When Facebook Goes Down, Don’t Let Your Customers Down!

Despite waning influence with younger demographics, Facebook still commands 2.32 billion monthly active users across the world, and when you add the company’s other apps into the equation, that user count rises even higher.

Yesterday saw an extended outage with WhatsApp, Instagram and Facebook all suffering for more than eight hours. While many people undoubtedly missed their daily fix of amusing content, there’s a more concerning business lesson at play here. 

Facebook has become a crucial customer communication channel for many of the world’s companies. It’s now a vital link for customers who shy away from the phone or email. 

Many modern contact centres have thrived on this shift towards social media troubleshooting, especially as the latest cloud contact centre solutions intelligently and automatically field social media customer queries to the next available agent regardless of the communication medium. 

But what happens when these services go down and your contact centre isn’t equipped to cope? 

The phones begin ringing more and emails start piling in. If you don’t have a capable contact centre solution in place that integrates seamlessly with social channels and has redundancy built in against this issue, your customer success team may be missing important information to help. 

And because of the rapid nature of social media-based communication, issues are resolved far faster than traditional phone-based troubleshooting and often at a lower cost. Interaction with businesses via WhatsApp has only served to accelerate this change in customer behaviour.  

The latest cloud contact centre solutions flex, adapt and react to your customers whims, patterns and seasonality as well as sudden, unexpected changes in behaviour like what happened yesterday.

If you’re interested in optimising your contact centre, we’ve prepared a contact centre supplier agnostic eBook explaining how to modernise your operations.

So, how can IT leaders determine which vendor is offering the right solution for their organisation and will also fit their budget?

The answer lies with independent technology sourcing agencies.

At Marketlinx we offer personalised strategy and solutions planning for each client, making sure that each suggested tech provider is suited to your organisation’s needs and requirements and capable of delivering the right solutions to increase efficiency and productivity. n this way IT leaders can save significant time and resources with regard to researching and vetting vendors, saving time spent on managing time consuming tenders.

The best part is that we offer these services for free.

Zoom and the CTO dilemma

Zoom and the CTO Dilemma

Many organisations are faced with the question “to Zoom or not to Zoom?”. Are you ready for the answer?

Unified Communications

Zoom isn’t slowing down any time soon so is it time you took the solution seriously?

A soaring valuation. Healthy financial reserves. Much has been written about Zoom’s impact on the unified communications and collaboration market since debuting on the stock market last month.

Are you a fan of the solution? 

It appears many are. In a relatively short space of time, the company has spread rapidly across small and large companies due to its user experience, attractive price point and extensive integrations. 

Much of this growth has been user-led – a classic example of shadow IT – where people have taken matters into their own hands, choosing to use a solution that’s more intuitive than many legacy unified communications systems.  

It’s textbook disruption. 

What does this mean for IT departments and CTOs? 

Life is hard enough already when you’re tasked with investing in collaboration. A seemingly endless list of suppliers makes the technology sourcing process incredibly difficult.  

Even when you do battle through months of supplier evaluations and tenders, pick a flexible solution with the capabilities required, and carefully implement it across the business, end-users decide they’d rather use something like Zoom. 

Or, perhaps Zoom actually is for you?

Sometimes the best solutions come in unexpected packages. 

They may not be your shortlisted choice, but if people are willing to spend time sourcing a solution themselves and then drive adoption across the business off their own back, then it’s time to listen.

We understand this as an independent technology adviser and build this employee and cultural feedback into our process when sourcing you the best solutions for your business needs. 

And that’s the advantage of working with us – it’s no effort for you. We do all the legwork, filtering through hundreds of suppliers to identify the most effective choice for your objectives. 

Currently, many organisations are faced with the question – “to Zoom or not to Zoom?” and it’s difficult to answer, especially within the context of IT security policies and whether solutions are fit for purpose from this perspective, but we can help provide you with some clarity and help with your evaluation.