Blog Archive

Top 3 Tools to Use for Finance and Accounting

Dealing with financial reports and keeping up with expenses manually can be a tedious and exhausting process. Just like any other industry, finance and accounting also has its own set of challenges and one major pain point is the growing demands of technology and process efficiencies.

Traditional finance and accounting internal systems and infrastructures are now deemed to be obsolete. As a result, it is now more important than ever to use the right tools for your finance and accounting team. However, an overwhelming number of tools are marketed to help improve efficiency and make F&A tasks easier and quicker. Yet, choosing the best tool for your finance and accounting team can be quite challenging as well as building a team that has proficiency in utilizing these tools.

Knowing the top 3 tools for finance and accounting is your ticket to increase your F&A team’s productivity and improve their efficiency .

Top 3 F&A Tools

  1. Accounting Software

There are now plenty of modern and effective software being offered. However, before deciding on what accounting software to use, it is crucial to ensure that it has features catering your business requirements (e.g. POS software integration, cloud-based entries, or tax information)

Here are some of the new and top-rated accounting software in the industry:

●       Sage One

Sage One is one of the current leading industry providers for accounting software solutions. A cloud accounting and invoicing software designed for small and medium business owners. It can also help bookkeepers and accountants do their jobs quicker and more efficiently .

Its advantages are; easy inventory tracking, automated sales tax rates, project tracking, and flexible user permission. However, the reports it generates are not freely customizable.

●       Zoho Books

Zoho Books is part of the Zoho application family. It boasts an impressive selection of accounting tools fit for both finance and accounting teams and business owners.

The notable features of Zoho Books are it’s easy invoicing, tracking expenses, monitoring bank transactions and inventory tracking. It can also generate cash flow statements and balance sheets.  It can also connect with other Zoho applications such as Zoho expense, CRM, Zoho Subscriptions, and many more.

●       QuickBooks by Intuit

QuickBooks by Intuit is one of the traditional software that was able to keep up with the growing demands of technology today. It is a user-friendly software that can be used even by non-finance and accounting experts.

It has a bold promise in helping you save at least 8 hours of work in a month. It creates a comprehensive dashboard, invoice tracking and creation, automatic expense categorization, VAT tracking, and calculation, among others.

2. Expense Tracking

Expense tracking is paramount for any company. It is an extremely tedious job, especially when there are a handful of expenses moving in and out. Although some accounting softwares already includes expense tracking features, a dedicated and specialized expense tracking tool is still a must.

Here are some expense tracking tools to consider.

●       Rydoo

Rydo is one of the top choices for specialized expense tracking software because of its affordability. it also has international expense tracking, which will do wonders if your business deals with a lot offoreign deals.

●       Expensify

Expensify is a good tool for expense tracking because it is user-friendly and convenient. It is easy to load information and provides prompts on what are the next steps. It also has a reminders feature that alerts you if there are documents not yet submitted and file. It also has notifications for books for  reimbursement.

3. Billing Tools

Among all the finance and accounting duties, billing processes can be the most time-consuming and tedious.  Licensed professionals with years of experience can still find billing duties to be challenging. However, it is a good thing that there are now softwares specially designed to make billing more manageable.

●       SuiteDash

SuiteDash is a billing tool best suited for small to medium-sized businesses. It has features such as client portals, invoicing, project management, and file sharing.

It is a fully integrated cloud-based platform that combines most commonly used business tools so finance and accounting teams and business owners don’t need to go through the frustration of learning other platforms that don’t work well together.

●       Nexway Monetize

Nexway Monetize allows easy implementation of billing plans and subscription models tailored to a specific business. It is best suited for SMB and large enterprises. This customizes invoices a lot easier. It also has a feature allowing you to send foreign client invoices in their local currency and language.

●       Zoho Invoice

Here’s another member of the Zoho application family. It is designed for business owners and freelancers. Like other Zoho applications, this one is easy to use and allows you to create a fully customized invoice so that you can get paid quicker.

Great Tool, Great Team

Having the right tool for your finance and accounting team is vital to help them accomplish their tasks easier and quicker. By doing so, your company’s overall efficiency and productivity can also increase. With that, it’s easier for you to see whether your company is earning the revenue you expect, allowing you to make quick and accurate financial decisions. 

Dealing with these tools can be overwhelming. Additionally, building a team of F&A experts and training them on utilizing these tools birth another layer of operational responsibility especially if there is a limited pool of talents in the F&A industry and the number for highly qualified candidates are shrinking. One way to overcome this is by finding the right outsourcing partner who has access to world-class F&A talents who can equip and certify your team to put these tools to good use.

In addition, softwares such as those mentioned above, can already break your bank. But with the right partner, you can save up to 70% on operational costs, yet assuring your team’s efficiency and productivity.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential.

Infinit-O Key Benefits:

Below are some examples of F&A expertise that we can recruit to build a team just for you:

  • Accountants
  • Bookkeepers
  • Finance Associates
  • Finance Specialists
  • Fund Treasury Associates
  • Other F&A positions

Let’s work together to build a great, high-performing Finance and Accounting team

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

1 month ago No Comments Views

Licenses and Certifications Your Medical Biller and Coders Should Have

Having a competent and high-performing team of medical billers and coders is an important aspect in running your healthcare business smoothly and successfully as both are crucial to revenue cycle management. Medical billers submit and follow up claims with insurance companies to receive payment for services rendered by a healthcare provider while medical coders translate medical reports like diagnoses, medications, and procedures into codes that are used by insurance companies to reimburse the provider.

Medical billers and coders should be equipped with the adequate skills and knowledge needed in their fields including understanding how to read medical records and being familiar with the three key code sets among others to be more efficient with their responsibilities that are crucial to the financial resources of medical organizations. One way to ensure the credibility of your billers and coders is to hire those who are not just highly skilled but are certified by accredited organizations.

To help you out, here are different kind of certifications granted to medical billers and coders and the organizations that grant them:

Billing certification (Medical Billers)

American Academy of Professional Coders

Medical billers can earn their Certified Professional Biller (CPB) credential from the American Academy of Professional Coders (AAPC). According to AAPC, this certification guarantees that a biller has an understanding of various types of insurance plans, expertise in applying payer policy, Local Coverage Determinations (LCDs), and National Coverage Determinations (NCDs) for successful claim submissions; knowledge of CPT, ICD-10-CM, and HCPCS Level II coding guidelines; successful navigation of healthcare industry rules and regulations; an understanding of the life cycle of a medical billing claim and how to improve the revenue cycle; and expertise in effective claim follow-up, patient follow-up, and denial resolution.

American Medical Billing Association

The American Medical Billing Association (AMBA) offers their Certified Medical Reimbursement Specialist (CMRS) Exam, the longest standing and most thorough exam for professional medical billers. Those who pass the exam and qualify for the certification are recognized as competent and proficient in the field, and are committed to promote ethical and professional medical billing.

Coding certification

American Academy of Professional Coders (AAPC)

AAPC’s certifications for medical coders are nationally recognized and deemed as the gold standard in the healthcare industry. They offer multiple types of certifications for all levels of experience and types of specialties:

●        Certified Professional Coder (CPC) and Certified Outpatient Coding (COC) certification holders from AAPC have a proficiency in the correct application of CPT®, HCPCS Level II procedure and supply codes, and ICD-10-CM diagnosis codes used for coding and billing in a physician’s office and in an outpatient hospital or facility, respectively.

●        Certified Inpatient Coder (CIC) and Certified Risk Adjustment Coder (CRC) certification holders, on the other hand, have extensive knowledge in the correct application of ICD-10-CM diagnosis codes used for coding and billing for medical claims in an inpatient hospital or facility and used in risk adjustment payment models, respectively.

●        The Specialty Coding Certification is given to expert coders to demonstrate superior levels of expertise in their respective specialty disciplines. AAPC is currently offering over 15 types of specialty certifications.

American Health Information Management Association

The Certified Coding Associate (CCA) certification granted by the American Health Information Management Association (AHIMA) signifies that the holder possesses coding competency across all settings, including hospitals and physician practices and commitment to the profession. To be eligible to take the CCA exam, candidates must at least have a high school diploma. Having experience in coding or completing a coding training program is also recommended but not required.

Board of Medical Specialty Coding and Compliance

For experienced medical coders, clinicians and compliance professionals, the Board of Medical Specialty Coding and Compliance (BMSC) is the provider of specialty medical coding certification, education and training for them as part of its advocacy of creating a career ladder for medical professionals through multiple layers of coding and compliance education. As of the moment, testing for new candidates is not available and BMSC only allow recertification of the following:

●        Specialty Coding Professional (SCP)

●        Advanced Coding Specialist (ACS)

●        Certified Compliance Professional – Physician (CCP-P)

While having a certification is not a requirement to be a medical biller or coder, it is still a valuable credential that can help them stand out in a pool of applicants. Holding a certification shows that one has an extensive knowledge and tangible experience in the said fields. Certified billers and coders also have an edge over their non certified colleagues when it comes to staying up-to-date on regulatory changes that affect their practice. This is because they have to  complete a specified number of continuing education units every two years after being awarded with their certificate to maintain the validity of certification.

If you’re looking to hire certified and trained medical billers and coders, your best option is to outsource from a reputable company with access to trained professionals. Outsourcing can solve the common problems that arise during the hiring process including the shortage of qualified candidates and shouldering expensive training and recertification.

A trusted healthcare outsourcing partner who can help you build a great  RCM team such as certified medical billers and coders assures you an accurate deal with medical bills and claims as well as the resources to handle your claims quickly, with minimal denials, minimizing turnaround time while optimizing reimbursement. When it comes to healthcare, finding the right outsourcing partner can assist you whether they be growth, better productivity or simply bottom-line cost savings of up to 70%. ISO-certified, HIPAA- and GDPR-compliant are also crucial things to consider for a great partnership to secure your company and patient’s data.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential.

Below are some of the experts we can gather for the unique RCM and healthcare needs:

  • Medical Coders
  • Medical Billers
  • Clinical Abstractors
  • Patient Concierge
  • Medical Review Specialists
  • Care Navigators
  • Others

Let’s work together to build a great Healthcare Team.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

2 months ago No Comments Views

The Difference Between Finance and Accounting

Finance and accounting are usually lumped together. But understanding the key differences will allow you to better distribute fiscal responsibilities to the right people and create a great finance and accounting team for your business.

The Basics

The basic difference between finance and accounting is their core responsibility. Finance is the one exercising high-level control for your company’s financial strategy while accounting is taking in a more detailed look at your company’s books. To put it more simply, finance looks forward to plan future acquisition and accounting looks back to a company’s past financial transactions.

The Difference Table

To fully grasp the difference between these disciplines, let’s put it on a list.

Building a Team

With the understanding of how vastly different each role functions, the next step for a business is to employ the right experts for each department and build a great team to respond to their unique needs. Although both finance and accounting professionals almost have the same clients such as corporations (businesses), governments, and nonprofits, at the end of the day, you should carefully consider the right experts that best fit the role.

The table below shows the traits and characteristics per profession as a guide to know who to employ.

Finance and accounting decisions are tough especially if you’re trying to build your business from the ground up. At the end of the day, you should carefully consider all of the information including all the similarities and differences and decide which option best fits your business goals.

But it is also important to note that there is some level of difficulty in employing the right people for your finance and accounting team. Two major things to consider are salary and available talents.

Salary

According to the US Bureau of Labor Statistics (BLS), the median pay for a Financial Analyst in 2014 was $78,620 per year, $37.80 per hour but it is projected to grow by 12% in 2024. Accounting on the other hand has a median pay of $65,940 per year, $31.70 per hour and is projected to increase by 11% in 2024, which is also an above-average growth rate.

Talent Pool

There is a limited pool of talents for these professions in the US. The share of finance and accounting talent that is age 55 or older has increased from 2011 to 2017 hence the talent pool of younger experienced and highly qualified candidates is shrinking. Although there are fresh graduates and novice finance and accounting professionals in the pool, companies are more likely to employ those that have years of experience.

One way to address these hurdles is by building a great, high-performing finance and accounting team with the right outsourcing partner who has access to world-class talent yet assures a 70% savings on operation cost. The best partner will scout finance and accounting specialists to match them with your unique needs and help you focus on achieving your business goals.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential.

Below are some examples of F&A experts that we can recruit to build a team just for you:

Let’s work together to build a great Finance and Accounting Team.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

2 months ago No Comments Views

Benefits of Outsourcing Revenue Cycle Management

The increased demand for care is placing a huge burden on medical service providers. While healthcare providers face challenges when processing essential business transactions due to limited IT integration and automation, collecting payments, tracking and coding claims, and determining the patient’s eligibility and authorization may add another layer of responsibility to them. 

Revenue cycle management (RCM) plays an integral role in managing these types of activities in the healthcare setting where it caters patient scheduling and registration, insurance eligibility verification, medical coding, claims submission, claims management, payment collection and reporting. In return, you can enjoy the benefits of outsourcing RCM in the healthcare sector.

Outsourcing RCM allows you to focus more on caring for patients

The administrative tasks and paperwork consume a lot of time and effort. Outsourcing RCM helps the healthcare staff focus on the other medical services of the institution and core activities of health care. All the team will have all hands on deck dedicated to patient care. Monitoring RCM may only distract them from maintaining high standards in medical diagnosis and intervention.

It increases care efficiency and enhances your patient’s experience

Outsourcing enables you to acquire highly skilled personnel with enough experience capable of achieving the quality output you desire. These personnel can achieve efficiency and develop strategies that optimize profitability. With skilled RCM professionals to be part of your team coupled with the right technology at hand, standard billing errors like entering the incorrect name of the patient, and wrong CPT codes can be significantly reduced. Error-free billing helps a healthcare facility improve its reputation and lessen unnecessary stress to your patients which results in a more pleasant care service experience.

It lightens the administrative workload

In the healthcare sector, paperwork and medical billing tasks are tedious and tiresome, especially during treatment updates and changes. It would be best if you got experts to avoid stress and frustration involved in learning new processes, rules, and procedures which can be effectively handled by RCM experts. They can take care of day- to- day RCM activities like patient scheduling and registration, insurance eligibility verification, medical coding, claims submission, claims management, payment collection and reporting.

It increases revenues 

The use of experts enables healthcare providers to optimize reimbursements. A devoted revenue management team streamlines and simplifies the recording and administration tasks, making it more controllable and transparent. The professional expertise guarantees effective management of services by applying accurate coding and billing rules leading to improved performance.

Your outsourcing RCM partner can ensure timely reimbursements because they don’t handle medical functions and can fully focus on collecting and verifying patient’s insurance and document the diagnosis and treatment correctly for proper medical coding. This gives you more time to focus on patient care and other billable patient activities. 

Cost-efficient

Most importantly, outsourcing RCM services should greatly reduce your operating costs. Local talent is costly, and RCM services require dedicated, highly trained employees and regular oversight. By contrast, a good outsourcing company will be able to quickly find highly trained and available experts for a fraction of your local cost.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. 

Below are some of the experts we can gather for the unique RCM needs:

  • Medical Coders
  • Medical Billers
  • Clinical Abstractors
  • Patient Concierge
  • Medical Review Specialists
  • Others

Let’s work together to build a great Revenue Cycle Management (RCM) Team.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

2 months ago No Comments Views

The Benefits of Outsourcing Finance and Accounting Services

A business is only as strong as its weakest link. Without an efficient accounting team  and processes, a business cannot generate quality financial reports and statements. Regardless of the size of the company, accounting is at the heart of a company’s success. 

Small and medium business owners face accounting challenges everyday, while they are trying to simultaneously service their customers and perform their core value proposition because they often do not have the workforce or the resources to get the accounting job done. Building an accounting team is quite difficult due to limited access to the talent pool and hiring skilled professionals at an affordable cost.

To overcome this, partnering with an outsourcing company to help you build a great accounting team can help you hyper focus on your business goals.

Cost Savings

When you in-source accountants, you will pay their salaries and benefits such as medical and life insurance including the purchase of all of the softwares and tools they need to get the job done. This is really expensive. But, if you build an outsourced accounting team, you can cut those operational expenses up to 70% off.

The savings that outsourcing partners usually provide is considerable without reducing quality of service and compromising productivity. They will take care of the employee’s salaries, taxes, benefits and other operational expenses while you still get the full benefit of a full-time employee.

Access to available talent

The accounting profession is experiencing a tightening pool of skilled candidates globally making the hiring process even more difficult. As a result, companies are spending more to hire skilled accountants by bumping up compensation offers and being more flexible on the negotiation requests from these professionals. In return the company will have to invest more to hire them.

But with the right outsourcing partner, you won’t have to deal with scouting accountants that will match your unique needs because of their access to world-class talent and A+ recruitment process.

outsourcing; finance and accounting; F&A, finance & accouting

Eliminate hiring process and cost

In connection with the above point, another great thing about third party accountants is that they will take care of the hiring process and filtering the best people for your company and making sure that they have the proper certifications and skills. 

Recruitment and hiring is time consuming. Dealing with this along with making sure that your business goals are being worked on may add another level of challenge you have to face. Aside from scouting and screening applicants, background checks and interviews, newly hired team members have to be trained on the ins and outs of your business to get them fully on board with your company’s vision. Your outsourcing partner can do all the necessary training to fully equip them.

Time efficient

As your business grows and you focus more on achieving your business goals, you will find yourself dedicating more time and energy on managing your growth and less on micromanaging non-core activities. Therefore, outsourcing administrative and financial tasks like bookkeeping and accounting help realign your resources on creating the business strategies. It will be bringing more revenue, as well as networking and building relationships with your clients.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. 

Below are some examples of F&A expertise that we can recruit to build a team just for you:

  • Accountants
  • Bookkeepers
  • Finance Associates
  • Finance Specialists
  • Fund Treasury Associates
  • Others

Let’s work together to build a great Finance and Accounting Team.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

2 months ago No Comments Views

Why Customer Service Is Your Most Valuable Asset in Ecommerce?

As digital medium became widely used, the concept of shopping has also evolved which eventually gave birth to ecommerce. The change in the buying pattern also modified how people perceive customer experience. Along with this, customer service has also evolved from the reactive channels to omnichannel support to deliver a more consistent and engaging ecommerce customer service experience.

There is an expected substantial growth in online retail from 19% to 24% in the next three years, majorly driven by omnichannel support. Because business practices and marketing strategies change as technology continues to grow, it is then crucial for your customer service to evolve to match the needs of your customers. Most ecommerce businesses, whether small or large, may have to invest in delivering the best customer service across the vast channels to their customers to create lasting impressions and attract potential consumers.

Here are 3 reasons why excellent customer service is your most valuable asset.

  1. Purchase may be forgotten but customer experience will be remembered

You can sell a wide array of products but customer service is the only touch point of customers to your company. Remember that since their buying experience is done digitally, no direct interactions are made except when they reach out to you in a form of inquiry or complaint. Any personal connection is your best opportunity to show how much your brand truly cares. Your customer service team equates to an in-store personnel that adds a personal touch to online shopping.

Online shoppers are not only looking for products to buy but they are also searching for information and solutions to their concerns. Having people to be available to assist and provide necessary replies in a timely manner will make them feel important and valued. If your  customer service exceeds their expectations, you will not only earn a loyal customer but their testimonials will also attract more consumers through their family and friends.

  1. Customer service can make or break your brand’s image

Social media is now a platform where people can rave or rant to and about a brand or a service they patronize. Therefore, both good and bad reviews are your outlier in building your ecommerce business’ image. Stakes are higher than before because a single negative testimonial can send your brand spiraling into a digital public relation disaster.

If your customer service team fails to live with the shoppers expectations or wasn’t able to provide timely resolution, their dissatisfaction may be translated into a bad review online especially on social media channels. Note that brand image can mold and impact your consumers’ behaviour because their purchasing decisions are mostly based on how they perceive your company rather than the product you are selling. Your customer service team are your brand’s ambassadors, so how they respond and engage with your customers is how they will view your company. Quality customer service will help you stand out from your competitors –  you can’t buy word of mouth advertising.

  1. The ultimate ecommerce goal of customer satisfaction can be achieved through customer service

The ultimate ecommerce goal is customer satisfaction. As more businesses venture online trade, exceeding customer expectations is your ticket to having loyal consumers. This can only be achieved if you were able to establish a personal connection with them. Your customer service team can respond to both their rational and emotional expectations, converting these interactions as delight and satisfaction.

Unlike earlier days, customers are more concerned with price tags. But today, online shoppers are willing to pay for a brand they trust and support. It’s good to know that 70% of sales depend on how consumers feel about the brand. On the other hand, 68% of customers associate their positive service experience from a pleasant customer representative.

As online shopping becomes the new normal with 129% year-over-year growth in U.S. & Canadian ecommerce orders as of April 21, and 146% growth in all online retail orders, having an outsourcing partner will help you build a great customer service team. With the limited talent pool and high priced job market, they will take care of finding the best people to digitally represent your brand.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. We take pride in our >97% client retention rate and NPS score of 72 demonstrating trust and open communication. Having extensive and profound expertise in ecommerce support, we’re here to help you build a great Ecommerce Support Team who can address your unique needs with up to 70% operational cost savings. You will have access to world-class talent that will be meticulously sourced and screened through our A+ Recruitment process. As your business demands shift, so can your Infinit-O team. Guaranteed operational excellence thru collaborative Service Level Agreements, metrics-intensive performance, and open communication. We are ISO 27001 and 9001 certified and GDPR-compliant, so your company and client’s data are always safe with us. 

Below are some of the experts we can gather for the unique ecommerce needs:

  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Social Media Managers 
  • Online Community Managers
  • Technical Support Representatives
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Other

Let’s work together to build a great Ecommerce Support Team.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

3 months ago No Comments Views

2 Reasons To Get Social Media Customer Service for Ecommerce

According to a survey conducted by Harris Poll, there is about 51% increase of US adults using social media between March to early May, the time period of the COVID-19 pandemic. Because most consumers are staying at home, a significant boost of usage is reflected on social media platforms. There is also a forecast stating that mobile messaging will increase from 4 minutes (2019) to 24 minutes (2020) showing strong engagement on messaging services such as Facebook Messenger, Instagram, Viber, WhatsApp and Apple iMessage.

These changes in digital behaviour makes social media a powerful tool for ecommerce. Hence, a complete social media presence not only contributes to direct sales but also having a back-end tool in place allows customers to share their recent purchase from your ecommerce business and the customer service experience with friends and family.

According to a current projection, 90% of businesses will use social media for customer service this 2020, and about 67% of consumers will use platforms like Twitter and Facebook to seek customer service. With these statistics, knowing how to anchor on social media can immensely help your ecommerce business to grow. Here are 2 best reasons to note.

  1. Systematic strategy to get customer’s questions answered quickly

Social media is an integral part of the omnichannel ecommerce marketing ecosystem. It supplies customers with opportunities to interact with your brand faster thus providing a complete shopping experience. Harvard Business review published a study that omnichannel ecommerce strategy is a panacea for difficult environments.

77% of customers have improved perception of your business after chatting with customer service representatives on these platforms while 60% of customers expect a response within 1 hour. Enhancing your customer service not only makes response rate faster but solving a customer issue on social media costs nearly 1/6th as compared to a traditional voice and telephone call center interaction.

To effectively utilize this, set up a system that unifies different concerns and assigns specific messages to particular social customer care members. This enhances the efficiency and speed of resolving issues, unlike having to manage multiple social media platforms.

  1. Convert customer interaction to promotional posts

If customers feel that they are being heard and their concerns are addressed efficiently and in a timely manner, this boosts customer experience and can easily be converted to positive testimonials. According to Zendesk, 90% of their research respondents said that positive reviews influence their buying decisions. Therefore, it is crucial to have positive feedback and testimonials from the customers. Companies who engage and respond to customer concerns can impact both brand perception and reputation. Also, it is important to note that if customers contact you through Facebook, they expect a response from the same platform and not from an email or phone call.

Customer-oriented communication builds trust and they will recognize your brand more which may eventually establish a long-term relationship. Enhancing your brand image through social media is geared towards not just building awareness to reach potential customers but also takes care of existing ones. Social media customer representatives help build the credibility of your brand in the eyes of the users as they manage not just concerns but also reviews. Keep in mind that reviews influence the purchase decision of prospect consumers. 

The role of social media in customer service is an essential part of your brand’s success through expanding customer reach and retaining customer loyalty. Therefore, building a great team of Social Media or Omnichannel Customer Service Representatives can help not just answer customer’s queries online but also take care of the reviews and ratings of your product to ensure sales. By partnering with an outsourcing company, they won’t only build these teams for you but also help maintain your online store by addressing consumer-based inquiries in a timely manner which eventually can grow your ecommerce platform while you focus on your core business.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. We take pride in our >97% client retention rate and NPS score of 72 demonstrating trust and open communication. Having extensive and profound expertise in ecommerce support, we’re here to help you build a great Ecommerce Support Team who can address your unique needs with up to 70% operational cost savings. You will gain access to world-class talent that will be meticulously screened through our A+ Recruitment process. As your business demands shift, so can your Infinit-O team. We guarantee operational excellence through collaborative Service Level Agreements, metrics-intensive performance, and open communication. We are ISO 27001 and 9001 certified and GDPR-compliant, so your company and client’s data are always safe with us. 

Below are some of the experts we can gather for the unique ecommerce needs:

  • Social Media Managers 
  • Online Community Managers
  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Technical Support Representatives
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Others

Let’s work together to build a great Ecommerce Support Team

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

3 months ago No Comments Views

3 Tips for Excellent Customer Service in the Ecommerce Industry

3 Tips for Excellent Customer Service in the Ecommerce Industry

There is a whopping 129%  growth in ecommerce orders in the U.S and Canada as of April 21 and 146% growth in overall online orders. With these numbers, it is safe to say that the pandemic has brought a rapid change in the ecommerce environment.  The buying and selling trade has radically shifted from physical stores to online stores and to pair up with the demand, businesses are now flexible and have adapted to meet with the changing needs of online business.

Since more brands and companies have transitioned to digital trade, you need to learn key strategies to successfully navigate your business in the new ecommerce climate. One major key strategy is having an excellent customer service because this directly affects the online shopping experience of your consumers.

We’ve rounded up 3 tips for excellent customer service that may help you excel in the ecommerce world.

1. Improve website and social media health through a great customer service team

About 51% of US adults are now more engaged in using the internet, especially social media platforms during this pandemic. Your company can leverage on this increased digital activity and engagement by taking care of the customers through your website and social media platforms. Since most people are online, they have more time to access your business’ online accounts to know your products, inquire, get customer support such as tracking of orders and even post testimonials or product feedback.

Shoppers are now more cautious in committing to a purchase as more brands are exploring online trade. They tend to research or ask questions before they buy. With this knowledge, you need to have a great customer service team that is prepared to answer pre-purchased questions. This is a crucial opportunity to establish a trusting relationship to your customers. They also equate as in-store customer service which adds a personal touch to their online shopping.

2. Important updates (order info, shipping fees, ETA, etc) should be clearly communicated

The supply chains have been disrupted because certain physical limitations are being imposed. Because of this, your customer service team should inform the consumers for any changes on the order and shipping information such as estimated time of delivery because transparency is key to manage their expectations. 

If your customer service team is proactive and reassuring, this will greatly impact customer experience and will result in high satisfaction ratings. A specialized customer service team called Track and Trace Specialists who track and record shipping information, update shipping status and most importantly verify shipping status to delivery providers are your best people for this job. Note that 70% of shoppers will seek a product elsewhere and abandon their shopping carts rather than waiting any length of time for back orders.

3. Turn customer reviews into opportunities

No matter how hard we take care of our business, we definitely can’t please everyone. One or two complaints will surface but this can be an opportunity for your brand to improve. Most of the customer complaints are delayed shipping and receiving wrong orders. It is crucial to be transparent and forthcoming about any disruptions and why they are occurring.

Infinit-O | Customer Service tips for Ecommerce

A team of customer service representatives will effectively explain why and what’s next about their order. Educating them is key to making them understand any disruptions. This can turn your customers as advocates because most consumers support brands that are honest and emphatic. You can extend your empathy through your customer service team.

As more and more businesses explore online trade, you can bank on a great customer service experience. You can partner with an outsourcing company who can round up a great team of customer service representatives who can communicate your brand well.  Your outsourcing partner can build these teams for you and handle the complexities of order management while you focus on your brand and your business goals.

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. We take pride in our >97% client retention rate and NPS score of 72 demonstrating trust and open communication. Having extensive and profound expertise in ecommerce support, we’re here to help you build a great Ecommerce Support Team who can address your unique needs with up to 70% operational cost savings. You will have access to world-class talent that will be meticulously sourced and screened through our A+ Recruitment process. As your business demands shift, so can your Infinit-O team. Guaranteed operational excellence thru collaborative Service Level Agreements, metrics-intensive performance, and open communication. We are ISO 27001 and 9001 certified, GDPR and DPA2012-compliant, so your company and client’s data are always safe with us. 

Below are some of the experts we can gather for the unique ecommerce needs:

  • Customer Care Representatives (Omni-channel)
  • Chat / Email Support Representatives
  • Social Media Managers 
  • Online Community Managers
  • Technical Support Representatives
  • Website and App Developers
  • Graphic Designers
  • Market Research Analysts
  • Bookkeepers
  • Other CX professionals

Let’s work together to build a great Ecommerce Support Team

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

3 months ago No Comments Views

Digital Forecast: Cloud Management Risks in Remote Work Era

The COVID-19 pandemic isn’t halting businesses to embrace the new state of remote work. Through the power of cloud technology, business continuity has been ensured  helping industries access their systems at home at any time allowing them to thrive in an unsettled time. But since no one saw COVID-19 happening and how fast it became a pandemic,  companies didn’t have sufficient time to fully establish their work set up at home and they swiftly jumped from one cloud technology to another in an attempt to enable remote work sooner.

Because of this unexpected shift, the cybersecurity and IT teams bore the weight of cloud management challenges, data security risks and struggled with under-licensed environments such as free technologies like Zoom, which is now facing increased scrutiny for their privacy and security practices. Although there are many benefits of working remotely felt by both employers and employees such as; flexibility, time-savings, higher productivity, reduced operating costs, fewer geographical restrictions and the reduction of our carbon footprint, the risk in data privacy is a pressing challenge. 

Many industries and organizations are forced to move business data from secured hardwares to the cloud so that employees working remotely can easily access this information at the comforts of their home. Non-IT employees get administrator access and control to high level business data and information that are supposed to be secured. The unavailability of technology options to secure and manage user access and authentication and the actions of employees, may be both intentional and accidental, and can add to cloud management risks.

The Role of the Cybersecurity and IT Industry in Cloud Management

The arising limitations of remote work especially on cloud storage has opened an avenue for Cybersecurity and IT companies to step up in fortifying cloud management and security to effectively prevent data breach at home. But in order to effectively address cloud management challenges, having an adequate number of support teams and talents who can remotely set up and maintain VPN servers, those who know how to utilize Microsoft Windows Server Applications, and who can configure and update necessary active directory, DNS and DHCP records and databases. 

Since companies find themselves utilizing the cloud and working with a number of unexpected and possibly unvetted cloud providers; technology and IT companies must review and update their policies to look for any common challenges that need to be addressed. They also need to have a clear understanding of their role as cloud providers and how they can roll out enhancements to their service. One of the great advantages of the cloud is that service providers can continually update their support remotely. Ensuring any updates are done in a test or non-production environment that will help security and data privacy teams fully assess any risk before introducing the new features to their clients.

But as the demand for technology and IT support increases, there is also a relative surging need for cloud management specialists such as AWS and Azure DevOps Engineers, System and Cloud Administrators and Threat Intelligence Analysts. But because of the growing demand, this could result in a limited pool of on-shore talents. Yet every company is now sourcing these specialists because of the new remote work set up. With hiring limitations in place in this high-priced job market, there is a challenge to scout for the best people to do the job with the limited training period and face-to-face skill transfer. Companies need individuals to put on board without the obligation to teach them the twists and turns of the cybersecurity industry. To put it simply, companies need those who are already experts in the field. 

Infinit-O - Digital Forecast: Cloud Management Risks in Remote Work Era

The Solution

Given that most companies are experiencing an impact in their financial resources because of the crisis, they may be looking for options in delivering their services to the clients while ensuring that they get to save on operational costs. One alternative solution that may be beneficial for companies especially for SMBs is partnering with an outsourcing company like Infinit-O, who can give you access to a team of cloud management specialists. This will help you focus on your client’s satisfaction while your outsourcing partner builds you a dedicated team of System/Cloud Administrators, DevOps Engineers, and Solution Architects with proficient knowledge of various operating systems from Windows to Linux. These teams will help you improve your department’s productivity by ensuring faster response to alerts generated by monitoring systems, quick troubleshooting availability or performance issues on your systems and streamlined approach in providing technical support to your clients via different channels like your preferred ticket system or through  telephone. 

Partnership with Infinit-O

Infinit-O’s mission is to create endless opportunities for your company to realize your full potential. We take pride in our >97% client retention rate founded on trust and open communication. Having an extensive and profound expertise in cloud management, we’re here to help you build a great cloud management team of experts for your unique needs with up to 70% operational cost savings. You will have access to world-class talent that will be meticulously sourced and screened through our A+ Recruitment process. As your business demands shift, so can your Infinit-O team. Guaranteed operational excellence thru collaborative Service Level Agreement, metrics-intensive performance, and open communication. We are ISO 27001 and 9001 certified and GDPR-compliant, so your company and client’s data are always safe with us. 

Let’s work together in building a Great Cloud Management Team consisting of:

  • Systems/Cloud Administrator
  • AWS and Azure DevOps Engineers
  • Windows and Linux Server Engineers
  • Office 365 Systems Administrators
  • DevOps Engineers
  • Solution Architects

With a great team and a partner that understands your unique business needs, you can achieve the goals and vision you have for your company.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

3 months ago No Comments Views

Cyberattacks as Digital Pandemic

The World Health Organization (WHO) did not only report the increasing number of cases on the COVID-19 pandemic but also a significant swell in the number of cyberattacks since the remote work transition, through email scams targeting the general public. Sometime in April 2020, about 450 active WHO email login credentials were leaked online along with others working on the novel coronavirus response. Although the leaked credentials did not entirely put the WHO systems at risk, the attack dampened an older extranet system, used by current and retired staff as well as WHO organization partners.

According to the Modern Bank Heist research, surveyed from 25 CIOS and major financial institutions, 80% of the firms have experienced more cyberattacks which results in an increase of 13% year-over-year. Overall, the pandemic has been connected to a 238% surge in cyberattacks against banks. But because the pandemic has forced everyone to depend on the digital medium, organizations and people are forced to adapt to the current situation and this has made everyone become digitally dependent to maintain normalcy with everyday life despite the risks.

Unfortunately, only 51% of technology professionals and leaders are saying that their cybersecurity teams are equipped to detect and respond to the rising digital pandemic and only 59% are saying that their cybersecurity team has the needed tools and resources at home to perform their job effectively. The proliferation of these attacks may eventually lead to business jeopardy. Luckily, most of these can be forestalled by sound cyber hygiene and training employees on information security to increase their digital vigilance. 

The Role of Technology and IT Companies

remote work, cybersecurity, pandemic, digital

In the wake of this crisis, IT companies can invest in robust email-filtering software, mandatory employee training regarding phishing emails and building a great cybersecurity team that they can outsource from trusted partners.  In addition, companies may want to consider whether they have proper network segmentation given the limited administrative access and credential protocols, which includes but not limited to multi-factor authentication and password management systems. To adhere to this demand, having an alliance with outsourcing partners can help the technology and IT industry to respond accordingly in the digital transformation era.

As cyberattacks continue to mount during this pandemic, many businesses and companies are scouting help from technology and IT companies. The demand for cybersecurity support is as high as the need for medical allies because the pandemic is not just on physical health but also digital health. Hence, there is a need for cybersecurity and IT specialists to address this dilemma. Therefore this industry has a big role to play.

Aside from having ample knowledge on these cyber attacks, the technology and IT industry should expect a surge of technical support needs from different companies as more and more businesses are in need of advanced IT consultancy. Rapid-response support services composed of certified IT professionals and threat analysts that are committed to building and implementing the most effective cybersecurity infrastructure for any businesses is equally important to have.

Partnership and Support

And since most if not all companies are now sourcing these skilled workers because of the new remote work set up, hiring limitations arise. There is a challenge to scout for the best people to do the job with the limited training opportunities and face-to-face skill transfer. Companies need individuals to put on board without the obligation to teach them the twists and turns of the IT industry. To put it simply, those who are already experts in the field. This is where outsourcing companies come in. 

Partnership with Infinit-O

Infinit-O’s aim is to create long lasting partnerships and endless opportunities for your institution while managing the sudden demand for technology and IT support. We render a strong understanding in cybersecurity and cloud management; all utilizing the latest technology to provide excellent value for our clients. We are also ISO 27001 and 9001 certified and GDPR-compliant, so your company and client’s data are safe

We can build you a great team of:

  1. Cybersecurity Specialist
  2. Threat Intelligence Analyst 
  3. System Administrator
  4. AWS and Azure DevOps Engineer
  5. IT Technical Assistant
  6. Information Technology Team
  7. IT Operation Analyst
  8. IT Operation Engineer

All the while ensuring Key Performance Indicators:

  • high level and timely resolution of IT support and services
  • great customer and client satisfaction rating

Key benefits of Infinit-O partnership:

  • Cost Reduction

Expect high quality & productivity with a 70% saving on operational costs.

  • Scalability

As your business demands shift, so can your Infinit-O team.

  • Access to Excellent Talent

Our world-class “A+ Recruiting” process attracts world-class talent.

  • Operational Excellence

Collaborative Service Level Agreement, metrics-intensive performance, and open communication.

  • Trusted Partnership

Have confidence with our >97% client retention rate.

Let’s work together in Building a Great Cybersecurity and Cloud Management Team who can duly respond with the expanding IT needs.

Start small. Exceed expectations. Think infinitely. Think Infinit-O.

4 months ago No Comments Views

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