Monthly Archives: November 2016

Expanding the Business

Over the years, Noel has expanded the farm to include a washing and packing facility. He explains, “Often farming practices are not that profitable, so I met with some other people and we decided to set up a packing company. And it grew from there.” It certainly did as the facility now washes and packs an average of 40 tonnes of carrots a day. It was a case of spotting an opportunity to add value and running with it. Noel thinks that a good relationship with the bank is key. “It’s very important to have a good relationship with your bank. It’s the mainstay of any business. We have a good relationship with our local bank, although we don’t have any borrowings at the moment.”

 

The Farming Landscape

Noel acknowledges that it’s a tough time for the farming community, “Farming in general is in a depressed state at the moment. Grain, livestock and milk are under wicked pressure,” he says. The uncertainty of Brexit is also a concern. He said: “Nobody seems to be able to give a straight answer as to what kind of an effect Brexit will have. Everyone has different thoughts.”

But despite the pressures, Noel is still passionate about his profession. “Farming was something I always wanted to do from a young age. It’s a nice way of life really. You’re out in the fresh air, you’re dealing with land and you’re dealing with nature.”

 

Looking to the Future

As for the future of his farm, Noel is planning on sticking to his current formula and hopes to expand his reach. “Hopefully we’ll gain a bit more in the marketplace with regards to selling vegetables. We’ll just keep it to the carrot and potatoes.”

Noel carves a couple of pumpkins each year to decorate the pillars on his gate – a tradition he’ll continue this year. We couldn’t let him go without getting his top carving tips. For him it’s simple. “You get stickers in the shops and place that over and trace it out.” he laughs.

How to Improve Your Customer Support

Customer support or service interactions have the potential for a wide variety of outcomes – both good and bad. Customers contact your support team when they have an issue. Understanding this and making the interaction as efficient and effective as possible should be your goal. If you deal with the issue well you’ll have a happy customer, and potentially positive recommendations. Worst case scenario, you could be losing business.

How you use your phone system can be a key determinant of how your customers perceive your support service and their experience with your organisation. The option for the customer to speak to someone in the business over the phone is a communication method commonly offered in customer service. However if your employees are picking up the phone to someone who has already been transferred two or three times, you’ve already given your customer a bad experience.

Identifying ways to improve the experience your customers have with your support function, or company as a whole, can be tricky. One place to start at is when your customer makes the call. Here are four ways which your phone system can improve your customer support experience, before and during each call:

 

1. Use interactive voice response with time of day settings

Interactive voice response (IVR), otherwise known as virtual receptionists are used to direct those calling your business to the appropriate person by providing a menu of options which the customer can select. The longer your customer spends on hold or being transferred from department to department the more you are failing in providing them with an efficient and effective interaction.

Everyone has had poor experiences being left on hold waiting to be transferred. Use an IVR and avoid subjecting your customers to this. When constructing your menu, ideally have an option for each of your main customer facing departments. You should also finish with something similar to ‘for all other queries press 0’. This means even if your customers are unsure, they still have an option to press.

Time of day settings allow you to provide different instructions or menus depending on when a customer calls. For example, if a customer calls outside of office hours you can play a message which tells them your office is closed, what time it will be open at and provide an alternative contact method such as your customer service email address or a specific out of hours number. Accurately setting the expectations of your customer in terms of response or resolution time is critical for good customer service experience.

 

 

2. Use ring groups

A ring group is a feature which allows a number of phones to ring when one number is dialled. For example, when a customer selects the menu option for support on your IVR, it is possible to have every team member’s phone ring. If each team member’s phone is calling the chances of the call will only be missed or not answerable immediately if the whole team is already busy.

Using a cloud phone system it is also possible to add extra steps if the ring group goes unanswered by the whole team. After a certain amount of time, you could redirect the call to the department manager before eventually to a voicemail box. A common mistake that businesses make is not having a voicemail box as the end point for every possible path a call can take. After waiting on hold to speak to someone and being transferred around the sound of a disconnected line is disheartening to say the least.

Adding a voicemail box will allow you to set a voicemail greeting which can explain that all employees are busy for the moment and once again offer an alternative means of contact.

 

 

3. Everyone in your organisation needs an internal transfer number accessible via a centralised document

From time to time a customer with an issue is going to call the number for a different department or pick the wrong menu item. In this case, the first step is to get them talking to someone who can help with their problem. This means call transfer.

With a cloud phone system, setting up internal transfer numbers such as 102 or 2007 for each employee can be accomplished with ease. Make sure that each member of your organisation, with a priority on those which are customer facing, have an internal transfer number set up.

An updated and detailed list should be kept centrally via a resource such as Google Drive or Office 365 with each person’s transfer number. Using this, whoever takes a call should be able to easily transfer the customer to the right place. It certainly beats asking your customer to call the organisation’s main number again and dial 3 for support.

The Inspirational Story of Ocean Bloom

By chance, she got chatting to an elderly lady in the community, who mentioned in her day they would take the children down to the sea and bathe them. This was just the spark of inspiration that Cheryl needed. “I started thinking about it and I collected some seaweed and made a baby seaweed bath for him and his skin started healing,” she says.

She began experimenting by blending the seaweed with oils and created products for family and friends. They were a hit, and someone suggested she should make a business from it.  She subsequently enrolled in a business course with her Local Enterprise Office and began an in-depth study into growing seaweed and its health-giving properties.  It’s been a whirlwind adventure ever since.

 

Launching the Business

Cheryl confides that getting the business up off the ground was one of the bravest things she’s ever done.  She’s bootstrapped it from the beginning, handling everything from product development to filling the containers.  She notes: “To start a business, usually people save up or they have all these processes in place, I didn’t have anything in place. I would lie in bed and feel a bit panicky and think, ‘I’m too old for this’.”  But hearing how her products work made it incredibly rewarding. “I think people coming up to me and telling me that the products have made a difference to their skin is the biggest highlight,” she says. “If I can carry on making a difference to even a few people, that’s the best reward.”

 

The Importance of Good Advice

For anyone interested in starting their own business, Cheryl offers the following advice: “I think it’s important to have a bank who knows you and has a good insight into your business.  You can have a magnificent business plan but if you haven’t got a bank who believes in it, then it won’t work.  I believe going to your local branch, to people who know you, is so important.”

It was the staff at her local branch who first told Cheryl about MyBusinessToolkit, a package offering access to a suite of five leading business tools, from Sage Accounting and Payroll to the bOnline website builder. MyBusinessToolkit is free for 3 months when you open a Start-up Business Current Account before the 31st of Dec 2016.

Most of The National Digital Week

As part of our ongoing commitment to the digital sector in Ireland, AIB are the lead sponsor of Skibbereen’s Ludgate Hub, Ireland’s first rural Digital Hub. The Hub offers local businesses world-class fibre-optic broadband in a state of the art 10,000 sq ft facility that rivals anything in Silicon Valley. AIB has also sponsored National Digital Week since its inception last year, and we’ve got big plans this year with a fantastic line-up of speakers on the AIB Brave Stage all week. Read on for our insider’s guide to the best talks, workshops, and entertainment at this year’s National Digital Week.

 Who to Catch

Kick off the festival on an inspiring note at the AIB Brave Stage, with some uplifting stories from our Digital Champions – including Trendster’s Harry McCann, Lord David Puttnam, and Dr. Seamus Davis from Cornell University. Or dig deep into the future of farming, with talks and demonstrations on tech, innovation and food science, from luminaries like Drone Expo Ireland’s Ian Kiely, THRIVE AgTech’s John Hartnett, and our own head of Agri Business, Tadhg Buckley – all on the Google Stage. We’ll be shining the spotlight on female leadership on Friday, with FM104’s Margaret Nelson, Geraldine Karlsson from DoneDeal, and Ericsson Ireland MD Zelia Madigan taking the temperature of women in digital. On Saturday, we’ll be talking all things Internet of Things, with Leonard Donnelly from ARTOFUS, Donal Sullivan of Johnson Controls Ireland, and Debbie Power from Vodafone. And if you’re a business owner, make sure to stop by the Google Digital Garage all day Friday and Saturday, where Google’s experts will be offering free one to one sessions for all festival attendees to give you a crash course in all the skills to take your company to the next level online.

 

Where to Go

The bulk of the action during National Digital Week will take place at the West Cork Hotel in the centre of Skibbereen. You won’t be able to miss the AIB Brave stage. We’re right beside the registration area as you enter the hotel – and adjacent to the Food Hall if you’re feeling peckish. Still feeling lost? You can check out the event map here. The National Digital Week website also has you covered for accommodation, with info on some of Skibbereen’s best hotels and B&Bs.

 

What to do After Hours

You won’t be short of things to do once the talks end and the real networking begins in the pubs and restaurants of Skibbereen. On Thursday night, NDW attendees can take a tour of some of the town’s best bars with entertainment including a trad session from local legends, Brendan McCarthy and Derry Moynihan, an old-school storytelling session in Annie May’s pub, and a special performance from folk duo Alchemy in The Corner Bar to round off the night. If you want to sample some local cuisine in spectacular surroundings, The Church restaurant is housed in a 19th century Methodist church which retains its original stained glass windows and has a crowd-pleasing menu to provide some serious festival fuel. On Saturday, rabble-rousing festival favourites the Booka Brass Band will finish the week off in a style with a gig at the Google Stage, before DJ Ian Richards takes the party into the early hours with a party-starting mix of funk, soul, and rock & roll.

National Digital Week takes place from 10th – 12th November in Skibbereen, West Cork. Get all the info you need at the official site and stay tuned to AIB’s social channels for exclusive video content from the festival.