Proper Support Prevents Poor Performance

By Bruce Dantzler, Senior Director of Technical Support & Training

In today’s global economy, technology has accelerated our need to 'have it yesterday.' This urgency oftentimes supersedes the process of ensuring support for your newly acquired technology will be available after the sale.

One of the sometimes-overlooked benefits of a supportive SaaS solution is the wealth of technical support available to you from a credible provider. At Neighborhood America, this is an important component of our value offering - equally as important as the integrity of the software itself. When comparing alternatives, consider the following:

• Is there a primary contact for support related issues, and can this be accessed 24/7?
• Are training sessions easily scheduled?
• Are you limited to a specific number of calls per month? And if so, are you charged on a per call basis?
• Is there a knowledge base system available via the Web?
• Are regular updates made available as new enhancements are released - without interrupting your service?

A recent survey by The Help Desk Institute (HDI) reports what you already know: “Customers are speaking with their budgets and will not continue to purchase products from companies unable to meet their service requirements.” The survey also reports the following findings about customer satisfaction:

• 76% of the respondents said that 24/7 support is either important, or extremely important to their purchasing decisions.
• 96% of the respondents said that a positive experience with a technical support team increases their sense of brand loyalty.
• 70% of the respondents said they chose different products or services, or did not make a purchase, due to a lack of support.
• 90% of the respondents reported experiences in which they became stuck in a self-service menu and were unable to request a live agent.

The message? Customers are anticipating a higher level of support with one-on-one interaction. As our customer, that is exactly what you can expect. By embracing our SaaS solution, you have the assurance that our expert knowledge will be standing by, ready to help you chart your course.

The Next-Generation of Customer Relationship Management

Neighborhood America CEO Kim Kobza shares his vision on how Software as a Service (SaaS) and Web 3.0 will enhance customer relationships in media, government, and business.

Read the full article in DestinationCRM.

Poynter Points the Finger at Neighborhood America

January 23rd marked the 220th time a U.S. president reported on the State of the Union to the Congress and the American people.

Since 1790, a lot has changed regarding how the media involves audiences during their coverage of this annual event.

This year Poynteronline, a leading media industry resource, proposed several new ways the media could engage readers, listeners and viewers – featuring our proud partners ABC News and CBS.

The forward thinking shared by these prestigious media companies is setting the standard for how the media satisfies the growing demand for interaction.

Read the short write-up in Poynteronline on how Neighborhood America is empowering these prestigious media companies.


What's Your Big Idea?


It’s your first day of work at Neighborhood America.

You step off the elevator, walk through those wooden double doors and step into a reception area that proudly displays the company logo on the wall to your right and on the wall to your left the words: “Engage. Listen. Act.”

The words represent the foundation Neighborhood America is built on.

In 2006, the company launched “The Big Idea” program.

When you join Neighborhood America's team, you receive a bright orange, spiral-bound notebook with the words “The Big Idea Book” written on the outside cover. Inside the cover, lay hundreds of white pages awaiting your big ideas that will inspire innovation. Maybe the big idea comes at 10 o’clock in the morning during a meeting, or 10 o’clock at night as you prepare to call it a night. Regardless of when or where, Neighborhood America encourages you to share.

Those employee contributions fuel Neighborhood America’s product development process. The program worked so well that we are now opening it up to our customers and stakeholders, using our own technology to further grow their enterprise social network.

Look for the icon on the bottom of your Communications Manager and begin sharing your big ideas!!

The secret to building and maintaining deeper relationships is good communication.

In business, when you listen to your customer and act on their needs you create a loyalty that translates into increased revenue. Sounds intuitive, but figuring out the best way to manage the dialogue may not be?

This is one of the many challenges advertisers, media professionals, and companies are looking to address at the AAAA Media Conference & Tradeshow in Las Vegas. This year’s theme is “Communications Leadership: Increasing the Odds for Success.”

Neighborhood America will be featuring its mobile marketing solution – MOVO – at Booth #709.

Advertisers and companies wanting to enhance their brand - with targeted, dynamic, and interactive communities of interest - will experience how MOVO works by participating in a unique “text-to-win” opportunity. One participant will win a plasma TV.

MOVO demonstrates how you can extend your reach beyond traditional outlets to engage your customers wherever, whenever. The results are immediate, personal, and measurable.

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