December 2020 - RSI Concepts - Top IT Solution Provider Company in Dubai, UAE

December 29, 2020

5 Changes in your Website that can generate more Business

No matter what type or size of business you have, if you are operating in Dubai, UAE, you must have a website. In UAE almost 95% of the population have access to the internet, smartphones are very common, and this trend leads to a huge change in the customer’s expectations in Dubai, UAE. Now, in case of a physical branch or outlet or shop you can easily measure the number of customers and find out why they haven’t done a purchase, but in case of the website you might be able to get the exact number of people visiting it but it is very hard to understand why they are not making any purchases or why your prospects are not converting into leads? This is why you should always acquire a professional web design company in Dubai, UAE as RSI Concepts. Even if you are acquiring a professional web development service, you still have to be able to understand the major factors and changes that can improve your website’s user experience.

See More: Best Business Startup website ideas in Dubai

Study User Behavior Metrics and Plan a Strategy

Before you start revamping your website you should do a thorough study of user behaviour metrics and perform an online conversion audit. For that, you only require user statistical data. We can easily extract the required data from the free SEO tools such as Google Analytics and Search Console. These tools can help you understand your user’s behaviour and their preferences on your full website along with segmented data for the homepage, product pages, services pages, and other pages. You can easily download that data for your analysis and can easily identify which pages are doing well and which aren’t. This will not only help you identify the popular content of your website but it will also help you identify which of your strategy and design is performing well than the other. You can set up new goals and marketing strategies to revamp your website accordingly.

Here are the 5 major changes in your website that can generate you more business and leads:

1. Simplicity is always Appreciated

Simplicity in the web designs is always appreciated by the audiences in general. Everyone likes a simpler design which can provide them instant access to the information they are searching for. Over-designed web pages always confuse the visitors and make the navigation complex, which leads to a poor user experience and less conversion. Your website is 100% similar to a physical outlet yet more powerful, how would you feel if someone visits your branch or business and you failed to provide them with the service or product even if you still have it? Not a good feeling, you should also focus on your website in the same way, if people are visiting it but are not converting you should seriously think where are you lagging and what can be improved. Although the website visitors and their conversion rates are different than a physical branch or outlet, still it could work in the same way and is capable to target huge audiences without any area or boundary limits.

2. Add Multimedia and Graphical Content

We being a leading web design consultant and developer in Dubai, UAE always stresses the importance of multimedia, videos, animations, and graphical effects to our customers. These days’ people tend to interact better with multimedia content rather than long stories and textual contents. It is also human nature that we perceive and absorb information better from the multimedia content rather than the textual content. The science also suggests that textual content triggers the imaginative part of our brain which could also sometimes lead to confusion especially when the content is not prepared by professionals.So, having relevant, short and precise videos or animations could help you a lot.

3. Evaluate and Transform the Customer Journey and User Experience

Evaluation and transformation of the customer journey and the user experience should be your top priority whenever you are revamping your web design. Although this may sound difficult it is way too easier and simpler than what it looks like. Here is a few points that will help you build up a strategy for your users’ experience and customer journey:

Think from the customer’s or visitor’s perspective.
What information they might be seeking if they end up on one of your services’ or products’ page?
What information could potentially influence their decision to convert or purchase?
What features or advantages distinguished you from other product or service provider in Dubai, UAE?
How this purchase or decision could impact on the customer’s or visitor’s life?
What additional benefits they will get other than this particular service or product if they sign-up with you or make a purchase from you?

If you write down these questions and then answer them by yourself and also ask for other relevant people to opine on it, then you could easily get a clear picture of what sales pitch you should use or what you shouldn’t highlight in the web design. This will also later lay down the bases of your web design to support highlighting the valuable information and content.

You should involve the salespersons or the customer service representatives in these discussions and ask them for their advice and suggestions. If you could manage to conduct surveys to your existing customers that will be a great help. These activities will not only help you understand the specific product or service but will also provide you with more valuable data in form of suggestions and maybe complaints too. Later you can utilize this data to plan your web design revamping strategy.

4. Enhance your Brand Identity and Build Trust

What is the brand identity? Well, that is not as that complicated to understand. Your brand identity if the collective general point of view of your brand among the masses, both your customer and non-customer audiences. Your brand identity is your overall reputation. In modern times, in Dubai, UAE your entire brand identity relies on social signals and online reputation. As the general population here spent a lot of time in online surfing and it is a general trend to seek for something online before making an actual decision. This makes your website the backbone of all your online activities.

Here are some key points that can help you enhance your brand identity and building trust among your targeted audience and your existing customers:

Client Testimonials

Having a dedicated section of client’s testimonies, online reviews or rating and feedback helps a lot. People tend to stay more than 20% of their visit duration at the client testimonials section. No matter where you put them, people read them. This could influence their decision a lot.

Client and Business Partners

Having popular brands and big names in your business partners or customers lists at the homepage could be a great influence on the decision making of any prospect. If a prospect or visitor saw their competitor or a brand which they follow or are already partner with they tend to rate you higher than your other competitors.

Portfolio Page

Having a dedicated portfolio page will help the visitors to explore your previous clients and partners. This also builds an impression of your brand as a successful brand, and success attracts everyone. The prospects will build an impression in their mind that if you have successfully delivered to that many organizations or such big organizations then you will be capable of meeting their needs too.

Dedicated Product/Service Pages

Having dedicated sections associated to specific products and services is always helpful, this not only provides additional information to your customers but it also helps you presenting more information with more sales pitches and more chance to convert a prospect into a lead.

Responsive Web Designs

If you have an online marketing or digital marketing strategy in place and you don’t have a responsive website, then I don’t know how could you have survived this far! A responsive web design is a website that automatically fits its layout as per the device or screen it is opened from. Back in ‘ancient times’ there were two websites, one for the desktop or laptop preview and one for the mobile preview the mobile websites were like m.yourdomain.com. Now everyone has a responsive website. As the smartphones are growing smarter and larger there are hundreds and thousands of different smartphone models available with the different operating system, different web browser, and different screen sizes. A responsive website could adjust itself on almost all of them effectively without distorting the layout. It is very important to have the same customer journey on the mobile phone as well.

If you do not have a responsive website, and your prospects and customers are opening them from their mobile devices such as Apple iPhone, iPad or Android Phone or Samsung phone or tablet, then they will immediately get a bad impression as they won’t be able to navigate through the website easily. This results in a lack of trust for the brand.

5. Create Content for the Targeted Audience

Content is always a very important factor in your online conversion rate. The content should be relevant, precise, capable of providing information and adding value, descriptive, short, and in easy-to-understand language. You should know which audience or market you are targeting, let say you want to target UAE market, then your content should be in-line with the UAE market trends, culture and also the popular languages, such as for UAE, English and Arabic are the best choice. If you are targeting only a minority, let say you are selling Indian Food Stuff, then you should translate your website in Hindi as well. These minor things will build an excellent impression of your brand. The visitors will think that you care for them and you are doing efforts to facilitate them. This will also lead to an increase in sales.

Language is not the only thing, your textual content itself should be in-line with the design elements, and your conversion route. Try to put all important products/services on the homepage. For the internal pages, it is always better to discuss one subject at a time. Here are certain points that you should consider while preparing the content for your website:

Prepare the content before the design
Your content should support your goals and targets
The content should be, short, precise, appealing, easy-to-understand, less technical (unless required), in-line with the design elements
Use taglines and different sales pitches for different services/products
Highlight important content
Use multimedia content, such as photos, images, graphics, videos, animations, 3D
Prepare a simpler information navigation structure
Optimize the content for responsive design and smartphone or mobile devices too

If you keep these points in mind while preparing the content for your website, it will not only improve your conversion rate but it will also help you build a good brand reputation.

Conclusion

Before you revamp your web design, it is important that you evaluate your existing website in detail. Revamping could make or break your brand image online which will directly impact your overall brand identity and business. In the above guide, we have listed a few very important points to consider when you are revamping your website. Dubai, UAE is a multicultural hub, with very high standards and quality demand. Make sure you are providing the same in each and every interaction with your customer and prospects. The website could play a major role in your online strategy which will help your business to grow and explore the unexplored market. Your web design will provide you with a competitive edge which could distinguish you from your other competitors. Take this project very seriously and it is always wise to acquire a professional web design agency in Dubai, UAE such as RSI Concepts. If you are planning to revamp your website or need our help just to evaluate your existing website and marketing strategy please feel free to reach us out through our Contact US page or leave a comment below and we will get back to you.

Check this out: How to choose the best web design company in Dubai?

December 27, 2020

How to choose the best web design company in Dubai?

We always try to educate our clients and stress the importance of their website in the modern world. As digitalization is taking over very rapidly in Dubai, UAE and trends have been changing, the online domain becomes much more important than ever before. No matter what industry you belong to or what type of products or services you are selling, if you want to build your unique brand identity and a good reputation, then your online strategy is necessary and your website happens to be the centre of gravity for your online strategies. You might be spending extra on your social media platforms, maybe hired dedicated teams to handle your social media and other online strategies and advertisements, eventually, everyone will end up on your website, and this is where it could either make you all efforts to pay off or wasted.

That is why when it comes to develop a completely new website or revamping of your old website you would have to acquire a professional web design company in Dubai, UAE. But since there are hundreds of web design and development agencies operating in Dubai and other parts of UAE, then how could you make it sure that you are selecting the best web design company? In this guide, we will discuss a few basic factors with which you can easily evaluate by yourself to determine if a web design company is suitable for your needs or not.

Here are the basic factors and different stages of evaluating a web design and development company in Dubai, UAE:

0. Define your goals and objectives first

Before we step into the list of the important factors to choose the best web design company in Dubai, we also want to discuss one very important point which is to ‘define your goals and objectives first’. As your website is an integral part of your broader online marketing strategy, so you must have to define your goals and objective for your marketing campaign and the website itself. Once you are set with a clear goal of your marketing campaign then start thinking about the website that can support these goals.

1. Prepare a list of the web design companies that you would like to work with

You should prepare a list of the companies that you want to work with. As you are seeking a web design agency in Dubai, UAE. So, start with evaluating the websites of the web design agencies, as they are selling the same thing so they should have displayed a remarkable design with extremely well user experience for their website visitors.

Here are a few steps to shortlist web design agencies in Dubai, UAE:

First, evaluate their website in terms of design and functionalities
Then look up for their portfolio and work samples
Check their social media and online profiles
Explore further to try to find online reviews about the selected web design companies
Ask your colleagues and friends to suggest you a web design agency in Dubai with which they have previously worked and had a good experience
Don’t rely on the directory listing and third party ratings, it could be misleading or confusing

Once you shortlisted some web design agencies, let say, 8 companies that you have shortlisted from the above steps and online searches from Google or Social Media, etc. The next step is to contact them one by one.

2. Contact the shortlisted web design agencies

Contacting the shortlisted web design agencies is the first step into your deal with them. You can usually find contact numbers, address and the email ID on their website most likely in the header/footer and obviously at their Contact Us page. The best approach is to leave a ‘call back request’ or fill in the ‘contact form’ or ‘request a quote’ form. Here are some points to be noted:

How much time do they take to respond?
What kind of email they have sent you in response?
If they have sent you a very lengthy email with multiple discount offers or attractive packages, etc then ignore them.
If they take too long to respond, then ignore them too, either they might be very busy, or else they have a lazy team, which could later cause you difficulties in project execution and support.

Usually, companies set auto-responder which you receive within a few minutes, then some salesperson or technical consultant or business analysts approaches you, try to evaluate how they have had approached you? try to evaluate the person:

What questions did they ask you?
How technically sound do they look?
Did they ask the right questions to gather relevant information to understand your requirements or just an ordinary sales pitch?
How confident they were in answer to your queries?

And stuff like that. If at this point you feel okay, then set up a meeting and do a proper requirement gathering session.

3. Set up a requirement gathering meeting

The requirement gathering meeting should be thorough and detailed. Prepare some questions beforehand and include them in the discussion. Try to evaluate the team who came for the meeting:

How technically sound they are?
What kind of questions they have asked you?
Did they provide satisfactory answers to your questions?
Don’t go in technical details but keep it to the objectives and your expectations from the web design.
Evaluate their suggestions that how convincing and relevant those suggestion were? Could you further improve your website with their suggestions or not?
If the web design agency only takes down your requirements and do not suggest anything from them, then ask them for their suggestions and ideas, and evaluate them too.

If you felt satisfied with them then move to the next step.

4. Request for Proposal and maybe a Presentation

Once the requirements are conveyed and clear project scope has been defined, then let the technical/IT teams from both sides agree on the technical details. Usually, this can be done through emails or a few short conference calls between the two teams. This doesn’t take much time. Once this process is done, then request a final proposal from the web design agency. They might share it in email, but ask them for a meeting to discuss everything face-to-face. This will not only expedite the process but will also help you make a quick decision. If the website development company request for a presentation then let them do that, you might get more valuable information.

5. Request the Web Design Agency to provide you Sample Work and a few Clients

By this time your list has already been reduced. You might be left with only three or four web design companies to choose from. So, request them to share their sample work with you, and also a list of a few recent clients. Contact their clients and asked them about their experience with the agency. This will significantly help you in getting a neutral opinion about the vendor.

6. Evaluate the Contract Thoroughly!

Evaluate the contract and their terms and conditions thoroughly. See if their terms and conditions are only to protect their interests or are set up on neutral grounds as per the industry standards. You are the client, they must have to abide with your terms and conditions. But of course, your terms and conditions shouldn’t be so tough and one-sided. Agree on payment terms and deadlines.

Read Also: Website for Branding

7. Support, Maintenance Contracts and SLAs

This is a bit tricky part and we being a leading web design company in Dubai, UAE often noticed that the customers don’t usually pay much attention to this part. Your website is not just a product which you buy or request a custom-built for you and wait until the warranty gets expired. But in the modern market in Dubai, UAE and all across the world the websites have become more like a service. Which requires a reliable vendor or partner who can assist and support you with your regular needs of updates, upgrades and changes in the website. Request them for the Annual Maintenance Contract (AMC) and their after-sale support policy.

SLA is a service level agreement. It is an agreement that defines the terms and conditions of any IT service’s service delivery mechanisms. Whenever you are building a website, you need to host it somewhere, either you can host it in your local data centre, which obviously will increase you’re internal IT cost. So, the best approach is always to host your website on third-party hosting or cloud hosting. Whenever you are hosting on such platforms they provide you an estimated downtime and service recovery time in case of any interruption. Compare the SLAs of the shortlisted web design agencies too. Just a minute fraction could translate into hours or days if the SLA is signed for just only one year. So, be vigilant.

8. Data Privacy & Protection Policy

Data Privacy & Protection is very important. Especially when you are also having your emails hosted along with your website. You must sign a separate NDA (Non-Disclosure Agreement) with you web designing and hosting provider company to ensure your data will be protected with them. If you are hosting sensitive data such as emails or if you have any portal that allows uploading of documents such as complaint management system or something which is a part of the website development then you must have a data protection plan in place. You can achieve 99.9% uptime and data protection by requesting, SLA, backups and fail-over protection services from the hosting provider. Discuss these things in details with the web design company and then decide whether if you need any such additional service or not. As they happen to be a bit costly.

Conclusion

How to choose the best web design company in Dubai, UAE is not a simple question. Although it is a tricky job, if you consider all of the factors and steps we have mentioned in this guide, you can easily find a suitable technical partner and vendor for your business. As in UAE, there are hundreds of web designing and development agencies working, so finding out a reliable web design and development agency may sound difficult but in reality, it isn’t all you need is to pay attention to certain things and do the process in a very manageable manner as we have described in the above guide. At RSI Concepts being a very reputable web design and development company in Dubai, we always share such guides and blogs to help our customers and visitors. If you want to build a new website or a revamp is required or simply you want to evaluate your existing website, please feel free to approach us through our Contact Us page or leave a comment below and we will get back to you at the earliest.

Check this out: Why smart kiosks are the future?

December 27, 2020

Why smart kiosks are the future?

Smart Kiosks are getting smarter, especially in the coming years, we are expecting a variety of integration of latest technologies, software tools, hardware accessories, and maybe AI and IoT to the kiosk machines. The computing engines are getting faster and smaller, the screens are getting better, the internet is getting faster, the cloud computing and remote controlling features all are combined in a single machine could result in wonderful user experiences. The smart kiosks have potential to completely change the communication and servicing industry landscape, as the smartphone has already revolutionized the service and marketing industry, the market researchers and tech-experts are also predicting the same future and similar impact for the smart kiosk industry too.

Smart Kiosks in Dubai, UAE

As the competition is getting tougher and the user experience is becoming a top priority in the markets like Dubai, UAE where multiple service providers and retailers are working in competition, the smart kiosks could provide you with a great competitive edge over your competitors. If done correctly it could be a game-changer for your business. Earlier the kiosks were only used in particular places such as airports, customer services offices, banks and a few others, but now the businesses and organizations are adopting the smart kiosk technology rapidly to stay ahead of their competition. Healthcare industry, food industry, educational institutes, retail sector, hospitality industry, transport, government offices, HR Departments, and everyone is using smart kiosks as a very effective tool to improve the user experience. Customer happiness and customer satisfaction are considered to be the backbone of a business in competitive markets such as Dubai, UAE.

Smart Kiosk is a Self-Service Portal

Smart Kiosk is a self-service portal that is performing very well in the market. Having the facility to integrate powerful software tools, and multiple hardware accessories such as touch screen, printers, EID scanners, RFID, Passport Scanners, payment acceptance facility, credit/debit card POS and multiple other options have broadened the smart kiosk’s operational domains to completely unprecedented levels. There was a time when the digital smart kiosks were serving only in a few handfuls of industries such as ATM machines, or Petrol Stations, etc. But nowadays, if you are living in Dubai, I can bet there will be never a single day in your life when you never see, use or pass by a smart kiosk. This is how much these digital self-serving machines are integrated into our society.

How Smart Kiosks became a Necessity?

There are multiple factors that played role in making smart kiosks from an optional or luxury service to a necessity. As the information technology and smartphone have integrated into our society the trends and customer’s behaviour changed dramatically. Here are the most influential factors in smart kiosk progress over the past few years:

The customers’ expectations became so complex
Customers’ satisfaction and happiness is a key to maintain steady growth
Automation and ease-of-use becomes the top priorities of the customers
Labor Cost, Human Factors and Innovations in Communication Industry
Smart Kiosks have emerged as a very reliable and effective tool to sustain profitability
Digitalization enables access to more analytical and statistical data which helps the businesses to not only measure the performance but also allow them to do changes and their processes to further enhance the customers’ experience

Smart Kiosks not only improve the service delivery mechanisms but also reduce the human dependencies in so many things. Which itself allows the organizations to do innovation in their methods and practices to facilitate their customers as well as to ensure happy customers.

Smart Kiosks are Cost-effective

Smart kiosks are very cost-effective, as technology is becoming cheaper every day and more reachable, the smart kiosk industry is also progressing the same way, more manufacturers are joining in, the supply chain and manufacturing markets are becoming more competitive and are producing more cost-effective solutions with more advancements and technological innovation. The smart kiosks can easily be produced as a single purpose or general-purpose machine, depends upon the customer’s needs and requirements, the technology itself can be completely repurposed with ease and convenience which even further ensures the longer life span and less cost.

How Smart Kiosks can Improve Profitability for Long Term?

The smart kiosks can improve your profitability in long term. Businesses can easily afford a kiosk then opening up a full branch, this enables them to access broader markets and new areas. The smart kiosks allow automation and ensure customer happiness which also helps and supports businesses in managing their operational cost without compromising on the service delivery quality. The digitalization allows businesses to manage and monitor everything as per their convenience and comfort in real-time, the content and the software application can also be changed or updated immediately from the head office or remote location, thanks to the modernization of cloud services. The smart kiosks and the software application allow deep insight into the user’s behaviour and system usage data which help organizations and businesses to make decisions and build future strategies.

Conclusion

Why smart kiosks are the future? The smart kiosks are expected to integrate futuristic technologies in the coming years. World giant electronics manufacturers are investing heavily in the R&D (research and development) to reduce the cost of the hardware and to introduce new innovative technologies. The screens are getting better and cheaper, the computing components and other hardware accessories are getting better and cheaper, the software development platform is getting easier and advance, the IT industry worldwide is investing in this software to bring new innovative ideas.

For businesses and users, it is a win-win situation, a business can rely on smart kiosks and maintain high profitability for long terms, the customers are getting services near to their homes and workplaces. The digitalization leads to a whole new era which enables the organizations to collect valuable statistical and usage data and also feedback from their customers to further improve and enhance their services and products. It is certain now that in coming future all types of industries will utilizing smart kiosks in one way or another.

Check this out: How to Collect Customer Feedback in 2021 and why it matters?

December 17, 2020December 17, 2020

How to Collect Customer Feedback in 2021 and why it matters?

As 2020 have dramatically changed everything, the basic business practices and norms are changed, moreover, the service delivery mechanisms are completely changed. People are expecting a whole new eco-system. Businesses have immediately adopted this change and did whatever they could do to satisfy their customers by improving the customer journey and overall customer experience. Let us say you made huge changes and invested a lot to facilitate your customers, but how would you know your strategies are working and the customers are truly happy? What is the impact of all those investments on your customers experience and how did those upgrades improve customer satisfaction level? The answer is a super-efficient customer feedback system!

Why Customer Feedback Matters?

A customer feedback system will let you understand the impact of your current upgrades and changes that you have made to meet the new demands of the customers. Their feedback will help you further improving the process and evaluating your current setup. By gathering customer feedback you will be able to understand their perceptions and their thoughts, and of course their demands. This customer feedback not only allows you to take vital decision to improve customer experience and customer journey, but it will also help you to evaluate your existing service delivery mechanisms and customer journey. As there are a lot many feedback collection methods, so you also have to choose which method is suitable for you and can ensure good results. The year 2021 will be a completely new era in the service industry and in this blog we will elaborate on different methods to gather customer feedback in the year 2021.

Here are a few benefits of collecting customer feedback:

Chance to understand customer’s preferences, their likes/dislikes
Customers will feel that your care for them and their suggestions matters a lot for you
Build trust in your brand, improve your reputation and enhance your brand identity
Understand the new market trends, demands and people’s expectations
Take vital decisions to improve your services/products and service delivery mechanism
KPIs will help to improve the customer journey and evaluating the agent’s efficiency
Help to retain the existing customers and also maintaining a steady growth
Help in the decision making for future investments and innovating new ideas to improve customer satisfaction and service delivery mechanisms

These are just a few major benefits you can get by collecting customer feedback. In short collecting customer feedback will help you a lot in keeping up with the new trends of 2021 and gaining a competitive edge.

How to Collect Customer Feedback in the Year 2021?

Well 2021 will be a completely new landscape for the service-based industry, not only the behaviour of the customers/visitors will impact your growth but it could also directly impact your reputation and brand identity in the market. So, it is very important that you collect comprehensive feedbacks and conduct surveys, do follow-ups with the customers and request them to share their experiences and thoughts about their last visit to your branch.

Here are the most popular and most effective methods to collect customer feedback in the year 2021:

1. Customer Happiness Meters

Customer Happiness Meters are the most simplified form of collecting customer feedback. Usually, the feedback is taken in the form of a happiness scale which indicates how was the customer’s experience at the branch. The meter could range from 3 to 5 simple icons or emoticons or buttons. These inputs range from a visual representation of worst experience to great experience and in between usually followed up by a simple question such as “How was your experience today?” or “How well you were served today?” This type of feedback has the highest attempt rate.

To further improve the interaction you can also link your customer feedback system with your digital queue management system or CRM software to link the feedback to the customer who is providing the feedback and in case of negative feedback, your support staff could later contact them to learn more about their experience and to take more suggestions. Another simpler method is to request customers to input their contact details after submitting negative feedback, though this will reduce the feedback rate still it is a very effective method.

Usually, the customer happiness meter is installed in touch screens and tablets and placed on all counters, or at the entrance or exit points, where the customer can easily access it. Different businesses require different solutions.

2. Customer Feedback Surveys

Traditional surveys are always the best approach to get a deeper understanding of your customers experience and their expectations. But in today’s busy life who has time to conduct 30 minutes or 45 minutes long customer feedback survey? It requires a certain strategy to make people conduct such a long survey. However, these days single slide, or a few slide surveys are the most popular form. It also depends on which platform you are conducting the survey through. As usually on the website a popup with basic or no personal info and a one or two slide survey is the most efficient way to collect the feedback on a large scale from a very large audience.

Some surveys are targeted such as they are designed for a particular product or service and catered to a specific audience. Either through emails, SMS, social media, QR codes, etc. Such surveys have a lower rate but can provide very specific information. If you want to improve or evaluate a particular product or service you can use such surveys to collect feedback.

Of course, when it comes to the survey you might have tons of questions that you want to ask your customers, but you must have to make your survey short and precise. Here are a few tips you should consider while designing a customer feedback survey:

The first and very important point is to have a clear goal and objective of the survey
Ask only those questions which can help you with your goal
Avoid irrelevant and suggestive/leading questions
Use open-ended questions
Try to maintain a flow in the questions and arrange them with great care
Use very simple and easy-to-understand language
Avoid technical questions or complicated questions
Choose the answers wisely
Create interesting graphics for the slides
Create a closing slide or thanks message at the end of the survey

The customer feedback surveys can be transmitted on various communication channels, so sign-in or collecting the identification/personal information should be short and easy, also allow anonymous sign-ins for online surveys, this will ensure your audience that they can bluntly describe their emotions without any fear of being identified for the negative feedback.

3. Smartphone Applications

Smartphones are already surpassing the numbers of traditional computing. Especially in Dubai, UAE and all across the GCC, people often have high-end smartphones with internet connectivity. In UAE almost 90% of the population is using smartphones and have internet access. This lead to an entirely different trend, people tend to look up in the smartphone for everything from groceries to buying properties, everything is available on the internet just a few taps away in your mobile screen. People also tend to search for their common problems on the internet from let say their cat is not eating to headaches and illnesses symptoms, people are searching for everything through their smartphones.

This is the reason more than 90% of the businesses are also offering different services through their smartphone applications. As the year 2020 lead to a whole new online era, the market is also shifting its focus from more traditional to smart and online approaches. Smartphones applications are providing ease-of-access, comfort, convenience and they save a lot of time. You can offer small surveys on your mobile phone applications, let say if a customer is performing a certain task, at the end of that task you can ask them for their feedback, as the customer has recently used a specific feature so the chances are very high that they will also do the survey or feedback related to that.

4. Transactional Emails

This is also a great method to collect very precise and targeted customer feedback. The transactional emails are the emails that you send to your customers after doing any transaction or performing a certain task, such as I have visited my bank to update my contact details, after a day or two when the new information got registered they will also send me an email. Or for example, I have recently purchased a watch from Amazon and they sent me an email after the delivery. Did they ask me how where the product and my overall experience? Such emails are called transactional emails. They have a very good rate and people tend to do such surveys more often than any other email surveys. You can use such emails to ask them a few simple questions about their experience at the branch, bout the service agent’s behaviour, about the product or service itself or any such questions. But ask only relevant questions that will help you with your survey goal, do not make it complex or complicated, otherwise, people will not attempt it or even left it after a few slides.

5. Phone Calls

Although this is a bit traditional way to collect the feedback and it also involves multiple variables, but still the data we can collect is quite useful. You can utilize your existing call centre or support staff with a little bit of training to start calling customers and asking them for their opinions, try a little bit research, sort out all the customers as per their occupations, choose a suitable time accordingly to make the calls, avoid calls in the off hours, or weekends, or early morning. Ask your customers for their consent first before shooting out the questions, choose questions wisely, make them easy-to-understand, small, and subjective. Do not ask for personal information, just confirm the name and their visit schedule and ask them about their experience. It is always the best approach to call a customer on the very next day of their visit to your branch. If you will call them after some time, they might not respond well, or chances are you might fail to get their actual opinion, they might try to escape from the call and give you an only positive or neutral response.

6. Social Media Polls and Voting

Social Media platforms have completely transformed the marketing and communication landscape in Dubai, UAE. Everyone spends multiple hours on social media platforms in a single day. People get connected to their friends and relatives through social media platforms, they share their opinions, view news and consume all sort of information from these platforms. Usually, people feel more comfortable in giving their honest opinion and expressing their thoughts on social media platforms. If you utilize social media platforms you might be able to collect valuable customer feedback data from there.

But in social media there are certain things that you must understand before starting any campaign, the first and foremost important thing is that you should have to understand the particular social media platform which you are using let say, Facebook, Instagram, Twitter or LinkedIn are the most popular social media platforms, all businesses have their presence there. People often do short polls and ask for other’s opinion through voting, or short questions with multiple options, single question surveys, etc. These are the most popular and most effective methods to collect customer feedback from these social media platforms in Dubai, UAE.

Conclusion

Before starting a customer feedback collection campaign you should determine the clear objectives and the goals of the data collection. Then choose the most appropriate method to collect your customers’ feedback. Prepare the questions and answers carefully, use open-ended questions, avoid suggestive or leading questions. Make it short and less time-consuming. Then gather all the feedbacks and sort them out accordingly, generate reports from the data you have collected either by a single channel or multiple channels. Then evaluate your current service delivery systems, mechanisms, queue management systems, customer flow and service delivery efficiency. In short, evaluate the entire customer journey and customer experience to determine how customer satisfaction can be further improved.

Take actions to improve every aspect which could impact customer satisfaction. The year 2020 was totally unprecedented, the marketing research agencies and academics are still analyzing the impact on the service industry. RSI Concepts being a leading IT consultant and service provider in Dubai, UAE, we have already introduced a lot of innovations in our existing products and services along with many new solutions to meet and greet the new market trends in Dubai, UAE. You are welcome to reach us through our Contact Us page or through the below comment box.

Check this out: Sharjah Library acquired Customer Feedback and Survey System from RSI Concepts

December 15, 2020

Queue Management System Integrated with Appointment Management System

Businesses who have to deal with the customers at their premises are often facing troubles in managing the customer flow, especially in busy hours. This lead to unsatisfied customers, which is very bad for the business and its reputation. A digital queue management system could solve the problem by effectively managing customer flow. Queuing Systems also reduce the wait time and improve service delivery efficiency, which significantly increases customer satisfaction and improve the overall customer journey through your branch. If an appointment management system is also integrated with the Queuing System (QMS) then the overall system performance and efficiency can be doubled, the customer wait time can be further reduced to minimal or virtually no wait time. As the customer can book an appointment and visit on the exact time at their turn so they will be served without any wait time.

Queue Management Systems and Appointment Management Systems for Healthcare

As the medical and health sector has witnessed unprecedented growth in the past decade, still the facilities are not fully equipped to handle large patient footfall effectively, the Queue Management Systems can be good support for the administrative staff. Thanks to the latest technological advancements the new virtual queuing and the appointment booking and management tools the patients and the staff both are relieved. The virtual queuing has reduced the wait time and the online appointment booking made it easier to choose the time of their convenience for the patients and visitors. The patients can easily sign-up remotely for their examination or medical tests, and enrolled to the waiting list, or you can say off-premises queues. Once their turn came they can arrive at the hospital, clinic or lab to get into the in-premises queue. Where the queue management system will take over the customer journey.

As these days social distancing and highest safety measures are implemented all across the country so a large population prefers to sign-up through virtual queuing, people can wait outside the premises until their turn and once their turn comes, they could get an advance notification on their smartphones, SMS or such. In that case, they don’t have to wait in any queue, as soon as they will arrive they will be served without any delay.

Queue Management System and Appointment Management Systems for Service Industry

In the pre-corona world, the appointment management systems were very popular only in the healthcare sector. But as the world is getting ready for the post-corona era, service-based industries are predicting a large footfall as soon as everything gets normalized. The COVID-19 is under control, the vaccine is available, but still, businesses are instructed by the governments all over the world to implement and maintain the best possible environment, social distancing, cleanliness and other safety measures to ensure nothing of as such happens again.

As the businesses have shifted to the online domain but still there are a lot many people who prefer to visit the branch to get the work done. So, as the businesses are soon resuming to the fullest, they should be prepared and ready to handle large footfalls at their branches and offices. Having a queue management system which is also equipped with virtual queuing and online appointment booking system will help both the parties. The visitors and customers will not have to fear to stuck in the crowd and the businesses and service providers don’t have to worry about handling large customer flows.

How Queue Management Systems and the Appointment Management Systems work together?

A queue management system is used to handle large customer flow and the appointment management system is used to book appointments for a particular service. So a customer journey starts with booking an appointment through the appointment management system and passed through the queue management system towards the service counter. This is the most basic explanation of the two systems combined together. Now as the technology is advancing and paving way for innovation, RSI Concepts, a leading queue management system provider and a reputed system integrator in Dubai, UAE, comes up with a brand new idea of merging the two tools together to allow the businesses to exercise full control over their customer journey. The idea is to cater the customers/visitors with the excellent customer experience and make their journey hustle free by:

Reducing the wait time
Allowing online/remote sign-ups
Online Booking and Reservations
Providing Mobile Apps and Web Interfaces/Portals
Providing a centralized information centre structure
Remote control and real-time management
Multi-branch features to allow monitoring and control from the head-office
Providing KPIs for the agents and overall service delivery mechanisms
Introducing the simplest customer feedback and suggestion mechanisms
Simplifying the application and operation for the IT team and the branch staff

Our queue management system when combined with our appointment management system becomes a single solution and doesn’t require separate administration. This makes the implementation and operation super-simplified for the staff and the management. Everything is available in a single unified control panel with real-time updates and status reports. In-depth statistical analysis and reports further allow the management to improve the process and also help them in the decision making process.

Conclusion

A queue management system in itself is a wonderful technological product which enhances and improves customer experience. It also allows the management to control the customer flow effectively. Due to the current scenarios, it is very crucial to maintain the customers/visitors under a certain level at any given point of time to maintain the social distancing and other safety measures at the branch. When this queuing system is combined with an appointment booking and management system, it improves the overall efficiency of the branch. People are expecting the businesses to provide exclusive services and safety measure to ensure their health and safety at the branch which is only possible when the management and administrative staff can exercise full control over the customer flow and management at the branch.

Our queue management system coupled with our appointment management system not only provides full control of the customer flow to the administration but also ensures premium quality service delivery experience for the customers and the visitors. The customers and visitors when provided with such level of efficient services and facilities feel more comfortable and enjoy the exclusivity of their experience. This not only helps businesses built their reputation but also help them retain their existing customers hence ensures a steady growth in business.

Check this out: How should insurance company’s website look like?

December 13, 2020

How should insurance company’s website look like?

In today’s digital landscape having a well-designed, interactive and up-to-date website is critical. No matter which industry you belong to or what kind of audiences you want to target, a website is crucial. If you are an insurance company located or operating in Dubai, UAE or any other part of the GCC, your website will act like an online reception which will be your first impression on a very large audience. As the statistical data reflects that almost 85% to 90% of the users don’t revert back to a website after having a bad experience.

The Presentation

No matter, how good your customer services are, how great your packages and plans are, or whatsoever, if you fail to express and explain that to a prospect then you can’t convert them. Same applies to the website as well, if your website’s looks and feels are not up to the mark and your website failed to present the relevant information then the chances are very less that any visitor will try to contact you through the contact page or form or any other CTA (call to action) button. This is why the look and feel or to be more technical user interface is very important if you want online conversions.

The Customer Satisfaction

A website is not only important in generating online leads but in order to sustain the existing customers, you should able be able to offer a reliable and convenient user experience through your website. As these days, the websites and smartphone apps dominate each and every aspect of our life. The in-depth integration of smartphones, internet and social media in our lifestyle demands an active presence on these platforms too. These are your digital assets and considered to be equally valuable as any other conventional corporate asset.

Basic Elements of an Insurance Company Website Look/UX

The website look or to be technical the UX/user interface is a very important part of the website. Yes, the functionality and other aspects are also critical but if a user doesn’t like or got confused by the first look of your website they might not bother to go further to explore the functionalities or the information in the internal pages. Here are the fundamentals of a web design for an insurance company:

1. Header

The header is the top section of a webpage, in 90% of the web designs, the header contains navigation or menu and logo of the company. There could be multiple menus, or you can say sub-menus in the header section, contact details, social media, links for other portals and such things can be placed in the header section. Some websites come with a sticky menu, which remains visible always at the top when you scroll down through the page.

2. Slider

The slider is a large section just below the header, it contains multiple slides, with tag lines, sales pitches, images/photos, links, etc. Some web designs include a video in this section too. As the header and the slider make up the first landing screen of the website, and whenever a user reaches to your website they view this section first. So, it should be catchy, attractive, informative, and engaging. Almost 80% of the users don’t even bother to scroll down if they don’t like the landing screen.

3. Body

The body section is what makes a large chunk of a web design. The body section can contain multiple sub-sections and a variety of presentations inside of it. As these days almost all of the websites are responsive, which means that the same website is compatible with multiple screen sizes and devices, such as PC/Laptops, MAC, iPhone, Android Phones, Tablets, etc. Hence, the body is usually fragmented in different sections which could cover the full screen or a large area of the screen when viewed. These sections can be used to market different products, show your business partners, achievements, introduction, client testimonials, news, etc and much more. All the information you want to put in a web design can be placed in the body section of the web page.

4. Footer

This is the very bottom of a web design, it usually contains, contact details, links to products/services, and other important links, such as privacy policy, terms of use, any other disclaimer or any such information.

In the majority of the web designs, the header and footer sections remain common for all of the internal web pages. Only the body section is different as it contains all the relevant information and materials for that particular web page.

Basic Traits of an Insurance Company Web Design

Now that we have established a clear understanding of the norms and customs of a standard web design, we will discuss the basic traits and features of an insurance company’s web design which makes them more effective and more customer-friendly.

Ease of Use

The insurance company’s web design should be very easy to use and less complicated than average web designs. Everyone needs insurance, no matter if you are a doctor or engineer or a professor or a plumber, you need insurance. So the web design should be prepared to keep in mind all sort of targeted audiences and different societal clusters. The website should be easy to navigate and easy to use with short and clear information. All common tasks should be very easy to access and perform. Tasks such as:

Applying for Coverage
Filling a Claim
Policy Change
Policy Terms and Conditions
FAQs

Are very important and most frequently requested tasks/information. They should be placed at a very visible place and should be very easy-to-access. Apart from that, the information structure itself should be very easy to understand and linked with relevant information. So, a user can access all the required information on a single page. All this can only be achieved if your web design is built by keeping in mind the user experience.

The Content

The insurance industry is very complex, with complex products and services structure, and all that comes with very complex terms and conditions, the users most often felt deceived by the insurance providers, it is only because they failed to opt for a correct policy. All that can be prevented if you prepare a user-centric content, ask your existing customers about their first experience, and their current observations of your products and services. Such as:

What do they think when searching for an insurance policy?
What do they want to ask before signing up?
Do they have any ambiguity now after the sign-up?

Try to think from a common man’s perspectives, put yourself in the place of a naïve prospect, who don’t know much about the business and is desperately seeking a solution. Then prepare the content accordingly and try to answer as many questions as you could, but do not make the content too long or too complex, avoid technical terminologies, speak the simple and plain language. Try to educate your visitors. Give them a sense of trust and comfort.

Choice and Freedom

Give your visitors choice and freedom, give them a sense of control. Insurance policies are complex, and unfortunately, the majority of the general public couldn’t effectively differentiate from one policy to another. Let them choose from different plans, but make sure they all look different. Provide side-by-side comparisons of different policies, claims and risks and other attributes of the policy. Try to summarize a policy in the shortest possible form in a simple and easy to understand language. Consult with your sales staff, ask them about their experiences and then prepare the content accordingly. Case studies, real-life examples, and such materials also help a lot in building the trust factor and easing the customer’s frustration.

Suggestion and Advice

When a visitor reached your website either through an online search or social media or adverts or anything, the first thing they will seek is professional advice and suggestion. Try to dive into the customer’s mind, try to think from their perspective and then decide what kind of advice or suggestion could help them solve their problems. Purchasing an insurance policy is not entirely a business decision but customer’s emotions are also attached to it, they want to protect their life, health, future, family, vehicles and other valuables. The stacks are very high for them, so try to provide such advice and suggestion which can build a sense of trust, freedom of choice, and overall a positive impact on customers mind. Be very specific and very clear, do not try to hide anything or sugarcoat anything, be direct and blunt with your content, information structure and other materials.

Conclusion

Your website strategy is the most crucial part of your overall online strategy. It could easily build or destroy your brand image and reputation. The website strategy has to be built on the bases of intensive research. First of all do specify your objectives clearly, then do the research, take interviews or conduct surveys among your sales staff, product managers, internal management, customers or whoever you can talk to. Consult a professional web design agency in Dubai, UAE such as RSI Concepts. Prepare content and set up the navigational structure as per your priorities.

It is important to prepare all the details and content first and then move to the actual web design so that your design could be able to accommodate all the content, and you do not require unnecessary revisions. Web design for insurance companies should be very user-friendly, and easy to navigate. The content should be easily understandable with precise information. Think from the customer point of view and build up a customer journey accordingly. The overall web design should be interactive and engaging. Hope this guide will help our customers understand the subject effectively. If you have any feedback or suggestion, please feel free to express your thoughts in the below comment box.

Check this out: How Queue Management System Helps to Provide Better Customer Service

December 9, 2020

How Queue Management System Helps to Provide Better Customer Service

Before we jump into the topic “How queue management system helps to provide better customer service” we should discuss why good customer service and customer experience is important for a business. In modern society the market is completely changed, all the 2 decades-old books and materials are somehow unable to define today’s market trends and customer behaviour. Today a customer has tens of options to choose from, online marketing, social media and platforms have their impact too. Having a wonderful customer experience and a great customer service delivery is so critical to sustaining a loyal customer base which ensures steady growth.

If a customer is repeatedly getting annoyed from your services delivery mechanisms and their experience at the branch the chances are very high that they will switch to another service provider, even if they might have to travel a bit more to reach the branch and they might have to pay a bit extra, they will going to do that. So, customer service delivery experience is critical for your business.

How Queue Management System Improves Customer Service Delivery Experience?

Now, how come a queue management system can help to provide better customer service and a great customer experience? Well, the answer is quite simple, less wait time, and fast service delivery makes an excellent customer experience. No one likes to stand in the long queues, with the help of a queue management system your customers can sit calmly in the waiting area until their turn comes, this also opens a door to a wider range of activities that can help you to engage your customers to make the waiting time more pleasant and easy. You can also market new products and services using wide screens, print media and much more.

How Queue Management System Reduces Wait Time?

By managing the customer flow effectively a queue management system can reduce the wait time by 20% to 60% in various applications. The queue management systems can automatically route the visitors to their designated server/counter, in case if a customer mistakenly got a queue for the wrong service than the service delivery agent can immediately put them in the correct queue and they don’t have to wait again. The queue management system can automatically call in the next customer when a counter got free, this also saves a lot of time. The customers/visitors feel more comfortable if an estimated time to their turn is provided, this also reduces the frustration of waiting for an unknown time period.

Queue Management System provides an Opportunity to Communicate

Large screens and multimedia displays are an essential part of a queue management system. These screens have the ability to not only display the queuing data but also a large space for the marketing and informational content to be presented directly to the customers in the waiting area. As customers/visitors more often look at the screen to see what token number is currently serving and when their turn is expected so, any type of content on that screen or next to that screen will automatically get their attention. Businesses can provide information that can help their customers or adverts for their new products/services or latest offers. This is not only good for generating more leads, but it also reduce the frustration of waiting time.

Queue Management System Improves Service Quality

It is very obvious that if a customer reaches to a counter with the frustration of long wait time or any such inconvenience, they will be stressed out, hence they will be less understanding and less tolerated. Which could also impact on their interaction with the server or agent. But if a customer/visitor had a good time and less hustle in waiting then they will be calm and happy while they reach to the counter. This will automatically create a positive environment and the service quality will be improved automatically. A good customer flow management also ensures less burden on the serving staff and agents, which also ensures good interaction with the customers. Hence the service quality improves.

Conclusion

A queue management system helps to provide better customer service by reducing the wait time, improving the customer flow, enhancing the customer experience and reducing the workload of the agents/servers. It also provides businesses with an opportunity to improve the waiting time experienced by offering interesting/relevant information and marketing content along with the queuing details. Which also minimizes the wait time effects. Queue management systems not only improve the customer journey and service quality but it also provides vital statistical and usage data. This data can be used to make decisions to further improve customer experience and service quality.

Check this out: 5 Paramount Needs of Queue Management System for Schools and Colleges

December 9, 2020

5 Paramount Needs of Queue Management System for Schools and Colleges

In this blog, we will discuss 5 paramount needs of a queue management system for schools, colleges and educational institutions. The management at the educational sector most often neglect the digital queue management systems at their premises which usually results in unorganized long queues with a lot of complaints. But as the student enrollment department, student affairs and internal management offices occasionally got large crowds so they most often don’t collect data of the customer flow in these departments. Apart from that, there are so many reasons that the management at educational institutions don’t invest in the queue management systems.

Here are the 5 paramount need of a queue management system for schools and colleges:

1. Customer Flow Management at Student Enrollment Offices

At student enrollment offices usually, a large crowd could be formed due to short deadlines, or most people do enrollment a few days prior to the last day. Which could cause long queues, with unmanaged students waiting in the lines. The staff is usually not enough to handle such a large amount of visitors, so mismanagement of the customer flow is inevitable. A smart digital queue management system can easily solve this problem.

2. Queue Management System Improves Brand Image

A proper customer flow management with an efficient queue management system can not only help the staff to manage large crowd but it also improves the brand image among the customers/visitors and students. Especially at admission offices, receptions, and admin offices where students, new candidates, parents, teachers, and visitors most often interact with the school or college, having a proper queue management system could help you improve your image and impression.

3. Queue Management System Improves Customer Experience

Students and parents who are coming for new admissions are usually visiting multiple schools/colleges or institutes to choose best for themselves and their children. So whenever they are visiting an institute they start comparing each and everything they have interacted with. If they notice a large unmanaged or the poorly managed crowd at the office, they will immediately get a negative impression, this could also impact their final decision. Of course, there are a lot much that people consider while making such decisions but such things could also have a huge impact.

4. Queue Management System Saves Time

The queue management system can save a lot of time by reducing service delivery and wait time. Having a queuing solution in student affairs, admission offices, admin offices, and other internal departments could save a lot of valuable time for both the students and the teachers. As in schools and colleges, the classes schedules and other activities’ schedules are very tight, usually back to back with a short break after a few hours, this means that the students specifically have very limited time to visit internal departments for their regular tasks. As those tasks often have a deadline, so the students, mostly skip their classes to attend to such matters. Which is very bad for their education. This is why a queue management system could help reduce or completely eliminate such issues, and could save a lot of time.

5. Queue Management System Provides Statistical Data and Insight

No matter whatever industry you belonged to, if you are using a good queue management system it will collect vital data for your business and provide you with a detailed insight of all your services, customer behaviour, customer journey, staff efficiency and much more. In case of educational institutions such as schools, colleges, universities, and other institutes, the statistical data which provides insight of customer journey, service delivery time, wait time, staff performance and visitor traffic could be really helpful in future planning and decision making to improve the overall service delivery mechanisms.

Conclusion

These are the 5 paramount needs of a queue management system for schools and colleges. Obviously, a queue management system has so many benefits and can help the management in understanding the current service delivery mechanisms and customer journey. This helps them to take decisions to improve various processes and overall the brand image. The brand image can directly impact your business in both positive and negative ways. Especially in Dubai and other Emirates of UAE where the competition is very high and the general population is very well educated, your brand image could make or break your business over the night. Having satisfied customers means more business. And a queue management system, if installed correctly in all required places, could give you a competitive edge you can never even imagined before. It is always wise to contact a professional queue management system solution provider in Dubai, UAE such as RSI Concepts. You can get in touch with our consultant via our Contact Us Page.

Check this out: Year 2021 and Queue Management System