Technology is moving so quickly these days it can be hard to keep track. That’s especially true in a field like communications where it can seem as if there’s a new development every time you turn around. So what do you have to do you keep up? How can you be sure that your business is using the best technology that’s available, without jumping on every single flavour of the month tech bandwagon that comes along?
Basically, what it all boils down to is two questions. We’ll look at them one at a time. Ready? Here’s question number 1.
Is the technology the best fit to do the job you need done?
We’ve come a long way from the days of the fax machine, let alone semaphore or the telegraph, and things are evolving faster now than they ever have. The good news is that at Intercon Messaging we keep on top of the latest developments in communications technology so you don’t have to. There are a bewildering number of competing products and systems out there, with no shortage of new ideas and new ways of doing things. Some of those innovations will have staying power and will be with us for years to come. But some of them will go the way of Betamax, Tamagotchi and the Ford Edsel. The trick, of course, is to know which is which.
That’s why we make it our priority to keep up to date with those innovations and to evaluate new products and new ways of operating as they emerge. Quite simply, if there’s something worthwhile in the pipeline, we make it our business to be the first to know about it.
So we know what’s currently available and we know what’s coming next. But here’s another important point. We’re also aware that newer does not always mean better. Sure, change can be good. But change for the sake of change is usually pointless and often expensive. That’s why, when evaluating new tech, we take every conceivable factor into account. That includes both the cost and the value, but also things like scalability and practicality. We look at exactly what’s you’re getting for your investment and how well this new tech will integrate with what’s already in use.
By doing that we’ve built a suite of services based on technology you can trust. Here’s a quick look at the tech we use in order to offer our customers the best experience possible.
At our call centre we use a fully computer integrated telephone system coupled with phone call management software that is second to none. This is state of the art technology that has been tried and tested and proven to be the market leader. We use it because it’s the best there is.
But modern communication tech is about much more than just telephones.
Our commitment is to serve our clients in as many different ways as we can. This lets you keep your options open. That way you can choose what works best for you and for your business. We can help you keep in touch with your customers or staff through e mail, by text message or via live website chat. There’ll be more on those in a minute.
The contact centre software we use allows you to gather all the information you might need quickly, efficiently and painlessly. That includes operator statistics, so you can be confident that you’ll always be on top of what’s going on. Your reports and messages are stored on our secure database indefinitely. Voice logged calls are stored for 90 days. We can provide you with custom made reports designed to your specifications. We can send those reports via e-mail, by fax or in print, and that can be done daily, weekly, monthly, annually or whenever works best for you. When you need that information we can guarantee you a quick response with whatever data you request.
Our live chat service provides individualized customer support for your website. By using live web chat we can act as an extension of your customer service team. Live chat allows your clients to interact directly with your business through your web site. It’s faster than email and easier than the telephone. It allows your customer to reach out to you with your website still open on the screen in front of her, with no opportunity for distractions. Live web chat is becoming more and more popular in a world where people expect to be able to contact you at any time of the day or night seven days a week. And with live chat one trained customer service agent can handle several times more enquiries than he or she could on the telephone.
Our GPS monitoring system lets you know quickly and accurately where any vehicle in your fleet is located, where it is heading and how fast it is going. You can use this information to reduce inefficiencies due to things like poor routing and to make sure your fleet is delivering maximum value to your customer while keeping your costs down. More importantly, GPS tracking also helps guarantee the safety of your employees and your vehicles while keeping your insurance costs as low as possible.
As part of our suite of services we now have our own dedicated SMS (Short Message Service) server. That means you can be sure that your messages get through with no delays, no hold ups and no blackouts.
With this carefully assembled array of specialist technology and equipment we are able to offer our customers the best of what is new, coupled with our ongoing commitment to outstanding service.
Right, now let’s take a look at question number 2.
Can you be sure that our technology won’t let you down when you need it most?
As our clients, you need to know you can rely on our system to be there when you need it. Happily, you don’t just have to take our word for it that it will. We have a number of safeguards in place so you can be confident that when you need our services, we’ll be ready.
We realize how important it is for you to be able to trust our systems. That’s why we have backups or replacements prepared and ready to go for each one of the critical parts of our infrastructure. We’ll probably never need them, but we want our clients to be confident that they are there, just in case. In order to fulfil that promise we have active support and maintenance contracts with every one of our major suppliers of both software and hardware. We understand how important these services are to our clients so we take every step you can imagine (and some you probably can’t) to ensure that, whatever the circumstances, Intercon Messaging will be there when you need us.
Worried about what happens if the power goes out? Don’t be. We operate on UPS (that’s an uninterruptable power supply). In the event of a blackout or a power cut we have a backup generator which runs on natural gas and is capable of powering our operations almost indefinitely. That means no matter what happens, the phones will be answered, the messages will get through and the data will not be lost.
The phone routing software we use has sophisticated reporting and voice logging applications built in. All of the data we collect is backed up every day and is stored on a secure server with additional copies stored securely off site. With that kind of built in redundancy you can be sure that all of your data files are protected and will be available when you need them.
And finally, we have two separate email servers in two separate geographic locations. Once again, we know how important those messages are. We’ll make sure they get where they’re supposed to be going.
So there you have it. At Intercon Messaging we are proud to offer you the best communications technology available. And we have the safeguards in place so you can be sure that our technology will be there when you need it. Those are things we are not prepared to leave to chance.
Partnering with us will set you free of the headaches that often come with new technology and let you focus on doing what you do best; running your business.