How to Improve Your Customer Service in 2018

The New Year has finally arrived, and with it comes an increasing demand to satisfy the growing needs of tech-savvy customers. In today’s digitally-connected world, your clients expect to interact with your business through a range of diverse channels, from instant messaging to an audio call.  

If you’re not equipped with the right resources and personnel to meet their expectations, then you might risk losing valuable custom, and profits. In fact, 78% of customers abandon a transaction due to poor customer service.  

The good news is that if you can equip your IT stars with the right technology in 2018, you can set your company apart from other competitors in the marketplace. This can translate to bigger sales, stronger connections with your target audience, and better brand loyalty.  

So, where can you begin? 


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Step 1: Understand your Audience with Data Analytics 

Data analytics is more than just a buzzword for marketing automation technicians. The more information you have about your sector, chosen market, and the buying journey your customer go through, the more you can adapt your strategy to suit the needs of crucial big-spenders.  

Making the most of big data might mean accessing the support of a specialist recruitment agency so that you can find a data specialist for your organisation. On the other hand, you may need to invest in new technology to make gathering and analysing information more manageable for your existing team.  

Ultimately, the information you collect will be the key to identifying customer pain points, discovering the solutions your clients need most, and producing a better range of products and services.  


Step 2: Upgrade Your Team to AI 

Investing in artificial intelligence (AI) for the age of customer satisfaction doesn’t mean replacing all your technicians with robots or chatbots. Instead, it’s about selecting the machine learning solutions that will support your sales experts, and deliver better satisfaction to your customers.  

For instance, many of today’s consumers feel frustrated when they phone a service line, just to be passed between various support agents who ask them to repeat their issue several times. Artificial intelligence solutions today can gather information about a customer before an agent ever answers the phone. With the help of an automation expert, your AI can then instantly direct each call towards the representative best suited to handle a specific problem.  

With the development of things like natural language processing and sentiment analysis, new AI strategies can even evaluate customer tone of voice and warn you if they’re beginning to feel upset or frustrated.  


Step 3: Deliver an Omnichannel Experience 



Today, hiring the perfect customer response team for your technology business is about more than looking for experts who know how to answer the phone, and respond to queries in person. Today’s service agents must be equipped to handle complaints and conversations on a collection of channels, all the way from mobile to social media.  

If you don’t have enough people in your staff to respond to every query on your website, over the phone, and via email, then it may be a good idea to invest in chatbots as an alternative solution. Bringing robotic applications into your organisation might mean that chatbots handle more of the admin associated with serving customers. This means that your sales employees have more time to focus on the issues that demand their attention.  


Step 4: Align Service and Sales 

As more businesses recognise the importance of excellent customer experience in their differentiation strategies, they also begin to notice the problems that come with separating different groups in the professional space.  

In the past, sales and service teams have operated in separate silos, rarely working together to streamline the buying cycle. However, the development of new technologies might mean that bringing your staff together leads to a better contextual experience for your customer. For instance, if your sales team provides your service team with knowledge about a client’s buying patterns, an agent might be able to suggest better solutions to that individual’s problems during their next conversation.  

Your Salesforce expert may be particularly useful in helping you bridge the gap between support and sales.  


Step 5: Empower your Customers 



Finally, today’s customers no longer need agents to hold their hand throughout the buying process. Companies are selling to a generation of “digital nomads” who feel comfortable interacting with AI and serving themselves through automated checkouts.  

While your clients expect 24/7 support from your organisation, that doesn’t mean that they want to call your contact centre at 2am is just to troubleshoot an issue. Instead, most consumers would prefer to access digital self-service strategies, complete with FAQs, automated chat bots, and instant messaging services.  

As your investors become increasingly independent, it’s essential to ensure that you have the right staff on hand to support their journey. However, you’ll also need to invest in the technology that allows your shopper to serve themselves too.  


Resource On Demand is Europe’s first specialist Salesforce Recruitment Company. We assist the world’s leading organisations to grow their technology teams. Supporting companies to fill roles that span across digital marketing, marketing automation, Human Capital Management, CRM system management, software testing and Salesforce.

The team at Resource On Demand have access to an extensive database of key talent, registering over 8000 professionals each year. To find out how we can support you call us on +44 20 8123 7769 or

What Future Job Skills will be needed to survive in a Machine automated world?

Artificial Intelligence and Machine Learning are the buzzwords of the moment. We hear about self-driving cars and a world of automation where chatbots run call centres and respond to customer queries. Much of this technology is new to the marketplace, but predictions are that these are only the start of things to come. So where does that leave people just entering the job market? What future career prospects will our children have, and how can we prepare them to have the future job skills needed to survive in a machine dominated future?

The difference between Humans and Machines

There are many things that machines can do much better than humans, like search vast volumes of data and make mathematical calculations. But their abilities are governed by one major factor – rules. Machines work on programming and predictive learning based on historical data. If new factors come into to the mix, they are ill equipped to manage them.

Humans on the other hand are highly adaptable and can apply knowledge creatively to find solutions to new problems. This type of problem solving ability is what will be the key to humans continuing to add value in the workplace. As much as we’d like to think modern lifestyles are easy to control, plan for and schedule, there remains a high level of unpredictability to life. In addition there are many work sectors in which it will be hard to replace humans with machines. These are the things to be taken into consideration when teaching our children future job skills.

Future Job Skills lie in Human Value:
There are several types of jobs that require strong interpersonal skills and this is not something that machines can’t easily mimic. Think of social professions such as psychology or emergency services, for example.

In the event of an accident, natural disaster or fire, no one can fully understand the situation until they arrive on scene. Additionally as the situation unfolds, circumstances can change. Patients may respond well to treatment or not, what was a stable and safe environment on arrival can quickly become unsafe. Only humans can effectively manage such circumstances because they have the knowledge and instinct to be able to make decisions and adapt according to the circumstances. This highlights an important future job skill: The ability to think on your feet and adapt knowledge and decision making to changing circumstances.

A second important future job skill is visualisation and planning – the ability to create perspective, design, create and coordinate ideas so that they become reality. Architects, engineers, even graphic designers and advertising agencies require human creativity and this is a skill worth developing. Machines may be able to take over many tasks, but it is still human thinking that envisioned them doing that in the first place. Creativity, design, and engineering are important future job skills that humans do best.

Nature and nurture – there is a limit to how much we (or machines) can control the natural world and because of that there will always be opportunities for humans to step in and make a Future job skillsdifference. The environment remains constantly in flux. One only has to view the ever changing weather patterns to see that. As much as we’d like to use equipment to predict what will happen, in the end, nature remains unpredictably in control.

Careers involved in the environmental sector will rely on human expertise from conservation, through to legal management and control as well as the field of medicine. Despite advances, new bugs and diseases consistently appear and old viruses re-emerge, stronger than ever. The human body responds individually to treatments with emotional and mental influences proving to be just as important as physiological factors. As a result, humans will remain valuable in the field of natural sciences. Related future job skills may include scientific knowledge and study, social skills, legal skills as well as management and understanding all varieties of interlinked ecosystems.

Business and economics is another field that remains largely unpredictable. While markets may be manipulated and influenced, consumers react of their own accord, and because they are human the outcomes can never truly be certain. Take last year’s Brexit vote for example. Nobody thought the result would be “no”, and economic predictions based on that result were ominous. Yet many of those fears have proven to be unfounded. While certain sectors took a knock, others have shown to be resilient, growing exponentially despite conservative economic movements. Business thinking, particularly in the entrepreneurial realm will remain important future job skills, as well as that of managers, analysts and economists.

In the future there will be many opportunities to work with machines to achieve better outcomes, and there will also be careers and areas of expertise that will remain firmly in human hands. Rather than fear machines and the impact they may have, the most important future job skills may involve using instinctive human potential to think creatively and seek out opportunities even where there appear to only be challenges.

Resource On Demand is Europe’s first specialist Salesforce Recruitment Company. We assist the world’s leading organisations to grow their technology teams. Supporting companies to fill roles that span across digital marketing, marketing automation, Human Capital Management, CRM system management and, Salesforce developer, Salesforce consultant and Salesforce admin jobs.

The team at Resource On Demand have access to an extensive database of key talent, registering over 8000 professionals each year. To find out how we can support you call us on +44 20 8123 7769 or

How Artificial Intelligence will impact today’s business

The real strength of Artificial Intelligence lies in its ability process large and complex amounts of data far more effectively than humans. It enables repetitive tasks to be automated and seeks out more efficient ways to sort out and process information – and then make it more easily available to its human counterparts.

With this in mind, we’d like to look at specific challenges faced by job seekers, employees, hiring managers and HR departments and look at ways in which artificial intelligence can make people’s lives easier.

HCM Technology making the screening process easier

It’s well known that many job seekers apply for jobs they really aren’t qualified for. This makes the initial screening process very time consuming for recruiters as they sift through hundreds and sometimes thousands of CV’s and applications to find a pool of suitable candidates to move forward with.

By analysing applications, Artificial Intelligence can seek out key words that align with the job specifications and create a shortlist for recruiters to review in more detail. It can also send immediate notification to the applicants notifying them if they have been successful in getting through the first phase of screening.

Using Artificial Intelligence to enhance Candidate Engagement

AI assisted HCM technology such as SuccessFactors can be used to engage with candidates both during the recruiting the process and after they are hired, freeing up managers for more complex tasks. Part of this can be scheduling follow ups with the candidates, getting them to provide feedback on the interviews and the new job experience. This data can then be analysed to provide valuable information on ROI and attrition reflecting how effective the recruitment process is.

While personal onboarding training is valuable, the volume of information can be overwhelming. Artificial Intelligence can be used to engage with new hires to reinforce learning, find out where they might need help and provide additional resources to support the onboarding process.

Customised learning

When hiring for a specific technology, training can be customised to not only the technology, but also to the candidate’s preferred learning style. Through analytics it can be determined what type of training suits different people and the presentation or teaching method can be adapted accordingly. This is especially useful for e-learning programs.

Employees can also have the freedom to advance their personal knowledge by opting in to additional training programmes and this information can be recorded in the HR database. This information can be useful when looking to promote internally or conduct performance reviews.

Artificial Intelligence supporting HCM Technology

Basic HR tasks such as managing leave, salaries and employee benefits can be supported by AI by incorporating Chatbots to answer basic queries or provide more detailed information from aSuccessFactors Artificial Technology company database.

Scheduling is another area where Artificial Intelligence can enhance workflows, by checking calendars and emails, multiple diaries can be co-ordinated for interviews and meetings and booking conference or training rooms.

Employee Evaluations & Customer Data

Artificial Intelligence provides analytical tools such as voice analytics which can be used to improve multiple areas of operations from customer queries through to technical issues. By analysing incoming customer calls, key problem areas can be quickly identified and company resources can be diverted to solve the issue quickly and efficiently.

In customer contact centres, voice analytics can be used to analyse agent calls and establish where there may be gaps in support or knowledge. Instead of managers having to listen to hours of calls, voice analytics can flag only key calls which managers can then listen to in depth.

Operational support and enhancements

The power of Artificial Intelligence is to be able to integrate with a number of industry technologies and through complex algorithms, help manage processes or provide detailed analytics that can be used to support business functions.

Artificial Intelligence is already being incorporated into SAP’s SuccessFactors to help flag potential bias in tasks such as performance reviews or job applications. As AI advances it’s likely to be incorporated into more HCM Technology to help improve company efficiencies.

While many employees have concerns that they may soon be replaced by robots and automatic processes, there are as many work opportunities within these emerging technologies. Data programmers and analysts will be needed and there is still a massive shortage of skilled people in this field. Furthermore, the primary focus of AI at this stage appears to be on assisted management and decision making rather than looking for ways to replace employees entirely.

The many benefits that Artificial Intelligence can provide businesses and the increasing array of applications means it is here to stay. And it is likely to grow into a highly technical and advanced field of business. Embracing the technology can enable businesses to increase their competitive advantage, and for job seekers to enhance their future career prospects.

Resource On Demand (ROD) is Europe’s first specialist Salesforce Recruitment Agency. They were founded in 2007 and are highly respected across the entire Salesforce ecosystem. Their specialist areas of recruitment include; Salesforce (SFDC); digital marketing and marketing automation technologies, which include Eloqua, Marketo, ExactTarget and Pardot; Human Capital Management (HCM) technologies such as Workday and SAP HCM and SuccessFactors. For more information contact ROD on or on 020 8123 7769.