Supporting Your Remote Workforce: Cloud Migration for Your Business in 5 Steps

Migration Cloud

Many businesses are already utilising the cloud in some way, with 61 per cent moving their workloads into the cloud in 2020. However, many are yet to carry out their full cloud migration.

For some, the migration was sped up by the coronavirus pandemic. The work from home order saw many businesses rushing to implement cloud solutions to allow their staff to work remotely. In fact, 51 per cent of decision-makers whose business migrated during the pandemic said it saved their organisation from collapse.

If your organisation is yet to complete the move to the cloud, there are a number of steps you’ll need to take to ensure its smooth and cost-effective. Here, we cover those steps.

 

1. Understand why you’re migrating to the cloud

There are so many reasons businesses choose to migrate to the cloud, including:

  • A reduced cost of ownership
  • Allowing remote working
  • Higher system availability
  • More stringent security protocols
  • Increased productivity and efficiency.

Having these goals at the forefront of your preparation means you’ll be able to migrate in a way that helps you achieve these goals. You may want to achieve all of them, but it’s likely that some are higher priorities than others. For example, you might want to prioritise data security because your on-premise system was recently breached, so that should be your main focus when planning and completing your migration.

 

2. Decide which applications you’re migrating

In an ideal world, a cloud migration would involve moving all of your business-critical apps to the cloud in one go. However, it’s not that straightforward in reality.

Most businesses will still have ageing legacy systems that, for many reasons, can’t be moved to the cloud. It’s well established that maintaining legacy systems is significantly more costly than switching to new systems – the Public Accounts Committee found that HMRC spent 80 per cent of its COVID-19 budget on maintaining its aged IT systems, which accounted for a huge £53.2 million. However, it can be daunting to switch, especially if that legacy system is custom-built.

Your first step in your cloud migration journey is to identify which applications you can migrate to the cloud. We also recommend reviewing your costly legacy systems to see if there are any existing cloud-based alternatives that could replace them.

 

3. Determine your migration strategy

Once you’ve assessed all your applications, you’ll need to determine how you’ll undertake the migration – even for those that you aren’t migrating right now. There are a number of ways you can complete your cloud migration, and most businesses will use a combination of strategies which are commonly known as the 6 Rs:

  1. Rehost: moving applications with no changes.
  2. Re-platform: moving applications with small modifications based on their new cloud environment.
  3. Repurchase: replacing your legacy systems with newer, cloud-based alternatives and operating on an SaaS payment model.
  4. Re-architect: redeveloping an application, which can involve using new cloud features.
  5. Retire: eliminating a system from your IT portfolio.
  6. Retain: leaving an application as-is and revisiting at a later date.

It’s unlikely that you’ll only use one of these methods, so once you’ve determined the applications you’re migrating to the cloud and the ones you aren’t, decide which of these methods you’ll use.

 

4. Choose your cloud services provider

A question that many ask is: who is the best cloud provider? The answer isn’t as simple as giving you one provider, as each will have its own benefits. You might want to use multiple cloud providers so that their combined solutions meet your unique application requirements.

If the systems you’re migrating use a lot of data, you’ll need a cloud service provider who can keep up with those demands. If you’re migrating applications that store a lot of personal or sensitive customer data, you’ll need one that has strong security certifications. If scalability is important, make sure the provider you opt for can provide this service easily.

The hybrid cloud, a combination of on-premise servers, public cloud platforms, and private cloud platforms, is the solution most businesses will opt for. Public cloud options such as Amazon Web Services and Microsoft Azure are trusted because of their rigid security protocols. Private clouds, meanwhile, allow you more customisation, and you can choose whether to manage them yourself or outsource this to a third-party provider.

 

5. Tap into a cloud consultancy expert provider

Reducing costs is one of the key reasons many businesses move to the cloud, with a Microsoft survey identifying this as a top benefit of cloud migration. However, the cost of the migration project itself also needs to be taken into consideration.

Some businesses will undertake this exercise in-house if they have an IT team that is big and experienced enough to take on the project or to keep costs low. But if your internal IT support team is small or you already take out managed IT services, we recommend utilising a third-party provider.

A business with expertise in cloud consultancy will manage the entire process for you and ensure that your migration goes as smoothly as possible. Their extensive experience in deploying cloud solutions and cloud migrations means you’ll experience a smoother journey to cloud computing.

While carrying out this project in-house may seem more cost-effective on the face of it, cloud experts will help you to reduce costs by considering every possibility and mitigating any potential risks.

 

Moving workloads to the cloud is an essential step for businesses that are looking to reduce IT operating costs, increase security, and improve efficiency and productivity. It’s a project that requires a number of steps to ensure a smooth, efficient, and cost-effective migration. By taking these steps, you can ensure your cloud migration is as seamless as possible.

How Artificial Intelligence Is Set to Revolutionise Industries

AI Industry Revolution

There’s no denying that technology has been the key to evolution for almost every industry. From transport to gaming, sports to healthcare, improvements to processes and capabilities have been attributed to rapidly innovating technology. This is particularly prominent in the field of artificial intelligence (AI). What was once reserved for sci-fi movies is now actively a part of our everyday lives, and it’s set to pave the future – perhaps autonomously!

In this article, we take a look at how AI is set to ignite several key industries.

 

Transport

While we are still a few steps away from fully autonomous vehicles becoming an everyday part of our lives, AI has already woven its way into the transport industry. From drones taking off with parcels to deliver to traffic management, the unseen eye of artificial intelligence is already keeping a keen watch over the safety of drivers.

Some outlets have suggested that, while autonomous vehicles are already a present-day perk, fully autonomous driving may come to fruition within the next ten years thanks to AI. With cars able to drive themselves, we could see a massive shake-up across several areas at once – would we even need to own cars if one can pull up and pick us up on command?

For those of us who already go car-free, AI is revolutionising public transport and will continue to do so. Advancements in rail connectivity have seen the average train journey go from a simple affair of sitting at your seat reading the newspaper on the way to work to being able to work remotely as you make your way in – setting up a speedy travel office with train WiFi or ticking a few extra items off the home to-do list while you commute into work.

It’s not just passengers who are benefitting. Rail operators stand to benefit from AI improvements, especially when it comes to monitoring safety. AI technology will allow them to receive instant alerts of critical failures, keeping everything from passengers and staff to assets protected. Whenever an incident is detected onboard, AI technology will generate automatic alerts so that operators can respond faster than ever before.

 

Sports

AI has upgraded the way we travel, and it’s also upgrading the way we move ourselves. Previously, AI has been used in the sports sector as a way to monitor and improve an athlete’s performance. Now, we’re seeing AI stepping onto the field in new and exciting ways – and, in some cases, quite literally too.

The Olympics has a long history of rapid technology adoption, and AI has been no different. From tracking big data to calculate the potential of athletes to delivering photo finishes, AI has been interwoven with the Games for many years. More recently, we’ve even witnessed robots at the Olympic games shooting hoops! CUE5 stunned the world with its hyper-accuracy powered by artificial intelligence, shooting free throws and three-pointers before its captivated audience.

 

Gaming

AI is at home in real-life sports games and in the digital competitive field. Its presence in the video game industry is nothing new –back in 2008, players were stunned by the AI “Director” lurking behind the scenes of cooperative shooter Left 4 Dead, as the artificial intelligence monitored each player’s skills, in-game location, and even perceived stress levels before using the information to decide where to place enemies along a player’s path.

The industry has come a long way since then, arm-in-arm with AI’s ever-growing capabilities. Nowadays, the technology is able to make in-game characters “remember” encounters with players and adapt accordingly, and research divisions of some of the world’s largest gaming companies are actively seeking to utilise AI to create characters that “will mimic human players. To some extent, they will think.”

 

Across several sectors, AI is shaping the present in preparation for a more efficient, safer, and exciting future. In fact, AI might very well become the next everyday innovation that we all simply take for granted.

3 Types of CRM Systems: How to Choose the Right One for Your Business

CRM

Jenna Bunnell – Senior Manager, Content Marketing, Dialpad

Whether we’re boosting our social media presence or teaching kids programming, we’re always looking for new ways to use technology. For modern businesses, the CRM system is an essential tool. It allows them to communicate more effectively, better understand their customers and polish their overall marketing efforts. 

Today’s CRM systems generally fall into one of three categories, each of which responds to different business challenges. To help you pick the right CRM system, this article highlights the unique features and benefits of each one.

 

What is a CRM system?

CRM stands for customer relationship management. A CRM system helps us understand the behaviour of our customers in more detail. It brings together relevant information and presents it to us in a way that helps us boost sales, attract new customers, or retain existing ones.

CRM responds to the way today’s customers communicate with brands. There are many different channels that customers now use (such as emails, social media and even SMS, which is great for SMS marketing). CRM helps bring these different data sources into one location, benefiting business and customer alike.

 

What should I look for in a CRM system?

There are some criteria that apply to all CRM systems, regardless of type.

For starters, you need to know where your customer data is located. Good CRM systems can bring together data from different locations; this allows you to share insights with multiple departments. If you’re shifting contacts and automations from a previous CRM, your new one ought to make this as simple as possible. Data security is also essential; since you’ll be storing customer interactions, it’s vital only your staff can access them. Look for a CRM with a track record of good security—a data breach can strike a serious blow to your reputation. 

Ease of use is another key consideration. A CRM should be something your staff can use without extensive training. It should also integrate properly with any relevant technology you’re already using—particularly since this existing technology often contains the data CRM systems need. Should you need support, this should be an actual person you can talk to. While customers are often happy with bots and AI—at least up to a point—you’ll need someone who knows what they’re talking about.

If you expect your business to expand in the future, consider the system’s payment model. A small business might use an onsite CRM system for a handful of staff members. However, these can be tricky to scale and may not receive useful software updates. A cloud-based system is more convenient in the long run, and although it demands an ongoing fee, it can ultimately help you reduce costs for your business. It’s also more popular than on-premise CRM by a considerable margin.

Make sure you understand the financial impact of your CRM system over time. If you’ve already invested in a cloud phone system, however, the benefits may already be apparent.

The simplest criterion for a good CRM is its impact on your workload. If a CRM is creating more problems than it’s solving, take your business elsewhere.

 

What are the three types of CRM system?

The three types of CRM system are operational, analytical, and collaborative. Each of these systems has its own strengths and responds to different demands.

 

Operational CRM features

An operational CRM system tracks the full journey of your customers. They also help you understand how a customer finds you in the first place.

A major part of operational CRM systems is automation; like robotic process automation, this helps you to save time and solve problems. When somebody interacts with your business, this system can make any updates to their contact details. If you’re wondering which leads to prioritise, the system can help you work out who’s likely to become a customer, or spend the most money. 

Operational CRM systems can also help your staff complete tasks more easily. They can assign them tasks (instead of automating them) if they offer value over a certain threshold. Alternatively, they can notify staff of the best way to move a lead down the sales pipeline. 

These systems can even drop customers into a relevant email funnel—if you have enough information on them. Purchase history, product interest, and prior staff interactions are some useful information sources.

If you need assistance with customer service more explicitly, an operational CRM system can highlight pertinent information before a support call. It can even send your customers a survey if you want to get feedback on your performance.

 

Is an operational CRM system right for me?

Operational CRM systems are great if you want to save time on sales and marketing tasks, or keep information in one place. You should consider one if you struggle to organise contact information, or want to understand your customers in more detail. 

They’re also ideal if you spend a lot of time assigning tasks to your sales team, or if you’ve shied away from lead scoring or email marketing in the past. If you feel your customer-facing departments aren’t performing as well as they should, an operational CRM’s automation helps provide staff with the information they need to excel.  

 

Analytical CRM features

An analytical CRM system is ideal for understanding all the data you collect in greater detail. It’s best for higher-level strategizing, but it can help improve customer interaction as well. This analysis is an excellent way to drive innovation in your business.

These kinds of CRM systems draw on data from multiple sources—monthly revenue, customer retention rates, and so on. This data is then stored in a central location, and mined by the system for useful insights. By mining the data, the system finds patterns that can aid your marketing efforts.

On a basic level, analytical CRM systems let you split up your customers into distinct groups, based on age, gender, purchase history, and other factors. This helps you target people with marketing messages that resonate with them. The system also allows you to build buyer personas—outlines of wants and needs that help you further refine your marketing. 

These systems offer a range of other insights into your customers. You can see which leads are most likely to make a purchase, and which marketing campaigns are the most effective. You can also accurately attribute revenue to specific interactions, including multiple interactions from a single customer. If your products are subject to seasonal sales spikes, you can use the system to create more accurate sales quotas. 

Outside of marketing efforts, analytical CRM helps improve customer service. You can see what customers complain about, and how quickly your customer service teams solve problems for them. 

 

Is an analytical CRM system right for me?

An analytical CRM system is ideal if you have a lot of data you’re not sure how to use effectively. If you already track stats like average speed of answer, you can certainly appreciate the value of this CRM system. 

While tools like Excel automation handle a lot of grunt work, analytical CRM can help you understand why customers are (or aren’t) buying your products, and reduce time spent looking at spreadsheets for business insights. If you want to use data to improve your overall sales strategy, an analytical CRM system is also a great choice.

 

Collaborative CRM features

A collaborative CRM allows you to share data more easily between different departments and locations. It also helps you share data with people outside the business, such as suppliers and distributors.

While the other CRM systems are concerned—explicitly or implicitly— with acquiring new customers, collaborative CRM systems focus on keeping existing ones. They do this by tracking the ways customers interact with you—the channels they use (like a VoIP phone system) and the nature of the interactions themselves (e.g. its subject and any resolution). Some collaborative CRM systems also help store customer documents from multiple departments in a single, easy-to-access location.

By granting multiple departments access to the same information—and allowing them to communicate with each other—your staff gain new insights into keeping customers happy. Pooling knowledge helps you sell to customers more effectively, anticipate customer demand, and improve your marketing materials. 

New customers can benefit from collaborative CRM systems, too. Sales teams can glean customer preferences and goals, which they can then share with their colleagues. This results in a more personalised experience and ensures new customers are likely to become regular ones.

 

Is a collaborative CRM system right for me?

This CRM system is suitable for any business with communication problems—if you’ve got staff spread across multiple locations, for example. You might have tried using a whiteboard online (or something similar) to facilitate dialogue; this system makes communication easier still. If your customers are complaining about having to repeat themselves, this is probably the system for you.

Even if all your staff are under one roof, this system can help strengthen ties between different departments. It’s also a good choice if you want to respond to specific customer preferences, or share information with vendors more easily. 

 

In brief

A CRM system is an excellent choice for many businesses, but it’s important to understand the unique requirements of your own. By having a clear idea of the improvements you want to make, you’ll pick a system that has a major, positive impact on your business.

3 Business Tech Trends That Will Continue Post-Pandemic

Business tech

Although the phrase “post-pandemic” is a bit premature, current events would lead you to believe that the end is near. People are getting vaccinated against the coronavirus and the world is slowly starting to reopen. For businesses, these new developments mean making adjustments to accommodate their target audiences as they re-enter society. A large part of that encompasses enhancing the consumer experience. 

People are anxious to get out of the house and engage in everyday activities, from paying a visit to the bank or grocery store to shopping and eating out. However, underneath that excitement is also some fears and concerns about life after the pandemic. 

Essentially, providing a sense of relief, comfort, and convenience for your customers can help make this transition more manageable. Though there are several ways of improving the customer service experience, here are some effective tech solutions used during the pandemic that will likely remain for years to come.

 

Remote And Hybrid Work Schedules

Your employees play a significant role in customer experience. Whether they interact with consumers directly or indirectly, their skills and ability to perform their jobs effectively matter. When your employees feel unsafe, uncomfortable, or inconvenienced, it impedes their productivity levels. A worsened morale and poor output ultimately lead to dissatisfied customers. 

Businesses are using technology to improve customer experience by developing exclusively remote and hybrid positions for employees. Such options enable employees to select a convenient schedule for reduced exposure, better work-life balance, and improved emotional health. These positives ultimately manifest in their work and trickle down to your customers. 

 

Contactless Service And Payment

Though more people are getting vaccinated and the coronavirus threat is subsiding, there are still many fears. Consumers worry as they start engaging with others again that they increase their risk of contracting or spreading the virus. Not to mention, many people have grown accustomed to the modern conveniences afforded to them during the pandemic. 

Take contactless delivery, for example. Whether someone wanted to order takeout from a local restaurant or buy household products online, they could do so safely and conveniently. They could shop for things they want, make a payment, and have the merchandise dropped off at their front door. 

Brick-and-mortar establishments want to provide the same sense of security and convenience for their target audience. That’s why they’ve invested in technologies like touchless-ordering applications for an improved in-person experience. For instance, a family visiting a restaurant can place their order, request additional services, and make a payment in a matter of seconds. Wait staff can essentially focus on providing a positive experience as the platform streamlines processes and accommodate consumer needs more efficiently. 

 

Virtual Services

Not everyone is ready to get back into society, despite the improvements with the pandemic. There’s also a large group of consumers that enjoyed the convenience of receiving services in real-time. Businesses that chose to shift to eCommerce platforms and utilize digital tools to interact with their customers at the height of the pandemic can’t help but notice organizational and financial benefits. It enabled them to reach a wider audience and save on overhead costs.

Ultimately, eStores and virtual services will become a formal business practice. Brands will continue to push their products and services on their websites. Healthcare professionals, attorneys, and even real estate agents will continue to rely on video conferencing software, file-sharing apps, and other tools to treat patients, meet clients, show properties, and complete other transactions. 

 

The onset of the coronavirus pandemic was challenging for businesses. It forced them into survival mode as sales declined. Those that made it through those trying times were companies that thought outside of the box to implement new strategies to reach their target audiences. Although adjusting took some time, the integration of technology enabled them to enhance employee and consumer experience. These concepts kept everyone safe, improved productivity, and increased sales. As such, these tech trends will remain a staple in business operations post-pandemic and beyond. 

The Evolution of Frictionless Payments

Closeup of hands using contactless payment and credit card against a blue background

Frictionless payments are essential for e-commerce platforms to reduce the barriers between online shopping and completed checkouts. The buying process needs to be easier for both the customer and the seller, because an enjoyable user experience leads to higher conversion rates and fewer abandoned shopping carts.

Effective frictionless payments are essential for both large and growing businesses. When done right, frictionless payments improve the checkout process by eliminating waiting times, which creates a faster checkout experience. It’s all about reducing barriers and the steps towards a completed sale. Ultimately, frictionless payments should feel like a natural part of the customer experience.

Understanding how frictionless payments have developed and reviewing the history of buying processes will help us understand how businesses will be able to continue their growth in the digital age. So, let’s explore the evolution of frictionless payments and predict how businesses will drive higher conversion rates and create better customer experiences in the future.

 

1950: Debit and credit cards

The credit card was developed in the mid-twentieth century, but it wasn’t until 1973 that the card payments system was computerized. This frictionless payment reduced transaction times to just one minute and gave rise to the era of electronic consumer payments. Computerized payments would eventually allow for future online transactions, where e-commerce businesses could contact banks to finalize payments with ease. In 1994, Stanford Federal Credit Union in California was the first financial institution to offer online internet banking, leading the way for online transactions to begin in 1995.

 

1999: 1-Click

Bookseller turned global conglomerate Amazon patented an online transaction process called ‘1-Click’ in 1999. This allowed customers to buy products with just a click of a button. Items could be purchased at the product level, without adding to a shopping cart, meaning that customers could buy a product in a flash. Voila: no shopping cart abandonment. With 1-Click, personal details and your bank account details are stored online, safely assuming that users are content with the same delivery address and bank account being used for every transaction.

The patent has since expired, meaning a flurry of businesses can now utilize this frictionless checkout method. Given the global average rate for shopping cart abandonment is 69.8 per cent, skipping over the shopping cart means that e-commerce businesses can maximize their conversion rates and generate more sales through this simple process.

 

2003: Chip, pin, and tap

Going back to credit and debit cards, a more recent development contributed to the evolution of frictionless payments. In 2003, the introduction of Chip and PIN in the UK allowed cards to store data in a small chip on the face of a card. This data could then be accessed using a four-digit PIN, authorizing the payment. The American conversion to chip and PIN was announced in 2012 and completed in 2015.

Not only did this process increase efficiencies for both customers and businesses by automatically authorizing payments rather than signing a receipt, but it also curated a secure form of payment. Only those with access to the card and the secret PIN could access the account. The advance demonstrates how frictionless transactions can be made easier, but importantly, more secure at the checkout.

Contactless payments were introduced in 2007, making the checkout process even easier. Today, one in five card payments is contactless.

 

2011: The mobile revolution

As mobile phones became smaller, they became as much an essential accessory as a wallet or purse. They’re with us all the time. So it’s not surprising that these handheld devices have become ingrained in the checkout culture. Leading mobile manufacturers, Google, Apple, Android, and Samsung all launched digital wallets between 2011 and 2015, allowing users to complete transactions with them rather than their debit or credit cards.

These transactions had the added security benefit of authorizing payments through a fingerprint or facial scan. Furthermore, these digital wallets could be used in-store or online, storing personal data to automatically fill in those arduous forms with personal details, delivery addresses, and billing addresses. The innovation helps further speed up online sales and transactions.

 

Now and the future…

As online transactions become easier and quicker on the customer side, some obstacles for businesses to achieve a completely frictionless payment remain. Businesses must ensure that they balance the risks and rewards that come with streamlining checkout and ensuring protection from fraud and abuse.

As the popularity of omnichannel sales, digital wallets and one-click buying continues to develop, innovative ways to maximize sales without being affected by fraud and abuse have been developed. Commerce protection platforms, such as Signifyd, drive automated decisions on all transactions, approving more good orders and recovering lost revenue from chargebacks. This streamlines the customer experience, limiting the need for authentication forms and processes. Overall, commerce protection platforms feel like a natural part of the checkout process, going unnoticed by customers, and they can increase conversion rates by four to six per cent on average.

Frictionless payments will continue to improve, creating better customer experiences and improving business performance. As more sales move online, and transaction speeds and efficiencies increase, it’s important to tackle attempts of fraud and abuse. At every stage of the evolution of frictionless payment, new processes are helping to make every transaction safer and more worthwhile for customers and businesses.

Why Companies Need to Take Cyber Attacks More Seriously

Cyber attacks

Reports reveal a rise in hacked and breached data throughout the coronavirus pandemic, these being from such sources as IoT and mobile devices – devices increasingly common throughout the workplace. In fact, research shows that U.K. businesses experienced a 31% increase in cyber scam cases in 2020 from May to June.

The pandemic pushed businesses and workforces away from their usual routines and reliable systems, creating opportunities for hackers to take advantage of. In addition to this, as many would now prefer remote working to stay even once pandemic restrictions have lifted, it’s essential that companies take cyber-attacks, and furthermore their cyber security and adaptations to this amidst the pandemic, seriously. 

Cyber-attacks can be ruinous for owners of a business, a report from Statista released the 25th of May 2021 revealing:

“The average cost of cyber security breaches in the last 12 months in the United Kingdom was 2,670 British pounds across all businesses, however, this figure becomes greater as the size of a business increases. The cost of a cyber attack is not only financial, with companies having to spend time on recovering from the attacks.”

 

Ways to Protect Your Company from Cyber Attacks 

There are numerous ways companies can help to protect themselves from cyber attacks, including those listed below: 

  • Cyber insurance
  • Penetration testing
  • Firewalls
  • Employee training

 

By adopting these methods, business owners can help to strengthen their business’s cyber security. 

 

Cyber Insurance 

Cyber insurance can help to protect a business against malicious cyber-attacks, supporting them in the event of such an attack in various ways. Cyber insurance can cover the following after a cyber attack:

  • The costs for investigating the cyber crime
  • Reputation management
  • Loss of income that’s been caused by the shutdown of the business
  • Restoration of computer systems
  • And more…

 

The full extent of what’s covered by cyber insurance will depend on the provider and the details of the cover a business has opted for. 

Pricing from Get Indemnity starts at just £26.91 per month for a basic cyber insurance policy. 

 

Penetration Testing 

Penetration testing helps to identify vulnerabilities in a firm’s computer system by simulating a cyber attack against it. A penetration test, or pen test for short, can be used to try and breach numerous different application systems, the insights collected from such tests able to then be utilised to address vulnerabilities in the hopes of preventing against real, malicious cyber attacks in the future.   

There are a handful of really specialist companies that offer pen testing, which start from just a few thousand pounds.

 

Firewalls

A firewall is a type of security device used to help protect a network. It offers this protection by filtering traffic whilst blocking any outsiders from getting unauthorised access to private data stored on computers.  

 

Employee Training

With so many teams now working from home, it’s vital for a company to ensure that their employees understand how to both avoid and identify cyber security threats. 

It might help to conduct training sessions with staff on cyber security, helping a workforce to become better educated, and therefore more aware, on just how important the cyber security of a company is, and how to protect against cyber-attacks. 

E-Commerce Checkout Tech Trends to Improve the Customer Experience

woman using a smartphone to complete an online transaction

The customer experience is essential for improving conversion rates in the e-commerce market. It’s important to make the buying and checkout process as simple as possible, creating fewer barriers to a complete sale.

While online sales have become the new normal for quick and efficient shopping, there’s still room for improvement and growth. Here, we explore the expectations of customers for an easier and more enjoyable checkout experience, and the innovative solutions that are shaping the online marketplace.

 

Frictionless transactions

It’s never been easier to buy online. Gone are the days where consumers would have to trudge through countless forms, filling in personal details, delivery address, card details, billing addresses, and authentication. Today, many large brands use a more efficient transaction process to help consumers buy their products. It takes just one click.

Frictionless transactions are essential for online shops looking to increase their conversion rate from basket to checkout. Did you know that the average shopping cart abandonment rate across all industries is 69.8 per cent? Reducing the barriers to a complete checkout is essential. This is achieved through processes such as one-click shopping, where customer details are stored to allow a speedier buying process. The reduced time prevents any second thoughts on the customer’s part, meaning that businesses can increase their conversion rates. Ultimately, the customer gets the product that we all know they want.

There is potential that this could damage the customer experience. Quicker shopping processes increase the potential for fraud and abuse. Businesses may use checks, such as a captcha, to ensure that customers are legitimate. This is another barrier to a complete checkout that genuine customers may struggle with. Eventually, a customer may abandon their cart. To avoid this, commerce protection platforms such as Signifyd are optimising the transaction experience. Intelligent and automated modules can accurately identify risks of fraud and abuse, stopping them in their tracks, while customers get to enjoy a streamlined order fulfilment process. Overall, the customer experience is improved so much that these automated agents can increase conversion rates by four to six percent on average.

 

POS lending

E-commerce is increasing its share of the global retail market. In 2015, online transactions accounted for 7.4 per cent of all retail sales. By 2020, this figure had leapt to 18 per cent. The ease of purchase and variety of choice makes the online world a fierce competitor for traditional brick-and-mortar stores. But being unable to view or experience a product before purchasing may prevent try-before-you-buy shoppers from visiting online stores.

Some stores consider POS lending or Buy Now, Pay Later (BNPL) services as the solution to attracting these customers. At the checkout, customers can opt to pay for their products later. Once they’ve received their products and are satisfied with them, customers can complete the purchase. If they’re not convinced and want to return the products, they can by cancelling the loan without any money leaving their bank account.

These BNPL services work a little differently from loans. They don’t make their money through interest on the loan but instead take a small share of your final bill from the retailer. The tech quickly checks your eligibility before approving your small loan.

This trend is popular among clothing retailers, where customers may want to try a variety of styles and sizes before they commit any money to the purchase. Items that don’t fit or are not suitable can be returned, allowing customers to only pay for what they’ve kept.

Will this trend stick? It’s uncertain, as some European legislators – like the UK Treasury – are beginning to regulate these services. They believe that these small loans should fall under the Financial Conduct Authority. They warn that the BNPL market, valued at £2.7 billion ($3.7 billion), may encourage people to spend more than they can afford. Therefore, this trend may be short-lived or come with greater barriers in the future.

 

Prioritising the mobile experience

The way we pay continues to change. In-store, we’ve used cash, cards, and now contactless payment. Online, our options are similarly expanding. Where computers and card payments had given rise to e-commerce checkouts, today mobile traffic and digital wallets are helping to improve the customer experience.

As of February 2021, mobile activity made up 56 per cent of all online traffic. Meanwhile, mobile searches equate to 60 per cent of all online searches. It’s clear that mobiles are the most convenient and preferred way to view information online.

However, the e-commerce conversion rate on mobile devices is only 2.25 per cent. Meanwhile, desktop conversion rates stand at 4.81 per cent. The trend for online traffic does not correlate with our e-commerce checkouts. This may be because businesses have not optimised their online checkout for mobile devices. E-commerce businesses must improve the customer experience on mobile devices, understanding how it differentiates from desktop buying.

Digital wallets are one example of an optimised mobile experience. Allowing customers to purchase goods using their mobile-linked bank account means that purchases can be made using the security of fingerprint or facial scanning, automating the process of delivery and billing.

Other checkout trends make the mobile customer experience easier and prevent cart abandonment. Unnecessary buttons which can navigate away from the checkout, such as hamburger menu icons, are removed during the checkout stage. All the buttons needed to complete the transaction should be kept in the ‘thumb zone’ – this means that all essential buttons are within easy reach of a mobile user. This makes the checkout experience more comfortable for the customer and can speed up the checkout process.

Adopting innovative solutions to the e-commerce checkout experience will help drive conversions, improve your business, and assist customers in their buying journey. Understanding how technology is changing and the new ways that we use it ensures that businesses can grow with the e-commerce revolution. Businesses can be proactive in fraud prevention, user experience, and diversifying payment options to create an easy and enjoyable customer experience.

Is Your E-Commerce Business’ Growth Attracting Fraud?

Man using credit card to buy something online with laptop

Online shopping has exploded in the past decade. In 2015, e-commerce accounted for 7.4 per cent of global retail sales. In 2020, this had grown to 18 per cent with projections of a rise to 21.8 per cent by 2024. This is good news for businesses, as online platforms are allowing them to reach new customers and drive more sales.

However, as e-commerce grows, so does the potential for fraud. Fraudsters are finding new ways to abuse online shops and processes to damage businesses and steal goods. Here, we explore some of the common types of e-commerce fraud that are hitting business hard. Then we’ll review how your business can prevent these online activities and protect its revenue.

 

Chargeback fraud

Chargeback fraud occurs when a cardholder intentionally disputes a transaction that they originally authorised. The fraudster will contact the bank and claim that this transaction was not authorised or may argue that the package ordered never arrived. E-commerce businesses will be charged for the cost of the product without receiving anything in return, leaving them out of pocket.

Fraudsters may do this to receive products without having to pay for them or because they regret making the purchase and are unable to return the items.

 

Friendly fraud

Friendly fraud is similar to chargeback fraud, except the fraudster, in this case, may not have ill intentions. In this case, a cardholder may mistakenly dispute a charge because they can’t remember authorising the payment.

This unintentional fraud may be caused because the cardholder does not recognise the purchase on their bank statements or may have forgotten about a recurring payment. However, whether intentional or not, it’s still a costly loss for businesses.

Customers who fear a mistaken charge should contact a business directly before getting in touch with the bank, where the consequence of a chargeback can take longer for a refund and be costly for a business.

 

Return fraud

In the UK and the EU, consumers have the right to return goods ordered online within 14 days of receiving their goods. It’s important that customers have the opportunity to review products and decide if they are suitable. However, this is an aspect of e-commerce that is open to fraud.

Return fraud comes in many forms. Complaints can be fabricated to order a refund that they may not have been eligible for, leaving businesses out of pocket and down on inventory. Meanwhile, returning fake items in place of the genuine article is another way that fraudsters are hurting business. Some may not even attempt to find a similar item, shipping something with the approximate weight – there are reports of fraudsters returning a potato in place of an iPhone.

It seems unbelievable that such an unusual feat of fraud can take place in this way. But some online payment engines, such as PayPal, only require the tracking number of the return in transit to provide a refund.

 

Unauthorised resellers

If someone bought fifty identical products from your e-commerce store, what would you believe the intention of the buyer was? If these products are expensive goods or bought at a discounted price, you may have a safe assumption that the buyer intends to sell these goods for a profit.

Unauthorised reselling is a type of fraud that is difficult to tackle on e-commerce platforms. While it can appear positive for your business to achieve this many sales, resellers can damage your brand image. It can also be difficult to determine if the threat of resellers is genuine.

 

Preventing fraud

The best way to prevent fraud is to stop fraudsters from buying from your e-commerce site in the first place. Taking away the power to buy takes away their power to commit fraud. But how can a business differentiate between fraudsters who intend to chargeback, commit return fraud, or resell your products from a genuine customer? How do you know who is buying from your e-commerce store?

Commerce protection platforms, such as Signifyd, are used to automate customer experiences and eliminate fraud and abuse. This is just one solution to reducing fraud online. These platforms are able to make intelligent decisions based on historical buying activity. Transactional and behavioural data is key to stopping fraud before it has even happened. This commerce protection platform has rendered an image of the shopping world from over 10,000 merchants in over 100 countries. Impressively, this means that 98 per cent of all online purchases are made by consumers that Signifyd has seen before.

These platforms can accurately identify anomalies in buying and behaviour such as account takeover, unauthorised resellers, and promotion abuse. Even better, they can automatically recover lost revenue from a chargeback, meaning that fraud has a limited impact on a business.

Businesses should continually strive to create improved customer experiences online, with frictionless payments, while protecting themselves against fraud and abuse. As the e-commerce market grows, fraudsters must be eliminated from riding the coattails of your success.

Uncovering Digital Secrets

Man at a desk using a laptop and tablet

Finding ways of bringing about justice has become more difficult, as technology plays an increasingly important role in every aspect of society, including crime. The team behind Forensic Discovery has committed themselves to developing new ways of working that can support clients in early-stage legal discovery. In CV’s Corporate Excellence Awards, they were a Recognised Leader in Computer Forensics 2020 – Colorado so we thought we’d take a closer look to find out more.

The world of computer forensics has become big business around the world in the last few years as more and more people have begun to exploit technology for their own ends. To the untrained eye, information can be easily removed from these devices or stored in secret areas, but professional outfits like the team at Forensic Discovery are able to uncover the truth of what really occurred.

When the team at Forensic Discovery are engaged by a legal professional, they are employed to work in partnership with their clients. Essentially acting as the technical arm of the client, they cover an enormous range of different demands including computer forensic collections, computer forensic analysis, early case assessment with NUIX and expert witness related work. The team are in incredibly high demand thanks to their strong record of expert analysis which has changed the direction of many legal cases over the years.

Forensic Discovery’s high demand is due to the capacity that the team have been able to demonstrate over the years for exceptional results. They can assist in nearly all aspects of computer forensics, holding the necessary tools and expertise to properly execute a “duty to preserve” requirement. When a device is taken it, the team follow standard procedures to ensure that it is not damaged in any way. This include isolating the device and taking a digital copy of the device’s storage media. Once this is complete, the original can be secured in a safe place and any investigation done on the copy.

This prevents any damage being done to evidence while also enabling the team to plumb the depths of what is open to them. The team has been able to provide forensic data collections on a wide variety of devices and platforms, investing carefully to ensure that their team offers a service that goes above and beyond the competition. Clients have often commented that their work is not only quicker and more cost-effective, but superior in every respect.

The techniques involved in this line of investigation are incredibly niche, and require precise work to uncover what others have desperately tried to keep hidden. Often the most valuable of evidence can be discovered through searching hidden folders and unallocated disk space for copies of deleted, encrypted, or damaged files. Any evidence is carefully documented in a finding report and verified with the original in preparation for legal proceedings that involve discovery, depositions, or actual litigation.

What sets the Forensic Discovery team apart is not just their skill, but the care with which matters are prepared for the courtroom. The team have been proud to offer analysis for affidavits, expert reports or expert testimony. When a client finds themselves in a complicated discovery dispute with opposing counsel or need a solid discovery protocol, the team at Forensic Discovery has the experience to assist and ensure that the best possible results are achieved.

To ensure consistent results with every case, the team have taken the time to develop a reliable workflow that opens up the way in which analysis is done. The team can take a look at the collected data using an early case assessment hosted document platform, NUIX. NUIX has proven to be an invaluable asset to many, transforming messy data into intelligence that can be acted upon quickly.

The secret of the team’s impressive success is the way in which they have integrated these systems in order to provide a comprehensive solution on a client’s behalf. Once the early case assessment data is achieved within the team’s platform, it’s easy to come back to if the need arises. Often clients have to undertake additional search and supplemental discovery of information. The handoff between the two processes, therefore, is designed to be as seamless as possible in order to facilitate a smooth and effective process.

Through NUIX, clients are able to perform their own searches through the incredible information that can be discovered. These searches result in immediate detailed results that allow the team to make vital strategic decisions throughout the litigation process, specifically 26f preparation. Otherwise known as a Case Management Conference, this preparation can be supported by the Forensic Discovery team often to everyone’s advantage. The team are able to establish scopes that may include data sources, data types, date ranges, associated custodians, custodial surveys, search terms and production formats. Over the years, the team have found that the better prepared party often has the strategic discovery advantage throughout the litigation and they are on hand to ensure that their clients know exactly what is coming.

As data has begun to play such an essential part in many cases, the team have made sure that their approach is as flexible as possible to achieve success. This is why it can be exported in a processed form to cooperate with a document review system or with a hosted review provider, such as Relativity, Eclipse, Summation, Concordance, iConnect and Ringtail. Building in this capacity ensures that fewer delays are met in the often sluggish legal system.

When clients turn to Forensic Discovery, it’s because their approach is carefully calibrated to meet the needs of the legal industry. This applies to every stage of the process, from the options though which clients can access the newly acquired data through to the way in which the Forensic Discovery team are happy to offer expert testimony on behalf of customers. It demonstrates a pride in their work and a transparency that has ensured they are always in high demand.

This transparency continues throughout the team’s astonishing work. While eDiscovery related costs can escalate quickly, the team at Forensic Discovery know best how to project the costs of a case not only accurately, but from a very early stage in the process. Some companies watch the costs rise and their clients find themselves unable to litigate as a result. The detailed projections used by Forensic Discovery have been able to dictate rulings in multiple state and federal courts, saving the firm’s clients millions of dollars.

It’s easy to see why so many turn to Forensic Discovery in their time of need. It goes without saying that their work is truly incredible, and the careful way in which they execute their roles supports the legal industry enormously. We celebrate their continued success and look forward to seeing where the team go next.

For business enquires, contact Trent Walton of Forensic Discovery via https://forensicdiscovery.expert/ or email at [email protected]

Technically Perfect

Blonde woman with glasses with tech style frame and lines mapping out her face

Perfect Corp. is a leading beauty tech solutions provider that is revolutionizing the beauty industry by introducing Artificial Intelligence and Augmented Reality technology into the consumer beauty journey and creating the ultimate shopping experience. Constantly innovating, Perfect Corp.’s B2B and B2C services provide comprehensive solutions that match every brand, budget and touchpoint. We take a closer look.

A multi-award-winning company that is leading the revolution in the beauty industry, Perfect Corp. is a leading global provider of beauty tech solutions that integrates artificial intelligence and augmented reality into heightened shopping experiences. Driven by innovation and creativity, Perfect Corp. is an agile and dynamic firm that stands at the intersection of tech and beauty with a vision to marry the two in a brand-new shopping experience that will propel the industry into the future.

The firm is changing the way consumers shop for cosmetics both online and offline through its engaging and accessible technology solutions that connect consumers and brands through an immersive and personalized customer journey. With a growing portfolio of more than 280 brand partners that includes the likes of Estee Lauder, Bobbi Brown, and Sally Beauty as well as many smaller, indie brands, Perfect Corp. is proving that its innovative, AI/AR approach to the beauty industry is a key driver of business success and its own establishment as a leader in the sector.

Perfect Corp. provides B2B and B2C services, offering Beauty SaaS for beauty brands and retailers of all sizes, as well as content creators. The firm’s technology is designed to help its clients reimagine the consumer shopping experience in order to deliver more customer-centric services, which in turn drive business success. Whatever the size or requirements of their clients, Perfect Corp.’s solutions can be tailored to a range of omni-channel touchpoints and boast an expansive range of tech capabilities; from seamless web integration to virtual try-on, a brand website to experiential in-store digital experiences, and advanced AI-based product or shade recommendation solutions.

The B2B aspect of Perfect Corp.’s operations offer a tailored selection of these capabilities on a subscription-based service that is flexible to the needs of the client, whilst B2C offers complimentary and premium app subscriptions for the firm’s cutting-edge ‘YouCam’ app collection. This suite of apps boasts a vast selection of capabilities, from experimenting with makeup looks in YouCam Makeup to editing photos in YouCam Perfect. The apps’ unique, hyper-realistic effects that are accessible from a mobile device make it easy for users to discover, try, create and shop makeup brands that use Perfect Corp.’s technology, boosting consumer engagement and therefore sales.

The advanced technology used in Perfect Corp.’s applications is one of the principal factors that sets the firm apart in its market. For instance, its flagship technology YouCam is the result of decades of machine learning and algorithms and is designed to make the virtual experience not just a tolerable replacement of the physical experience, but the preferable option. As such, the YouCam 106-point 3D facial mapping, skin tone matching, and adaptive lighting deliver results in .04 seconds and 98.5% precision rate matching the exact colour and finish of more than 180,000 products.

This staggering level of accuracy allows brands and consumers alike to rely on the technology to make more confident purchasing decisions and the results in business activity are clear to see. The beauty industry has seen a >30% Click-Through Rate in ecommerce, up to 2.5 times conversion rate and an 8% decrease in returns. With more brands and consumers joining the Perfect Corp. clientele every day, it is clear that the firm is leading the accelerating charge towards technology in the beauty retail sector.

So, what is it about Perfect Corp. that has enabled it to cement its leading position in a notoriously competitive industry? The two pillars of creativity and innovation have been the foundations of the organization since day one, acting as the launchpad from which the team at Perfect Corp. can push boundaries and strive to achieve things which have never been done before. This requires a fearlessness and ability to keep up and in control of a rapidly evolving industry, something which Perfect Corp. has in plenty. The team are unafraid to try something unprecedented and perhaps even rogue and it is through this meticulous daring that Perfect Corp. always stays one step ahead of the rest of its busy industry.

Consequently, Perfect Corp.’s team is made up of talented individuals who share that courageous, imaginative mentality and are always striving to deliver innovative, fresh-to-market solutions to boost their tech capabilities and offerings. With headquarters in Taiwan and teams dispersed across the world, Perfect Corp. still achieves unity in its team, alongside a constant finger on the pulse of the market, that facilitates agility and the effective development of AI, AR, and machine learning.

The result is a cohesive team environment which is supportive and collaborative in its united drive towards success. Across R&D, design, marketing, and business development departments – both local and global – there is an electric passion for the work Perfect Corp. does and how it can positively impact the shopping experience for consumers, brands, retailers, and content creators. Perfect Corp. therefore puts a great deal of its success down to the outstanding innovation and teamwork of its teams all over the world.

Since its inception, Perfect Corp. has consequently been the recipient of multiple awards such as the 2020 Artificial Intelligence Excellence Award for Outstanding Innovation. Propelled by success throughout 2020, Perfect Corp. is heading into 2021 with great optimism and enthusiasm about its plans to amplify its web solutions in order to boost their brands’ ecommerce experiences. With online shopping and ecommerce becoming more and more significant in a world of lockdowns and social distancing, the enhancement of brand’s platforms is similarly becoming even more important.

Perfect Corp. has therefore got several exciting projects in the works, such as an online virtual beauty consultation through Perfect Corp.’s Web Beauty Advisor 1-on-1 service, as well as the integration of interactive content directly on to a brands website with services like Web AI Live Casting. Moreover, with technology such as the AI ShadeFinder gaining increasing demand, the Perfect Corp. team has foreseen a shift towards skincare innovation that allows consumers to track their skin health and browse personalized product recommendations based on their findings. As AI/AR becomes more intrinsic in daily skincare routines and beauty shopping experiences, Perfect Corp. will be on hand with continued innovation and technological advancement to propel this exciting industry forwards into the future.

For business enquires contact Lindsay Colameo at Perfect Corp. via www.perfectcorp.com/business

Ensuring Cybersecurity with METCloud

Exterior of the Bullring shopping centre in Birmingham UK

METCloud, launched in 2017 and Head Quartered in Birmingham, has seen it achieve no small amount of recognition for delivering the highest levels of innovation and excellence within the ever-evolving world of cloud and cybersecurity technology. Such is the excellence that METCloud has delivered over the years, that it has been named the Most Innovative Cloud Security Solutions Provider 2021 – UK in this issue of Corporate Vision. Join us now as we take a closer look at what the firm has to offer, and why its excellence has been so consistent.

As an award-winning IT managed service provider and deliverer of innovative excellence, METCloud has slowly but surely carved out a reputation for itself as being one of the best in the business for its cyber secure hybrid cloud platform. In order to ensure that the firm continues to reach the lofty heights that it has become accustomed to, METCloud has been built from the ground up using the highest levels of cyber security technologies that are currently available in the market today. METCloud is all about tailoring its own innovative services in order to ensure that they are specifically aligned with a client’s or organisation’s unique requirements. By tailoring the services provided, the firm can ensure that what it offers is all that a client will ever need from a cloud platform. They no longer have to use multiple sources or companies to work alongside; clients and organisations can simply get everything they need from METCloud when it comes to having a cloud platform.

Since the firm was founded over twenty-two years ago, METCloud has operated with a single vision. That vision has remained the same throughout the company’s lifetime, and is focused on developing to become a globally-recognised brand that is synonymous with robust cyber security technologies and services alike. METCloud remains as committed as ever to delivering the most advanced technical support to its every client, and works closely alongside them in striving to integrate the best technology solution for them in a seamless and effortless manner. It can perhaps be summed up best by saying that METCloud is shaping the future of the new digital economy and new value creation.

METCloud is more than just a multi-award-winning cloud and cybersecurity platform, though that in itself would be an outstanding status to have. Instead, METCloud has not settled for what is, and is constantly striving to do better, deliver more, and create greater results for clients. Through its various partnerships, the firm is also helping organisations accelerate the adoption of new and next-generation technologies, such as artificial intelligence, machine learning, blockchain, and data analytics. New technologies such as these in turn support the organisations with their goals of exponential growth and greater positive impact on the environments, sustainability, and society. METCloud is at the heart of that adoption, and is facilitating technological growth like never before.

Not only is the work of METCloud important in helping to facilitate and perpetuate technological growth, but it is also vital from a cybersecurity standpoint. 2020 saw a great many businesses shift their processes and procedures online due to the ongoing effects of the COVID-19 pandemic. As a direct result of that, businesses have also become a great deal more vulnerable to cyberattacks. According to the latest statistics on METCloud’s website, upwards of 32 percent of UK businesses identified a cyber breach in the last twelve months, and 28 percent labelled cybercrime as the most disruptive type of fraud. 2020 was a year that tested the strength of the cybersecurity industry like never before, and the future is set to test those limits further. METCloud is prepared for what may come, and is prepared to offer its clients a way of enhancing cloud security.

What METCloud does better than its competitors is focus on the creation of a cybersecure cloud platform that has been built specifically with SMEs in mind. Understanding that every business is unique and that their needs are just as unique is one thing, but building a cloud platform from the ground up that is focused on addressing the needs of one specific group of companies and enterprises is another thing entirely. METCloud ensures that every single one of its services is aimed at addressing a specific need within the SME community of Birmingham, the United Kingdom, and further afield.

The array of services provided on and through the METCloud platform is extensive, and includes a wide variety of different services. For instance, the firm offers enterprise class compute and storage, identity access management, next-generation firewalls, endpoint protection, cyber awareness training, ISMS, email security, SOC-as-a-service, backup, and DR-as-a-service, and that just begins to scratch the surface of what the platform is truly capable of. Innovation and excellence do not come easy, but the work of METCloud in creating its own innovation and excellence is nothing short of exceptional.

Very little of METCloud’s current success would have been possible without the hard work and dedication of its CEO, Mr Ian Vickers. The last few years have been a period of exponential growth for METCloud, and Mr Vickers has had a lot to do with that. In 2017, Mr Vickers launched METCloud as a brand, and the organisation has since gone on to be recognised as one of the most secure cybersecurity platforms not only in the United Kingdom, but in the wider world. As a result of this international recognition, METCloud has also won dozens of internationally-recognised awards for innovation.

Through the leadership provided by Mr Vickers, METCloud has developed to become a multi-million pound organisation that is leading the way in cybersecurity innovation. With further international expansion in 2022, this year may be one of consolidation and planning. Looking both forwards and backwards however, METCloud can be incredibly proud of what it has achieved over the course of twenty-three years in business. Furthermore, with Mr Vickers at the helm, that success is surely set to keep coming for everyone, both those working at METCloud and the clients that it partners with on a daily basis.

For more information about METCloud, contact Ian Vickers via www.metcloud.com

Pre-empting Trends and Developing Solutions

6 people working in customer service, on the phone with clients while at their computers

VeriCall Ltd are a fairly young company who have burst onto the scene in recent years and made huge strides by being proactive and pre-emptive in a largely reactive industry. Discover more about how the firm has been named Best in Customer Centre Solutions, 2021 in this issue of Corporate Vision Magazine.

VeriCall are a double-award winning company who offer their clients unrivalled call centre services. The Scottish company, led by CEO Adam Taylor, himself an award-winning leader, operate at the cutting edge of technology and are putting in the resources to make sure that they stay there. VeriCall offer their clients a comprehensive range of solutions, from fully PCI DSS compliant payments to AI solutions to omnichannel products. With a range of services especially tailored for Small and Medium Enterprises and even micro-businesses, VeriCall have the solution.

In fact, they have provided solutions for all types of companies – government, utilities, directory enquiries and charities, to name a few. The only thing that all their clients have in common is a desire to deliver the best service to their customers that they can, and VeriCall step in to facilitate that. The products that VeriCall offer enable businesses to put together the customer service solution that best fits their target demographic. They can support their customers in real time across their channel of choice by making use of VeriCall’s bespoke service delivery model. Together, the teams design, in partnership, the delivery model that will best support their customers while maximising value.

Adam Taylor, CEO of VeriCall and named one of the 30 best leaders to watch by The Silicon Review, said “I believe that customer service is the critical differentiating factor between businesses looking to gain customers and those looking to retain customers. Over the last decade, there has been an explosion of choice as businesses have learned how to exploit the opportunities presented by direct, online retail and service provision.”

It is thanks to this increase in choice, Adam believes, that consumers have become more empowered than ever to move and choose suppliers who meet their needs and expectations. It means that in order to thrive, companies have to be prepared to engage with their customers wherever their customers choose. However, companies are often reactive to change, following their customers from platform to platform, and losing valuable engagement during that lag. “VeriCall believe in supporting our clients with foresight and innovation,” Adam said. “We aim to be first to market with new solutions which pre-empt those changes in customer behaviour”.

“We consistently see new businesses with exciting innovations rapidly capturing market share and building customer loyalty. By analysing customer behaviours and assessing future trends, we ensure our clients are supported with innovative solutions which ensure they remain at the forefront of customer engagement. We catch early adopters of trends and help to shift them from simple customers to brand ambassadors who spend more, stay longer, and attract new customers.”

This high-tech, shifting world of e-commerce has been difficult for some company giants to adapt to. Companies who have largely done business the same way for decades are often left behind in their inability to change. VeriCall hit the ground running when it was founded in 2017, built with the ethos of adaptability and development from the very start. Adam said “We are not encumbered by legacy infrastructure and have processes enabling us to be more agile and responsive than our peers”.

“Having personally come from the client side of the outsourced relationship, we have a unique perspective from the top of the organisation as to the challenges and obstacles of an outsourced relationship, enabling us to place ourselves in the mind of the client to develop our processes to work for our clients and their customers.”

VeriCall’s impact and successes have not gone unnoticed. They have been recognised with two GOLD awards as the ‘Best Contact Center (Outsourced)’ and ‘Best in Customer Service’ at Contact Center World’s 2020 ceremony. The work that VeriCall put into remaining at the top of their game, developing solutions to problems their clients haven’t even encountered yet, makes them clear, standout winners in the industry. Their agile nature means that they missed no contacts, and the pandemic had no impact on their operations as they swiftly moved to a WFH model. It has put them in good standing for the first quarter of 2021, and they are set to see continued growth and success throughout the year.

For business enquires, contact Adam Taylor at  VeriCall Ltd via www.vericallsolutions.com