Month: October 2020

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Winklix’s Frontend Development History

Winklix's Frontend Development History

Previous year, the Frontend Web Development Team of ours shed the habit of using Ruby. So, the obvious question is: which is better? Vue or Angular? Simply identify the one we chose as our frontend language.

In the past, many of our projects got built on Ruby. Without a shred of doubt, during its heydays Ruby happened to be a much sought-after language every developer wished to work with. However, years later after spending a lot of time on legacy projects, we came to a conclusion that as a company we should leave the Frontend and strive to raise our standards in terms of speed. The frontend team had personally experimented with several Javascript frameworks from various client projects, We saw the rapid transformation of these frameworks in a short span. Hence, it was apparent that to develop projects at huge scale we should familiarize ourselves with these frameworks.

VUE VS ANGULAR: OUR Needs

Being a tiny team, we required something properly documented and we could get familiar with ease. While testing Vue vs Angular, we needed to find something that was very familiar, as we would be working in an agile way. We desired a framework that enables us to develop working prototypes quickly. Having undertaken certain internal projects with Angular in the past, we came to a conclusion that Angular and React would suffice. We desired Angular as it satisfied our usual needs and also gave us the confidence that we could develop prototypes in CodePen and import them into our codebase easily. This looked impossible for us.

The issues regarding Angular

We built some humongous projects, such as Omstars and Keetoo, with Angular applications that we expanded from a mini working prototype to applications having zillions of monthly users. These are what we came to know all along.

Angular Show

Angular comprises certain performance-related hiccups and there are a lot of efforts needed to increase your project performance. But, the efforts are something which no one should comprise while building apps. For example, refrain from taking recourse to the ng-repeat directive or restricting your use of binding.

Two-Way Data Binding

This happens to be something I first thought would be revolutionary while building apps. A constant check regarding the $scope variable (data that can be utilized from anywhere in the project) and watcher in the DOM can be done when users go through your application. This check is enrolled with user events (such as click, scroll, key etc). It must be noted that this has had a profound impact on the page loading time.

Shifting to Vue

After consuming a few weeks for research and to compare frameworks (Angular2, React & Vue) and also developing some internal apps with React and Vue, we came to a conclusion that Vue, the framework, is simply meant for us. Given below are the reasons that prompted us to go for Vue.

The VUE Capacity

Vue’s performance is unarguably several notches better than Angular. Vue gives the project in the virtual DOM which is certainly quicker than the digest cycle in Angular (two-way data binding).

HTML AND CSS Expertise

All Frontend Developers need to familiarize themselves with HTML and CSS prior to dealing with other languages or frameworks. While operating on Vue you feel a bit of Deja vu which is hardly the case with what other frameworks provide. The knowledge we gained from HTML and CSS held us in good stead while moving to Vue.

A Convenient Learning Expertise

The last but not the least was how easier Vue was for us to get familiar with and this happened majorly due to the robust documentation and the community. As we built the internal applications with React, we got to know that it was very tough to get the basics right, however, with Vue, the documentation happened to be riddled with small code examples to enable you to go through every step along the way.

Vue VS Angular: The Finale

We at Winklix will be continuing our journey with the Vue because as a team we have invested a lot on it. Along the way, as we strive to make internal tools and undertake client projects we would like to share our progress as well. We have got a lot of things to talk about the Vue also. In our next rendezvous, we will be explaining how to establish a Vue project for the first time.

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Powerful ways to convert and retain app users through personalization

Powerful ways to convert and retain app users through personalization

There are 4.5 million apps on leading app stores and this only proves that the competition is only getting fiercer and fiercer. Companies are totally aware of the same as they vie for customers’ attention for their own mobile creations. The present pandemic has only increased this competition as apps have become the chief source to communicate with the external world.

The entities in the e-commerce, health, fitness, and media and entertainment domains, the pandemic has proved to be a boon. With consumers depending a lot on the digital touch points to communicate with brands, many enterprises witnessed digital traffic rising like never before.

To illustrate with an example, there was a 25 percent increase in eCommerce app installations during the pandemic (Q2 vs. Q1 2020), 7% more than the usual times. Once you attract the users’ attention it becomes imperative to retain them as well.

An effective manner to regularly drive user engagement, conversions and retention is by adopting app personalization into your mobile strategy. This write up tries to explore three ways to retain your fresh app users with personalization.

3 Ways To turn and retain users via Personalization

Deploy Voice To Add Personalized Touch to Search Experience

It is predicted that with the conclusion of 2020, 50 percent of search will happen through voice technology. Also, as per A December 2019 survey of Comscore Mobilens Plus, US smart speaker owners have begun using their devices to ask regular questions, stream music, and have updated info on sports, traffic, and weather and other things. Each voice search query requested by a particular user gives an intimation about their imminent requirements, needs, and preferences. Utilize this data to quickly generate product or content advice on the basis of partial or full search terms, assisting users to find what they want quicker. It needs to be kept in mind that these recommendations are becoming precise with every eventual search action of a user, aiding you to cut down the distance from product discovery to purchase.

Fully Extract The Potency Of Predictive Guidances

As competition and traffic to digital platforms spikes it only makes sense to employ advanced technology like AI, which offers an option for businesses to connect with users in a big way, apart from enhancing profitability. AI and machine learning-powered apps enable entities to fully extract the data gathered through online traffic and mobile devices to take user experience up by several notches. By deploying AI you can figure out trends and offer advice to make more logical and relevant options to get involved with your users. Netflix is a classic example that uses AI in an entertainment/media app, customize video content to suit personal preferences and contexts. As a result, the concerned or relevant product or content guidance get featured at the top.

Customize App Navigation Experience To Suit All

We know how useful users’ search, browsing, click pattern, and consumption history are. However, you can even personalize the way your users navigate your mobile app. Rest of the criteria such as gender, buyer personas, timezone, seasons/weather, etc. can be fully exploited to personalize the banner images, graphics, CTAs, popular products, offers, etc.

It is even important to utilize insights from your users’ most regular ways towards conversion to cash in on their navigational sojourn properly. If the navigational journey becomes more personalized, then there is a high prospect of your users finding what they need.

Last But Not The Least

The mobile app users desire and seek an excellent, customized user experience from the initial app launch itself. People in domains such as health, fitness, and media and entertainment the above-mentioned statement has a lot of relevance, especially in the post-Corona scenario. As we embrace the new normal, it’s a must to opt for consulting assistance. Our qualified and experienced mobile experts can work with you and answer any of your queries round the clock.

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How to enhance your contact center operations through Salesforce and Vlocity

salesforce

Despite customers shifting in droves to digital channels, traditional contact center support will stay as a critical service channel. In several contact centers, the capacity to serve customers is severely crippled by agent’s requirement to obtain multiple legacy applications. Also, the current Corona-induced work from home schedules have drastically affected the functioning of contact centers.

In the present ever-evolving marketplace, the contact center has a direct bearing on your turnover. To derive the maximum ROI on processes, technology, and employee performance, several companies are fixated on accomplishing the following within their contact centers:

  • Less issue resolution time
  • Widening self-service choices for customers
  • Minimal admin time for agents
  • Curtailed agent training and onboarding
  • bring down customer attrition
  • Heightened customer spend: lead generation, cross and upsell possibilities
  • High CSAT and NPS scores

Prior to resolving the above, you have to find out your pain points: The challenges or hurdles confronting you, High expenses, fresh agents, customer grievances, and call deflection needs.

To explain success lucidly for your business, you require key performance metrics for the sake of comparison. Have you started to track metrics? Certain traditional metrics such as Net promoter score (NPS), Customer satisfaction (CSAT), Average handle time (AHT), First call resolution (FCR), Call Deflection rate, or Agent Attrition rate will aid you in understanding where you need to focus first.

Once you are aware of what to target, you need tools for the same as well. So, what tools will help you get there?

Adding Vlocity to your Salesforce Org

Salesforce happens to be a little bit more than a CRM — so kindly utilize it likewise. Activate your Org by developing and deploying cloud applications, tools, and services to automate business procedures, and merge with external applications. Having appropriate tools for automation is a must for your contact center to function smoothly and widens your team’s bandwidth to deal with more complex customer-specific concerns.

Salesforce gels perfectly with others. If united with Salesforce, Vlocity can quicken business process transformations focussed on agent and customer experiences. Vlocity also offers innovative solutions for industry and customer modules that can be fully exploited to enhance value. The advantages of Vlocity lies in its framework: Vlocity Cards, OmniScript, Data Integration tools, and innovative industry-centric functionality. These tools are adept at solving any issues plaguing your contact center.

By properly executing Vlocity in your contact center, you can bring down call handle and training times by offering contact center agents a single engagement layer via Vlocity’s Card Framework, Vlocity Actions and Omniscript. Omniscripts denoting guided processes are easily downloadable and customized from the Vlocity Process Library for usual service requests such as intimating a beneficiary, seeking an ID card, address changes, and dozens of others. Guided Processes do away with the need for a different Standard Operating Procedures (SOP) binder as the SOP is encoded into the Omniscript. These processes can be utilized for portals and mobile apps apart from the contact center. By easing the process of merger with external systems via microservices these transactions happen with merely a few clicks and without exiting the Salesforce platform.

Improving customer satisfaction and agents’ AHT

In the past, contact center agents wasted a lot of time going through several applications in order to find and resolve the caller grievances. If a lot of time is wasted in resolving the issue then it can be frustrating for both customers and agents. By utilizing optimally both native Salesforce Service Console and Vlocity cards, every information can be showcased in a single view on an agent’s screen. This results in an improvement in agents’ Average Handle Time and even the time spent on the call comes down, enhancing customer satisfaction and your key CSAT and NPS metrics. Having the right platform, can help you to swiftly and conveniently better your ROI on your people, processes, and technology. However, the benefits go beyond these. Whether you are striving to bring down issue resolution or cut down admin time for agents, these goals aid your team to be involved:

More agency for agents

Agents are very vital to the scheme of any contact center. If your team gets job satisfaction constantly and the feel of empowerment while performing their jobs, then resultantly it brings down agent training, onboarding time, and eventually agent attrition. By having proper tools in place, and the right training at the beginning, your contact center will have more merrier and engaged employees.

Whittle down complexities

Complexities pertaining to certain products result in longer training times, together with high agent turnover and your expenditure to bring in and retain/retrain agents can mount significantly. By optimizing Vlocity OmniScript, a stable call script can be optimally utilized for every kind of call. The training time needed for fresh agents can come down by several notches. Intuitive tools permitting an agent to control and learn customer interactions on their own assists in cutting down attrition rates and enhances employee satisfaction.When several tools are employed in one comprehensive program, then contact centers can optimally utilize staff across various channels, betters the handling time of customers and reduces training time for employees.

Assures compliance

With regard to contact centers in extremely controlled industries, apart from field tracking offered by Salesforce Shield, Vlocity includes caller verification and interaction logging to the compliance toolset. The Vlocity system even has functionality like innovative elements to carry out caller verification before showcasing the caller’s information. This element can be configured for various types of verification issues. There is even an extra facility for the agent through which he or she can click on an icon to comfortably capture crucial data elements being shared during the call. This gets automatically included in the interaction log.

Turning customers ecstatic

Cutting down customer attrition and maximizing customer self-service potentials happen to be two business drivers that work in tandem to accomplish any goals of the company, keeping customers in good humor. Salesforce Customer Communities makes an engagement platform for customers to communicate unlimitedly with company, at their convenience and leisure. Unifying Communities abilities with Vlocity’s Cards and Omni Scripts, customers get increased opportunities for self-service features and call deflection, which enables your agents to focus more on core activities related to customers.

Incorporating email or text to offer dynamic notification to involve your customers can significantly enhance NPS, especially notifications regarding crucial milestones in old transactions. Giving proactive information to your customers also serves the purpose of a call deflection mechanism. For key or long-running transactions, you can involve your customers by optimizing nurture campaigns. Each of these happen to be the strength of Salesforce Marketing Cloud.

Add more value to your contact center

It’s common knowledge that contact centers happen to be a tough working environment. Bettering agent toolkits to effectively tackle, deflect, and resolve customer calls is a continuous procedure. Integrating Salesforce and Vlocity in order to offer clarity over the customer and relevant data points, permits agents to concentrate more on customer issues than the procedures needed to do so. By properly utilizing Salesforce and Vlocity capacities, your company can enhance customer retention, eliminate the requirement for legacy interfaces, maximize customer satisfaction, cut down AHT and training time, and offer a holistic view of your customer to all agents. Our incisive sub-industry focus, together with success related to Salesforce and Vlocity, make us better placed to offer additional value to your contact center operations.