Cloud Business Apps

Communications


The Surefire Way to Create the Perfect Knowledge Base

By Niamh Lynch, 30 September 2014

Knowledge bases. Yeah, I hear ya. It’s not the most exciting part of your business, is it? People don’t rave about knowledge bases on Twitter, or center their purchasing decisions on how good your FAQ is, but don’t make the mistake that other businesses do. Just because it’s not the sexiest side of help desk software doesn’t mean that it’s worth skipping or doing the minimum required. Building a good knowledge base is essential to the long-term maintenance of your brand. Sure, it’s probably not going to set anyone’s soul on fire, but a good experience with a slick knowledge base and the understanding that it’s a great place to look for answers or even inspiration goes a long, long way towards cementing your brand as a great bet in the minds of your clients (and in saving your customer success team time and money by automating the answering of those simpler questions.) (more…)


15 Questions to Avoid Social Media Horror Stories

By Christophe Primault, 4 September 2014

Many horror stories have arisen about people posting inappropriate content to social media, leading to negative backlashes to their businesses. As a business, not only is it important to understand who is participating in social media on behalf of your company but also to know how it is being used. In this post, we discuss the need, no matter what's the size of your business, for a corporate social media policy and the procedures to put in place in order to control the flow of information being released in social media. And then we talk about social media marketing software that can help you manage it all. (more…)


Your Live Chat isn’t Perfect, but it Could Be

By Niamh Lynch, 29 August 2014

You've decided that live chat software will be a great addition to your customer service offering. Well done, you've made the right choice. Doing something, though, isn't the same as doing something well. Here are our best ideas for taking your live chat from average to outstanding. (more…)


The best apps are the ones that most adequately address the most aggravating tasks. And one of the most draining tasks in any business is workforce management. If you have a service team out making calls, in person or otherwise, you know just how dynamic and challenging it is to keep your team members on-task and on-time. If you’ve been in the field service management business for a long time, you know just how confusing the process used to be, back when it was a heaping mess of mobile phone calls and wrong directions. (more…)


Skype is a great tool for all sorts of businesses. Not only does it help you stay in contact with your team members no doubt scattered across the globe, but Skype also helps consultants and other business professionals stay in touch with their clients. You may even offer Skype conferencing as a part of your assortment of services, as is often seen these days. But have you ever thought of using another communications app as an alternative to Skype? (more…)



Your business is growing, and your users need help. As the numbers increase, it becomes obvious that you could do with a little auxiliary automation. But who are your end users? Depending on your business, they could be your customers, clients or your company's own employees, which makes it hard to know what software you actually need. The world of help desks can get complicated quickly. There is talk of external and internal help desks, the difference between help desk and service desk software, and once you've made that choice, a multitude of individual apps to choose from. It's confusing. Lots of articles on the subject claim to help you decide between individual tools, help desks and bug trackers and more. But there's a big problem: they assume you're able to make a very clear division between internal and external end users, and give advice based on that assumption. They don't always allow for the fact that you might not know - or suspect that you need a tool for both. (more…)


How to Create and Share Business Content

By Diana Berryman, 28 July 2014

Content Marketing is the buzz-word around town right now. There are a ton of options for content to share but it can seem a bit daunting if it is outside your comfort zone. Don’t be intimidated by the over-confidence of people online, most of us have winged it at some time. Learn as you go along. Find out what works for you and your business. More than likely you will make a few mistakes along the way but as long as you learn from them you will come out a winner! You already have all the tools you need, but maybe you don’t know it yet. If you are passionate about what you sell, you are halfway there. A love of your product or service is a great base to creating amazing content for your content marketing campaign. The next step is to come up with ideas for your content. (more…)


How much time, effort and money do you spend on helping your customers and clients? What if I told you that you could slash all those variables by automating as much as possible? Automation might conjure up ideas of robotic assembly lines like the one in the picture, but that's old school. These days automation is as at home in your office as it was in the factory. Help desk automation is not just within your reach, it's also ripe for the picking. (more…)


GetFeedback VS UserVoice How do they Compare?

By Diana Berryman, 16 July 2014

The customer is always right is a great business philosophy for most business models out there. But how do you know what your customers want? By all means ask your questions and receive feedback on your social media accounts, but how many people will actually see them? It could be time to up your game and take advantage of the great online tools and apps that are available. Creating branded customer service and real-time customer support is the way to go. Collating customer feedback, offering immediate, online support services and continuously measuring the results is the new, cool kid on the block! (more…)


What, share it? That’s right. For information to be of real value, it must be made available to people when they need it. Silo mentality is a recipe for extinction in today’s fast-moving business world. But even if information is power, that power has to be used correctly. Think ‘bionic’ or ‘laser-focused’, but think also about a system to share information according to your rules – a system that then works by itself for a project or process without you having to constantly intervene. (more…)