Whether you’ve noticed it or not, the Internet of Things (IoT) is spreading and influencing your lifestyle. Look no further than your car and you’ll see an inventory of gizmos and gadgets no one had dreamed of just a few short years ago. GPS, Bluetooth and video/music streaming now sells more cars than torque or […]
The Internet of Things (IoT) has grown quickly and spread widely throughout the consumer market in the last few years. Both manufacturers and end users find themselves overwhelmed by a rapid array of IoT products. The IoT ecosystem is a moving target It is in this context that Infolink-exp has decided to offer its services. […]
You just had a great write-up on Mashable or Techcrunch. You’re company is growing like gangbusters. The products are flying off the shelves. And the support calls have exploded. You need your new outsourced support team up and running like…yesterday. But for this to happen, there are certain things that need to take place to […]
As we illustrated in our blog post The Guide to Growing Your IoT Business Through the Customer Journey Support Model, supporting the customer throughout her journey with your product is key to growth for IoT companies. In fact, the rise of the Customer Success group in consumer technology organizations and of the Chief Customer Officer […]
Some of the biggest mysteries of the world come in “7s.” The seven wonders of the world. Seven unsolved mysteries that science can’t explain. The seven “new” wonders of the world. And then there are the seven criteria for determining an outsourced customer journey support budget. Because really, trying to figure out how to set […]
To really scale your IoT business, your customer success and support infrastructure and processes are critical. We discussed this at length in our blog post The Guide to Growing Your IoT Business Through the Customer Journey Support Model. Two of the main considerations for any operations leader, customer success or customer support manager at a […]
When you’re launching a startup, especially if you’re in the exciting IoT space, one of the last things on your mind is support. It’s not as fun as the other stuff: developing breakthrough technologies. Getting press on Mashable. Getting your first 100 users. But support? That’s boring, right? Well, support is essential, as we discuss […]
According to technology research firm International Data Corporation, the Internet of Things market will reach $1.4 trillion by 2021. IoT will become an intimate part of our lives, both on the consumer side of things and for industrial applications. The diversity of IoT devices being brought to market is mindboggling, particularly in the consumer space, […]
You’ve found it – the complete guide for designing a customer journey support system that will boost the growth of your IoT business, specially for consumer-oriented IoT companies. There are a million different opinions about key growth factors for technology companies. Some assert that customer acquisition is the key. Others claim that having a […]
Earlier this year the world was shocked by a graphic video of David Dao, a Kentucky man, who was dragged off a United Flight, his face bloodied and body limp. But this wasn’t the first time United had problems. There was the famous 2009 music video, United Breaks Guitars, created after the bassist for the […]
Sales and marketing gurus love to focus on how to create more awareness, generate more leads, and close more sales. It’s what’s “sexy” in the blogging world. But the old refrain, “It’s easier to sell to existing customers than to new ones,” is truer now than ever before. In our infographic on Customer Loyalty In […]
Companies today are prioritizing the creation of amazing customer experiences. They know that excellence in sales and marketing is not enough – they must also delight their customers throughout the customer journey, both before the sale and after the sale. Belgian Big Data company NG Data recently researched the top blogs in the industry dedicated […]
We all like graphs! It’s something that comes natural, especially in the customer support business. We all want to know where we stand when it comes to response times, ticket volumes, resolution times, top issues, CSAT, NPS, etc. And all of that is more than ok to measure, as it helps us improve our customer […]
The Cloud business model is probably the biggest breakthrough in computing since the invention of windows-based software. By offering applications and functionality on a subscription basis, software companies are becoming more like services companies than product companies. Salesforce.com may not have pioneered the software-as-a-service model, but they, more than any other company, popularized it and […]
We all know a great customer support experience can be the best thing when it comes to customer retention, hopefully creating product brand advocates in the process. But how exactly do you know what type of experience your client will consider great? And therefore, how do you design it? A b2b software company might need […]
Customer support through Internet social channels is certainly not something new. It has been around for more than a few years now, with bulletin boards, forums and other open discussion sites being the original set of channels companies used. What has changed is the role of the people monitoring those discussions on behalf of companies. The […]
It is quite common to “throw out there” idealisms on how much customers matter to us, it’s quite easy to say and even advertise the idea of how important our customers are, how customers come first, how customer service oriented we are. But just how true is that? Is this a reality all throughout the […]
A recent survey by InContact of more than 2,000 people, to see how they felt about proactive support, produced the following findings: 87% of the customers they surveyed said they want to be contacted proactively by a company; and Nearly three quarters (73%) of those who had a pleasant surprise or positive experience with a […]
A recent article published by Moneywatch (Nov. 2013, Michael Hess, author) revealed a number of interesting findings about what customers are looking for in customer service. Some of those only confirm how important customer service is, for companies in industries across the board, and the fact that most customers would not say companies “exceed their […]
A question we get a lot is: “What is the difference between support for cloud products vs. traditional software products?” This question always amazes us, because at Infolink, as product support specialists, we believe the difference is vast. Customer Experience is Key to the Saas/Cloud Business Model To explain the difference between support for on-premise […]
Challenges In Supporting IoT DevicesApril 12, 2018 - 7:54 pm
What Type Of Companies Do We Support?April 4, 2018 - 2:51 pm
How Long Should It Take for your Outsourced Support Team to Ramp Up?February 15, 2018 - 8:24 pm
How to Execute Customer Support Plays for Your IoT ProductFebruary 15, 2018 - 7:24 pm
7 Criteria for Determining Your IoT Support BudgetJanuary 23, 2018 - 3:50 pm