Engaging Social Media as a Customer Support Tool
Nothing compares to a strong, web-based, customer support tracking tool to streamline and manage customer support requests, but today more and more customers are taking their requests and complaints into social media. Savvy customers know that organizations do not want negative comments on their facebook pages and can get fast resolution going that route, but did you know that social media can also be a great way to proactively manage your customer support? From [...]
The importance of providing first-rate Customer Support!
It’s a given, if you have customers you have support issues. Whether you serve retail customers or other businesses, support issues occur and must be resolved. Today, more than ever, providing first-rate customer service is necessary to earn and keep your customers. Some contributing factors to increased expectations are: We have become used to getting information quickly. When we have to wait a few seconds can seem like an eternity. Many businesses are running [...]
BYOD Mobile Security Concerns
In our last post we talked about supporting mobile users and the increase of 'Bring Your Own Device' practices. Here is a great article from Gartner that speaks to some of the security concerns related to BYOD's. “Shifting from an enterprise-owned mobile device fleet to having employees bringing their own devices has a major impact on the way of thinking and acting about mobile security,” said Dionisio Zumerle, principal research analyst at Gartner. “Policies and [...]
Supporting Your Mobile Users
With today’s workforce becoming more mobile than ever, supporting workers in a mobile environment is essential to ensuring employees can access the information they need to do their jobs, as well as easily comply with company documentation. The added acceptance of Bring Your Own Devices (BYOD) to the workplace is allowing workers to do more of their work on their own personal Smart Phones and tablets. A web based platform allows workers to access [...]
Novo Solutions & Public Stuff — Boost Philly 311 Citizen Call Center
Citizen Relationship Management Portal Like peanut butter and jelly, some things that are great individually are even better joined together; that is the case when Novo Solutions and Public Stuff came together with Citizen Relationship Management to help enhance city 311 services for the citizens of Philadelphia. The City of Philadelphia currently (2012) uses the Novo Citizen Relationship Management Software to track issues in their Philly 311 citizen services program. It is a great tool [...]
Knowledge Base Software Solution: In-House & External Support
By now most people are familiar with the knowledge base software solution. It’s a great tool for storing & retrieving organizational information. You may be using one for storing company knowledge, or providing information on your website, or a combination of both. Yet many people who have this everyday tool still underutilize it in the workplace. Here are a few suggestions to get the most from your company knowledge base. Knowledge Base Software Solution Uses: [...]
Customer Support Software | Avoiding Customer Frustration
Customer support is a key focus here at Novo. Because of the nature of our business, we practice this on two levels. Firstly, we are in business. We have customers. Therefore we must ensure that we are supporting our customers. Not only is excellent customer service a key part of our business model, but businesses that don’t support their customers don’t stay in business very long. Secondly, our business software revolves around helping others provide [...]
Taking the pain out of searching for software
Searching for software online can be an unpleasant task. Whether for a work application or personal use, success in getting the right software can be key to saving time and money. I straddle both sides of this fence. As marketing manager for Novo Solutions I want to provide our visitors with the information they need to evaluate our software in ways that make it easy for them. My job also involves utilizing software to aid [...]
What would you do in case of a knowledge blackout?
Beginning tonight at midnight Wikipedia will be closing down its US site for twenty four hours to protest the federal anti-privacy legislation known as SOPA, warning it is a threat to free speech. Whether you agree with or oppose the proposed legislation this action raises a lot of issues. Free speech governance concerns aside, an intended consequence is that many who rely on wikipedia for information are going to be disappointed when they cannot get [...]
Cloud Computing | Is the forecast changing for good?
For years industry experts such as Gartner and Forrester have been forecasting the growth of hosted services, but many businesses have been slow to embrace ‘the Cloud’. Some organizations are leery of posting sensitive company data in the cloud while others have business needs that are not met in current hosted offerings. Many are doing business as usual adopting a ‘wait and see’ attitude to see how technology evolves, but recent events may bring big [...]