Tag Archives: CRM

IVR Cheat Sheets, And Dirty Tricks?

The IVR debate rumbles on. Could automated voice phone systems be better than just having a human answering the phone? Is it better to cheat the system? Paul English’s cheat sheet has appeared more than 100 TV and radio stations in a month. One company, Angel.com, has been fighting back, first with a pretty harsh broadside, but now appears to have replaced it (the page redirects) with a more measured ‘IVR Cheat Sheet for Businesses’, figuring, I guess, that if you can’t beat ‘em, join ‘em.

Anyway, I got an interesting take on it this morning as a comment appended to my blog from someone who identified herself as Kate, with a believable-looking email address. ‘She’ wrote:

Paul English makes some great points. I saw his piece on ABC World News Tonight and he’s bringing to light that most companies operating in the IVR space have shoddy systems. In my opinion, Angel.com is one of the few companies in the IVR industry trying to change things, however, with web-based next generation systems that link to CRM systems. Small businesses are finally able to create IVR systems (using a self service model if they wish) that are even more sophisticated than what large industry is using. My Dad uses the system for his online ebay store selling vintage posters and autographed baseballs. He’s able to provide far better customer service using Angel.com’s system than he would ever be able to provide on his own. The boon to small business of using these inexpensive, next generation IVR systems is getting lost in the debate.

That’s one well-written comment. I was impressed (as I imagine, would be Angel.com. Not only can they be linked with the little guy (and who wants to bash the little guy?) but they get to bash some of their competitors too). But not being cynical about the posting, I allowed it through and emailed ‘Kate’ with a request to interview her father. If true, it’s a valid point and one to explore.

What I didn’t expect was for the email to bounce. Not that unusual, especially with comment spam, but not when the given name (‘Kate’) jibes with the email address (‘katerobins@yahoo.com’). Why go to the trouble of putting a believable fake email address, especially when you presumably would be quite happy if someone followed up and got a bit of publicity for your eBay-selling dad? Baffled, I checked the IP address where the comment came from: a Verizon address in Washington DC. Not, coincidentally, that far from Angel.com HQ in McLean, Virginia.

I wish I could say my sleuthing took me further. But I could find no Kate Robins in the phone book, no sign of someone with that Yahoo address on Google, or anyone on eBay who might be her dad (not that surprising; it’s a big place). I’ll keep looking, but if anyone knows Kate Robins, her dad, or could shed any light on this, I’d love to hear from them. I’d hate to think that my blog is being used by anonymous shills to do damage limitation exercises for the IVR/CRM industry. On the other hand, if Kate does exist and just mistyped her email address, I’d love to follow up the angle she suggests.

Interview With The Guy Behind The Klips

In today’s Asian Wall Street Journal and in WSJ.com (subscription only, I’m afraid) I talk about widgets — sometimes called dashboards — as an alternative, or addition, to RSS.

Here is the transcript of an email/IM interview I did with Allan Wille, president and CEO of Serence, the company behind Klips:

The new Folio looks good. what’s the main new feature in this version?

Based on customer feedback, mostly from Content Providers, images and a richer content experience were very key. Much of that had to do with increased branding capabilities as well. So images are likely the BIG feature in KlipFolio 3.0. Enterprise to a lesser extent were also asking for images – charts, graphs that can tie into CRM or other enterprise applications

 

why would someone go for Klips over an RSS reader or similar device?

We are positioning KlipFolio as a dashboard – a personal dashboard for consumers or an digital/business dashboard for enterprise. We are not an RSS reader, and I see our paths moving appart, such that the two products –KlipFolio and an RSS reader– can exist in parallel. Klips are intelligent agents, where the value lies in their ability to inform and alert users of complex data. Klips are very good at allowing personalization of content, and persenting users with alerts to critical data. Of-course Klips can do news feeds, but the differentiation there is less apparent, and in some cases, an RSS reader will do a better job.

 

You seem to have a lot of European users. is that right, and if so, any reason for that?

KlipFolio started to have sucess with a number of key German news outlets – Tagesschau, Heise, Spiegel Online etc … this started back in 2002, when RSS was not quite as hyped as it is today. I believe this gave us significant visibility among other content providers in Germany and Europe, and has led to a very large European userbase, and subsequently a good source of leads and customers. North America was hesitant to try new technologies and as RSS was adopted by more and more content providers in NA, Klips were caught in a difficult differentiation battle. With the features present in 3.0, wer are looking to overcome these challenges in NA.

 

You’ve been doing Klip for a while, and while as you know I’m a fan, it doesn’t seem to have caught on as I might have expected. I don’t see that many Klip buttons on websites. any thoughts on that?

When you compare the visibilty of Klips to RSS, you are quite right – it seems to be taking a back seat. It is important for us to continue to get the Klip buttons out there, as this is a major marketing program for us. Again, it is a question of differentiation, of added value over RSS. 3.0 will be addressing much of this, and we need to aggressively make sure we educate key content providers of the value – a trend we are seeing though is that the major content providers are contacting us not for simple Klip publishing, but more so for the development of branded desktop clients …

 

Related to the last one, where do you see the market for this? it seems to be different fields you’re playing to, from the RSS on a stick audience, to the secure corporate feeds…

Interesting question – our markets are (a) Content Providers (ie: CNET, Kluwer, Penton, Spiegel) for branded versions of KlipFolio (branded KlipFolio, downloadable from their sites, with their Klips bundled), (b) Enterprise (Wells Fargo, Advanded Telcom, Curtiss-Wright, NDR) who license KlipFolio Enterprise as an internal dashboard, and, (c) Application Vendors (Connotate, BizActions) who wish to OEM distribute KlipFolio as their own product, sublicensed to their customers (in other words a channel play). End users are not a market for us – they are a source of leads.

 

Critics might say that because its proprietary software, Klips are a step backwards, locking users and providers into something that’s Old Economy.. any thoughts on that?

It’s not proprietary. Anyone can build and publish Klips. We publish our APIs, and a full SDK free of charge, and with no need to register. We use XML and Javascript. Konfabulator, Apple dashboard, and Macromedia Central (or Adobe now …) are more like Flash (as a mini-application environment). I must say it’s very cool, and I have tried it a number of times, but the inconistency of the interfaces have ultimately gotten in the way. I do think it will attract a number of Content Providers due to it’s brandability.

 

Where do you see this space (Klips, but also RSS, Konfabulator etc) going? Do they at some point move off the desktop?

I see a clear short-term trend where RSS readers are going to be melded into browsers and email-clients. I see them as becoming more capable of rendering html (and soon video, and audio), where their value as an “alerting” tool become less apparent. I also would consider this a very dangerous time to be an RSS reader client company – even for the forerunners, I don’t see competitive advantage, or amongst themselves, competitive differentiation. Longer term, I believe RSS will become an important background technololgy — and enabler — much the same way html is today to the web. RSS will not be a house-hold name among the early majority and on. There will be readers and alerting tools on various platforms and form-factors (and likely powered by xml/rss/whatever), but people won’t be calling it rss.

 

What are the most exciting uses you’ve seen of Klips? How do you use them yourself?

On the consumer front, I find the email watchers (the hotmail, yahoo, gmail and pop3 mail) Klips to be very exciting – they are secure, access complex data and present users with dynamically generated setup options. One the enterprise front, two very interesting ones are a company that is using a Klip to alert their call-center agents of key data from their CRM system, and a bank who uses Klips as part of their work-flow system to increase productivity and review speed. Where the Bank’s internal processes saw documents, policies, forms, and client applications being worked on by many employees and managers, the current work-flow system put the onus of moving forward on the employees and manager’s shoulders and relied on email to notify them when a document was edited, or in need of approval. We improved on this process by working with their work-flow application where each individual user is now alerted to pending documents, policies and applications via KlipFolio – it’s relevant to what the manager or employee is responsible for, and a popup alert ensures they take action, and of-course with a single click from the Klip, they can jump right into the familiar work-flow system.

 

So far there are only a few 3.0 feeds. what else is in the pipeline, feed-wise?

We will be updating all of the email Klips, the stock tracker, eBay monitor Klips and as with Betanews, we are working with a handful of key content providers globally to update their Klips. In general we will be focusing our efforts on more service oriented Klips, and encouraging our community of developers to do the same – part of our efforts to differentiate.

 

How do you make your money from this? And how would you characterise the journey so far? I first wrote about Klips more than 3 years ago, and a lot has happened on the internet since then. Are Klips struggling to keep up with these changes?

The hype of RSS has both helped and distracted our progress. On the one hand, RSS has educated the markets, and generated interest in desktop alerting. On the other, RSS has made our position more difficult to define – educating the market that we are not an RSS reader, but rather an alerting dashboard targeted for commercial purposes. The markets are more conductive – more educated, more financially willing, and more competitively driven. Also, I truly believe that in our space – alerting dashboards – we are positioned as one of the best players.

I’m not sure it’s a matter of keeping up with RSS – we support RSS among other standards. One thing we have found is that real-customer deals are hard to find the closer you get to RSS – it’s a very early adopter marketplace – lots of hype, not much real value or money yet. As we distance ourselves from RSS we find the client conversation is more focused on solving real business needs.

As mentioned in an earlier answer, we target content providers, online retailers and premium content providers as our KlipFolio Branded customers; application vendors, service providers, ISPs as our OEM customers; and corporations as our KlipFolio enterprise customers. We have a solid base of customers in all three areas and (with out venture funding I might add) are profitable.

You are right – lots has happened, but I think the interesting stuff is yet to happen. Same goes for Serence …

 

 

Thanks, Allan.

Backpack Offers Tags

I’m just chatting with Jason Fried of 37Signals, the guys behind Backpack, Ta-da List and Basecamp (which you should check out, if you haven’t already). Jason tells me he has today added tags to Backpack. Here’s a snippet of our conversation (and here’s a movie of it in action):

Jason Fried (37 Signals): Tags are just quick and easy ways for people to categorize their stuff
Jason Fried (37 Signals): I just wrote this FAQ that may help:
Jason Fried (37 Signals): so they’re basically just loose categories without rules
Jason Fried (37 Signals): Kind of… Whatever-comes-to-mind categories
JW: do you imagine your tags mixing it up with delicious and flickr tags?
Jason Fried (37 Signals): we’ll be releasing a Backpack API in about 30 days or so
Jason Fried (37 Signals): at that point people are free to mix whatever they want. I’m excited to see what the world does with all these tags
Jason Fried (37 Signals): we have some ideas on how to integrate Del.icio.us and Flickr into Backpack, but the API will give tens of thousands of people what they need to come up with their own ideas.

That could be interesting. I asked Jason:

JW: (could you just give some examples of how you imagine people might use tags in BP, and how they might mix them with tags from other services?)
Jason Fried (37 Signals): sure.
Jason Fried (37 Signals): take this page, for example
Jason Fried (37 Signals): this is someone using Backpack as a simple CRM-like tool
Jason Fried (37 Signals): keeping track of call notes for someone, for example
Jason Fried (37 Signals): you might tag this page: eNormcom Client “Phone Notes” April
Jason Fried (37 Signals): then, if you click the April tag you’d see all the other pages you made in April
Jason Fried (37 Signals): or if you clicked the “Phone Notes” tag you’d see all the other pages that have phone notes on them
Jason Fried (37 Signals): Or if you click Client you’ll see all the other pages that you’ve tagged as Client
Jason Fried (37 Signals): As far as other services…
Jason Fried (37 Signals): You might make a page in Backpack like
Jason Fried (37 Signals): and you might tag that: eTech Conference 2005
Jason Fried (37 Signals): then you might tag some bookmarks at delicious with the same tags
Jason Fried (37 Signals): articles and links that refer to the eTech conference
Jason Fried (37 Signals): reviews, speakers, etc
Jason Fried (37 Signals): then, perhaps, when you click “eTech” inside Backpack, you’d see your Backpack pages tagged eTech *plus* your Delicious bookmarks tagged as eTech
Jason Fried (37 Signals): and maybe your Flickr photos too that you tagged eTech

Lots of potential, I reckon.