One of the great parts of a trade show is being able to quickly do the ‘who are you and why should I share my secrets’ dance. On the phone, it seems to take forever. In email it feels like you never have full partnership.
At IRCE 2012 (Internet Retailer Conference and Exhibition) at Chicago’s McCormick Place this week, I was able to get past the dancing and have much more open conversations with vendors. Sure, we still have secrets. Sure we did not show all our cards. Sure there is still room for negotiations when we get to that point. But, we can start from an understanding of who we are, what we are looking for and how to work in partnership with each other.
Or not. I find a trade show is a great way to see if the message of the booth and the message of the literature and the message of those working the booth match – at least someone gets it. But more likely they are 20 times more likely to be who they say they are.
Global Response passed the test. They are a call center (and contact center) handling inbound and outbound. What I enjoyed in our conversation, was a willingness to share their stories, how they excelled, and where they were not a match. It is always a challenge to ask someone ‘what do you do well’ and the reply is ‘everything’. 1st they probably don’t even understand what excelling in an area is, and 2nd they probably don’t know how broad the industry is. Global did not take this route. They have a three of U.S. based call centers. Points for setting up their 2nd and 3rd one’s in an economically depressed area. But that has turned into a win-win – greater loyalty, happy staff with lower turnover (one of the greatest challenges of any call center) then normal.
Their clientele are a mix of non-profits and larger corporate clients. Their rates are not the lowest for domestic, but seem reasonable. They seem to have a good understanding of one of the keys to a call center relationship being successful – training of the trainer, and ongoing communications. Certainly working in the different modalities of a call/contact center is a challenge.
Different vendors will split on the philosophy of whether to have all modalities in one team or separate teams (phone, email, chat, social media). The challenge is do you train 3 or 4 teams on a product/service line with members that specialize in best practices of each modality? Or is the best way to have one team of superstars (hopefully) that need to learn all four modalities, and juggle appropriately? This becomes a nuanced discussion with a larger project/volume. But becomes very key for smaller contact center volume, where having multiple teams for low volume can really throw the numbers off. Global has chosen to go with modality teams (one for phone, one for email/chat) for each project.
Of course how you handle shared resources as an adjunct to this can help with the compromises in either choice (single team per client or single team per client and modality). Global Response seems like a good candidate for a RFP request for contact center where domestic service is appropriate.
I could go more into how to best choose a contact center, but I will let Global Response’s list be a fair starting point in this changing and flattening world where technology is changing the game economics quarter by quarter.
IRCE 2012 – BoldChat from LogMeIn (review from Internet Retailer Conference and Exhibition tradeshow)
Another review from what I discovered at IRCE (Internet Retailer Conference and Exhibition) tradeshow in Chicago, IL.
One of the more interesting solutions I found for eCommerce sites was from one of my favorite SaaS providers – LogMeIn. They have been providing great remote access for my remote support needs, as well as for many clients. LogMeIn is an easy solution to implement – a quick client based program, and you have the ability to access your (or your clients) computer from any current browser. It handles multiple monitors and has multiple layers of security. They have different levels of product from Free (really free) to enterprise.
LogMeIn has introduced BoldChat (they may well rename or at least redo the logo which looks like 3 different words) as a low cost chat solution, a midrange solution and an enterprise solution to go up against LivePerson.
The low cost option is Free – http://boldchat.com/free-live-chat-software.asp. Can’t beat that cost, the limitations seem to be reasonable. The biggest limitations are how many chats per month, and how many concurrent sessions are running. This is enough to get most small ecommerce sites up and going, allow them to build those FAQ answers, and design how to organize your resources for prompt response. By the time the number of chats (750 per month) is becomes limiting, the next level should be a no brainer for your organization to fund at less then a fast food lunch is these days.
The basic level is $99 per seat per year or $9 per month. So for less then a Vonnage account, or RingCentral or any other telephony solutions (well maybe Skype can be less) you have a great way to be able to have chat. Complete with a self documenting solution for building your business into a repeatable solution.
The enterprise level has more features, and does cost less then your typical rent for the desk space and share of a break room for your agent. This level will integrate into SalesForce.com, have predictive messaging, better integration across team members and more reporting. At the enterprise level the mindset is to work more collaboratively as a team across your chat team.
Chat is quickly becoming the expected norm in ecommerce to assist in providing excellent quality service to visitors who want to learn about your product. If you don’t provide enough service on the site, they will take there business elsewhere with the click of a mouse or often with a quick jump in the car. Chat is also an opportunity to see into the customers real needs and questions, rather then having to guess what they are looking for. This tools allows you to collect real questions (in the way real visitors ask them, not how you think they ask them), and allow you to sculpt your most appropriate answers for re-use.
If you are planning on having relationships with your clients and will be using the Internet, plan on experimenting and testing with chat as soon as possible. It’s useful not just in answering a few questions while juggling another voice call, but also in having a self documenting way to collect answers for your next agents, and sales team members. These can be collected and put into a FAQ – Frequently Asked Questions (a whole other post). That is one of the easier ways to implement the systems approach of Michael Gerber’s E-Myth Revisited of working ON your business, rather then IN your business.