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How do you integrate customer service with your operation

by SK Dutta 17. February 2015 12:02
Customer service, an often ignored or outsourced service, is key to an organization’s growth and survival. In today's connected world, where prospective customers perform web searches before buying a product, the quality of the service translates to the ability to sell a product. Additionally, customers discuss their bad experience on websites and social networks.



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Small Business Tips

OfficeClip Products Now Offered on AWS Marketplace

by SK Dutta 15. July 2014 15:07
Starting today the OfficeClip suite, consisting of the Customer Relationship Manager (CRM) and HR Management module, will be available on Amazon Web Services (AWS) in AWS Marketplace with hourly and yearly subscriptions.

OfficeClip Suite provides small businesses with the ability to manage customers, employees, and projects with one suite of applications. The software solution provided by OfficeClip under one platform includes Contact Manager, DCAA compliant Timesheet, Expense Management, and Project Tracking and Issue Tracking system. OfficeClip customers enjoy an integrated software experience and can avoid having to acquire and manage multiple products to run their business.

"The AWS Cloud is a secure, scalable, and cost effective platform for our customers. In addition to our SaaS and local installation solution AWS can provide our customers with the benefits of preinstalled software and having full control of their own data." says SK Dutta, President of OfficeClip LLC.

“We are excited to have OfficeClip offer their software with annual subscriptions on AWS Marketplace.  Many customers want the flexibility to purchase software in a way that allows them to forecast expenses ahead of time,” said Barry Russell, Head of Business Development for AWS Marketplace, Amazon Web Services, Inc. “Annual subscriptions on AWS Marketplace enable customers to do that.  With the OfficeClip suite available in both hourly and annual pricing, customers can quickly expand or launch new initiatives without large up-front costs, while taking advantage of material savings for steady-state, long-term workloads.”

OfficeClip will be available in AWS Marketplace in two editions. The basic edition will be free for all AWS Marketplace users, and the enterprise edition can be purchased hourly, or yearly at a significant discount. AWS infrastructure charges apply.

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OfficeClip News

New changes to the OfficeClip Issue Tracker

by imran 17. September 2013 15:54

OfficeClip Issue Tracker software is used by many organizations to keep track of their software issues, bugs and cusotomer support requests. In a recent release of OfficeClip we have made changes to the Issue Tracker View and Edit screens to make them more user-friendly. We have also provided abilities to put the desciption, resolution and comments in the html format.

Issue Tracker Detail Screen

The detail screen of the issue tracker shows a quick view of the issues and notes that are shared by the users and customers. The following changes are made:

  1. Attachments and History are now in different tabs. This makes the screen less cluttered and also provides a way to put more important information in front of the user.
  2. The Status is kept at top right to allow users (who has privilege) to change it.
  3. Only those fields are shown on this screen that has any values associated with it.
  4. Notes can be added directly by the user and customers on this screen.


Issue Tracker Modify Screen

This screen shows up when the user clicks on the Modify button on the detail screen. The following changes are made to this screen:

  1. Status, Assigned to and Regarding fields are now consolidated on the top right of the screen. These are the fields most often used so they are moved to a more visible location.
  2. The Description, Resolution and Comments are now in rich text format allowing users can add html formatting to these text areas.
  3. Attachments and Notes are removed from this screen and moved to the Detail screen

 

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OfficeClip News

Create trouble ticketing system using the issue tracker

by SK Dutta 22. April 2013 18:42

Issue tracker is a part of the OfficeClip suite and provides capabilities for recording, tracking and acting on issues. This article will describe how to use the OfficeClip issue tracker and extranet to create a trouble ticketing system for your internal users and customers.

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OfficeClip Tips

OfficeClip 10 - Updated with New Enhancements

by imran 12. February 2013 03:26

OfficeClip Release 10.1

Welcome to the major release of OfficeClip. In this release we have closed more than 100 issues and also did numerous enhancements. The most important enhancements are given below:

See full release notes here

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OfficeClip News

Issue Tracker: How to Capture Customer Cases via Email

by Admin 19. June 2010 14:53

Web Issue Tracker allows you to publish an email address so that your customers and prospects can report issues to the tracker via email. The following features are available:

  • Email Attachments are converted to documents in the issue tracker and linked with the issue.
  • The subject line of the email is imported to the Title of the issue of the body of the email is imported to the description of the issue.
  • Defaults can be set for the issues created from the email.
  • The scan rate of the POP account can be controlled.

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OfficeClip Products | OfficeClip Tips

How to create a public knowledge base using OfficeClip

by vasantha 2. March 2010 15:21

Have you wondered how you can create a knowledge base using the Web Issue Tracker in OfficeClip? Creating a knowledge base can save you valuable support time by allowing your customers to handle simpler issues themselves without repeatedly answering the same questions. Using the OfficeClip Bug and Issue Tracker you can create a new binder for the knowledge base and then make the binder available to your users at your website.
 
One of the advantages of creating a knowledge base using OfficeClip is that you can make both a public as well as secured knowledge base. The public knowledge base can be kept on your website for anyone to browse. The secured knowledge base can be provided to your customers and partners so that they can use it from a password protected area.

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OfficeClip Tips

Share OfficeClip with your Customers without creating an account

by Admin 15. February 2010 15:18

You may want to share a document with your partner or a timesheet report with your customer but without giving them the OfficeClip login. 
 
OfficeClip Extranet can be used in two modes:

Public Sharing
 
Public Sharing allows you to share information by giving your customers a link. They can then click on the link and get the information. This is useful when you want to share many documents or show a calendar on your website. If, for example, you want to share a document with a partner, you can select the document and the extranet application will then give you a link to be sent to your customer, which when clicked will show the document to your partner.
 
 

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OfficeClip Products | OfficeClip Tips

Small Business - Buy the Best of the Breed or Unified Solution?

by vasantha 31. December 2009 12:07

UNified Solution

As a small business, you can run your business more efficiently using many products that are delivered today via SaaS (Software as a service) or locally installed. For example, you may need to:

  1. Manage your prospects, accounts opportunities and campaigns
  2. Create and send regular campaigns for your prospects and customers
  3. Manage customer support incidents and issues
  4. Track Time worked on various projects
  5. Track how your employees are spending time
  6. Track employee and company expenses
  7. Track internal issues
  8. Share documents with your offsite employees and customers
  9. Invoice customers
  10. Share calendar events and meetings with customers, prospects etc.

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Small Business Tips

Additional layer of security for web-based applications in OfficeClip

by vasantha 14. December 2009 12:20

Security of Web Application

We get a lot of questions about security for many of our applications. This blog attempts to organize all the security features in one place and explains various levels of security.

  • Security between Organizations
  • Privileges using Roles
  • Access Control at various levels

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OfficeClip Products

Building an Online Community: Part 2

by Admin 7. May 2009 09:05
Our first post in this 2-part series talked about the use of forums in buidling an online community for your current and prospective customers. In this post, I will discuss how a blog, together with a forum, can be great resources for small businesses and serve your customers better.

 

Blogs can be used to build relationships with customers, as well as help you in product development by sharing new features and welcoming ideas and feedback from the readers. Blogging can also be used for viral marketing, as the posts can create a number of responses from other bloggers, bringing traffic to your blog and improving your SEO.

 

Blogs can help you improve your operations and this is where running a forum parallel to a blog can really benefit your customers. Blogs and forums can both give support to customers; blogs through the article format and forums more through a question and answer(s) format.

 

Although all the above are true benefits your company can experience from blogging, perhaps the biggest one is the ability to create brand awareness and set yourself apart from your competitors. At OfficeClip, we have chosen to use our blog to help other small businesses become more efficient. We do this by sharing tips on marketing and advertising techniques, technologies and strategies, and by explaining the benefits of our timesheet software, web contact manager and issue tracker.

 

Blogging is a way for us to share what we know and what we struggle with, so that we can help our current and prospective customers. Hopefully, they'll leave comments and suggestions for us too!

 

As far as platforms for blogs, we use www.wordpress.org and this is probably better for a business than www.wordpress.com because we have more control over things like widgets, adding features, changing the design, etc. to fit our specific needs. Also, we get to have our own domain name, which is very important for SEO.

 

Online communities connect us to our customers in ways that most could not have even imagined a few years ago. Building one by being transparent, honest and creative can help you establish your company on the web.

Building an Online Community: Part 1

by Admin 27. April 2009 10:04

This is the first part of a two-part series; we are now focusing on forums and the second will focus on how blogs can help small businesses to build an online community.

So far we have been serving our customers and prospects using direct email, phone and our product knowledge base. We have known for awhile that we wanted to implement a forum, where our OfficeClip customers could discuss their own findings with the software, such as easier ways to use web timesheet or web contact manager, how to set up issue tracker, etc. In effect, we want to create a community for our users so they have some place to go to find answers. This will make their satisfaction with our product even better and allow us to easily look to the conversations to see what we are doing well and where we need to improve. Additionally, prospective OfficeClip users can look to the forum to gather their preliminary information and talk with current users about their experience. This does put pressure on us though, because we want the word-of-mouth comments to be positive!

Our next step was to find a forum for us to implement. While researching for an online support forum, we found that there are many inexpensive and open source forum products out there. To my surprise the free and open source are almost as good as the paid ones.

We selected the YAF (Yet Another Forum) to implement our support forum. The advantage of being open source is that we could make some minor tweaks to the source code to make it work exactly like what we want.

When using open source, it is important to remember that developers of these open source programs need to be supported through donations (many of them have donation links on their website) or contributing to the open source product (if you are a developer and want to add more features to the product).

Please visit our OfficeClip Forum, let us know what you think and let us know if forums are working for your business. And if you like our community and want more discussions, follow us on Twitter, too!

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