Davinci Virtual Blog

ALL THE NEWS THAT’S NEW WITH DAVINCI

LATEST POSTS

Interesting Things Are Happening [Infographic]

The internet is steam rolling a path for a new kind of company. Consumers are becoming accustomed to the instant gratification model. They are in control of when and where and what they want to purchase. Interesting things are happening.

To Share Infographic, use this image:

Interesting Things Are Happening Infographic

Read more...

Making First Impressions Count: 9 Factors for Consideration

In his best-selling book Blink, Malcolm Gladwell finds that first impressions—whether professional or personal—happen in a matter of seconds.[1] Individuals connect with other people and companies based on their initial perception. Further, getting beyond that experience is nearly impossible once the connection is made. Indeed, research shows that first impressions even overrule facts in the lasting perceptions a person has of another person or business.[2]

In a Matter of Seconds

Twenty-years ago, first impressions meant the first human-to-human interaction—either voice or face to face. But technology created a complete disruption. It started with the Age of the Internet and then expanded to include any number of engagement channels, including through different devices.

The amount of time it takes someone to form a digital first impression is just a fast—if not more so—than through voice and face to face. Indeed, studies show that a website’s first impression takes less than five seconds. And while conscious decisions may take a bit longer, subconscious decisions may even take place in less those five seconds.

All Business Sizes

When it comes to the size of a business, what applies to large or even medium-size companies also applies to small businesses. Further, outside of a handful of more expensive engagement channels such as television or radio ads, the breadth of factors a small business must consider is virtually the same.

Small businesses that understand how to leverage the full range of both traditional and digital engagement channels generate better outcomes than those that do not.

The reality is that prospects and customers want to interact with brands anytime, anywhere, and on any device. The proof is in the results: digitally engaged small businesses are more than twice as likely as those with low levels or no digital engagement to be growing.[3]

A Checklist of 9 Factors

Tackling these can be a daunting challenge for a small business that is already stretched in meeting existing customer needs. Understanding the basic checklist and turning to third-party providers for help in the right places can go a long way for a small business. The following are the most important factors a small business needs to ensure it has checked off.

  1. A company’s name, logo, tagline, and core messaging must resonate with prospects and customers. They must exude trust and confidence to engender a connection.
  1. Seventy-five percent of people—B2C and B2B—make judgments about a company’s credibility based on the design of the website.[4] Those that are perceived as great looking are also perceived as usable and trustworthy.
  1. Social Media. Social media is a must-have for businesses. Prospects and customers will inevitably engage with companies through their social channels. For example, 80 percent of consumers look at online reviews before making purchase decisions.

There are a few quick tips that will make social engagement effective for small businesses: a) connect social with CRM systems to track engagement with prospects and customers, b) integrate social into other channels such as the website, emails, and other marketing and customer service platforms, c) use social to generate leads by monitoring and responding to prospect buying signals, and d) leverage social to monitor and respond to potential customer service issues.

  1. A company is perceived as a thought leader when it provides prospects and customers with content that engages and educates. And because every prospect and customer does not have the same requirements and pain points, a one-size-fits-all content approach may not always work for a small business. Providing prospects and customers with a personalized content experience, whereby they are offered content based on their online behavior and known business requirements can make that first impression even more impressive.
  1. An overwhelming number of customers search the Web before making a purchasing decision. For B2B searches, prospects do not engage vendor until they are 70 percent through the decision-making process. It therefore is critical that companies are found. Websites must be search friendly and have SEO (search engine optimization) capabilities such as domain redirection, a site map, a unique title, a phone number and local address, among other elements.
  1. Thirteen percent of the world’s population will access the Internet from their smartphones only this year. That represents more than 1 billion people.[5] Whether it is mobile or tablet devices or even wearables, B2C and B2B customers assume they will have an omnichannel experience.

Here, small businesses need to ensure their websites have responsive design for desktop, tablet, and mobile engagement. They may even want to offer an app—which is different than a mobile website—in certain instances.

  1. Small businesses are not always available to take calls from customers. And hiring a dedicated employee or team of employees to field inbound calls may not be the most effective—in terms of results and cost—strategy.

Going with a third-party provider such as Davinci Live Receptionist Service allows small businesses to have the voice of a big company. Able to take both inbound sales and service calls, the Davinci Live Receptionist Service team provides not one dedicated individual but a dedicated team that can scale to meet new business requirements.

  1. Live Chat. The online window to win or lose a prospect or customer is less than 90 seconds—and technology disruption continues to shrink this window.[6] While offering them customized content and a voice option, this often is not enough. Millennials (or the “Digital-Only Generation) prefer to engage with each other and their vendors through digital channels. Here, more than 75 percent prefer live web chat instead over voice.

Like voice, this is another area where small businesses should consider a third-party provider. Davinci Live Web Chat enables a small business to leverage the same team of dedicated experts providing the Live Receptionist Service when a prospect or customer opts to chat. And if the need arises to transfer the engagement from live web chat to voice, it is a seamless experience.

  1. Analytics and Business Intelligence. The fact that prospects and customers engage with small businesses across a number of different channels and devices means the magnitude of data captured from those interactions increases significantly. But this data is only good if it is used. Understanding that information in both aggregate and segmented forms can provide valuable insights on the first impressions prospects and customers gain and how best to improve those.

Davinci’s approach is to look at data across each of the different engagement channels—from web, to voice, to live web chat—and to provide actionable insights to our customers. Our integrated Live Receptionist Service and Live Web Chat approach makes this a seamless experience. Davinci Live Receptionist Service and Live Web Chat First impressions count. This is why we created Davinci Live Receptionist Service and Live Web Chat. Check out how Live Receptionist Service and Live Web Chat might be a fit for your business.


Resources

[1] A study by Princeton psychologists claims that first impressions take even less than a few seconds (Janine Willis and Alexander Todorov, “First Impressions: Making Up Your Mind After a 100-Ms Exposure to a Face,” Psychology Science 17 [July, 2006], 592-98). Rather, it finds judgments are made in a matter of a tenth of a second.

[2] “First Impressions: When Appearances Matter,” Society for Personality and Social Psychology,” February 13, 2014.

[3]

Connected Small Businesses: How Australian Small Businesses Are Growing in the Digital Economy,” Deloitte Access Economics, 2013.

[4]

Stanford Guidelines for Web Credibility,” Stanford Persuasive Technology Lab, June 2012.

[5]

Global Mobile 2014 Survey,” IDG Global Solutions, January 24, 2015.

[6]

Connecting with Customers,” LivePerson, November 19, 2013.

Read more...

Live Web Chat: Personalized Digital Service

Millennials are changing how companies engage with their customers. Fifty-six percent indicate they prefer to use live web chat instead of using the phone to get answers to their questions. This preference is noteworthy when compared alongside the response of individuals who are 35 and older; only 27 percent prefer live web chat over phone.[1] The difference is dramatic.

The need to deliver an omnichannel customer service experience is pivotal for not only midsize businesses and enterprises, but it also just as important for small businesses. Millennials expect their vendors to provide an omnichannel experience for customer service, and they will let their feet (or in the case of live web chat fingers) doing the “talking” for them—namely, they will take their business elsewhere.

Delivering an Exceptional Digital Experience

Delivering a great digital experience engenders tangible business value. When customers are satisfied with their digital experience, 57 percent of them communicate their experience to others. In addition, 41 percent of them recommend that someone make a purchase. Great customer service also translates into operational efficiency: satisfied customers request customer support 62 percent less often than other customers. [2]

Failing to deliver customer service isn’t an option. Eighty-nine percent of customers will stop doing business with a brand because of bad service.[3] When businesses restrict themselves to one engagement channel such as phone, they put themselves at substantial risk—particularly if phone isn’t manned and managed to meet customer requirements (see Davinci Virtual Receptionist Services to find out how we can help on this front).

Hosted Live Web Chat

Small business owners likely agree with this assessment, and many of them would like to offer their customers live web chat. However, they simply cannot due to time constraints and the lack of resources. This is why Davinci launched Live Web Chat Services last year. Using the same technology we employ on our website, we provide small businesses a hosted live web chat option.

Each of our web chat clients gets a virtual live web chat team. Their team engages web visitors in a customized live web chat session based on the potential client’s online behavior; includingwhere they came from before landing on the website and what they have looked at while browsing the site. This dedicated team of Davinci professionals offers visitors in-depth customer service, answers frequently asked questions, and helps visitors find the information they need. The dedicated Davinci team also engages with prospects, answering their questions and guiding them through the purchase lifecycle.

For Davinci customers with Live Receptionist Services, the Davinci Live Web Chat team can seamlessly transfer visitors from web chat sessions to the phone as needed.

With Davinci Live Web Chat Services, small businesses have the ability to engage digitally with their customers, transforming static, informational websites into an interactive extension of their business. Davinci customers have access to the entire chat history, detailed reports, and much more. In addition, when prompt escalation is needed, the Davinci team can send relevant chat information to the small business owner’s smartphone—either via text or email.

The “Rise” of the Millennials

Offering customers a digital engagement option for customer service is no longer an option—or “nice to have.” With the “Rise of the Millennials”—and for that matter growing digital adoption across all generational and demographic groups—live web chat is a requisite.

Contact us today to find out more about Davinci Live Web Chat Services or any of our other services.

If you happened to miss our recent posts on “Omnichannel Customer Service and the Small Business,” and “The Virtual Live Receptionist: Available and Knowledgeable,” make sure to check them out. And to ensure you don’t miss future posts of interest, simply sign up for our blog and receive notifications whenever we have a new post.

[1] Lucy Holloway, “Web Chat, Live Chat, We All Chat, We Like Chat,” Business2Community, February 11, 2015.

[2] Cited by Michelle Killebrew, “World-Class Customer Service in the Digital Age,” ClickZ, May 14, 2014.

[3]How to Attract Customers (and Retain Them),” Salesforce.com, February 16, 2015.

Read more...

How to Drastically Transform Your Business and Ensure Success

Is your small business less successful than it used to be? Unfortunately, it’s a common problem encountered by many business owners, but luckily there are ways you can transform your business and bounce back.

Owning a business is not static. As the market continuously changes, so too must the businesses within it if they wish to remain relevant and draw in revenue. If you aren’t sure where to start and sales have already plummeted, don’t worry. Here are a few simple ways you can transform your business and continue to run a business successfully far into the future:

    1. Create a vision of what you want your business to be.



Before you begin your transformation, you must first have a clear vision of what you want to transform your business to be. Start with the mission statement and reflect on whether or not that needs to change. For what does your business stand? How do your business practices help you achieve your mission? If there is a way your business could change to better achieve its purpose, make note of it. Perhaps your goals are no longer relevant and you need to set new ones. Creating a vision begins with analyzing the very foundation of your business and asking yourself, “Is this working and can it be improved?”

    1. Build a strategy to make that vision a reality.



After you create your vision, it is time to start building a strategy to bring it to life. With your new goal in mind, brainstorm realistic ways to achieve them. Outline specific action items that will translate into desirable results.

Next, create a designated team to analyze the issue and identify the root cause of the problem. This team should be comprised of people with a variety of positions so that they may determine at least a few actions per department to ensure that your solution is all-encompassing.

    1. Reevaluate your business budget.



Your committee may discover that much of your budget is misallocated, which will require immediate changes companywide. For example, you may find you need to increase the price of your product or shift some of your budget for future projects to marketing. Whatever the case, budget changes will have a big impact on your business. To lessen the shock of budget adjustments, you should formulate a plan to reduce overhead costs, in general.

One way you can significantly cut costs is to take advantage of virtual office solutions. Using virtual receptionist services instead of hiring a full-time employee for administrative tasks or having employees work remotely and adopting the virtual office business model can decrease your annual spend on salaries and office leases by thousands of dollars.

    1. Find a way to bring in and utilize the latest technology.



If your business is falling behind, you may want to consider bringing your business into the future by finding a way to integrate new technology into your business practices. This means bringing in tech-savvy employees, investing in the latest tools to increase efficiency, and making sure your website and products/services are easily found by the average internet user.

It’s a necessary step for all businesses to take if they want to ensure long-term success. Technology can help your business streamline its processes and improve its web presence, resulting in better customer service, more sales, and increased productivity throughout your entire company.

    1. Involve your employees in the transformation process.



When a business is going through a lot of big changes, its easy for employees to feel ill at ease by being left out of the process. To retain your top talent, be sure to involve your employees in the transformation process. Consult them for their opinions and allow them to play larger roles in getting your business back on track. As a result, less work will fall solely on your shoulders and your employees will feel valued.

Running a successful business requires constant evolution, but you don’t have to do it alone. By reducing overhead, creating a team of employees to help develop a transformation strategy, and incorporating relevant technology into your business practices, you can turn things around and secure your business’s future.

Transform your startup into a successful business today with Davinci Virtual Office Solutions.

Read more...

Find Success With A Davinci Meeting Rooms Planner

Organizing a meeting, especially with prospective clients, takes a lot of planning, consideration, and effort. For many small businesses owners, mobile entrepreneurs, and independent consultants, the meeting planning process is often a bit stressful. Davinci Meeting Rooms understands that the process can feel a bit overwhelming at times and has created a product that removes the stress and the hassle while providing a meeting space that is sure to impress.

In today’s environment, even small meetings can be pretty demanding from a technological standpoint. Internet access, audio-visual presentation tools, and video conferencing are just a few of the things we use to conduct meetings. Throw in catering and room preparation, and it’s easy to see how someone can simply feel overwhelmed by the meeting planning process. For as cheap as a few cups of coffee, Davinci Meeting Rooms can actually handle the entire meeting planning process, including room setup, room booking, and providing the necessary technology and tools for you and your clients.

When you need a meeting room, simply give one of our meeting rooms planners a call, book online, or choose a room via our mobile app. From there, the Davinci Meeting Rooms planner coordinates everything for you from finalizing the room booking to making sure that the room, communication tools, presentation tools, and technology are set up and ready to go before you and your clients arrive. All of the hassle, the communication with the business center, and even setting up catering if needed is taken care of by your Davinci Meeting Rooms planner. All you need to do is show up on time and conduct your meeting.

We understand that a big part of your success relies on the ability to conduct effective meetings that will impress your clients. We work hard to create and maintain the world’s best meeting room reservation platform and service to enable motivated business professionals to simplify the meeting planning process without sacrificing any quality or conveniences. Impress your clients and see how easy it is to organize a professional meeting through Davinci Meeting Rooms.

For more information give us a call at 1-877-424-9767 or visit our website www.davincimeetingrooms.com

Read more...