Hoiio Blog
Sharing our thoughts on a smarter hello

Unscheduled System Maintenance on 29 and 30 September 2014

Author: , October 01, 2014

On 29th and 30th September, Hoiio system experienced intermittent service disruption for several of our customers. This is due to an unscheduled system maintenance by our infrastructure provider, Amazon Web Services at around 3pm on both days.

The intermittent service disruption was unexpected and unfortunately not within our control. Despite our best efforts, we were unable to get the update postponed to non-working hours as Amazon was under tight schedule to complete all security and operational updates before news of a security flaw with their provisioning system gets released on 1 October Pacific Time.

As Amazon is slated to complete all maintenance updates by 1 October 3pm Singapore Time (GMT +8), we will not be expecting anymore service disruption after that. From now till then, our engineers are on active standby to monitor and work on the system. We understand that this has caused inconvenience for some of our customers but please be assured that we are taking active steps to mitigate all risks of service disruption.

Please note that this is not related to Bash/Shellshock vulnerability. For all other questions regarding this unscheduled system maintenance, you can reach us at support@hoiio.com.

 

Virtual Line, the new kid on the block

Author: , September 30, 2014

One of Hoiio’s first products was the Main Line, an app that lets businesses sound established with an automated attendant, no matter what size they are. We believed that such a tool is the core of a suite of telephony solutions a company would need.

We also believe in beefing up our creations as our capabilities grow, so we have developed a new business line app that not only encompasses the functions of Main Line, it comes with better features to help you achieve even more.

Introducing Virtual Line, Hoiio’s newest addition to the app family:

VL 1_blog

Adopting the block design, Virtual Line allows you to set up your business line according to exactly what you need.

Use Virtual Line to forward calls to your preferred number or set up an interactive voice response menu with unlimited extensions, and even create multi-tier extensions if you so require. The configurations are virtually unlimited.

In fact, we are suggesting two ways you can use Virtual Line to solve real business problems. Take a look at the first and second here.

VL 2_blog

Creating multi-tier extensions for your hotline needs

As of today, Virtual Line will be replacing Main Line and is available for subscription on the App Center without any price increase. If you would like to try out Virtual Line, click here to get started.

For our current Main Line users, we’re sending you an email with more details on migrating to the new app. We’ll do our best to ensure the move is as seamless as possible.

If you have any enquiries, please feel free to contact us at sales@hoiio.com!

ctb_virtualline

Maintenance notice

Author: , September 29, 2014

As our hosting service provider, Amazon, conducts maintenance updates to their infrastructure this week, there may be intermittent downtime of Hoiio’s services such as the one that some users experienced this afternoon. We apologise for the inconvenience and would like to assure everyone that services have been resumed. For more information on Amazon’s maintenance update, you can find it here.

Coming Soon: Sales and Support Line

Author: , September 23, 2014

Every day, your office phones are ringing. A customer wants to make a sales enquiry. Another would like troubleshooting assistance. What most sales and support staff currently do to deal with this flurry of incoming calls is to update leads in a spreadsheet. This shared spreadsheet is where the entire team consolidates customer enquiries and issues coming in through the company hotline.

With multiple contact channels such as hotlines, email address, website forms and social media, companies can really benefit from a solution that makes tracking customer feedback and leads much easier. That’s why we are introducing a new app that integrates voice communication with the help desk system.

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Most companies utilise a web-based help desk platform to collect enquiries via email address, known as tickets. With our enquiry tracking app, you can now automatically convert customer calls into actionable tickets. Staff no longer need to manually key in detailed information on a spreadsheet because these tickets all get consolidated onto the same platform no matter which channel they came in through.

blog_helpdeskhotline

As a company, our operations team replies to tickets on a daily basis as well. Dealing with customers isn’t always a pleasant business, and sometimes it can become quite trying if the ticket does not provide enough background information for them to help the customer. This applies especially in troubleshooting situations where the customer is already fed up about their problem. To counter this (and make our operations team happier), we included a click tracking feature which records data about the caller’s click patterns.

This means that each ticket comes with a set of data that informs the agent what the customer call is about. It also makes the job of the queue supervisor easier when allocating tickets to each team member.

Get no more headaches when tracking customer enquiries. Sign up for a preview today.

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Coming Soon: Phone Lines for PDPA

Author: , September 17, 2014

Singapore Personal Data Protection Act (PDPA) came into force on 2 July 2014. While the law is well-intended and good for the country in the long run, it has also resulted in certain business complexities in the short term.

Since January 2014, together with our partners, we have launched a series of solutions to help businesses automate their compliance with the PDPA. Today, we are proud to announce the upcoming launch of 2 new products that will further automate our compliance journey.

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1. Data Protection Officer (DPO) Hotline

Under the PDPA, every company has to appoint a DPO and provide the DPO’s business contact information publicly. However, as DPOs are usually busy folks who may take on other corporate appointments concurrently, providing their current office number to the public will be counter-productive.

To provide for a happy DPO, the company should provide a dedicated DPO Hotline that automates the following:

  • Announcement to the caller that this is the DPO Hotline for the Company
  • Automatically handle requests for information on the company’s PDPA Policy (Openness Obligation)
  • Register caller request for consent withdrawal, data retrieval and data correction (Access and Correct Obligation)

2. Automated Phone-in Consent for Real Estate Industry

Under the PDPA (Consent Obligation), we have also created the industry’s first automated consent notification and registration system. When a person calls into a Real Estate Property Hotline to purchase a Property, the system will play the following automated message:

  • “Welcome to Condo XYZ Launch by Real Estate Company ABC. To proceed with your property enquiries, please press 1 to consent to us contacting you on property information and advisory. For other matters, please press 2.”

The explicit consent is collected for the following purposes:

  • To contact the caller in the event that the phone call comes in after work hours
  • To contact the caller in the event that the phone call comes in but no agent is available to pick up the call
  • To enable the agent to call and send sms updates to the caller on property enquiries. This is needed as property advisory often cannot be fully completed during the initial phone call.

The following diagram illustrates the 9 main obligations for the PDPA.

pdpa


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