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Hotline is your customers’ emails, calls, and texts in one digital feed

(Tech News) Hotline cuts through the clutter of dealing with customer emails, calls, and texts by placing them in a single digital feed so you can easily manage them.

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Hotline streamlines your customer service process

Hotline is a communication organizing app, aimed at collecting customer communication that is all-too-often lost across email inboxes, desktop and mobile voicemails, as well as through CRM, customer support, and project systems. Hotline introduces a three-step process to simply communicating with customers. You only have to complete these steps once, Hotline does the rest.

What makes Hotline different than other customer service apps? The answer is in the first step: each of your customers receives a custom email address and phone number. Inbound calls, texts, and emails are automatically routed to the appropriate team and replies are threaded, regardless of their medium. This gives team members access to the entire communication history, without searching through tickets or files trying to match up data.

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Instead of peering email, Hotline shows you what is important and assigns it accordingly, allowing you to read less and do more. Hotline bases escalation on business rules and the message’s sentiment. In the second step, you can assign items to team members based on escalation, allowing you to assign personnel more efficiently because Hotline’s alerts let you know when something is important and needs to be handled immediately. If you receive one of these alerts on-the-go, you can reply via email, phone, or Hotline’s mobile web app.

How Hotline makes the magic happen

Hotline uses a proprietary semantic algorithm to identify positive and negative messages through Natural Language Processing and then rates each inbound message to ensure that your customer’s urgency is not lost in the clutter of using multiple platforms. In the third step, it analyzes semantics to identify opportunity based on custom keywords that you define; these rules and thresholds will then escalate High Positive, High Negative, and Sales Opportunities.

You can use the Hotline to view and measure sentiment, responsiveness, and message volumes, by customer, team or individual. This allows you to not only manage your customers more effectively, but also ensure you have set the correct rules. Hotline also works with your existing email provider, VOIP or PBX phones, desktop and mobile devices. It will simply route and analyze everything that comes in and out, then using the rules and alerts you set, plus Hotline’s algorithms, optimize your customer service efforts.

Optimize your team, set up a help desk

Hotline can optimize your existing customer service team, but it can also serve as a help desk for small businesses that would otherwise not have a helpdesk-type option. Hotline offers a way to sync customer service across several mediums, using a single tool.

The only issue I see with routing your customer service through Hotline is that it does not state how each number is assigned. For instance, say you have two separate projects running with the same company and the same email addresses; you would not necessarily want these two projects threaded together. But perhaps you have the option to address this when you set your rules. Other than this issue, the Hotline platform has the potential to reduce the amount of time spent searching and responding to customer inquiries.

Jennifer Walpole is a Senior Staff Writer at The American Genius and holds a Master's degree in English from the University of Oklahoma. She is a science fiction fanatic and enjoys writing way more than she should. She dreams of being a screenwriter and seeing her work on the big screen in Hollywood one day.

Tech News

Australia wants Facebook and Google to pay media royalties

Australia seeks to require Facebook and Google to pay royalties to media companies for use of news content on their platforms.

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Australia is in the process of requiring tech giants, Facebook and Alphabet, to pay royalties to Australian media companies for using their content. Australian Treasurer Josh Frydenberg announced the move the day after the US Congressional antitrust hearing that put the CEOs of Facebook, Alphabet, Amazon, and Apple back in the regulatory spotlight.

In addition to the pressure from the United States investigation into market control by these companies, global leaders are calling for similar regulations. Though none have been successful, media companies in Germany, France, and Spain have pushed for legislation to force Google to pay licensing fees to use their news content. Some companies have been pushing for this for years and yet, the tech giants keep dragging out their changes, even admitting their actions are wrong.

In 2019, the Australian government instructed Facebook and Google to negotiate voluntary deals with Australian media to use their content. The Australian government says the companies failed to follow through on the directive, and therefore will be forced to intervene. They have 45 days to reach an agreement in arbitration, after which the Australian Communications and Media Authority will create legally binding terms for the companies on behalf of the Australian government.

Google claims the web traffic that it drives to media websites should be compensation enough for the content. A Google representative in Australia asserts that the government regulations would constitute interference into market competition – which would be the point, Google!

According to a 2019 study, an estimated 3,000 journalism jobs have been lost in the last decade. The previous generation of media companies has paid substantial advertising fees to Google and Facebook while receiving nothing in return for the use of its news content. Frydenberg asserts the regulatory measures are necessary to protect consumers and ensure a “sustainable media landscape” in the country.

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Tech News

Onboarding for customers and employees made easy

(TECH NEWS) Cohere enables live, virtual onboarding at bargain prices to help you better support and guide your users.

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Web development and site design may be straightforward, but that doesn’t mean your customers won’t get turned around when reviewing your products. Onboarding visitors is the simplest solution, but is it the easiest?

According to Cohere–a live, remote onboarding tool–the answer is a resounding yes.

Cohere claims to be able to integrate with your website using “just 2 lines of code”; after completing this integration, you can communicate with, guide, and show your product to any site visitor upon request. You’ll also be able to see what customers are doing in real time rather than relying on metrics, making it easy to catch and convert customers who are on the fence, due to uncertainty or confusion.

There isn’t a screen-share option in Cohere’s package, but what they do include is a “multiplayer” option in which your cursor will appear on a customer’s screen, thus enabling you to guide them to the correct options; you can also scroll and type for your customer, all the while talking them through the process as needed. It’s the kind of onboarding that, in a normal world, would have to take place face-to-face–completely tailored for virtual so you don’t have to.

You can even use Cohere to stage an actual demo for customers, which accomplishes two things: the ability to pare down your own demo page in favor of live options, and minimizing confusion (and, by extension, faster sales) on the behalf of the customer. It’s a win-win situation that streamlines your website efficiency while potentially increasing your sales.

Naturally, the applications for Cohere are endless. Using this tool for eCommerce or tech support is an obvious choice, but as virtual job interviews and onboarding become more and more prevalent, one could anticipate Cohere becoming the industry example for remote inservice and walkthroughs.

Hands-on help beats written instructions any day, so if companies are able to allocate the HR resources to moderate common Cohere usage, it could be a huge win for those businesses.

For those two lines of code (and a bit more), you’ll pay anywhere from $39 to $129 for the listed packages. Custom pricing is available for larger businesses, so you may have some wiggle room if you’re willing to take a shot at implementing Cohere business-wide.

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Tech News

Smart clothing could be used to track COVID-19

(TECH NEWS) In order to track and limit the spread of COVID-19 smart clothing may be the solution we need to flatten the curve–but at what cost?

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When most people hear the phrase “smart clothing”, they probably envision wearables like AR glasses or fitness trackers, but certainly not specially designed fabrics to indicate different variables about the people wearing them–including, potentially, whether or not someone has contracted COVID-19.

According to Politico, that’s exactly what clinical researchers are attempting to create.

The process started with Apple and Fitbit using their respective wearables to attempt to detect COVID-19 symptoms in wearers. This wouldn’t be the first time a tech company got involved with public health in this context; earlier this year, for example, Apple announced a new Watch feature that would call 911 if it detected an abnormal fall. The NBA also attempted to detect outbreaks in players by providing them with Oura Rings–another smart wearable.

While these attempts have yet to achieve widespread success, optimism toward smart clothing–especially things like undershirts–and its ability to report adequately someone’s symptoms, remains high.

The smart clothing industry has existed in the context of monitoring health for quite some time. The aforementioned tech giants have made no secret of integrating health- and wellness-centric features into their devices, and companies like Nanowear have even gone so far as to create undergarments that track things like the wearer’s heart rate.

It’s only fitting that these companies would transition to COVID assessment, containment, and prevention in the shadow of the pandemic, though they aren’t the only ones doing so. Indeed, innovators from all corners of the United States are set to participate in a “rapid testing solutions” competition–the end goal being a cheap, fast, easy-to-use wearable option to help flatten the curve. The “cheap” aspect is perhaps the most difficult; as Politico says, the majority of people have a general understanding of how to use wearable technology.

Perhaps more importantly, the potential for HIPPA violations via data access is high–and, during a period of time in which people are more suspicious of technology companies than ever, vis-a-vis data sharing, privacy could be a significant barrier to the creation, distribution, and use of otherwise crucial smart clothing.

There is no denying that the Coronavirus pandemic has accelerated, among other things, technological advancement in ways unseen by many of us alive today. Only time will tell if smart clothing–life-saving potential and all–becomes part of that trend.

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