The new buzzword around town is “metaverse.” But what does that actually mean for businesses? Is it just something that social media companies need to be concerned about?
According to people like Apple’s CEO Tim Cook, the metaverse is coming. He stated that “Life without AR will soon be unthinkable.” Whether that’s a short-term or long-off prediction, companies need to be ready.
First comes the understanding of what the metaverse is. Metaverse is a general term – hence why it’s not capitalized like a proper name. The metaverse refers to a collective upgrade of the internet to a 3D virtual environment. This would be a world interconnected between various sites. These sites would reflect the immersive games that you see today.
Did Facebook/Meta invent the metaverse? No.
The idea of connected 3D immersive worlds has been around for decades. Several online gaming companies have staked a territory in the metaverse. But their applications are less interconnected.
What’s one of the best representations of the early metaverse? It’s a short-lived software called Adobe Atmosphere. This 3D immersive experience included interconnected online worlds. It also gave people the ability to chat with others. It was a bit before its time but shows how the concept of the metaverse has been around for a while.
The metaverse is getting attention now because technology has advanced. It has begun to catch up to the needs of such a world. This includes fast internet connections and immense processing power. It also includes a delivery method for 3D that works on most PCs.
Are we there yet? Not quite. But the metaverse is picking up steam. Recently, Microsoft announced a partnership with Meta. This partnership is to bring Microsoft 365 apps into the metaverse. This means collaboration in an entirely new way. Microsoft notes that 50% of Gen Z and millennials expect to do some of their work in the metaverse in the next two years.
How Does the Metaverse Impact Your Company?
With companies like Microsoft looking at the future of AR/VR, it could be a reality soon. You can expect the metaverse to touch your own company in some way in the next few years. Here’s a preview of what it may impact.
Where to Advertise
When the internet was first introduced, companies didn’t immediately realize its potential. Now, most companies wouldn’t consider operating without a website. It’s a necessity for driving leads and converting sales.
If the metaverse takes off as a new 3D iteration of the internet, it could be just as important. This means exploring metaverse-type advertising in virtual worlds. Also, potentially creating your own VR site or showroom.
How to Service Customers
As the popularity of social media took off, companies realized customers used it to reach out. Seventy-nine percent of consumers expect companies to respond to a social media message. And they expect that response within a day.
To address that need, many businesses have a social media presence. They use this for marketing and to answer questions and inquiries from customers.
The metaverse may be the next step. If people begin hanging out there, they will expect to interact with businesses in that space. Just like they do now with social networks.
This means companies need to be aware of how customers may be using the metaverse as it grows. Adding a question about metaverse use to a year-end customer survey could be a way to be proactive on this topic.
One of the touted benefits of the metaverse is its ability to enable more immersive training. This could greatly increase training capabilities for everyone from doctors to forklift operators.
Imagine being able to replicate a task more closely in a virtual world. A person could safely make mistakes there. Then they could grow proficient before doing that thing in real life.
Start thinking about the types of training that your employees need. Then, look at ways that a VR world may make the training safer or more efficient. The metaverse may not have what you’re looking for now. But with the pace of technological advancement, it could in a year or two.
More Immersive Remote Team Collaboration
Virtual meetings skyrocketed out of necessity during the pandemic. Now, meeting by Teams or Zoom is commonplace. The next generation of online team meetings may end up being in a virtual world.
As we noted earlier, Microsoft is already working on bringing its apps into a virtual space. Add a few avatars and an immersive setting. Suddenly, you have a completely different meeting experience.
What’s one more way to enhance remote team collaboration in the metaverse? It has to do with building design and maintenance. Imagine being able to walk through a 3D recreation of a space before it’s built. Then fine-tuning the construction while inside that space.
Is Your Business Ready for the Next Digital Transformation?
What are your digital transformation plans for the next 12 months? The next three years? If you’re not sure where to begin, we can help. Contact us today to schedule a technology brainstorming session.
Just five or six years ago, VoIP was still considered a “different” type of business phone system. One that wasn’t the norm. But the pandemic changed that way of thinking. Now internet-based phone systems aren’t simply the norm. They’re mandatory for business continuity.
During the pandemic, VoIP and video conferencing have skyrocketed by over 210%. This is largely due to the move to remote work and hybrid offices. Sixty-seven percent of surveyed companies say switching to VoIP helps improve call handling.
So, no longer is the business phone system tied to a physical location. This enables fluid management of a business with staff spread out over many locations.
Additionally, VoIP significantly reduces costs for businesses. The technology is much cheaper to use than a traditional landline-based system. Calling plans are also often less expensive, and a company can add new numbers for very little cost.
VoIP has several helpful features for small businesses. But owners are busy and may not have time to have all of them enabled.
What are the best features to drive efficiency, productivity, and positive caller experience?
Here are some of the best features of cloud-based business phone systems to leverage.
In many small companies, the person answering the phone also has a lot of other duties. You can free up that person’s time and give the caller a better experience with an automated attendant.
An auto-attendant acts as a company directory. It will forward calls to the correct department or staff member for you. Record a pleasant greeting and ask the caller a few questions. Such as, “Press or say 1 for sales, 2 for technical support,” etc.
The caller gets the person they need without having to explain why they’re calling twice. Once to the person that answers the phone and once to the person they’re transferred to.
Find Me/Follow Me
What’s the most favorite user feature for VoIP? According to 77% of surveyed employees, it’s the Find Me/Follow Me feature. This includes the ability to use a virtual phone number that is accessible from all devices. Staff can also transfer calls from one device to another with ease.
Whether you are on a PC, in a conference room, or on your smartphone, you can get your calls. This feature reduces friction and allows people to give out a single phone number. Callers can then use that number to reach the person via mobile, home office, or onsite office.
Playing pleasant music while your callers are on hold might seem like a small thing. But it can have a big impact on customer satisfaction and lead generation activities.
We found some eye-opening statistics from a study on hold music versus silence. In the study, researchers kept people on hold for 1 minute. Results showed:
On hold in silence: Over 50% of the callers hung up
On hold with music: Only 13% of the callers hung up
Additionally, 45% of the silent group that did not hang up thought they were on hold for 3-5 minutes. They were on hold for just one minute. While on the music side, 56% of people thought they were on hold for less than one minute.
So, you can see the power of activating that one simple feature of your VoIP system. You may notice happier customers and fewer leads hanging up before they reach anyone.
Voicemail Transcription to Email
When you’re coming out of a meeting, going through a string of voicemails can be frustrating. You have to listen to each one to figure out the people to call back first.
Voicemail to email in VoIP services, provides recorded voicemails emailed to you. This also comes with a transcription of the message. You can quickly glance through the emails and scan the text to rank callbacks. No need to listen to every message first.
Ring groups are an especially helpful feature if you have a small team. It allows a group of numbers to ring simultaneously until one person in the group picks up.
This means that another staff member may be able to assist a caller, rather than them needing to leave a message. Ring groups are great to set up for sales teams, accounting teams, and customer support teams.
Another bonus of VoIP phone systems over analog is that you get real-time call reporting. What are your busiest times when you need more staff? Do you have a problem with calls not getting answered fast enough?
Your call reporting can give you insight into those things and more. Make sure you check out these reports and then automate the ones you like so you’ll see them regularly.
This isn’t a system feature, but it’s important to have. If you sign up for VoIP from a company halfway around the world, you don’t have any local support when you need it.
Having someone that can come to your office is important. They can set up VoIP desk phones and help you optimize ring groups, mobile apps, and more. Your business phone system is one of the most important pieces of technology you have. Make sure you have the local support you need to keep it operating reliably.
Looking for Local VoIP Solutions?
Get expert VoIP services and local support. We’ll integrate your cloud-based phone system with your entire technology environment. Contact us today for a free consultation.
Data entry can be a real drag for salespeople. The time they spend on administrative tasks is time away from customer interactions. But that data is vital.
It’s important to capture customer orders, quotes, needs, and more. Lead and sales reporting help sales managers know where to direct their attention. Analytics also help drive more efficient ways of closing the deal.
Microsoft has taken up the mantle of this challenge. It is about to launch a new digital experience for sales teams. Microsoft Viva Sales is part of the “Viva” line of applications. These include things like Viva Insights for improved staff wellbeing. As well as Viva Learning for staff development.
The Viva apps natively integrate with MS Teams and the Microsoft 365 ecosystem. They include automation designed to eliminate boring tasks and enable more work engagement.
Viva Sales is a “CRM helper” application. We’ll go through some of the most asked questions about the app, its features, and when you can get it.
What Is Microsoft Viva Sales?
Viva Sales is an application that will provide sales and lead insights. These insights populate throughout Office 365 and Microsoft Teams. The focus of the app is to cut unnecessary manual entry to give sellers more time to sell.
How Does Viva Sales Work? Is It a CRM?
Viva Sales is NOT going to replace your normal CRM platform. Instead, it connects to your CRM and other sales-related apps. It leverages the data from these connections. This makes it easier for salespeople to get the prospect data they need to enable their work.
Salespeople spend approximately 34% of their time on administrative tasks.
Viva Sales Basics
Some of the core advantages of Viva Sales are:
Eliminate Forms: Data entry for sales professionals is greatly reduced. This frees them up for more customer relationship building.
Powerful Data Leveraging: Viva Sales connects to several platforms. This includes non-Microsoft programs and CRMs. The integration allows salespeople to cross-reference data points and gain valuable insights.
AI-Driven Help: Salespeople will get prompts that are AI-driven. These suggestions and reminders help them along in the sales process with a lead.
Microsoft Viva Sales provides sales-specific insights throughout the various M365 applications. Salespeople natively see important customer details, wherever they are. Including in their Outlook Calendar or when in their Microsoft or non-Microsoft CRM.
Viva Sales Features
Tag to Capture Sales Interactions
Tagging is also known as using someone’s “@name” to get their attention. Tagging is a popular software integration used throughout many cloud-based apps. It’s also used within Microsoft 365.
Salespeople can use the familiar tagging function. They can use it to capture data from another M365 application for a prospect or customer. This includes adding someone to a list of customers by using a tag for their Viva Sales name. The system will capture the contextual information on the lead or customer.
Viva Sales makes it easier than ever to collaborate with your team on a sales prospect or customer. You don’t have to chase down information to copy/paste into a message. Use that tagging function to populate lead information from Viva Sales in seconds.
You can also easily edit or open a lead/customer record. No need to look for and open another app. The process gets you where you need to go in as few clicks as possible.
Call Summaries & Integrated Data
One thing that customers and salespeople hate is a lack of understanding. For example, when a salesperson doesn’t know about a recent customer interaction.
This can happen when company communication systems store data from different sources separately. Such as phone call messages being in one place and a customer’s website chat session being in another.
Viva Sales brings all that customer engagement data together into a single view. This allows the salesperson to see call summaries and capture call action items.
Download & Customize
Salespeople that prefer an Excel view of their contact list can get this from Viva Sales. Download lead and customer lists. Customize the application per the organization’s needs.
When Will Viva Sales Be Available?
Microsoft has announced that Viva Sales will be “coming in Q4 2022.” There is no exact date for the launch yet, but you can be sure that we will keep an eye on this!