Posts tagged: video

Blame it on consumers

By , October 5, 2012 12:05 pm

How Vietnamese web service providers can win me back

By , November 22, 2007 8:13 pm

Overall

Why would I want to use a Vietnamese web service

  1. Connection speed, especially for video streaming
  2. Local opportunities

What would drive me away

  1. Security, including revelation of my account information and spam
  2. Careless design
  3. Immature communities

Networking

Professional Networking

I’m favoring CyVee because opportunities are real and more closely intact.

LinkedIn is terrific, but opportunities might come at a lower pace.

Social Networking

I’m currently very happy with Facebook.

If faceViet or yobanbe want to get me, they have to provide

  1. Professional theme
  2. English interface
  3. Strong personalization options.

Social News

It’s a pity I prefer utilizing my RSS Reader over social news sites such as Digg. Therefore, no remark just yet.

However, the news sharing platform of CyVee looks nice and could be very useful in promoting company brand like the way Tim of TRG is doing.

Additionally, if Vietnamese service provider can create something like StumbleUpon, it would make a hit and I’ll definitely consider.

Photos Networking

Picasa has everything I need: 1Gb free account, folders, tagging and an uploader.

Is there a local site focusing on photos networking?

Music Networking

I’m enjoying sharing music on imeem. I am more into English songs. I like new age, hard rock and symphony and I’m not sure whether nhacso, Zing mp3 are rich of such genres.

Video Networking

Youtube is absolutely wonderful. I am amazed by its fast connection speed and stability.

Therefore, I don’t have the plan to move to Clip.vn just yet.

Mobile Networking

Has any Vietnamese vendor invest in this area?

Blogging

I am maintaining my different blogs on self-hosted WordPress, Yahoo! 360 and Windows Live Spaces.

If local blogging providers such as ngoisaoblog, blog.com.vn want to attract me, they would have to ensure:

  1. High SEO compatibility
  2. High security, including spam protection and splog tracking
  3. Backup options and standard-compliant import/export functionalities
  4. Permalinks

Instant Messaging

My clients in the US are using MSN Messenger. Most of my friends are using Yahoo! Messenger. For conference, Skype is just wonderful.

I don’t feel the urge of switching to Zing chat.

Email

Apart from professional emails on my domain, I use a Gmail account to access Google services and a Yahoo! email to make it easier for my friends.

Any company is investing in providing free email service in Vietnam?

Portal

I use my portal for work purpose and netvibes is still number one.

Zing looks very nice, but I’d rather having something customizable.

e-Commerce

I’m not having a real need of C2C e-Commerce, so no comment on this.

Map

A vote for diadiem, simply because I need to find ways in my local areas.

Entertainment

I’d rather go out playing sports than wandering online, so good luck socvui, hihihehe and so on

Conclusion

In conclusion, the 2 local web services that I utilize are CyVee and diadiem

CyVee give me real local opportunities and diadiem is definitely more useful than its Google counterpart.

For others, if they can bring me real values I’m seeking…

Contemporary History of Self-Expression on the Net

By , October 30, 2007 2:03 am

Evolution of self-expression on the net

Source: Problogger, Why Twitter Isn’t a Waste of Time

Facebook vs Orkut vs Yahoo! Mash vs MySpace, and some other Social Networking sites

By , October 29, 2007 11:08 pm

Social Network Sites

Facebook

Facebook logo

73.5 million users and growing fastest

What I like about it

  1. Mini-Feed is useful in seeing a quick snapshot on the latest happenings within your network without going to several sites to check.
  2. The ability to supply how you know a person.
  3. Nice applications. Approximately 10% of Facebook applications I’ve tried are interesting and useful while others are not as good.

I think these can be improved

  1. Fixed 600 width and non-resizable
  2. Non-customizable design
  3. No blogging functionality
  4. Tight security: profile only viewable by friends. How do you determine if a profile is your friend or not just by looking at the screen name which can be different from the real name?
  5. One account can only join no more than 200 groups. Unlimited is preferred.

Orkut

Glossy Orkut logo

24.6 million users

What I like about it

  1. Simple design, Google philosophy after all
  2. Extensible width
  3. Ad-free

I think these can be improved

  1. Name. Honestly speaking, the Turkish name “Orkut” is very unfamiliar. Just a remark, as the brand name is not supposed to change
  2. Very few, if any, extensions

Yahoo! Mash

Yahoo! Mash Logo

What I like about it

  1. Wider width
  2. Larger font
  3. Allows profiles to be updated by friends
  4. Mini-feed is also supplied

I think these can be improved

  1. Check boxes to select friends to add should be provided
  2. More group levels
  3. Informal language. I am especially not easy with the word “fugly”
  4. Profile with non-removable fields such as “What’s most likely playing on my iPod”… Excuse me, can I NOT have an iPod?

MySpace

MySpace logo

107 million users. The currently largest site

What I like about it

  1. Integrated all-in-one solution that includes social networking, blogging, mail, favorites, forum, movies, events, media

I think these can be improved

  1. Inconsistent design
  2. Music landing page
  3. Spam, including spam invitations, protection
  4. Tons of ads

Other notable networking sites

Name Focus Number of users (in million) Comments
Windows Live Spaces Blogging 120 Really eye-catching glossy design. Powerful blogging support. Try new Microsoft experience!
hi5 General 50 An issue: the letter ’5′ creates this word “hị” in Vietnamese. hi5 is still nice anyway
bebo Schools & alumni 34 Nice and neat
friendster General 50 Friendster is getting old. It needs more innovation.
imeem Media: Music, Video 16 Possibly the best media site currently. Nice design and convenient upload process. Support tagging
LinkedIn Business 15 Very professional for business networking purpose
Last.fm Music 15 Attractive design, especially the logo. However, radio alone is not that fascinating. They could use more of music sharing
Xanga Blogging 40 The ad on top is a huge barrier to this site’s design. Usability is a little messy

Read more

Wikipedia, List of social networking websites

Mashable, Facebook Hammers MySpace on Almost All Key Features

Techcrunch, Facebook platform

American Class Divisions

Nerdlifestyle, Media restrictions

My choice

Facebook to keep in touch with international friends and English-speaking communities

Yahoo! Mash. Many young Vietnamese users rely on Yahoo! services

Tai Tran on iMeem for socially musical networking

How about you?

Share your experience here…

Which site do you like best? What you wish your site had offered?

5 steps to Make Profits from your Customer Supports

By , September 29, 2007 4:23 am

Abstract

This article gives a guide on how to make profits from an enterprise’s Customer Supports function. Two advanced business opportunities are discussed. It also describes the impact of technology, process and strategy in the business renovation.

Customer Support: From the traditionally cost sector…

Customer Support function has long been considered a cost to business, as it rarely brings more values.

Well, is it the case? If it is accused to not bring values, is it possible that they did not attempt to get value from it?

…To getting golds back from the star-fruits quezacotl

Quezacotl

“Vietnamese folklore goes that once upon a time, a man was very annoyed by a strange large bird eating the star-fruits in his garden. He tried to trap the creature and when he succeeded, the bird offered to carry him to a gold island to be released. The man became prosperous with the gold he picked from the isle after then.”

You can get a high Return on your Investment into Customer Support.

Many entrepreneurs know that good customer support is what makes customer happy and thus more willing to buy more and/or spread the good words. Customer Support has been recognized as a PR tool rather than.

Customer Support can be exploited to:

  • Increase customer satisfaction
  • Develop customer loyalty
  • Make the current customers spread the good word: the famous word-of-mouth marketing technique
  • Build a community of customers
  • Enhance the brand of the enterprise

Now, let’s push it further than that.

(1) Customer Support to increase employee satisfaction

Employee satisfaction is an intangible value of any enterprise. In real life, business development and employee growth is generally mutual exclusive. A way to solve the dilemma will be discussed.

(2) Customer Support as competing Strategy

Becoming the first in the industry requires good Strategies. Maintaining the position requires better Strategies. With the rapid flourishment of the knowledge economy, technology has come in place to revolutionize strategic planning. More on strategies coming next…

How? The five steps

1. Just read

Before actually doing it, it’s advisable that you explore what need done in order to achieve your goal. This article’s got it all for you from a very high level view.

2. Automate it

Employees who do the Customer Supports are agents with specific customer management and troubleshooting skills.

Agents’ tasks are repetitive and require a high level of concentration and accuracy. On the other side, managers want to be updated periodically and recurrently without having to micro-manage. This can put a lot of pressure both employees and team leaders.

Ultimately, now that we are setting the business objective very high (remember all the items covered above?), it would be next to chaos if all things are done manually.

The work must be automated. It is then agents are provided with tools to complete their works, checklists so as not to miss any item and instant support when they need it. Managers receive reports, statistics and figures to analyze and make decisions. Furthermore, automation saves man-hours so the firm may concentrate on developing the most talented workers. Eventually, automation frees all levels from tedious and repetitive works to spend more time on thinking how to improve the process.

A system should be in place to do the harder works so that people can work smarter.

3. Establish a process to support it

For any system or workflow to work properly, the process must be modified to support it.

Process has to be defined so as to gradually switching from paper works to entering and obtaining information from the systems installed.

Re-defining the process is the next investment an enterprise has to spend. However, the Return on Investment shall be well worth it. With automation in place, costs of some processes themselves will be cut down significantly.

For example, it used to take at least 15 minutes to search for a file of a customer in a heap of documents. Now it takes maximum 15 seconds to get all information of that customer by searching in database. That makes it 32 times faster!

So far, Statement (2) has been explained.

Strategy - Process - Integrated Systems

4. Mean to really support it

When the system and the process has been in place is the time for training and changing the habit of users. Training effectively has been difficult enough, making a change is even more.

It requires high commitment and strong confidence from Board of Management to request, encourage and motivate employees into the new environment.

Eventually, only if the change is seen as the key strategy to compete will all of its potentials be unlocked. Nothing is more powerful than union between all attending parties, strategies, processes and the product.

5. Let the whole world know

Just what are you waiting for? Let the whole world know
that you’re different,
that you have leaped ahead of all your competitors,
that your customers will be served the best way possible.

Life Business prospect has never been as bright.

Case Study

Suppose you’re the owner of an electronics retailing chain.

You may want to know the level of satisfaction of your customer. You will conduct a survey using Customer Relationship Management System (CRM). Since most of your market segments use the Internet regularly, it is easier to release the survey in electronic format.

To ensure that the survey is done correctly, you may want to arrange your agents to help/guide your (potential) customers through the survey. How do you know if your agents are doing well? Start the Quality Monitoring (QM) System. It will track the interaction between you agents and customers, be the media text chats, audio or video. After saving the interaction, you can always review and remark the performance of any specific agents.

Oh! Some agents are not doing as well as you expected. What will you do? It’s suggested that you review their skill set and portfolio in the Human Resource Management System (HRMS) to make judgment on how to grow them to the required level.

After obtaining the information on the agents, you may want to send them to Training. Today, training doesn’t have to be formal classes with costly instructors from outside. For your information, thousands – I mean hundreds of thousands – training courses, from business to technical, from soft skills to customer management, have been packaged in the form of e-Learning, delivered to your PC, and always ready to launch.

After the training, expect “Wow!” expressions from your beloved customers!

Now that your employees receive adequate feedback of their performance and personalized training addressing their gaps. Their productivity and loyalty will increase proportionally. Happier agents, happier customers too. By the way, has this solved the problem (1) listed above?

The whole process covered above should always be put under supervision. Thank goodness, software can do the micro-tracking for you. With information collected, it is time for Information Analytics power to shine. You can ‘teach’ the software to ‘know’ your Key Performance Indicators (KPI) and it will compare the actual performance against your goals to produce conclusion, warnings and predictions.

At the very end of the process, Reports only need to be generated for You to know everything you want, with as few key hits as you want.

CRM - Quality Monitoring - Workforce Management - HRM - e-Learning - KPI Scorecards

Notes

Please note that while I described this scenario for Customer Support only, similar approach can be used on a wide range of business functions: sales to production management, delivery to marketing. Software can be much more powerful if you know how to exploit them.

The case above involves several systems/modules. Theoretically, CRM and HRM systems are typical of Enterprise Resource Planning (ERP) Systems; Quality Monitoring, Training, KPI are typical of Workforce Optimization Systems.

Conclusion

It can be concluded that from my analysis, Customer Support should no longer be considered a cost. Instead, it brings more opportunities if it is used the right way, is supported with functional systems and appropriate processes and is lead by a clear strategy.

Acknowledgment

with special thanks to:

Gideon Schipper, Business Analyst Manager, First Consulting Group Vietnam

Minh Nguyen, Business Analyst, First Consulting Group Vietnam

Phuc Nguyen, ASEAN System Manager, Procter & Gamble

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