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November 2007
How Much Analytics Is Too Much...?
Friday, November 30th, 2007 by AdamYou can never know enough about how your business is running, how customers are interacting with your employees and the different services you offer, or what time of a day, month, or year is the busiest for your business in terms of incoming calls. The reports and analytics available with the Ifbyphone service lets you drill down to the core of your business and see exactly how your communications are working. Use the Call Analyzer Report to compare the amount of incoming calls and Click-to-Calls to the outbound calls your business is making.
Who Else is Listening to Your Customers?
Tuesday, November 27th, 2007 by MosheVerizon did something quite remarkable with their new cellular telephones: the phones alert you "as well as anyone else nearby" when you dial the police emergency number. As you might imagine, that's not always a good thing. More precisely, Verizon is implementing a government mandate that cellular phones notify you when they connect to 911. It's a bad idea in the first place, of course, but that's the fault of the FCC. Customers are up in arms.
Does Speech Technology Work?
Thursday, November 15th, 2007 by AdamLet's travel back in time for a moment, way, way back to the year 2005. The Internet was beginning to recover from the bubble burst a few years before and IVR technology with automated speech recognition, while commonly used by the customer service departments of large corporations, was still something people were skeptical about. Many consumers preferred human interaction when dealing with billing departments or service specialists.
The Gooey World of VUI Management
Wednesday, November 14th, 2007 by AdamSpeech is a tricky thing. It can be hard enough to get a co-worker sitting at the desk next to you understand what you're saying, let alone trying to make a computerized voice machine send you to the right message over the telephone. With so many companies going the way of computerized Virtual Receptionists and using VUIs (voice user interfaces) to conduct day-to-day business, it's increasingly more important to have a system that can read different accents and variances in speech.
For Better Applications, Listen to What Your Customers Say
Tuesday, November 13th, 2007 by MosheWhen I go to Starbucks for a cup of tea, I'm always asked what size tea I want. At first I didn't want to spend time remembering Startbucks' silly jargon for the different sizes, and I tried to tell them "small" or "medium"; but then I found they would repeat "tall" and "grande" back at me and expect me to parrot the words back at them. I realize that the people behind the counter are only doing their job, but frankly I always try to get tea elsewhere rather than put up with this rather annoying Starbucks marketing trick.
Images and Text - What Grabs The Eye?
Friday, November 9th, 2007 by AdamIn a previous blog, we discussed the way placement, image, text, and branding are all vital to a successful Click-to-Call. Those are the basics that lead to more conversations with your customers. But let's talk specifics. What types of images really grab a Web surfer's attention? What text leads them to click a button or link and call?
10 Tips For Click-to-Call Success
Tuesday, November 6th, 2007 by AdamIt's Saturday and you've gone to the local superstore to purchase flowers, tools, or a new wine chest for the living room. You've walked into the store, but it's huge like a warehouse, so making it there is only the beginning of your search. What you need now are sales or support people walking up and down the long aisles. If there isn't any help roaming the store, you might leave without buying anything, overwhelmed at the mass of information, services, and goods that are confusing in their abundance.The same theory of service and support applies to your Web site.