Connect with us

TECHNOLOGY

How Speech Analytics Enhances Customer Experience in Modern Call Centers

Published

on

Speech Analytics

Today’s companies face higher customer expectations than ever before. To meet these expectations, modern call centers are turning to call center speech analytics to revolutionize their approach to handling customer calls. This technology analyzes the conversation as it happens, providing actionable insights that improve service and increase satisfaction.

Enhancing Personalization and Service

Eleveo call center speech analytics solutions enable more contextual customer conversations. By identifying verbal signals and cadences, call centers get a better idea of how a customer feels or what they need – meaning that they can better customize responses. This could allow for taking more appropriate action when addressing a customer’s concern, being able to address common questions before being asked, etc.

Not only does this type of context improve overall customer satisfaction levels, but it also builds customer loyalty.

Training Agents More Effectively

Call center speech analytics also has advantages for agent performance as well. It can pinpoint issues in agent speech and behavior (e.g., talking to customers, inability to de-escalate conversations) so that call centers know where the gaps are. This allows for targeted training efforts to help agents to increase their skills and provide consistent service.

The outcome is a team that can respond more efficiently on calls, reduce the overall angst that customers feel through the process, and, in turn, increase overall satisfaction.

Reducing Call Handling Time

One of the biggest advantages of a call center speech analytics platform is its ability to streamline the customer care journey. Call centers can identify common complexities that hold up the processing of a call (e.g., problems that come from miscommunication, repeated questions, etc.) and identify strategies for making changes that speed up call times.

For instance, speech analytics tools can pick up on the fact that customers frequently ask to hear a particular policy over again. With this information in hand, call centers can train their staff on related clarifications and modifications, thereby helping agents to work these explanations into their conversations more appropriately and avoid some of these repetitive requests that slow down process times.

Whether it’s meeting customer needs, anticipating customer concerns, or improving agent performance, call center speech analytics solutions offer a unique perspective that can be used to improve the customer experience overall.

Continue Reading

TECHNOLOGY

How to Choose the Best Mobile App Development Company Los Angeles?

Published

on

Best Mobile App Development Company Los Angeles

If your app idea is already planned out, it’s time to select a mobile app development company Los Angeles.

But one thing pops into your mind: How do you choose the best mobile app development company?

It’s necessary to make sure that it fits your brand, vision, and technical requirements. You have to conduct extensive research and prepare the right questions to understand the agency better.

Factors to Consider When Choosing Mobile App Development Company Los Angeles

Los Angeles is becoming a growing tech hub, with diverse app development companies that proudly boast impressive expertise and experience. Here are major factors you would need to consider when finding the right mobile app development firm in Los Angeles:

1.    Understand Project Requirements

Before you reach out to a company, you must clearly define your project requirements. Understanding your requirements will streamline the decision-making process and help you find the right platform.

Here are some of the questions you need to ask yourself:

  • Are you creating a native app for Android or iOS, or looking for cross-platform compatibility?
  • What core features do you need?
  • Does your app target consumers or businesses?
  • What is your estimated budget for developing an app?

If you’re looking to build a specific app, make sure you reach out to Android apps development services or iOS app development services.

2.    Track Previous Portfolio

The portfolio of a company says it all about the experience. Go through its previous projects if it has worked on similar applications to what you are envisioning. You must pay attention to app design, user experience, and functionality.

While some companies are good at creating applications for specific platforms, either Android or iOS apps, others provide cross-platform solutions in React Native or Flutter. You need to select a company whose expertise best fits your project.

3.    Check Reviews and Testimonials

If you want to learn about any company’s reputation, you can simply read the reviews. Such comments and testimonials from previous customers give very important information on the performance and professionalism in question.

You are able to find customer reviews on such review platforms as Clutch, Trustpilot, or even Google My Business. Such a review platform provides deep insights into the experiences of every verified client and may share an outlook on the strengths and weaknesses of the company.

Moreover, the testimonies on the website are quite useful in ensuring that they are not selectively chosen but are rather genuine.

4.    Test Technical Expertise

When you’re searching for the right mobile app company, you must look into their team’s technical expertise. A company with strong technical skills can build an app that meets your requirements and functions smoothly across different platforms.

It’s important to make sure that the company is well-versed in the latest technologies and frameworks. Discuss with their team to inquire about the tools and methodologies they use for mobile app development. Moreover, make sure the company has professional experience with backend technologies, APIs, and cloud services to support your app’s functionality.

5.    Communication and Project Management

The success of your mobile app development project relies on effective communication and strong project management. Proactive communication helps you avoid misunderstandings and ensure your project stays on track.

A company must assign a dedicated point of contact, such as a project manager, to keep you informed about project progress, updates, and any challenges that may arise.

6.    Cost and Value Proposition

While the app development cost is a crucial consideration, it is equally important to assess the overall value proposition. Make a balance between cost and quality to ensure you receive a well-developed app without overspending.

The companies typically use fixed-price contracts and hourly rates. Fixed-price contracts are suitable for projects that offer predictability, as the cost is agreed upon upfront. On the other hand, hourly rates are ideal for projects with evolving requirements that allow adjustments to the app features and functionalities as needed.

If you’re looking for web application development services, make sure to take into account the factors that influence the price range.

7.    Check for Problem-Solving Abilities

Often, there are a lot of problems in mobile app development that may either be technical issues or fluctuating requirements. In this respect, you need a developer who can think critically and solve the problem efficiently. Ask your developer whether they can pivot and adjust to changes in the project.

A good developer is not only technically qualified but is also creative. They should be able to segregate some new ideas or solutions that can be implemented to improve the app’s functionality. Just ask for examples where the developer faced problems in a particular project and how they found a solution.

8.    User-Centric Approach

An expert developer will keep the user experience foremost in mind, testing intuitiveness, ease of use, and appeal. Ask them about their process for conducting user testing to improve the usability of an app, as well as how they ensure feedback is collected and used to benefit the business.

Confirm whether the developer is aware of existing accessibility standards and knows how to apply them. An application usable by anyone, regardless of disability, will go a long way toward extending your audience and providing access in a non-discriminatory way.

9.    Post-Launch Support and Maintenance

Mobile application development does not end upon the application going live. Bugs, updates, and feature enhancements are staples of an app’s post-launch life cycle, which is why it is important to hire a developer who can provide support even after launching.

Find out if the developer becomes interested in ongoing maintenance that may involve fixing bugs, updating the app from time to time, or even enhancing its features. In case your application needs updates from time to time, it’s good to work out a deal on long-term collaboration with this developer or agency. This should be discussed beforehand and reflected in your contract regarding post-launch support.

Conclusion

When selecting the best mobile app development company in Los Angeles, you need to make sure to assess all the things that have been discussed above. Make sure to verify if the company holds good technical competencies to handle project requirements and deliver quality.

This helps position you to identify a development partner who will align with your vision and help you accomplish your mobile app goals.

 

 

Continue Reading

TECHNOLOGY

Solar Panels on Commercial Properties: Yay or Nay?

Published

on

Solar Panels on Commercial Properties: Yay or Nay?

As businesses in New Jersey seek ways to lower costs and embrace more sustainable practices, the question of whether to invest in solar panels on commercial real estate is becoming more common. Solar energy has rapidly gained popularity, not only for environmental reasons but also for the financial benefits it can provide to property owners.

So, if you’re thinking about installing solar panels on commercial real estate in NJ, it’s important to analyze whether it’s a solid investment or something you should reconsider.

Let’s break that down.

The Financial Benefits of Solar Panels on Commercial Properties

One of the obvious reasons for choosing solar panels is the financial benefit. A couple of more reasons to install solar panels on your commercial properties include:

1.    Cost Savings

Commercial buildings consume a lot of electricity, and New Jersey’s relatively high utility rates mean that even a small reduction in energy bills can result in substantial savings over time. Solar energy can help offset a large portion of these costs. This allows businesses to reallocate funds to other critical areas.

2.    Tax Incentives and Rebates

New Jersey offers a variety of financial incentives to make the transition to solar energy more appealing. The Solar Renewable Energy Certificates (SRECs) program allows commercial property owners to earn certificates for the energy they produce, which can then be sold to utility companies to meet renewable energy quotas. In addition, the federal solar investment tax credit (ITC) currently allows businesses to deduct a portion of their solar installation costs from their taxes, further reducing the overall investment.

Moreover, the state’s New Jersey Clean Energy Program provides additional rebates and grants that make solar energy even more cost-effective for commercial properties.

3.    Increased Property Value

Another overlooked benefit of solar panels is the potential to increase the value of commercial real estate. A solar-powered property can command higher rental rates or sale prices due to its energy efficiency and lower operating costs. In a competitive real estate market, this can make a big difference.

Environmental Impact and Sustainability

Besides the financial benefits, and tax incentives, many people actually value the environmental impact that properties with solar panels have.

Solar panels help businesses lower greenhouse gas emissions and meet sustainability goals, boosting their corporate social responsibility (CSR) profile. Moreover, solar energy reduces reliance on traditional energy sources, stabilizing costs and protecting businesses from future electricity price hikes.

Legal Considerations and Regulations in New Jersey

While the positive outcomes of solar panels are clear, it’s important to understand the laws and regulations surrounding installing solar panels on commercial real estate. Fortunately, New Jersey is one of the most solar-friendly states in the U.S., with policies in place that support renewable energy adoption.

1.    Zoning and Permits

The New Jersey Solar Act makes it easier for commercial property owners to install solar panels. This law ensures that solar installations are considered a “permitted accessory use” in all zoning districts, meaning that commercial buildings in New Jersey can install solar panels without needing to undergo lengthy zoning approval processes. This makes it much easier for businesses to go solar.

2.    Net Metering

The U.S. also offers a good net metering program. This program allows commercial property owners to sell any excess solar energy they generate to the local electric company. This is crucial to the financial viability of solar energy for commercial buildings, as it allows businesses to receive credits for the electricity they contribute, which can be used for future energy bills.

3.    Renewable Energy Compliance

It should be acknowledged that NJ has one of the most ambitious Renewable Portfolio Standards (RPS) in the U.S., requiring that a significant percentage of the state’s electricity comes from renewable sources like solar. By installing solar panels, businesses can help meet these state-mandated goals, potentially positioning themselves as leaders in the sustainability space.

Potential Challenges of Solar Panels in Commercial Real Estate

While there are many advantages, there are a few challenges to consider when deciding whether to install solar panels on your commercial property.

1.    Upfront Costs

Even with incentives and rebates, the initial cost of installing solar panels can be significant. However, businesses should consider solar energy as a long-term investment. Over time, the cost savings from lower energy bills and tax benefits often outweigh the upfront expense.

2.    Roof Space and Building Structure

Not every commercial building is suited for solar installations. Businesses need to confirm that they have enough roof space and that the structure can support the additional weight of solar panels. It’s essential to consult with solar experts who can assess the feasibility of installation for your specific property.

Bottom Line

New Jersey is one of the cities where solar panels are most in demand. So, if you live in one of these areas, there is a good chance that solar panels will increase your property’s value.

So, the answer is a resounding “Yay” for most businesses in NJ. Between the cost savings, tax incentives, environmental benefits, and favorable state laws, solar energy presents a compelling opportunity for commercial property owners.

By making the switch to solar, businesses can not only reduce their operating costs but also position themselves as forward-thinking, environmentally conscious leaders in their industries.

Continue Reading

TECHNOLOGY

The Surprising Role of Mobile Apps in Saving Traditional Businesses

Published

on

Traditional Businesses

Part 1: The Introduction to a New Reality

Suppose you had asked me ten years ago how I thought mobile apps would reshape traditional businesses. In that case, I might have mumbled something about convenience and innovation and perhaps hinted at a brighter future for technology. But what’s happened in the last decade—particularly over the last five years—has been nothing short of transformative. And no, I’m not talking about the cool “new kid on the block” app trends or how everyone is obsessed with fitness trackers. I’m talking about how mobile apps, in many cases, have saved traditional businesses from sinking.

In this article, we’ll dive into real stories, backed by solid data, that show how mobile apps have modernized and salvaged brick-and-mortar businesses, restaurants, and even family-owned shops that have been around for generations. As someone at the helm of a company creating apps for nearly two decades, I’ve had a front-row seat to this quiet revolution.

We’ll cover the good, the bad, and the downright ugly aspects of technology adoption. So buckle up because what you’re about to read may surprise you.

Part 2: The Digital Lifeline in a Time of Crisis

Let’s address the elephant in the room: the COVID-19 pandemic. It disrupted every sector imaginable, forcing businesses to rethink their models overnight. It was a punch to the gut for traditional businesses that relied on foot traffic. But here’s the thing: businesses with mobile apps adapted much faster. And that’s not just my opinion—it’s backed by some cold, hard numbers.

A study by Statista reported that mobile e-commerce sales skyrocketed by over 30% globally during the pandemic, with app usage increasing by an incredible 40%. That’s no small jump. Imagine being a restaurant owner who could no longer serve customers inside. Instead of locking your doors, your app is pushing out delivery orders like there’s no tomorrow. Apps weren’t just an option—they became a lifeline.

In fact, a local café here in Charlotte that had always prided itself on being “tech-free” did a complete 180° during the pandemic. In less than three weeks, they developed a mobile app to facilitate takeout orders, and it kept them afloat when others went under.

Mobile Apps Aren’t Just for the Big Players

It’s easy to assume that mobile apps are only for the big shots—the Starbucks and Walmarts of the world. But here’s a fact that may shock you: according to Business of Apps, 42% of small businesses had a mobile app by 2022, which continues to climb. Whether it’s a mom-and-pop hardware store or a neighborhood gym, businesses that never thought they needed an app fully embrace it.

That’s where we at Above Bits come in. We’ve worked with businesses across various sectors, helping them understand that mobile apps are no longer just a luxury but a necessity. And the results speak for themselves. Some of our most satisfying work has come from helping small businesses enter the app market, creating custom solutions that are scalable, user-friendly, and, yes, surprisingly affordable.

Part 3: The Benefits (and the Downsides) of Mobile App Adoption

You’re probably thinking, “Well, all of this sounds great, but what’s the catch?” Mobile apps have benefits and downsides like any technology, and it’s crucial to consider both.

The Benefits: Convenience, Engagement, and Revenue

Let’s start with the positives because they are significant.

  1. Convenience for Customers: Mobile apps offer unparalleled convenience. Whether your customer wants to check your product catalog, place an order, or track delivery, they can do it all in the palm of their hand. For businesses, this has translated to higher engagement rates. According to a report by BuildFire, 70% of smartphone users use apps for shopping, and 62% return to the same app to make future purchases.
  2. Direct Communication and Engagement: Push notifications are gold. Imagine being able to send a personalized message to your customers’ phones, reminding them of a sale or a new product launch. This kind of direct engagement simply isn’t possible with a website alone. And statistically speaking, push notifications boost user engagement by 88%, according to Leanplum, a marketing automation platform.
  3. Increased Revenue: If mobile apps are just an expense, think again. Businesses that adopt apps often see a significant return on investment. One global case study involves Domino’s Pizza, which reported that more than 75% of its sales now come through online channels, with half of that from its mobile app alone. Apps streamline processes, improve customer satisfaction, and lead to higher revenue.

Traditional Businesses

The Downsides: Costs, Maintenance, and Compatibility Issues

But it’s not all roses. As with any technology, there are some notable downsides, and you’ll want to be aware of them before diving headfirst into app development.

  1. Development and Maintenance Costs: Building a mobile app isn’t cheap. While platforms like Shopify or WooCommerce offer easy-to-deploy e-commerce solutions, custom mobile app development often involves a much larger investment. According to Clutch, the average cost to develop a small business app ranges from $30,000 to $50,000. That does not include ongoing maintenance, essential to keep the app functioning and secure.
  2. Frequent Updates and Compatibility Issues: Another complaint from businesses that dive into mobile apps is the need for frequent updates. Operating systems like iOS and Android are constantly changing, and your app needs to evolve alongside them. Failure to do so can result in compatibility issues, causing crashes or poor performance. And let’s be honest: customers won’t stick around if your app is buggy.
  3. Security Concerns: Data security is a huge issue, particularly when apps collect personal or payment information. According to a report by Symantec, nearly 60% of mobile apps are vulnerable to security threats. Ensuring that your app complies with industry-standard security practices is crucial but also an additional cost that businesses need to consider.

Part 4: How Big Companies Have Leveraged Mobile Apps for Survival

Now, let’s talk about the big boys—the companies that have not only thrived but dominated by utilizing mobile apps. One of the most compelling examples is McDonald’s. During the pandemic, McDonald’s saw a massive shift in customers’ engagement with their brand. The company’s mobile app became a primary ordering platform, and according to their financial reports, app usage skyrocketed by 50%. This mobile-first approach helped McDonald’s recover from the pandemic-induced downturn faster than anticipated.

Another interesting case study comes from Nike. During a time when physical retail stores were closing, Nike doubled down on its app strategy. They introduced personalized training programs, augmented reality features, and mobile-exclusive deals. The result? A 35% increase in digital sales, as reported in Nike’s 2020 earnings call.

These examples prove that even for the biggest companies, mobile apps are not just tools of convenience—they’re strategic assets.

Part 5: The Future of Mobile Apps for Traditional Businesses

As we look to the future, the role of mobile apps in traditional business models will only continue to expand. We’ve already seen how augmented reality (AR) features are being incorporated into apps, from makeup trials to furniture placement. Shopify, one of the most popular e-commerce platforms, has invested heavily in AR, allowing customers to visualize products in their homes before purchasing.

Then there’s machine learning and artificial intelligence (AI), which are already revolutionizing how businesses interact with customers through apps. Take Amazon’s Alexa, for example. Businesses can now provide personalized shopping experiences through AI-driven apps, making recommendations based on previous purchases and browsing behavior. According to a study by Grand View Research, the AI market is expected to grow to $733.7 billion by 2027, with a large portion of that growth attributed to mobile applications.

Part 6: Overcoming Common Mobile App Challenges

Despite all the impressive advancements, traditional businesses face hurdles when implementing mobile apps. One of the key complaints I’ve heard over the years from clients is that maintaining and upgrading a mobile app can feel like trying to keep up with a constantly moving target.

Compatibility Across Devices

Let’s talk about compatibility issues. With Android holding about 71% of the global market share and iOS coming in at 28%, it’s no secret that building an app that works seamlessly on both platforms is tricky. Various devices, screen sizes, and OS versions can make testing and debugging a nightmare. One of the largest complaints we hear is about inconsistent user experiences across different devices. An app that works flawlessly on an iPhone might have minor (or major) bugs on a budget Android phone.

But what’s worse than dealing with two different operating systems? Having to build separate native apps for each! According to research by GoodFirms, cross-platform apps take 30-40% less time to develop than native ones, making frameworks like React Native and Flutter highly appealing. However, cross-platform solutions have limitations—especially regarding performance and complex features like augmented reality (AR) or advanced gaming elements.

The Hidden Costs of Maintenance

Another hurdle is ongoing maintenance costs. You may think that once you’ve built the app, most expenses will be behind you, but that’s far from the truth. As mentioned earlier, operating systems are frequently updated, and users expect apps to be updated accordingly. The cost of maintaining an app can range from 15% to 20% of the original development cost per year, according to a report by ThinkMobiles.

Let’s not forget about compliance. In 2021, Apple updated its app privacy policies, forcing developers to disclose exactly what data their apps were collecting and how it was being used. This seemingly small change caused a flurry of updates across the app ecosystem as developers scrambled to ensure compliance. This is just one example of how platform policies can lead to unexpected costs.

User Expectations Are Sky-High

Today’s users don’t just want a functional app—they expect one that looks sleek, responds quickly, and offers personalized experiences. Appdome reported that 72% of app users uninstall an app due to performance issues. That’s a staggering number! If your app is slow, buggy, or offers a less-than-stellar experience, users won’t hesitate to delete it and move on to a competitor.

This is one reason why we focus heavily on testing at Above Bits. We believe user experience (UX) is key to an app’s success, so our team thoroughly tests every app on multiple devices before launch. We’ve seen first-hand how performance improvements can reduce bounce rates and increase customer retention, especially for small businesses trying to compete with larger, more established brands.

Traditional Businesses

Part 7: Global Trends Shaping the Future of Mobile Apps

So, where are we heading with mobile apps? Let’s zoom out and look at some global trends. As the world shifts more toward a digital-first economy, mobile apps will continue to be a key pillar for businesses, large and small.

The Rise of 5G

One of the most significant technological shifts is the global rollout of 5G. By 2025, it’s estimated that 1.4 billion devices will be connected to 5G networks. What does that mean for mobile apps? It means faster speeds, lower latency, and the potential for more complex app functionalities.

With 5G, we’ll likely see an explosion in mobile app development around AR, VR, and real-time video streaming. This opens new doors for traditional businesses looking to innovate. Imagine a local furniture store that allows customers to visualize new products in their homes using AR or a small fitness studio offering live, high-definition video classes straight through their app.

Mobile Commerce on the Rise

Mobile commerce, or m-commerce, is another trend here to stay. In fact, by 2024, mobile commerce is expected to account for nearly 73% of all e-commerce sales globally. That’s huge! For traditional businesses, having a mobile app is no longer optional—it’s essential. We’re seeing increasing businesses adopting mobile payment platforms, in-app shopping, and personalized user experiences to drive sales.

Even major retailers like Walmart and Target have recognized the importance of mobile commerce. Both companies have invested heavily in their apps, and it’s paying off. Walmart reported that mobile app sales now account for 40% of its digital revenue, while Target saw a 200% increase in app usage during the pandemic.

Part 8: The Role of AI and Machine Learning in Mobile Apps

Artificial intelligence (AI) and machine learning (ML) are reshaping mobile apps in ways we couldn’t have imagined just a few years ago. From personalized recommendations to predictive analytics, AI-powered apps transform how businesses interact with customers.

Take Spotify, for example. Their app uses machine learning algorithms to offer personalized playlists based on users’ listening habits. This level of personalization has kept users engaged, with Spotify boasting over 489 million monthly active users as of 2023. Imagine how traditional businesses could leverage similar AI-driven technologies to provide hyper-personalized customer experiences.

At Above Bits, we’ve integrated AI and ML into several mobile app projects, helping businesses gain deeper insights into user behavior and improve engagement. These technologies can help businesses not only meet but exceed customer expectations.

Part 9: When Mobile Apps Fall Short – The Downsides of App-Only Strategies

It’s important to recognize that while mobile apps can be incredibly powerful, they’re not a silver bullet. Some businesses have fallen into the trap of focusing too heavily on their app at the expense of other channels. Relying solely on a mobile app can limit your reach, especially if you ignore web-based or physical engagement opportunities.

In 2019, Starbucks faced backlash for encouraging customers to use their app exclusively for rewards and orders, neglecting those who preferred the website or in-person orders. As a result, user satisfaction declined, and the company quickly had to pivot, reintroducing more flexible options.

It’s a reminder that while mobile apps are a critical piece of the puzzle, they should complement—not replace—your overall customer engagement strategy.

Part 10: The Call to Action – Embrace the Future with Above Bits

If you’ve made it this far, it’s clear that mobile apps play a crucial role in the survival and success of traditional businesses. But navigating the complexities of app development—balancing cost, functionality, user experience, and future-proofing—isn’t something you should tackle alone.

At Above Bits, we’ve spent years helping businesses embrace digital transformation, one mobile app at a time. Whether you’re a small shop looking to expand your customer base or a traditional business needing to innovate, we have the expertise and technical know-how to bring your vision to life.

Ready to take your business to the next level? Visit our website for more information and affordable mobile development services.

Continue Reading

Trending