What does it take to make an ideal mobile app?

By: Omar Abdul-Hafiz

Mobile Apps are becoming the main channel of communication among almost everyone. People use them nowadays to carry out a lot of their daily activities. In fact, they even played a vital role in making our lives much easier during tough times such as quarantines, from aiding us in our remote work and education, to ordering groceries in times where merely stepping outside could get us in trouble. All this proves that a well-designed mobile app can bring a lot of joy and convenience to many people.

But what does it take to build an ideal mobile app? To answer this question, we should recognize some of the main aspects of successful mobile app creation and how to best accomplish them.

The many handy applications of Web Portals, Part V: Telecom

By: Lotfi Alsarori

Continuing in our discussions of the value of web portals in different industries, in this article we look at the telecom sector. We have seen web portals in the enterprise, education, healthcare, insurance, and in a previous article on e-banking. The telecom sector is no exception to the utilization of this great tool. There are several applications of using web portals in the communications industry, but we will focus on the two most common areas which are customer self-service and partners portal.

Before going into the details of common web portals used in the communications industry, let’s first define the scope of this rapidly changing industry. The communications industry was previously composed of an ecosystem revolving around telecom operators. However, today the communications industry is made up of a diverse collection of what are called communication service providers, or CSPs. These are service providers that transport information electronically. They offer services ranging from telecom, information, media, content, entertainment, and application services over voice and data networks. They include, for example, telecom operators and Internet service providers (ISPs), as well as companies offering content, cable, or Cloud application services. 

8 things you should be looking for In an Incident Management System

By: Lana Bawa'neh

When you are offering a certain service or product, one of the most important things that you should be considering is the after-sale customer service, which sometimes most business owners neglect. They usually focus on the sales and marketing processes to attract and acquire new clients, but not all of them consider the after-sale services, which are very important to ensure the highest levels of customer satisfaction and retention. The after-sales process also strengthens the communications between the seller and buyer, in addition to increasing the loyalty of your customers. 

Whether it is a big organization or small, having a service desk is a must-have to ensure successful communication and follow-up processes with your clients. 

Why e-commerce is today’s go-to industry

By: Cesilia Faustina

From toilet paper to garden supplies, the COVID-19 pandemic has brought a new understanding to the term online shopping. With social distance and lockdowns all around, we have been forced to embrace the online sphere more than usual, especially when it comes to online shopping. As we speak, you’re probably online shopping while reading this, I know I’m online shopping while writing it. Being stuck inside definitely brings out the urge to shop online. Suddenly, your room seems emptier than usual and you have the craving to buy that vintage looking clock you have no use for.

The point is, since the start of COVID and with lockdown all around, it’s becoming more familiar to bulk buy or online shop. According to Paul Marsden, a consumer psychologist at the University of Arts London, as quoted in CNBC, he saw this trend as: “Panic buying can be understood as playing to our three fundamental psychology needs.” These needs include autonomy, relatedness, and competence. 

What the COVID-19 challenge means for Customer Experience in the Insurance industry

By: Omar Abdul-Hafiz

In a previous article, we talked about how the ongoing pandemic has spurred investment in InsureTech. We touched upon the immense rise in investment in InsureTech through the first half of 2020, then discussed three main factors behind this upsurge in investment. Interestingly enough, however, this interest in investment in InsureTech was looming in the air even before the COVID-19 crisis had struck the world.

In their 23rd annual global CEO survey, PWC identified the top three opportunities that CEOs have prioritized investing in for 2020.

As shown in the diagram below, these three factors were Customer Experience, Core Technology Transformation, and Intelligent Automation. What is more intriguing is that Customer Experience was at the very top of the list. But, why?

The evolution of the Customer Insight management system

By: Omar Abdul-Hafiz

The term “customer insight” has been trending widely in recent years as other terms such as “data analytics” rose to fame. As such, the idea of gaining deep customer insight originated (or evolved) as a result of years of experimenting with ways to better understand customers’ trends and needs. What emerged is the ability to get a 360-degree view of your customers’ behaviours through the strategic analysis of qualitative and quantitative data.

But how did this evolution come about? Let’s discuss this in some detail.

4 steps to make the most out of your customers’ feedback

By: Omar Abdul-Hafiz

In today’s world, what happens after your customers buy and use your products and services is more critical than selling them the product itself. The idea of listening attentively to your customers’ thoughts, expectations, and aversions, you will be collecting a very valuable source of feedback that you can use in further improving the quality of your products and services. Moreover, your customers’ feedback also helps learn how to better serve them and ensure their maximum satisfaction.

With that in mind, this article is going to discuss 4 main steps to help you make the most out of the feedback you receive from your customers. They are as follows.

The 8 pillars of a complete Customer Relationship Management System

By: Omar Abdul-Hafiz

Over the years, customer-centricity has proven to be a highly effective approach to running your business, in fact even much more so than product-centricity. And this exactly how things should be since after all, no matter how great your products or services are, you will unlikely be able to market them to an unhappy customer. For this reason, you must obtain a deep and accurate understanding of your customer’s persona, their needs, wants, and even pet peeves. Afterwards, you should also plan your entire CRM strategy so as to accommodate all these details. And this fact is no less true in the telecom sector. 

In an article earlier this year, we explored in some detail what it means to have a customer-centric business strategy. One of the points mentioned briefly is the use of high-end CRM software to help facilitate your Customer Relationship Management process. And in this article, we will take a look at the main features that you should look for when choosing a CRM system that suits your telecom business, or any company in general.

Towards a customer-centric business strategy

By: Omar Abdul-Hafiz

In the world of business, products have always been the central element for generating revenue. Given that, the general trend was mainly on building a business model based on delivering products or services at the highest possible level of quality. According to this view, customer management only constituted a means toward securing more sales without much regard for actually achieving customer satisfaction.

This model, however, has proven to be quite unsustainable as customers became more aware of what they really want. That’s why a new model was desperately needed that is based on providing a positive experience for your customers. An experience that begins before the point of sale, at the point of sale, and continues even after the sale. And this model is known as a customer-centric strategy.