Introduction Customer satisfaction is a key element in the success of small and medium-sized enterprises (SMEs). In an increasingly competitive business environment, SMEs must prioritize customer-centric digital transformation initiatives to stay ahead. One crucial aspect of this transformation is the implementation of an efficient complaint management solution supported by a powerful workflow management platform. In this blog article, we will discuss the importance of these solutions for SMEs and how they can contribute to customer-centric digital transformation initiatives. The Importance of Complaint Management Solutions for SMEs An effective complaint management solution provides SMEs with the ability to record, track, and analyze customer complaints, helping them identify underlying issues and implement corrective measures. By resolving customer complaints promptly and efficiently, SMEs can improve customer satisfaction, maintain a positive brand image, and foster long-term customer loyalty. Leveraging Workflow Management Platforms for Digital Transformation A workflow management platform is a powerful tool that allows SMEs to design, implement, and manage complex workflows for their complaint management system. By utilizing such a platform, businesses can create custom workflows tailored to their unique complaint management needs, ensuring that the solution is flexible and adaptable. Workflow management platforms also facilitate seamless integration with other systems, such as CRM or ERP systems, providing a comprehensive view of customer interactions. This integration allows SMEs to gain valuable insights into their customers’ experiences and improve their overall customer-centric digital transformation initiatives. Incorporating Emojot into Your Customer-Centric Digital Transformation Strategy While there are several workflow management platforms available, Emojot stands out as a highly customizable and efficient solution for SMEs. Emojot’s Workflow Management (WFM) platform offers a robust workflow engine, enabling businesses to create custom workflows for various complaint management scenarios. Emojot’s solution also includes key features such as omnichannel support, ticket management, prioritization, automatic assignment, automated reach-back capability, reporting […]
In today’s highly digitized world, the online reputation of your business is crucial to its success. Providing quality products or services is no longer enough; you must also actively manage and maintain a positive online reputation. Online Reputation Management (ORM) is a process that helps you monitor, manage, and maintain your online perception by responding to negative comments, gaining positive reviews, and monitoring brand mentions. ORM is important because it can make or break your business. Consumers rely heavily on online reviews when making purchase decisions. As per Gartner, 78% of buyers check reviews before making a purchase. Having just a few bad reviews can drive away potential customers, and it can take several positive reviews to regain their trust. ORM strategies can help improve local search rankings and demonstrate customer-centricity by understanding and addressing customer needs. Emojot has an ORM platform that can assist businesses in managing their online reputation. It provides features such as review management, review automation, reputation monitoring, and search engine optimization. Emojot’s customizable response templates for positive and negative reviews, multi-site review listings monitoring with sentiment analysis indicators, and AI-based review response suggestions make it easy to manage your online reputation effectively. In conclusion, ORM is critical for businesses to thrive in today’s highly competitive marketplace. Emojot’s ORM platform can help businesses manage their online reputation effectively, resulting in increased customer loyalty, brand awareness, and revenue. Don’t leave your online reputation to chance; start managing it today with Emojot. With ORM, you can build trust and credibility among potential customers, protect your brand from negative publicity, and stay ahead of your competitors.
A Play by Play of the Company’s Vision, its Earliest Inception, and a WIP Towards a Continuous Mission in the Technology Space There is always a distinct history behind any organization – how it began, its first steps, important milestones achieved and the people who have worked towards making its initial vision a reality. Our vision which eventually became a reality was Emojot – a company that has grown remarkably over the past few years. So, sip on a cup of coffee (or tea if you like!) as we take you through a stroll down memory lane on how it all began. So, How Did it All Begin? Our company’s vision – to be the global leader in customer experience solutions with our emotion-based customer/employee/audience engagement solutions – was given its roots when our very own CEO, Dr. Shahani Markus was a lecturer at the University of Moratuwa, a top-notch university, that had a reputation for producing some of the most intelligent graduates within the Sri Lankan tech industry. Dr. Markus was an inspirational mentor to her students and was responsible for supervising the university’s final year projects. With her vision of encouraging students to create startups, she bootstrapped a product concept with two of her students – Andun Sameera and Sachintha Rajith in 2014. The founding team also included Dr. Markus’ colleague Manjula Dissanayake, who came with prior experience in the product space. In 2014, Emojot’ magic began with these 4 special and dynamic individuals. Converting Initial Meetings into Positive Proceedings With our founding team at Emojot working hard and overcoming the challenges that came their way, we were fortunate enough to be named as one of the top 3 event technologies at a conference held in Australia in 2015. This was certainly a massive stepping stone for us. Our success […]
A University of Pennsylvania study notes that, “70% of communication is body language, 23% is voice tone and inflection, and only 7% is your spoken words!” (Source). Text based communication from email to texting created many challenges – until ‘smileys’ – now commonly called ‘emojis’, became popular. Tyler Schnoebelen, a linguistics Ph.D. from Stanford, explains how if we are talking to someone face to face, we don’t need another way to express “I’m smiling” because it would presumably be visible (NYMAG). But take away that added layer of interaction, and then you are missing something important in communication. It all comes down to emotion and the communication of it. When face-to-face communication is not possible, we need to find some other way of communicating emotion and humanizing a system that is otherwise rather stark. But then the question arises, if this is how it works in the context of interpersonal communication, what does a brand do? How should a business or a service communicate with its customer base? When people communicate with each other with such rich expression of emotion, how much sense does it make for a business to communicate in a plain text form that is decades old at best? The availability of technology allows for a mix of rich forms of media, be it text, images, sound or animation. It doesn’t make sense for a business not to make use of these when communicating with people, especially since this is how people communicate with each other. Some of the biggest brands and media presences have acknowledged this fact and have been speaking emoji for a while. In 2014, as part of its content marketing strategy, General Electric launched its Emoji Table of Experiments, which they turned into a web series on science.