Podcasts Other Leverage #005: Give Anonymous Feedback; Automate Policing; Managing Virtual Assistants; Decode Customer Service - Optimize, Automate, Outsource.

#005: Give Anonymous Feedback; Automate Policing; Managing Virtual Assistants; Decode Customer Service - Optimize, Automate, Outsource.

Published: Sept. 7, 2016, 10 a.m.

Time-Stamped Notes

  • 00:22 – Speedback
    • 00:24 – Allows you to write anonymous feedback through Slack
  • 01:25 – Nick and Ari created their own internal Slackbot
  • 02:06 – “We are automating what our managers call policing.” – Nick
    • 02:45 – Nick wants to automate all the things possible to make scaling up easier
  • 03:02 – Ari outlines the process of VAs setting up tasks
    • 03:20 – Whatever can be automatically assigned, will be automatically assigned.
    • 03:37 – Errors produced
    • 03:52 – “Our managers have to chase up people who didn’t correctly assign a project to a time entry.” – Nick
    • 04:08 – Internal automation saves the business time and money
  • 04:18 – Keatext
    • 04:20 – Takes all customer service information and uses text analysis to break it down and make sense of it
    • 05:20 – Make a separate email address for customer problems
    • 05:35 – Keatext will help you identify where your biggest problems are as a business and attack them
  • 05:50 – New book coming out shortly with a Thunderclap campaign
    • 06:00 – Subscribe to the OAO Newsletter
  • 06:20 – Nick travelling to London for business

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