Blog Archive

Blog posts for October 2016

How to keep your customers happy

business.jpgImage by citirecruitment

We all want a product that requires as little customer support as possible, but things never go as planned. Those times, when your company needs to provide professional assistance in a matter of minutes, can make the difference between a rising star and an average company.

Think about it from this perspective. You hate being put on hold for more than 5 minutes, right? You definitely hate being sent from one support agent to another due to lack of knowledge, right? Well, almost 80% of the interviewed people think the same and consider these reasons good enough to make them take the business elsewhere.

Don’t drive your customers away

According to a study conducted by Accenture, 80% of the customers who switched providers due to poor service said that they could have been retained if the first contact with the company was leading towards a resolution. This trend definitely doesn't seem to stop spreading as the current generation of millennials are known to be very picky in terms of assistance and quite skeptical on spending money when poor reviews are out there.

Another concerning trend for the customer support departments is the brand loyalty which is decreasing considerably from one year to another. Customers don’t wait for you to be reactive to their needs, instead they keep an eye open for better offers. Look on the bright side. If you are proactive when it comes to customer support, you will have a significant competitive advantage that can help you increase sales. You only need to be there, ready to welcome unsatisfied users.

There is always a solution

I know you've heard that one before. It’s always easier to say what needs to be done, but it’s way harder when you need to come up with a solution. This is why I’m going to present you a winning combination.

We can all agree that technology is everywhere nowadays. Even the customers know that and expect you to be online. Phone calls and emails might still work, but for how long? As said before, the proactive companies will rule the market. Prepare yourself and don’t be caught by surprise.

The most cost efficient way to provide fast, proven to work solutions and quit redirecting people from one agent to another is by implementing a knowledge base. Let me explain you exactly what I mean.

XWiki Knowledge Base for Customer Support

When a customer gets in contact with you, he expects quick and professional customer support offered by an experienced agent. Nothing hard to image, but in order to provide that you have two options:

  • Train all your agents to offer cutting edge technical support which costs both time and money, but let’s be honest, there will always be the risk of investing money in the wrong employee. Following this path, when your company evolves and needs more support agents, you will have to pay exponentially for their training.
  • Implement a knowledge base where all your agents can search for previously signaled issues and check the solution provided then. This does not only let your company grow without any concern in this area, but also takes less time for a solution to be found.

XWiki provides a state of the art Knowledge Base specifically developed and tested to meet the most exigent needs in terms of solution storing. Ranging from bringing structure to your data, to real time collaboration, XWiki Knowledge Base can do it. You can give a try to the cloud version by accessing XWiki.com, but if you really need something custom, we can do that too. Give us a sign and we’ll reply in no time.

George Nikolic

Marketing Specialist @ XWiki

Intranets: How they help your business?

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Image by geralt

Once with the expansion of a company, a lot more variables come into the equation. Starting from needing extra funding to developing an adequate organigram, managers need to find ways to prevent organisational silos while keeping the productivity and efficiency on a high level.

One of the most reliable choices is to implement an intranet. You might ask yourself what is an intranet? So let me explain this concept.

An intranet is any closed network created using web platforms and accessed only by the employees of a company. It enables them to create content and manage documents while developing the organisational culture.

Ok, now that we’ve got that straight. Let see what an intranet is good for.

Concerning trends are slowly rising

An incredible 96% of the interviewed executives say that the lack of communication and collaboration is why businesses fail in the first place. Sure, we can always say that the global economy is shredded, the market is over-saturated and there is no competitive advantage to be found, but all those are just consequences of poor collaboration and communication.

Another rising trend is the fact that millennials are slowly becoming the majority of the working force. Known as the generation with the lowest level of brand loyalty and a reasonably high level of skepticism, they always keep an eye out for better opportunities. Keeping them motivated is one of the hardest tasks a manager might have.

A study conducted by the Institute of Internal Communication reveals that 39% of the interviewed employees said that their organisations have a low level of communication and this fact slowly reduces their motivation. Connecting the dots, I think we can all see where this is going. Let’s just make this clear: Managers need to ensure that companies are focusing on collaboration to avoid a high staff turnover and improve the ROI.

You are not alone!

It is crucial to develop an intranet developed by a company with years of experience and great customer support. Moreover, the Project Manager that will take great care of your project from the first time you contact the company until the implementation process ends, has to be a professional with broad technical experience and knowledge.

XWiki has them all: performant platform, long experience, knowledgeable project team and personalised methodologies. With more than 10 years of experience and numerous references, XWiki has been a trusted companion to many companies looking to invest in collaboration and communications software.

A powerful intranet

In all these years, XWiki has developed a platform able to support a wide range of necessities and help professionals better interact and share valuable knowledge. Being available in no less than 25 languages, makes XWiki the best choice for international companies as enables them to personalise the platform depending on the location of their offices. Moreover, it has proved in numerous occasions to be a highly flexible solution by allowing any user to connect to a centralised platform anywhere there is an internet connection.

Given the customisable nature of the platform, XWiki comes with all the applications that are important for your organisation. You can check our former custom projects by downloading Afcen’s business case or Aelia’s business case. If you need something even more personalised, feel free to contact us or see our methodologies.

George Nikolic

Marketing Specialist @XWiki

XWiki Research Team and OW2 working on an improved Realtime Collaborative Editing extension

OW2 and XWiki are proud to announce that we are working together to deliver an improved Realtime Collaborative Editing extension in XWiki. While Google Docs with its realtime collaboration feature has become a significant part of the modern paperless office, Enterprises in Europe and around the globe are becoming increasingly wary of Google's off-shore data retention and privacy policies. ...

This is why email chains are not productive!

You know those endless email threads that are constantly getting even longer and harder to follow? Or those times when you have a brilliant idea, but an email thread takes your inspiration? Well, I know those situations too. And I can’t say I like them very much.

We work in a business environment based on communication and collaboration like never before. It is mandatory for information to reach all corners of a company starting from suppliers and ending with the clients in order to have efficient processes. This takes time and every year gets harder and harder to keep track of all those documents that you talked about a few months back. Yes, those quarterly reports that you get pissed off looking for.

Don’t worry! It’s not just you. Did you know that the average employee is losing around 28% of his working week by responding and reading emails? Does it sound surprising that half of those emails barely deserves his attention? And how about the average 64 seconds that takes him to get back to work after each email?

If you think this is acceptable, let’s put it in context then.

Taking into consideration that the average working week has 40 hours and around 28% is spent on emails, that results in 11 hours of low-value , time consuming activities per week. Thinking that on a day, we exchange around 47 emails per person, we end up with a total of 205 billion emails worldwide.

Moreover, only 38% of the average inbox contains important information while the rest of 62% is pure distraction. These facts linked to the 64 seconds average recovery time results in an average of 8 hours of lost productivity per week. That’s an entire working day lost on low-value tasks!

Still not convinced?

Think what you can do with almost 8 extra hours per week: work one less hour per day; have more team building meetings; get to know your colleagues or even allow longer breaks. These are just some ideas that will definitely increase the motivation of your team.

Want to increase motivation? Then increase the productivity and the ROI will shortly follow. But how can you do that? What makes emails so special?

The first thing crossing my mind is the one-to-many communication capabilities, but other solutions offer it too, and even in a more efficient way. Sending documents and media? Try searching for an old thread without getting frustrated.

Work smart, not hard.

Remember those solutions that I was talking before? XWiki is one of them. It can be described as a centralised platform allowing anyone to keep track of a public discussion, comment, share documents or even vote. And the best thing is that you can customise it to exactly fit your needs.

Take a look on these simple ways to increase productivity while keeping your team motivated! For any questions that you might have, don't be shy and contact us! Or even better, you can give it a go and try out these functions yourself by creating a demo cloud instance!

Use comments instead of email replies. 

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Use polls to find the overall opinion on a specific matter.

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Attach easy to access documents instead of posting them in endless threads.

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Everything is easier when you use a collaborative platform!

George Nikolic

Marketing Specialist @ XWiki

Open Source Summit 2016

XWiki SAS will participate to the Paris Open Source Summit 2016 edition, from the 16th to the 17th of November at "Dock Pullman", La Plaine Saint Denis, France. 

XWiki SAS's booth will be located in the OW2 Village in C18-D19. You are welcomed to join and meet our team here, wether you want to talk about Open Source or get a demo of the latest version of XWiki Enterprise. ...

XWiki at PhD Talent 2016

2016 could not pass without XWiki participating to the PhD Talent event!

On Friday, October 21st, part of the XWiki team attended enthusiastically the 2016 edition of the event! 4 XWikiers: Caleb and Aaron from the Research team and Diana and Cristina were present at Le CENTQUATRE-Paris, met and discussed with the PhD students and graduates with different backgrounds. 

The discussions focused around the Open Source values and principles, around XWiki and the opportunities inside our Research team: R&D Engineer and Junior R&D Engineer, as well as around the PhD students and graduates background and professional paths.

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We were happy to meet such great persons! Thanks to the ones that came and discussed with us and, of course, to the organisers for the event!

Employee Development - Easier than ever!

Employee Development is still an area that needs more investments from companies to ensure higher ROI and better performances. Supporting the employees in discovering their career paths does not only impact the individual, but also the organisation. Often perceived as a bureaucratic action, the consequences of poor employee training results in lost revenue and inefficient talent acquisition.

Your competitive advantages, from a HR point of view, are strictly related to the type of rough talent you have in your team. You can always use the Myers–Briggs Type Indicator to get a few insights on the psychological preferences of your employees in terms of team roles, but the necessity of polishing that rough talent is absolute mandatory. Nobody can expect a newly employed individual to reach the corporate objectives if he has no idea how to or has no support to do so. Therefore, at XWiki, we are very supportive when it comes to Employee Development.

Here are a couple ideas that we use:

Mentoring

It doesn’t matter what size your company is, the only important thing is your will to provide support to those newly employed individuals. Mentoring or coaching sessions are one of the best ways to know what are the key strengths of a new employee. Furthermore, it’s easier to communicate the expectations and explain the level of quality you are looking for when you interact on a one-on-one basis. You can schedule these sessions using the meeting extension.

The application offers a calendar view helping you to overview the entire week and easily manage the upcoming meetings. If you want to see more details about a particular session, you simply click on it and find every piece of information there is about it. 

This is how we manage the meetings
Click on the image to enlarge

On-boarding

We use on-boarding sessions to provide the new employees, the knowledge, the skills and the general feeling perceived as necessary to smoothly integrate. The HR department makes the general introductions, followed by a meeting with the department leader and the other colleagues.

This is the time when a new employee gets a deeper insight on the company's organisation, the way of working, internal rules, practical information, as well as on the expectations we have. We use the calendar view to be able to avoid any conflicts.

We use the calendar view to have an overview of the day, week or even month.
Click on the image to enlarge

Technical training

As XWiki is a complex technical software, we need all of our employees to have a basic level of tech understanding. In order to understand the general activities each department performs, the employees are encouraged to participate to different training sessions (either training related to the tools that we use or the ones related to the XWiki solutions).

A detailed view of the meeting application is being use so that we can have a structured, time efficient meeting and check all the details concerning it.

Find out the structure of the meeting or any other details
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Coping with a high amount of data that comes from the employee development process becomes easy with XWiki. The best solution is to drop the conventional ways and use the versatile character of XWiki.

By adding applications from the store or create our own with App within Minutes, we are able to efficiently store candidates’ information, meanwhile analysing the progress of the current employees.  We are glad to be able to take decisions based on solid facts which improves the quality of the work and the overall morale in the organisation.

Since the beginning, XWiki has been designed to satisfy a wide range of needs. The question is how do you use or plan on using XWiki to meet your HR needs?

George Nikolic

Marketing Specialist @ XWiki


CLICK ON THE IMAGE

 We use the calendar view to have an overview of the day, week or even month

CLICK ON THE IMAGE

 We use the calendar view to have an overview of the day, week or even month

This is how we manage the meetings

Click on the image to enlarge

This is how we manage the meetings

Click on the image to enlarge