finding Your USP for your Start-up Business

We spoke to her to find out how finding your Unique Selling Proposition or USP can make a serious difference to your business.

Get an Outside Perspective

As an entrepreneur herself, Lisa cautions that it’s easy to get caught up in the minutiae of running your business and lose sight of what truly makes your product unique. “You can’t see a building in its entirety when you’re inside the building,” she explains. “And when you’re an entrepreneur, who’s living and breathing your business every day, you can easily lose perspective on it. What ends up happening is that the business owner is not looking at the product from their customers’ perspective. They’re looking at it from the inside out.”

“We are all here to serve our customers, to take people’s pain away or add value,” she continues. “Until we get that message baked into our thinking, then sometimes it’s going to feel like we’re pushing a rock up a hill because we’re selling something that perhaps we don’t necessarily want or need. Ultimately, your USP is what your customers value. Not what you value.”

Learn From

Business : Axonista CEO Claire McHugh on Women in Tech

Claire didn’t follow a traditional path into Silicon Valley, having attended Ballyfermot Art College’s Rock School and studied communications at DIT, before eventually co-founding Axonista in 2010 with former colleague Daragh Ward.

“If you look back to when the iPhone came out, that was a pivotal moment for me, it was probably the founding vision of our company. I think Daragh showed me an episode of Family Guy on my mobile phone and I remember thinking this is the future – you can actually watch video on your mobile phone, what does this mean for the future of video? So, that’s what Axonista do. We help brands navigate that whole new era of television that is online and has leaped off the TV set in the living room and is now on all these different smart devices.

“Previously, I worked in sports TV – in Setanta, which was also a really cool start-up. I knew back then that the market was shifting and going through phenomenal change. TV definitely isn’t dead but it’s evolving into a two-way interactive system with audiences. Our company name Axonista means ‘revolutionary thinking’ which comes from the word ‘axon’ which

Tips to Find Efficient Power Plant Electrical Contractors

Choosing a good contractor experienced in working with myriad OEM machines and equipment is always a smart decision. Although it might be really simple to find an

electrical contractor to do electrical repair work in your residence, choosing the right one can make a big difference. There are a few considerations you need to keep

in mind prior to choosing an electrical contractor.

1. Check the license: Never hire an unlicensed contractor or electrician in any capacity. It may look like a good deal, but it may end up costing you more than extra

money in the end. Unlicensed contractors are not bonded and have not taken any kind of exam to be assured they have the knowledge to perform the type of work you may

need to be done.

It is important to choose an electrical contracting specialist who is completely certified to take the job. It would be much preferred if the contractor is a person in

a most respected establishment as it will provide better results in the conclusion of the job. The recommendation of relatives and buddies may also be looked for prior

to hiring electrical engineer to conduct the service. The certification of every contractor must be verified. Clients must

Backing Retail In Business

Mark Cummins, the man behind Pointy, spoke on The Capital B this week. Not his first foray into the world of tech (he previously sold a company to Google), Pointy aims to help get local stores online as well as help consumers find the products they need fast.

So what exactly does it do? Pointy is a device that attaches to the barcode scanner in each shop and automatically lists the products to a website, Mark explained where the concept came from;

“It really simplifies making a website for a local shop, quite a lot of local retailers have websites but they’re not getting anything out of it. Consumers are looking for products and that product information is not available online so all the local shops are invisible. When people are doing these searches on Google they’re getting redirected, so local stores are not picking up the business that by rights they should be”

“It’s like a location service, most of the time people just want to go in and pick up the product in person, you’d be absolutely amazed by what people search for.”

Pointy also has