Key takeaways

Benefits of recruiting globally

Despite large upfront costs and compliance risks associated with international expansion, companies can reap enormous benefits from hiring a global talent base. For example, you can increase productivity and reduce costs by hiring international workers in countries where labor is cheaper.

In addition, global talent brings unique perspectives to a company by virtue of their different lived experiences, cultures, and traditions. As a result, companies can garner unique solutions to problems and spark company innovation.

Ultimately, companies must compare the risks and rewards of hiring internationally before expanding globally, as a faulty global recruitment strategy could do more harm than good to the company’s brand.

Challenges of hiring employees internationally

In addition to competing labor laws, cultures, customs, and taxation regulations, companies will likely encounter numerous additional challenges that make hiring in another country difficult, including:

• Reconciling costs for setting up foreign entities or subsidiaries or working with a PEO or EOR.
• Budgeting effectively for international recruitment, including international job board postings, purchasing recruiting software or upgrading existing HR tech, and hiring more recruiters.
• Crafting equitable, competitive, and culturally appropriate global compensation and benefits strategies.
• Ensuring correct currency conversion rates and pay scales per country.
• Communicating with international teams across time zones.
• Understanding employee classification laws and other labor regulations that vary by country.
• Competing for talent at the local level and from other global companies.

6 Steps to hire internationally

Hiring an international employee requires an understanding of your goals, the hiring environment, your budget, and your structural options. Then, you must select candidates, evaluate them, narrow them down to your new-hire picks, and onboard them. And, the whole process must be legally and culturally appropriate to the new hire’s country. Here is a six-step guide to this process. 

1. Understand your goals 

When evaluating your international hiring goals, consider not only your business’s wants and needs, but the requirements surrounding international hiring. For example, determine if you need to build an entity within the hiring country. 

In addition, consider the candidates you wish to attract to your position. For example, would you rather hire full-time employees or contractors? What skills, qualifications and experience do you need in the candidate? 

Once you’ve decided how you want to go about hiring internationally and the types of candidates you need, create key performance indicators (KPIs) around your international hiring. One way to do so is defining goals that are measurable, attainable, relevant, and time-bound (SMART). 

Many HR software offer tools to define and track such goals. For example, Rippling offers a SMART goal template. It then allows you to input your KPIs into the software and gather data to determine your success. You can even connect the goals to new-hire performance and 360-degree reviews to create definitive insights into the program’s success.

2. Research country hiring requirements

Once you have your goals defined, decide what steps are required to reach them and research how to go about completing those steps. For example, If you want to hire full-time international employees, determine the country in which you’ll hire and research the requirements for doing so.

Also research:

• Are you required to have an entity within the country before hiring?
• Does the country have requirements for base salaries, employee classification, benefits, holidays, severance pay, or employment practices (such as termination notice periods)?

To help you complete this research, many HR software offer tools and complementary services that complete this complex research for you. Some even automate their implementation. For example, Remote’s payroll services ensure local compliance across the globe. Others, like Rippling, auto-calculate and remit payroll taxes based on the global location of the employee or contractor.

3. Define your costs 

Understanding the costs associated with hiring a foreign employee can help you determine when and at what speed you can expand hiring in your chosen hiring countries. Typically, hiring internationally costs thousands of dollars extra in up-front costs. However, hiring an international employee to work for your company abroad will typically have a different cost than sponsoring an employee to work in the U.S. For example, Remote reports that if you hire a software engineer in Argentia with a USD salary of $60,000, you may pay up to an additional $15,731.76 in other mandatory employer costs such as employee pensions and Argentina’s social welfare fund. 

Here are some basic costs to consider when hiring remotely: 

• Talent acquisition: This includes what you may pay an employer of record (EOR) to help you find and evaluate candidates for hire. Or, you may need to upgrade your current recruitment and HR software to meet international hiring demands.
• Foreign entity: If you don’t plan to hire an EOR or similar service provider, consider the cost of setting up a foreign entity in your chosen country or countries, including architectural services and planning, work equipment, building materials, legal services, electricity and internet costs, property taxes, work permits, building labor and local-managerial labor, among other case-specific costs.
• Employee relocation: If you plan on relocating your new hire to the U.S., research the costs associated with doing so, For example, Visa applications and legal fees can add up to thousands of dollars. For example, New York based immigration law firm XU Law Group estimates these costs to be between $3,000 and $5,000 on average per new hire.
• Taxes: Countries have different payroll tax laws and payment requirements. In addition, many countries charge a permanent establishment tax for the privilege of having an ongoing business presence in the country.
• Employee benefits: Countries have varying expectations and laws regarding benefits packages. For example, some countries require a certain number of months for paid parental leave.
• Employee training programs: Consider investing in a cultural-awareness, diversity and/or language program to ensure your new hires are set up to be productive in their new roles and are comfortable enough to build relationships with existing employees.
• Security measures: If you plan for your international hires to work from their home countries remotely, consider the software, equipment and technology you must set up to ensure they can be productive while also securing your company’s data.

While this is a lot to consider, remember that there are tools and services available to help you knowledgeably and efficiently complete these calculations. If you want to go the do-it-yourself (DIY) route, Oyster offers a free employee cost calculator that shows you the baseline salary and benefit requirements of the countries in which you are hiring, and the fee if you choose to avail of its services.

Or, you can sign up for EOR services that allow you to hire internationally without building an entity in each country. These services calculate the costs for you. In addition, they offer tools to make compliance, hiring, and foreign employee management easy and, often, automated. EORs can also manage relevant calculations, paperwork, payroll setup, benefits setup, administration, and onboarding roadmaps. 

4. Decide your hiring structure 

Now that you know the costs of both building a structure within the countries in which you’re hiring or going through an EOR, determine which option is most affordable to your company. 

In addition, consider your company’s future global expansion plans. If you plan to hire from multiple countries, it may make more sense to hire an EOR so you don’t have to build an entity in each country. If you decide to go with an EOR service, decide whether you want a partner that is an owned-entity provider or whether they are partner-reliant.

5. Select and evaluate candidates

Construct a job post that defines the open position and offers culturally appropriate information about ideal-candidate qualifications. Your job post should be detailed so no communication barriers create false assumptions. 

In the post, walk the applicant through what documents they need to submit, including what information should be included on each one. Also ensure they know information that may be culturally driven, such as your company’s values. Using a recruitment agency within the country can help make this step culturally appropriate, including selecting appropriate recruiting channels. 

Next, evaluate the candidates. Review their resumes and CVs, their applications, and answers to all screening questions. Many recruitment software, like Rippling, offer applicant tracking systems to help you select and evaluate candidates who are interview-qualified.

At this point, set up interviews with your top candidates. Remember to consider their time zones as you do. In preparation for these interviews, research and set up an itinerary to align with the interview conventions of the candidate’s country and to ensure all interview questions are culturally and legally appropriate. If you work with an EOR or a recruitment agency, they can help you craft such questions. 

6. Hire candidates

Once you’ve selected a candidate, offer them the job and begin the onboarding process. It’s important to make this process applicable to the new hire’s culture. For example, craft your offer letter to include information your new hire will need to know. If you’ve hired an EOR, lean on its local HR experts for this step. 

In addition, provide new hires legal and tax documents that are relevant to international hiring, such as Form W-8, which exempts them from U.S. taxes. Also provide company contracts, handbooks, and immigration or tax documents pertinent to their hiring arrangements, locations, and roles. 

Finally, offer an onboarding schedule and checklist for an efficient and welcoming onboarding experience. As you do, carefully adhere to the workday norms of the new hire’s country. For example, many Latin American and some European countries close businesses for a couple of hours during the hottest portions of the afternoon, then reopen to finish the workday. Be sure to know such work norms so you can provide a culturally appropriate onboarding and work experience.

Free global hiring checklist

If you’re looking to hire staff in another country, our global hiring checklist ensures your company follows every step in a successful international talent search. Open the template in your preferred file format via one of the buttons below.

Download your free global hiring checklist template:

Considerations before hiring international employees

Before hiring in other countries, consider these factors to increase your chances of hiring success.

Recruitment

When hiring outside the U.S., you will first need to decide whether to hire independent contractors or full-time, benefits-eligible employees. This decision depends on the nature of the work that you want an international employee to perform and how quickly the you want to fill roles.

Contractors are defined differently based on the country. Therefore, in order to avoid legal issues, you have to ensure that international independent contractors are not legally defined as employees under foreign labor laws.

Otherwise, recruiting full-time employees internationally can take up to six times longer than doing so domestically, so don’t expect to fill roles right away.

However, there are some things you can do to accelerate the process. Global job boards like Indeed, Monster, and ZipRecruiter help companies find great talent because they have databases of candidates looking for work at international companies.

Some pre-employment testing software solutions like Predictive Index (PI) help companies assess the skills of international job candidates. PI includes assessments in over 70 languages, preventing language or cultural barriers from getting in the way of finding talent.

Also read: 9 Employee Recruitment Strategies to Improve Your Hiring Process

Payroll

When hiring internationally, U.S.-based companies face a number of challenges around paying employees accurately, timely, and securely.

Also read: How to Pay International Employees

To ensure accuracy, you must collect the right kind of information from new employees. Solutions like Rippling have customized forms that collect the necessary data from international employees. For example, a new employee in India will enter their Universal Account Number instead of their Social Security Number.

Investing in a solution that handles international payroll means employees get paid in a timely and secure manner. Relying on bank transfers or money portals like PayPal can spell delays, processing fees, and security threats from hackers.

Benefits administration

To compete for international talent and remain compliant, a U.S.-based company will have to adjust their benefits offerings and time-off policies for employees in other countries.

Depending on the country, there might be stipulations regarding the following benefits:

• Health and medical insurance.
• Paid holidays.
• Vacation, sick leave, and parental leave.
• Pension contributions.

In Ireland, for example, most employees are entitled to four weeks of paid leave each year. Also, while paid parental leave is not required by employers in the U.S., international employees, on the other hand, may be entitled to guaranteed paid leave that U.S. employers must grant. Birthing parents in Canada, for instance, are guaranteed at least 15 weeks of paid leave.

Compliance

Countries have their own unique labor laws that govern work hours, severance payments, workplace health and safety, and other work conditions. U.S. employers have a duty to investigate and adhere to these rules even if this conflicts with the company handbook or means employees in the U.S. receive different treatment.

To navigate the legal requirements of hiring employees in other countries, you can work with a professional employer organization (PEO) or global employment organization (GEO), also known as an employer of record (EOR). These entities provide on-the-ground resources and services to ensure a U.S.-based employer remains compliant when hiring international employees.

Culture

Hiring employees in other countries requires cultural competence, as it increases the chances of filling roles from abroad and maximizing the benefits of a diverse workforce.

International hiring trends

Statistics reveal the international hiring trends of 2024, including where talent is being sourced by U.S. companies and globally, the industries most likely to source international talent, and how global talent is likely to respond to the new opportunities going forward. These statistics can help to shed light on these trends:

Where are companies hiring?

• Brazil is rapidly rising in popularity in the international hiring space. It became the 4th most popular location for global hiring in 2021 and 2022, up from the 13th most popular just two years prior (2019). 
• According to Deel, a global payroll, onboarding, tax management, invoicing, compliance and HRIS platform, U.S.-based companies are hiring the fastest in Nepal, Sri Lanka, and Jamaica. 

What industries are hiring internationally?

• 77% of businesses are reporting difficulties in filling key roles, with the biggest talent gaps existing in the healthcare, consumer goods and services and information technology spaces. As such, companies that are most experiencing these talent gaps are looking abroad to find qualified talent. 

International employees’ response to global opportunities

• Not only are employees seeking international hiring opportunities, but international workers are increasingly seeking jobs within the U.S. The share of clicks on Indeed U.S. job postings has doubled since 2018 and 2019, according to Indeed’s 2024 U.S. Jobs and Hiring Trends Report.

Where do small businesses stand in the international hiring trend?

• Small businesses are also looking abroad to find top talent. In fact, in a Gusto survey of 500 small U.S-based businesses, 75% planned to increase their international hiring. 
• SMBs have varied reasons for this shift. 86% of them reported looking abroad to manage costs and 58% said they are doing so to bypass the talent shortage currently occurring within the U.S. market.
• Hiring international contractors can benefits small businesses as 84% of these workers have a university degree, with 40% having a master’s or higher, and 40% having an undergrad degree or its equivalent.
• These same small businesses report that understanding international hiring compliance is the biggest obstacle to their international hiring plans.
• The top countries where U.S.-based SMBs are hiring include the Philippines, Canada, and India.
• Overall, small businesses wanting to hire internationally can further control costs and increase their chances of finding the talent they need by hiring an EOR. Doing so allows them to bypass the expenses of building an entity in the countries in which they’d like to hire, lean on local compliance experts to avoid hefty compliance penalties, and lean on local HR experts to source the talent they currently lack.  

Check out our top global payroll solutions for recommended software that helps you keep track of data for domestic and international employees while remaining compliant. Then, browse our recruiting software guide to get started with a global hiring platform.

The post Hiring International Employees: Best Practices for 2024 appeared first on TechnologyAdvice.

Business intelligence (BI) solutions help business decision-makers plan for the best possible outcomes based on their organizational data. So, how can organizations properly store their data, so it is readily accessible for analysis and reporting? Additionally, how can you do that and still ensure it’s safe and secure from data loss or security breaches?

Business intelligence requires the use of raw data that is transformed into insights and actionable information, which would allow organizations to make data-driven decisions. Hence, organizations must store their BI data in accessible but secure locations.

Read on to learn how the best data storage solutions function to address the BI needs for organizations in 2023.

Also Read: 7 In-Demand Business Intelligence Jobs

5 Top Data Storage Solutions for BI

Snowflake – Best for dynamic data sharing

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Pros

• Can scale up and down to match data workloads
• Architecture separates storage and compute
• Secure sharing of live data with other Snowflake users
• Multi-cloud platform

Cons

• Limited native ETL capabilities
• Moving large volumes of data into Snowflake can be challenging, especially from on-premises systems

Key Features

Multi-cluster shared data architecture: This feature allows for separate scaling of compute and storage resources, providing flexibility and optimized performance.

Secure data sharing: Snowflake supports real-time data sharing across different units or with external partners, eliminating the need for data copying.

Zero-copy cloning: This feature supports instant and efficient duplication of databases, schemas, or tables, useful for testing, development, and data recovery.

Time travel: Snowflake enables access to historical data at any point within a defined period, which aids in easy data recovery and auditing.

pricing

Warehouse Size	Servers	Credit/Hour	Credits/Second
X-Small	1	1	0.0003
Small	2	2	0.0006
Medium	4	4	0.0011
Large	8	8	0.0022
X-Large	16	16	0.0044
2X-Large	32	32	0.0089
3X-Large	64	64	0.0178
4X-Large	128	128	0.0356

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why we chose snowflake

The system allows organizations to query their semi-structured data with speed and flexibility. By running pipelines through Snowflake’s elastic processing engine and streamlining pipeline development through their language of choice, users can process their data without the need for excessive maintenance.

Data stored in the Snowflake Data Lake is secure, as users can protect their data across clouds with scalable role-based access policies. The system’s Classification feature lets it automatically identify sensitive data and enable secure collaboration with live, secure data sharing.

This cross-cloud data storage solution lets users access all of their data on one platform, including their structured, unstructured, and semi-structured data. Many different workloads can be supported through the system using the user’s choice of language, making it an accessible choice for a variety of users.

Oracle Autonomous Database – Best for automated management

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Pros

• Automates database tuning, security, backups, updates, and other routine management tasks
• Employs machine-learning algorithms for its self-securing capabilities
• Guarantees 99.995% availability

Cons

• Limited control over detailed system parameters
• Migrating existing databases to Oracle’s Autonomous Database can be complex, especially if coming from non-Oracle databases

Key Features

• Exadata infrastructure: The Autonomous Database is built on Oracle Exadata infrastructure, providing superior performance and efficiency for Oracle Database workloads
• Machine learning integration: The platform provides built-in machine learning algorithms, allowing users to develop ML models directly within the database
• Converged database capabilities: The Autonomous Database supports multiple data types and workloads, including relational, JSON, XML, graph, spatial, IoT, and blockchain
• APEX application development: Oracle offers a low-code application development platform (Oracle APEX), enabling rapid development and deployment of data-driven applications

Pricing

Visit Oracle’s pricing page for a comprehensive price structure.

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Why we chose oracle

This is a nice choice for non-experts and experts alike, as it offers robust data management capabilities while being a hands-off, autonomous system. With auto-scaling, auto-securing, auto-tuning, auto-backups, auto-repairing, and auto-patching, organizations can manage their data while reducing their administrative costs.

The solution also provides self-service data management tools, enabling users to easily load and transform their data to generate actionable insights. Additional features include machine learning capabilities, graph analytics, and spatial analytics.

Oracle offers many different data solutions for business intelligence. The Autonomous Database is an excellent solution for organizations that desire fast data storage and processing with a low likelihood of human error. The cloud database is fully automated and formatted to support fast database provisioning, extracting, loading, and transforming data.

Google BigQuery – Best for real-time analytics

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Pros

• Serverless model abstracts underlying infrastructure
• Highly scalable
• Integration with Google ecosystem

Cons

• Charges for data storage and processing
• Limited SQL dialect
• Limited ETL processes

Key Features

• Geospatial data analysis: Google BigQuery has built-in support for geospatial data types and functions, enabling sophisticated location-based analytics.
• BigQuery ML: This allows users to create and execute machine learning models in BigQuery using standard SQL queries, simplifying the process of predictive analytics.
• BigQuery BI engine: An in-memory analysis service for BigQuery that allows users to analyze large and complex datasets interactively with sub-second query response time and high concurrency.
• BigQuery data transfer service: This service automates data movement from SaaS applications to BigQuery on a scheduled, managed basis, streamlining the ETL process.

pricing

Pay As You Go Model:

Standard Edition: $0.04 per slot hour, billed per second with a 1-minute minimum, no commitment required.

Enterprise Edition: $0.06 per slot hour, billed per second with a 1-minute minimum, no commitment required.

Enterprise Plus Edition: $0.1 per slot hour, billed per second with a 1-minute minimum, no commitment required.

1 Year Commitment Model:

Enterprise Edition: $0.048 per slot hour, billed for one year.

Enterprise Plus Edition: $0.08 per slot hour, billed for one year.

3 Year Commitment Model:

Enterprise Edition: $0.036 per slot hour, billed for three years.

Enterprise Plus Edition: $0.06 per slot hour, billed for three years.

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why we chose google bigquery

BigQuery is designed to enable users to run analytic queries over large datasets. As a managed service, BigQuery automatically allocates storage for users as they move data into the system, so users only need to pay for the storage they utilize. The solution also protects users’ data from data loss by replicating it across multiple availability zones as well as encrypts all user data before it is written to disk.

Users can load their data into BigQuery through batch loading sets of data records, streaming individual records or batches of records, generating new data using queries or overwriting the results to a table, or by using a third-party application or service.

Google BigQuery is an enterprise data warehouse where organizations can store and analyze their data. The solution stores user’s data in a columnar storage format to support analytical queries. BigQuery automatically replicates its storage across multiple locations to provide high data availability.

IBM Enterprise Data Storage Solutions – Best for AI-driven data management

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Pros

• AI-Infused operations
• Data protection and disaster recovery capabilities
• Integrates well with various platforms, including hybrid cloud environments

Cons

• Hardware dependency
• Licensing models for storage solutions can be complicated to understand and manage
• Transferring data from existing systems to IBM’s storage solutions can be complex when dealing with non-IBM legacy systems

Key Features

• IBM Spectrum Discover: This feature provides advanced data insight for unstructured data, enabling efficient metadata management, data analytics, and AI project acceleration
• IBM FlashSystem Family: These high-performance storage solutions provide low-latency, high-speed access to data, vital for AI applications
• IBM Spectrum Scale: This feature provides high-speed, reliable access to data across scalable storage systems, supporting large-scale AI workloads
• Storage for Data and AI: IBM’s solutions offer a suite of tools designed specifically to streamline the data pipeline for AI projects, from collection to inference

pricing

• Free Tier – Lite Plan:
  • Offers 25GB of storage for free
• Paid Storage Options:
  • Cold Storage: $0.0094 per GB
  • Frequently Accessed Storage: $0.0237 per GB
• Request Charges:
  • PUT Requests: $0.006 per 1,000 requests
  • GET Requests: $0.005 per 10,000 requests
• Data Transfer Charges:
  • First 50TB: $0.09 per GB
  • Next 100TB: $0.07 per GB
  • Next 350TB: $0.05 per GB

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Why we chose ibm enterprise data storage management

IBM’s Enterprise Data Storage Solutions are integrated data storage platforms that act as a single source of truth for users within an organization. They offer data storage software solutions for simplified management and secure data protection.

AWS Amazon S3 – Best for cost-effectiveness

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Pros

• Pay-as-you-go pricing
• Multiple storage classes designed for different use cases
• Lifecycle management capabilities that allow automatic migration of objects between different storage classes

Cons

• Some lower-cost storage classes have retrieval costs
• Inter-region transfer costs
• Early deletion fees apply if objects are deleted before the minimum storage duration for some products

Key Features

• S3 Object Lambda: This feature allows you to add your own code to S3 GET requests to modify and process data as it is returned to an application
• Multi-region access points: They simplify managing data access across multiple regions, using a single global endpoint to access a data set that spans multiple AWS regions
• S3 batch operations: It is a large-scale, managed data manipulation feature that can execute a single operation on billions of objects
• S3 replication: This feature automates, monitors, and retains copies of S3 objects across different AWS accounts or in different AWS Regions for compliance and security

pricing

Visit AWS’s pricing page for a comprehensive price structure.

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Why we chose aws amazon s3

In the race of cost-effectiveness, Amazon AWS S3 bags the title due to its pay-as-you-go pricing. With no upfront costs, you pay for what you use, making it ideal for businesses of all sizes. AWS S3’s multiple storage classes allow for cost optimization based on access frequency. Plus, free data transfer into S3 and tiered pricing for outbound data transfer sweeten the deal. Its robust lifecycle management system automates data migration between storage classes, cutting costs without manual intervention, proving AWS S3 a worthy victor in cost-effectiveness.

Amazon Simple Storage Service is just one of Amazon’s cloud storage solutions. This object storage service is a scalable and secure infrastructure for organizations looking to virtually store and protect their data. Users can use the solution for structured and unstructured data to create and scale their own data lake in a secure environment.

AWS provides services for AI, HPC (high-performance computing), machine learning, and media data processing that users can run on their data lakes, enabling them to gain insights and information about their stored data. The solution also supports integrations with many third-party service providers, so users can easily analyze and transform their data.

With data lakes, users can remove data silos and gain insights by analyzing diverse datasets. Transferring data to the Amazon Simple Storage Service is simple with the AWS data transfer services for hybrid cloud storage, online data transfer, and offline data transfer.

What are the Key Features of BI Data Storage?

Space and scalability

Organizations often require lots of space to store their data, which can add up. However, utilizing cloud-based or hybrid solutions often enables users to purchase only the amount of data they need and scale up as necessary.

Accessibility

Data held in these storage solutions should be easily accessible for use in the organization’s other BI analysis, reporting, and visualization solutions. In order for organizations to gain real-time analysis and insights from their data, the storage solutions should be able to allow quick access to support the necessary data flow for these operations.

Management

The raw data that enters the BI data storage solutions may be unstructured and complex. Therefore, many data storage solutions provide ways for users to manage their data storage. Additionally, they will manage the data storage processing for users to ensure data is properly organized within the system.

Security

These storage solutions should come with features to protect organizations against the risk of data loss. They should also provide end-to-end encryption and appropriately meet the organization’s compliance standards.

What are the Benefits of a BI Data Storage Solution?

BI data storage solutions can provide many benefits to the organizations that use them, allowing for fast and safe data use within their analysis systems. To appropriately discuss the various benefits of data storage solutions, let’s look at some advantages that different types of BI data storage solutions can offer their users.

Data warehousing

Data warehousing solutions can provide users with more control over their data and can be a scalable option for BI data storage. They can help users maintain and clean up raw data from multiple disparate sources. The data is then stored within the data warehouses, which are an excellent interface for querying, transforming, and extracting data.

Data lakes

Data lakes can store all structured and unstructured data. This option is beneficial for performing machine learning, profiling, big data analysis, and real-time and predictive analytics on organizational data.

Cloud-based solutions

Cloud storage solutions are easily accessible for users at any place and any time, so long as they have internet access. They are also often an economical choice, as many cloud storage providers only allow users to pay for their required storage space. Storing organizational data in a single location through the cloud can also provide a single source of truth for users and lowers the likelihood of having duplicate datasets and data complexity.

Analytical databases

Analytical databases are great for querying, BI analysis, and managing Big Data. They let users benefit from fast query response times and can handle high volumes of data. They are also highly scalable, SQL-compatible, and allow for efficient data compression.

How are BI storage needs different from other storage needs?

BI operations depend upon software solutions to analyze data and transform it into actionable insights. The software needs to be able to access the data from the data storage solution. This data movement from the storage site into the BI solution is commonly referred to as the data flow. An organization’s BI data storage solution should support data flow into their analysis software solution.

Depending on the amount of data an organization needs to utilize, organizations may require much more storage space for their BI operations than they would need otherwise. Hence, scalability is a necessary feature of any BI data storage solution. Additionally, data stored within BI data storage solutions should be secure and address the appropriate compliance standards. This is because these locations will house important information that should not fall into the wrong hands.

The data stored within these solutions can come from multiple data sources and may be varying and complex. For this, storage solutions should also be able to organize and manage data in a way that allows it to be easily retrieved and used by other systems and for data queries.

Read more: Check out this article for more the top BI tools and solutions.

How we choose our top picks

At TechnologyAdvice, we assess a wide range of factors before selecting our top choices for a given category. 

To make our selections, we rely on our extensive research, product information, vendor websites, competitor research and first-hand experience. After those considerations, we then consider what makes a solution best for customer-specific needs.

For our Best Data Storage Solutions for BI list, we looked at 17 options before whittling them down to the five that cover all data storage needs for startups all the way up to enterprises.

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At its core, an AI-powered CRM system integrates artificial intelligence capabilities with traditional CRM functionalities. It’s not just about storing customer data anymore; it’s about analyzing, predicting, and automating real-time interactions. 

As AI is becoming an integral factor in the software we use daily, we decided to curate a list of our top picks for AI CRM solutions:

• HubSpot CRM: Best free AI CRM
• Freshsales: Best for AI-powered chatbot tools
• Pipedrive: Best for AI sales suggestions
• Zoho CRM: Best for broad AI capabilities
• Zendesk Sell: Best for AI lead management

Software Spotlight: HubSpot

HubSpot’s AI capabilities are transforming CRM from a reactive tool into a proactive, strategic asset for businesses.

• Embedded directly on your website, chatbots understand user behaviors and predict needs, offering instant, personalized solutions without human intervention.
• The AI website builder can create an aesthetically pleasing, SEO-optimized site with just a few prompts.
• By analyzing your business’s tone, audience demographics, and content preferences, HubSpot’s content assistant helps in crafting blog posts, emails, landing pages, and ad copies that resonate with your target audience.
• HubSpot’s AI features include enhanced reporting tools, providing detailed sales forecasts and analytics.

Visit HubSpot

Sponsored

This is a paid placement. However, our team of experts approved it as an appropriate product and our content remains editorially independent.

Our choices for the top AI CRM software

HubSpot CRM: Best free AI CRM

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Pros

• Automatic lead scoring
• Email optimization
• Versatile chatbots
• Content recommendations based on preferences and behaviors
• Sales forecasting

Cons

• Some advanced AI features are only available at higher price tiers
• Unexpected results and incorrect predictions reported

Our Rating: 4.6/5

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Key Features

Lead scoring: HubSpot’s AI assigns scores to leads based on their conversion likelihood, aiding sales prioritization.

Email sentiment analysis: The tool gauges email sentiments to categorize them as positive, negative, or neutral.

Chatbots: Customizable chatbots in HubSpot handle inquiries, schedule meetings, and qualify leads.

Content recommendations: The AI recommends content based on a visitor’s website behavior, enhancing engagement.

Sales forecasting: HubSpot predicts future sales trends using past data, assisting in strategy planning.

Pricing

Free plan available

Paid plan starting at $45/user/month

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Call logs with notes preview and transcript (Source: HubSpot)

Document search in HubSpot including standard sales content (Source: HubSpot)

Contact information with prioritization, status, and task overview (Source: HubSpot)

HubSpot lets users create sequences based on user action. (Source: HubSpot)

HubSpot lets you enroll contacts in sales sequence workflows (Source: HubSpot)

Why We Chose HubSpot

HubSpot offers a user-friendly interface that seamlessly integrates AI-driven features, enhancing the efficiency and accuracy of sales and marketing processes. 

The AI-assisted lead scoring system is particularly noteworthy, as it automatically prioritizes leads based on their likelihood to convert, ensuring that sales teams focus their efforts where they matter most. Additionally, the platform’s email sentiment analysis provides invaluable insights into customer sentiments, allowing for tailored communication strategies. Including predictive lead scoring, customizable chatbots, content recommendations, and sales forecasting further cements HubSpot’s position as a leader in the CRM space. These advanced features, combined with its availability at no cost, make HubSpot CRM an unbeatable choice for businesses seeking an AI-enhanced CRM solution without the hefty price tag.

Our Ratings

Pricing: 5/5

General features and interface: 4.6/5

Core features: 5/5

Advanced features: 4/5

AI and automation: 3.8/5

Integration and compatibility: 5/5

UX: 4.8/5

HubSpot is a developer and marketer of software products for inbound marketing, sales, and customer service. Founded in 2006, the company’s software has been adopted by businesses worldwide to “attract, engage, and delight customers,” according to HubSpot. 

HubSpot’s journey began with a focus on inbound marketing, a strategy that aims to attract customers through content and interactions that are relevant and helpful. Over the years, the company expanded its product suite to include CRM, sales, and service hubs. The introduction of AI into its platform was a natural progression, given the increasing importance of data-driven decision-making in modern business.

Freshsales: Best for AI-powered chatbot tools

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Pros

• “Freddy” AI automates sales process
• Affordability compared to competitors
• Multi-language support
• Built-in telephony

Cons

• Free CRM does not include AI capability
• Fewer integrations compared to competitors 

Our Rating: 4.3/5

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Key Features

Visitor tracking: Monitors website user journeys, providing insights into how potential customers interact with your online presence.

Real-time customer service: Engages with customers in real-time, answering queries and providing instant support.

Automated email campaigns: Automated marketing campaigns, ensure timely and relevant communication with leads and customers.

360-degree customer profiles: Provides comprehensive profiles of customers, including insights into previous interactions.

Lead qualification and intelligent insights: Qualifies leads based on various parameters, ensuring that the sales team focuses on high-potential prospects. It also provides intelligent insights to guide sales strategies.

Automated triggers: Automatically triggers actions such as sending welcome emails, making calls, or sending notifications based on specific customer behaviors or milestones.

Pricing

Free plan available for up to 3 users

Growth Plan: $9/user/month billed annually or $11/user/month billed monthly

Features: Contact, deal & account management, tasks, appointments, notes, activity dashboard, rename modules, basic custom fields, product catalog, workflows (20), visual sales pipelines, multiple sales pipelines (10), sales goals, data storage (2 GB per user), two-way email sync, sales sequences (5 per user), custom reports, website tracking, built-in phone.

Pro Plan: $39/user/month billed annually or $47/user/month billed monthly

Features: All features from the GROWTH plan plus advanced custom fields, workflows (50), sales sequences (10 per user), predictive contact scoring, and live chat.

Enterprise Plan: $59/user/month billed annually or $71/user/month billed monthly

Features: All features from the PRO plan plus workflows (100), sales teams (max 100), data storage (100 GB per user), sales sequences (25 per user), AI-powered deal insights, WhatsApp Business, AI-powered forecasting insights, transactional emails, custom modules, dedicated account manager.

Gallery

Freshsales sales sequence to outreach better (Source: Freshsales)

Freshsales multiple pipelines fully visualize the sales process (Source: Freshsales)

Freshsales built-in cloud telephony to win deals faster (Source: Freshsales)

Freshsales lets you create customized email templates (Source: Freshsales)

Why We Chose Freshsales

The primary reason for this selection is Freshsales’ integration of Freddy AI, a state-of-the-art artificial intelligence system to enhance customer interactions. Freddy AI automates routine tasks and offers predictive insights, making the sales process more efficient and data-driven. Furthermore, Freshsales’ AI chatbot capabilities excel in real-time customer engagement, providing instant support and nurturing leads outside regular business hours. The platform’s seamless integration capabilities mean the chatbot can access customer data in real time, offering personalized responses based on past interactions and preferences. Additionally, the intuitive interface and robust analytics tools of Freshsales make it easier for businesses to track chatbot performance and optimize strategies.

Our Ratings

Pricing: 4.8/5

General features and interface: 4.6/5

Core features: 5/5

Advanced features: 3.1/5

AI and automation: 3.8/5

Integration and compatibility: 4.2/5

UX: 4.5/5

Freshsales, developed by Freshworks, is a CRM solution that offers tools that streamline the sales process, from lead management to email and event tracking. 

Its chatbots are designed to engage customers in real time, providing immediate responses to queries, offering support, and nurturing leads around the clock. This ensures that businesses remain responsive to potential opportunities at all times. Freshsales boasts the inclusion of Freddy AI, a sophisticated artificial intelligence system. Freddy AI not only automates routine tasks but also delivers predictive insights, enhancing the efficiency and data-driven approach of the sales process. Its ability to access real-time customer data allows for personalized interactions, making each engagement more meaningful and tailored to individual customer needs.

Pipedrive: Best for AI sales suggestions

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Pros

• Chatbot provides extensive communication tools
• AI enhances lead capture and data collection
• AI sales assistance

Cons

• No free version
• Less comprehensive than larger competitors

Our Rating: 4.3/5

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Key Features

AI-powered sales assistant bot: Provides next-step suggestions by analyzing sales data to enhance salespeople’s productivity.

Performance-based tips: Uses algorithms to offer insights and tips for improving the sales workflow.

Notifications and insights: Centralizes all notifications, enhancing transparency and team collaboration.

Progress updates: Offers AI-powered insights on performance trends through graphical representations.

Activity-based suggestions: Reacts to user activity with quick tips and data for workflow optimization.

Automated sales expertise: Sends intelligent notifications, insights, and advice to streamline the sales process.

Pricing

Essential: $24/user/month 

Advanced: $44/user/month 

Professional: $64/user/month 

Power: $79/user/month 

Enterprise: $129/user/month

Gallery

The Pipedrive dashboard.

The Pipedrive workflow automation.

Why We Chose Pipedrive

Pipedrive’s AI-Powered Sales Assistant Bot can analyze vast amounts of sales data and provide actionable next-step suggestions. This feature not only enhances the productivity of sales teams but also ensures that no potential lead or opportunity is overlooked. 

Pipedrive’s performance-based tips, driven by sophisticated algorithms, offer invaluable insights that guide sales strategies and decision-making. The centralized notification system further ensures that sales reps are always informed and aligned, fostering efficient collaboration. The platform’s progress updates, presented through intuitive graphical representations, provide a clear view of performance trends, enabling teams to adjust strategies in real time.

Our Ratings

Pricing: 3.6/5

General features and interface: 4.6/5

Core features: 5/5

Advanced features: 3.1/5

AI and automation: 4.3/5

Integration and compatibility: 4.6/5

UX: 5/5

Zoho CRM: Best for broad AI capabilities

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Pros

• AI chatbot assistant
• Smart sales forecasting and other predictive tools
• Filter deal records based on AI predictions
• Talent assignment based on prediction scores
• Conversational AI

Cons

• Limited storage 
• No option for white labeling or re-branding

Our Rating: 4.2/5

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Key Features

Generative AI: Zia, powered by ChatGPT, can autonomously generate business emails and social media posts.

Ticket answering: Zia can automatically respond to customer support tickets.

Meeting summaries: Zia is capable of creating concise meeting minutes from discussions.

OpenAI integration: Zia integrates with OpenAI to enhance its content generation capabilities.

Native AI capabilities: Zia offers built-in AI tools that seamlessly integrate with the Zoho ecosystem.

Privacy emphasis: Zoho ensures AI operations prioritize user data privacy and security.

Pricing

Standard: $14/user/month 

Professional: $23/user/month 

Enterprise: $40/user/month 

Ultimate: $52/user/month

Gallery

(Source: Zoho)

A Zoho dashboard.

Zoho photo

Why We Chose Zoho CRM

Zoho CRM’s AI assistant has multifaceted features, ranging from autonomously generating business emails to responding to customer support tickets. The integration with OpenAI further amplifies Zia’s content generation capabilities, making it a powerful tool for diverse business needs. Additionally, Zia’s ability to create concise meeting summaries ensures that key discussions are never missed, streamlining team communication. The platform’s native AI tools, designed to integrate with the Zoho ecosystem seamlessly, offer a holistic approach to managing and analyzing data.

Our Ratings

Pricing: 3.9/5

General features and interface: 4.6/5

Core features: 4.5/5

Advanced features: 3.1/5

AI and automation: 4/5

Integration and compatibility: 4.4/5

UX: 4.3/5

Zendesk Sell: Best for AI lead management

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Pros

• Centralized customer communications
• Omnichannel support
• Customer support AI chatbots
• Automated lead nurturing
• Mobile accessibility

Cons

• Lacks advanced AI predictive analysis
• Limited email template customization

Our Rating: 4/5

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Key Features

Lead scoring: Utilizes AI to prioritize leads based on their conversion likelihood, ensuring sales teams focus on the most promising prospects.

Sales forecasting: AI-driven predictions provide insights into future sales trends, helping teams prepare and strategize.

Email sentiment analysis: Analyzes email content to gauge the sentiment of the communication, allowing sales reps to tailor their approach.

Automated data entry: Reduces manual data input by automatically populating lead and deal information from various sources.

Smart notifications: AI-driven reminders and alerts ensure timely follow-ups and actions on important tasks or deals.

Recommendation engine: Offers suggestions on the next best actions to take with leads or deals based on historical data and predictive analytics.

Pricing

Sell Team: $19/user/month

Sell Growth: $55/user/month

Sell Professional: Price: $115/user/month

Sell Enterprise: $169/user/month

Gallery

Why We Chose Zendesk Sell

Zendesk Sell’s AI-driven lead scoring system ensures that sales teams prioritize leads with the highest potential, optimizing both time and resources. Automated lead nurturing, encompassing email and SMS, ensures consistent and personalized engagement, enhancing conversion rates. Furthermore, its predictive sales forecasting offers invaluable insights into future sales trends, enabling proactive strategy adjustments. The platform’s intuitive design, complemented by features like email sentiment analysis and smart notifications, empowers sales teams to deliver tailored interactions, fostering stronger customer relationships.

Our Ratings

Pricing: 3.6/5

General features and interface: 4.5/5

Core features: 4.1/5

Advanced features: 3.1/5

AI and automation: 4/5

Integration and compatibility: 4/5

UX: 4.7/5

What is AI CRM?

Artificial Intelligence Customer Relationship Management (AI CRM) integrates machine learning and other AI technologies into CRM software to automate, enhance, and optimize customer relationship management processes. It enables businesses to analyze vast amounts of customer data in real time, offering predictive insights, automating routine tasks, and personalizing customer interactions. 

AI CRM can intelligently prioritize leads, forecast sales trends, and provide chatbot support, among other functionalities. By harnessing AI, CRM systems become more proactive, helping businesses anticipate customer needs, streamline operations, and ultimately drive sales and customer satisfaction. The integration of AI into CRM represents the next evolution in customer relationship management, making it more efficient and data-driven.

How does AI work in CRM?

AI in CRM works by leveraging machine learning, natural language processing, and predictive analytics to enhance customer relationship management. It sifts through vast amounts of data to identify patterns, trends, and insights that would be challenging for humans to detect. For instance, AI can analyze customer interactions to predict which leads are most likely to convert, helping sales teams prioritize their efforts. It can also automate routine tasks, such as data entry or lead scoring, improving efficiency. 

Chatbots, powered by AI, can handle basic customer inquiries 24/7, ensuring immediate response. Predictive analytics can forecast sales trends, helping businesses strategize effectively. Furthermore, natural language processing aids in sentiment analysis, gauging customer feelings from their communications.

Benefits of integrating AI into CRM

Integrating AI into CRM offers a plethora of benefits that enhance business operations and customer relationships:

Enhanced lead scoring: AI can analyze vast amounts of data to prioritize leads based on their likelihood to convert, ensuring sales efforts are directed efficiently.

Automated routine tasks: AI can handle repetitive tasks such as data entry, appointment scheduling, and follow-up reminders, freeing up staff for more strategic activities.

Predictive analytics: AI can forecast sales trends, customer behaviors, and potential churn, enabling businesses to strategize proactively.

Personalized customer interactions: AI analyzes customer data to tailor marketing campaigns, product recommendations, and communications to individual preferences.

24/7 customer support: AI-powered chatbots can handle basic inquiries round the clock, ensuring immediate response and improved customer satisfaction.

Sentiment analysis: By analyzing customer communications, AI can gauge sentiments, helping businesses address concerns and capitalize on positive feedback.

Enhanced data analysis: AI can sift through vast datasets, extracting actionable insights that can drive decision-making.

Improved efficiency: With AI handling data analysis and automation, CRM processes become faster and more streamlined.

Reduced errors: AI minimizes human errors in data entry, analysis, and prediction, ensuring more accurate outcomes.

Continuous learning: As AI systems process more data, they continually refine their algorithms, improving performance over time.

Real-world applications

Einstein GPT (Salesforce):

Salesforce’s Einstein GPT is a generative AI technology that enhances the CRM platform’s capabilities. It processes real-time data, performing over 1 trillion predictive analyses every week. Its integration with platforms like OpenAI further amplifies its AI capabilities, enabling businesses to refine their consumer engagement strategies.

Generative AI for Call-Center CRM (IBM Consulting):

Bouygues Telecom, a mobile phone company, collaborated with IBM Consulting to boost its call center operations using generative AI. IBM introduced generative AI models for automatic call summarization and topic extraction. This integration updated the CRM with precise and actionable insights, leading to over $5 million in savings and a 30% reduction in call operations.

Use cases of generative AI in CRM

Answering simple requests: Generative AI can autonomously respond to basic CRM queries, such as details about a customer’s last purchase or address updates.

Shipping process control: It can manage shipping processes by generating optimal shipping routes based on real-time data, predicting potential shipping issues, and auto-generating customer updates about their order’s shipping status.

Payment automation: Generative AI can craft payment-related communications tailored to each transaction or client. For instance, it can auto-generate polite reminder messages for overdue invoices.

Recommendation system: By analyzing a customer’s purchase history and preferences, generative AI can suggest products they might be interested in, enhancing personalized marketing efforts.

Data collection: Generative AI can auto-populate CRM fields with minimal input, streamlining data entry processes for sales and service teams.

These real-world applications and use cases underscore the transformative potential of integrating generative AI into CRM systems, offering businesses innovative tools to enhance customer interactions and streamline operations.

Measuring ROI of AI CRM

Integrating Artificial Intelligence (AI) into Customer Relationship Management (CRM) systems has been a game-changer for many businesses. But how can companies effectively measure this integration’s Return on Investment (ROI)?

Enhanced customer interactions: With most CRM users seeking AI or machine learning capabilities when choosing software, the improved customer interactions resulting from AI integration can be a significant metric. Track customer satisfaction scores, Net Promoter Scores (NPS), and customer retention rates before and after AI implementation.

Operational efficiency: AI can automate routine tasks, freeing up employees for high-value work. Measure the time saved on tasks like data entry, lead scoring, and customer query responses. For instance, Bouygues Telecom reduced call operations by 30% with AI integration.

Sales forecasting accuracy: AI-enhanced CRMs, like Salesforce’s Einstein GPT, can perform predictive analyses, improving sales forecasting. Compare the accuracy of sales forecasts before and after AI integration to gauge improvements.

Increased sales and upselling: AI-driven recommendation systems can suggest products based on a customer’s purchase history. Monitor the uptick in sales and the success rate of upselling campaigns post-AI integration.

Cost savings: Track cost savings resulting from AI-driven efficiencies. For example, IBM’s generative AI models led to savings of over $5 million for Bouygues Telecom.

Data-driven decision-making: AI can provide actionable insights from vast datasets. Measure the increase in data-driven decisions and the success rate of strategies based on these insights.

To effectively measure the ROI of AI in CRM, businesses must set clear benchmarks before implementation and continuously monitor performance metrics post-integration. By doing so, they can understand the value AI brings to their CRM processes.

The future of customer relationships

As we stand on the cusp of a new era in customer relationship management, integrating AI into CRM systems heralds a transformative shift. No longer are CRM systems mere repositories of customer data; they are evolving into intelligent platforms capable of proactive decision-making, predictive analytics, and personalized customer interactions. 

The fusion of AI with CRM is not just enhancing operational efficiency; it’s reshaping the very fabric of customer relationships. Businesses can anticipate customer needs, tailor interactions with unparalleled precision, and foster deeper, more meaningful connections. As AI advances, we can expect even more nuanced and personalized customer experiences, solidifying its role as an indispensable tool in shaping the future of customer relationships. 

In this landscape, businesses that embrace and integrate AI-driven CRM solutions will undoubtedly lead the charge, setting new standards for customer engagement and satisfaction.

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AI CRM Frequently Asked Questions (FAQ)

What is an AI CRM?

An AI CRM is a Customer Relationship Management system that uses artificial intelligence to automate tasks, analyze customer data, and provide insights, enhancing customer interactions and sales processes.

How does CRM leverage AI?

CRM leverages AI to enhance customer interactions, predict sales trends, automate tasks, and provide personalized marketing insights.

Why should you look for a CRM with AI?

You should look for a CRM with AI to optimize customer engagement, streamline operations, and make data-driven decisions efficiently.

What are three examples of AI in CRM?

Three examples of AI in CRM are chatbots for customer service, predictive analytics for sales forecasting, and personalized marketing automation.

How is AI transforming CRM?

AI is transforming CRM by automating routine tasks, providing actionable insights through data analysis, improving customer engagement, and enhancing decision-making with predictive analytics.

What is the future of AI CRM?

The future of AI CRM includes advanced personalization, predictive analytics, and deeper integration with other technologies, driving more efficient and effective customer relationship management.

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The post The Best AI CRM for 2024 appeared first on TechnologyAdvice.

Many CRM tools now include route mapping in their toolsets, so the sales mapping CRMs listed in this article may not meet your needs. Badger Maps has been the market leader in outside sales CRMs with GPS route planning, but they’re not the only option. These Badger Maps alternatives will drive you to your sales goals via the shortest possible route.

Badger Maps alternatives

Map My Customers

Map My Customers is an outside sales management and sales CRM tool. Use it to map territories and sales routes and pull reports — all from a single app. The CRM includes notifications, custom fields, filters, and document storage for fast customer approvals. Those CRM features transfer over to the route planning map, where teams can add layers to their map that align with their CRM filtering needs. Helpful features for outside sales teams include tools to find nearby accounts when you’re in the field and a lead generation tool that helps reps find new leads on their routes.

Read more: 8 Sales Mapping Software Tools for Your Dispersed Team

Callproof

Callproof is an outside sales CRM with sales and account mapping, routing, calling support, and automated reporting tools. The Forms Plus pricing tier includes robust functionality, including API integration, call tracking, and customization features. It also includes features for inside sales teams, so the whole team can use the same app. Expense and mileage tracking features make it easy for reps to turn in their documentation at the end of the month. The service is available for individuals or teams and can be billed monthly or annually.

Map Business Online

Map Business Online lets teams build sales territories via ZIP codes and spreadsheet uploads. The tools also let teams draw freeform maps to contain sales territories. Use the map builder to calculate routes and business stops with the shortest routes. Map Business Online is strictly a mapping tool, but it does have native integrations with Salesforce and Quickbooks to pass customer data back and forth quickly. Map Business Online maps and data are also available via a mobile app.

Read more: Better Than a Compass: 4 Geolocation CRM Apps for Salespeople

Maptive

Maptive is a business mapping solution that uses the Google Maps API, so its data is as up to date as your phone’s GPS. Maptive has a lot of different mapping visualizations features, and it allows reps to plan and follow routes from the app. Maptive does not include connections to CRMs, but all of the mapping features are accessible on mobile devices.

Read more: How to Create An Effective Sales Process Map (2024)

TechnologyAdvice can help you find the right CRM for your outside sales team.

Whether your team needs a CRM with mapping integrations or a fully mobile mapping CRM, TechnologyAdvice helps you speed up your research. Check out our CRM software page, or contact us, for software recommendations based on the needs of your reps.

Top CRM Software Recommendations

The post 4 Badger Maps Alternatives for Mapping Sales Routes appeared first on TechnologyAdvice.

Housecall Pro offers online booking, fast payments, marketing, job notifications, and many other features. These key features keep home services FSM companies connected to their employees and customers. But it’s not the only software that will fit your business needs.

Read more: You Gotta See The Standout Features on These 8 FSM Scheduling Apps

But Housecall Pro isn’t the perfect software for everyone. For example, the software doesn’t include inventory management or franchise support. Other features they have may also not work for every service company. That’s why this list of the best FSM apps is chosen according to the top field service features. That’s on top of the best overall Housecall Pro alternative software, of course.

The best Housecall Pro alternatives

Best for multiple locations and franchises: ServiceBridge

ServiceBridge is a field service management software built to serve any company size from a single location to franchise or multiple locations. Specialized features like royalty settings and territory management keep all of your locations up to date. Timesheets, commissions, recurring invoicing, and estimate features keep your financials in line. Plus, asset management, fleet management, and scheduling tools ensure technicians get the right parts to the right job on time.

Best for scheduling and dispatch: FieldEdge

The FieldEdge FSM software uses rule-based skills matching to help you match technician skills with the jobs that will most benefit from their attention. Combine the capacity planner with real-time technician GPS tracking to make the most of daily routes for every technician. FieldEdge combines these features with Quickbooks integration and a mobile CRM for the best scheduling and dispatch FSM software.

Best for payments: Jobber

Jobber FSM makes collecting payments from customers easy with mobile payments, payments through the client portal, invoicing, and credit card payments at the job site. Scan cards with a mobile device camera and store the customer’s account information for use when work is done. The Jobber payments pricing adds a base percentage plus a $0.30 fee for each charge, and the base percentage depends on your subscription plan with Jobber.

Best for marketing: Kickserv

Kickserv offers a marketing site that connects directly with the Kickserv backend, making it easy for companies to market their services and book appointments. This tool comes as an add-on to the normal subscription price, but Kickserv is one of the few FSM tools that offer this feature. In addition to robust dashboards and customer care modules, Kickserv also connects to Quickbooks and Xero accounting software, so you can connect your existing accounting system.

Best for job notifications: Workiz

Workiz field service management software is designed to work on desktop or as a mobile app and is keen on communication. Use Workiz to send notifications and alerts to customers, schedule, dispatch, and track technicians with built-in GPS, and receive automatic custom notifications based on different scenarios. Workiz includes voice over internet protocol (VoIP) capabilities like call recording, two-way text messaging, and phone masking. These features help your team stay connected in the field and improve service.

Best for inventory management: Service Fusion

Service Fusion offers a complete FSM system with a built-in inventory module, something few other FSM tools do. The system allows for multi-item purchase orders, can manage inventory across multiple warehouses, and features customizable products right in the app. This robust FSM tool also includes advanced voice and text communication and notification features.

Best overall Housecall Pro alternative: mHelpDesk

mHelpDesk is the top Housecall Pro alternative for home service businesses. The software includes lots of different features for customer, job, and financial management. It even includes inventory software. Set up a customer portal that connects directly with the built-in CRM and track leads as they become customers. Use the mobile app to check job statuses, access vital job data while offline, and process payments directly from the app. Dispatch is easy with text messaging and a visual scheduler.

Top Field Service Management Software Recommendations

The post The 7 Best Housecall Pro Alternatives for Field Service Companies appeared first on TechnologyAdvice.

What is online payment processing?

Online payment processing is a system that enables businesses to accept payments over the internet. This process involves various technologies and financial institutions that ensure funds are securely transferred from the customer’s account to the merchant’s account.

Here are some of the main components of online payment processing:

Merchant account

A merchant account is a type of business bank account that allows businesses to accept and process electronic payments. It temporarily holds the funds from a transaction before they are transferred to the business’ bank account. Setting up a merchant account involves signing up with a merchant service provider or a payment processor. 

Payment processor

Payment processors handle the transactions between the customer’s bank and the merchant’s bank. They facilitate the communication and transfer of funds, ensuring that the payment is authenticated and processed correctly. Payment processors also manage the settlement of funds and handle any issues that arise during the transaction. 

Related: See the best payment processors and the cheapest payment processors to find one for your business.

Payment gateway

A payment gateway is a technology that captures and transfers payment data from the customer to the acquiring bank. It acts as an intermediary between the merchant’s website and the payment processor, ensuring that the transaction data is transmitted securely. Payment gateways play a critical role in authorizing payments and providing a seamless checkout experience for customers.

In many cases, a single provider can handle all the functions of a merchant account, a payment processor, and a payment gateway. This consolidation simplifies the setup process for businesses, reduces the complexity of managing multiple accounts, and often leads to cost savings through bundled services. 

How does online payment processing work?

Online payment processing involves a series of steps that ensure secure and efficient transactions. Here’s a concise breakdown of how it works:

1. Customer prepares to make a payment: The customer initiates a payment on a website, through an invoice, a payment link, or other digital methods.
2. Payment information is entered: The customer enters their payment details, such as credit card information or digital wallet credentials.
3. Data is encrypted and sent: The payment gateway encrypts the payment data and sends it to the payment processor.
4. Transaction is authorized: The payment processor communicates with the customer’s bank (issuing bank) to verify the payment details and authorize the transaction.
5. Transaction confirmation: The payment gateway sends a confirmation to both the customer and the merchant, finalizing the purchase.
6. Funds are transferred: Once authorized, the funds are transferred from the customer’s bank to the merchant account (acquiring bank) via the payment processor.

This process typically occurs within seconds, providing a seamless and secure payment experience for both parties.

4 steps to accept payments online

Setting up online payment processing is essential for any business. Here are four steps to start accepting online payment effectively:

1. Set up a merchant account and payment gateway. 

Choose a provider that offers both a merchant account and a payment gateway. This will simplify the setup process and streamline your payment operations. Providers like Stripe and PayPal offer comprehensive solutions that bundle these services together, making it easier for businesses to get started. 

If you already have a merchant account, ask your merchant service provider which payment gateway they work with or choose a compatible payment gateway to integrate with your existing setup.

2. Integrate with your platform

Connect the payment gateway to your website or application. Some platforms like Shopify also offer a built-in payment gateway which does not require any integrations. If you prefer to use a third-party gateway, most provide APIs, plugins, and integration tools that work seamlessly with popular e-commerce platforms and custom websites. Ensure the integration is smooth and the checkout process is user-friendly to minimize cart abandonment. 

3. Ensure security and compliance

Implement necessary security measures such as SSL certificates and encryption to protect sensitive payment information. Additionally, ensure compliance with industry standards like PCI-DSS to safeguard your customers’ data and build trust.

4. Test and optimize

Thoroughly test your payment system to identify and fix any issues before going live. Once the system is operational, continuously monitor transactions and gather data to optimize the payment process. Regularly update your security measures and adjust your setup based on customer feedback and transaction performance.

Best ways to accept payments online

Choosing the right methods to accept online payments can significantly enhance the customer experience and streamline your business operations. 

Here are some of the best ways to accept payments online and the different use scenarios for each one:

On your website

Integrating a payment gateway directly into your website is one of the most seamless ways to accept payments. This allows customers to complete their purchases without being redirected to another site. Popular e-commerce platforms like Shopify, WooCommerce, and Magento offer easy integration with various payment gateways. Custom solutions using APIs are also available for businesses with unique requirements.

Using payment links

Payment links are versatile tools that enable businesses to request payments through various digital channels. They are particularly useful for businesses that do not have an online store but still need to accept payments online. Here are some ways businesses can use payment links:

• In an email: Businesses can create and send payment links directly to customers through email. This method is convenient for both parties and ensures a secure payment process.
• In a text message: Merchants may use SMS to send payment links to customers’ mobile phones. This is especially effective for on-the-go payments and quick transactions.
• Through messaging apps: This method allows businesses to accept payments through popular messaging apps like WhatsApp, Facebook Messenger, and WeChat.
• In social media posts: Payment links can be embedded in social media posts on platforms like Instagram, Facebook, and X. This allows followers to make purchases directly from your social media pages.

Sending an invoice or setting up subscription

For businesses that rely on invoicing and recurring payments, setting up an online invoicing system is crucial.

• Creating and sending online invoices: Use tools like QuickBooks, FreshBooks, or Xero to generate and send professional invoices to customers. These platforms often integrate with payment gateways, enabling customers to pay directly from the invoice.
• Setting up recurring payments: For subscription-based businesses, recurring billing is essential. Platforms like Helcim and Stax offer robust solutions for managing subscriptions and automated billing cycles, ensuring consistent cash flow and customer retention.

To cater to diverse customer preferences and provide convenience, offer multiple payment methods such as credit and debit cards, ACH payments, digital wallets like Apple Pay and Google Pay, and even cryptocurrency. Determine the payment methods you want to offer and ensure that your chosen payment gateway or processor can accommodate your preferred payment methods.

Read more: Best Credit Card Payment Apps in 2024

Best payment processors for accepting online payments

Choosing the right payment processor is crucial for optimizing your online payment strategy. The best payment processors offer a combination of competitive pricing, robust security, and seamless integration with your existing systems. Here are some top payment processors to consider:

Helcim

Helcim is known for its transparent pricing and excellent customer service. It offers a variety of payment processing solutions, including online payments, in-person payments, and invoicing. Helcim supports a wide range of payment methods and provides features such as recurring billing and subscription management. It also offers seamless integration with popular e-commerce platforms.

Shopify Payments

Shopify Payments is a built-in payment processor for Shopify users, offering a seamless and fully integrated payment solution. It supports various payment methods, including credit and debit cards, digital wallets, and local payment options. Using Shopify Payments eliminates the need for third-party payment gateways and simplifies transaction management for Shopify store owners.

Stax

Stax offers a subscription-based pricing structure and interchange-plus pricing with no percentage add-on, which helps significantly reduce transaction costs. It provides a comprehensive suite of tools, including advanced reporting, seamless integration with major e-commerce platforms, and robust security features. 

Stripe

Stripe is known for its powerful API and ease of integration, making it a favorite among developers and tech-savvy businesses. It supports a wide range of payment methods, including credit and debit cards, ACH payments, and digital wallets. Stripe also offers advanced features like subscription billing, fraud detection, and international payments.

Pros and cons of accepting payments online 

Accepting payments online offers numerous benefits for businesses, but it also comes with some challenges. Here’s a look at the key pros and cons:

Choosing the right online payment solution

Selecting the appropriate online payment solution is crucial for your business’s success. The right solution will meet your needs, provide security, and offer a seamless experience for your customers. Here are key factors to consider when choosing an online payment solution:

Assess your business needs

Evaluate the specific requirements of your business. Consider factors such as the volume of transactions, the types of payments you need to accept (e.g., one-time payments, subscriptions), and any industry-specific needs. Understanding your business’s unique requirements will help you narrow down the options and choose a solution that fits.

Compare transaction fees and costs

Transaction fees can vary widely between payment processors. Compare the fees charged for different types of transactions, including fixed fees, percentage-based fees, and any additional costs for features like chargeback protection or international payments. Opt for a solution that offers transparent pricing and fits your budget.

Also read: The B2B Payments Guide: Overview & Solutions

Consider security and compliance

Security should be a top priority when selecting any payment solution. Ensure the provider complies with industry standards like PCI-DSS, which is essential for protecting payment data. Look for additional payment security features such as encryption, fraud detection, and two-factor authentication to further safeguard transactions.

Look for integration capabilities

The payment solution should easily integrate with your existing systems, including your website, e-commerce platform, and accounting software. Seamless integration ensures a smooth customer experience and simplifies your backend processes. Many payment providers offer APIs, plugins, and extensive documentation to facilitate integration.

Check for scalability and flexibility

Your payment solution should be able to grow with your business. Consider whether the provider can handle increased transaction volumes and whether they offer additional features that you might need in the future, such as support for multiple currencies or additional payment methods.

Evaluate customer support and service

Reliable customer support is essential, especially when dealing with online payment processing issues. Choose a provider that offers robust customer support, preferably 24/7, and has a reputation for responsive and helpful service. Good customer support can save you time and prevent revenue loss in case of technical difficulties.

Read reviews 

Research reviews from other businesses similar to yours to get an idea of the provider’s reputation. Look for testimonials that mention reliability, ease of use, and customer service. Additionally, seek recommendations from industry peers or business networks to find a trusted solution.

Frequently asked questions (FAQs)

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What is CRM?

While a CRM system has much to offer marketing and service teams, it is primarily designed to improve communication between salespeople and their clients. When using a CRM system, prospective leads are identified and contacted by salespeople through personalized email campaigns, where team members can tailor their messages to match a lead’s preferences and behaviors. These actions build rapport and increase the likelihood of customer conversion. 

CRM systems can also automate specific tasks so that leads receive prompt replies and follow-up messages. Knowing what stage a customer is in within the company sales pipeline allows salespeople to give their clients what they need when they need it, leveraging CRM. 

Current clients already have a reason to purchase your product or pay for your service. Since these repeat customers are locked in, a CRM adds value by maintaining clear communication channels, regularly updating clients on progress, and offering them more personalized solutions. This leads to increased customer retention and revenue growth. 

Ensuring that a customer continues to use your company’s product or service is predicated on several factors, including collecting customer data and using that data to predict customer behavior. This ensures that those clients remain satisfied and loyal to your brand.

Read more: How Does CRM Help Sales? A Complete Guide

Why CRM is important for your business

A CRM system is essential for your business because it centralizes customer data, making it easier to manage and analyze interactions with potential and existing clients. By tracking emails, calls, purchases, and customer service inquiries, CRM analytics allows you to maintain a comprehensive view of your customers’ behavior. 

This data assists with personalizing communication and ensuring that customers feel valued, boosting customer retention. It also improves internal efficiency by automating repetitive tasks and giving team members immediate access to crucial information. 

CRM data can help identify sales trends and customer preferences, providing actionable insights for strategic decision-making. By analyzing patterns in customer interactions and sales cycles, you can better forecast demand, prioritize leads, and optimize marketing efforts. This targeted approach can increase sales and customer satisfaction while also giving your business a competitive edge by ensuring you are always aware of evolving customer needs and how to respond promptly. 

Read more: CRM Types: Which CRM is Right for You?

Benefits of CRM software

Using a CRM system benefits your business, starting with better customer relationships. Storing all customer information in a single hub makes tracking preferences, interactions, and purchases more manageable. This helps personalize communication, offer the right products or services, and quickly address customer concerns. Tracking every interaction also lets you keep up with leads and reduce customer churn.

Another benefit is better teamwork across your business landscape. With everyone accessing the same customer data, sales, marketing, and service teams can work together more cohesively. Sales can track leads, marketing can target campaigns, and service can easily handle inquiries. This coordination boosts efficiency and reduces errors.

CRMs also offer useful analytics and reports that guide business decisions. You can see detailed insights into customer behavior, sales trends, and market patterns. A CRM also plays a pivotal role in planning and using resources more effectively, ultimately boosting productivity and increasing profits.

Read more: How to Use CRM for Business

CRM software cost and pricing

CRM software costs vary based on business size, features, and whether cloud-based or on-premise. Small to medium-sized businesses usually prefer cloud-based CRMs due to lower upfront costs and subscription models ranging from $12 to $150 per user per month. Basic plans cover essential functions like contact management and sales tracking, while advanced features like marketing automation and analytics cost more. Some providers offer free trials or limited versions to try before purchasing. 

CRM costs can be much higher for larger businesses or those needing custom solutions. On-premise systems often require a one-time fee ranging from $500 to over $5,000 per user, plus additional costs for servers, IT support, and maintenance. Extra expenses may also come from add-ons, premium support, and integrations. Cloud-based options typically have a lower total cost over time due to flexible, scalable pricing.

Read more: Best CRM for Small Business 2024

Choosing the right CRM software for your business

To choose the correct CRM software for your business, identify your needs. Consider your business size and whether the CRM can grow with you. Based on your budget and resources, compare cloud-based and on-premise options. You should also look for an easy-to-use system that integrates well with your current tools. 

Check the pricing, customer support, and customization options to ensure the software fits your requirements. Always take full advantage of free trials or demos, as they can help you determine if a CRM is a good match before committing to purchasing the software.

Frequently Asked Questions (FAQ)

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Key takeaways

Artificial intelligence can optimize and improve customer-facing systems or processes for businesses that provide customer service or a support function like a customer relationship management (CRM) system to customers. A call center is specifically created to support customers for a company that requires satisfied customers to be successful. Artificial intelligence enhances the abilities of a customer service or support function to meet or exceed the customer support or service requirement.

What is an AI call center?

An artificial intelligence (AI) call center uses AI technologies like machine language (ML), voice recognition, and natural language processing (NLP) to improve the customers’ experiences by automating and optimizing routine tasks, such as intelligent routing calls to the right agent, answering FAQs, and scheduling appointments.

These routine tasks free up call agents to address outlier issues like identifying the root cause of a recurring problem, following up with a customer to ensure the issue is resolved, or answering specific questions about service, products, or billing. Artificial intelligence reduces wait times and provides faster response times, improving customer satisfaction.

Benefits and challenges of AI in call centers

Benefits of AI

The artificial intelligence resources used in a business function or process typically improve a business’s decision-making using data-driven insight. A call center using AI capabilities improves responsiveness and tailors interactions to meet customer needs. Using AI technologies is beneficial to call centers by enhancing the following functions or processes:

• Predictive analytics: AI can predict customer behavior for a specific season by analyzing the previous year’s historical seasonal data or addressing a potential issue before it becomes problematic through an outreach problem resolution effort.
• Cost reduction: Automating routine tasks reduces the workforce needed in a call center
• Increased efficiency: AI’s ability to handle routine tasks allows call agents to focus on complex issues, reducing resolution times and improving productivity.
• Improved customer service: AI-powered Chatbots and virtual assistants provide immediate assistance and can answer basic questions 24/7.
• Personalized customer experiences: AI can tailor a specific response to customers by analyzing their data and providing a recommendation or suggestion that meets their needs.
• Data-driven insight: AI can analyze historical call records and customer interactions to identify patterns or trends a business can use to make data-driven decisions.

Challenges of AI

The potential benefits of AI are significant, but it does come with a number of steep, but manageable, challenges.

• Natural Language Processing (NLP) misinterpretation: Due to a mispronounced word or slang, NLP can send a customer an incorrect response.
• Lack of human empathy: AI responses cannot detect emotions and are void of emotional reactions to a frustrated customer with a recurring problem.
• Privacy issues: analyzing customer data using AI can potentially be a Personally Identifiable Information (PII) issue requiring human intervention before further action is taken.
• Data Quality Concerns: For AI to be effective, the data must be high-quality data, which can be a challenge to collect and maintain without a robust data governance program.
• AI training and maintenance: AI models may require continual re-training for any new customer service updates, issues, or customer complaints to be effective 24/7.
• Integration difficulty: Implementing AI into an existing call center system may require hiring a contractor specializing in integrating AI technology into an existing business system.

How to use AI in Call Centers

Artificial intelligence is used in a call center to execute routine tasks, such as data entry, call routing, and responding to basic customer inquiries. Call centers use a knowledge database that agents can use to quickly access accurate information about common customer issues, allowing every agent to provide the same up-to-date information consistently.

Artificial intelligence can help keep the knowledge database updated with the most relevant information agents can provide to customers asking the same question. This is done by analyzing customer interactions in real-time, flagging outdated content, and identifying missing or gaps in information. After analyzing the customer interactions, AI can create new content using NLP that generates new knowledge articles based on common customer inquiries that are turned into Frequently Asked Questions (FAQs). 

On top of that, artificial intelligence can also analyze feedback from surveys and post-call interactions; it can also identify which knowledge-based articles need to be updated based on a rating system. It can also be used to perform content quality checks on active knowledge base articles to identify obsolete information that must be updated. An added benefit of having this knowledge base is that it reduces operational and training costs by providing accurate and readily available information for new agents. 

Call agents’ efficiency improves by spending less time searching for information when AI is used. The onboarding process and training for new agents are reduced when AI automatically updates the knowledge database. Faster resolution times combined with customers receiving accurate information improves customer satisfaction. Artificial intelligence can monitor agents’ calls to assess their performance and identify areas for improvement.

Best Practices for Implementing AI in a Call Center 

When deciding on an AI system to integrate into a call center, businesses must clearly define the goals and objectives the AI system will accomplish. There are several AI call center metrics to consider, such as average speed of answer, first contact resolution (FCR), average handle time (AHT), abandonment call rate (ACR), and escalation rate. These are all examples of metrics a business can use to determine the success of an implemented AI system.

To implement a successful AI system, follow these recommended best practices:

• Set clear goals: Depending on what a business wants to accomplish, determine the Key Performance Indicator (KPI) metrics a company will use, such as improving customer satisfaction, reducing ACR or call handling time, or improving agent productivity by evaluating agents’ performance using the AI system.
• Integrate with existing system: Use project management principles with a charter approved by leadership and consider hiring a contractor specialist with AI system integration experience if this skill set is not in-house.
• Data security and privacy: Ensure the AI system complies with relevant regulations and customer information safeguards to prevent breaches.
• Performance monitoring and quality control: Constantly strive for improvement using AI to monitor call quality while providing feedback to agents for improvement that enhances the overall call center system.
• Intelligent routing: Configure AI to route calls to the most qualified agents based on customer needs or the type of call received.
• Predictive analytics: Use AI to analyze historical data to predict future call volume and staff your call center to adequately meet call demands.
• Agent training and support: Routinely provide agent training on the best practices for effectively using the AI system and its capabilities.
• Customer feedback analysis: Provide customer feedback opportunities that can be analyzed to optimize the AI system further, leading to an improved customer experience. 

AI trends in 2024

When appropriately used, artificial intelligence enhances any business function or process, and call centers are no different. Listed here are some of the current AI trends that enhance the abilities of call centers to be more efficient:

• Automated tasks: Automated tasks streamline operations and reduce costs by relieving call agents from doing routine tasks and allowing agents to focus on outlier issues from customers that an AI system cannot handle.
• Personalized responses and support: AI tools can analyze large amounts of customer data using NLP and ML to understand the context of a conversation and provide relevant responses or solutions.
• Omnichannel communication: AI-powered systems integrate a customer’s chats, voice calls, emails, and social media channels into a single platform, allowing customers to switch between communication channels easily.
• Real-time analytics: Help sales agents understand customer behavior in real time.
• Sentiment mapping: AI helps determine the emotional tone of a conversation.
• AI Quality Assurance (QA) systems: Automatically analyze calls between agents and customer interaction using speech recognition to identify trends, evaluate call agents’ performance, and provide real-time feedback.
• Interactive voice response (IVR): An automated telephone system that uses speech recognition and NLP to allow callers to interact with a business through voice commands and provide self-service options using a voice menu without speaking to a live agent.
• Predictive call routing: Uses ML to identify the best call agent to serve a customer.

VoIP cloud systems to consider

Two popular phone-based cloud systems that can enhance call centers with AI functionality are RingCentral and Nextiva.

RingCentral

RingCentral features all the AI tools to automate tasks and help new or current agents receive real-time assistance. RingCentral can extract relevant information from FAQs applicable to a customer’s issue. This product also helps avoid compliance issues by sending reminder policies, standard operating procedures (SOPs) practices, solutions, and other relevant options as pop-up messages during real-time customer conversations when required.

Nextiva

Nextiva’s conversational AI chatbots and sentiment analysis feature allow the chatbot to consider multiple factors before responding to a customer’s complex issue. The customizable scripting feature can tailor call flows based on a customer’s unique situation. The detailed call analytics AI resource can summarize an agent’s performance, call metrics, and customer trends to optimize call center operations. Nextiva’s advanced AI-driven routine uses ML to route calls to the most qualified agent based on a customer issue.

Frequently Asked Questions (FAQ)

The post What is an AI Call Center? A Complete Guide in 2024 appeared first on TechnologyAdvice.

Key takeaways

What is employee monitoring?

Employee monitoring refers to the use of tools and strategies by employers to track workforce activities and productivity. This can include monitoring:

• Computer usage.
• Internet browsing.
• Emails.
• Physical movements.

In some cases, employee monitoring can improve productivity and provide insight into workplace activities, but it can also erode employee trust and make workers feel like they are being unfairly punished and micromanaged.

In some cases, the best solution may be to implement performance management software. This alternative to workplace monitoring helps cultivate a culture of trust and transparency at every level of the business.

However, workplace monitoring is a necessary precaution for businesses, like those in the finance, field service, and healthcare industries. It is possible to successfully implement workplace monitoring tools and tactics as long as companies follow a collaborative and transparent approach that doesn’t violate employees’ privacy rights.

Also read: Why is Employee Performance Management Important?

Why should HR be involved in employee monitoring?

In any business, the HR department is responsible for maintaining the balance between the employer’s right to monitor employees and the employees’ right to privacy. This balance is delicate, and mishandling it can lead to decreased morale, a loss of trust, and potential legal challenges. 

Not all forms of monitoring are created equal, and some are more intrusive than others. For instance, monitoring software that tracks keystrokes or screenshots might seem necessary in highly regulated industries like healthcare or financial services, but in other environments, it could be perceived as overly invasive. The HR team’s role is to assess whether these tools align with your company’s values and abide by relevant laws.

As an HR leader, you must work with other stakeholders to develop clear policies that explain how you will implement employee monitoring. These policies should be transparent so all employees understand what is being monitored and why, along with how the data will be used. For example, you may decide to use the data you collect to identify productivity trends and provide recommendations that will improve employees’ work-life balance. 

The HR team is also responsible for fielding concerns, grievances, and accommodations requests that are connected to employee monitoring. Employees may feel uncomfortable or even violated if they believe they are being overly scrutinized; in some cases, employee monitoring without clear implementation guidelines can lead to discrimination or harassment. It’s your responsibility to establish clear processes and communication channels for employees to voice their concerns and resolve issues like these. Otherwise, employee monitoring might create more problems than it solves.

Key types of employee monitoring

Employee monitoring can take various forms depending on the business needs and the level of oversight required. Here are some common types of employee monitoring, along with some popular tools.

Pros and cons of employee monitoring

What are the benefits of workplace monitoring?

When done right, workplace monitoring can offer many potential benefits to your business. Namely, this kind of monitoring can lead to increased productivity, faster threat assessment, and more evidence-based decision-making opportunities.

What are the drawbacks of workplace monitoring?

The benefits of workplace tracking are also balanced by the potential negative effects of employee monitoring. These include lower employee morale, higher turnover, weakened cybersecurity, and bigger compliance risks.

How should HR teams approach monitoring employees?

There are many situations that make workplace monitoring software a smart risk management investment, and in these cases, human resources (HR) teams must approach workplace monitoring with sensitivity and care.

Identify specific needs and goals

HR teams need to think deeply about whether or not workplace monitoring will address the symptoms or the underlying problem. For instance, if you don’t trust your employees not to steal, then you may be better off hiring new people that you do trust than obsessively monitoring workers that you don’t.

Decision-makers should also reflect on whether their lack of trust stems from the employees’ behavior or from top-down pressure from micromanaging leaders. If performance issues are a concern, it may be more productive to broach the concerns with the employee(s) and explore the possibilities of performance management software than to jump straight to workplace surveillance.

Research potential software solutions

As business leaders weigh these questions, they need to keep in mind that different workplace monitoring tools are more suited to certain goals. For example, security cameras can help prevent theft but won’t protect sensitive data from being hacked.

Meanwhile, remote monitoring software can help prevent time theft by work-from-home employees, but it won’t help the company keep track of field techs’ locations. Workplace monitoring tools should match the goals your company is trying to accomplish.

Ask employees for feedback

Transparency from the start is of paramount importance, so HR teams should ask for input from employees on what kinds of surveillance and what level of monitoring they would be comfortable with. For example, personal devices should not be monitored, even if employees do work activities on them.

Once a decision is made, HR leaders should communicate what data is being collected, how often it is updated, and how long it is kept. Leaders then need to be able to clearly explain how workplace monitoring contributes to achieving legitimate business goals, such as hitting revenue targets or keeping techs safe in the field.

Furthermore, this data should also be used to benefit employees—by informing performance bonuses, for example—instead of just punishing them for infractions. Employees should also be given access to their personal data if possible.

Legal implications of employee monitoring

If you’re certain that implementing employee monitoring solutions is right for your business, tread carefully to ensure you’re compliant. Employee monitoring has significant legal implications and ailure to comply with the law can lead to serious consequences, including suits, fines, and reputational damage.

Federal law

While employers have broad authority to take actions to protect their business interests, employees also have privacy rights, especially when using their personal devices. The extent of these rights can vary depending on where your business is located and where your employees work from. However,employees have a reasonable expectation of privacy in certain situations, like personal phone calls and non-work-related activities during breaks. You can alleviate some of these concerns by being transparent about what’s being monitored.

The only federal law specifically addressing the monitoring of electronic communications at work is the Electronic Communications Privacy Act of 1986 (ECPA). Though this law is nearly 40 years old and not adopted to modern workplaces,you must still comply with its regulations.

The ECPA prohibits employers from intercepting employees’ oral, wire, and electronic communications. However, there are two exceptions: business purpose and consent. 

• Business purpose: This exception allows employers to monitor employees if the business can show a legitimate business purpose. This is an extremely low bar for employers to meet.
• Consent: This exception permits monitoring as long as the employee has given their consent. Notably, the consent exception isn’t limited to business communications, meaning employers can monitor personal communications if they have employee consent.

Best practices for staying compliant

1. Consult legal counsel: Before implementing any monitoring software, consult with an employment lawyer to ensure your methods comply with federal, state, and local laws.
2. Develop a clear policy: Create a clear and transparent monitoring policy which outlines the scope and purpose. Make sure that you communicate this policy to the employees and that you obtain their consent.
3. Limit the scope of monitoring: Avoid monitoring non-work-related activities or personal communications, as this could infringe on employees’ privacy rights.
4. Regularly review and update policies: Monitoring laws and regulations can change, so it’s essential to review and update your policies regularly to ensure ongoing compliance. 
5. Train managers and HR: Ensure all managers and HR staff are trained on the legal implications of employee monitoring and understand how to implement monitoring practices fairly and legally.

Better ways to track employee productivity

Tracking employee productivity is essential, but relying solely on monitoring tools can lead to a culture of mistrust and micromanagement. Instead of fixating on every keystroke or website visited, consider more effective and positive approaches to measure productivity and ensure security.

Use project management systems

One of the best ways to track productivity without intrusive monitoring is by using project management systems. Tools like Asana, ClickUp, or Monday allow you to assign tasks, set deadlines, and track progress in real-time. These platforms include a clear overview of who is working on what and how projects are progressing.

Moreover, these tools encourage accountability and transparency while allowing employees the freedom to manage their own time and workload. With project management systems, you can easily see if someone is falling behind without needing to constantly watch over their shoulder.

Trust employees

Trust is a cornerstone of any successful workplace. If you’ve hired competent, skilled professionals, you should be able to trust them to do their jobs. Instead of focusing on monitoring every minute of their day, focus on outcomes. 

Are projects being completed on time? Are the quality and results meeting expectations? If the answer is yes, then it’s clear your employees are productive, regardless of how they structure their day.

Creating a culture of trust means giving employees the autonomy to manage their own work. This not only boosts morale but also increases overall productivity. Employees who feel trusted are more likely to take ownership of their work and go the extra mile to achieve success.

Rethink monitoring and micromanagement

If you feel the need to monitor and micromanage, it might be time to take a step back and evaluate the root cause. Constant monitoring often points to deeper issues, like poor hiring practices or trust issues. If you don’t trust your employees to work effectively without being watched, it might indicate you’re not hiring the right people or setting obtainable company goals.

Excessive monitoring can lead to employee dissatisfaction and burnout, which ultimately reduces productivity. Instead of monitoring and micromanaging, focus on setting clear goals and expectations, providing the necessary tools and support, then stepping back to let your employees do their jobs.

Employee monitoring FAQs

If you’re looking for workplace monitoring tools, check out our Remote Monitoring Management (RMM) Software Guide. However, if your business’s needs are centered around performance management, explore top solutions in our Performance Management Software Guide.

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CRM systems offer benefits across various departments and functions within an organization, contributing to improved efficiency, productivity, and profitability. Whether you’re a business owner, a marketing manager, or a sales professional, you stand to benefit from the successful implementation of a CRM system that’s designed to meet your needs and the needs of your company. 

The purpose of a CRM strategy

A CRM strategy is a comprehensive plan that outlines how an organization will manage and nurture its relationships with customers throughout the customer lifecycle. This strategy encompasses various activities, processes, and technologies aimed at acquiring and building strong customer relationships.

The purpose of a CRM strategy is to grow and maintain client connections, drive sales, and ensure the long-term success and profitability of a business. CRM enables organizations to better understand their customers and engage with them much more effectively.

A well-defined CRM strategy enables businesses to deliver exceptional customer experiences while reducing customer churn, thereby achieving business goals quickly and more effectively. By transforming customer interactions and business outcomes, CRM becomes a strategic asset that shows the stark contrast between your business and its competitors, while also ensuring long-term success with your clientele.

Setting CRM objectives

CRM objectives are closely aligned with a business’s goals of enhancing customer relationships, driving revenue growth, and making data-driven decisions. A CRM system is fundamentally about managing interactions and customer relationships to achieve company goals and gain a competitive advantage in the marketplace.

A primary objective of CRM is to increase customer satisfaction and retention rates. By understanding customers’ needs, preferences, and behaviors, businesses can tailor their products, services, and interactions to meet those needs more effectively. Higher customer satisfaction leads to increased loyalty and repeat business, which aligns with a company’s goal of increasing customer lifetime value.

CRM systems often include features to manage sales processes, track leads, and optimize sales activities. By streamlining sales workflows and prioritizing high-value leads, CRM can help your team drive overall sales growth, which tracks with the business goal of increasing revenue and market share.

These are just a few examples of CRM objectives that contribute to growth and customer satisfaction and align with the unique goals of many businesses. 

Understanding the customer journey

Mapping out the customer journey using a CRM system is crucial for helping businesses understand and optimize the entire lifecycle of their customer interactions.

By organizing the customer journey in CRM, businesses can gain insights into the various touchpoints and interactions customers have with their brands across different channels and stages. This understanding allows businesses to identify pain points and opportunities for improvement, which ultimately leads to a more seamless and personalized customer experience.

CRM helps businesses track customer behavior and preferences at each stage of the journey. By analyzing this data, businesses can segment customers based on their needs, interests, and buying habits, allowing for more targeted and effective marketing campaigns and sales strategies. For example, businesses can tailor messaging and offers to specific customer segments, which increases the likelihood of conversion.

Understanding the customer journey enables businesses to engage with their customers proactively and offer them post-purchase follow-ups and renewal reminders. By anticipating customer needs and providing timely support and assistance, businesses can enhance customer satisfaction, increase retention rates, and bring about long-term loyalty.

Overseeing the entirety of a customer journey using CRM is essential for businesses to optimize their customers’ experiences and allocate resources efficiently to promote cross-functional collaboration. By leveraging CRM to understand and optimize the customer journey, businesses can create more value for their customers and achieve sustainable growth over time.

Personalizing customer experiences

Leveraging CRM data to create personalized customer experiences involves strategies such as dynamic content creation, contextual messaging, and predictive personalization. By implementing these strategies, businesses can deepen customer relationships, drive engagement, and ultimately improve customer satisfaction and brand loyalty.

One effective strategy for using CRM data to create personalized interactions is to leverage dynamic content creation. By tapping into the wealth of information stored within the CRM system, businesses can dynamically generate tailored content for their communications with customers. This could involve inserting personalized product recommendations, relevant articles, or exclusive offers based on each customer’s preferences and past interactions with the brand.

Predictive personalization is another valuable strategy enabled by CRM data. By analyzing past customer data and behavior patterns, businesses can anticipate future needs and preferences, allowing them to tailor their offerings and recommendations proactively. This predictive approach not only enhances the relevance of interactions but also demonstrates a deep understanding of the customer’s preferences and desires.

By employing these strategies, businesses can harness the power of CRM data to create truly personalized interactions that garner stronger relationships, drive engagement, and enhance the customer experience.

Selecting the right CRM technology

When selecting a CRM system for your business, several factors should be carefully considered to ensure that the chosen solution aligns with your organization’s needs and objectives.

As your business grows, the CRM should be able to accommodate increasing amounts of data, users, and complexity without sacrificing performance or functionality. Look for a solution that offers scalability options, such as flexible pricing plans or modular features that can be added as needed.

Integration capabilities are another crucial factor to consider. The CRM system should seamlessly integrate with other tools and platforms used within your organization, such as email marketing software, e-commerce platforms, customer support systems, and accounting software. This integration streamlines workflows, improves data consistency, and enhances overall efficiency.

User experience and ease of use are critical considerations, as they impact user adoption and productivity. Choose a CRM system with an intuitive interface, streamlined workflows, as well as comprehensive training and support resources to ensure your team can quickly learn how to use the platform effectively. Additionally, consider factors such as mobile accessibility and offline functionality, especially if your team members need to access the CRM while on the go or in areas with limited connectivity.

When choosing a CRM system, consider factors such as scalability, integration capabilities, customization options, user experience, and the reputation of the CRM vendor. By carefully evaluating these factors and selecting a CRM solution that fits your organization’s needs and objectives, you can effectively manage customer relationships, drive business growth, and enhance overall efficiency and productivity.

Software recommendations to consider

When considering CRM software options, it’s essential to evaluate various factors such as features, pricing, scalability, integration, and user experience. Here are some CRM software recommendations to consider.

HubSpot CRM 

HubSpot CRM is a user-friendly and affordable option that offers basic CRM features for managing contacts, deals, and tasks. It integrates seamlessly with other HubSpot marketing and sales tools, providing a comprehensive solution for inbound marketing and sales automation. HubSpot CRM is an excellent choice for small to midsize businesses looking for a simple yet powerful CRM solution.

Salesforce

Salesforce is one of the most popular and widely used CRM platforms on the market. It offers a comprehensive suite of features for sales, marketing, customer service, and analytics. It’s highly customizable and integrates seamlessly with a wide range of third-party applications. While Salesforce can be more expensive than some other options, its robust functionality and extensive ecosystem make it a top choice for medium and large enterprises.

Shape CRM 

Shape CRM offers a comprehensive solution tailored to the specific needs of service-based businesses. It provides features and functionalities that help streamline operations, improve efficiency, and enhance customer satisfaction.

These are just a handful of CRM software recommendations to consider, and there are many other options available on the market today. When evaluating CRM solutions, it’s important to assess your specific business needs, budget, and long-term goals to choose the best platform for your organization. 

Final notes on creating a CRM strategy

Creating an effective CRM strategy involves several key steps to ensure that the CRM system aligns with your business objectives. Clearly define the objectives for implementing a CRM system and determine what you aim to achieve—improving customer retention, increasing sales, enhancing marketing effectiveness, or all of the above.

Gain a deep understanding of your customers’ needs, preferences, and pain points. Analyze customer data, conduct surveys, gather feedback, and segment your customer base to identify key trends and insights that will inform your CRM strategy.

Lastly, remember to choose a CRM platform that aligns with your business needs, budget, and scalability requirements. Evaluate factors such as features, customization options, integration capabilities, user experience, and pricing to select the best solution for your organization.

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