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Tag: Stephen Lynn

IHRIM 2011 Recap

May 26, 2011 I attended my first IHRIM conference last week in Washington D.C. I was quite impressed by the attendees and their thirst for knowledge: from the various sessions, through networking, and by the various technology solutions being showcased by the vendors in the Expo hall. Dovetail also exhibited at the conference and we were very busy at our booth, often times people were waiting for assistance or the chance to see a demo of our product. It was great to see that attendees were interested in learning how a HR Help Desk solution could help their organization.   I walked the Exhibit Hall a number of times and met a number of the CEOs I had previously talked to, but never met, including Lois Melbourne of Aquire, Jason Averbook of Knowledge Infusion, and Shafiq Lokhandwala of NuView Systems. Unfortunately, each of…

Dovetail is Exhibiting at IHRIM May 15-18 in Washington D.C.

May 5, 2011 Dovetail Software will be exhibiting at the upcoming IHRIM Conference May 15-18, 2011 in Washington D.C. We will be at Booth #230 at the expo hall. Here's the link if you want to learn more about the Conference. At the expo we will be showing Dovetail Support Suite for HR, our web-based support software that enhances your existing HRMS to help you interact with employees simply and effectively, improving productivity with fewer resources, lowering your costs. The suite includes a comprehensive, customizable HR Help Desk, integrated Knowledge Management, Self Service and Analytics. Here’s a screen shot of our Console:   Besides learning about how Dovetail can improve your HR Service Delivery, you can register to win an iPad2 that we will be giving away to one lucky attendee who registers at our booth.     So come visit us at…

Dovetail Software to Appear on HRchitect Happy Hour WebMingle

April 14, 2011 Dovetail Software will be appearing on HRchitect’s HR Technology Happy Hour WebMingle live on Thursday, May 5, 2011 from 2:00 PM – 3:00 PM Central Time. Dovetail Support Suite Product Manager, Russ Resslhuber, and myself will be the featured guests. I think listeners will enjoy our outsiders perspective on the HR industry. We have tons of knowledge and experience in Service & Support, and have some interesting observations to share with the audience.We’ll be taking live questions, so if you’d like to dial-in to ask a question, the phone number is (646) 595-2360. Conversely, if you prefer to email in a question for the show, just send it to tappleby@HRchitect.com with Dovetail Software and “Happy Hour WebMingle” in the subject line. To listen to the show live, just click on this link.. You can also ask questions via Twitter by…

Employees are Customers Too!

April 12, 2011 Frequently, we hear from the CEO that ensuring a positive Customer Experience is one of their most important goals. We read about it on their websites, in letters to their shareholders, and in their policies. Roger Shaeshaft, the CEO of Dairy Queen, wrote to his employees and started the letter with, “As team members, we’re all aware of the importance of superior customer service.” On his company’s website, Charlie Lathrop, the CEO of CompuPay, wrote a Letter from the CEO. I would say half of the letter was devoted to the positive impact superior customer service has had on his business, and how it allowed CompuPay to differentiate themselves against others. Charlie said, “In addition to our superior customer service, we provide flexible payroll solutions for employees.”   On many levels this is smart business. It is well documented that…

HR and Customer Service – Lacking the Love?

November 11, 2010 For years now, Company executives have said that providing superior customer service is critical to their organization and that they were focused on providing just that. But to the people running customer service and the agents responsible for taking care of those customers, they often see this edict as hollow words as customer service is looked at as a cost center, a group asked to do more with less resources. HR executives might feel the same way. What do the same Company executives say about their employees? That people are the most important asset of the company, and you better treat them right if you want a successful company. Yet, ask that HR executive whether they have enough resources, or the right technology to ensure they are taking care of their employees, and they too, like the customer service department,…

Impact of Pricing on the Purchase Decision

October 21, 2010 We here at Dovetail have debated the impact of pricing on the decision making process for years. Recently, due to the current recession, some customers have deferred any decisions awaiting better times. Denis Pombriant addressed the impact of pricing on the purchase decision in a recent blog post titled The Subscription Economy. In it, he suggests that companies whose products aren’t being purchased might not be meeting the biggest feature need of the prospect – payment terms. He goes on to say that during these tough economic times, “finding creative ways to finance a buy may make all the difference.” Budgetary constraints have certainly contributed to the popularity of on-demand pricing models, or pay as you go. But many companies, while looking for ways to reduce their up-front investment, aren’t ready to move their data outside of their four walls.…

Social Media Policies – What’s a Company To Do?

October 20, 2010 By now, we all know that social media usage is exploding, no matter how you measure it. Traffic on social media sites is growing by triple digits and the amount of time people are spending on social media sites has grown by 82% according to Nielsen. For more stats, here's just one site that gives you an idea of the exploding growth. This exploding growth isn’t just happening outside of the workplace. A recent blog post from Forbes cited a new study from Trend Micro that shows a large increase in the usage of social networks while in the office and on the clock. The increased usage of social media in the workplace has put companies in a quandary – many don’t have a social media policy or if they do, they aren’t doing a good job of monitoring compliance.…

Great vs Bad Customer Service, and Technology Could Help

October 13, 2010 I have written a number of times about how good technology doesn’t ensure good customer service. If companies don’t put into place good policies or give their employees the ability to solve customer problems, technology can’t overcome that. Well, it can also be true that technology can “help” ensure good customer service. I say help because it doesn’t guarantee it, it just increases the likelihood of success. I think many of us have had experiences where we are talking to customer service or technical support, and it turns out that the agent doesn’t have all the information he/she needs to assist you. They either have to transfer you to a different department or put you on hold for a long time while they try to track down the information from a different department. I have experienced this not once, but…

We Provide Superior Customer Service! So What, Don’t All Vendors Say That?

August 20, 2010 We are in the process of re-designing our website. One of the great qualities of our company we wanted to highlight in our new website is our commitment to our customers, and how we truly do provide Superior Customer Service. It has been our highest priority since the inception of the company. We understand how the customer service process works and we incorporate this knowledge and experience into our own software, process, and structure when supporting our customers. In a recent independent survey of our customer base, 100% of the respondents described themselves as: Dovetail Software "champions" Likely to recommend us to others Likely to repurchase Very satisfied with the product and the company So we are proud of our Customer Service. But here’s our dilemma. Check out the other software vendors. Probably every one of them says they provide…

Great vs Bad Customer Service, and Technology had Nothing to do with It

August 4, 2010 This past week I experienced both a great customer service experience and a poor customer service experience. As I stopped to think about both of these, something hit me; the experiences had nothing to do with the technology used by either company. We read everywhere about how important Social CRM is going to be to providing good customer service, but in reality, Social CRM will be only as good as the company’s policy with dealing with customers is. Let me elaborate. Two recent blog posts start down the path to making my point, but don’t completely get there. First, in his blog post, Let's Call a Spade a Spade, Esteban Kolsky speaks towards the distinction between Social Media and Social CRM. In his post, he points out that: “Social Media is about tools and tactics, you can never set a…